Transcy: AI Language Translate

Hi there, This is Cris. We’re truly sorry to hear about your experience and understand how frustrating this must have been. Regarding the translation quality and glossary rules, Transcy processes content through the selected provider (such as DeepL), but glossary behavior and partial translations can be affected by sync status, cache, or rule configuration. That said, this is not the experience we aim to deliver. We take your feedback about bugs, UI, and support quality very seriously. If you’re open to it, we’d appreciate the opportunity to review your specific case in detail and identify exactly what went wrong. We’re committed to investigating thoroughly and providing a proper resolution rather than leaving things unresolved. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Best regards, Cris Transcy by FireGroup Technology

Hi there, This is Brian, and we sincerely apologize for the frustration caused. Regarding your issues, as follows: Hreflang: Shopify automatically generates hreflang tags. Transcy focuses on translating content to work within Shopify’s SEO structure, we do not override its core hreflang system. Ghost code / 404 errors: We’re unable to identify the issue based on the current details. Please reinstall the app and share specific URLs or reports so we can reproduce and investigate properly. Cleanup tool: When the app is fully uninstalled, injected code is designed to be removed automatically. If any leftover code remains, please contact us and we’ll review and clean it up. Shopify Markets & SEO: Transcy supports multilingual content management, but search rankings depend on many external factors beyond our control. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Looking forward to your reply. Best regards, Brian Transcy by FireGroup Technology

Hi there, This is Ben. We’re very sorry to hear about any inconvenience it may have caused. That’s certainly not the standard we strive for. We haven’t received any prior support requests from you, and we would truly appreciate the opportunity to look into this and resolve it. Could you please try reinstalling the app to see if the issue improves? We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Looking forward to your reply. Best regards, Ben Transcy by FireGroup Technology

Hi there, This is Saha. We’re truly sorry for your 1-star experience and any frustration it may have caused. That’s definitely not the experience we aim to deliver. We couldn’t find any support request from you yet and would really appreciate the chance to investigate and make things right. Could you please try reinstalling the app? We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Hope to hear from you soon Best Regards Saha Transcy by FireGroup Technology

Hi, I’m Brian. We sincerely apologize for the bugs and loading issues you’ve experienced. I understand how frustrating this must be, especially when it impacts your store’s operations. I noticed you haven’t reached out to our support team yet. We’d truly love the chance to assist you directly. Could you please try reinstalling the app? I also see you’re still in your trial period. If needed, I’m happy to extend it after we fix the issue so you can fully experience Transcy without any pressure. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Looking forward to resolving this for you. Best Regards Brian Transcy by FireGroup Technology

Hi This is Kane. We’re truly sorry to hear about your disappointing experience and appreciate you taking the time to share this feedback. We understand your concerns regarding the price-performance balance and the translation results. Our app is built for merchants who need advanced automation and scalability, but we acknowledge that it may not meet every store’s expectations in all scenarios. Regarding customer support, we sincerely apologize if you felt unsupported. While our AI chat is designed to provide quick assistance, we do have a human support team available. A member of our team is currently reaching out to you directly via email to better understand your situation and provide personalized assistance. We genuinely value your feedback and would welcome the opportunity to review your case in detail and see how we can help resolve the issues you encountered. Best Regards Kane Transcy by FireGroup Technology

Hi Pasquale, This is Ben. Thank you for your feedback. We’re sorry to hear that the Italian translation didn’t meet your expectations. At the moment, we’re not fully clear about the specific translation issue you encountered, so we’d really appreciate it if you could share a bit more detail. We also noticed that our colleague Mary previously assisted you with a Market-related question, but the translation concern wasn’t mentioned at that time, so we may have missed the opportunity to address it earlier. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Kane We’re sorry to hear about your experience. At the moment, we’re not entirely sure what you mean by “not working on Mac.” Could you please share more details about the issue you encountered so our team can better understand and assist you? We’d be happy to look into this and help resolve it as soon as possible. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Kane Transcy by FireGroup Technology

Hi there, This is Brian. We truly understand how frustrating it is to encounter pricing and localization issues, especially when accuracy is critical for international markets. We sincerely apologize for the inconvenience these problems caused you. Regarding the issues you mentioned: The incorrect currency display and missing price separators have now been fully fixed. We’re especially sorry that our support response time felt slow from your perspective. Even though our team did respond as quickly as possible, we understand that when issues impact your business, any delay can feel frustrating. Your experience is important to us, and we’re continuously improving both our support process and communication. We genuinely appreciate users like you who report issues, as this helps us make Transcy more stable and reliable for everyone. If you’re open to it, we’d be happy to assist you further and ensure everything is now working as expected on your store. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best regards, Brian Transcy by FireGroup Technology

Hi sir, This is Mary from Transcy. We sincerely apologize for the inconvenience you’ve experienced. Regarding the new pricing issue along with the function app, one of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support — we’re more than happy to assist. Thank you for your time and understanding. Best regards, Mary Transcy by FireGroup Technology

Hi there, This is Ben, and we sincerely apologize for any inconvenience or frustration this may have caused. Our goal is to provide a reliable tool for your business, and we've clearly fallen short in your case. We looked for any support requests from you to investigate the issue, but it seems we haven't heard from you yet. We are eager to understand what happened and resolve it for you. Sometimes, temporary glitches can be cleared up with a fresh start. We would appreciate it if you could try reinstalling the app to see if this resolves the issue. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Hope to hear from you soon Best Regards Ben Transcy by FireGroup Technology

Hi there, This is Brian from Transcy. We’re sorry to hear about your frustration and would like to clarify several important points for transparency and fairness to other merchants. - Regarding the claim that the app “stopped working for over 7 months”: Our records show that you first contacted us about this issue approximately 9 months ago. Our support team replied multiple times (on 19 April, 2 May, 9 May, and 16 May) with investigation results and clear instructions to resolve the issue. Unfortunately, we did not receive any response, which prevented us from proceeding with the fix. - Regarding SEO ranking concerns: Transcy is primarily a translation app, designed to help merchants localize content and also SEO elements (such as meta titles, meta descriptions, and URLs) across multiple languages. SEO performance, however, depends on many external factors beyond any single app, including Google algorithm updates, site structure, content quality, backlinks, competitors’ activities, and overall store performance. Without concrete data or continued collaboration, it is not possible to conclude that a drop in SEO ranking was caused by the app alone. - Regarding billing and the refund request: Like all Shopify apps, subscriptions are billed automatically as long as the app remains installed and active on the store, regardless of usage or ticket status. Since the app remained installed during this period, charges continued according to Shopify’s billing rule - Regarding app functionality: While admin access currently requires approval of a new pricing plan, the app itself has continued running on your storefront, and the language switcher has remained visible and active. We also informed all merchants about our new pricing plans well in advance via email and in-app notifications, though it’s possible these messages were missed. Despite the above, we still offered special launch pricing as a gesture of goodwill for being a long-term customer. Our team remains available should you wish to resolve this constructively. One of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support, we’re more than happy to assist Best regards, Brian Transcy by FireGroup Technology

Hi sir, This is Brian from Transcy. We sincerely apologize for the inconvenience you’ve experienced. Regarding the new pricing issue, one of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support — we’re more than happy to assist. Thank you for your time and understanding. Best regards, Brian Transcy by FireGroup Technology