Upsell & Cross Sell — Selleasy Delisted

We’d like to clarify the timeline regarding your account. The $9 usage charge was generated on Aug 17 after your store exceeded the free tier order threshold, at which point the app was actively installed. Because the charge was initiated before the app was uninstalled on Aug 23, Shopify's billing system processed the standard invoice for that cycle on Aug 31. We have also emailed you in detail regarding this, and we hope we can resolve this misunderstanding.

We understand your concern completely. Our support team is available on live chat, Zoom, and email. Our free support can help you to set up the app completely. We have also reached out to you via email. Hope we can connect soon and resolve this.

We apologize for this unfortunate situation. We’ve looked into your case and have a clear path to resolve this. We identified a conflict caused by a recent third-party app update in the store, and our technical team has a fix ready to deploy. Regarding the chat issues, we confirmed our support platform experienced downtime during your session, which prevented us from assisting you properly in real-time. We have sent you an email with the details to get this fixed. We value your partnership since 2022 immensely and hope to get everything back on track for you immediately.

We’re really sorry to hear about your experience as that’s not the level of support we aim to provide. Our team did spend time trying to reproduce the issue, but faced limitations accessing the checkout due to regional restrictions and product availability errors. Before we could proceed further, we were informed that the reported issue was resolved on your end. We’d still love to help ensure everything is working perfectly. Please feel free to reach out again. We’re happy to jump on a call anytime.

We couldn’t find any prior support request from your end, so we’re unsure what went wrong. We noticed your Product Add-on (List) campaign is currently disabled, which might be related to the issue. We’d really appreciate it if you could respond to our email with more details. We’re happy to take a closer look and help to resolve this quickly. Looking forward to connecting with you.

Thank you for your feedback, and we’re sorry to hear about the difficulty you experienced while trying to contact us. We’ve checked all our support channels but couldn’t find any record of your message. We definitely want to help resolve your concern. Could you please reach out to us at connect@logbase.io or connect with us through our support widget in the app? You can also schedule a quick Zoom call here so we can assist you immediately: https://calendly.com/logbase/shopify-setup We’re committed to making this right and appreciate your patience.

We would like to clarify that you installed our app on September 20, 2024. For the initial two months, since your total monthly orders were only between 51-500, you only paid 8.99 USD. Since your store processes more than 500 monthly orders, you have been billed at 16.99 USD/month since December 2024. So you have been paying 16.99 USD per month for almost a year now. The 19 USD plan applies only to new stores installing the app now. As previously explained during our chat, your maximum monthly charge will always remain 16.99 USD. We hope this clears things up for you.

"Update: We would like to clarify that we contacted your support first (only once, where the conversation lasted about two minutes) to get to know the right person we could contact so that we can help further. It was your support team that provided the email ID and asked us to send an email there. We sent only three emails in the last 48 hours, one of which was an automated uninstall feedback email. At no point did we request or “beg” for the review to be removed in chat or in email. Our intention was simply to inform you that we were available to assist with any issues related to the app. We also have complete screenshots of the chat conversation of your support team with us. Regarding the app’s pricing, the server load on our end depends on your website traffic since our scripts are served to every visitor on your store. The charges are minimal and are based solely on the number of orders placed—this is the basic running cost required for the app, which is a common pricing strategy for any upsell app, of which you are completely unaware. Yet we understand that not everyone will be comfortable with this pricing strategy, and we respect that. This has been clearly explained both on the App Store listing and in the subscription screen during installation. You were never charged since the app was installed in your store for only 3 days out of the 30-day free trial. We never altered the number of times we contacted you. Just as a store merchant has the right to leave or edit a review as many times as they wish, we, as the app developers, also have the right to update our reply—especially when the allegations made are not true. Given the inaccurate statements made, we have now reported this to Shopify with proofs for further review of the rating’s validity and intention." We regret any inconvenience caused. This usually happens due to a theme update, products being out of stock, a product URL/handle change, or a third-party app conflict. We could have checked and fixed this for you in minutes through our live chat or Zoom support. We have also reached out to you via email now. We hope we can connect soon so we can resolve this quickly for you.

It’s unfortunate that you’re facing this issue. However, our app cannot affect your existing products once it’s uninstalled. The issue appears to be related to your Shopify settings, as some products in your store are not active. Please check the product status and ensure that “Online Store” is included under available sales channels. If you need further assistance, we’ve reached out via email. Kindly reply so we can connect on a Zoom call to review your Shopify settings together.

Shopify classifies apps into two categories: “Free plan available” and “Free to install.” As you must have seen on the app store page, our app falls under the “Free to install” category. We would like to clarify that our app’s plan is usage-based, where charges depend on your store’s monthly order volume, i.e, free for up to 50 orders, then tiered up to $24.99 for 1000+ orders, which are automatically charged each month. Since there’s no permanent free (recurring) plan, Shopify will require you to start the free trial. These details are clearly mentioned on our app store page. We have also reached out to you via email, explaining this in detail. Hope we get to connect soon and resolve this misunderstanding.

We regret any inconvenience caused, but we would like to better understand the issue regarding the price. Also, on a product page, the same item cannot appear as both the main and offer product in the Frequently Bought Together bundle. We have also reached out to you via email explaining this in detail. We hope to connect with you soon and resolve this.

Our pricing details are clearly mentioned both on the Shopify App Store and during the app installation process. Please note that billing is managed entirely by Shopify, and neither Shopify nor we can detect whether you're actively using the app. As a result, charges are applied based on your store’s total monthly orders. Our app's pricing is tied to total store orders because we incur server costs whenever a customer visits your store—Shopify loads our script on every page by default. These ongoing operational costs are necessary to keep the app running smoothly. This pricing approach is consistent with other upsell/cross-sell apps on Shopify, and you're welcome to compare them. As a friendly suggestion, we recommend uninstalling any unused apps from your store to prevent unintended billing. This applies to all third-party apps on the Shopify platform.

We understand there may be some confusion regarding our pricing. Our app is free only if the total store orders are below 50 in a month. This is clearly mentioned in our pricing details. When any customer visits your online store, our app incurs server costs regardless of conversions. So, charges apply based on total store orders, not sales through the app. If you need any clarification, feel free to reach out. We have also emailed you with detailed information.

We see that there has been a misunderstanding. We do not charge $6.99 for every 100 orders in a billing cycle. The maximum our app can charge in a billing cycle (30 days) for your store is only $12.99. Since you had tried our app on November 21, 2022, our app charges only $6.99 for 101–600 orders or $12.99 for 600+ orders in a billing cycle. The two $6.99 charges are for two different billing cycles. November 5, 2024 – December 4, 2024 In this cycle, the 101st order was received in the store on December 3, and so a $6.99 charge was initiated. December 5, 2024 – January 3, 2025 In this cycle, the 101st order was received in the store on December 10, and so a $6.99 charge was initiated. Shopify collected these two initiated charges for two billing cycles on January 1, 2025. The charges are exactly what has been advertised, which you can verify in the Help section of our app. Even if you receive 499 orders in a billing cycle, the charge would still be only $6.99. We have reached out to you via email with more detailed information. Hope we can resolve this sooner.

We regret any inconvenience caused. Previously, we identified that the issue was caused by custom field validation on your store's cart page. While our cart add-on pop-up triggers the validation after clicking "Continue," it caused the checkout flow to be stuck. The fix we applied was for all offers in the store and was tested on multiple devices. If the problem persists, we kindly request you to reinstall the app and contact us with the app in a disabled state for further investigation. Changes to the theme or products may have impacted the previous fix. We have also sent you a detailed email. We hope to get a chance to resolve this sooner.

We would like to clarify that we have already fixed the iPhone issue, and an email notification was sent on July 9. We have now sent you another email as well. We kindly request that you check your spam folders. The email has been sent from connect@logbase.io. We hope we can resolve this confusion, as the issue has been fixed and notified. Please feel free to reach out if you have any further queries.

We regret the inconvenience caused. We believe the issue might be related to the browser cache. A more detailed explanation from you would help us investigate this on our end. We have also sent you a brief email. We hope we can connect and resolve this if you decide to try our app again.

We apologize for any confusion during the chat conversation. Due to high support traffic, our responses may not have been as clear as intended. Our pricing model is based on total store orders, and we strive to keep this information as transparent as possible everywhere. We are continuously working to improve our customer support and app experience. Hope we get to serve you in the future.

We would like to let you know that there has been a misunderstanding here since for any store the date we initiate the charge on our end and the date on which Shopify obtains the billed amount from you will vastly differ. We have explained this in detail along with exact billing cycle dates and the respective charges for them in the email. Also as a gesture of goodwill, we have refunded the extra amount of $7.99 even though it was charged for the Oct 19 - Nov 17 billing cycle and the app was uninstalled only on Dec 6. We trust our email clarifies Shopify's billing process and resolves any confusion. If there are any further queries, please feel free to reach out to us anytime.

It's unfortunate to see that we received this 1 star review because you did not like our pricing model. It's sad that your did not even try the app, as you did not want to accept the app's tiered pricing in the first place. 1) Our tiered pricing is similar to many other apps on Shopify, the app does not abruptly stop working once you hit the tier, instead based on the usage the tier charges are applied. This is conveyed in the first step after our app installation and hence we don't hide anything. 2) We do transparently communicate that we consider order count across all channels (mentioned in app listing, and during app subscription). We have also displayed the explanation before the subscription step. To clarify again, our app running costs are proportional to the order volume, as we also have post purchase upsells, order status page upsells and also by default upsell apps have to listen to all orders for functionality. Finally, we do not accept we are a joke. We are a serious and a responsible company. We serve 30,000+ Shopify stores across all our apps and put our heart and soul to make sure we run reliably and provide the best service. Our team works day and night in shifts for the ensuring the best service to Shopify merchants. But we do understand you do not like our pricing model, and we totally respect your preference. However, our pricing model works for us and all our existing customers and obviously we cannot change it to suit everyone. We think in the heat of the moment, you got frustrated and you left us this review. We can understand your situation. We still hope at some point of time in your e-com journey, we might serve with one of our apps to your satisfaction. If you ever realized that our pricing model is not uncommon or unfair, please do revisit this review. Still we think an app does not deserve the worst rating because of their pricing model (which is also a common one). Still, thank you for trying our app and letting us know your thoughts. Regards, Abishek Cofounder, Selleasy.

We are sorry that you had an issue. We are checking what caused the issue and we will be back with a resolution soon. Update (3hr since issue reported): We have identified the issue and the fix has been rolled out now. Root cause of the issue was outside our app as a data format that Shopify sends changed overnight for a few stores. We have adjusted our app to handle this. We request you to give us another chance. We have also emailed you regarding the same. Sorry again, and looking forward to serving you better.