Simprosys Google Shopping Feed

Dear Merchant,

Hope you are doing well.

I am Milan Vaghela, Product Lead at Simprosys InfoMedia.

We have already looked in your Google Merchant Center and found that the issue you are facing is raised due to the manual edits made for the product attributes in your Google Merchant Center directly. We have already fixed it for you even though it does not come under the scope of our app support.

Here is the screenshot of edits made in your Google Merchant Center:
https://tawk.link/59a93d84c28eca75e461d832/a/59673609621c3b0d3c265b05/8071aae654484f0c18675ff32848140fcd452f27/image.png

After fixing the issues, We have tried to contact you via Live Chat as well as also replied to the queries you have raised in our Support email box, bud did not get any feedback.

So can you please confirm if you still have any issues with the app or anything else?

You can also reach out to us via email at [email protected] or use our Live Chat facility from the App interface using the "Get Support" widget.

Awaiting your reply.

Thanks,
Milan Vaghela
Simprosys Google Shopping Feed App.

1 - You uninstalled the app on Aug 27 and wrote this review on the 3rd of Sept. So, it is a period of 1 week and not of 2 weeks. See the screenshot on this link https://bit.ly/3ktX7oO. Also, when it comes to app charges, Shopify Charges you for the Billing Cycle during which the app was installed. So, that must have been the last charge to you for the app.

2 - As far as our support for Blocked GMC is concerned, we can only review your accounts for possible violations detected by Google and guide you. Rest of the corrections you have to make on your website and other properties. For this, you had written to us on Aug 25. You were responded within 3 hrs(see the link for the screenshot https://bit.ly/3iR0So4 ) with a proper help doc which you were supposed to follow.

3 - Waste of Money? You used our app for more than a year. You did not feel it was a waste of money in that period! See the screenshot on this link - https://bit.ly/3ktX7oO

Dear Merchant,

We are sorry that you have lost your Google Merchant Center account built over the years. We understand how this may have affected the marketing of your products and business revenue.

But believe us, Simprosys has no role in it. Just like we do for our other app users, we have scheduled a call with you to help you troubleshoot the problem you were facing.

It was just a sheer coincidence that you lost access just after inviting us to your account. Even before we accepted your invitation you had already lost your account.

Also, as per the Google team's findings, it is someone with [email protected] has unauthorized access to your Google Merchant Center account. They have also denied restoring your access.

We are still in touch with our Google Partner Manager to get this case investigated. We'll let you know if we make any breakthroughs.

Simprosys is committed to providing the best services to clients and merchants. We sometimes go the extra mile by providing solutions to clients that may not be part of our core products. We strive to ensure that our clients and merchants have a positive experience with us.

As a preventative measure, everyone needs to set strong passwords for their accounts as well as enable two-factor authentication. Finally, we remind everyone to be vigilant and to keep their account information private.

We have also requested Google to send a notification email to the account owner and all the admins, whenever a new user is added to or an existing user is removed from the Google Merchant Center account. It should also provide the details of the user who performed that action.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia

Hi,

1 - It is very unfortunate to say that we were charging more than agreed. Whenever any merchant approves the charge for any app, the Monthly Recurring charge is clearly communicated in the app and in the Shopify Page as well. It is not just for our app, it same for all the apps charing merchants through Shopify's Billing API. In our case, we don't have a usage-based charge on any of our applications. So, charging any merchant for more than what is agreed is not possible. Merchants can see the "Exact Amount" before they approve the charge.

2 - We did not block your access just because you had left a negative review of the app. Actually, we did not block it at all. Your store had more(3.5M+) products than the agreed limit on the approved charge. Also, anyhow, our system would have blocked "manual resyncing of all the products" as products on your store were more than 2M(see screenshot https://bit.ly/3f91wvj). Please keep in mind that, we block the "manual resyncing only", not the continuous syncing of already synced products.

We block resyncing for any store that 2M products and request them to get in touch with us. In fact, in your case, I had made it very clear to you that our system does not remain efficient for the stores having more than 500K(very safe limit) products. (See screenshot https://bit.ly/3f91wvj of you being informed on 24th Oct 2019).

3. Regarding Pathetic and childish behavior, I just tried to be clear to you that we can not support the merchant with these many products, but you wanted to have your way anyhow. In fact, I had tried to make it clear to you long ago and you had confirmed that you will try other solutions provided you cross the product limit.

Also, in the past you had around 4k products more than agreed limit with pricing, we did not force you to pay for those extra 4K products. (See attached screenshot - https://bit.ly/38nOtU1)

So, with the above-given clarifications, I would like to add that, we are not money-hungry people. What we tried to do was to make sure that our serviceability to other merchants doesn't get affected by the crashing of servers because such a large volume of products go in the manual re-syncing.

Other than that, the resyncing of 2M+ products' store would have taken at least 5 days because of Shopify's API call limits and Leakage possibilities. That would have proved to another major issue.

Regards,
Amit

Dear Merchant,

Thank you for your feedback. We would like to apologize for the inconvenience caused by the issue of your products being stuck in the Pending status for a long time. We understand your frustration and we apologize for any inconvenience caused.

We would like to explain to you the actual root cause of this issue so that you can trust us again and continue using our app. Our app uses the Content API method, which creates a job for submitting a large number of products in bulk to Google. However, while doing this for your store, Google detected a foreign character "�" in one of your products, which caused it to reject the entire product batch. This is why so many of your products were stuck under the Pending status.

We have already fixed this issue for your store and implemented changes to prevent it from happening again. Our team has already communicated this to you via email.

However, we noticed that you have left feedback about our app on the Shopify App Store, where you have requested "Please return all my money to me!".

We would like to request you to reconsider your decision and give us a second chance. We value your business and we want to meet your expectations. We can assure you that our app is reliable and efficient and that we are always ready to help you with any issues or questions you may have.

We also want to clarify that sometimes we may need 24-48 hours to fulfill your requirements, because we may need to make some custom changes to our app just for your store. This is not something that can be done instantly, and we hope that you can understand this. We always try our best to deliver our service as fast as possible, but we also want to ensure the quality and accuracy of our work.

If you have any questions or concerns, please feel free to contact us at [email protected]. We are always happy to help.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia

Dear Merchant,

Thank you for sharing your incident with us. We are sorry to hear that you have experienced a problem with your accounts. We value your feedback and we want to assure you that we (or our app) have not done anything to cause the disappearance of your accounts.

Please note that our app's primary job is to submit the product data feed from your Shopify store to your Google Merchant Center. We do not get access to any of your accounts automatically when you complete an integration process within the app. Account access must be granted manually by any Admin user.

Therefore, we believe that the disappearance of your accounts is not related to our app, but rather to some other factors that are beyond our control.

We would appreciate it if you could confirm when and how you lost access to your account. Did you notice any other unusual activity before or during that time? For example, did you install any other app or add any new team members to your accounts?

There are some possible reasons why you might have lost access to your accounts, such as using weak passwords or credentials for your account or adding another user to your account who might have removed you from your accounts.

We appreciate your understanding and cooperation. We value your trust and loyalty and we hope to continue serving you with our app.

We are again assuring you that there is nothing wrong done by us as Simprosys or our App.

We have already tried to get in touch with you via email but we haven't heard back from you. So kindly get in touch with us by replying to us at [email protected], so we can discuss the issue you are actually facing and help you suggest a possible solution for it.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia