We have been using the Yotpo subscription service for over 8 months now on Shopify. It is posing a significant challenge for our customers, leading to a less-than-ideal experience. Customers are struggling to navigate the service, and we believe that providing end-user videos could greatly improve their understanding of how to manage, pause, reactivate, reschedule, swap products, update payment methods, etc.
- Customers are inadvertently signing up for multiple subscriptions under various sub IDs, resulting in them receiving multiple shipments of the same products. This is causing operational issues for us.
- Customers think they are canceling all sub ids when they only cancel one and then more orders come.
- Customers are making multiple customer profiles in Shopify with different email addresses and think the subscriptions are all under one profile - then we can’t merge them into one profile because subs are attached and then they have two profiles to manage
- Legacy customers who have not “ACTIVATED” their profiles on the new Shopify website are still receiving orders and unable to log in and control them, which is causing us a lot of liability and fees in returns and refunds. They do not know how to stop or pause orders and must reach out to us to do this manually.
- Videos on how to use the service and features that we could send in our customer service FAQ and Help Desk areas would be extremely beneficial.