Pinehaven Ponies review for OneLoyalty: Loyalty & Rewards
Oct. 31, 2024
As we had exceeded the 100 free 'active customers' (not orders) we were required to select a subscription plan to avoid the app being disabled, which was fine as we were happy with it up until this point. But during this subscription plan process it stated that we had to 'approve' a $3,000.00 amount they could potentially charge up to automatically from that point forward. While we were extremely ALARMED by this significant sum it REQUIRED us to approve just to select their cheapest plan, the popup window said we would be able to amend it in the plan settings afterwards, so we reluctantly went ahead and approved it in order to activate the necessary subscription. When we immediately went to lower that amount to something more reasonable, like a $30 limit, we were HORRIFIED to discover that it will NOT allow you to set an amount lower than $3,000.00 ! After urgently raising this issue with the app developer, and pointing out to them that the 'active customer' metric has absolutely no relation to actual paid orders being made, meaning any successful marketing drive we make to bring more visitors to our shop and encourage them to register as customers, could result in us being exposed to crippling fees AUTOMATICALLY charged by their app regardless of whether we had even made anything like the sort of paid sales which would allow us to cover these costs, their response was this: 1 - 'Sorry, but this billing method works for us' 2- 'Maybe if you disable that particular feature you're using it for it would count less customers as active' 3 - 'Trust us' After a lengthy back and forth where I explained the problem and why a vague 'active customer' metric is not useful, nor relevant to a shop's justification for spending on an app's fees, whereas actual orders would be, and stating that a 'Trust me, bro' answer to what is a potential $3,000.00 liability is not acceptable, they ended up just saying we can export our data and install a different app. Which is what we're now doing.
Hi Pinehaven Ponies store admin, Here is Windy from the OneLoyalty team. Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify our pricing plan to avoid any misunderstandings. Firstly, our pricing plan clearly outlines the app fee and how the usage charge is calculated based on exceeded monthly active customers (MACs). Secondly, we understand your concern regarding the inclusion of account creation in the MAC count. Please note, that we have already provided guidance on how to disable that function to better manage your MACs. Thirdly, as previously shared, the app spending limit of $3000 is the maximum usage charge that our app will charge our customers. For instance: - If your exceeded MACs result in a usage charge of $3, you will be charged only the app fee plus the $3 usage charge. - If the exceeded MACs result in a usage charge over $3000, the maximum you will be charged is the app fee plus $3000. To clarify, this spending limit policy is not a requirement from Shopify. We implemented it to enhance transparency and prevent unexpected charges by capping the usage charges at a visible maximum amount. Without this limit, charges could theoretically be unlimited, but we choose to ensure full transparency for our users. Finally, regarding your request to change the app spending limit from $3000 to $30, we are unable to accommodate it. Implementing it would disrupt the structure and functionality of our all plans and conflict with our established policies. As previously outlined, we hope this explanation provides clarity regarding our pricing plan and app spending limit. We understand that our current plans may not meet your requirements. Should you choose to explore other options, we truly hope you find a loyalty app that aligns perfectly with your needs. Best regards, Windy OneLoyalty by OneCommerce
