Glasshop24

We’re really sorry to hear about your experience. It seems a few important points may not have been fully clear, and we apologize for any confusion. We’d like to take a moment to clarify: 1.⁠ ⁠Contact with our team – According to our records, your email was answered. When the annual plan was accidentally selected, we responded promptly to confirm which plan would be most suitable, to help avoid any overage charges. Unfortunately, we didn’t receive a reply. We’d definitely love to assist you as soon as possible. 2.⁠ ⁠Billing & pricing – Rep does not charge per conversation. The number of conversations cannot affect the price. Our pricing is based on website sessions, as explained on our Shopify listing and website. If anything about pricing still feels unclear, we’d be happy to walk you through it. 3.⁠ ⁠How Rep AI works – Rep doesn’t open chats with every visitor. Rep uses our proprietary AI “Rescue Algorithm” to identify shoppers who are about to leave without completing a purchase and provide them with helpful, contextual guidance. It’s similar to how a skilled salesperson in a store might notice a hesitant customer and step in to assist. This approach helps improve the shopping experience and increase conversions. To emphasize, the number of approaches does not impact billing. Apologies again for your experience - we are here to make things right, and have also reached out to you directly to make sure we provide any additional support you may need.

Thank you for the amazing feedback! 🤩 We're thrilled that Estimated Delivery Date ETA app is making a real impact on your customer satisfaction and conversions! It means a lot to hear that you find it a must-have tool — and our team is always here to support you quickly and efficiently. Let’s keep growing together! 🚀🛒💬

So happy we got there in the end for you B! Avraham Director of Customer Success ReConvert