Transcy: AI Language Translate

Hi Byron Custom Guitars Team, thank you for bringing this to our attention — we completely understand how surprising it is to see a charge after uninstalling, and we're sorry for the confusion.

Here's what happened: on Shopify, app charges are generated at the start of each 30-day billing cycle rather than at the end. Your cycle ran August 30 – September 29, so Shopify created the $29.90 charge on August 30. Uninstalling on September 3 stopped every future charge — but it doesn't cancel a charge Shopify had already issued at the beginning of that cycle. This is how billing works for all apps across the Shopify platform.

Raymond from our team has already emailed you about this, though we haven't received a response yet. We'd genuinely like to resolve this for you and make sure it doesn't leave you with a bad experience — whenever you have a moment, simply reply to his email and we'll take care of everything right away.

Thank you for your patience, and we're sorry again for the trouble this caused.

-The Transcy Team-

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您好，非常感谢您反馈这个问题。卸载应用后仍看到扣费，确实容易让人意外，我们对此深表歉意。

具体情况是这样的：在 Shopify 平台上，应用费用是在每个 30 天计费周期开始时生成的，而不是周期结束时结算。您本次的计费周期为 8月30日至9月29日，因此这笔 29.9 美元的费用由 Shopify 在 8月30日当天生成。您在 9月3日卸载应用后，后续所有费用均已停止，但卸载无法撤销 Shopify 在周期开始时已经生成的费用。这是 Shopify 平台对所有应用统一的计费机制。

我们团队的 Raymond 已就此事通过邮件与您联系，但目前尚未收到您的回复。我们非常希望能尽快为您妥善解决，不让这件事影响您的使用体验——您方便的时候回复一下那封邮件即可，剩下的我们会立刻为您安排妥当。

再次感谢您的耐心，也为此次造成的不便向您致歉。

—Transcy 团队

Thank you — that means a lot! We hope you'll achieve even more global success with Transcy.

-The Transcy Team-

Hi there,

This is Ben. We’re very sorry to hear about any inconvenience it may have caused. That’s certainly not the standard we strive for.

We haven’t received any prior support requests from you, and we would truly appreciate the opportunity to look into this and resolve it. Could you please try reinstalling the app to see if the issue improves?

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.

Looking forward to your reply.

Best regards,
Ben
Transcy by FireGroup Technology

Hi there,

This is Saha. We’re truly sorry for your 1-star experience and any frustration it may have caused. That’s definitely not the experience we aim to deliver.

We couldn’t find any support request from you yet and would really appreciate the chance to investigate and make things right. Could you please try reinstalling the app?

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support.

Hope to hear from you soon

Best Regards
Saha
Transcy by FireGroup Technology

Hi there,

This is Ben, and we sincerely apologize for any inconvenience or frustration this may have caused.

Our goal is to provide a reliable tool for your business, and we've clearly fallen short in your case. We looked for any support requests from you to investigate the issue, but it seems we haven't heard from you yet. We are eager to understand what happened and resolve it for you.

Sometimes, temporary glitches can be cleared up with a fresh start. We would appreciate it if you could try reinstalling the app to see if this resolves the issue.

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support.

Hope to hear from you soon

Best Regards
Ben
Transcy by FireGroup Technology

Hi sir,

This is Brian from Transcy. We sincerely apologize for the inconvenience you’ve experienced.

Regarding the new pricing issue, one of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support — we’re more than happy to assist.

Thank you for your time and understanding.

Best regards,
Brian
Transcy by FireGroup Technology