Positive Science People review for Seal Subscriptions App
June 21, 2024
Be aware that every time a customer moves house and changes their address, or updates the billing details, the subscription will break, without notifying the seller. The link you can send to the customer to update their billing details does not resolve it. This is a huge flaw in the app as it creates a lot of friction for the customer, extra work for the seller, and some lost business. I've messaged Seal several times about this, but all they suggest is setting up a new subscription. By that time it's often too late - the customer has either moved on or I have to give them a free product to make up for the inconvenience. In addition, while their customer support is fast, the quality of the replies is often poor and requires multiple emails going back and forth.
Update 2024-06-27: It seems that we can't get a hold of you. The issue you mentioned occasionally happens in ShopPay, with the ShopPay payment method when the customer removes their credit card from their ShopPay account, which is why the subscription can't be renewed after the card is removed. Unfortunately, the issue happens at ShopPay and not at our side and we can't control ShopPay's systems and their code. However, we have notified Shopify Support about this issue and we have a ticket open with Shopify Support. If you can get back to us, we can add your case to the ticket, so Shopify can try to resolve it as soon as possible. Overall, if anyone else is experiencing this issue, please contact us at [email protected]. Original reply: Hi, We are trying to contact you about this issue over the email and phone so we can help you out with this. Can you please reply to our email sent from [email protected] so we can check what exactly is going on there and resolve the issue for you? Thank you, Seal Subscriptions app team
