Transcy: AI Language Translate

Hi there, This is John and we personally apologize for any inconvenience causing to your experience - Basically, one of my colleagues clearly explained why you got the app charge around +70 USD. For making it clear, you activated the monthly Growth plan as 29.9 and then you bought more product quota, it accounted for 43.9, so it's the main reason why you got the total app charge of 73.8. Also the agent guided how to cancel the quota but we still have not got your response - To stop the recurring charge, you just uninstall the app - We have seen that one of our colleagues is reaching out you via email, please check your email and let them know if you need further support Hope to hear from you soon Regards, John Transcy by OneCommerce

Hi there, This is Saha from Transcy - On the behalf of our team, we're truly sorry to hear that our app caused such disruption to your SEO efforts. It's clear that this has been a frustrating experience. We understand how important SEO is to your business, and we're committed to doing everything we can to make things right - We have seen that one of our colleagues is reaching out you and guided how to handle this issue, please let us know if you need further support Hope to hear from you soon Regards, Saha Transcy by OneCommerce

Hi there, This is John and we personally apologize for any inconvenience causing to your experience - For unexpected support from the agent, we will have a proper training to improve the service. Also please believe me that single conversation does not reflect the whole support and product quality we have built for years, hope you sympathize for us - Basically, in order to provide customer a quick look on how our app works with full features, we are happy to give you 7-day trial when you first install our app. For your case, the trial was ended and we're unable to extend it, however we're willing to offer an exclusive offer "30-day money-back guarantee", it means if our app doesn't meet your needs within 30 days, we’ll provide refund - We have seen that one of our colleagues is reaching out you and help you resolve all queries, please check your email and let him know if you need further support Hope to hear from you soon Regards, John Transcy by OneCommerce

Hi Aris, This is Raymond from technical team leader of Transcy and on the behalf of my team, I personally apologize for any inconvenience causing to your experience 1. Regarding to your SEO performance, please let me make it clear basically, we have the function as "auto switch language by location". In other words, your language along with URL will be automatically redirected based on location, so this function might be one of the main reasons leading to Google automatic redirection issue. As a result, one of my colleagues has recommended to use "Recommend pop-up" instead to avoid this issue. In fact, we have meet some similar cases and we still guided them to avoid this. Fortunately, they all works properly later on 2. As you suggest to change the status "Translated by Third Party" instead of "Untranslated", I have noted this point and will take it into consideration For further discussion via chat or email channel easily and hope you give us the last chance to support your case, I would like to send you a follow up email via your store email Hope to hear from you soon Regards, Raymond Transcy by OneCommerce

Hi Jennie, This is Emma from Transcy 1. Regarding to your main concern as broken website structure and SEO performance because you mentioned that our app translated URL handles by default. For this point, I am wondering you misunderstood, please let me make it clear that our app is not translating URL handles by default, once you press the button "Translate", there's a pop-up showing to ask what elements you want to translate, please kindly check it again 2. The stuck translation issue, this is a known issue that we're aware of, and our development team is still trying to improve it. Also because your store has a large amount of data, it takes more time to translate. In this case, we're willing to assist in translating the entire store in all languages for you from our back end We have seen that one of our colleagues is reaching you via email, please kindly check your email and let him know if you need further support Regards, Emma Transcy by OneCommerce

Hi Pasquin, This is Jack and we apologize for any inconvenience causing to your experience - We understand your frustration, and we sincerely apologize that our previous solution didn't resolve your issue. We know how frustrating it can be to encounter a problem that persists despite our best efforts. It's important to us that you feel heard and understood, and we want to assure you that we're committed to finding a resolution that works for you. We've reviewed your situation carefully, and we're taking a fresh approach to finding a solution that addresses the core of your issue. - We have seen that one of our colleagues is reaching out you via email, please check your email and let them know if you need further support Hope to hear from you soon Regards, Jack Transcy by OneCommerce

Hi Gulnoza, This is Brown and we're deeply for any inconvenience causing to your experience - For unexpected support from the agent, we will recheck their work carefully and have a proper training to improve the service. Also please believe me that single conversation does not reflect the whole support and product quality we have built for years, hope you sympathize for us - As you mentioned there were some outdated Youtube contents, we will definitely take a look on them and take the needful steps to update it soon - We have seen that one of our colleagues is reaching out you with clear explanations, please check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brown Transcy by OneCommerce

Hi there, This is David and we apologize for any inconvenience causing to your experience - For the Free plan, it will allow you to have 1 target language & currency at maximum. It means that besides your store's default language English, you can add one more target language with our app to translate. Therefore, you may have some misunderstanding about the app pricing and feature here - Also in order to provide customer a quick look on how our app works with full features, we are happy to give you 7-day trial when you first install our app. So all new users could be free to test out all outstanding functions from Basic to Enterprise without being charged before going to the final decision to stay with us and use Transcy officially. - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Hope to hear from you soon Regards, David Transcy by OneCommerce

Hi Gaurav , This is Brian and we're deeply for any inconvenience causing to your experience - In relation to your main issue as your page was not indexed by Google. Please be advised that, our app specializes in showing translation on store font only, so whether the page is indexed or not on Google’s site, we’re not sure if it’s coming from our app, meanwhile we’re still investigating the root cause - However in your case, I have seen the page with its suffix /de (https://etravelsim.com/de/products/truthahn-esim), it means once you switch the page from default language to other language such as German on this case or your page is automatically redirected to German page based on the corresponding location, its URL page will be https://etravelsim.com/de/products/truthahn-esim, also this format page is based on Shopify format, please refer to this article for more details (https://help.shopify.com/en/manual/international/international-domains/setting-up-unique-urls/hreflang-tags) - As a temporary solution, please use this function “recommend” (https://i.imgur.com/Ne1fMPC.png) instead of auto switch language by location, this function means showing a recommendation popup of the location, language and currency, visitors are allowed to confirm and process to the correct - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brian Transcy by OneCommerce

Hi there, This is from Emma from Transcy I'm sorry to hear that you found our product not worth it. We strive to provide products that meet customer expectations, and it seems like we fell short in this instance. Could you tell me more about what specifically didn't meet your expectations We have seen that one of our colleagues is following your case, please kindly check your email and let him know if you need further support Regards, Emma Transcy by OneCommerce

Hi there, This is Brian and we apologize for any inconvenience causing to your experience - Through this unexpected situation, we will recheck the agent and have a proper training to avoid this in the future, so I highly appreciate your empathy - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Regards, Brian Transcy by OneCommerce

Hi Hamoodah, This is from Emma from Transcy Regarding to your concern, we understand the frustration this situation has caused, and we sincerely apologize for the delay in resolving your issue. It's a complex matter that requires the specialized knowledge of our development team, so it will take time. We've been closely monitoring the progress and appreciate the patience you've shown. We have seen that one of our colleagues is following your case, please kindly check your email and let him know if you need further support Regards, Emma Transcy by OneCommerce

Hi Adrian, This is Kate from Transcy First of all, I sincerely apologize for the inconvenience caused to you At the moment, since you also use Shopify Payment and set up the currency on Markets, the currencies are managed by both Shopify Payment and Transcy. I have explained to you how the currency works in each situation via our support ticket. I am still looking forward to hearing from you so that I can provide a proper explanation based on your Shopify Markets' settings. Regards, Kate Transcy by OneCommerce

Hi there, This is Andy and I apologize for any inconvenience causing to your experience - We understand that the free plan may not have met all of your expectations. Our free plan is designed to provide a basic experience with our service. We offer a range of paid plans with additional features and functionalities that may be more suitable for your needs. We'd be happy to discuss these options with you further and help you find the best solution. We are always working to improve our services and appreciate your input. - To be specific we're offering one target language with AI translation and one target currency on Free plan. Also you're still in 7 trial days, please experience the app with any paid plans during this period of time without charge - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Regards, Andy Transcy by OneCommerce

Hi Digoy, This is from Emma and we sincerely apologize for any inconvenience causing to your experience In relation to your issues as following: 1. As you wanted to publish Portuguese, but unsuccessful and one of my colleagues has realized there was something wrong when doing it and asked them to wait for further investigation from Dev 2. For the main issue with the chat box on Mobile, for making it clear, although she had your access permission, she just accessed in app to check your language setting, she definitely did not touch anything on your theme, chat box as well as mobile code without your approval. Also she suggested by disabling the app temporarily to check whether it still existed or not. Finally, the root cause was probably coming from our app, however because of its urgent case and you uninstalled the app after that, so we have no chance to debug 3. As you mentioned about the conversation rate, we're depending on data from Google finance source, however our app is updating the rate daily at a certain time, not real time, so you may see there's a little bit fluctuation We have seen that one of our colleagues is following your case via email, he gave you clear explanation, please kindly check your email and let him know if you need further support Regards, Emma Transcy by OneCommerce

Hi Meng, This is from Emma and we sincerely apologize for any inconvenience causing to your experience Regarding to your concern, please let me make it clear you got the app charge although you no longer use the app, it's because you did not uninstall the app, so after your account is unfrozen, your account will be automatically resumed based on Shopify's rule We have seen that one of our colleagues is following your case via email, she gave you clear explanation, please kindly check your email and let her know if you need further support Regards, Emma Transcy by OneCommerce

Hi there, This is Brian from Transcy and we're deeply sorry for any inconvenience causing to your experience - We have seen one of my colleagues has helped you customize switcher on header for desktop, however on mobile, it's not displaying properly and she have not yet checked, then you uninstalled the app, so it's hard for us to check further - We completely understand that costs are a big part of every merchant's decision to use. Because of its complicated integration from DeepL, it's now available on Premium plan only. However, on Premium plan, there're not only DeepL function but also some advance features to provide a great benefit of this plan - One of our colleagues is following your case, he gave you clear explanation on your case, please kindly check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brian Transcy by OneCommerce

Hi Etablissements, This is Hana and we personally apologize for those inconvenience causing to your experience In relation to your issues as following: - For hreflang as well we SEO. Firstly as hreflang, according to Shopify, Hreflang tags and meta tags are automatically created for every international domain or subfolder that you set up. Your sitemaps also include all published languages to help search engines detect the different languages on your store, for more details can be found here. In case you want to customize/edit it further, please contact Shopify for further support because it's out of scope and we're not allowed to touch or edit anything on it, we just support how to translate your SEO on other languages - For the search function, as one of my colleagues gave you a clear explanation, but we're deeply sorry if this information is being missed to notify you, we will take it into consideration about its notification so far - For the color variant, it's because of the translation conflict, for making it easy, once you edit the variant manually into different languages, Theme will not understand those manual translation and it leads to its broken format, because Theme will not support to show variants into multi-languages, it just support on default language. The best solution is to remove the manual translation of variants in app, but on store font is still being translated automatically by AI translation - "- Suddenly former pictures from an older version appear on translated websites" => we're waiting your collaborator request so that we can check the root cause and fix it soon - "Oh and I asked to remove an add-on. Response: you need to downgrade and upgrade again to remove add-ons. This would mean losing all manual translations!" => the best way is to downgrade to a lower plan and then upgrade to the Growth plan again, I make sure that your translation will not be affected anything. Once you downgrade, your target language will be unpublished, so you just publish it again when you upgrade - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Regards, Hana Transcy by OneCommerce

Hi there, This is Brian and we're truly sorry for this inconvenience causing to your experience In relation to your concern about the app notification, actually in order to remind customer by completing the set-up step, once you click on it, it will not show again. Here, maybe there's a misunderstanding and made customer confused, so the notification has been removed for a long time, however it's still showing on some customers somehow 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 Meng, This is Fiona from Transcy and we sincerely apologize for any inconvenience causing to your experience - For the main problem regarding to downgrade to Free plan and you're unable to use the annual basic plan, this is a bug from the app and we already fixed it for a few hours since you reported this problem. Hope you sympathize for us and we will never let this issue happen again - As an additional apology, we already processed to refund the annual basic plan, so I highly appreciate your empathy on this situation - We have seen that one of our colleagues is following your case, she gave you clear explanation on your case, please kindly check your email and let her know if you need further support. Regards, Fiona Transcy by OneCommerce