Tidio Live Chat Scam

Solved
Anonymous
Not applicable
1619 0 0

At this point I don't have any confidence that shopify is a reputable platform and I'm looking for something else. If you're going to develop an app, there should be a very CLEAR way to cancel services. This should be a number one requirement for an app here, but it's not. So they can milk an extra few dollars out of you, unbelievable.

I got the free trial for the Tidio live chat. It's a nice service, looks great. Everything is fine with it, it just wasn't for me. The trial ran out. They billed me $18.00, that's fine too. No problem I used the service the trial ran out and I paid the charge. A few days after that I needed to uninstall it, it's not going to work out for me, no problem right? Wrong...

There is no place to cancel services in the app. If it's there you can't find it. So based off of everything I've read and been suggested I uninstalled the app. A whole month goes by, I'm not using Tidio's resources the code is gone. I deleted the Javascript everything is great I assume I won't be billed again.

Boom, they bill me again. I can even understand if it was a mistake, no problem just give me a refund you obviously made an error.

No such luck. I'm going round and around now with emails with tidio support people and shopify Belle and multiple tidio people telling me different things. I qualify for a refund, I don't qualify for a refund etc. etc. etc.

Totally unbelievable hassle and headache. What a deplorable way to do business... I can't wait to get out of here. It can't happen fast enough and I'm probably going to switch to a different platform and dispute the charges. If this is what it's like here no thanks

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Anonymous
Not applicable
1619 0 0

The good news is. I think this will actually save me a lot of time and money finding this out now and making my exit. Who wants to deal with this? I don't. Also, when I started developing for Shopify I was really committed. I was so committed that I bought a bunch of shopify stock. It just bumped 6% and I made all my money back. I'm going to dump it today and go buy myself a new iphone or something. Thanks guys

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Hyde
Shopify Staff
Shopify Staff
730 73 131

Hi, @Anonymous,

Hyde here from Shopify.

I completely empathize with your frustration. No one likes unexpected charges, and no one wants to have to chase refunds!

We list Tidio Live Chat on our app store as an optionable app that integrates with Shopify's platform, but it is a third-party app that is not developed by us. So when it comes to billing for app charges, our role is purely transactional. In other words, Shopify is the middle-man and can only refund app invoices with the consent of the app developers.

We do, of course, offer guidance on how to uninstall an app and plenty of information on app billing and charges. I can see that there still open communication between yourself and Tidio's support, facilitated by Shopify's support, and I hope you get the resolution you need. Please let me know if there's anything else I can help you with.

All the best, Hyde.

Hyde | Social Care @ Shopify 
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Anonymous
Not applicable
1619 0 0

@Hyde 

You almost make it sound like Shopify has nothing to do with it? It's a third party app but the charge is bundled in with the Shopify charge? Instead of guidance why not require third party apps to have a CLEAR and VISIBLE way to cancel charges or services, most services you pay for have that option without guidance and a "RTFM" response. But it looks like that's probably normal everywhere now, you can't even call or email someone directly. It's a very vague and "scammy" relationship you have with Tidio in my opinion but I guess that works for you. No thanks, I don't even want my money back. I'll consider it money well spent.

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Olek_-_Tidio
Tourist
3 2 0

This is an accepted solution.

Hi @Anonymous, Olek here from the Tidio Chat team. I'm really sorry about this situation. I will personally check this with our billing team and coordinate the refund on our side. 

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