ONE: AI, Email & SMS Marketing

Thank you for sharing your concerns. We understand your frustration and would like to provide some clarity on the situation. Over a year ago, we negotiated a custom plan with your team for $160 per month, which included 45,000 subscribers and unlimited email sends after a substantial 75% discount. Recently, under new Sowears marketing leadership, your account experienced significant changes: 1) Subscriber Increase: Your subscriber count surged from 45,000 to over 200,000 within a few days. 2) Email Volume: You sent 10,000,000 emails over a 30-day period, which averages about 7 emails per day per subscriber based on 45,000 subscriber limit, far exceeding the typical usage pattern. Our automated system flagged and paused your account due to these substantial increases from Sowears 45,000 subscriber limit. This was not a sudden or arbitrary decision but a necessary step to prevent potential spam issues and maintain the integrity of our platform. Given the new usage levels, we proposed a new pricing plan of $5,000 per month, reflecting the significant increase in both subscriber count and email volume. For context, here are the costs on similar platforms: Klaviyo: $7,800 per month Sendlane: $5,500 per month Yotpo: $5,500 per month Our pricing remains competitive and is in line with industry standards for the level of service and volume you are now utilizing. We strive to treat all our customers fairly and transparently. If you have any further questions or wish to discuss your plan in more detail, please feel free to reach out to our support team. We value your business and are here to help you find the best solution for your needs. Thank you for your understanding.

Thank you for taking the time to share your feedback. It seems there's been a misunderstanding regarding the functionality of our post-purchase app within the Shopify framework. The challenge with post-purchase offers not being visible upon checkout when using certain payment methods like Apple Pay is, in fact, a known limitation imposed by Shopify. Therefore, no app on the Shopify platform including ours can offer a work around for Apple Pay and such. You can find more details about this limitation in Shopify's official documentation: https://shopify.dev/docs/apps/checkout/product-offers/post-purchase#limitations-and-considerations We genuinely value transparency and have taken steps to outline these limitations in our help desk documentation, as you've rightly pointed out. We understand that you'd prefer this information to be more prominently displayed, but due to the intricacies and number of features we offer, it becomes challenging to highlight every detail in our main text. Nevertheless, we take your feedback to heart and will consider ways to make such details more evident. We're here to assist and clarify any doubts you might have. We appreciate your understanding and hope you find the solutions that best suit your needs.

We regret to hear about your dissatisfaction with the pricing structure. We aim for transparency and it's unfortunate that Shopify App pricing section has a limited template. The initial pricing is indeed for up to 50 customers, as mentioned in our pricing section. For larger customer bases, we offer different plans to accommodate various needs. Please reach out to our customer service team directly at [email protected] or me at [email protected], we'd be more than willing to discuss your specific requirements and help find a plan that suits your needs. Thank you for your feedback. Cheers, Ann

Dear merchant, we understand that cost is an important factor when considering an SMS marketing. We'd like to assure you that our pricing is set to cover the standard fees we pay to telephone carriers for international messages from a US-based phone number, including those to France. We'd like to invite you to contact our customer support team via our 24/7 Live chat or me directly at [email protected] to discuss potential discounts and tailor a pricing plan to suit your needs. We're here to help and ensure that our service meets your expectations. Thank you for giving us the opportunity to address your concerns. We look forward to assisting you in finding a suitable solution. Cheers, Ann Cher(e) commerçant(e), nous comprenons que le coût est un facteur important lors de la prise en compte d'un outil de marketing par SMS. Nous tenons à vous assurer que notre tarification est établie pour couvrir les frais standard que nous payons aux opérateurs téléphoniques pour les messages internationaux depuis un numéro de téléphone basé aux États-Unis, y compris ceux vers la France. Nous vous invitons à contacter notre équipe d'assistance clientèle via notre chat en direct 24/7 ou à me contacter directement à [email protected] pour discuter des remises potentielles et personnaliser un plan tarifaire adapté à vos besoins. Nous sommes là pour vous aider et nous assurer que notre service répond à vos attentes. Merci de nous donner l'occasion de répondre à vos préoccupations. Nous sommes impatients de vous aider à trouver une solution adaptée. Cordialement, Ann

Hi Ellen, we appreciate your feedback and thank you for being a loyal Free Plan user for almost 2 years. We understand that the new pricing may not have met your expectations, especially if you are not taking advantage of all of our apps. Our team worked hard to delay the pricing change as long as possible and provided our existing users with an additional discount to ease the transition. We noticed that the campaigns you had running assisted your store in making 29% of your total revenue in the last 30 days. Our team believes that we can help you optimize your campaigns and increase your revenue even more, which would help justify the costs of our new pricing. Give us a call, text, or email back. We would be happy to discuss some ideas on how to optimize your campaigns and pricing. Happy Valentine's Day! Ann

Dear Merchant, We have given users notice pricing change to come February 1st and a discount to legacy users. Please let our support team on Live Chat or [email protected] if you are seeing anything different so we can identify any bugs in the notifications. Regards, Ann

Hi Sarah, I see you were able to uninstall, nice work! Although a little hard to find in the Shopify Dashboard Install/Uninstall is controlled by Shopify. Apps are not given the ability to block merchants from uninstalling. I think you might have been mistaken when first writing this review. Apologies you felt stuck in one of our onboarding flows. Many of our merchants ask for 1-on-1 onboarding via demo call to better understand how we can serve their business and help them launch their first campaign within minutes. Recently, we are testing this onboarding option for only a small number of merchants. Based on your feedback and speaking with our leadership we are removing the onboarding call requirement. Please do reach out to me directly [email protected] if you like to give us another go. Cheers, Ann

*Update* All issues specific to merchant are resolved including merchant's latest reply in April. We are happy to work with merchant moving forward if they choose to return. Dear Merchant, Our deepest apologies for the delay. Over the past several weeks, we have been slowly upgrading our email infrastructure in preparation for the upcoming holiday season. We know that it's the busiest time of the year for our merchants, and wanted to ensure that once email volume on our system heavily scales up, that everything could flow through our system without issue. It seems like your account somehow got caught up in some delays during the maintenance period, but please rest assured that the maintenance is now over and that our system is back and is even better than before. Shopify billing unfortunately charges for app usage on your usual billing period with Shopify. So even though you uninstall you may see charge from prior month. Apps have zero ability to charge merchants after uninstall unless it was already pending on your invoice before uninstall. Please let me know if there's anything that I can personally help with in regards with email sending or anything else on our platform. Best, Ann

Yikes, that's a pretty frustrating experience you had. At first glance, we do not see nor receive reports of a system-wide issue with our popup not working as intended. Our team went ahead and conducted a thorough investigation of what might be giving you a hard time. We think we may know where you might have gotten hung up in our user experience and gone ahead and made updates to your campaign. Video Summary https://share.one.store/2Numo7wN Text Summary 1) There are two screens for the popup, the initial screen (step 1) and the rewards screen (step 2). It looked like you spent a lot of time getting your first screen customized to look like your brand but couldn't find how to customize the second screen. 2) We've mimicked the settings from the first screen of the popup to the second screen of the popup, so they both have a consistent look and feel. 3) Additionally, we think the other issue you were facing was that the popup was not "appearing" on your website with the current settings. It looks like what happened is one of your settings was "Stop Showing if the user had already subscribed to the popup," and looking through the account, it seems like you had already subscribed to the popup during one of your earlier test runs. 4) To continue to see how the popup looks on your website, we have a "Preview on Site" button that will allow you to see what your website looks like when "new" users visit it. The "Preview on Site" button will reset your browser and our app to think you are a new person seeing pop up. 5) If you visit your store website without clicking "Preview on Site" button, then our system will be subject to the "Stop showing setting" that was enabled as if you are experiencing the popup as one of your real customers. We offer 24/7 support, so we are happy to jump on a call, live chat conversation, or via email ([email protected]) anytime to discuss our investigation above or anything at all :) We look forward to hearing from you soon. Meanwhile, our product team will be looking into improve the user experience based on your feedback so that new users don't fall into similar confusion and frustration. Our popups is one of the most sophisticated on the market, but with complexity and flexibility in customization always creates room to improve the app interface. Regards, Maya

Dear Merchant, I am Ann, Customer Experience Manager at ONE app. Deeply sorry you had a frustrating experience navigating our app. If you reach us through our nearly 24/7 live chat or email at "[email protected]" we can help you get setup and we can even do a 1-on-1 onboarding call. Lastly, if there's something specific you wanted to achieve with our app we can send you a video recording walk through or set it up for you. We are always improving our user interface. Love to get more of your feedback to make improvements. Looking forward to working with you as you launch your new Shopify store. Cheers, Ann

Thanks for the feedback! We're sorry about your McDonald's experience, but have you tried their Buttermilk Crispy Chicken Sandwich?

Dear Merchant, I am Ann, Customer Experience Manager at ONE+ Pop Ups, SMS & Email Marketing Shopify App. Looks like you have been using our app for over 1 year (since June 2020) and collected over 1,800 email subscribers. Amazing! We noticed one of your team members left us a 1-star review about not being able to use the app for free. I think this might have been a miscommunication or mistake when quickly uninstalling/re-installing our app. We offer a Free Forever plan. If there's any limitation on your plan, I am happy to help you over live chat or email at "[email protected]" Please let me know how I can help with the use of our app. You have been a long time user of our app and we want to do everything to ensure you are happy and the app is cost effective for you. Cheers, Ann

Dear Merchant, so sorry for the inconvenience. Email Marketing is a very heavily regulated space by the email clients (i.e. GMail, Yahoo, etc). Once you go over a spam compliant threshold your email gets blacklisted. I looked into your account and you had (3 complaints)/(2380 emails sent)*100 = 0.13% spam compliant rate on your most recent newsletter. All email marketing platforms including ours gets automatically blocked and thrown into spam box after crossing a threshold. So we try to protect your account by temporarily pausing email sending. For example, here are some major email tools and their thresholds: MailChimp = 0.01% for spam complaints ActiveCampaign = 0.01% for spam complaints Klaviyo = 0.05% for spam complaints ONE+ = 0.05% for spam complaints Unfortunately, you had slightly over 0.05% with 0.13% spam compliant rate. Other email platforms will completely ban your account, but we temporarily paused your account to avoid Gmail, Yahoo, and etc completely blacklisting your emails for life. I know this is completely out of your control and it is ours too because Gmail, Yahoo, and etc take spam complaints seriously. It's a very complex and regulated space because all the abuse that happens around email. It's one of the reasons businesses turn to double opt-in feature to ensure low compliant rate and high deliverability. Please do message me if you have more questions. Cheers, Ann