Releasit COD Form & Upsells

Salve, Sono Mehmed, responsabile del supporto tecnico di Releasit. Grazie per il suo feedbacko, capisco che questo cambiamento possa essere frustrante. Vorrei capire meglio la sua situazione, su quali opzioni di personalizzazione ha riscontrato difficoltà? Mi farebbe piacere verificare insieme le funzionalità a cui non riesce ad accedere, per vedere se possiamo trovare una soluzione adatta alle sue esigenze. Cordiali saluti, Mehmed

Hello there. I am Mehmed, tech support app lead for Releasit. First of all, I am truly sorry for the inconvenience the issue has caused. I understand how detrimental issues like this can be. Can you please reach out to [email protected] and ask for Mehmed, I will personally check what is happening and make sure your store is working without any issues? Looking forward hearing from you. Kind regards

Hello there, My name is Mehmed, and I’m the Tech Support Lead at Releasit. First of all, I’m truly sorry for the experience you had. I completely understand how frustrating it can be when your balance doesn’t update as expected, especially when it affects your store operations. I’d like to briefly explain why this sometimes happens. In some cases, the app’s frontend does not properly communicate the payment confirmation to the system. When that occurs, the top-up may not immediately appear in the application balance even though the payment was completed. When this situation is reported, our support team escalates the case to our finance department to verify the payment. Once the payment is confirmed, we manually update the balance from our backend. This process can occasionally take a couple of hours, but in most cases we are able to resolve it much sooner. We completely understand that any inconvenience can impact your store’s performance, and we truly appreciate your patience while we resolve situations like this. If you need any additional information or assistance with the app, please feel free to reach out through our support chat widget or by email at [email protected]. I’ll be more than happy to help. Kind regards, Mehmed Tech Support Lead Releasit

Hello there, I am Mehmed, tech support app lead for Releasit COD Forms and Upsells. First of all, I am really sorry for the disruption this has caused. I wanted to give a clearer picture on why we are transferring stores to free plan once they are closed : it is simply due to the fact we are trying to protect our customers from unnecessary spending. In case subscription would be staying active, it would trigger further charges for each passing month. We have also developed a system where we can recover all the orders made through the form for the past 5 days after plan limit is reached. Once again, I am truly sorry for the inconvenience, can you please reach out to us either through chat widget inside the application, or through email [email protected] so we can further discuss this matter. Kind regards, Mehmed

We are sorry for the experience you had. This issue is related to a custom theme compatibility, which can affect how the app interacts with the cart. Our support team has been assisting you, and we are actively working on a fix. The fix is currently in progress and will be released soon. We will inform you as soon as it is live. Thank you for your patience and for reporting this issue. Your feedback helps us improve the app. Carlos CEO, Releasit

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I’m truly sorry to hear that your customers were unable to complete their orders and that this resulted in lost sales. We fully understand how serious this is, especially when it directly impacts your revenue. Regarding the reinstallation, I want to clarify that reinstalling the app should not result in double charges. Shopify manages app subscriptions, and if there was any unintended rebilling after reinstalling, we are more than willing to review it immediately and ensure it is properly resolved. The suggestion to reinstall is sometimes used as a troubleshooting step to refresh the app connection with Shopify, but we understand how frustrating it can feel — particularly during an active issue. Please contact us directly with your store details so we can verify your subscription status, ensure you are not incorrectly charged and confirm everything is now working properly We take situations like this very seriously and are here to make this right. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I’m truly sorry for the experience you’ve had since December 23rd. An issue preventing customers from placing orders and blocking access to the app dashboard is extremely serious, and I completely understand why you decided to uninstall the app. Regarding the subscription, when an app is uninstalled Shopify automatically cancels the active plan. After reinstalling, the app defaults to the free plan until the paid subscription is manually reactivated. That said, if there was any confusion or billing concern related to this, we are absolutely willing to review it and make sure everything is correct. I also sincerely apologize if you did not receive a response from our support team. During that period we were handling an unusually high volume of inquiries, but that is not an excuse for you feeling ignored. If there was any oversight with your message, I am truly sorry. As for the Facebook Pixel, uninstalling the app can remove certain scripts depending on how tracking was configured, which may explain the inaccurate data afterward. We would be happy to help you verify and restore proper tracking to ensure everything works correctly. Even though you have decided to discontinue using Releasit, I would genuinely appreciate the opportunity to review your case personally and make sure no unresolved issues remain on your store. I’m very sorry for the disruption and frustration this situation caused. Mehmed, Tech Support App Lead

Soy Mehmed, Tech Support App Lead de Releasit. Lamento sinceramente lo que ocurrió y entiendo perfectamente lo grave que es perder 500 dólares en publicidad porque la app dejó de funcionar. Cuando se están ejecutando campañas pagadas, cualquier interrupción puede tener un impacto directo y muy frustrante en el negocio. El problema ya ha sido solucionado y la app se encuentra estable. Aun así, comprendemos que eso no cambia el impacto que tuvo en su momento, y por eso tomamos este tipo de situaciones con la máxima seriedad. También estamos reforzando nuestros sistemas de monitoreo para prevenir que algo similar vuelva a ocurrir. Por favor contáctanos directamente por el chat dentro de la app o al correo para que podamos revisar tu caso en detalle y asegurarnos de que todo esté funcionando correctamente en tu tienda. De nuevo, siento mucho la situación y el impacto que tuvo en tus campañas. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. We’re sorry to see that your experience did not meet expectations. We truly wish we had more details about what went wrong so we could address it properly. Our goal is to provide a stable app and responsive support for every merchant. If you experienced any issue at all, we would really appreciate the opportunity to review it and assist you directly. Please feel free to contact us through the in app chat or at support email, and we will prioritize your case. We’re here to help and would be glad to make things right. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I’m truly sorry for the situation you experienced. A 500 error preventing customers from placing COD orders is extremely serious, and I completely understand how two days of disruption could result in significant financial loss. The issue has now been identified and resolved, and the app is stable. We have also strengthened our monitoring systems to reduce the risk of similar incidents happening again. I’m especially sorry if you felt you couldn’t reach us. During the incident we received a very high volume of messages, but that should never leave you feeling unsupported. If there was any oversight with your inquiry, I sincerely apologize. If you are still experiencing any issues at all, please contact us through the in app chat or at [support email], and we will prioritize your case immediately. We are here to make sure your store is fully operational. Again, I’m very sorry for the impact this caused your business. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. First, I genuinely want to say I’m sorry for what you experienced. Having outages happen during live ad campaigns, not just once but multiple times, is incredibly frustrating, especially when it directly affects your ad spend and revenue. I completely understand how damaging that can be. Reinstalling the app is sometimes recommended as a quick way to refresh the Shopify connection, but I understand how disappointing it must have felt when the issue returned shortly after. That’s not the experience we want any merchant to have, particularly for something as checkout critical as COD. You’re also absolutely right about communication. Not having a real time outage notification makes it much harder to react quickly and pause campaigns. We’ve taken this feedback seriously and are actively improving both our infrastructure monitoring and how we communicate incidents to merchants. I truly appreciate you acknowledging our support team’s responsiveness. That means a lot. At the same time, we know that politeness alone isn’t enough. Stability and transparency are essential, especially for stores running paid traffic. If you’re open to it, I would be happy to personally review both stores to ensure everything is now fully stable and optimized. Thank you for the honest feedback. It helps us improve where it matters most. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. We sincerely apologize for the extended service disruption you experienced. An outage lasting this long, especially without clear communication is understandably frustrating and unacceptable, particularly for a COD form app that directly impacts order processing. Reliability and transparency are extremely important to us, and we regret that we fell short in your experience. Our engineering team has been actively working to resolve the issue and restore full stability as quickly as possible. At the same time, we recognize that better real-time updates and clearer communication should have been provided. We are reviewing both the technical cause and our communication process to ensure improvements are made on both fronts. Your feedback is taken seriously, and we truly appreciate you raising this concern. If you are open to it, please contact us directly so we can provide you with the latest update regarding your store and ensure everything is properly restored. Mehmed, Tech Support App Lead

Meraba, Ben Mehmed, Releasit için Tech Support App Lead’im. Yaşadığınız durum için gerçekten üzgünüm. “Response not successful: Received status code 500” hatası sunucu kaynaklı bir problemdir ve müşterilerinizin sipariş oluşturmasını engelleyebileceği için ne kadar acil ve kritik olduğunu çok iyi anlıyorum. Bu sorun artık giderildi ve uygulama şu anda stabil çalışıyor. Yine de sizde devam ediyorsa lütfen uygulama içindeki canlı sohbetten veya [support email] üzerinden bize yazın. Mağazanızı hemen kontrol edip sorunun tamamen çözüldüğünden emin olalım. Tekrar kusura bakmayın ve yaşattığı aksaklık için özür dilerim. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I’m truly sorry to hear that you’ve experienced issues for two days and felt that you didn’t receive a response. I completely understand how frustrating that must be, especially when the app is critical to your order flow. During the incident, we were handling a very large volume of inquiries, and our team has been working hard to respond to every single merchant as quickly as possible. That said, it is possible that we may have had an oversight with your message, and if that is the case, I sincerely apologize. The issue has now been fully resolved, and the app is stable. Our team worked through a very large volume of inquiries during this period and did everything possible to restore normal operation as quickly as we could. If you are still experiencing any problems at all, please contact us directly through the in app chat or email us, and we will immediately review your store to ensure everything is working correctly. Looking forward hearing from you Mehmed, Tech Support App Lead

Hola, Soy Mehmed, Tech Support App Lead de Releasit. Entiendo perfectamente tu frustración, especialmente en pleno Q4, que es uno de los periodos más importantes del año en ventas. Si la app no estaba funcionando y además sentiste que no recibías respuesta, es totalmente comprensible que estés molesto. El problema técnico ya fue identificado y solucionado, y la aplicación se encuentra estable en este momento. Durante el incidente recibimos un volumen muy alto de mensajes, pero eso no quita que debimos responderte con mayor rapidez. Te pido disculpas sinceramente si hubo una demora en tu caso. Por favor, contáctanos nuevamente por el chat dentro de la app o al correo support email para que podamos revisar tu tienda de inmediato y asegurarnos de que todo esté funcionando correctamente. Lamentamos mucho el impacto que esto haya tenido en tus ventas. Mehmed, Tech Support App Lead

Hola, Soy Mehmed, Tech Support App Lead de Releasit. Lamento muchísimo lo que estás describiendo. Entiendo perfectamente la frustración de invertir dinero en publicidad y que el formulario no funcione, afectando directamente tus ventas. Esa es una situación muy seria y no la tomamos a la ligera. El problema técnico ya ha sido solucionado y la app se encuentra estable. Si en algún momento no recibiste respuesta, quiero disculparme sinceramente. Durante el incidente recibimos un volumen muy alto de mensajes, pero eso no cambia el hecho de que debimos responderte. Por favor contáctanos nuevamente por el chat dentro de la app o al correo [support email] para que podamos revisar tu tienda de inmediato y asegurarnos de que todo esté funcionando correctamente ahora. Si hubo algún inconveniente adicional, queremos analizarlo contigo directamente. De verdad sentimos el impacto que esto tuvo en tu negocio y estamos aquí para ayudarte. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. We’re sorry to see that your experience did not meet expectations. We truly wish we had more details about what went wrong so we could address it properly. Our goal is to provide a stable app and responsive support for every merchant. If you experienced any issue at all, we would really appreciate the opportunity to review it and assist you directly. Please feel free to contact us through the in app chat or at support email, and we will prioritize your case. We’re here to help and would be glad to make things right. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I want to sincerely apologize for the impact this incident had on your store. We fully understand how serious this is, especially when COD is your only checkout option. Having to pause your store and lose real sales is incredibly frustrating, and we do not take that lightly. We have identified the root cause of the issue and implemented corrective measures to restore stability. Our engineering team has also added additional safeguards to reduce the risk of similar disruptions happening again. That said, I completely understand that during the outage, not having a clear ETA or workaround was frustrating. While some technical incidents are complex and difficult to time precisely, we recognize that clearer communication and contingency guidance are essential, especially for merchants who rely entirely on COD. We are actively improving our monitoring and incident communication process to ensure better transparency moving forward. If you’re open to it, I would truly appreciate the opportunity to personally review your store and confirm everything is now functioning correctly. Please feel free to reach out to us directly so we can assist you further. Again, I’m deeply sorry for the disruption and the business impact it caused. Mehmed, Tech Support App Lead

Hi there, I am Mehmed, Tech Support App Lead for Releasit. I’m truly sorry for the experience you’ve had and for the impact this issue had on your sales. A form not loading ,especially for an extended period is extremely serious, and we fully understand how this could lead to a significant drop in conversions. We have identified the root cause of the issue and implemented a fix to restore normal functionality. We are also reinforcing our monitoring systems to detect and resolve similar issues much faster moving forward. Regarding support response time, I sincerely apologize if you felt we were slow. During high-impact incidents, we prioritize resolving the technical issue as quickly as possible, but we recognize that timely and clear communication is just as important. We are actively improving our response and update process during critical situations. If you are open to it, please reach out to us directly so we can personally verify that everything is fully operational on your store and assist you further. Again, I’m very sorry for the disruption and the impact on your business. Mehmed, Tech Support App Lead