Upsell.com ReConvert Bundles

Hi Safira, I’m Avraham, Director of Customer Success at Upsell.com. I understand why you’re frustrated. Being charged $39.99 after a short evaluation is not the experience you expected. For clarity: Shopify bills our app through Shopify’s own app billing system. In your case, our records show multiple installs and uninstalls, and the $39.99 was applied as a Shopify “usage charge” in the up to 500 orders tier. This pricing is based on your store’s last 30 days order volume, not on whether you actively “used” the app during that period. We have reached out privately to review this with you and to resolve it quickly and fairly. If there is any confirmed billing error, we will correct it. If not, we will still consider an appropriate goodwill remedy, but we need to handle that directly via the ticket so we can verify the billing details and ensure there are no further charges.

Hi there Avraham here, Director of Customer Success at Upsell.com I read your review and the conversation you had with the team, and I am genuinely sorry for the stress and frustration this has caused. I have already reached out to you directly with a full resolution If you are open to giving us another chance, please reply to the email or other messages I've sent you, or contact us via the in app chat and ask for me by name so I can take personal ownership of your case. Avraham Director of Customer Success Upsell.com

Hi Bonnie Avraham here, Director of Customer Success at Upsell.com I read your review and the conversation you had with the team, and I am genuinely sorry for the stress and frustration this has caused. Based on what I see in your account, the recent $499.99 charge should not have happened in your situation, and that is on us, not on you. This involved a bug where Colombian pesos were treated as Mexican Pesos for some reason - we are looking into this to make sure it doesn't happen again. Thanks for bringing it to our attention! This resulted in you being placed into the incorrect tier for your store. I have already reached out to you directly with a full resolution, including: - A complete refund of the $499.99 charge - A commitment to get your setup fixed and fully optimised within 24-48 hours once the app is reinstalled You have been a loyal customer and we do not take that for granted. We would really like the opportunity to earn back your trust and show you how Upsell.com should work when everything is set up correctly. If you are open to giving us another chance, please reply to the email I sent or contact us via the in app chat and ask for me by name so I can take personal ownership of your case. Avraham Director of Customer Success Upsell.com

Thank you for taking the time to leave feedback. I am sorry for the frustration you have experienced. The behavior you describe is not how Upsell.com’s pricing is intended to work. Our goal is that the app increases your profit, not that your extra profit “ends up going to us”. What you are seeing may be a billing error or a misunderstanding of how the current plan is structured, and I would like to review your account in detail to understand exactly what happened. If you are open to it, please contact us through the in-app chat or at [email protected] with your store details so we can check every charge on your invoices. If anything was billed incorrectly or is not aligned with the pricing you agreed to, we will correct it and refund as needed 🙂 I understand you are trying another app and you should always use what works best for your business. At the same time, I want to make sure your experience with Upsell.com is properly resolved and that our pricing is clear and transparent 🙏 ---- Update 24-11-25 -> Thank you for taking the time to update your review and share more context. I am sorry that this experience has left you feeling this way. To clarify, we do not condition error corrections or billing fixes on merchants changing or deleting reviews. When we identify a clear mistake, we correct it. In this case, what we discussed was a discretionary goodwill refund that goes beyond correcting an error. As a matter of policy, we do not issue additional goodwill refunds while a public review still presents us as acting in bad faith. That is not blackmail and it is not about trying to silence criticism. You are absolutely entitled to keep any honest, accurate review in place. Our position is simply that we will always fix genuine mistakes, but extra goodwill gestures are reserved for situations where there is also goodwill on both sides. We remain happy to review your billing again and make sure that any incorrect charges are fully resolved.

Hi there, I've reached out to you - we will resolve this for you! Come back to me please asap - I really want to help! Avraham Director of Customer Success Upsell.com (ex ReConvert)

Thank you for sharing your feedback. We understand how this experience was not ideal for you. Our team has already been in direct contact, and we’re working closely with you to resolve this matter fully. We appreciate the opportunity to clarify and make things right. Avraham Director of Customer Success Upsell.com (ex ReConvert)

Hi there, we spoke over the phone re this... Kindly remove as mentioned, thanks! Avraham Customer Success Director Upsell.com (ex ReConvert)

Hi there! Please come back to me, we really want to resolve this for you!! Avraham Director of Customer Success Upsell.com (ex ReConvert)

Hi there Joshua! I'm so sorry you had a bad experience - I'm going to sort this out for you, please look out for my message. Avraham Director of Customer Success Upsell.com (ex ReConvert)

Hi, I would love to know what went wrong here so that we can work to resolve things - (and make things up if there was an error / problem). Please come back to me asap so I can resolve this for you! Avraham Director of Customer Success ReConvert

Hola, ¡lamento oír eso! Generalmente, si la aplicación está instalada, el sistema no distingue entre pedidos de prueba, pero con gusto puedo resolver esto y corregirlo. ¡Queremos que estés contento! Te envié algunos mensajes, por favor, contáctame. ¡Sé que podemos solucionar esto! Avraham Director de Éxito del Cliente ReConvert

Hi Alejandro I'm so sorry to hear this - I'm not sure what happened here as it is not possible that the app could continue to charge you after uninstalling (unless there was an annual plan perhaps that was managed outside of Shopify?) In any case, I'm here to help and we will resolve whatever issue you have had. I can also see you're a long-term valued customer of ours and I want to do whatever I can to make this right. Please come back to me asap so we can resolve! Avraham Director of Customer Success ReConvert

Hi there B, I've reached out to you - please come back to me so I can sort this for you! Avraham Customer Care Director ReConvert

Hi there, I'm sorry the app did not meet your expectations. I see that you only had the app installed for four minutes and did not reach out to support. I've reached out to you, please come back to me :) Thanks Avraham Director of Customer Success ReConvert

Hoi Drie Het spijt ons te horen van je ervaring. We hebben onze gegevens gecontroleerd en hebben geen ondersteuningsverzoek van je winkel ontvangen. Ons team biedt bijna 24/7 live ondersteuning en lost de meeste problemen binnen enkele minuten op. We hebben via verschillende kanalen contact met je opgenomen om te helpen, en we stellen het op prijs als we dit samen kunnen oplossen in plaats van alleen via een 1-sterrenrecensie op de hoogte te worden gesteld van problemen. Beantwoord mijn berichten zodat we dit voor je kunnen oplossen. ---- Hi Drie We’re sorry to hear about your experience. We’ve checked our records and haven’t received any support request from your store. Our team offers near 24/7 live support and resolves most issues within minutes. We’ve reached out through multiple channels to help, and we’d appreciate the opportunity to resolve this together rather than learning about issues only through a 1-star review. Please reply to my messages to you so we can get this fixed for you.

Hi Mia Sorry you're upset with the payment model. You said you didn't want to approve the payment, so didn't install the app. That's fine, but we need to be able to charge stores with higher order values - this is what the approval is for - stores with lower order values and revenue will never be charged that amount. :) I've tried to contact you directly a number of times to sort this and work together for you - we take our reviews and customer care seriously, hence why we're trying to reach you. Please come back to me so we can sort this for you! Jordan Customer Care Supervisor

I have been in touch with you to resolve this, kindly come back to me so that we can resolve this for you. Avraham Director of Customer Success ReConvert