Rewind Backups

We appreciate you sharing your experience. Losing your store is stressful, and we're glad that Rewind's recovery brought your site back. You're right that some items in Shopify, such as menu navigation, will require manual configuration if you want to restore them. To help clarify this, we have a Knowledge Base article on what Rewind backs up and restores for Shopify: https://help.rewind.com/hc/en-us/articles/27722238895003-What-does-Rewind-backup-for-Shopify We hear your feedback about the export of your backup data, and we appreciate your open communication as you worked through your store recovery with our support team. If there's anything else we can help with, you can always reach us at help@rewind.com.

Thank you for your feedback. We're sorry to hear that your experience with Rewind has changed from a previous 5-star review. Our support team has followed up and restored your blogs. On the weekend support, we hear you. Our current standard support hours don't include the weekend, but we never want our valued customers to feel left alone. We do our very best to get back to all enquiries as quickly as possible, in the order they are received.

Thank you for sharing this feedback. We understand the frustration of a restore not performing as expected. To clarify on the restore options: Rewind offers both granular, item-level restores and account-level restores. We've reached out regarding your other store, and our support team has fully restored your Shopify store content. We're here if there's anything else we can help with.

Thank you for sharing your feedback. Regarding the pricing update, we provided advanced notice via email to keep customers informed before the change. This was our first price increase in many years, and it reflects substantial added value through continued investments in our product reliability and security. If you have any questions, our support team is available at help@rewind.com.

Thank you for taking the time to share this feedback. We understand it can be frustrating when needing to re-authenticate your account. Accounts require re-authentication for security reasons after 90 days of inactivity. You can easily re-authenticate by clicking the confirmation link sent to your email. This is a standard practice to protect the integrity of your Rewind account. Rest assured, your backups have been running the entire time. Our support team has reached out directly and remains available to help you. We appreciate your collaboration and the opportunity to sort this out together.

Thank you for taking the time to share your feedback. We shared our price update communications via email to help keep our customers informed. We hear your feedback, and we continue to strive to be as transparent as possible about pricing and price updates.

Thank you for sharing your valuable feedback. Our price update reflects our continued investment in new improvements that enhance the protection of your Shopify store, including: advanced backup and restore coverage for metafields and translations, backups and restores for Klaviyo and Mailchimp at no extra cost, and enterprise-grade security to keep your data safe. We never want our valued customers to feel blindsided by these updates, and we strive to communicate as transparently as possible. For more details on our price update, please visit our Knowledge Base: https://help.rewind.com/hc/en-us/articles/41129110623899-Price-update-for-Rewind-Backups-for-Shopify-and-Protection-Suite

Thank you so much for taking the time to share your feedback. Being trustworthy is one of our core values, and we never want our customers to feel misguided on what's supported and unsupported by our backups and/or restores. Although we do back up and restore Smart Collections, we cannot current see, back up, or reliably restore the manual sort order even though Smart Collections themselves will be successfully restored. If you'd like to discuss this further, please contact our support team at help@rewind.com.

Thank you for taking the time to share your feedback. We shared email communications about this update to keep our customers informed. This price change reflects added value through continued investments in our product reliability and security. To cancel your subscription, log in to your Shopify admin --> select Apps in the sidebar menu --> find Rewind in the list of Apps --> scroll to the bottom of the page and click "Uninstall app". If you experience any issues while uninstalling, our support team is always here to help at help@rewind.com, and our Knowledge Base has detailed guides on how to cancel your subscription.

We appreciate you reaching out and sharing your experience. We strive to be trustworthy and never want our valued customers to feel misled. There are certain things that Rewind cannot yet back up and/or restore, and you can find a list of what's currently supported by Rewind for Shopify here on our Knowledge Base: https://help.rewind.com/hc/en-us/articles/27722238895003-What-does-Rewind-backup-for-Shopify.

Danke für dein Feedback. Wir haben die Preise vor Kurzem erhöht und uns große Mühe gegeben, diese Änderung sowie die Gründe dafür offen mit unseren Kund:innen zu kommunizieren. Eine 1-Stern-Bewertung wäre verständlicher, wenn wir versucht hätten, die Preiserhöhung heimlich durchzuführen – aber wir respektieren deine Entscheidung. Entschuldigung, falls diese Übersetzung nicht gut ist. (English: Thanks for sharing your feedback. We did increase prices recently and went to great effort to ensure that price change and the reasoning behind it was communicated with customers. A 1-star review would seem more reasonable if we tried to sneak a price increase through but we respect your choice. Sorry if this translation is not good.)

We’re sorry to see you go. We remember your case and appreciate you working with us as we escalated to engineering to understand the intricacies and find a solution. We know price increases sting. This was our first such adjustment in many years and we did build communications around it so that it wouldn't come as a shock. Whatever the case, we wish you well, and strongly encourage you to keep a backup and recovery solution in place—even if it isn’t Rewind.

We’re sorry this didn’t go as quickly as you needed. Rewind backs up and restores themes—including .liquid code—and in most stores, recovery is automated, requiring just a few clicks. In some cases, custom code and ongoing code changes can make an automated rollback more involved. In these cases, we aim to move fast to help. If we missed the mark here, we apologize.

We're sorry for your frustration. To clarify, this is the first price adjustment in many years and we communicated it clearly. We have not raised prices silently. Ever. That's not how we operate. If we can clarify anything further, please reply to our email.

Data disasters happen all the time. We're glad you've never experienced one and we hope you never do. You don't have to use Rewind but we would caution that having a backup—and a way to restore data seamlessly in event of a disaster—is a must. Rewind is about preparedness and knowing that if you ever have a problem, you have a clear, quick path to get back to business as usual.

We’re sorry to hear you felt the cancellation process was unclear. For security reasons, cancellations can only be made by a store admin. This is intentional, and in line with best practices like zero trust and least privilege access. While that extra step may be inconvenient, it’s there to prevent unauthorized changes to critical apps like backups. We’ll continue to look for ways to make the process clearer.

We’re sorry we didn’t meet your expectations. We know how frustrating it is when things don’t go as planned. There are always edge cases and restoring data after complex updates can sometimes require extra context from the team involved. We’ll use the experience to keep improving how we support our customers.

Thank you for your feedback and sorry for the hassle you experienced with restoring images. To clarify, Rewind backs up and restores the exact HTML of your product descriptions, along with images that are properly attached to Shopify resources like products, variants, and collections. In your case, some of the images were added as standalone media via hard-coded URLs, which unfortunately means they weren’t linked to Shopify objects and couldn’t be included in the backup. The best way to ensure full image coverage is to upload them using Shopify’s image picker. That way, the images are “attached” and Rewind can capture and restore them automatically. We appreciate you highlighting this. Your feedback helps others avoid similar pain and gives us insight into where expectations can be clearer. Thanks again.

Thank you for the review. We strive to make our data backup and recovery platform simple to use, secure, and reliable, and we're sorry that your experience with our platform did not meet those expectations. We want to work to remedy this image problem for you and understand what led to this happening. We see our Customer Support team has been in touch with you and is actively working on trying to find a solution. Please respond back to our team at your earliest convenience to help us resolve things for you as quickly as possible.

Hi there, We’re sorry to hear that your restore did not work as anticipated! Our team has been following the progress on your current ticket and can confirm that both our Support and Development teams worked quickly to investigate this for you. It looks like the theme Restore worked how it was meant to. Still, there appears to have been some confusion around Rewind functionality and how the items originally appeared at the time you chose to restore back to. Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can. We would love to continue having a conversation with you and share what we can do to help assure you of our commitment to backing up your data. We value your feedback and are committed to providing you with a positive experience with Rewind. We kindly ask that you respond to our email or get in touch with our team at help@rewind.com as we would love to keep discussing this with you!

Hi there, We are sorry to hear your restores did not work as you expected. We have been following the progress on your current ticket and are happy to say that both our Support and Development teams worked quickly and have gotten to the bottom of it! It looks like the Restore worked how it was meant to, but there appears to have been some confusion around Rewind functionality, and how the items originally appeared at the time(s) you chose to restore back to. Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can. We kindly ask that you respond to our email or get in touch with our team at help@rewind.com as we would love to keep discussing this with you!

Hi Julia, Thank you for choosing Rewind to backup your store. We’re happy you were able to resolve this issue with Logan from our Support Team. It looks like with Logan’s assistance you were able to access your Rewind Vault where all of your historical Shopify store data (since the first day you installed Rewind) is securely stored. We kindly ask our customers to get in touch with our team at help@rewind.com with any issues prior to leaving a review. We have a dedicated Support Team available 7 days a week to troubleshoot, help restore data or access your backups, and answer any questions you may have.

Hi Lexor, Rewind is a cloud backup service. We make continuous backups of your store data, which you can view and restore from within the Rewind app. It sounds like this is not what you were expecting when you installed Rewind, and that you are looking for a downloadable copy of your store data. We understand the desire to have an extra copy of your data, so for that reason, we offer backup exports on request. If you would like a backup export from Rewind please get in touch with us at help@rewind.io.

We understand that being billed more than you were expecting can come as a shock. At all times we do our best to be as transparent as possible about historical plans and we will never force anyone to change a plan that’s working for them. The plan you had originally signed up for came with overage charges. This is not something we attempted to conceal and something that at the time was clearly listed on our page. We would backup your store up to 20,000 items - and for every 2500 extra items above that threshold we charged $2. This plan became a grandfathered plan in the wake of new plans we introduced in 2019, but as many of our clients were getting a better deal on the old plans, we didn’t force anyone to upgrade - nor could we even if we wanted to in accordance with Shopify’s billing procedures. We understand however that despite all this, it did come as a surprise which is why a full refund has been initiated with Shopify’s billing team. Our support team is also more than willing to help you upgrade to our new plans which will save you some money if that is what you want to do. Please contact us at help@rewind.io or reply to any of our outreach to you.

Hi there, As we bill through Shopify, we must receive your approval prior to being able to charge you. We can see that you selected and approved the charge for your plan on June 11th, 2019 at 2:49AM EST. Regardless, if you feel you may have selected the wrong plan or weren't happy with the product, we will gladly refund you. Please contact our help team at help@rewind.io to arrange for your refund.

Rewind cannot make any changes to third party applications - we have no ability to modify the data in any application other than the ones we backup - Shopify, Mailchimp and QuickBooks Online. Please contact our support team so we can provide assistance and determine what happened. We reached out to you by email and phone immediately after seeing this review.

Thanks for choosing Rewind to backup your store. We have a very flexible refund policy that will refund any charges to customers who aren't happy with our service. In your case, you were being billed for the total number of items in your backup, not just the number of products. This would have been explained when you subscribed to Rewind. We'd be happy to refund you the $8 fee - simply contact us at help@rewind.io or 1-855-5-REWIND and we'll refund you the full amount.