Transcy: AI Language Translate

Hi Byron Custom Guitars Team, thank you for bringing this to our attention — we completely understand how surprising it is to see a charge after uninstalling, and we're sorry for the confusion. Here's what happened: on Shopify, app charges are generated at the start of each 30-day billing cycle rather than at the end. Your cycle ran August 30 – September 29, so Shopify created the $29.90 charge on August 30. Uninstalling on September 3 stopped every future charge — but it doesn't cancel a charge Shopify had already issued at the beginning of that cycle. This is how billing works for all apps across the Shopify platform. Raymond from our team has already emailed you about this, though we haven't received a response yet. We'd genuinely like to resolve this for you and make sure it doesn't leave you with a bad experience — whenever you have a moment, simply reply to his email and we'll take care of everything right away. Thank you for your patience, and we're sorry again for the trouble this caused. -The Transcy Team- ----- 您好，非常感谢您反馈这个问题。卸载应用后仍看到扣费，确实容易让人意外，我们对此深表歉意。 具体情况是这样的：在 Shopify 平台上，应用费用是在每个 30 天计费周期开始时生成的，而不是周期结束时结算。您本次的计费周期为 8月30日至9月29日，因此这笔 29.9 美元的费用由 Shopify 在 8月30日当天生成。您在 9月3日卸载应用后，后续所有费用均已停止，但卸载无法撤销 Shopify 在周期开始时已经生成的费用。这是 Shopify 平台对所有应用统一的计费机制。 我们团队的 Raymond 已就此事通过邮件与您联系，但目前尚未收到您的回复。我们非常希望能尽快为您妥善解决，不让这件事影响您的使用体验——您方便的时候回复一下那封邮件即可，剩下的我们会立刻为您安排妥当。 再次感谢您的耐心，也为此次造成的不便向您致歉。 —Transcy 团队

Hi there, I'm Mirabel. It sounds like you had a good time with us. Thanks for taking the time to share your feedback with Transcy. I'm glad we were able to meet your expectations! Furthermore we really care how your business is in e-commerce market, so we highly recommend you to take time to visit our blogs at https://fireapps.io/blog for latest news regarding not only Transcy, but also other apps from FireApps and e-commerce tips which might be helpful for your business. If you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at support@fireapps.io Best Regards Mirabel Transcy - Translate Language and Convert Currency

Hi Yikukan, Here's Jena from Transcy. Thank you so much for your greathearted review. Besides that, to make your experience better, we will keep on improving our services for valued Transcy users like you. Thank you for the loving words you've shared, and thank you for being the best part of Transcy. Also I highly recommend you to check our blog for latest news regarding not only Transcy, but also other our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/ If you have any further questions, please feel free to contact us via our 24/7 live chat, or email us at support@fireapps.io Regards, Jena Transcy by OneCommerce

Thank you! Managing over a dozen languages is no small feat; glad Transcy is making it easier for you. And we'll pass the kind words along to the team. Whenever you need anything, we're here! -The Transcy Team-

Aw, thank you! So happy to hear our support team could help. And point taken on the documentation, we'll keep making it better. In the meantime, don't be a stranger; we're always here when you need us! -The Transcy Team-

Thank you — that means a lot! We hope you'll achieve even more global success with Transcy. -The Transcy Team-

Hi LifeSpan Europe, That means a lot to us — thank you! We're really glad you had a great experience, and we're always here if you need anything. -The Transcy Team-

We're sorry to hear that. We offer a range of plans for different store sizes, including a free tier. If you'd like, drop us a line at support@transcy.io - we're happy to help find the right fit for your store. -The Transcy Team-

Thank you so much for the kind words! We're glad our support team could help. Wishing you continued success; we're always here if you need us. -The Transcy Team-

Hi, It's hard to hear, and we're truly sorry. We know we let you down, and we don't take that lightly. We've reached out to you directly via email and would love the chance to make this right. — The Transcy Team

Thank you for this wonderful review! We're so glad the app has been a reliable part of managing your multilingual stores. Raymond will be especially happy to hear your kind words. We'll make sure to pass them along to him and the rest of the support team. Wishing you continued success with your international stores. We're always here whenever you need us. -The Transcy Team-

Thank you for the kind words! Making multilingual stores feel manageable is exactly what we're here for. Glad our support team could be there when you needed them. To your global success, -The Transcy Team-

Hi Joeri, This is Kieran from Transcy and we're deeply sorry for this inconvenience causing to your experience - Regarding to your issue, it was officially fixed on Jan 22, please help me 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. Regards, Kieran Transcy by OneCommerce

Thank you for sharing this! We'll pass your kind words along to Raymond. Knowing that you feel supported whenever you need it means a lot to us. To your global success, -The Transcy Team-

Thank you! We'll make sure Raymond knows your kind words. -The Transcy Team-

Thank you for the detailed review and for sharing how you've set up your multilingual Shopify store! Translating across 8 languages with GPT API integration, custom product feeds, and manual translation control is no small feat. It's great to hear that Transcy's keyword exclusion list and find-and-replace features made a real difference for managing your international stores. We hear you on the product translation sync speed. Syncing translated content into Shopify's database for API requests and XML feeds can take longer than expected, and we appreciate your patience in working around it. Glad the team could help resolve the issues along the way. We'll keep working to make the experience smoother. To your global success, -The Transcy Team-

Thank you for the kind words! Being there when you need us is what we're here for. -The Transcy Team-

Hi there, This is Saha. I’m truly sorry to hear about your experience and completely understand your frustration. According to our records, your refund request was submitted on Feb 23, and I responded the same day, offering to investigate the issue and identify the root cause. In that message, I also sent a collaborator access request so we could review your store more thoroughly. The email was opened, but we didn’t receive a reply. I followed up again on Feb 24, which was also viewed, though we unfortunately didn’t hear back. At the moment, I can see that the Transcy app is still installed on your store. I just wanted to check if you’re open to continuing with us, I’d be more than happy to personally assist in resolving the issue and ensuring everything works as expected. If you’d prefer not to continue using the app, we can absolutely review your case and consider a refund for the remaining unused period We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Best regards, Saha Transcy by FireGroup Technology

Thank you! Glad the app has been easy to use and our team could be there when you needed them. -The Transcy Team-

Hi there, This is Ethan. Thanks for your feedback, we’re really sorry to hear about your experience. We noticed that you haven’t reached out to our team regarding the token pricing concern yet, so we didn’t have a chance to look into this for you in detail. We’d truly appreciate the opportunity to help clarify and resolve the issue. From what we can see, the app was reinstalled on March 29 and the Continental plan was selected, then uninstalled again on March 30. It’s possible that your trial period had already ended at that point, so selecting the plan may have triggered a charge. Here’s how we can help: - Could you please reinstall the app again? We’ll personally assist you in reviewing the setup and ensure everything works as expected. - We’ll also work with you to find a fair and suitable resolution regarding pricing and usage. - If you were charged for the Continental plan, please let us know, we’re more than happy to review and support a refund if applicable. We’re here to make this right for you, so please don’t hesitate to reach out. Looking forward to your reply! Best regards, Ethan Transcy by FireGroup Technology

Thank you for the wonderful review! We're glad Transcy has been easy to use and that our support team could help quickly. Your recommendation means a lot to us. To your global success, -The Transcy Team-

Hi there, This is Ben. Thank you for sharing your feedback. I truly understand how frustrating this experience must have been, especially when it comes to pricing and features not working as expected. Regarding the pricing concern, I completely understand your disappointment. We recognize that the recent update to our pricing plans may have caused confusion, particularly when it feels different from what you initially signed up for. Please accept our sincerest apologies for how this transition has impacted you. We genuinely value your trust and long-term support, and we are committed to making this right for you. You also mentioned that the banner content is not updating automatically across languages. This is definitely not the experience we want you to have, and we take this issue very seriously. Our team would like to investigate this further and resolve it for you as a top priority. We truly appreciate your patience and the opportunity to assist you. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Looking forward to hearing from you. Best regards, Ben Transcy by FireGroup Technology

Hi there, This is Ben. I'm truly sorry to hear about that and understand how frustrating unexpected billing can be. Regarding your concerns, as follows: 1. Our pricing was updated on Sep 4, 2025 and applied to all users. Notifications were sent via email and in-app, though they may have been missed. 2. On Jan 26, 2026, your store upgraded to the Cross-border plan with extra resources, adding about $189. Please note that only the store owner can approve charges via Shopify, not Transcy. 3. On Mar 15, 2026, the plan was downgraded to Continental, and Shopify will automatically prorate the unused amount. 4. If anything is unclear, I’m happy to clarify further. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Hope to hear from you soon Best regards, Ben Transcy by FireGroup Technology

Hi there, This is Jocelyn from Transcy. Thank you so much for your generous review. We're happy you had a fantastic time with us! Thanks for your trust, we're thankful for an amazing customer like you. In case you do not know, our OneCommerce blog has been a great source for merchants in e-commerce market, and we are proud that we are contributing our effort to make our visitors knowledge deeper, so do not hesitate to give it a try at https://onecommerce.io/blog/ If there's anything else we can do to help, please let us know via our live chat or email us at support@transcy.io Regards, Jocelyn Transcy by OneCommerce

Hi there, This is Brian. We’re truly sorry to hear about your experience. That sounds incredibly frustrating, and we completely understand why you felt the need to uninstall the app. However, we also noticed that we haven’t received any recent report from you regarding this specific issue. The last time you contacted us was on January 25, 2026. After that, our team followed up multiple times to continue supporting you, but we didn’t hear back from you. Because of that, we didn’t have the chance to investigate or prevent the issue you’re experiencing now. We genuinely wish we had been given the opportunity to step in earlier and assist you before things escalated. If you’re open to it, we would really appreciate another chance to help. We’ll prioritize your case and work with you step by step until everything is back to normal. Looking forward to hearing from you. Best regards, Brian Transcy by FireGroup Technology

Hi there, I’m Brian. I personally apologize for your experience, and I understand how frustrating this must feel. Please rest assured that we are committed to handling your case fairly, including providing a reasonable refund if applicable. However, before proceeding, we’d really like the opportunity to investigate the issue and fix the root cause, as the app should be working properly for your store. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Looking forward to hearing from you soon Best Regards Brian Transcy by FireGroup Technology

Hi, Here's Aiden. I’m truly sorry to hear that your experience with our app hasn’t been a positive one, and I apologize for any inconvenience or frustration caused. We’d really value the chance to improve your experience. Please consider reinstalling the app and let us have a final chance to support you with the highest priority If there’s any part of the setup that feels unclear, please let us know. We'd be glad to guide you step by step and make the process as smooth as possible. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Looking forward to hearing from you Regards, Aiden Transcy by OneCommerce

Hi there, Here's Liam. First of all, thank you for being with Transcy for more than a year. We truly appreciate your long-term support, and we’re very sorry to hear about the frustrating experience you’ve had recently. Regarding the point about AI replacing human support, I’d like to clarify that our human support team has not been replaced. When starting a new chat, you may first interact with our AI assistant as an initial support layer to help handle common questions more quickly. Whenever the AI cannot resolve an issue, the conversation is escalated to a human support specialist who will continue assisting you. That said, we fully understand the AI still has limitations and we’re continuously working to improve it. We also noticed that one of our team members is already assisting you via email/chat. Please feel free to continue working with them and let us know if you need any further support. We truly appreciate your patience while our team investigates the issue. Regards, Liam Transcy by OneCommerce

Hi there, This is Kieran from Transcy. We are glad that you have had a great experience with our support when using Transcy. Thank you for using and trusting us. Last but not least, we really encourage you to check our blog at https://onecommerce.io/blog/ for latest news regarding not only Transcy, but also other apps from OneCommerce as well as updating more e-commerce tips to your business. If you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at support@fireapps.io Regards, Kieran Transcy by OneCommerce

Thank you for the kind words! We'll make sure Anna knows she made a difference. We're always here whenever you need us. -The Transcy Team-

Hi there, This is Cris. We’re truly sorry to hear about your experience and understand how frustrating this must have been. Regarding the translation quality and glossary rules, Transcy processes content through the selected provider (such as DeepL), but glossary behavior and partial translations can be affected by sync status, cache, or rule configuration. That said, this is not the experience we aim to deliver. We take your feedback about bugs, UI, and support quality very seriously. If you’re open to it, we’d appreciate the opportunity to review your specific case in detail and identify exactly what went wrong. We’re committed to investigating thoroughly and providing a proper resolution rather than leaving things unresolved. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Best regards, Cris Transcy by FireGroup Technology

Hi there, This is Brian, and we sincerely apologize for the frustration caused. Regarding your issues, as follows: Hreflang: Shopify automatically generates hreflang tags. Transcy focuses on translating content to work within Shopify’s SEO structure, we do not override its core hreflang system. Ghost code / 404 errors: We’re unable to identify the issue based on the current details. Please reinstall the app and share specific URLs or reports so we can reproduce and investigate properly. Cleanup tool: When the app is fully uninstalled, injected code is designed to be removed automatically. If any leftover code remains, please contact us and we’ll review and clean it up. Shopify Markets & SEO: Transcy supports multilingual content management, but search rankings depend on many external factors beyond our control. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Looking forward to your reply. Best regards, Brian Transcy by FireGroup Technology

Hi there, This is Ben. We’re very sorry to hear about any inconvenience it may have caused. That’s certainly not the standard we strive for. We haven’t received any prior support requests from you, and we would truly appreciate the opportunity to look into this and resolve it. Could you please try reinstalling the app to see if the issue improves? We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support. Looking forward to your reply. Best regards, Ben Transcy by FireGroup Technology

Hi there, This is Saha. We’re truly sorry for your 1-star experience and any frustration it may have caused. That’s definitely not the experience we aim to deliver. We couldn’t find any support request from you yet and would really appreciate the chance to investigate and make things right. Could you please try reinstalling the app? We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Hope to hear from you soon Best Regards Saha Transcy by FireGroup Technology

Thank you for the wonderful review and recommendation! We're glad Transcy has been smooth to set up and that our support team could help along the way. Wishing you great success as you expand your store globally. -The Transcy Team-

Thank you! We'll pass your kind words along to Raymond. Glad he could help. -The Transcy Team-

Hi, I’m Brian. We sincerely apologize for the bugs and loading issues you’ve experienced. I understand how frustrating this must be, especially when it impacts your store’s operations. I noticed you haven’t reached out to our support team yet. We’d truly love the chance to assist you directly. Could you please try reinstalling the app? I also see you’re still in your trial period. If needed, I’m happy to extend it after we fix the issue so you can fully experience Transcy without any pressure. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Looking forward to resolving this for you. Best Regards Brian Transcy by FireGroup Technology

Hi there, Here's Oriana from Transcy. Thank you so much for your awesome comments, we're really happy to know that you love our app & support. In addition, using Transcy combined with general knowledge about e-commerce market via our OneCommerce blogs at https://onecommerce.io/blog/ which might be helpful for your business Please, don't hesitate to reach us for any queries or concerns via our live chat or email us at support@transcy.io Regards, Oriana Transcy by OneCommerce

Merci beaucoup ! Nous sommes ravis que Transcy ait répondu à vos attentes. -L'équipe Transcy-

Hi This is Kane. We’re truly sorry to hear about your disappointing experience and appreciate you taking the time to share this feedback. We understand your concerns regarding the price-performance balance and the translation results. Our app is built for merchants who need advanced automation and scalability, but we acknowledge that it may not meet every store’s expectations in all scenarios. Regarding customer support, we sincerely apologize if you felt unsupported. While our AI chat is designed to provide quick assistance, we do have a human support team available. A member of our team is currently reaching out to you directly via email to better understand your situation and provide personalized assistance. We genuinely value your feedback and would welcome the opportunity to review your case in detail and see how we can help resolve the issues you encountered. Best Regards Kane Transcy by FireGroup Technology

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

Thank you! Glad our team could resolve things quickly for you. We're always here if you need us. -The Transcy Team-

Hi sir, This is Kane We’re sorry to hear about your experience. At the moment, we’re not entirely sure what you mean by “not working on Mac.” Could you please share more details about the issue you encountered so our team can better understand and assist you? We’d be happy to look into this and help resolve it as soon as possible. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Kane Transcy by FireGroup Technology

Hi there, This is Brian. We truly understand how frustrating it is to encounter pricing and localization issues, especially when accuracy is critical for international markets. We sincerely apologize for the inconvenience these problems caused you. Regarding the issues you mentioned: The incorrect currency display and missing price separators have now been fully fixed. We’re especially sorry that our support response time felt slow from your perspective. Even though our team did respond as quickly as possible, we understand that when issues impact your business, any delay can feel frustrating. Your experience is important to us, and we’re continuously improving both our support process and communication. We genuinely appreciate users like you who report issues, as this helps us make Transcy more stable and reliable for everyone. If you’re open to it, we’d be happy to assist you further and ensure everything is now working as expected on your store. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best regards, Brian Transcy by FireGroup Technology

Hi there, I'm Bellamy from Transcy. We would like to thank you for such a wonderful review of you. Your feedback really means a lot to our Transcy team and we have been trying our best to develop and improve Transcy to serve you and meet your demand. At the same time, your business would be more than successful, if you spend your time to take a look our blog at https://onecommerce.io/blog/ for for latest news regarding not only Transcy, but also other our OneCommerce applications and e-commerce tips. Our Support Team is always available so please do not hesitate to let us know if you need any help via live chat or email us at support@transcy.io Regards, Bellamy Transcy by OneCommerce

Hi sir, This is Mary from Transcy. We sincerely apologize for the inconvenience you’ve experienced. Regarding the new pricing issue along with the function app, one of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support — we’re more than happy to assist. Thank you for your time and understanding. Best regards, Mary Transcy by FireGroup Technology

Hi there, This is Ben, and we sincerely apologize for any inconvenience or frustration this may have caused. Our goal is to provide a reliable tool for your business, and we've clearly fallen short in your case. We looked for any support requests from you to investigate the issue, but it seems we haven't heard from you yet. We are eager to understand what happened and resolve it for you. Sometimes, temporary glitches can be cleared up with a fresh start. We would appreciate it if you could try reinstalling the app to see if this resolves the issue. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Hope to hear from you soon Best Regards Ben Transcy by FireGroup Technology

Hi there, This is Brian from Transcy. We’re sorry to hear about your frustration and would like to clarify several important points for transparency and fairness to other merchants. - Regarding the claim that the app “stopped working for over 7 months”: Our records show that you first contacted us about this issue approximately 9 months ago. Our support team replied multiple times (on 19 April, 2 May, 9 May, and 16 May) with investigation results and clear instructions to resolve the issue. Unfortunately, we did not receive any response, which prevented us from proceeding with the fix. - Regarding SEO ranking concerns: Transcy is primarily a translation app, designed to help merchants localize content and also SEO elements (such as meta titles, meta descriptions, and URLs) across multiple languages. SEO performance, however, depends on many external factors beyond any single app, including Google algorithm updates, site structure, content quality, backlinks, competitors’ activities, and overall store performance. Without concrete data or continued collaboration, it is not possible to conclude that a drop in SEO ranking was caused by the app alone. - Regarding billing and the refund request: Like all Shopify apps, subscriptions are billed automatically as long as the app remains installed and active on the store, regardless of usage or ticket status. Since the app remained installed during this period, charges continued according to Shopify’s billing rule - Regarding app functionality: While admin access currently requires approval of a new pricing plan, the app itself has continued running on your storefront, and the language switcher has remained visible and active. We also informed all merchants about our new pricing plans well in advance via email and in-app notifications, though it’s possible these messages were missed. Despite the above, we still offered special launch pricing as a gesture of goodwill for being a long-term customer. Our team remains available should you wish to resolve this constructively. One of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support, we’re more than happy to assist Best regards, Brian Transcy by FireGroup Technology

Hi sir, This is Brian from Transcy. We sincerely apologize for the inconvenience you’ve experienced. Regarding the new pricing issue, one of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support — we’re more than happy to assist. Thank you for your time and understanding. Best regards, Brian Transcy by FireGroup Technology

Hi there, My name's Selina from Transcy and we're deeply sorry for any inconvenience causing to your experience - We understand your frustration with the translation quality and the differences you've noticed. Transcy relies on the Google Translate API, which can sometimes produce results that vary from the public Google Translate interface due to ongoing system adjustments within Google. We regret any inconvenience this has caused." - For DeepL concern, we're wondering you misunderstood in choosing DeepL plan. To have integration with our app, you need to choose DeepL API plan, I have seen one of my colleagues is reaching out to give the clear explanation, please let them know if you need further support Regards, Selina Transcy by OneCommerce

Hi sir, This is Ben, and I am truly sorry for the frustration you’ve experienced. I completely understand how disappointing it is to invest time and money only to feel like things aren’t working as expected. Especially after multiple attempts and being patient throughout — that’s not the experience we want for you. I can see that our support team is actively assisting you and has already begun providing relevant solutions to address the auto-translation issue you mentioned. We’ll continue working closely with you to pinpoint what went wrong and make sure you can use the app as intended. Thank you again for your patience. We’re committed to getting this resolved for you. Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Brian, and we apologize for the trouble you've been experiencing. Regarding your issue, there's a misunderstanding: our app was not authorized to edit anything in your original language. We support the target languages. Based on your case, we're wondering whether, after the update, choosing a new pricing plan would cause your current number of languages to reach the limit, resulting in the target languages being unpublished in the app. If that's the case, please go to the language settings to publish them again We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Brian Transcy by FireGroup Technology

Hi sir, This is Ethan, and we apologize for the trouble you've been experiencing. 1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved. 2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent. That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality. Best Regards Ethan Transcy by FireGroup Technology

Hi Wendy, This is Kieran from Transcy. We are glad that you have had a great experience with our support when using Transcy. Thank you for using and trusting us. Last but not least, we really encourage you to check our blog at https://onecommerce.io/blog/ for latest news regarding not only Transcy, but also other apps from OneCommerce as well as updating more e-commerce tips to your business. If you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at support@fireapps.io Regards, Kieran Transcy by OneCommerce

Hi there, My name's Selina from Transcy. We really appreciate your feedback and comment about your experience when using Transcy and loving our support. We completely understand that costs are a big part of every merchant's decision of which apps to use, but we are confident that our app will provide a great return on investment. Also, I would be more than happy to make your business more and more increasingly if you spend your precious time to visit our blog at https://onecommerce.io/blog/ for the latest news regarding not only Transcy, but also other OneCommerce applications and e-commerce tips. If you need any further assistance, please let us know via our live chat or email us at support@transcy.io Regards, Selina Transcy by OneCommerce

Hi there, This is Patrick from Transcy. Thank you so much for your kind words. We really appreciate you taking the time out to share your experience with us. We count ourselves lucky for Transcy users like you. Along with Transcy, we extremely advise you to check our OneCommerce blog at https://onecommerce.io/blog/ which has been a great source for merchants in e-commerce market. If you have any questions or need help, feel free to contact us at any time via our live chat or email us at support@transcy.io Regards, Patrick Transcy by OneCommerce

Hi Patrick, This is Shirina from Transcy. Thank you so much for your kind words. We really appreciate you taking the time out to share your experience with us. We count ourselves lucky for Transcy users like you. Along with Transcy, we extremely advise you to check our OneCommerce blog at https://onecommerce.io/blog/ which has been a great source for merchants in e-commerce market. If you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at support@fireapps.io Regards, Shirina Transcy by OneCommerce

Hi there, I'm Mirabel from Transcy. It sounds like you had a good time with us. Thanks for taking the time to share your feedback with Transcy. I'm glad we were able to meet your expectations! Furthermore we really care how your business is in e-commerce market, so we highly recommend you to take time to visit our blogs at https://onecommerce.io/blog/ for latest news regarding not only Transcy, but also other apps from OneCommerce which might be helpful for your business. If you have any questions or need help, feel free to contact us at any time via our 24/7 live chat or email us at support@fireapps.io Best Regards Mirabel Transcy by OneCommerce

Hi Ulrik, I'm Jonathan. Thanks for your positive review. We hope you have a good experience with our support team and Transcy app. For your feedback, we seriously noted this point for concern team to take it into consideration, thanks Additionally, please spend your precious time to visit our blogs at https://fireapps.io/blog in relation to e-commerce knowledge as well as the latest news of Transcy. If you have any questions or concerns, please feel free to contact us via our 24/7 live chat or email us at support@fireapps.io, we are always willing to help you! Best Regards Jonathan Transcy - Translate Language and Convert Currency

Hi sir, This is Ben, and we apologize for the trouble you've been experiencing. Thank you for sharing your experience. We understand your concerns and want to address them directly. During your 7-day trial, our team actively supported you with detailed guidance and step-by-step instructions to resolve your issues. Our support model focuses on empowering users to apply solutions with our guidance, ensuring you maintain full control of your store. Some troubleshooting steps may not have been fully followed, which can affect resolution. We also noticed requests for us to make changes directly in your store. For security and policy reasons, our team provides guidance and troubleshooting, but cannot execute changes on behalf of users. This is a standard SaaS practice to protect your store’s integrity. Regarding your note about lost money and time, our records confirm you were on a free trial and were never charged. Our intention is always to support your success, not to cause inconvenience. We’re sorry we couldn’t meet your expectations this time and truly appreciate your feedback—it helps us improve We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Shiro, and we apologize for the trouble you've been experiencing. It’s not entirely clear why you mentioned the “worst customer service,” as in our private chat box we clearly addressed your previous inquiries. Could you please confirm if you had a chance to see our message sent on October 31? We’d be happy to clarify anything that might have been missed. We’d also like to take this opportunity to share some context regarding the recent pricing adjustment. Since March 2023, for over two years, our team has been working tirelessly to enhance the app with substantial improvements and new features. These updates have significantly boosted performance, added advanced translation and localization tools, and helped many businesses expand their global reach more effectively. We’d really appreciate it if you could revisit our message or reach out again — we’re more than happy to assist and clarify everything for you. Best Regards Shiro Transcy by FireGroup Technology

Hi sir, This is Saha, and we apologize for the trouble you've been experiencing. 1. Regarding the SKU issue on Oct 28, we confirm that we did not edit or change your source code — we only removed the variant’s translation in Transcy 2. For the banner issue, as one of my colleagues explained, our app only translates content from the default language and doesn’t support customizing images per market. That’s why the Dutch banner image wasn’t changed — we didn’t modify anything on your end. 3. About the image switching feature, could you please share a screenshot and storefront link showing how it worked before? This will help us investigate and clarify the cause more accurately. Thank you for your patience and understanding. Best Regards Saha Transcy by FireGroup Technology

Hi there, This is Kieran, and we apologize for the trouble you've been experiencing. The pricing update was not a decision made lightly. We notified all customers via email and on our Price List in early September 2025. Over the past two years, we’ve continuously invested in improving the app — adding new features, enhancing performance, and expanding translation and localization capabilities. These updates come with significant development costs, and the price adjustment helps us sustain and grow these efforts. We genuinely value your support and would be happy to discuss your case further We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support. Best Regards Kieran Transcy by FireGroup Technology