Mergify: Combine, Merge Orders

Our shipping team used to be buried in work before we started using Mergify. Now everything runs smoothly, and our customers appreciate receiving a single package instead of several.

Update: Finally received some prompt support after leaving a review. I was told I had to fulfill the original orders to fix my inventory. Tell me, why is it that this is not the default setting? I read through all of your documentation and did not find anything that stated I needed to do this. I only found out about it after reading through reviews and finding that someone else was having this same problem and that I had to manually fulfill the original orders as well as the merged order. If this is the intended order of operations, then it needs to happen by default so that it doesn't confuse your customers.

Old Review: Whatever changes that have been made recently are causing inventory problems for me. The original orders are left with "Committed" inventory, while the merged order is fulfilled. I requested help but haven't received a confirmation that my help request was received or an email back. This app is messing up my shop.

The app will merge customer orders into a "test order", but if you offer a rewards program (like through Smile), additional points will be awarded for the test order. I reached out to Mergify through all channels and got no response. So I checked the box to set the test order subtotal to zero which solved the problem of additional points being awarded, but now all shipping fees are being refunded on the merged orders....so any merged order ships for free regardless of the total. This app is the best option for our business which has LOTS of multiple customer orders each month but it's far from a good solution.

I used this app last year with no problem to combine orders together. This year though, the merged orders are saying that I either owe the customer a refund or that they owe me. Now I'm afraid that when I fulfill an order that it's automatically refunding (which I owe no refunds on) and sending customers invoices for what they owe (although they owe nothing) because I've had a couple customers pay the fee. I've reached out for help and no one has answered my emails.

EDIT to change to 1 star because I've most definitely been in contact, 3 times actually and only got one reply from someone saying they were looking into it and nothing back. You need to work on your customer service!

Stopped working from one day to another, no one is working at the customer support team, scary to relay on such app...
update week later the issue, still not solved, customer service is almost not responding, it looks this app is not being managed, which is a pity as it is a must needed feature

Two issues with Mergify:

1. I decided to try the free plan, which promised ten free merges a month, as my business is quite small, of course with the intention/hopes of growing my business and funding a paid plan down the road. They changed, with no notice, to five total free merges. While that is their prerogative, I feel it's misleading to rope customers in and then change the terms so drastically.
2. The way Mergify merges orders is that it creates an entirely new order out of the merged orders. So if you are trying to merge to existing orders (let's say, order #1 and order #2) it creates an entirely new order, Order #3. When it does this, it leaves order #1 and order #2 marked as unfulfilled. Older orders should automatically be marked as fulfilled. I had a customer place two orders back to back through my linked Facebook shop, and I used Mergify to merge them, so the customer could save on shipping. It created a new, third order, as mentioned above. I fulfilled that new third order and the customer received. However, Facebook was still showing that Orders #1 and #2 were unfulfilled, and it wound up cancelling them and pulling funds from my account to refund the customer, even though I had proof that the customer had received her items. This is ridiculous. Trying to manage this is way more trouble than its worth.

Mergify created more problems for me than it solved so I can't recommend it.

App works well for us, however communication/customer service is absolutely horrendous. Twice now I've waited several days, I think a week one time, for a response or solution. I've emailed and I've used their chat on the app. Crickets.

Deceptive "Free" Plan is More Like a Limited Trial

I was initially drawn to the Mergify app based on its advertised free plan, promising 10 free merges per month. This seemed like a perfect amount that I'll ever need for my store.

However, I was extremely disappointed to discover that the free plan had been drastically reduced to a mere 5 total merges, with no prior notice whatsoever. This change renders the "free" plan practically useless for any newly launched store, as 5 merges are quickly exhausted during the initial setup and testing phase.

Here's why I'm leaving a 1-star review and uninstalling Mergify:

The initial free plan was a major factor in my decision to install the app. The sudden and unannounced change feels misleading and unfair. With only 5 total merges, it's impossible to properly evaluate the app's value within my store's workflow. Not receiving any notification about such a significant change to the free plan is poor customer service.

I cannot recommend the Mergify app and will be looking for a more transparent and reliable solution.

We used this app for only about 2 months and I want to say that the app is very good. Support is maybe a 4 out of 5 just for reaction time. Once in touch the support was quality.
We made a change to our order flow that eliminated the need for the merge but I can say that if I would have found this app sooner it would have saved me a lot of time and money.

Im leaving my previous review below because it might be helpful for those facing the same issues. Originally i thought the app was bad, but I've spoken with the team since then and they have clarified some of the issues. But never the less i think some work needs to be done to explain these issues to clients when they open the app. There should be some kind of explanation to everyone about these points.

Nevertheless, all the issues have been resolved and the app works well. The team IS helpful once you get a hold of them and they consistently reach out post-issue to make sure all is going well. Very much appreciated.

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Anyway, after the initial install, I tried my first merge! Exciting, looking forward to saving some time. Well, I decided to merge 5 orders. The system worked well, merged all orders created a NEW order for everything and archived previous orders. BUT IT RECHARGED MY CLIENT FOR ALL THE ORDERS AGAIN.... it was close to a 500$ Charge.

(DOES NOT RECHARGE CLIENTS - BUT ALSO DOES NOT IMPORT THE ORIGINAL TRANSACTION DATES INTO THE NEW TRANSACTION)