Josh Kirby Art Official review for PayWhirl Subscriptions

Terrible experience that negatively impacted our cash flow. First I'll address their response: 1. I signed up for a paid plan, which they say is supposed to come with better support so if it's even worse than this, my lord they need a lot of work. 2. They said their app won't work with Shopify but clearly their reps don't know this because no one told me that or we wouldn't be here, just more terrible service. Original review: I had to get a support rep to help set up the Shopify store since the directions on the site for set up are outdated (as per the rep), but I assumed it was set up correctly. Unfortunately with each payment (of a four payment plan), it places a new order and charges us for the on-demand product cost. Now I have to cancel all orders, refund everyone and figure out how I'm going to get these customers back. And of course, support takes way too long to respond, already a few hours in with no resolution to the second issue in two weeks. They told me to refund on Shopify, I do so and it says "request declined." What they didn't tell me was (I'm assuming) that I needed to cancel the subscription first so I did it in reverse and hope it works. Not sure until I see us the biz refunded for multiple orders. If the website direction is wrong and two reps don't know what they're doing (and support takes way too long), how can you trust this app?