OneLoyalty: Loyalty & Rewards
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While some of the recent price changes and feature restrictions were inconvenient for our planning, communication regarding this issue and support in some solutions were great and much appreciated.
Hi Pet Friendly's PH store admin,
Here's Rosie from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Rosie
OneLoyalty by OneCommerce
As we had exceeded the 100 free 'active customers' (not orders) we were required to select a subscription plan to avoid the app being disabled, which was fine as we were happy with it up until this point.
But during this subscription plan process it stated that we had to 'approve' a $3,000.00 amount they could potentially charge up to automatically from that point forward. While we were extremely ALARMED by this significant sum it REQUIRED us to approve just to select their cheapest plan, the popup window said we would be able to amend it in the plan settings afterwards, so we reluctantly went ahead and approved it in order to activate the necessary subscription.
When we immediately went to lower that amount to something more reasonable, like a $30 limit, we were HORRIFIED to discover that it will NOT allow you to set an amount lower than $3,000.00 !
After urgently raising this issue with the app developer, and pointing out to them that the 'active customer' metric has absolutely no relation to actual paid orders being made, meaning any successful marketing drive we make to bring more visitors to our shop and encourage them to register as customers, could result in us being exposed to crippling fees AUTOMATICALLY charged by their app regardless of whether we had even made anything like the sort of paid sales which would allow us to cover these costs, their response was this:
1 - 'Sorry, but this billing method works for us'
2- 'Maybe if you disable that particular feature you're using it for it would count less customers as active'
3 - 'Trust us'
After a lengthy back and forth where I explained the problem and why a vague 'active customer' metric is not useful, nor relevant to a shop's justification for spending on an app's fees, whereas actual orders would be, and stating that a 'Trust me, bro' answer to what is a potential $3,000.00 liability is not acceptable, they ended up just saying we can export our data and install a different app.
Which is what we're now doing.
Hi Pinehaven Ponies store admin,
Here is Windy from the OneLoyalty team.
Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify our pricing plan to avoid any misunderstandings.
Firstly, our pricing plan clearly outlines the app fee and how the usage charge is calculated based on exceeded monthly active customers (MACs).
Secondly, we understand your concern regarding the inclusion of account creation in the MAC count. Please note, that we have already provided guidance on how to disable that function to better manage your MACs.
Thirdly, as previously shared, the app spending limit of $3000 is the maximum usage charge that our app will charge our customers. For instance:
- If your exceeded MACs result in a usage charge of $3, you will be charged only the app fee plus the $3 usage charge.
- If the exceeded MACs result in a usage charge over $3000, the maximum you will be charged is the app fee plus $3000.
To clarify, this spending limit policy is not a requirement from Shopify. We implemented it to enhance transparency and prevent unexpected charges by capping the usage charges at a visible maximum amount. Without this limit, charges could theoretically be unlimited, but we choose to ensure full transparency for our users.
Finally, regarding your request to change the app spending limit from $3000 to $30, we are unable to accommodate it. Implementing it would disrupt the structure and functionality of our all plans and conflict with our established policies.
As previously outlined, we hope this explanation provides clarity regarding our pricing plan and app spending limit. We understand that our current plans may not meet your requirements. Should you choose to explore other options, we truly hope you find a loyalty app that aligns perfectly with your needs.
Best regards,
Windy
OneLoyalty by OneCommerce
GIANT unjustifiable price increase. This app had lots of reviews because it had a free plan that worked. It was super minimal. Now they want to charge $29+ a month for the same MINIMAL feature app. Just download another one.
There isn't much branding options. No editing of emails or email reminders. Literally no actual valuable and needed insights whatsoever. This app was great free but it isn't worth it as a paid app. There are a number of other paid loyalty apps that are worth paying for because they provide actual features.
They kinda are off their rocker to think they can charge more than other apps and provide the bare minimum of any other loyalty app. If they added robust features and analytics I would have stayed and paid but it's wild to pay that for no features whatsoever.
Hi Heather Freitas store admin,
Here's Rosie from the OneLoyalty team.
Thank you for sharing your feedback regarding the recent changes in our app's pricing. We understand your concerns, and I’d like to provide some clarification.
We now offer four pricing plans, and I assure you that we still have the Starter plan with a $0/month recurring app fee (you only have been charged when your monthly active customers exceed the quota of the plan). This plan includes features designed to meet your needs. Our pricing structure is also one of the most competitive compared to other loyalty apps, as we charge based on monthly active customers rather than orders. Additionally, for customers who downloaded the app before October 1st, 2024, we’re offering a 50% discount on any extra monthly active customers, as a gesture of appreciation for your loyalty.
Regarding your request for email editing or email reminders, our product team is actively working on releasing these features in the near future. In the meantime, we recommend exploring other features such as branding options, like member-exclusive campaigns. For instance, you can display after-discount prices on products with a special member-only badge, which can motivate more customers to sign up for your loyalty program.
As for analytics, while we currently don’t offer the specific analytics you mentioned, we’re grateful for your feedback and are continuously working to improve. In the meantime, you can monitor key metrics such as Monthly Active Customers, Revenue by Active Customers, and Average Order Value by Active Customers in the OneLoyalty tab.
We appreciate your understanding and value your input as we continue to enhance our platform. Please don't hesitate to reach out if you have any further questions or concerns.
Regards,
Rosie
OneLoyalty by OneCommerce
It is completely unreasonable to charge your customers $399 a month in order to change the text within the storefront widget. This is a basic customisation that should be available in at least all of the paid plans. There was no communication that paid tiers were even introduced into the app. When we installed the app it was free.
Hi Cantabria Labs store admin,
I'm Windy from the OneLoyalty team.
Firstly, we sincerely apologize for any inconvenience you’ve experienced while using our app. We understand your concern regarding the pricing, and we deeply value your feedback.
We’ve sent you an email addressing your concerns in more detail, and we kindly ask that you review it at your convenience. We are committed to finding a solution and supporting you better. Please let us know if you have any further questions or require additional assistance.
Thank you for your understanding and patience.
Regards,
Windy
OneLoyalty by OneCommerce
App was initially completely free. There was no warning that the app was going to become chargeable, or notification when certain features became chargeable. I understand that people need to make money from apps, but it would have been good to have notified users that certain features now incurred a cost, instead there was no warning and I find I have to pay $49 a month to reinstate the features that drew me to the app in the first place. Poor service, and have unfortunately uninstalled as I feel this was dishonest.
Hi Sunshine & Rayn store admin,
I'm Windy from the OneLoyalty team.
Firstly, we sincerely apologize for any inconvenience you’ve experienced while using our app.
Regarding the notification email about the launch of our pricing plan, we are truly sorry for the mistake, and we assure you that it will not happen again in the future.
We have sent you an email explaining the pricing details along with some special benefits we offer to our loyal customers like yourself.
Please take a moment to check your inbox, and feel free to reach out if you’d like to discuss anything further.
Thank you for your understanding, and we look forward to assisting you.
Regards,
Windy
OneLoyalty by OneCommerce
Dante was incredibly responsive—definitely deserves 5 stars!
I suggested an idea to allow redeeming points to combine product discounts and order discounts, so reward codes can be used alongside existing discounts in my Shopify store. Essentially, it would turn loyalty rewards into a gift card (cash) for customers that can be used anytime. This feature is not just important for me, but for other fellow business owners who are using this app as well. I hope they implement it soon!
Hi Stellar Gel store admin,
Here's Dante from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Dante
OneLoyalty by OneCommerce
Appeared promising but after a few days, all of a sudden the Rewards widget as well as the points info on the product page and the app Settings won't load at all.
UPDATE following Dev response: The reply as well as offering this app for free are highly appreciated and I can't pretend much I suppose. However, just thinking from a Shopify point of view and our experience, I don't think a similar solution should rely on 3rd parties that may affect our website when there are external problems. I guess this is a downside of using Shopify.
Personally, I'll try to avoid apps that might impact the frontend as the customer experience is critical.
Thankfully we are a new business and yet to grow our customer base but with the reward points becoming unavailable it made me think how our customers will be impacted if the Developer were to go bust down the line, decide to drop development of the free app or impose a paid plan for use.
I believe that a customer reward solution should be super reliable and long term and ideally a built-in feature in Shopify. I know I'm dreaming...
As a feedback strictly related to the app, it would be nice if the points shown on the product page also update with the variant change.
Hi The Foalyard store admin,
Here is Windy from the OneLoyalty team.
Firstly, we want to extend our sincere apologies for any inconvenience you experienced while using our app. We understand how disruptions can impact your operations, and we deeply regret any trouble this may have caused.
While it’s challenging to eliminate all issues, please be assured that our development team works diligently to maintain the app's stability and address problems as swiftly as possible.
We are pleased to inform you that the issues you reported were resolved. We also reached out to you via your email address with details about the resolution. Please check your inbox for further information.
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Windy
OneLoyalty Team
i once left a good review, but not anymore. please be VERY careful if using this app. the app added a webpage to my store that i did not ask for, approve of or authorize. this webpage was offering my customers a $20 discount if they downloaded some app, i don't even know which app. i did not approve or authorize this discount either, and it was not in my rewards set up or anything. this webpage also did not show up in the pages section of my shopify admin so i could not even delete it.
furthermore, this webpage did not adhere to ADA guidelines, opening me up to potential lawsuits. in order for me to edit this page, i would have to upgrade to the more expensive tier. so not only did they add a webpage i didn't approve of that put my business and livelihood in danger, they wanted me to pay more to take it off?
i finally got customer service to accept changing it without me upgrading, but they said it would be 1-3 business days, after i already gave them over 24 hours to handle this. they gave me the run around the whole time.
i said that's unacceptable and would be deleting the app, and they offered me 1 month free for the inconvenience. the price of a lawyer and lawsuit settlement will be much more than 1 month free. even if there was no risk for lawsuit, i would still cancel because this company violated my trust. they put my entire livelihood at risk and that is not something i can ever forget. i DO NOT recommend this program to anyone.
Hi NBM store admin,
Here's Emily from the OneMobile team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneMobile users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneMobile.
Also, I highly recommend you to check our blog for the latest news regarding not only OneMobile but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Emily
OneMobile by OneCommerce
I have had a fantastic service from the support team. Especially Emily and Dante who jumped in provided screen shots etc to set up my account. I am surprised this is free when it offers everything and others charge so much. I had an issue with points being awarded incorrectly.
I reached out and Dante said would investigate, then advised i had set up tiers with points and not sales. Emily helped me to reset this and now I have the App working 100%. Great App, great time - recommend to everyone.
Hi Lifestyle Travel Trading store admin,
Here's Emily from the OneMobile team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneMobile users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneMobile.
Also, I highly recommend you to check our blog for the latest news regarding not only OneMobile but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Emily
OneMobile by OneCommerce
special thanks for Rosie and her team for helping me in a very short time , great work keep it up
