CWILL Popup Email Marketing

Hi Lady Ros,

This is Joey, Customer Success Manager from the CWILL team.

I’m genuinely sorry that this change has left you feeling that the trust you built with CWILL over the years has been lost. After using and supporting CWILL for such a long time, I completely understand why this feels like more than simply a pricing change.

As CWILL has grown, moving toward a paid model is an important step that allows us to continue investing in product development, infrastructure, and ongoing support. But that does not mean the long-term merchants who helped us grow matter any less to us.

We introduced a 30-day transition period rather than making the change take effect immediately, so their current setup could continue normally while they had time to consider the new plans and decide what made sense for them.

But at the same time, I understand that a transition period alone does not fully address the concern you raised. For a long-term user who has already built an established workflow around CWILL, what happens after that transition matters just as much.

Your feedback has made us reflect more carefully on how changes like this affect users who have been with us for years. After reviewing your account and how you’ve actually been using CWILL, I’ve personally reached out to you with a long-term solution that I hope better reflects your situation and the years you’ve spent with us.

We genuinely value the trust and support you’ve given CWILL over the years, and I’ll continue handling this personally. I sincerely hope we have the opportunity to rebuild that trust.

— Joey
Customer Success Manager
CWILL

Hi David,

Thank you for clarifying this. I also want to correct something in my previous reply.

I misunderstood your comment and took it as a reference to Shopify store access. That was not the point you were making. Your concern was about having relied on the same CWILL Popup workflow for a long time and then being faced with a pricing structure that no longer fit that existing use case.

I also understand the responses you received before you posting the review did not meaningfully addressed your situation at that stage. We should have recognized your long-term Popup-only use case earlier rather than continuing to point you toward the standard paid plans.

We were later able to arrange a long-term solution that better fits the way you use CWILL and I’m glad we got there. And I also understand why the timing of that solution, made you feel that your earlier concerns had not been taken seriously enough. That feedback is important, and it’s something we need to improve in how we identify and handle similar situations for long-term users earlier.

Thank you for calling this out clearly. I genuinely appreciate the time you’ve spent with CWILL and the fact that you were direct with us about where we fell short. I’m sorry our earlier handling left you feeling unheard.

I hope the solution we’ve now put in place, and the way we handle things from here, can help rebuild some of the trust that was lost. Thank you again for giving us the opportunity to do better.

Hi Fiona,

This is Joey, the customer manager from the SendWILL. I’ve personally reviewed your feedback and your previous conversation with our support team, and I’m sorry that the recent pricing change has left you disappointed.

I also wanted to clarify one point regarding the popup performance. After reviewing your store data, your current popup subscription conversion rate is 7.57%, which is well above the typical benchmark we see across stores. So while we completely understand that you may have expected different results, the popup itself has actually been performing strongly on your store.

At the same time, I understand that your main concern is really about the new pricing model — particularly because you mainly use SendWILL for the popup and joined us while the app was free. I understand why moving from free usage to a volume-based pricing model can feel frustrating in that situation.

I’m personally following up on your case with our product team to see what option may better fit the way you use SendWILL. I’ll also reach out to you directly from my work email, [joey.wen@cwill.com] to follow up with you regarding the available options.

We genuinely value your feedback and don’t want to simply dismiss your concern with a general pricing explanation.

Thank you for giving us the opportunity to look into this more carefully.

Hi there,

This is Joey, Customer Success Manager at SendWILL. I’m truly sorry to hear that the popup did not bring the results you expected, and I completely understand your frustration.

From our overall merchant data, more than 80% of stores using our popup see an email signup conversion rate around 3%–6%. However, the actual result can vary depending on traffic quality, popup timing, offer strength, design, and targeting settings.

In your case, 3 signups from 582 impressions is lower than the typical performance we usually see, and we’d be happy to help review your setup and suggest improvements.

Regarding pricing, the app is still currently available for free. If there are any future changes, we will make sure users are clearly informed in advance and supported through the transition.

Regarding pricing, we have started sending email notices from the end of June, and the paid plans are planned to be launched around mid-to-late July. Before any official plan change takes effect, we will continue to keep users informed and provide support during the transition.

If you’re open to it, feel free to contact me directly at joey.wen@cwill.com. I’ll personally help review your setup and see what our team can do to improve the signup performance for you.

Best reagards,
Joey
Customer Manager
SendWILL

Hi there,

This is Joey from the SendWILL team.

I wanted to personally follow up with you regarding the discount code issue you reported earlier.

First of all, I sincerely apologize again for the concern and inconvenience this issue caused. We fully understand that discount code control is very important for your store, especially when it may affect unexpected discounts or potential revenue loss. Thank you for pointing this out to us clearly.

Our development team has been treating this as a high-priority issue and has worked urgently on the optimization. The discount code logic has now been improved.

Going forward, each generated discount code will create its own independent discount rule. The updated logic is as follows:

1. Each discount code is now independent and will no longer share the same discount rule with other codes.
2. The discount name will directly display as the discount code itself, for example: SW1-D911ET97SK5C710HOVM0.
3. Each discount code will be bound to a specific customer.
4. Only the assigned customer will be able to use that discount code. Other customers will not be able to redeem it.

We truly appreciate your feedback, as it helped us identify and improve an important part of the discount code logic.

If this update addresses your concern, we would really appreciate it if you could consider updating your review based on the latest fix and our follow-up. Of course, if there is anything else you are still concerned about, please feel free to let me know directly. I will personally follow up and do my best to help.

Thank you again for your feedback and for giving us the opportunity to improve this properly.

Best regards,
Joey
SendWILL Team

您好，

我是 CWILL Popup Email 的客户经理 Joey。

我看到了您近期留下的评价，也特意重新查看了您之前与我们客服团队的沟通记录，并和团队一起核查了您店铺的购物车挽回自动化运行情况。

首先，真的很抱歉这次的产品使用和客服沟通给您带来了这么不好的体验。

在回看之前的沟通记录时，我确实发现，我们的专员在解释自动化触发条件时存在一些偏差，导致您对功能的实际运行逻辑产生了误解。

这里我想先向您澄清一点：购物车挽回自动化并不是只有订阅了邮件的用户才能触发。

正常情况下，只要访客满足您设置的购物车挽回条件，例如将商品加入购物车、经过指定的等待时间后仍未完成购买，并且我们能够获取到该访客的有效邮箱地址（例如访客登录过店铺账户，或者此前留下过邮箱信息），系统就可以根据您设置的规则触发相应的挽回邮件，并不要求访客必须通过 Popup 订阅。

关于您之前提到的，为什么店铺有 68 次加购行为，最终却只发送了 5 封挽回邮件，我们也重新检查了相关数据，想和您详细解释一下：

其中有 30 次加购已经完成了付款。 这些客户实际上已经完成购买，因此不会再触发购物车挽回邮件。

部分访客属于完全匿名的访问状态。 例如没有登录店铺，也没有留下过邮箱地址。在这种情况下，由于系统无法获取对应的邮箱信息，因此无法向他们发送挽回邮件。

另外还有部分访客在等待期间清空了购物车，或进入了后续结账流程。 这些行为也可能导致原本的购物车挽回条件不再成立，从而停止相应的邮件发送。

也就是说，并不是每一次加购都会对应产生一封挽回邮件。只有当访客符合您设置的触发条件、系统能够获取有效邮箱信息，并且在等待期间没有出现使其退出流程的行为时，邮件才会正常触发。

我们重新核查后确认，最终符合当前自动化触发及发送条件的共有 5 个，因此系统实际发送了 5 封挽回邮件。目前来看，您的自动化工作流本身是在正常运行的。

我理解，如果之前客服没有把这些逻辑解释清楚，而您看到的加购数据和实际发送数量又存在较大差距，确实很容易让您觉得是自动化触发条件出了问题。对于这一点，我们应该在您第一次咨询时就给出准确、清晰的解释，而不是让您反复沟通后仍然存在疑问。

当时接待您的专员加入团队不久，对部分自动化流程的理解还不够全面，加上跨语言沟通中可能存在理解偏差，最终给了您不准确的信息。这是我们在内部培训和服务质量把控上做得不够好的地方，不应该由您来承担这些沟通成本。

针对这次情况，我们已经对相关专员进行了进一步的培训和指导，也会加强团队对自动化触发逻辑的理解，避免类似的问题再次发生。

如果您还愿意再给我们一次机会，我也很希望能够亲自为您提供后续的支持。

如果您方便的话，我可以为您建立一个专属的服务沟通群，邀请我们的产品经理和研发同事一起加入。后续无论是自动化规则、功能使用，还是其他需要协助的问题，您都可以直接在群里提出，我们会尽可能及时地为您确认和处理，减少中间沟通带来的信息偏差。

当然，如果您觉得建群不方便，也完全没有关系。您可以直接和我联系，后续由我来跟进并协调相关团队，尽量避免再出现这次类似的情况。

我知道，一次不愉快的经历可能已经影响了您对 CWILL 的信任，也明白仅仅解释问题并不能完全弥补您之前的体验。但还是希望能够通过后续实际的服务和支持，让您重新感受到我们对客户的重视。

再次为这次给您带来的困扰真诚地说声抱歉，也非常感谢您愿意把这些问题反馈给我们。

不管您是啥样的想法，都可以跟我说下行不，可以直接发我邮箱 joey.wen@cwill.com, 或者我们小红书的运营同事反馈有收到您的消息，您在那边回复也是可以的哈

Hi there,

This is Joey, Customer Success Manager at CWILL Popup Email.

I'm genuinely sorry that our transition to paid plans has left you feeling disappointed. I understand how frustrating this change can be, especially after using CWILL for free.

I also personally reviewed your previous conversations with our support team and noticed that one of your questions about the plan limits wasn't answered correctly. I'm truly sorry for the confusion this may have caused.

We've since worked with our team to arrange a more suitable long-term plan for your store, taking your specific needs into consideration. I've also reached out to you personally via email to clarify the details and explain what we've arranged for you.

If you have any further questions or concerns, please feel free to reply directly to my email. I'd be happy to discuss your needs further and do my best to explore what else we can do to support you.

We truly appreciate your support for CWILL and hope we can continue working together.

Hi there,

This is Joey, Customer Success Manager at CWILL Popup Email.

I'm truly sorry to hear how disappointed you are with our recent pricing changes, especially knowing that you've decided to uninstall the app.

I understand that moving from a free product to a usage-based pricing model is a significant change, and that the new pricing may not be the right fit for every store.

While our pricing is now based on usage, we genuinely want to make sure merchants can find a plan that makes sense for their business and actual needs.

I respect your decision, but if you're ever open to giving CWILL another chance, please feel free to reach out to us. I'd be happy to personally review your situation and explore whether there's a more suitable arrangement we could offer.

Thank you for having used CWILL. We truly appreciate your past support, and I'm sorry we weren't able to meet your expectations this time.