SendOwl Recenzje 158

Odpowiedź od SendOwl

14 maj 2025

JH, we notified all users a few times that we were no longer supporting the free SaaS + 5% plan (which you were on), and would migrate folks to the lowest cost plan. If the new pricing doesn't work for anyone, and they missed the notification and were charged, we are refunding no questions asked. We appreciate your trying SendOwl; please contact support for your refund if you have not already.

Odpowiedź od SendOwl

Zaktualizowano 20 maj 2025

Updated:
Thanks for the update, and we’re glad the situation was resolved with a refund which is our standard policy in this situation. To clarify, that outcome had nothing to do with your Trustpilot review. Our support team issued the refund following internal review, as we do in any case where it’s appropriate — regardless of whether a review is posted and as we verified you were never refused a refund.

Your original review was removed because we flagged it as inaccurate and untruthful, and we provided the relevant documentation to support that. We will begin the same process again here.

After 15 years, including many free plans and absorbing the costs to support them, we had to move to a more sustainable pricing model. We provided a minimum 30-day notice via email and in-app banners. Like many platforms, if you keep your account open and in good standing, it’s billed under the current terms — which are transparently communicated and accepted upon continued use.

That said, we understand that pricing changes can be frustrating, especially for users who weren’t actively using the product, and we do our best to handle those situations fairly — just as we did in your case.
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Hi, we did not refuse a refund. Any merchant who writes in asking for a refund after their first billing date and wanting to cancel is being refunded no questions asked.

Odpowiedź od SendOwl

11 maj 2025

Hi— Ben here (COO). I'm sorry to hear you had a frustrating experience. I want to clarify a few important points for anyone reading.

The final step of closing an account prompts users to email us not to delay, but to protect your data and ensure safe closure. Once we receive that request, we generally process it in under 24 hours, and we always honor refund requests for any billing that occurs during that short window. Immediate shutoff would mean your customers lose access to their downloads and you lose your data on the spot — which is something we've seen go wrong for sellers in the past, so we handle it with care. We are actively working on some additional product features to make this more seamless.

We did send multiple notices about pricing changes, and while we understand not everyone agrees with the new rates, this is the first significant change in over 15 years. We’ve tried to be fair and transparent throughout, and in your case, we would have gladly explored a discount or transition path had we heard from you before cancellation.

If there's anything still unresolved, feel free to reach out and we’ll make it right. Wishing you continued success wherever you land.

Odpowiedź od SendOwl

Zaktualizowano 8 maj 2025

Hi Vaughan I saw that after posting your review, you reached out to us directly which I personally replied to and am sharing a key point here for public visibility. Of course, we would have been happy to explain the situation and explore a solution tailored to your account — had you been open to engaging in a courteous and constructive way.

To clarify one key point: your review states you received no warning of the pricing change. That’s simply not accurate. We sent a detailed email outlining the update — including a link to the new pricing plans — on March 24th, followed by a second reminder on April 24th. The initial message was successfully delivered to your email address at 2025-03-24 18:01:26.092 UTC, as confirmed by our email provider’s metadata.

We always aim to be transparent and fair in how we operate, and we're here to support our users when concerns arise. We wish you the best with your business.

Odpowiedź od SendOwl

Zaktualizowano 7 maj 2025

Robert, we provided multiple notifications about the pricing change, and >30 days notice in your case. Further, our new pricing is aligned to market, and we have not done a pricing change in 15 years. This was a 1x market reset to be able to continue investing and running the business. We don't have plans for it to continue. All this said, we are happy to refund you if you don't plan to continue. Just write in to support.

Updated: I am looking at your support ticket and you were never denied a refund as far as I can tell? Can you point me to the place this was denied because 3 members of our team have looked and cannot find anything?

Odpowiedź od SendOwl

7 maj 2025

This is not the entire email or context. The email notes that you were on a *free* plan, and we simply are no longer supporting those free plans and you need to migrate to a paid plan or your account will not operate.

Odpowiedź od SendOwl

Zaktualizowano 3 maj 2025

Laura, updating based on your reply to ensure folks reading this have a viewpoint from both sides.

The 30 day pre-change email highlighted and bolded the following:

"Check out the details below - please read carefully as the following contains critical information about ensuring your products are listed in the marketplace and your new pricing." and "Realignment of our pricing model".

And, we emailed folks 1 day before the actual change with another email that pricing was now changed and gave people another chance to cancel.

Additionally, we are giving refunds if folks did not know about change and were billed and want to leave.

Finally, we never said we gave 2 months notice. We said we updated our pricing 2 months ago and provided 30 days notice from the actual change. The 2 months was irrelevant and should not have been noted (but when we aligned on the new pricing plans).

In our opinion, your review is not a fair representation of the facts and how we are treating customers who were not aware of the change - I'm updating so folks reading this have the context from our side as well.

Original reply (updated to remove irrelevant 2 month point of when our team decided on the new plans)
As I said, we provided 30 days notice a few times about the upcoming pricing change that took effect on April 24, 2025. All pricing is based on usage and/or features. Our legacy pricing was not sustainable, and we do feel our new pricing properly reflects the value we provide. And, we are working with all affected merchants to ensure they are taken care of, even if they decide to leave. We wish you the best.

Odpowiedź od SendOwl

28 kwi 2025

Summer, it is important people reading this know this is not a scam - that terminology is not a fair representation of our pricing. We very clearly outlined the pricing change and notified all users per our terms and conditions (provided 30 days notice to everyone). But as you note, for folks that do not want to move forward, we are doing everything we can to ensure they are being treated fairly. Did you write support to cancel and get a refund?

Odpowiedź od SendOwl

28 kwi 2025

Gopinath, thank you for using sendowl for many years. The 5 dollar plan was from 2010 or so, and we had not raised prices in 15 years. The pricing email clearly outlined the various tiers, what drove the tiers, and the price of each tier.

The 159/plan is mainly for merchants averaging ~70,000 USD in sales per year, or 37,000 orders. 159/mo for those levels is very much in line with market pricing.

Also to note, if you have lower sales or order volume, the majority of merchants have been able to decrease their costs by turning off certain features that they don't actually use to get to the 39/month plan (starter).

We wish you the best moving forward.

Odpowiedź od SendOwl

Zaktualizowano 27 kwi 2025

Dan, we thank you for your business, and for your thoughts. We're disappointed to see you go, but understand you have to do what is best for you.

In response to your review, we provided proper notice per our terms and conditions, and longer notice than majority of companies at our price points.

Also, our CEO also reached out personally regarding the increase to check in (can't tie to your account so do not know if we heard back, but of course feel free to reach out).

The plan you are on is a one of our larger plans with the average merchant on this plan selling 350,000 USD per year of digital products and/or 175,000 orders per year. Our effective fee on that is 2% of sales, or 4 cents per order. This is more than reasonable and independent of the magnitude of the price increase - our legacy fee was nowhere near market or sustainable.

The argument that the increase was done and no value was added is not fair as evidence by: Webspot free access, 5 new beta programs, the marketplace, review products, and more. That said, new features were never meant to help justify the price increase. The price increase was done to build a sustainable business model and invest in the future vs run unprofitably.

Many customers are happy to pay this fee based on the merchants who have migrated. That said, we totally understand it does not work for you, and we're sorry to see you go. We know these changes can be difficult, and we are wishing you many years of success.

Odpowiedź od SendOwl

Zaktualizowano 27 kwi 2025

I want to personally thank you for taking the time to share your thoughts, even though I’m obviously disappointed to hear you’re leaving us on these terms, Nick.

In response, we stand by our decision to price to market and run a sustainable business at fair market pricing for a product that is reliable, scalable, secure, and always on. That doesn't make it any easier and we certainly can appreciate you are upset.

We will do whatever we can to help you and other merchants transition to a lower cost platform.

Odpowiedź od SendOwl

25 kwi 2025

Thanks for taking the time to share your concerns.

I want to clarify that we did send advance notice regarding these changes, both on March 24th outlining the new plans and timelines before any updates were made, and again on April 24th highlighting the changes. Our goal was to be as transparent and proactive as possible to help minimize any surprises.

Regarding your specific account: while I can’t see individual customer details here on Trustpilot for privacy reasons, I can confirm that accounts were migrated to the lowest cost plan that met their actual usage and requirements. In your case, it sounds like the Standard plan was the minimum plan that matched your usage at the time.

If you’d like more specifics about how your plan was selected — or explore if any adjustments are possible — please reach out to our support team directly. We’ll be happy to walk you through the details.

Odpowiedź od SendOwl

25 kwi 2025

I want to personally thank you for your loyalty over the years and for taking the time to share your thoughts, even though I’m obviously disappointed to hear you’re leaving us on these terms.

While I completely understand that a price increase of this size feels sudden, I want to be very clear: after more than 15 years of largely unchanged pricing, we had to reassess how our plans aligned with the growing needs and costs of running the platform. We understand that long-standing pricing can feel like the "right" baseline, but over time, adjustments are necessary to ensure we can continue to support all users effectively.

We didn’t make this decision lightly, and we provided a minimum of 30 days' notice in line with industry standards (and frankly longer than most). That said, I fully accept that no amount of notice or explanation would feel good when facing this kind of adjustment.

As for building your own solution — we absolutely respect and admire that. Our mission has always been to empower entrepreneurs, whether that’s through our platform or tools you create yourself. That’s a success story in our eyes, even if it means parting ways.

We’re grateful for the years you spent with us, and while we’re sorry to see you go, we wish you all the best in whatever you build next.

Odpowiedź od SendOwl

25 kwi 2025

Hi Peter -- we are in business to help our users grow and run theirs. Price increases are always painful, especially in this case where it was the first time in 15 years and was a broader 1x readjustment. We are sincerely doing our best to work with everyone to find solutions wherever possible. That goes for you as well if you would like to right into our support team.

Odpowiedź od SendOwl

23 kwi 2025

Hi Candy – Ben here (COO). I'm truly sorry to hear you feel this way. First and foremost, I want to be absolutely clear: we deeply value all of our users—regardless of size—and especially those who have been with us for many years.

While I can't 100% confirm based solely on your name, based on the facts you've shared, I believe we spoke directly via our support system. From that interaction, I recall a positive and respectful exchange, so I’m disappointed this is the route you’ve chosen to take publicly.

I’ve reviewed your situation thoroughly. While I regret that our empathy may not have come through as clearly as intended, here’s what I understand to be the facts (and of course, feel free to reach out to support with your admin email or account number if any of this is incorrect):

1) We provided public notice of the pricing update well in advance—exceeding industry standards. As noted elsewhere, this is our first change of this kind in 15+ years.

2) We proactively reached out multiple times during the transition period to ensure customers weren’t caught off guard.

3) When you contacted support, we responded in under two hours.

4) We clearly explained why your account was set to be moved to the Pro plan at $159/month—well below the rate you referenced—and offered straightforward steps to adjust your plan to better meet your needs at a lower cost.

5) When that option didn’t work for you, I personally made an exception, based on your long-standing loyalty and account specifics, and offered help with your transition. I had hoped that gesture—and the confidentiality surrounding it—would be respected.

6) When that too was declined, I went out of my way to facilitate a smooth, uninterrupted transition for your business.

We fully understand that pricing changes are rarely welcome. You’ve been on the same pricing for over 10 years, during which time our platform, features, and support have all evolved significantly. Your response assumes that the rate you’ve been paying remains “fair” for your current usage and the value we provide—but that assumption is simply not accurate. We have a responsibility to price our services in a way that reflects both their value and the costs required to sustain them, and we stand by the changes we’ve made.

We wish you the best in whatever direction you choose next. That said, we felt it was important to provide the full context for others reading along.

Odpowiedź od SendOwl

Zaktualizowano 21 kwi 2025

Our pricing is in line with market for comparable services, although of course you can find apps that cost less.

That is not a fair comment about "being threatened with a mystery fee" --> this is 100% not intended for you as you are aware of the fee change so it is not relevant to you. This is for folks that don't accept new terms so their app does not get cut off.

It would not be fair to all customers switching to new plans at new pricing otherwise (that are aware of new pricing). This is solely to make sure folks either migrate or pick a new plan.

Odpowiedź od SendOwl

18 kwi 2025

Hi Dean; thank you for the review and for acknowledging our old pricing was low. I wanted to also note we do have a 39/mo plan that might work for you and others looking to stay. I would be remiss not to mention our #1 goal of this increase is to retain as many customers as we can, legacy customers of course included. Finally, this is the first time we have migrated any legacy customers to new pricing in our 15 year history. If you would like to find a way to stay, please reach out to support@sendowl.com and ask to speak with a member of our leadership team.

Odpowiedź od SendOwl

16 kwi 2025

Grace, we provided 30 days notice per our Terms of service, and this is more than many companies have done in the past, including Gumroad.

Further, for folks that write in that 30 days is not enough time, we'd been more than willing to find a solution to transition amicably (even i means more time to transition). If you wrote into support and asked for more time, and did not receive it, I will look into it as that is not our intention. Otherwise, pls do write support and we can find a way to help.

We want to be very clear - every merchant that has written in to support has been able to walk away feeling good about the outcome.

A note on pricing: our price was way under market before. There is no way to make you feel better about the increase, but in order to continue doing business it was required. And, it was the first time in 15 years we have migrated people from legacy pricing to new pricing.

Odpowiedź od SendOwl

7 kwi 2025

We are absolutely grateful for your business; I cannot see your account details and therefore cannot look at your support interaction to determine what was said or done. That said, if you wish to reach back out and request speaking to Ben or Matt, please do and support will forward your note to one of us (CEO or COO). For the vast majority of our merchants, new pricing is very much in line with market; that said, we understand this change is very difficult and new pricing does not work for everyone and we will work with you to ensure a seamless transition to new pricing or finding a better alternative. Please do consider reaching back out.

Odpowiedź od SendOwl

27 mar 2025

Thomas, we are asking people to contact support because we want to be 100% sure folks know how to properly close their account, because once this is one, it is not reversible and we'd hate for that to happen as a mistake. And, all digital product platforms cut off access to downloads if you are not paying, otherwise we'd be providing services for free. Further, the new pricing is very much in line with market. While we are disappointed in your review, you know where to find us if we can be helpful in any way as you transition. We allow you to export your orders to seamlessly move to a new platform. We wish you all the luck.