UpOrder (formerly Spently)

We apologize for any frustration or confusion. Your brand chose to remain on a legacy pricing plan, and the charges made were accurate based on the requirements for that plan. We have reached out privately to address this with you and have taken action to make things right. UpOrder has been in business for many years, and over the years, our pricing plans have changed. Each time the pricing has changed, we have made significant efforts to communicate those changes with our users. As a courtesy, we have also allowed users to continue to use our services while on legacy pricing plans, as some brands find it more financially beneficial based on their order volume.

Thank you for taking the time to share your experience with UpOrder. We apologize for any confusion about our app. We reached out to you via email to give you the opportunity to discuss your concerns with us. We are here to help. We appreciate the opportunity to clarify some important points. UpOrder notification templates are sent when triggered by Shopify and do not require ongoing attention from merchants to perform: Over the period of time you used our app, we delivered an ROI greater than 8X for your store. Additionally, UpOrder never touches your store's payment system. All charges for UpOrder are processed by Shopify. Our app only interacts directly with your shop when you are publishing templates created within our designer. We understand that the payment system issue you experienced must have been frustrating, but we want to assure you that our app is in no way related to it. We recommend you contact Shopify directly about any issues processing or receiving payments. Lastly, if you would like to discuss with us your concerns or if you have any questions regarding UpOrder, please reply directly to our emails or contact our support team at [email protected], and we will do our best to assist you.

We apologize for any frustration or confusion about our pricing and recent changes to our platform. A member of our Customer Service Team has reached out to you over email in an attempt to make things right. We verified that all your notification templates were sent when triggered by Shopify and over the time you used our app, we delivered over 95x ROI. We have discontinued the free “Follow Up” email feature and communicated our plans to do so with our customers. We apologize if our emails missed you. Finally, UpOrder underwent some payment plan changes over a year ago. We understand that you were unhappy to find you were on a legacy plan. While the legacy plans were frequently better deals for some of our users, it sounds like this may not have been the case for your brand. If you’d like to discuss these or any other issues with us, we’re eager to make things right and encourage you to reply to our emails or contact our team at [email protected].

We’re sorry you’re experiencing this issue with Follow Up emails. We’ve already reached out to you directly and provided more detail about your specific case and appreciate your patience while we do a thorough investigation of the issue. We apologize for any inconvenience and understand how important timely email communication is for your shoppers. We’d love to further discuss with you how we’re working to remedy this. Please watch out for an email coming your way shortly.

Thank you for your feedback and I'm sorry to hear that you were experiencing frustrations during the publishing process of your templates. From what we can see, it looks like you ended up being able to successfully publish your Spently templates to Shopify! We would love to hear your feedback on how to improve our publishing process, please feel free to reach out to us at [email protected]. Our team is online Monday to Friday between 9am to 5pm ET and is always happy to help!

We’re sorry to see this review, but it’s an inauthentic representation of our app and our interaction with you. Our customer support team responded to you within 15 minutes even though it was at 1:30am EST and our support hours are typically from 9am - 6pm EST. We care about our merchants and we pride ourselves on our service. We are still more than happy to help you in any way we can. We don't offer email newsletters, it's just not what we do. We support your Shopify notification emails and power automated follow up emails. If you would like to send newsletters there are many great apps in the Shopify App Store to do that. We do not hijack your data in any way. We do need some data to properly service you and your emails, with features like product recommendations, discounts, and analytics. We delete all of your data within 30 days of uninstalling our app. You can find more info in our Privacy Policy. Every Shopify app you install from the Shopify App Store is visible under the 'Apps' section in your Shopify admin. If for some reason you cannot see our app there please contact Shopify Support for help. Our thousands of merchants, including the 450+ merchants who have given us positive reviews would disagree with you that our app is not reflected in Shopify after installation. They are all driving fantastic results, and it's worth the investment to them. We'd love to deliver the same service and results for you. Also, the app is completely free for you to use at your order volume :)

We're so sorry about your experience. With the new interface, our goal is to better mirror the Shopify theme experience. Our team has reached out to you and, if at all possible, we would love to follow up with you on areas where we could improve. Please feel free to reach out to us directly at [email protected].

Thanks for the feedback. You may have to set your templates live in Shopify, or try experimenting with various marketing components in your emails to see additional revenue. If you need any help getting set up, one of our merchant success managers would be happy to assist! You can always reach us at [email protected]

We've worked very hard to continue to update our app since you last used it. It is now easier than ever to design all 21 of your Shopify notifications with our template builder and global settings. This allows you to configure all of your notifications at once, saving you time so you can get back to running your business. In addition, we've also made significant improvements to all of our marketing components giving you more control of your recommendations and unique personalized discounts. Lastly, we are always here to help you, so if there is something you are trying to achieve in our template builder or app, but can't get quite right, we'd be happy to do it for you. Thanks for pushing us to be better.

Sincere apologies for the experience you had. We pull the number of orders from Shopify's API to calculate this, but if there was some error, we would be happy to correct it. Please reach out to [email protected] to get this resolved.

Thanks so much for the feedback! We have since introduced global settings into the email builder that allow you to design all 15 store emails is less than 15 minutes :) Our new Starter plan allows you to send unlimited emails for up to 50 orders per month for free. Hope this is helpful!