Joy: Treue & Belohnungen
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Damian was sweet and helpful answering questions and walking us through set up
What a great support, thank you very much Hana for the support. I really appreciate it?
Je suis très satisfaite.
Très bonne réactivité dans la minute quand je leur ai demandé de m'aider. La dame a eu la gentillesse de terminer la configuration de l'application.
Je recommande. Très jolie application.
Audrey
Amazing APP and amazing support!! Thak you Hana for helping me with the settings!!
So far so good! Little bit of a learning curve, but the support team has been absolutely wonderful. Hana has been wonderful help – small issue I had preventing my customers earning points for reviews, but she was able to help troubleshoot in under 5 minutes. Great work!
I needed to contact support to configure the app, I found "Hana" very kind and helpful, who solved my problems in a short time.
Hello Team,
I am writing to urgently address an issue regarding our subscription. We have been using this plugin since June, but after that, we did not utilize any of the features of the app. Unfortunately, we overlooked canceling the subscription, resulting in a charge. Could someone please assist in processing a refund for this?
Looking forward to hearing your response on this.
Update- The case was promptly looked into and resolved. Thank you
Hi there,
This is Liz from Joy Support Team. Thank you for reaching out and sharing your concerns regarding Joy app's billing. I’d like to provide further clarification regarding the billing and status of the app.
1. Free vs. Paid Plans:
Our app offers both Free and Paid plans (Pro, Advanced, and Enterprise). Your account was on the Pro plan ($29 monthly), which includes advanced features. While deactivating the app may limit its functionality, it does not automatically revert to the Free plan or stop charges.
2. App Billing and Deactivation vs. Uninstallation:
While the app may have been deactivated on your store, it was not uninstalled and the charge was not canceled. Shopify’s billing system considers an app to be in use as long as it remains installed on the store, regardless of whether its features are actively used or deactivated. To stop subscription charges, the app must be uninstalled from your store.
Here is a document on the app's charges for your reference: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps
3. Clarification on Deactivation:
Deactivating the app disables its functionality on your storefront or admin but does not sever its connection to your Shopify store. This preserves your data and configurations for future use and keeps the app available for reactivation.
4. No Transactions Recorded:
We’ve reviewed the app’s activity on your store and confirmed that there were no transactions during the specified period since this May 2024. However, as you were still on the Pro plan and the app was installed, subscription charges were generated by Shopify.
I hope my explanation clarifies any confusion. And I've sent a follow-up email to your email address.
Hope to hear from you soon!
Best regards,
Liz
Joy Support Team
Update 21/12/24:
We're pleased to hear that everything has been resolved. Should you have any further questions, don't hesitate to reach out at any time.
The friendly customer service is always at my finger tips to walk to me through anything I need help with, shout out to Audrey!
Audrey and Anivia were very helpful in helping integrate Joy into our Shopify Site!
So far so good. Needed assistance setting up the loyalty page and Hana was quick and efficient.
