One Click Upsell ‑ Zipify OCU

Hi there! My name is Chris and I am Customer Support Manager here at Zipify. I wanted to quickly address the issues presented. For issue one- “Our customers were adding upsell items to cart, and finding during checkout that the PRIMARY item they were trying to buy wasn't in the cart anymore (the most expensive, crucial item!). People were checking out with JUST upsell items.” We were unable to confirm this issue and sought more information to troubleshoot the issue. When we did not hear back for 48 hours we sent a follow up email. We received a response two weeks later which caused the delay. Our Support team responds to all incoming emails/messages on the day they are received. As far as the issue presented, we have protections in place that prevent discounted items from being purchased if the trigger item is removed. We did not see any evidence in our logs of that behavior. For the second issue presented: “Then we noticed one of the upsell items wasn't successfully adding. We reported this issue issue to them, and they come back almost 2 weeks later to say they "fixed this issue in firefox", when Firefox was the only browser that DID work.” We were able to confirm this bug that was unique to your store’s setup. Our Dev team applied a custom fix within 4 days that would prevent this behavior from reoccurring regardless of browser. We apologize your experience with OCU wasn’t what you were expecting. I think the crux of the misunderstanding here was waiting on additional information for an extended length of time. We wish you and your store all the success moving forward.

My name is Chris and I am the Customer Support Manager here at Zipify. As I mentioned in your support case, your plan has a base fee of $35 per month plus 1% of revenue acquired via OneClickUpsell offers. This means that even if you are not generating upsell revenue, you will be charged that base fee of $35 a month. These misunderstandings happen which is why we were happy to refund all fees paid to us. Our Support team prides itself on being generous and understanding when billing misunderstandings occur. We hope you can give us another chance down the road!

We're sorry to hear that OCU wasn't a good fit for your needs. We're constantly working to improve and expand our compatibility with platforms like Klarna. Shopify currently handles data tokenization, and while not all payment processors are currently supported, we're working on expanding our capabilities in the future. As for UI feedback, our Development team puts a lot of effort into creating a user-friendly interface for our diverse user base of 10,000+ users. We understand that preferences vary, and we're disappointed to hear that our UI didn't meet your expectations. Our Support team is here to assist you, and we'll be sure to follow up when Klarna compatibility is available. If you have any further questions or concerns, please don't hesitate to reach out. -Team Zipify

Hi RelaxproStore, We received your app review for OneClickUpsell and our Customer Support Manager, Chris, personally reached out to apologize that your experience is not what you had hoped for. We are sorry to see that we could not locate any records of communication between you and our support team. Many reviewers rave at how wonderful our support team is and we wish we had the chance to show that. Perhaps we still can though! By offering several pricing tiers, we hope to accommodate a variety of users and their budgets. At a minimum, we'd like to refund any money you've spent with us and see how we can improve for other merchants. Our customer support team would love the opportunity to speak with you and see how we can make things right. Please respond to the personal message sent by our Customer Support Manager. Thanks so much and looking forward to chatting. - Team Zipify

Hi, Exalt Commerce First and foremost, please accept our sincere apologies for the inconvenience caused by being passed back to us in relation to the incorrect reporting of the Facebook pixel. It appears that the response you received from us mirrored the one provided by Shopify in most cases, which may have seemed impersonal. We want to assure you that this was not our intention, and we acknowledge that it was not an ideal experience for you. We understand that dealing with such problems can be incredibly frustrating and complex, and genuinely sympathize with your experience. In our efforts to resolve the issue, our support team can attempt to open a support ticket on your behalf. However, based on our experience, reaching out to Shopify support directly may not always guarantee a solution. They often recommend utilizing the Shopify Community or contacting the app developer for assistance. Rest assured, our support team did make every effort to provide you with the necessary details and documentation to demonstrate that our application is not causing the issue with the Facebook pixel. The links we shared, directing you to the Shopify Community thread and relevant documentation, aimed to offer alternative resources for troubleshooting. It’s worth noting that third-party apps are just one of many potential sources that could lead to the duplication of your pixel and the subsequent over-firing by 2 or 3 times. Our team invested considerable time and effort in reviewing support conversations to identify any similar issues experienced by other merchants. Regrettably, we found that no other merchants had encountered the same problem. While this may indicate that the issue is not global with OCU, we fully understand that it does not negate your individual experience or the impact it had on your business. To proceed toward a resolution, we would like to revisit the Facebook pixel over-firing if you are willing to reinstall OCU. Since removing OCU and its associated code from your store, you should have data on whether the issue was resolved. By reinstalling OCU and closely monitoring the pixel’s behavior, we can gather more conclusive evidence to determine if OCU is indeed the cause or if other contributing factors are involved. This data will help us build a strong case to present to Shopify’s support team. We genuinely hope that you will respond and allow us to assist you further. We take app store reviews very seriously, and it is of utmost importance to us to prove that we offer some of the best support within the Shopify App Store network. Thank you for your understanding, Exalt Commerce. We appreciate your patience throughout this process and assure you that we are committed to working towards a satisfactory resolution. -Team Zipify

Thanks for letting us know about the Buy Now button issue on your store. A theme file was identified and isolated after speaking with the merchant and working with a theme developer. We have no indication that OCU was involved. However, our team has offered to re-install the app and inspect for issues in real-time with the merchant's permission. We’re confident this is a coincidence and that OCU will work well with the theme. -Team Zipify

Hi The Paw Co. Steve here, Customer Service Manager with Zipify.com. This review is very concerning. I'm extremely sorry you had such a negative experience and I'd like address each of your concerns and do what we can to make it right. Regretfully, I was unable to locate any outreach from your store to our support team with the concerns mentioned. If you did attempt to reach us please let me know what email address you used so I can review the support you received. First, I'd like to address the charge for OCU. The $35.00 charge has been refunded as of 1/18/2023. This refund will show in 5-7 days on the purchase credit card. The charge was created ($35.00) 12/15/22 and the app was removed (billing canceled) 12/16/22. This will result in a charge but we are always happy to refund when a merchant wasn't satisfied or if the merchant intended to uninstall before the trial ended. Next is the more concerning issue of your with the checkout button on your store. The feature you used of OneClickUpsell was the pre-purchase upsell function. This feature does have to interact with the store's theme and there can be conflicts with custom-built themes or regular themes that we haven't worked with before. While this is rare it can happen. Our support team is well equipped to handle any conflicts with our app and can remove the OCU code snippet as well as have our developers resolve any conflict issues. The OCU code snippet can also be removed from the app by turning the app status off. This will immediately fix issues that result from a conflict. Our support would have instructed the store to do this or done it for the store owner by requesting store access as an app developer. I apologize that we didn't get this information to you. We are very much interested in improving and learning from your negative experience. If you'd like to share what we could have done better to provide you support I will take direct action based on your feedback. I hope we can work together to improve your experience or at least learn from this experience. Wishing you massive success! Kind Regards, Steve

Hi Barton Watch Bands. Steve here, Customer Service Manager with Zipify.com. I do sympathize with the tracking script issues you experienced. Our support was not clear enough that Post-Purchase tracking scripts are not something we're normally able to support and we had attempted to go above & beyond our normal level of tracking script support. Shopify in kind doesn't offer support for these Post-Purchase scripts and recommends the Shopify Community or hiring a Shopify Expert if in need of assistance. I sincerely apologize that we have not been able to get the scripts to work for you. I want to be clear that the concerns you have are with the Post-Purchase tracking. For natively integrated tracking, there are no known issues and everything should be working correctly. I'm happy to post to the Shopify community for you and see if we can find other merchants that have been able to resolve similar issues. Shopify has also expressed to me that they will be more inclined to look into issues if they see interest from merchants in the Community. While I don't have an immediate solution to the post-purchase tracking I would like to offer a call with you to discuss your concerns and see what OCU could do to help you move forward. If you have found a suitable solution for your business please let me know. Currently, my understanding is all post-purchase apps are unable to provide these tracking scripts. I would really like to be able to offer this to our customers in the future. I'd really like a chance to discuss this! Please check your email for a link to schedule a call with us. I'm happy to offer a trial period if you do decide to try our app again now or in the future. We have a lot to offer and we will use your feedback to improve our support. Kind regards, Steve & Team Zipify

Hey Green Joe Coffee Truck, so sorry to hear things didn't go as planned. We’re actively looking into what happened and we appreciate that you provided details to help our investigation. It appears the issues are the result of a conflict with a 3rd party digital download app. We're trying to figure out what happened so we can fix it and prevent it from happening in the future. Again we apologize for any inconvenience you've experienced.

Hey Buddha Fight Wear! Thanks for the review. The team has reached out to you to see if we can help. We are working on adding pre-purchase discounts to carts as soon as possible. Please see the communication with the team so we can help you specifically. Thank you! -Team Zipify

Hey LoveSpoon Candles, we're sorry to hear that you didn't enjoy your experience with OCU. Our team looked into the issue and we have figured out what was happening. We'd love to help you get that fixed up. As far as Afterpay or Affirm we're just waiting on Shopify to roll that functionality out. As soon as they do, it'll be available in OCU. We can't wait either. If you'd like help getting the tech issue worked through just reach out and we'll take care of it for you. -Team Zipify

Hey Simple Life Nutrition! After reviewing your support ticket it looks like you were able to get the problem figured out? Or are you still experiencing problems? Would love to make sure we get you the help you need to get this working.

Hey Eleven Australia, we definitely understand the frustration. This is a limitation of the Shopify API at this point. We have to work within the restrictions we are given. When they open up their API to allow for Paypal and other payment processors we'll release it for OCU. We know how important Paypal and other processors are to our merchants so as soon as Shopify allows we'll get it rolled out for you.

Hey Ninja Shark! Thanks for reaching out! We've identified your issue and it's actually not with OCU. Shopify has a rule that you cannot have 2 "checkout" apps installed at the same time. You installed one of their other partners first and because of that OCU will not work. They are aware of this issue and they know it is effecting all of their checkout partners. If you'd like to use OCU, just uninstall the other application and you'll be good to go! That being said I understand your frustration when trying to get help and not getting the answers you need. I see we do have a support ticket open with you and are awaiting a reply from you in it. Check your email and we can continue there. Thanks for your patience, as you can imagine support queues are a bit longer than normal during launch but we're still replying to everyone within 2 hours. Thanks for being an OCU user, we appreciate you.

Hey there Popi Hair FR! Thank you for your feedback. We are sorry to hear that you had an issue with your installation. We have extensively tested OCU prior to launch, including on our own 9 figure Shopify store. That said, no two Shopify stores are alike and there are endless combinations of themes, apps and other custom changes. We'd LOVE the opportunity to look into what happened and how we can get this fixed for you ASAP. However, it looks like you disabled the app. Would you be able to reach back out to support so we could have someone from our dev team look at this for you?