Lucky Orange Heatmaps & Replay

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.

The heatmaps are great and it's nice to be able to get clear analytics about how people are interacting with the site. I wish there was a clearer integration with GA4 and that there was an obvious scroll depth analytics feature but we've only been using Lucky Orange for a day so far so maybe it's hidden away? I also got confused about the chat function as I thought at first it was Support Chat, not a brand chat function for the website. The unlimited seats are nice so I can help onboard the rest of the team as well.

Love this app. Great info on who’s visited where ! Helpful tool

This is a useful ap but can sometimes be a lot of information to try and decipher - especially if your website has a lot of products

Lucky Orange gives me valuable insights with little work. At a glance each day I can see how many people visited my site, what pages were more visited, and how many people added items to their cart. Love their daily emails that give me this quick rundown and help me find opportunities with my website.

App allowed me to track customers path on my website and make changes that improved my conversion rates. Would be awesome if the app could include conclusions based on the data provided as well.

Great insight into your website traffic and customer browsing patterns.
The ability to deep dive the data is welcomed.

The data presented is however not 100% accurate... for example the daily breakdown / count of source traffic does not add up to "All Visits".

Jordan from Lucky Orange was incredibly helpful in showing us how to maximize features like funnel tracking and heat mapping. These tools have been game changers for understanding user behavior and optimizing our site.

I had my 15-minute on-boarding call with Jordan yesterday and it was very useful. I've only been using the app for a few days and already it has provided me with a lot of info. Jordan enthusiastically pointed out some of the highlights of the app and the many ways to customize the reporting results. I feel better prepared to analyze the data now after our conversation.

I've been testing out Lucky Orange with a free trial and I've been really impressed since day one.

I've always thought that I didn't really need anything besides google analytics to understand how my customers were engaging with my store, so I was pleasantly surprised to find that using Lucky Orange was so much more intuitive, informative, and easier to tailor.

And the "rage clicks" feature? Don't know if I'll be able to live without it when my trial runs out. :)