Relate review for Lucky Orange Heatmaps & Replay

We normally receive around 1,000 to 2,000 website visitors per month. Over just a few days in August, we were hit with tens of thousands of automated bot sessions, and Lucky Orange counted that traffic toward billable usage. That resulted in nearly $600 in Lucky Orange-related charges in one month, which is roughly what we had budgeted to spend on the service for an entire year. We contacted Lucky Orange on August 8 after the first bot-related charge and specifically asked for help preventing automated traffic from consuming our billable usage again. Despite that, we were charged again on August 30. What followed was more than a month of confusing support responses, unclear refunds, and repeated difficulty getting the two billing events properly addressed. They eventually refunded one $235 usage charge but refused to refund the other. We have now cancelled Lucky Orange because we no longer trust the billing to be predictable, and the customer service and communication problems became irresolvable. We intend to continue addressing the remaining disputed charge through Shopify and our payment provider or bank. The analytics product itself has useful features, but small businesses should be very cautious about bot traffic, automatic usage billing, and spending limits. Update: After I posted my original review, Lucky Orange had an Enterprise Account Manager personally review the full correspondence and billing history. He identified that parts of the earlier communication were unclear and that the original 50% credit for the first bot-traffic charge had not been followed through. Lucky Orange has now issued an additional $117 refund. I’m updating my rating from 2 to 3 stars because they did finally acknowledge the mistakes and make a meaningful effort to correct them. Update: Lucky Orange ultimately refunded all of the disputed bot-related usage charges, and I appreciate Will from Client Services personally reviewing the full history and resolving what earlier support had missed. I am leaving this review because the resolution took nearly two months and many hours of correspondence. During that period, we received confusing explanations about refunds, prior commitments were missed, and I ultimately cancelled the service because I had lost confidence in the billing and support process. I give Lucky Orange credit for eventually making the billing right, so I changed the review to 4 starts, but I hope they improve how unusual bot traffic, automatic usage charges, and billing disputes are handled so other small businesses do not have the same experience.