Transcy: AI Language Translate

Hi sir, This is Brown and we're deeply sorry for any inconvenience causing to your experience - We want to assure you that we never intend to pass the blame; we always strive to understand the root cause of any issue and provide the best possible solution. In some cases, the issue might stem from factors outside of our direct control - We've taken note of your specific concern regarding the lost translations. Just want to shed some light on why that might have occurred. When you switch to a new theme on Shopify, it's essentially seen as a completely different structure by the system, even if it's a duplicated theme. Each theme has its own unique ID and content structure. Therefore, theme-specific translations need to be redone when you change themes - Although this doesn't solve the immediate problem, we hope it clarifies why this happened and we have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards Brown Transcy by OneCommerce

Hi sir, This is David and we sincerely apologize for this inconvenience causing to your experience - We have realized that the situation you described, with the unexpected annual plan purchase and the subsequent issues with credits - Upon reviewing your billing history, we've confirmed that you haven't been charged for Transcy since downgrading to the Monthly Growth plan on December 30, 2024. We are currently working with Shopify to understand why the downgrade was reported as unsuccessful on their end, as this may be the reason you haven't received the prorated credit - We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards David Transcy by OneCommerce

Hi there, This is Brian and we're deeply sorry for any inconvenience causing to your experience In relation to your issues as following: - With the basic plan, you can add 2 target languages, default language is not counted. Also we have clearly stated on the pricing plan, please help me check it - We completely understand that costs are a big part of every merchant's decision of which apps to use. We've built our app to provide a great return on investment on all of our plans. We are confident that the app will pay itself back in full by increasing the conversion and retention of your customers. - We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards Brian Transcy by OneCommerce

Hi sir, This is Bevis and we are truly sorry to hear about your frustrating experience and understand your anger about being charged the annual fee unexpectedly. We take your feedback very seriously - While we're glad we were able to provide a refund for the 11 remaining months of your annual subscription, we understand that doesn't fully resolve the initial issue. The reason we requested you uninstall the app before issuing the partial refund is to ensure there are no further charges to your account once the refund has been issued. This prevents any further confusion or billing issues, however, we understand this can be perceived as unreasonable, and we'll be exploring more user-friendly ways to accomplish this in the future. - We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards Bevis Transcy by OneCommerce

Hi sir, This is Brown and we're deeply sorry for any inconvenience causing to your experience - For the unexpected support from the agent, we will have a proper training to improve the service to be better. 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 - In relation to your issue, unfortunately, because of technical limit, we have not yet supported this function. As a temporary solution, you should change location instead. By doing so, the currency along with URL as subfolder will change accordingly - We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards Brown Transcy by OneCommerce

Hi there, This is Brown and we personally apologize for any inconvenience causing to your experience - For your case, as you uninstalled the app after 7 trial days, so you got the app charge. Please be advised that, uninstall the app will stop the next billing cycle, so the current billing cycle is still valid - To follow up your case, one of our colleagues is reaching out you via email again, please check your email and let him know if you need further support Hope to hear from you soon Regards, Brown Transcy by OneCommerce

Hi sir, This is Brian and we're deeply sorry for any inconvenience causing to your experience - For the unexpected support from the agent, we will have a proper training to improve the service to be better. 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 - In relation to your issue with the app, we have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support. Best Regards Brian Transcy by OneCommerce

Hi there, This is Saha and we're deeply sorry for any inconvenience causing to your experience - We're wondering that there was a misunderstanding. For making it clear, although you did not use it, if you still keep the app install, you get the app charge unless you uninstall the app - We have seen that one of my colleagues has reached out you via email and provided clear explanation, please let them know if you need further support. Best Regards Saha Transcy by OneCommerce

Hi Yonatan, This is Saha and we're deeply sorry for any inconvenience causing to your experience - We're wondering that there was a misunderstanding because our app is still supporting Hebrew language, please go Localization => Add language => Search language you want to find, please kindly check it again - We have seen that one of my colleagues has reached out you via email, please consider to reinstall the app and let us have a chance to support your case with the highest priority. Best Regards Saha Transcy by OneCommerce

Hi Yi, This is Brian and we personally apologize for any inconvenience causing to your experience - For 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 - We have definitely noted your point that you're unable to edit many currencies at once. Also for the issue regarding to USD as default currency, we still can help you edit it with 2 decimals - We have seen that one of my colleagues has reached out you via email, please consider to reinstall the app and let us have a chance to support your case with the highest priority. Hope to hear from you soon Regards, Brian Transcy by OneCommerce

Hi there, This is Brian and we're deeply sorry for any inconvenience causing to your experience. - For the duplicating price digits, please be advised that this issue is coming from other app which conflicts with Shopify's currency format. After that, we have corrected its format for you and it's now showing properly. For other related issues, they're fixed as well, please kindly check it again - Also we have seen that one of our colleagues is reaching out you via email, please let them know if you need further support. Hope to hear from you soon. Regards, Brian Transcy by OneCommerce

Hi David, This is Brian and we personally apologize for any inconvenience causing to your experience - First of all, because of misunderstanding when using the Glossary function, so it affected your translation. However, I have seen that one of our colleagues tried to give you the relevant solutions to resolve that - Also we have seen that she has reached out you via email, please consider to reinstall the app and let us have a chance to support your case with the highest priority. Hope to hear from you soon Regards, Brian Transcy by OneCommerce

Hi there, This is Kane 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 to better. 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 - We have seen that one of our colleagues is reaching out you via email, please consider to reinstall the app and let us have a chance to support your case with the highest priority. Hope to hear from you soon Regards, Kane Transcy by OneCommerce

Hi there, This is Brian and we personally apologize for any inconvenience causing to your experience - We have realized you met some troubles starting using our app, then one of our colleagues have reached you via live chat and email as well but we still have not received your response - To follow up your case, one of our colleagues is reaching out you via email again, please check your email and let him know if you need further support Hope to hear from you soon Regards, Brian 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 Feng, This is Brian and we personally apologize for any inconvenience causing to your experience - First of all, we have noted your feedback to improve our app in the better way. Meanwhile we're having a new function as "Block element" to resolve your case. To be specific, blocking URL handle's translation or unneccessary content will avoid the broken format if you accidentally translate them - Also we have seen that one of our colleagues is reaching out you via email, please check your email and let her know if you need further support Hope to hear from you soon Regards, Brian 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