Transcy: AI 언어 번역 및 통화 변환 앱

Hi, and thank you for the honest feedback; we're sorry this ended the way it did.

Just to clarify: Transcy includes a 7-day free trial from the moment you install, so you can test everything before committing; nothing is charged during that period.

We're always happy to walk merchants through the setup and billing before they commit — our team is on live chat 24/7.

-The Transcy Team-

Hi there,

This is Brian. We’re truly sorry to hear about your experience. That sounds incredibly frustrating, and we completely understand why you felt the need to uninstall the app.

However, we also noticed that we haven’t received any recent report from you regarding this specific issue. The last time you contacted us was on January 25, 2026. After that, our team followed up multiple times to continue supporting you, but we didn’t hear back from you.

Because of that, we didn’t have the chance to investigate or prevent the issue you’re experiencing now. We genuinely wish we had been given the opportunity to step in earlier and assist you before things escalated.

If you’re open to it, we would really appreciate another chance to help. We’ll prioritize your case and work with you step by step until everything is back to normal.

Looking forward to hearing from you.

Best regards,
Brian
Transcy by FireGroup Technology

Hi there,

This is Saha. I’m truly sorry to hear about your experience and completely understand your frustration.

According to our records, your refund request was submitted on Feb 23, and I responded the same day, offering to investigate the issue and identify the root cause. In that message, I also sent a collaborator access request so we could review your store more thoroughly. The email was opened, but we didn’t receive a reply. I followed up again on Feb 24, which was also viewed, though we unfortunately didn’t hear back.

At the moment, I can see that the Transcy app is still installed on your store. I just wanted to check if you’re open to continuing with us, I’d be more than happy to personally assist in resolving the issue and ensuring everything works as expected.

If you’d prefer not to continue using the app, we can absolutely review your case and consider a refund for the remaining unused period

We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support.

Best regards,
Saha
Transcy by FireGroup Technology

Hi there,

This is Ben. I'm truly sorry to hear about that and understand how frustrating unexpected billing can be.

Regarding your concerns, as follows:

1. Our pricing was updated on Sep 4, 2025 and applied to all users. Notifications were sent via email and in-app, though they may have been missed.

2. On Jan 26, 2026, your store upgraded to the Cross-border plan with extra resources, adding about $189. Please note that only the store owner can approve charges via Shopify, not Transcy.

3. On Mar 15, 2026, the plan was downgraded to Continental, and Shopify will automatically prorate the unused amount.

4. If anything is unclear, I’m happy to clarify further. We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support.

Hope to hear from you soon

Best regards,
Ben
Transcy by FireGroup Technology

Hi,

Here's Aiden. We're truly sorry to hear that your experience with Transcy has been frustrating. This is certainly not the level of performance or support we aim to provide. Your feedback regarding translation speed and support responsiveness is very important to us

We also noticed that one of our team members is already assisting you via email. Please feel free to continue working with them and let us know if you need any further support. Our team will do their best to review your case and help resolve the issue as quickly as possible.

Regards,
Aiden
Transcy by OneCommerce

Hi there,

This is Cris. We’re truly sorry to hear about your experience and understand how frustrating this must have been.

Regarding the translation quality and glossary rules, Transcy processes content through the selected provider (such as DeepL), but glossary behavior and partial translations can be affected by sync status, cache, or rule configuration. That said, this is not the experience we aim to deliver.

We take your feedback about bugs, UI, and support quality very seriously. If you’re open to it, we’d appreciate the opportunity to review your specific case in detail and identify exactly what went wrong. We’re committed to investigating thoroughly and providing a proper resolution rather than leaving things unresolved.

We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support.

Best regards,
Cris
Transcy by FireGroup Technology

Hi there,

My name's Selina from Transcy. We really appreciate your feedback and comment about your experience when using Transcy and loving our support.

Also, I would be more than happy to make your business more and more increasingly if you spend your precious time to visit our blog at https://onecommerce.io/blog/ for the latest news regarding not only Transcy, but also other OneCommerce applications and e-commerce tips.

If you need any further assistance, please let us know via our 24/7 live chat or email us at support@fireapps.io

Regards,
Selina
Transcy by OneCommerce