UpCharge Fees Addons Surcharge

Hello, Thank you for sharing your feedback. We’re sorry to hear that our app didn’t meet your expectations. The reason our app currently doesn’t support the ‘Buy Now’ button is that it’s designed to work within the cart, allowing us to provide a more seamless experience during the checkout process. We understand this might not be ideal for everyone, and we’re always looking for ways to improve. For more details on how our app functions, including this limitation, please feel free to visit our Help Center. If you have any further questions or need assistance, our support team is here to help. We appreciate your understanding and thank you for helping us improve.

Hi, We’re truly sorry to hear about the issue you encountered and understand how concerning this must have been. We value every customer and were saddened to see this review without having had the chance to assist you directly. We haven't experienced any downtime or errors on our end, and unfortunately, without prior contact, we couldn’t investigate this issue sooner. We sincerely wish you had reached out to us, as we would have loved to work with you to resolve this promptly. Should you decide to reinstall the app, we would be more than happy to assist and ensure everything runs smoothly for your store. As a side note, we're actively working on integrating the Cart Transform API to significantly improve how fees are applied, aiming to provide an even better experience moving forward.

Hello, We want to extend our sincerest apologies for the delay in resolving the issue you’ve encountered with our app. As we can see, you submitted a service request on Wednesday, and our team processed it. We requested a collaborator access request to your store on that day and were waiting for you to accept it so we could investigate the issue. The request is still pending approval, so it seems like you missed both the request and the message we sent to you. Unfortunately, you already deleted the app. Should you ever decide to give it another try, please reinstall the app and accept the access request pending. We'll ensure the app is configured and functions as intended. Thank you.

Hello, We are sorry for the inconvenience you experienced with the app setup. The app usually comes with automatic installation. However, if the target theme has some specifics (unique selectors or external custom code integrated), additional actions may be required to get the app up and running. As a rule, it's required to add theme selectors to the app settings. We offer free installation/configuration services and try to process all inquiries timely. However, due to the location of our development office (Europe) and time zone differences, there is a chance we may get back with a minor delay. Again, we are truly sorry for that. If you ever decide to give the app another try, please feel free to contact us.

Hello, We appreciate your feedback and are sorry to hear you faced difficulties with the app integration. The app is a theme extension and should work after you activate the embed in the theme settings. But in some cases, if your theme is non-standard, highly customized or there is an external code, that conflicts with our code, you might need to specify your theme’s unique selectors in the app’s settings to make it work. Unfortunately, we didn't manage to find any support requests from you in our system to be able to assist. We offer free installation services, so if you ever decide to give the app another try, please feel free to contact us. We'll make sure the app is up and running at your store. Thank you.

I can understand your frustration. We have just made changes to the app that should improve the situation. Let me give you some background on this problem, and describe our solution. In the initial version of the app, in order to add a fee to a shopping cart, we were creating a product for that fee on the fly. For some merchants that resulted in multitude of fee products generated by the app, which sometimes caused problems with Shopify's product limits. A few months ago we decided to rebuild our app from scratch, which included completely reworking the logic of how our fees get created and added to the shopping cart. As a result, our app now creates only a very small amount of fee products, and is also much more efficient and fast. But, as you review also describes, this approach has a trade-off in form of how percent-based fees appear in checkout. We took your review to heart as we realized it raises a valid point. Over the last week we had been working on a solution to target that problem, and today we released an update. This update adds a field called Fee Increment to the fee settings, that will allow you to specify the increment value which is used to form the total fee amount. This approach can decrease the quantity of the fee product in the cart by a factor of 10 or even 100, depending on the Fee Increment value that you specify. We understand this may not completely resolve the problem, but we hope it makes it less prominent, considering the technological restrictions in which we have to operate. For more information on how Fee Increment settings work, please see your Fee configuration page in the app's admin.

Hello, Thank you for sharing your experience with us. We are truly sorry for the difficulties you've faced with. We reviewed all your tickets. All of them were processed in a timely manner and the app itself is configured properly. You've got multiple fees applied to a single product because you have several active fees that meet the condition for that product. You need to review your fees and remove/deactivate the extra ones if needed. We weren't able to reproduce the issue with outdated rates and asked you to send us additional details (Ticket #99568) this week. We are always here to assist but we need your feedback on our replies to be able to assist. Looking forward to hearing from you. Have a great day!

Hello, We are sorry you've faced difficulties with the app charge. As we can see, you've uninstalled the app on January 5, not a month ago. You are billed for the app subscription as part of Shopify's 30-day subscription billing period. Make sure that you consider app billing cycles when you uninstall the app. Recurring app charges are generated the first time an app charge is approved, and then on the first day of an app's billing cycle. Because of this, a charge will appear on your bill even if you uninstall an app only a day or two after you install it. We are not authorized to provide refunds directly because the app charge is part of a Shopify bill. You may address the Shopify support and issue a refund, we'll approve it from our end. Have a great day.

Hello, Thank you for sharing your feedback with us. We are sorry you had difficulties with the app. Please note that it requires code installation. Our team offers free installation/configuration services to make sure it's set up as expected. If you ever decide to try it out ever again please feel free to address us. Have a great day.

Hello, Thank you for your feedback. We are sorry you've faced difficulties while setting the app up. Please be kindly informed that we offer free installation services and lifetime technical support. So you may always address us in case of any concerns, we'll do our best to assist as soon as possible. Our team contacted you right after you've submitted a request with no reply from you. Please feel free to reach out to us if any further assistance is required. Have a great day.

Hello, Thank you for sharing your feedback with us. Please note that the app requires code installation. Our support team reached out to us and configured the app for you. Always feel free to address us if you have any other questions or concerns. Have a great day!

Hello, Thank you for your feedback and so sorry to hear you experienced a delay in your support request. I checked your ticket, and it seems that the problem had been related to the incorrect installation. Our team managed to fix this in less than 24 hours since your first reply. We pride ourselves in maintaining the highest quality standards for our customers and will do our best to improve this resolution time. Please let us know if you have any questions or need our help. We will be glad to assist you. Thanks for giving the app a second chance. We are sure it will bring your business extra value!

We’re extremely sorry that you had to face such difficulties. We thoroughly investigated your ticket and please find our comments below. 1) Your initial request was to add a fee for all orders under a specific amount. The thing is that our app can do this without any issues. Please, take into account that Shopify doesn’t allow adding extra fees as a separate row in the checkout as you wanted. Our team didn’t make a promise to set it up this way. 2) Also, fees couldn’t be added without theme code modification due to Shopify API restrictions. Other top and popular apps require code modification as well. You can find a detailed description of how to make changes on Shopify App store listing. Also, we provide installation and uninstallation services free of charge for all customers. 3) Besides contact email we have live chat support. You can find the live chat icon in the right bottom corner of the screen. 4) After reviewing your ticket we’ve found out that when we installed the app, the modal cart was disabled in your store. Then it seems someone on your end enabled it and the fee didn’t apply correctly to the qualifying orders. Please note that our tech team always verify the installation before notifying our customers. Also, you mentioned that you reverted your theme to the previously saved version and you had lots of issues. The thing is that our code could not be the reason for any issue if you restore the previously saved version since it wasn’t installed there before. Moreover, our installation guide has quite detailed descriptions of what code is implemented to quickly find the code that should be removed. Our team also offers free uninstallation service for all customers. Please, contact us at email or live chat. We hope to resolve this to your benefit and earn you back as a customer.