Atlas: KI‑Shop‑Builder

Hi,

I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.

I completely understand how frustrating it is to see a charge you weren't expecting, especially after taking the steps to cancel. I want to be transparent about what happened: the free trial on Atlas is 7 days rather than 30, so Shopify processed the subscription charge once the trial ended, before the app was uninstalled. I can see how easy that is to mix up, and it's on us to make the trial length clearer from the start.

That said, I don't want you leaving with this experience. I've sent you an email directly, and I'll be happy to get this resolved for you. Since the app is uninstalled, your subscription is fully cancelled and no further charges will be made.

You're also right that support should be easier to find. If you don't see my email, you can reach me at eddie@helloatlas.io and I'll handle it personally.

You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.

Best Regards,
Eddie

Hey there,

I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.

I'm sorry this is how your first few days have gone. If the customization isn't doing what you expected it to, I'd love to help guide you through it personally.

Having to go searching for a way to reach us isn't okay, and we do try to make our support line easy to find. There's a chat inside the Atlas app where our AI can help with troubleshooting right away, our agents are online throughout the day on weekdays, and our email coverage runs 7 days a week.

I've gone ahead and emailed you directly so we can pick this up right away. If you can tell me which parts you were trying to change, I'll take a look and either get it working the way you wanted or make things right on our end. You can just reply to that email, or reach me at eddie@helloatlas.io.

You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.

Best Regards,
Eddie

Hi Zoila,

I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.

Your message arrived at a time when our team wasn't available, so it hadn't reached anyone yet when you wrote this. I'm sorry that left you stuck without anyone to talk to.

You should already have two emails from us, one from our support address and one from me directly. Reply to whichever one is easier and I'll personally help you get everything fixed, whether you'd prefer that I guide you through it or simply take care of it for you. You're also welcome to reach me at eddie@helloatlas.io.

You have my direct attention on this, and I'd really appreciate the chance to make it right for you.

Best Regards,
Eddie