TrustWILL Product Reviews App

Hi Mountable, This is Joey, the Account Manager at TrustWILL Reviews. I’m really sorry for the frustration caused. Since the review itself didn’t include additional details, we weren’t fully sure what led to the 1-star experience. The most recent ticket we could find from your account was regarding a refund request, so I personally checked into it again for you. I’ve just checked your account again and noticed there is a subscription charge for Apr 28 – May 28 that has already been successfully billed. Could you please confirm if this is the charge you would like refunded? Once confirmed, I’ll personally help process it for you as soon as possible. You can reply to me directly anytime at: [email protected] I’ll do my best to help resolve this for you quickly. Thank you. Best regards, Joey Account Manager TrustWILL Reviews

Hi there, After reviewing your case, we did follow up multiple times via email and worked closely with you to resolve the issue. The situation was related to multiple subscription changes rather than unexpected charges, and as a gesture of goodwill, we processed refunds where applicable and also assisted in restoring your plan access when requested. If things have improved since then, it would really mean a lot to us if you’d consider updating your review to reflect your latest experience. We genuinely appreciate your feedback and the chance to make things right.

Hi there, We’re sorry to hear that you had a frustrating experience at that time. After reviewing your case back then, we found that the review request emails were scheduled based on your email timing settings — specifically, they were set to be sent 3 days after the order was marked as shipped. Since some of the orders had not yet reached the shipment trigger, the system was still waiting for the configured condition before sending. We understand how confusing this may have felt, especially when you were expecting the emails to go out immediately. Our team did review the setup and provided a detailed explanation to clarify how the trigger rules were working in your account. Please note that email sending behavior is not affected by plan level — both free and paid plans follow the same trigger logic. Although you’ve decided to uninstall the app, we genuinely appreciate that you gave us a try. If you ever decide to revisit review automation in the future, we’d be more than happy to assist with setup to ensure everything works as expected from the start. Wishing you and your store continued success. — The TrustWILL Review Team

Hi there, We sincerely apologize for the layout issue and the delayed response during the December peak. Our R&D team looked into your case immediately, but as the app had already been uninstalled, we were unable to access the live environment to diagnose and fix the specific theme conflict. We reached out to you via email to offer manual troubleshooting, but we didn't receive a reply. However, we took your feedback seriously and have since performed a major optimization on widget compatibility to prevent such display errors for all users. We would love the chance to help you set it up correctly. If you’re open to giving us another try, please contact our support team—we’d be happy to provide a special discount as a gesture of our commitment to your success! TrustWLL Reviews Team

Hi Zoomiko, I’m Joey, the Account Manager at TrustWILL Reviews. Thank you for sharing your feedback, and please accept my sincere apologies for the loading issues you encountered 4 months ago. We tracked the issue down to some temporary third-party server instability in December. Our team took this very seriously and has since implemented a total system optimization to ensure much faster and more reliable performance. I was personally very glad to see that you reinstalled our app on December 12th! It means a lot to us that you chose to give us another chance. I’d love to check in and see how the app has been performing for you so far? As a token of my appreciation for your loyalty, I’d like to offer you a special discount if you plan to continue with us. Please reach out to me directly at [email protected], and I’ll personally handle the arrangements for you. I look forward to helping your business grow! Best regards, Joey Account Manager TrustWILL Reviews

Hallo back-lava, ich bin Joey, Ihr Account Manager bei Trustoo. Ich wollte mich persönlich bei Ihnen melden, da ich gerade Ihre Nachricht und die erwähnten Probleme gesehen habe. Es tut mir aufrichtig leid, dass meine Antwort so spät kommt — mein Großvater ist vor ein paar Tagen verstorben, und ich musste ein paar Tage frei nehmen, um bei meiner Familie zu sein. Ich war nicht im Büro und es tut mir sehr leid, dass ich mich nicht früher bei Ihnen melden konnte. Ich kann Ihren Frust vollkommen nachvollziehen. Sie wollten, dass die Sternebewertungen korrekt angezeigt werden, und als es nicht funktioniert hat, muss es sich angefühlt haben, als hätten Sie für etwas bezahlt, das nicht funktioniert. An Ihrer Stelle würde ich mich genauso fühlen. Es tut mir wirklich leid, dass das passiert ist und welche Unannehmlichkeiten es Ihnen bereitet hat. Um dies auszugleichen, möchte ich Ihnen die Rückerstattung für dieses Monatsabo anbieten. Da die Rechnung für Dezember noch nicht belastet wurde, können wir keine direkte Rückerstattung vornehmen, aber ich kann App-Guthaben auf Ihr Shopify-Konto anwenden. Dieses Guthaben wird automatisch Ihre Dezember-Rechnung ausgleichen, sodass Sie für den kommenden Monat nichts bezahlen müssen. [Image] [Image] [Image] Bezüglich der von Ihnen erwähnten Probleme — der Anzeige der Google-Sternebewertungen sowie der Sterne auf Ihrer Startseite und auf den Kategorieseiten — hat unser R&D-Team beide Probleme vor zwei Tagen behoben. Könnten Sie bitte bei Gelegenheit überprüfen, ob alles korrekt angezeigt wird? Wir werden die Situation weiterhin genau beobachten, um ein erneutes Auftreten zu vermeiden. Könnten Sie mir bitte mitteilen, ob die Lösung mit dem App-Guthaben für Sie in Ordnung ist? Da ich mir nicht sicher bin, ob meine Antworten über Shopify Ihr Postfach zuverlässig erreichen, habe ich Ihnen zusätzlich eine separate E-Mail von [email protected] gesendet. Es wäre großartig, wenn Sie direkt auf diese E-Mail antworten könnten. Vielen Dank. Mit freundlichen Grüßen Joey

Hallo Taschenkinder, hier ist Joey, Customer Success Manager bei Trustoo. Ich habe gesehen, dass Sie unsere App kürzlich deinstalliert haben, und der von Ihnen angegebene Grund hat sofort meine Aufmerksamkeit erregt. Es tut mir wirklich leid zu hören, dass Sie eine unangenehme Erfahrung gemacht haben – insbesondere, wenn unerwartet Rabattcodes an Ihre Kunden gesendet wurden. Ich möchte klarstellen, dass die Funktion für „Bewertungs-Belohnungsrabatte“ in Trustoo vollständig optional ist und jederzeit ein- oder ausgeschaltet werden kann. Wenn ein Händler nicht möchte, dass nach einer Kundenbewertung Rabattcodes versendet werden, reicht es aus, diese Einstellung zu deaktivieren. Da die App bereits deinstalliert wurde, kann ich Ihre früheren Einstellungen leider nicht mehr einsehen. Deshalb weiß ich im Moment nicht, ob die Rabattfunktion versehentlich aktiviert war oder ob sie deaktiviert war und dennoch Codes versendet wurden – was dann auf ein technisches Problem hindeuten würde. Sollte es ein technischer Fehler sein, werden wir diesen selbstverständlich umgehend beheben. Und falls es sich um eine reine Einstellungssache handelt, richten wir das gerne für Sie korrekt ein. Da Sie erwähnt haben, dass Rabattcodes versendet wurden, kann ich Ihren Ärger vollkommen verstehen. Als Entschuldigung und Ausgleich für die entstandenen Unannehmlichkeiten bieten wir Ihnen gerne eine Form der Wiedergutmachung an, sobald wir verstehen, was genau passiert ist. Um sicherzugehen, dass Sie meine Nachricht erhalten, habe ich Ihnen zusätzlich eine E-Mail von [email protected] geschickt, falls Sie über das Shopify-Nachrichtensystem möglicherweise nichts empfangen. Sie können auch direkt auf diese E-Mail antworten. Könnten Sie mir bitte ein paar weitere Details zu dem Vorfall mitteilen? Schon eine kleine Information würde uns sehr helfen, das Problem richtig nachzuverfolgen und für Sie zu lösen. Vielen Dank für Ihre Zeit und nochmals Entschuldigung für die entstandenen Umstände. Ich hoffe wirklich, dass wir das für Sie klären können. Mit freundlichen Grüßen Joey Account Manager, Trustoo

Hello Neo, I’m Joey, the Customer Success Manager. Thank you for your feedback. I’m sorry for the initial trouble you had with product detection—this is usually just a temporary sync issue during the first setup. I was actually very happy to see that you’ve recently reinstalled our app! It’s great to have you back. Our team has since upgraded our product detection engine to make the synchronization much smoother and more reliable. I’d love to check in—is everything working correctly for you now? If you need any help optimizing your display or if you’re planning to stay with us, please email me at [email protected]. I’d be delighted to apply a special discount to your account as a thank-you for giving us another chance! Best regards, Joey Account Manager TrustWILL Reviews

Hello Vollara Shop, I’m Joey, the Customer Success Manager at TrustWILL Reviews. Thank you for your feedback. I’m sorry for any confusion regarding our pricing structure. We do offer a generous free plan that includes essential features to help new stores grow. However, certain advanced functions, like bulk importing from certain platforms, are part of our premium plans to cover the high server and API maintenance costs. We noticed you’ve uninstalled the app, but we wish we could have discussed this with you earlier! We are often happy to provide extended free trials or custom plans for merchants who are just starting out. If you’re still looking for a powerful review tool, I’d love to invite you back. Contact me at [email protected], and I’ll personally arrange a special discount or an extended trial of our premium features so you can experience the full value without immediate cost. Best regards, Joey Accoun Manager TrustWILL Reviews

Hi Dusala-official, I’m Joey, the account manager from Trustoo. I just came across your recent review and felt truly sorry to see that you faced issues — especially since I couldn’t find any previous record of you contacting our support team. That makes it a bit hard for me to understand exactly what went wrong, but I really want to help you get it fixed as soon as possible. Could you please share a bit more detail about the problem you encountered? For example, what specific part of the app wasn’t working or any error message you saw? Once I know more, I’ll make sure it’s solved quickly for you. It honestly feels like such a pity to lose a valuable user like you without knowing what caused the trouble, and I’m genuinely sorry for the frustration this has brought. If you’re still using Trustoo, I’d love to make it up to you — to thank you for choosing us and to apologize for the initial setup issues, I can help upgrade your review display limit or apply a special discount for you. Please just let me know which option you’d prefer, and I’ll personally take care of it. Looking forward to hearing back from you, and I’ll do everything I can to turn this around for you. Warm regards, Joey Account Manager | Trustoo

Hola, soy Joey, el Gerente de Éxito del Cliente. Gracias por tu comentario, aunque me gustaría aclarar un pequeño malentendido para tu tranquilidad. Nuestra aplicación se dedica exclusivamente a la gestión de reseñas, por lo que no interviene en el funcionamiento de los botones de "Agregar al carrito" ni en la lógica de inventario de tu tienda. Tras una investigación de nuestro equipo de I+D, confirmamos que no existe relación entre nuestro widget de reseñas y los errores que mencionas; es probable que haya sido un conflicto con otra aplicación o con la configuración del tema. Lamentablemente, como la app fue desinstalada antes de que pudiéramos ayudarte a diagnosticar el problema en vivo, no tuvimos la oportunidad de demostrártelo. Aun así, hemos optimizado nuestro código para garantizar la máxima compatibilidad y que no haya interferencias con otras funciones de la tienda. Si todavía buscas una herramienta de reseñas confiable, me encantaría ayudarte personalmente a configurar todo. Puedes contactarme en [email protected] y con gusto te ofreceré un descuento especial para darte la bienvenida de nuevo. ¡Estamos aquí para apoyarte!

Bonjour LivSquad, Je suis Joey, responsable de compte chez Trustoo. J’ai remarqué que votre note est passée de 5 étoiles à 1 étoile, alors que votre commentaire écrit indique toujours que votre expérience a été très positive. Je voulais simplement vérifier avec vous : y a-t-il eu quelque chose qui vous a déçu, ou est-ce qu’il pourrait s’agir d’une erreur de clic ? J’ai également consulté vos anciens échanges avec nos spécialistes, et il semble que la communication se soit déroulée sans difficultés particulières ni retour négatif. Si jamais quelque chose n’a pas répondu à vos attentes, n’hésitez pas à me le faire savoir — je ferai de mon mieux pour vous aider à résoudre la situation. Votre retour est très important pour nous. J’aimerais sincèrement comprendre et améliorer votre expérience. P.S. Au cas où ma réponse à votre avis ne vous parviendrait pas, je vous ai aussi envoyé un email séparé depuis [email protected] . Vous pouvez simplement répondre à cet email pour me partager vos impressions. Merci beaucoup. Cordialement, Joey Responsable de compte Trustoo | Channelwill

Hi there, I’m Joey, the Customer Success Manager at TrustWILL Reviews. I was checking your 1-star rating again and sincerely regret that we didn't meet your expectations back then. Since there were no details left, I’d love to hear how we can improve. I noticed you’ve been with us since May 2024, and we’re so glad to see you kept our app active after recently reopening your store! It’s an honor to continue supporting your business journey. To support your store's "new start" and as a thank you for staying with us, if you’re planning to keep using our app, I’d like to offer you a special discount. Please contact me directly at [email protected] so I can set that up for you and ensure you have everything you need for a 5-star experience. We’re fully committed to your success! Best regards, Joey Account Manager TrustWILL Reviews

Thank you for taking the time to leave such a nice review. We’re happy you enjoyed our service. All the best, Trustoo Team❤️

Thank you for taking the time to share your feedback. We are truly sorry to hear about your recent experience with us. We strive to provide the best service possible. However, we believe that there is something that needs to be clarified and we would love to chat with you about it. We sent you a message and we hope to speak with you soon.

Hi, Thank you for sharing your feedback with us in the recent survey. We genuinely value your input as it helps us improve our services. I understand that the recent changes to the free plan have been a concern for you. To address this, we're happy to offer you 20 reviews under our Free plan, ensuring you continue to benefit from this essential feature. Additionally, if you decide to upgrade, we can provide you with a special discount on the paid plans. Please let us know if you'd like to proceed with this offer or if you have any other concerns. We're here to assist you. ❤️

Děkujeme, že jste nám zanechali 5hvězdičkovou recenzi! Jsme nadšeni, že naše aplikace a služby splňují vaše potřeby a předčí vaše očekávání. Vaše podpora pro nás znamená vše. Vše nejlepší, Tým Trustoo❤️

Hello Q&C Merchant, this is a letter from the CEO of Trustoo.io, I sincerely apologize for the inconvenience that our app has caused you. I understand that time and details are crucial in the business world. Please know that we are dedicated to providing our users with quality and all the necessary tools that will bring something good to their business. Regarding your concerns, 1. We can actually retrieve all the previous orders that you had and send email requests to these customers just like you requested them. However, we may need to send a request for certain access so we can work on this. I will then assign one of our best developers to help you sort this out. I know it is hard to trust again once it is broken, but please allow us to redeem ourselves and be in use to you. 2. For the emails going to spam, this is indeed a very important concern that has to be addressed, and I will be honest with you, this has been a problem for a lot of apps in Shopify that send emails. But then again, reasons are not needed, but solutions are, and we promise you that we are already optimizing the apps and the codes to make it more easier for users to customize. I know you have uninstalled it already, and you are entitled to do that because I wouldn't do differently if I were in your shoe. However, I would like to ask for another chance. Please allow us to retrieve all your orders so we can send emails to them. We are thankful for your feedback and, at the same time, sad about losing someone as valuable as you. We will always be here to help and be of service to you. Please don't hesitate to reach out if you need anything. Best regards, Trustoo Team