Transcy: AI Language Translate

Hi there, This is Ethan. Thanks for your feedback, we’re really sorry to hear about your experience. We noticed that you haven’t reached out to our team regarding the token pricing concern yet, so we didn’t have a chance to look into this for you in detail. We’d truly appreciate the opportunity to help clarify and resolve the issue. From what we can see, the app was reinstalled on March 29 and the Continental plan was selected, then uninstalled again on March 30. It’s possible that your trial period had already ended at that point, so selecting the plan may have triggered a charge. Here’s how we can help: - Could you please reinstall the app again? We’ll personally assist you in reviewing the setup and ensure everything works as expected. - We’ll also work with you to find a fair and suitable resolution regarding pricing and usage. - If you were charged for the Continental plan, please let us know, we’re more than happy to review and support a refund if applicable. We’re here to make this right for you, so please don’t hesitate to reach out. Looking forward to your reply! Best regards, Ethan Transcy by FireGroup Technology

Hi there, This is Brian. We’re truly sorry to hear about your experience. That sounds incredibly frustrating, and we completely understand why you felt the need to uninstall the app. However, we also noticed that we haven’t received any recent report from you regarding this specific issue. The last time you contacted us was on January 25, 2026. After that, our team followed up multiple times to continue supporting you, but we didn’t hear back from you. Because of that, we didn’t have the chance to investigate or prevent the issue you’re experiencing now. We genuinely wish we had been given the opportunity to step in earlier and assist you before things escalated. If you’re open to it, we would really appreciate another chance to help. We’ll prioritize your case and work with you step by step until everything is back to normal. Looking forward to hearing from you. Best regards, Brian Transcy by FireGroup Technology

Hi there, I’m Brian. I personally apologize for your experience, and I understand how frustrating this must feel. Please rest assured that we are committed to handling your case fairly, including providing a reasonable refund if applicable. However, before proceeding, we’d really like the opportunity to investigate the issue and fix the root cause, as the app should be working properly for 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. Looking forward to hearing from you soon Best Regards Brian Transcy by FireGroup Technology

Hi there, This is Saha. I’m truly sorry to hear about your experience and completely understand your frustration. According to our records, your refund request was submitted on Feb 23, and I responded the same day, offering to investigate the issue and identify the root cause. In that message, I also sent a collaborator access request so we could review your store more thoroughly. The email was opened, but we didn’t receive a reply. I followed up again on Feb 24, which was also viewed, though we unfortunately didn’t hear back. At the moment, I can see that the Transcy app is still installed on your store. I just wanted to check if you’re open to continuing with us, I’d be more than happy to personally assist in resolving the issue and ensuring everything works as expected. If you’d prefer not to continue using the app, we can absolutely review your case and consider a refund for the remaining unused period 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, Saha Transcy by FireGroup Technology

Hi there, This is Ben. I'm truly sorry to hear about that and understand how frustrating unexpected billing can be. Regarding your concerns, as follows: 1. Our pricing was updated on Sep 4, 2025 and applied to all users. Notifications were sent via email and in-app, though they may have been missed. 2. On Jan 26, 2026, your store upgraded to the Cross-border plan with extra resources, adding about $189. Please note that only the store owner can approve charges via Shopify, not Transcy. 3. On Mar 15, 2026, the plan was downgraded to Continental, and Shopify will automatically prorate the unused amount. 4. If anything is unclear, I’m happy to clarify further. 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. Hope to hear from you soon Best regards, Ben Transcy by FireGroup Technology

Hi, Here's Aiden. I’m truly sorry to hear that your experience with our app hasn’t been a positive one, and I apologize for any inconvenience or frustration caused. We’d really value the chance to improve your experience. Please consider reinstalling the app and let us have a final chance to support you with the highest priority If there’s any part of the setup that feels unclear, please let us know. We'd be glad to guide you step by step and make the process as smooth as possible. 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 hearing from you Regards, Aiden Transcy by OneCommerce

Hi, Here's Aiden. We're truly sorry to hear that your experience with Transcy has been frustrating. This is certainly not the level of performance or support we aim to provide. Your feedback regarding translation speed and support responsiveness is very important to us We also noticed that one of our team members is already assisting you via email. Please feel free to continue working with them and let us know if you need any further support. Our team will do their best to review your case and help resolve the issue as quickly as possible. Regards, Aiden Transcy by OneCommerce

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