UFE Cross Sell & Upsell Bundle

Summary: This situation arose due to some misunderstanding about our pricing system. I sincerely apologize for the frustrating experience you’ve had with our support and for the confusion caused by unclear communication on our part. This is not the level of service we strive to provide, and I’ll ensure such issues are handled more effectively in the future. Thank you for the opportunity to clarify it for you and others reading this. Our pricing plans are based on the total sales volume of your store, meaning we consider all orders received within a 30-day billing cycle, not just those generated through our app. From the screenshot you shared, I noticed that it reflects the period from September 11 to October 11. Please note that charges are processed only after customer payments are completed, which may take a few days, allowing us to verify and check further. But based on your previous month's billing, I can share you some valuable points. Your store's order volume fell between 200 and 599 orders, which corresponds to a charge of $29.99. Here's the breakdown: an initial subscription fee of $9.99 is charged at the beginning of the billing cycle, followed by a $20 usage fee at the end of the month, totalling $29.99. I hope this explanation helps clarify the situation, and I truly apologize for any misunderstandings caused by our earlier communications. We do mention this clearly on our pricing page, and it’s also outlined when accepting a pricing plan. Unfortunately, it seems this may have been missed, leading to the confusion. If you need further clarification or would prefer a call to discuss this, I’m more than happy to assist. You can also refer to our pricing articles for more information: https://helixo.co/upsell-funnel-engine/#ufe-pricing-table https://helpdesk.helixo.co/pricing-billing Once again, I apologize for the inconvenience, and I appreciate your patience. Please feel free to reach out if there’s anything else I can do to assist. If you need further assistance or have any questions, please feel free to reach out to us at [email protected] or via our in-app chat. We are committed to providing the best service possible and would love the opportunity to continue working with you. Once again, I sincerely apologize for the trouble this has caused. Best regards, Tinu, Customer Support Lead at Helixo

Summary: This situation arose due to some confusion with our app’s order counting method, which led to your dissatisfaction with our pricing model. Hi Fion, I’m sorry to hear about the confusion regarding how our pricing model works, and I appreciate the opportunity to clarify things for you and others reading this. Our pricing is based on the total sales volume of your store during a 30-day billing cycle, not just the orders generated by our app. This includes all orders received in your store, which is why you may have noticed a higher order count than expected. We understand how this could be frustrating, especially for small businesses, and sincerely apologize for any inconvenience this has caused. It’s important to note that our pricing logic is designed to be fair and scalable, ensuring that smaller stores pay less or even $0, while larger stores contribute more based on their order volume. This approach helps both big and small merchants maintain a positive return on investment (ROI). For example, merchants with 60 orders per month are billed $9.99, while those with 100,000 orders per month might see a charge of $249.99. This can vary each month based on your store’s performance. We do clearly mention this on our pricing page, and it’s also outlined when accepting a pricing plan. Unfortunately, it seems this might have been missed, leading to the confusion. To address your concern, we’ve already processed a refund for the last month and offered an additional month of our service as credit. We hope this helps in making up for the inconvenience. If you need further assistance or have any questions, please don’t hesitate to reach out to us at [email protected] or via our in-app chat. We’re committed to providing the best service possible and would love the opportunity to continue working with you. Again, I sincerely apologize for the trouble caused, and we hope to see you reconsidering our app in the future. -Tinu, Customer Support Lead at Helixo

Summary: We noticed that you were in our chat for only 2 days. Out of your 3 requirements, 1 was resolved, and the other 2 were added to our feature request list as they were not available at the moment, and we informed you accordingly. Could you please confirm if you received our email regarding this matter? Hello, Thank you for your feedback and for highlighting our fast response time. We sincerely apologize for any frustrations you’ve experienced and want to address your concerns promptly. We appreciate your patience while we worked to resolve your requests. Upon reviewing our records, it appears you contacted us on July 3rd, and we completed the feasible requirements by July 6th. Here’s an update on your requests: Add an image under the checkout button for payment icons: This has been successfully implemented. Add text “per piece” next to the price: We have informed you that this feature is not currently possible. Multiple tiers for the progress bar: Similarly, this feature is not currently possible, and it has been added to our feature request list. Regarding our update on your requirement, I apologize for any confusion. We mentioned this in our communication approximately 2-3 weeks ago. Could you please confirm if you received it? We want to ensure you have all the information you need. Also,regarding your feedback about mobile optimization for the widgets, this is a new concern for us. Could you please provide more details so we can investigate and address it promptly? We understand that you have uninstalled our app, and we regret any inconvenience caused. Should you reconsider and give us another chance, we are committed to improving your experience with UFE. Your feedback is invaluable to us, and we appreciate the opportunity to assist you again. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Lead at Helixo

The billing on the app, which occurred without using our app, happened due to a misunderstanding about our pricing plan. We have resolved this by issuing a refund to you. Hello Andrea, I wanted to clarify that our pricing plans are based on the total monthly store orders. Your pricing plan details are clearly outlined in the place where you accepted the pricing. In case you missed it, here's a screenshot for your reference. https://prnt.sc/uVALCeMjamXs I recognize that billing may be burdensome if you're not actively using the app. If you are currently utilizing our app, billing shouldn't pose an issue, as it can lead to generating better revenue for you. However, after reviewing your account, we observed that you haven't used our app and generated any revenue from it. In response to this, we have initiated the refund process from our side. We value your feedback and are committed to ensuring a positive experience. Please note that your store has a high potential for adding upsell revenues, as your store order count and the number of products are ideal for upselling. Consider creating various funnels, analyze results daily, and utilize A/B tests to determine which cross-sell product or discount works best. These are simple yet effective strategies that have helped our customers earn an additional revenue of $100 Million. Hope you find these insights valuable. If you have any additional questions or need further assistance, please feel free to reach out us at [email protected] or via our in-app chat. We are always happy to help you. Best regards, Tinu, Customer Support Lead at Helixo.

Hi, I want to clarify that we do offer a 7-day free trial to all our customers, allowing them to assess the app and determine if it aligns with their expectations. During this trial period, users won't be charged, providing an opportunity to explore the app without financial commitment. If, after the trial, users decide not to continue with a subscription, they can remove our app from their Shopify store or switch to the free plan before the trial ends. For a clearer understanding of our pricing, please refer to our pricing article. https://helpdesk.helixo.co/pricing-billing I also want to extend our flexibility by offering up to a 30-day free trial if you need more time to explore our app. Once again, I appreciate your feedback on the Shopify app store, and I want to sincerely apologize for any inconvenience you may have experienced. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Lead at Helixo

Hallo, ich kann bestätigen, dass Sie die App am 6. Dezember deinstalliert haben und die letzte Gebühr vom 12. November bis 12. Dezember am 25. November in Rechnung gestellt wurde. Wir haben dies gründlich untersucht, und bisher wurden keine weiteren Abrechnungsaktivitäten erfasst. Für vollständige Klarheit könnten Sie bitte die Rechnungsdetails unserem Support-Team mitteilen? Wenn versehentlich zusätzliche Beträge berechnet wurden, verpflichten wir uns, umgehend eine Rückerstattung vorzunehmen. Wir haben auch festgestellt, dass Sie unsere App deinstalliert haben, und es tut uns aufrichtig leid, wenn Unannehmlichkeiten entstanden sind. Ihre Zufriedenheit hat für uns oberste Priorität. Könnten Sie bitte die Gründe für die Deinstallation mitteilen? Ihr Feedback ist uns sehr wichtig und wird uns bei notwendigen Verbesserungen helfen. Wir freuen uns darauf, diese Angelegenheit zu Ihrer Zufriedenheit zu klären. Bei weiteren Fragen können Sie uns gerne unter [email protected] oder über unseren In-App-Chat kontaktieren. Wir helfen Ihnen jederzeit gerne weiter. Tinu, Customer Support Lead bei Helixo

We apologize for any inconvenience you've experienced, and we appreciate your feedback. Regarding the lack of response, please note that our support hours are from 8 am to 11 pm (IST). We do our best to respond promptly during those hours, and we're actively working on extending our support coverage. Regarding the issue you mentioned, it appears that the problem occurred because the option 'Remove discount if trigger product is removed' was disabled It is designed to prevent situations like the one you described, and we recommend keeping it enabled to ensure the discounts are applied correctly. We value your feedback, and we're continuously working to improve our app and support services. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Lead at Helixo

The issue emerged because custom-built pages are incompatible with UFE. Pedimos disculpas por cualquier inconveniente que pueda haber experimentado mientras buscaba ayuda de nuestro equipo de soporte. Después de revisar el asunto, identificamos que el tutorial que proporcionamos estaba destinado específicamente a todas las páginas excepto a las páginas personalizadas de Shopify, lo que puede haber causado confusión. Además, lamentamos cualquier falta de comunicación o falta de claridad que pueda haber ocurrido durante nuestra interacción con usted. Además, entendemos que hubo un retraso en nuestra respuesta debido a la necesidad de colaboración y permiso para investigar el problema, y nos disculpamos por cualquier frustración que esto pueda haber causado. Posteriormente, nuestro equipo descubrió que la URL de la página que proporcionó era una página personalizada que podría no ser compatible con UFE. Agradecemos sus comentarios y nos gustaría informarle que la integración con páginas personalizadas ya se encuentra en nuestra solicitud de función y definitivamente la consideraremos en nuestras próximas actualizaciones. Esperamos que esto proporcione una mejor experiencia para usted y otros clientes en el futuro. En caso de consultas adicionales, contáctenos en [email protected] o a través de nuestro chat en la aplicación. Siempre estamos encantados de ayudarle. - Equipo de soporte de Helixo

The issue occurred due to a misconfiguration in the app settings, which we have resolved by changing the settings for you Hi Julian, We apologize for any inconvenience caused by our app and want to extend our sincerest apologies. After investigation, it was noticed that the "go-to cart" button function was set to "continue shopping", resulting in a functional conflict. To resolve this issue, our team has modified the button action to "go to cart", leading to the successful functioning of the popup button. Typically, when a customer clicks on the "Go to cart" button, they are directed to the cart page. However, in this particular case, the button was set to "Continue shopping," causing a functionality conflict that prevented the customer from being redirected to the cart page. We appreciate your understanding and patience as we worked to resolve this issue. Our priority is to provide the best possible experience for our customers, and your feedback helps us to improve our services. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Helixo Support Team

Hi! I appreciate your honest feedback here, and I’m so sorry about the inconvenience on our part. Actually, today, our CDN Service provider 'Cloudflare' was down. So, most of the services including Shopify itself were down for certain regions. This caused an unexpected error and that's why our app didn't work for you. And our engineering team was able to manage this issue as soon as possible. Hope that no other issues persist and it is working perfectly for you. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Advocate.

we appreciate you sharing your experience with us. Our Pricing is based on the Sales Volume of the store, it depends on the simple logic that small stores pay small or even $0, and big stores pay big. so merchants with 60 orders per month need to be billed $9.99 per month, and those who are having 100,000 orders per month need to be billed $249.99 per month, and this can vary each month. That's the reason you need to accept the maximum possible amount. It doesn't mean you will be charged the maximum amount every month. You will only be charged based on the orders of your store. Hope you can understand. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Advocate.

Hi Victoria, Our upsell widget is working on the online store and using the products from the Shopify product listing. While checking, it seems that the products are unavailable at the online store and available only at other sales channels. Normally, the error message "Out of Stock/404 Page not found" is shown by Shopify when the product is out of stock/unavailable. If you want to show the upsell products even if it is unavailable at the online store, you can disable the option 'Hide out of stock/Unavailable products' as shown in the screenshot below. https://prnt.sc/vM0fKkzZbmye And regarding the refund, we are happy to give you a refund if you haven't generated any revenue from our app. But it seems that you have impressions and acquired revenue from our app. And we are really sorry for the delay from our support agent Sarah. Actually, you contacted us around 9 PM (IST) and our team was on dinner break at that time. That's why it took some time to check from our side. Really sorry for the delay in the clarification. Surely, we will keep it in mind for future interactions. Also, it would be great if you could share some light on what we can do from our side to make a 5- star experience for you. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Advocate.

Hi Jamie, Normally, "Liquid error: Could not find asset snippets/ufe-offer.liquid" is happening when removing the ufe-offer.liquid file before removing the code snippet from the theme.liquid file. That is, following step 2 before step 1 in the tutorial given for uninstalling UFE 2.0 completely. And we are extremely sorry for the delay on our part to remove the residual codes of UFE for you. Actually, you haven't given us the staff permission initially. And unfortunately, we got the permission when we were offline. That's why the delay happened. Really sorry for the delay. Surely, we will keep it in mind for future interactions. Also, it would be great if you could share some light on what we can do from our side to make a 5- star experience for you. In case of further queries please contact us at [email protected] or via our in-app chat. We are always happy to help you. - Tinu, Customer Support Advocate.

Sorry for the inconvenience caused. Our team has issued a refund of $171.91 USD. While checking we were able to find that you have not made any revenue from our app. We do guarantee a refund from our side in case our app didn't work out for you. Hope you have received the refund. Do contact us if you need further assistance. You can contact us via our in-app chat or at [email protected] --------------------------------------------------------------------------------------- Wir entschuldigen uns für die entstandenen Unannehmlichkeiten. Unser Team hat eine Rückerstattung von $ 171.91 USD ausgestellt. Bei der Überprüfung konnten wir feststellen, dass Sie mit unserer App keine Einnahmen erzielt haben. Wir garantieren eine Rückerstattung von unserer Seite, falls unsere App für Sie nicht funktioniert hat. Ich hoffe, Sie haben die Rückerstattung erhalten. Kontaktieren Sie uns, wenn Sie weitere Hilfe benötigen. Sie können uns über unseren In-App-Chat oder unter [email protected] - Sreeshankar, Customer support Advocate.

Please note, in the online world, it is practically impossible to avoid negative reviews. We had contacted Shopify regarding fraudulent reviews, and this is what they had to say. But we are graceful in admitting the mistake if it was our fault. But that is not the case here. This review seems fraudulent for the following reasons and to the merchants reading this we kindly ask you not to trust this review. TL;DR Hello, While checking your account we could find the following data. 1. You made this review just after 10 days of installing our app. Now let me explain why that point is important. Within 10 days of installing you got 15 impressions. It would result in an approximately 10% conversation rate. Anyone with experience in the e-commerce field would agree that that is an unreasonable expectation in such a short period of time. In fact, we have clearly explained this in our help desk article, how much time on average you should give for the app to show results. That being said the time you had with our app is not enough to make such a statement that you have made. 2. So what made you drop an unreasonably biased negative opinion on our app in such a short time? Did you have a bad experience with our customer care services? No, you haven't contacted us even once in this time period. Now about the pricing of the app. While checking your store has zero orders. Also, you had availed $19.99 Unlimited plan. There are cheaper plans for you if you have only less than 50 orders per month, you can either use our app for free with a watermark or use our app for $7.99 per month without a watermark if you have only less than 50 orders per month. 3. So, as you can see we have taken extra care to make sure that merchants of all financial spectrum can use our app to increase their conversion. So we would love to hear why you think our app is expensive since you voluntarily accepted the unlimited plan when there was a cheaper plan that would fit your purpose. For the above-said reasons, we ask the customers who read this to kindly not trust this review and please try our app for yourselves to see the result. - Sarah, Customer Support Advocate

Hello Xie JiRong, First of all, let me apologize for the inconvenience you had to endure. It was really unfortunate. The issue was a jquery issue. All we had to do was small editing in the theme liquid to solve the issue. But when the developer tried to access your admin via the staff invite you sent us yesterday it said the invite expired. So we immediately asked to staff account invite again. We had sent you a mail stating the same including a Screenshot showing a message, said the invite expired. Normally the invite would expire only after 7 days. We don't know why this happened, but it was really unfortunate. You contacted us on 5/8/21 afternoon, and on 6/8/21 morning we notified you that our developers will resume looking into the issue. After they had found the fix all they had to do was to edit the code. But the staff invite expired unexpectedly. We did ask you to resend us an invite but seems like that was really frustrating for you, we are sorry. We are more than happy to solve this issue for you please send a staff account invite to [email protected] and we will fix it right away. We are always here to help. -Sarah, Customer support Advocate.

This review seems suspected to be a foul play by competitors. We are investigating more on it and will gather all relevant information and update it here and report it to Shopify partner team. 👉 For New Merchants reading this: Install the app and try it to see the results, if you need help, don't hesitate to ask us, we will go beyond to satisfy your requirements to increase the sales.

Hello Nick, We are sorry for any inconvenience that we might have caused you. But certain things are needed to be cleared since your review is heavily misleading and driven by pure emotion and not reason. In total, you had two issues and one requirement. Your requirement was that you wanted to remove our watermark for free. It was a little hard to accept your requirement to give the paid plan (removing watermark) for FREE!! we offered an extended trial as our best to give. But you still wanted to service that all other merchants pay, for free. You contacted us via the In-app chat with an issue. The issue was that the up-sell or the offer widget was not showing, you gave us the details to check this issue, which we solved from our side within 10 minutes. And then there was the second issue which caused all the misunderstanding. The "You may also like section" on your website was not loading images and, we don't know why but you were pretty sold on the speculation that this was caused by our app. It took some time for us to figure out the issue because all you were saying that we made your site look like a scam. You never gave us any specifics about the issue. Even when we asked you to clarify you never gave a clear reply until the very end, you made it clear that the issue was that the pictures are not showing. How are we supposed to pinpoint the issue when all you are giving us is a vague statement "it looks like a scam"? Anyways after a thorough check, our team was able to find the cause of the issue. We delivered you the answer to the first issue within 10 minutes and for the second issue in less than 2 hours. We made it clear to you that the issue was not from our side or due to the app but in your theme and we gave you the technical reason to back our findings. Our team checked the boxes issue, While checking we found that the "picture not showing in boxes" issue is not caused by our app or any of our code, because our team checked by blocking our scripts from your theme, and still images were not loading. For further technical information: Images are loaded using the lazy sizes library, seems it's not available in the store. Which is causing the issue. And we asked you to consult your theme developer on this issue. You read and responded to the messages. And yet you posted this negative review in false claims knowing that the issue was not from our side. It was mandatory that we address this because the review you gave, even if in the heat of the moment is 100% false and without reason. For the merchants reading this, let me address your claims: 1. The app did not load on his page. Ans: It was a minor theme incompatibility and we fixed it for you within ten minutes by changing the position of the widget. 2. Left code that caused massive issues when I went to uninstall. Ans: As we already clarified the issue was not caused by our app. We explained it to you with technical evidence. We had also shared with you the brief instructions to remove the app completely from your store. 3. It does not boost your sales. Ans: I think the 400+ reviews speak for themselves. And you have to think why the massive issue did not occur on any of their sites. 4. They took ages and literally made the problem worse. Ans: You had 2 issues and one requirement, We addressed and solved the first issue in 10 minutes. The second issue was a bit tricky and even though related to your theme and not our app, we gave you the exact cause of the issue in less than two hours. If I'm not mistaken is a very good response time for a theme-related rare issue that is hard to figure out.🤷‍♂️ 5. Nightmare app that will ruin your SEO. Ans: Our app has nothing to do with SEO( Search engine optimization) Our Lightweight code feature makes sure that it does not affect the speed of the site. Nonetheless, Our app is not related to SEO whatsoever. 6. They will make you look like a SCAM. Ans: No, we won't.😊 That being said, if you decide to use our app again we are always happy to help you when in need. We are more than happy to help your business grow like we are doing for thousands of merchants! Hope this clears your misunderstanding. If you are in need of any further assistance, no worries, please contact us at [email protected] we are always happy to help😊 . Have a nice day!

Thank you for posting your honest feedback review. We've checked your logs and I could see that you are one of our early customers, appreciate that. Sorry to hear that our pricing plan is not suited well for you, Our pricing plan is based on the sales volume of the store, which is mentioned on the pricing accept page before accepting the pricing plan. Also, there is a dedicated detailed article about our pricing on our helpdesk site: https://helpdesk.helixo.co/pricing-billing-98a6021fcb7b4564a34ee716002a8227 I could understand that you haven't used the app after January 14 while checking the analytics. While checking I could see that $79.99 was charged from you (combined of 4months), and btw congrats on earning €36,781.55 (~ $44057.68) that's an ROI of 55,078% which is really great, to be honest!! It's performing better than most of other stores while checking our analytics. We strongly believe it's not fair to charge if we didn't give value, so we understand the matter, We are happy to give you a refund for the period you haven't used. Also, if you wish to use our app, and believe it adds value to your business, then we are happy to give you an unlimited orders pack for a fixed rate per month - UNLIMITED PACK Offer is live this week, you can grab that. We've already contacted you but couldn't got any response. Feel free to reply us at [email protected] to resolve the issue and process refunds! Valsaraj R | Founder, Upsell Funnel Engine