Order Lookup | venntov

Hi there, I hope you are having a good day! We reached out regarding the confusion around canceling your subscription and saw that you were able to cancel your subscription. We also sent you a refund. Please let us know what else we can do to turn this negative experience into a positive one. All the best, Rhian Beutler President venntov

Hi there, I hope this finds you well. I'm sorry that you had a negative experience with the app and our team. When reviewing this case, I did a deep dive through every interaction between you and our team. Unfortunately, I do not see the same thing that you are. Do you have other email addresses that may be confusing the system? From everything I can see: You emailed us, we emailed you back (several times), sent you back-end access to approve ( which you did), and then there was no follow-up on your end. The last email we received from you that is unrelated to us trying to navigate a fix for you based on this one-star review was to Becca on August 2 at 7pm PDT, and she responded August 3rd at 12pm PDT. We did extensive CSS customization on your store- far more than we do on most of the stores that use our app, and we also refunded you for the app, and offered you three months of credit if you wanted to continue using the app. I understand that things are challenging right now, but when we emailed you on August 19th 5:35pm PDT regarding this negative experience - you were unwilling to work with Rob, our VP of Product. We want to make this right, we really do- as we cherish the customer relationships we have built up over time. I believe that this is really a miscommunication - which was driven by you waiting for our support team to get back to you ( without them knowing that you had approved back end access), and by them believing they were done interacting with you as of August 3rd, because that was their last point of direct contact with you. Please email us at [email protected]. We want to make this right. Best, Rhian Beutler President venntov

Hi there, I hope this finds you well. I waited to respond publicly, as I so often do- as I prefer to mitigate customer experience challenges privately. Unfortunately, after three emails to you over the course of a week, we have not received a response from you. The solution for your particular issue is easily remedied and would have been fixed with an email to our support team. We at venntov are proud of the customer experience we provide and are sorry that you are unsatisfied with an app that came highly recommended to you. Unfortunately, because you never reached out prior to this review, nor have you responded to any of our emails it has put us in a position of wanting to make you happy but not being able to. Please email us at: [email protected] or respond to any of the emails that have been sent to you. We look forward to your response. All the best, Rhian Beutler COO + Co-founder venntov

Hi there, We have been working with you behind the scenes on this but wanted to take a moment to publicly acknowledge your feedback. Our support team always got back to you in a timely ( within one business day) manner- and prior to you leaving this review - you were aware that we were working on the challenge you were having. We have reached out to you three times since the review, and only once have you responded- we really want to make this right for you- as we truly value all of our merchant's experiences. Most recently Rob, the Director of Product reached out to you to continue dialogue and troubleshoot. Please respond back to his emails, we want to ensure that you have a positive experience with Order Lookup. All the best, Rhian Beutler COO/Co-founder

Hi there, I can tell you are very unhappy with being charged for order lookup, and I am sorry that you are frustrated with the situation. We checked our emails and did not get any emails from you (but sent one, so please check!) I would like to give you some clarity in relationship to billing. You installed the app on April 20th and uninstalled it on May 8th. This means that you had the app for 18 days, which is 11 days longer than the 7 day trial period. The last thing we ever want is for you, or anyone to think our company or app is a scam- we pride ourselves on our integrity and ethical business practices. We are happy to make this right for you, and to refund the money. But it does require you responding to our email, otherwise we are unable to refund you the $10 USD you were charged for using the app. Please email us at [email protected] or respond to the email we already sent. Like I said, we want to make this right, and for you to be happy. All the best, Rhian Beutler COO/Co-founder ***UPDATE*** June 30, 2020 Hi again, We wanted to confirm that you have received your refund as we have not received an email confirmation from you. In collaboration with Shopify we refunded your $10 USD on May 23rd. Please email us back so we know that you have received these funds, as our customer's satisfaction is very important to us. All the best, Rhian Beutler COO/Co-founder

Hi there, We emailed you this morning regarding this issue. We received your email requesting a refund at 4am PDT (before our operating hours), and not only responded to your email by 6:49am PDT (also before our operating hours), we also offered to refund you the $10 USD. It seems as if there may be some confusion as to when you get billed. You installed Order Lookup on May 4th, at which time you agreed to the $10 USD monthly fee. You then uninstalled on May 20th. Because you used the app for longer than the 7 day trial, you were billed. We want to make this right for you, and the last thing we want is for you, or anyone to think that we are a "scam." We have thousands of happy customers, and generally people email us if they need a refund for whatever reasons. Please respond to our email, or email us again at [email protected]. All the best, Rhian Beutler COO/Co-founder ***UPDATE*** May 30, 2020 Hello again, Your refund was processed on May 25th, in collaboration with Shopify. We emailed you to confirm but have not received a response. As mentioned previously, we pride ourselves on giving exceptional customer experiences and want to ensure your refund was received. All the best, Rhian Beutler COO/Co-founder

Hi there, Here at venntov we try to make every experience a great one! We never want you to get charged if you have removed the subscription. We have tried reaching out to you via email but it does not seem that our emails are going through- could you please reach out to me directly at [email protected] . We really want to make this right for you. All the best, Rhian Co-founder/COO venntov

Hi there, I’m so sorry you had a negative experience with our app. At venntov we try to make every experience positive and have thousands of happy customers. It seems as if your concern is with our pricing transparency, which is available for view in three different locations, and requires you to approve the fees with the “approve charge” button that you have to click before installing our app through the Shopify on-boarding process. I’m sorry if that was not clear enough. We have been in email contact with you since receiving this review, and have subsequently refunded your fees as it appears the was a misunderstanding regarding pricing. We really want to make this right. If there is anything we can do to make this experience better for you please email us back. Best regards, Rhian Beutler COO/Co-founder