Swan Auto

Hi, we reached out in multiple ways to try to support your issue that was caused by another app and not by Opinew, unfortunately in this case you reached out to Shopify support for clarity and they gave you some terrible misinformation claiming that Opinew was causing the issue when it wasn't! We have screenshots from yourself to the Shopify support agent which shows the lack of product knowledge from that support agent. Here is a summary of the conversation: Danielle (Shopify Support Agent): "Opinew is also for retargeting, when did you activate this is seems like they are not properly cascading the abandoned checkout emails" Your response: "I installed it Thursday same as Reputon eBay importer." Danielle: "Okay no worries will have to contact the app developer directly to rectify the emails for the abandoned checkout" This is false. Opinew isn't for retargeting nor does the core app have anything to do with abandoned checkout emails. Opinew had no code on your checkout page so it was impossible that it was causing your errors. It's worth noting that we never received communication from Shopify about this case. Of course this was escalated to Shopify Partner support immediately for giving you false information. The service we subsequently received as a business from Shopify was unacceptable. Although the agent understood the situation and admitted how frustrating it must be. He confirmed that Shopify would not be issuing an apology to you as the merchant or us as the app. This is frustrating on many levels as it has left us with a loss of a valued customer, an unwarranted 1-star review and also left you with an unsolved issue not caused by Opinew. We are sorry this has been a negative experience for you. We did our best to get Shopify to reach out to you with proof and with help to rectify their mistake. It's a shame their service to both you and us was so poor. We wish you the best for the future. - Opinew Customer Success Team

Hi there, Tatiana from AdRoll's Customer Support team here. I'm sorry to hear that you're experiencing a drop in sales and suspect it may be related to our platform. I understand how concerning this can be, and I'm here to assist you in investigating and resolving the issue. I see our Supervisor is already in contact with you about your concerns. We have started investigating this to know what exactly the issue is as this seems to be pretty unusual. Please note, we take these matters seriously and want to ensure we understand the issue fully. You may be required to provide us with more details and answer a few questions so we can check it thoroughly and share the right solution. Please stay in touch with us and provide requested details. This will enable us to work towards resolving it and improving your overall experience with us. Thank you for your cooperation, and we appreciate your patience as we work towards a solution. Cheers!

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