Transcy: AI Language Translate

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

Hi there, This is Saha. Thank you for reaching out — I completely understand how frustrating it must feel to see charges continue after you’ve decided not to use the app anymore. I’d like to clarify what happened to help put your mind at ease. During this period, as per the terms of your selected Growth plan, your subscription remained active, and the corresponding monthly charges were applied. That’s why you noticed charges up until your latest billing cycle, which ran from November 27, 2025 to December 27, 2025. That said, I want to reassure you that since you uninstalled the app on December 23, 2025, your subscription has now been effectively cancelled. You will not be charged again for the Transcy app going forward. If you still notice any unexpected charges or would like us to double-check your account status. I 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 Saha Transcy by FireGroup Technology

Hi sir, This is Ben, and I am truly sorry for the frustration you’ve experienced. I completely understand how disappointing it is to invest time and money only to feel like things aren’t working as expected. Especially after multiple attempts and being patient throughout — that’s not the experience we want for you. I can see that our support team is actively assisting you and has already begun providing relevant solutions to address the auto-translation issue you mentioned. We’ll continue working closely with you to pinpoint what went wrong and make sure you can use the app as intended. Thank you again for your patience. We’re committed to getting this resolved for you. Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Ethan, and we apologize for the trouble you've been experiencing. 1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved. 2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent. That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality. Best Regards Ethan Transcy by FireGroup Technology