Lucky Orange Heatmaps & Replay
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Thank you for leaving us a rating! Don’t hesitate to reach out if you need anything. Cheers - Will from Lucky Orange
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.
Thank you for taking the time to share your feedback. We know how frustrating unexpected bot traffic spikes can be, and we regret that your experience with our billing process added to that frustration. Our "Keep Me Tracking" feature is designed to prevent data gaps during traffic spikes, and even help identify bad traffic sources that could end up being very harmful to your store like the bot you experienced. While our system processed the session data and resources during that period, we always aim to handle these edge-case scenarios with fairness. While a timing overlap during our back-and-forth caused a second billing cycle to trigger before we could adjust your plan, we immediately refunded the additional charge once we heard back from you on how you wanted to proceed. Our Enterprise team has audited your account history and recognized an additional refund was missed and has now been honored to account for the initial request you had emailed in with. We’ve also reached out to you directly via email to help reconfigure your account settings—including turning off automatic plan adjustments—so your budget remains fully protected moving forward. We appreciate your patience while we worked to resolve this, and we hope to continue supporting your business. Regards - Will from Lucky Orange
Love this app. Great info on who’s visited where ! Helpful tool
Thank you for your review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
The heatmaps are great and it's nice to be able to get clear analytics about how people are interacting with the site. I wish there was a clearer integration with GA4 and that there was an obvious scroll depth analytics feature but we've only been using Lucky Orange for a day so far so maybe it's hidden away? I also got confused about the chat function as I thought at first it was Support Chat, not a brand chat function for the website. The unlimited seats are nice so I can help onboard the rest of the team as well.
Thank you for your review! There’s really nothing like seeing exactly what people are experiencing to help you make improvements that drive more sales and happier customers. Regarding your feedback on scroll depth, this is located within our Heatmap feature. If you reach out to [email protected], we would be happy to walk you through using this particular feature. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
This is a useful ap but can sometimes be a lot of information to try and decipher - especially if your website has a lot of products
Thank you for your review! We’re so happy that you’ve been able to start wading into Lucky Orange! Our team is always here to help our customers be as successful as possible, both now and in the future. Feel free to reach out to [email protected] and we can run through a demo and ensure you are getting the most out of your data. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Really like this app to see where customer seems to have hesitation. The missing star is because alot of video capture are lagging and it can be difficult sometimes to see where exactly whats makes customers leave.
Thank you for your review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Regarding your feedback on the session recordings, please send an email to [email protected] so we can look into this for you. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Justin from Lucky Orange
Lucky Orange is a great tool — we love the heatmaps and session recordings, super helpful for understanding our customers.
Thank you for your review! We love to hear that getting a front seat to your customers’ online interactions has been just what you needed to grow your business. Again, we appreciate your review, and we're here should you need anything else! Cheers - Jordan from Lucky Orange
Lucky Orange gives me valuable insights with little work. At a glance each day I can see how many people visited my site, what pages were more visited, and how many people added items to their cart. Love their daily emails that give me this quick rundown and help me find opportunities with my website.
Thank you for your review! Being able to see what visitors do and experience on your Shopify Store can make all of the difference in improving the customer experience and your conversions. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
App allowed me to track customers path on my website and make changes that improved my conversion rates. Would be awesome if the app could include conclusions based on the data provided as well.
Thank you for your review! We love to hear that getting a front seat to your customers’ online interactions has been just what you needed to grow your business. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Great insight into your website traffic and customer browsing patterns. The ability to deep dive the data is welcomed. The data presented is however not 100% accurate... for example the daily breakdown / count of source traffic does not add up to "All Visits".
Thank you for your review! We love to hear that getting a front seat to your customers’ online interactions has been just what you needed to grow your business. Regarding your feedback on the data not being 100% accurate, please reach out to [email protected] and we can take a look at this for you. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Jordan from Lucky Orange was incredibly helpful in showing us how to maximize features like funnel tracking and heat mapping. These tools have been game changers for understanding user behavior and optimizing our site.
Thank you for your review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Again, we appreciate your review, and we're here should you need anything else! Cheers - Jordan from Lucky Orange
Great
Thank you for your review! We’re so happy that you’ve been able to start wading into Lucky Orange! Our team is always here to help our customers be as successful as possible, both now and in the future. Please let us know if you need anything! Cheers - Justin from Lucky Orange
Der Anmeldeprozess ist ne Katastrophe. Gestern noch am Rechner zu Hause angemeldet, heute im Büro komme ich nicht rein. Neues Passwort generiert, no Chance. Ich frage mich, warum die App über eine externe Website läuft und nicht direkt in Shopify? Das nervt.
Vielen Dank für Ihre Bewertung! Unser Team hat sich mit Ihnen in Verbindung gesetzt und das Problem scheint derzeit gelöst zu sein. Sollten weiterhin Probleme auftreten, wenden Sie sich bitte an [email protected]. Viel Spaß beim Tracking! Viele Grüße – Justin von Lucky Orange
I am addicted to this app. It's so exciting to see the behavior of my customers. However, I've noticed that it doesn't always track all customers because, for example, I have purchases but the app doesn't show it. But otherwise it's a really exciting app.
Thank you for your review! Being able to see what visitors do and experience on your Shopify store can make all the difference in improving the customer experience and your conversions. Regarding your feedback about not always tracking all customers, we reached out to you regarding this. Please respond back to the most recent email from [email protected] so we can make sure that we get this addressed for you. Thanks again for your review, and don't hesitate to reach out with any questions. Cheers - Jordan from Lucky Orange
I had my 15-minute on-boarding call with Jordan yesterday and it was very useful. I've only been using the app for a few days and already it has provided me with a lot of info. Jordan enthusiastically pointed out some of the highlights of the app and the many ways to customize the reporting results. I feel better prepared to analyze the data now after our conversation.
Thank you for your review! We love talking with our customers about how to best leverage Lucky Orange, and we are glad you found the call beneficial. We are always here to support our customer's success. Again, we appreciate your review, and we are here should you need anything else! Cheers - Jordan from Lucky Orange
I am still testing the system and waiting on a suitable time to have an onboarding call so that we can better understand feature and benefits, but from what we have seen so far, this is very useful and will add value to our knowledge base making decision making more practical.
Thank you for your review! Being able to see what visitors do and experience on your Shopify store can make all the difference in improving the customer experience and your conversions. Please respond to the most recent email from out team and we can work with you to coordinate a good time to set up an onboarding call. Thanks again for your review and do not hesitate to reach out with any further questions! Cheers - Emilia from Lucky Orange
I've been testing out Lucky Orange with a free trial and I've been really impressed since day one. I've always thought that I didn't really need anything besides google analytics to understand how my customers were engaging with my store, so I was pleasantly surprised to find that using Lucky Orange was so much more intuitive, informative, and easier to tailor. And the "rage clicks" feature? Don't know if I'll be able to live without it when my trial runs out. :)
Thank you for taking the time to leave us a review! We appreciate your kind words and the thorough review of your experience with Lucky Orange. Google Analytics is an incredible tool, but Lucky Orange puts together the missing pieces of the conversion puzzle by showing you more than just data points. You can see exactly what people are doing on your website and where they show frustration signals, like those rage clicks! Please don't hesitate to reach out if you need anything, and thanks again for your review. Happy tracking! Cheers - Justin from Lucky Orange
This app is def a necessity if you are trying to use Shopify's out-of-the-box analytics to analyze web traffic driven by ads, and other campaigns. The recordings are the most helpful part. The functionality could be a bit more intuitive, especially when it comes to interpreting trends and heat maps, but def a step up if you need to better understand how UX impacts customer behavior.
Thank you for leaving us such a comprehensive review. You’re right—when you’re driving traffic through paid campaigns, you need to understand which campaigns were more successful and why. Lucky Orange gives you a front-row seat to see what people really do on your website and to better understand the impacts of those UX optimizations. When you get the chance, would you please reply to my last email referencing this review? We want to better understand how we can make our functionality more intuitive. Thanks again, and I look forward to hearing from you soon! Cheers - Emilia from Lucky Orange
This app is highly useful, and there aren’t many alternatives available. However, the pricing is slightly on the higher side. Hopefully, they’ll introduce more flexible pricing options in the future.
Thank you for your review and feedback. Seeing what your customers experience in real time can provide you with the insights you need to address their needs quickly and prevent any barriers to conversion. Additionally, we appreciate the budget constraints that come with running a small business, which is why we offer a free plan and a plan tailored specifically for Shopify merchants who are just starting out with their online stores. I would be more than happy to help you find a plan that best fits your budget and traffic needs and gather your feedback about flexible pricing. Simply reply to my last email to connect. Thanks again, and our team is here to support you if you need anything! Cheers - Emilia from Lucky Orange
We appreciate your rating! We hope this means that visitor behavior has been helpful in identifying ways to improve your sales. Thanks again, and we're here if you need any assistance! Cheers - Bradley from Lucky Orange
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