wetracked.io

Hey, Thank you for taking the time to share your experience, we are truly sorry for how this situation felt on your end. We completely understand your situation. You were trying to move a store quickly for your business, and instead you were met with delays, back-and-forth communication, and a process that didn’t feel flexible. That’s not the experience we want to provide, especially to someone who has been with us for 2 years. To clarify transparently, you were never meant to be charged for a store transfer itself. The only blocker here was an outstanding invoice on the previous account, which under our current system needs to be resolved before a transfer can happen. In your case, this should have been voided, as you hadn’t actively used the service, however, because this happened over the weekend, our Finance Team (the only team able to void or adjust invoices) was unavailable. Given the urgency on your side, the option to pay and refund afterward was offered as a workaround so you wouldn’t have to wait several days and risk further business impact. That said, we fully recognize that this still put you in a difficult and uncomfortable position, and we should have handled it with more clarity and ownership from the start. We also sincerely apologize for how the interaction came across. Even when we’re limited by internal processes, the experience should never feel rigid or dismissive. Since then, we’ve taken action to resolve everything: -Your store has was successfully transferred -The full $149 payment (invoice) has been refunded -A small gesture adjustment has been applied to your other account We also want to address review title directly. We genuinely understand how this situation led to that perception, but it’s difficult for us to read, as it does not reflect how we operate or what we stand for. Our intention was never to charge you unfairly, but rather to find a way, within our limitations at the time, to unblock your request as quickly as possible. That doesn’t change the fact that the experience fell short, and we take full responsibility for that. We’re already reviewing internally how to better handle similar cases, especially during weekends, so we can provide faster and more flexible resolutions without putting customers in this position. We truly appreciate your feedback, even when it’s tough to hear. It helps us improve. With sincere apologies, The wetracked.io Team

Hi Eduardo, Thank you for taking the time to share your experience with us, we truly appreciate it, even when it’s difficult to read. We’re really sorry to hear that the results didn’t meet your expectations. We completely understand how disappointing it is to try a solution aimed at improving performance and not see a measurable impact in conversions or sales, especially when that was the main reason you gave it a shot. You’re absolutely right to expect that the outcomes align with what’s communicated. While our goal is always to improve tracking accuracy and provide stronger data for ad platforms to optimize with, we also know that if that doesn’t translate into visible results on your end, it can feel like it missed the mark. In some cases, the impact of improved tracking depends on how the data is being used within your ad platform (for example, optimization settings, attribution windows, or campaign structure). That said, we don’t want to make assumptions about your setup, and we’d really value the opportunity to look into this properly with you. We’d be more than happy to have our technical team review your configuration in detail to: -Audit your current setup -Check event tracking and data flow -Ensure everything is configured correctly -Identify any potential gaps or missed opportunities -Help you get the most out of the platform If you’re open to it, we’d love to connect you with our technical team, offering the opportunity to go through everything together, on a call, to make sure your setup is fully optimized for performance and growth. Also, thank you for acknowledging the free trial, we’re glad you were able to test things without financial risk, even if the experience didn’t deliver the value you were hoping for. If you’re willing, please reach out to us at our live chat, from within our app, and we’ll prioritize this for you right away. We genuinely hope we can turn this around for you. With sincere apologies, The wetracked.io Team