Transcy: AI Language Translate

Hi, This is Ben. We’re sorry that your experience didn’t meet expectations, and thank you for letting us know To clarify how translations work in the app: Google Translate does not use tokens, while AI-powered translations do. Your plan includes 500 free AI tokens per month, and unused tokens roll over automatically. You can combine both options using AI translations for high-priority content and Google Translate for the rest to balance quality and cost. We’re happy to review your setup and suggest the most cost-effective approach if needed. We have noticed that one of our colleagues is in touch with you via chat and email as well. Please let them know if you need further support. Best Regards Ben 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

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 Brian, and we apologize for the trouble you've been experiencing. Regarding your issue, there's a misunderstanding: our app was not authorized to edit anything in your original language. We support the target languages. Based on your case, we're wondering whether, after the update, choosing a new pricing plan would cause your current number of languages to reach the limit, resulting in the target languages being unpublished in the app. If that's the case, please go to the language settings to publish them again 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 Carrick, and we apologize for the trouble you've been experiencing. It seems our previous message may not have conveyed the information clearly, and we sincerely apologize if that led to any confusion. Just to clarify, you can find the Free plan anytime by following these steps: Account & Settings → Change plan → Scroll down → Select “Free plan.” With the Free plan, you can add 1 target language and access several basic settings to support your store. In addition, we offer a 7-day free trial on all paid plans, so you can explore every premium feature without any charges during the trial period. 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 Carrick Transcy by FireGroup Technology

Hi sir, This is Marry, and we apologize for the trouble you've been experiencing. Regarding the pricing, I understand your concern. While our service may seem more expensive compared to free tools, we aim to provide the best return on your investment through advanced features and automation that free tools cannot offer. About your point on Google Translate in Chrome — you’re absolutely right that browser translation is convenient. However, our app goes beyond that by offering multiple high-quality translation engines such as DeepL, OpenAI, and others, ensuring much more accurate, context-aware, and professional translations for store content. This level of quality is especially important for SEO, conversions, and brand credibility. 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 Marry 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

Hi sir, This is Brian, and we sincerely apologize for the inconvenience caused to your experience We noticed that you haven’t reached out to us directly about this issue yet. To clarify, once our app is uninstalled, all Transcy-related code is automatically removed from your store. However, in some rare cases, theme customizations or cached files might cause certain tags to remain. To assist you further, we’ve just sent a new collaborator request so we can check everything carefully on your store. Please accept the request and let me know once it’s done, and our technical team will promptly investigate and help you clean up any remaining code. 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 Ben, and we apologize for the trouble you've been experiencing. Thank you for sharing your experience. We understand your concerns and want to address them directly. During your 7-day trial, our team actively supported you with detailed guidance and step-by-step instructions to resolve your issues. Our support model focuses on empowering users to apply solutions with our guidance, ensuring you maintain full control of your store. Some troubleshooting steps may not have been fully followed, which can affect resolution. We also noticed requests for us to make changes directly in your store. For security and policy reasons, our team provides guidance and troubleshooting, but cannot execute changes on behalf of users. This is a standard SaaS practice to protect your store’s integrity. Regarding your note about lost money and time, our records confirm you were on a free trial and were never charged. Our intention is always to support your success, not to cause inconvenience. We’re sorry we couldn’t meet your expectations this time and truly appreciate your feedback—it helps us improve We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Shiro, and we apologize for the trouble you've been experiencing. It’s not entirely clear why you mentioned the “worst customer service,” as in our private chat box we clearly addressed your previous inquiries. Could you please confirm if you had a chance to see our message sent on October 31? We’d be happy to clarify anything that might have been missed. We’d also like to take this opportunity to share some context regarding the recent pricing adjustment. Since March 2023, for over two years, our team has been working tirelessly to enhance the app with substantial improvements and new features. These updates have significantly boosted performance, added advanced translation and localization tools, and helped many businesses expand their global reach more effectively. We’d really appreciate it if you could revisit our message or reach out again — we’re more than happy to assist and clarify everything for you. Best Regards Shiro Transcy by FireGroup Technology