Lucky Orange Heatmaps & Replay

Que cette application est génial et c’est important de savoir aussi pourquoi que les clients ne se rendent pas jusqu’au panier et de trouver le moyens d’améliorer le tout voilà

The customer service from Lucky Orange is truly out of this world. They worked tirelessly to fix an issue on my account and all for a free plan.

Justin and his team worked for days on a glitch in my account. They were able to find a solution that allowed me to easily navigate my account and allow Lucky Orange to display data in the dashboard.
They were patient, as I wasn't always able to reply right away, and provided a temporary solution while they worked on fixing my account.

I have dealt with customer service on numerous occasions and every interaction has been quite nice. They are patient and insightful, both offering solutions and explaining these solutions.

I use Microsoft Clarity, which offers similar features for free. I’m not really sure why I need to pay so much for this app when I can get similar functionality without any cost.

This app is fantastic! It gives me a daily pulse on how our store is doing. It also gives me insights into where customers get confused, what barriers might be preventing a sale due to our website UX, and what areas of our website are working well. This app is well worth the money.

Lucky Orange has been extremely helpful for understanding how customers use my store. The session recordings and heatmaps make it easy to see where shoppers hesitate, what they click on and where improvements are needed. It has helped me identify issues I would never have noticed otherwise. Easy to use and a valuable tool for any Shopify store owner.

We normally receive around 1,000 to 2,000 website visitors per month. Over just a few days in August, we were hit with tens of thousands of automated bot sessions, and Lucky Orange counted that traffic toward billable usage.

That resulted in nearly $600 in Lucky Orange-related charges in one month, which is roughly what we had budgeted to spend on the service for an entire year.

We contacted Lucky Orange on August 8 after the first bot-related charge and specifically asked for help preventing automated traffic from consuming our billable usage again. Despite that, we were charged again on August 30.

What followed was more than a month of confusing support responses, unclear refunds, and repeated difficulty getting the two billing events properly addressed. They eventually refunded one $235 usage charge but refused to refund the other.

We have now cancelled Lucky Orange because we no longer trust the billing to be predictable, and the customer service and communication problems became irresolvable.

We intend to continue addressing the remaining disputed charge through Shopify and our payment provider or bank.

The analytics product itself has useful features, but small businesses should be very cautious about bot traffic, automatic usage billing, and spending limits.

Update: After I posted my original review, Lucky Orange had an Enterprise Account Manager personally review the full correspondence and billing history. He identified that parts of the earlier communication were unclear and that the original 50% credit for the first bot-traffic charge had not been followed through. Lucky Orange has now issued an additional $117 refund. I’m updating my rating from 2 to 3 stars because they did finally acknowledge the mistakes and make a meaningful effort to correct them.

Update: Lucky Orange ultimately refunded all of the disputed bot-related usage charges, and I appreciate Will from Client Services personally reviewing the full history and resolving what earlier support had missed.
I am leaving this review because the resolution took nearly two months and many hours of correspondence. During that period, we received confusing explanations about refunds, prior commitments were missed, and I ultimately cancelled the service because I had lost confidence in the billing and support process.

I give Lucky Orange credit for eventually making the billing right, so I changed the review to 4 starts, but I hope they improve how unusual bot traffic, automatic usage charges, and billing disputes are handled so other small businesses do not have the same experience.

Lucky Orange is great for gaining insight into how visitors interact with our website and where we can improve. The customer support has also been very helpful. Justin took the time to investigate a tracking issue with our Shopify setup and clearly explain what needed to change. Really appreciate the support and personal attention!

Lucky Orange has already proved worthwhile for my store, Just A Clock Collector. Watching real visitors shop helped me catch our clock movement finder returning irrelevant search results, which we’ve since corrected. I also added buttons to sold-out vintage clock pages directing shoppers to related collections—and I can actually see customers using them! Instead of guessing what needs improvement, I’m making changes based on how people really use the site. It’s helped me spot issues I would have missed just looking at traffic numbers and turn those observations into a better shopping experience.

Dès que j'ai installé l'application, j'ai rapidement eu un contact avec un membre de Lucky Orange (Jordan Dodd). Il m'a montré les différentes manières d'analyser le trafic sur mon site. Excellent! Une offre pour les débutants, moins cher serait un bon moyen de capturer les nouveaux e-commerçants.

I’ve been using Lucky Orange on my Shopify store during the trial and so far it has been really useful. I mainly use the session recordings to see how visitors actually browse my product pages, where they click and how far they scroll. It has helped me notice things that I wouldn’t be able to see from Shopify analytics alone.

The live visitor feature is useful too, especially when I’m running ads and want to understand the quality of the traffic coming in. There were a few sessions that didn’t seem to record completely, but overall my experience has been good and the support team has been helpful as well.

Still exploring all the features, but definitely a useful app for understanding what is happening on your store beyond just the numbers.