Transcy: AI Language Translate

Hi Marina, This is Donna and we're deeply sorry for any inconvenience causing to your experience In relation to an unexpected issue as the loss of your current translation from other translation app. Although we have tried our best to revert them, but unsuccessful. As a temporary solution, please contact that app to ask whether they could revert the translation Also we have seen that one of our colleagues is reaching out you via email by providing clear explanation along with possible solutions, please let her know if you need further support Regards, Donna Transcy by OneCommerce

Hi Manfred, This is Carter and we're truly sorry for this inconvenience causing to your experience In relation to your issues as following: 1. For the first issue that your manual translation overridden by AI translation, I have seen it's fixed, please kindly check it again. If it still persists with other products, just please let us know to check further 2. For this currency issue, "Transcy support refers to Shopify and Shopify support refers to Transcy", we're so sorry if our explanation was not clear. To be specific and further investigation, although we already removed the Transcy currency code, the price was not showing properly, it's because we have realized you're using the 3rd party app "Tiered Discount by AnnCode" for your currency, so I am wondering if the issue is resulted from this app, please help me to contact them for further support Also we have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Carter Transcy by OneCommerce

Hi Aissata , This is Peter from Transcy and we sincerely apologize for any inconvenience causing to your experience - In relation to your main concern that your plan was downgraded to Free plan without your approval. To be specific, we're not allowed or unauthorized to do any actions with your plan, so we're wondering if you have someone else who have the right permission to do it. Also you can recheck with Shopify for further investigation - We have seen that one of our colleagues is following your case, he gave you clear explanation with the relevant solutions, please kindly check your email and let him know if you need further support. Regards, Peter Transcy by OneCommerce

Hi Keunyoung , This is Brian from Transcy and we're truly sorry for any inconvenience causing to your experience In relation to your concerns as following: - Partially translated: it means section/page has been translated before, but there are some parts/elements in that section/page still have not been translated completely, or default content is already updated/changed recently so they need to be re-translated to update the new translation - For the other issues, we have seen that one of our colleagues is following your case, he gave you clear explanation as well as the relevant solutions for your case, please kindly check your email and let him know if you need further support Hope to hear from you soon Regards, Brian Transcy by OneCommerce

Hi Junjie, This is Edna and we're truly sorry for this inconvenience causing to your experience In relation to your issues, we have seen that our agents tried to check and find out the relevant solution to resolve your case as soon as possible. If there's any errors still existing, please let us know to help you in time Also we have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Edna Transcy by OneCommerce

Hi Alexander, This is John and we would like to apologize for any inconvenience causing to your experience We have not received any contact from you since October 25th, 2023. According to the previous conversation, here are some explanations for your concerns: 1. Your default language is German. Transcy has not changed anything on your default store. Could you please give us more information about the issue when switching to the German language? 2. After adding another language as your target language, you will need to translate it via Transcy. We provide a quick action to Translate by AI, then you can modify the translation to be more professional. 3. On the previous conversation, our support team guided you to sync the content and re-translate them, if you had changed the default content. Because we did not changed your manual translation without your permission, so this action was needed. However, I could see that our agent was not giving you the work-around solution to translate the store automatically without managing and storing the translation in-app (and Shopify). At the moment, one of our colleagues is following your case via our support ticket, please allow her to continue the conversation there. Regards, John Transcy by OneCommerce

Hi Alexander, This is Kaity and we would like to apologize for any inconvenience causing to your experience In relation to your concerns as following: 1. For Glossary rule and the Transcy is showing on your store, I have noted this point and are trying to find the relevant solutions to resolve it completely 2. The option is to upload Glossary rule by file, unfortunately we have not yet supported this function yet, however I have seriously noted this point and will take it into consideration 3. For the quality of AI translation, we are using an AI Translation System including Google, so sometimes quality will not meet customer's expectation due to specific language/context/situation/business industry. However, we guarantee that the system is being upgraded frequently, and the quality keeps improving when time goes. Also due to the limitation of AI system, we provide Edit translation feature in case customer can modify target translation if any mistakes are made by AI, so I highly appreciate your empathy on this situation We have seen that one of our colleagues is following your case, please let him know if you need further support Regards, Kaity Transcy by OneCommerce

Hi there, Here's Acacia and we're truly sorry for any inconvenience causing to your experience As you left us 1 star without content, so it's hard for us to know exactly what problem you're meeting trouble during using our app. Please explain it more details so that we can help you further Also if you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at [email protected] Regards, Acacia Transcy by OneCommerce

Hi Jan, This is Adela from Transcy and we're truly sorry for any inconvenience causing to your experience - In relation to AI translation, it's a known issue that we are using an AI Translation System including Google, so sometimes quality will not meet customer's expectation due to specific language/context/situation/business industry. However, we guarantee that the system is being upgraded frequently, and the quality keeps improving when time goes - For the other issues, we have seen that one of our colleagues is following your case, he gave you a clear explanation as well as solutions for your case, please kindly check your email and let him know if you need further support. Regards, Adela Transcy by OneCommerce

Hi Mohamed, This is Saha and we would like to apologize for any inconvenience causing to your experience In relation to your issue, we have seen you have not contacted us to report yet. Also we have seen that one of our colleagues is reaching out you, but still have not got your response yet, please let him know if you need further support Regards, Saha Transcy by OneCommerce

Hi there, This is Henry and we would like to apologize for any inconvenience causing to your experience In relation to your concerns as following: 1. For the machine translation, it's a known issue that we are using an AI Translation System including Google, so sometimes quality will not meet customer's expectation due to specific language/context/situation/business industry. However, we guarantee that the system is being upgraded frequently, and the quality keeps improving when time goes 2. As we have seen one of our colleagues has replied to your question for a few minutes and sent follow-up emails two times, even if we have realized you read email, but you might miss our emails, please kindly recheck your email box 3. For the loading speed, generally the more third parties you install, the lower speed your page is, so when you installed our app which also needs code inserting on your theme to work , so it's inevitable to make your page speed lower. Here, we follow Shopify's regulations on store page speed to minimize the impact on users' store. However, to operate an app, it will somewhat affect the speed but not significantly We have seen that one of our colleagues is following your case, please let him know if you need further support Regards, Henry Transcy by OneCommerce

Hi Matthew, Here's Brian and we're deeply sorry for this inconvenience causing to your experience In relation to your issues, we have seen that our agents tried to check and find out the relevant solution to resolve your case as soon as possible. Unfortunately we're unable to reproduce this kind of bug and it's showing properly from our site, also we have seen that the main reason is coming from cache's market from market setting and we have updated the data to be compatible between market setting and our app, however it's still happening from our end, so to investigate deeper, we need to directly recheck from your site via teamviewer We have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Brian Transcy by OneCommerce

Hi Pavlo, This is Peter and we're truly sorry for this inconvenience causing to your experience In relation to your issues, we have seen that our agents tried to check and find out the relevant solution to resolve your case as soon as possible. If there's any errors still existing, please consider to reinstall our app and let us have a chance to support you Also we have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Peter Transcy by OneCommerce

Hi Matteo, This is John and we would like to apologize for any inconvenience causing to your experience In relation to your issue, we did not catch up your point yet, please elaborate it so that we can check and help you further Also we have seen that one of our colleagues is reaching out you, but still have not got your response yet, please let him know if you need further support Regards, John Transcy by OneCommerce

Hi Bento, This is Patrick and we would like to apologize for any inconvenience causing to your experience In relation to your concerns as following: 1. For the good as well as no good reviews, each review is actually real and complied with Shopify's rules. For the reviews considered as bad, we will take it into consideration and improve it in the right way 2. Regarding to your main issue of translation , we're still investigating on it, meanwhile our team has tried to do the needful by supporting your case with the highest priority. Besides that, we were willing to refund one monthly charge as a sincerely apologies We have seen that one of our colleagues is following your case, please let him know if you need further support Regards, Patrick Transcy by OneCommerce

Hi Guancheng, This is Stephen and we're deeply sorry for your unexpected experience with our app In relation to your concerns as following: 1. For the first point " to use advanced language I have to set up sub folders in Shopify Market and doing so would disable the auto detect & translate feature" => for making it clear, it might be an misunderstanding information, regardless of setting subfolder or not from Shopify, you still use advanced language on on both subfolder and primary domain normally and there is no impact on auto detect and translate feature. - Besides that, auto switch language will work on both primary as well subfolder domain, however if you use subfolder, you need to enable location recommendation on switcher setting - Here, for your case, because you asked that why you did not see other markets to assign language in our app, so to assign language depending on other markets, you should set subfolder on Shopify 2. "unable to translate checkout page": as one of my colleagues as Teresa has explained about why the checkout page coming from the button "Shop pay" was not translated, it's because the page is set a hard code in English, it means it just worked in English, did not support directing to multi-language even if we proactively contacted Shopify about this issue and they also clearly confirmed it's their limitation 3. "SLOW DOWN YOUR PAGE SPEED: my page speed drop from 89 to 83 after installing this app", generally the more third parties you install, the lower speed your page is, so when you installed our app which also needs code inserting on your theme to work , so it's inevitable to make your page speed lower. Here, we follow Shopify's regulations on store page speed to minimize the impact on users' store. However, to operate an app, it will somewhat affect the speed but not significantly 4. Overall, based on the negative effects brining your experience, we have seriously noted those points and will take it into consideration to improve in the better way. Nothing is flawless and we're trying to improve our app day by day. Besides that, for unexpected support from our agents, we will recheck their work carefully and have a proper training for them in order to avoid it in the future. Also please believe me that single conversation does not reflect the whole support and product quality we have built for years, so we highly appreciate your empathy on this situation We have seen that one of our colleagues is reaching out you with clear explanations, please kindly check your email and let him know if you need further support Regards, Stephen Transcy by OneCommerce

Hi Frida, This is Vivian and we're deeply sorry for this unexpected situation causing to your experience In relation to your concerns as following: 1. To update and translate your new content automatically, please use auto translate function 2. "Editing is a PAIN - you have to click back and fourth in all the tabs and if you have 11 pages for just one section is will take you back to page 1 every single time. Known error by Transcy but not fixed", unfortunately it's the limitation from our app and our Dev team has been aware of it and try to improve it soon in the next releases 3. As an additional apology, we already refunded three last billings. We have seen that one of our colleagues is following your case, he gave you a clear explanation, please kindly check your email and let him know if you need further support. Regards, Vivian Transcy by OneCommerce

Hi Cameron, This is Emma and we sincerely apologize for this inconvenience causing to your experience Based on your feedback, you mentioned that "IT COULDNT EVEN AUTO TRANSLATE ONE LANGUAGE.", we have this function and it's existing in our app, please elaborate your issue along with its screenshot for better understanding We have seen that one of our colleagues is reaching out you, but unsuccessful, please kindly check your email and let him know if you need further support. Regards, Emma Transcy by OneCommerce

Hi Alexander, This is Carrick and we sincerely apologize for this inconvenience causing to your experience In relation to your issue, we have noted this point and will take it into consideration to improve in the right way. Once again, please accept our apology for this unexpected experience with our app We have seen that one of our colleagues is reaching out you, but unsuccessful, please kindly check your email and let her know if you need further support. Regards, Carrick Transcy by OneCommerce

Hi Sam, I'm Stephen from Transcy and we sincerely apologize for your unexpected experience with us Regarding to your main concerns as following: 1. Through this unexpected situation, we will recheck the relevant agent and have a proper training to avoid this in the future, so we highly appreciate your empathy 2. Because you uninstalled our app, so it's hard for us to check further, please consider to reinstall our app and let us have a chance to support you with the highest priority. Also, we have seen that one of our colleagues is following your case, he gave you a clear explanation, please kindly check your email and let him know if you need further support. Regards, Stephen Transcy by OneCommerce