wetracked.io

Hi there, Thank you for taking the time to share your experience. First and foremost, we're genuinely sorry for the frustration this situation has caused. Receiving a significantly higher invoice than expected is understandably alarming, and we completely understand why this led to concerns about both the tracking data and the billing associated with your account. We never want any customer to feel confused about how their usage is calculated or how their invoice is generated. After reviewing the case internally, we'd like to clarify a few important points. Regarding the invoice, the charges were generated according to the Starter plan pricing structure that was active on the account. During the billing period in question, your store processed 6,387 orders, which significantly exceeded the Starter plan's included allowance of 500 monthly orders. As a result, overage charges were automatically applied based on the plan's pricing model. That said, we completely understand that charges of this size can come as an unpleasant surprise. Because of this, we have already coordinated with our Finance team and arranged for your recent invoice to be adjusted to our Scale Up plan, which supports up to 7,500 orders for a fixed monthly fee. We can confirm that the difference between the original charge and the Scale Up plan pricing will be refunded accordingly. We also want to address the tracking concerns. Our platform does not only track orders from a specific connected advertising channel. Instead, wetracked.io processes all orders generated by the store and sends those events to the connected advertising platforms. The advertising platform itself (such as Google or Meta) then determines attribution based on its own attribution models, click history, cross-device matching, and other signals available to it. Because of this, it is expected that the total number of orders processed by our system can be higher than the number of orders directly attributed to a single advertising source or campaign. This does not mean those orders were incorrectly created or inflated by our platform. That said, we fully acknowledge that if the numbers appeared inconsistent from your perspective, we should have done a better job explaining how the system works and reviewing the data with you. For that, we sincerely apologize. Our goal has always been to provide transparent billing, accurate event transmission, and helpful support. We regret that this experience left you feeling otherwise. We would still be more than happy to arrange a review with our Solutions team to walk through the order counts, attribution methodology, and account configuration together to ensure everything is operating as expected and to answer any remaining questions. Thank you again for your feedback. While we're sorry this experience was frustrating, we do appreciate the opportunity to address your concerns and make things right. With sincere apologies, The wetracked.io Team

Hi Tom, Thank you for taking the time to share your experience. We're genuinely sorry to hear that you felt unsupported and that our service did not meet your expectations. This is certainly not the experience we strive to provide, and we completely understand how frustrating it can be when you're relying on accurate tracking data to make important business decisions. First and foremost, our goal has always been to provide the best possible support and help our customers get the most value out of our platform. We're particularly sorry to hear that your interactions with our team left you feeling that your concerns were not addressed in a helpful way. We've reviewed our records but, unfortunately, we have been unable to locate an account or support conversation under the name "Tom." Because of this, we're unable to properly investigate the concerns you've raised regarding tracking, attribution, and previous support interactions. We would genuinely appreciate the opportunity to look into this further. If you're willing, please reach out to us through the Live Chat inside your app.wetracked.io account, and our team will be happy to prioritize your case. In addition, we'd like to offer a dedicated call with our Solutions team, including one of our senior engineers, so we can review your setup together in detail. During the call, we can: -Audit your current configuration -Review your attribution and tracking setup -Verify event flow and data quality -Investigate any concerns regarding over-attribution -Ensure everything is configured according to best practices for optimal performance Our objective is always to ensure customers receive accurate, reliable data that meets the standards we stand behind. If something is not performing as expected, we want the opportunity to understand why and work with you to improve it. We sincerely hope you'll give us the chance to review your setup and address your concerns directly. Thank you again for your feedback, and we hope to hear from you soon. With sincere apologies, The wetracked.io Team