gelatosupport

Hi All,

Thanks for the feedback. As a result, we have now added support for multisite to our plugin.

Please ensure you have updated to the latest version of the plugin (1.1.0) and don’t hesitate to let us know your thoughts!

Team Gelato

Hi there,

Apologies for the delay in officially responding here, our team reached out directly, and I also responded to your other post, so we hope you received our messages and solution.

Please don’t hesitate to reach out to us at [email protected] and we’ll do everything possible to make sure your connection is up and running if needed.

Best regards,
Kyle
Customer Service Manager

Hi there,

First of all, we’re really sorry that it appears you’ve had some trouble syncing orders from your store. Our tech team has been making some major improvements in the recent weeks to make the process much more stable, but it looks like we still have room to improve in this regard.

Would you mind reaching out to us at [email protected] with a copy of the health check and webhooks as per our Help Centre article here and we’ll do everything possible to turn this around and provide you with a 5 star experience.

Please note: only paid orders are imported to Gelato, so it would be great if you could also send us details of the order placed on WooCommerce.

Once again, we’re very sorry that you’re experiencing trouble with the import of orders and we remain committed to getting this fully functional for you.

Best regards,
Kyle
Customer Service Manager`

• This reply was modified 2 years, 2 months ago by gelatosupport.

Hi Yvan,

Thank you for this valuable feedback, and for the review – we’re very glad to hear you’re pleased with the integration, and acknowledge that we still have some improvements that we can make!

We’ve passed this specific feedback onto our product managers who have taken this into consideration, and will make it part of our integration roadmap. To provide some visibility, we’ve been making some major improvements regarding stability in the last few weeks, and have some further on the way in the near future. In the short term we have a couple of plans to make publishing and product management smoother, then will be looking at these further suggestions, as well as some others which have been mentioned in other threads.

Once again, we’d like to sincerely thank you for this feedback and we look forward to growing together.

Best regards,
Kyle
Customer Service Manager

Hi there,

Apologies for the delay in responding here, our team tried finding you and reaching out directly, so we hope you received our message and solution.

First of all, we’re really sorry that it appears you’ve had some trouble connecting and syncing your store. I’m pleased to say that our tech team has made some major improvements in the recent weeks which should make the process much more stable, so we hope you can note the results. We have further improvements planned in the coming weeks too, so we hope the experience is now more in line with your expectations.

If you didn’t receive our previous email, please don’t hesitate to reach out to us [email protected] and we’ll do everything possible to turn this around and provide you with a 5 star experience.

Best regards,
Kyle
Customer Service Manager

Hi there,

I’m very sorry to hear that you aren’t satisfied with our service and support. Our shipping is usually very fast thanks to our global network of printers, so it’s strange to hear this, and we’d love the opportunity to investigate this further.

We want to ensure that we can come up with a solution for you, but unfortunately aren’t able to find you in our system with the current information. Could you please reach out to me at [email protected] so we can discuss this further and work on improving from this?

Best regards,
Kyle
Customer Service Manager

Hi Christoffer,

Apologies for the delay in officially responding, I saw our team had already escalated this and were handling this directly with you.

First of all, we’re truly sorry for the painful experience in getting you up and running, and that we couldn’t resolve this faster for you with our Customer Support team.

I’ve had a look at the recent orders and can see that they’ve been quickly delivered, most of the time ahead of schedule. I hope you are now more satisfied with our service, and that it’s in line with the expectations that we aim to deliver on.

I’m going to reach out directly with my contact details to make sure you are completely happy and to see if there’s anything further we can do to improve and turn your initial experience around.

Best regards,
Kyle
Customer Service Manager

Hi again,

Thanks for your patience.

Our team has now confirmed the fix is in place and everything is now working as expected.

If you have any further questions don’t hesitate to reach out, we also have a live chat available through our help centre: https://gelato.com/en-US/contact/

Best regards,
Kyle

Hi,

We’re sorry for the difficulty with this.

It looks like the recent WordPress update broke the connection process with our integration. Our technical team is aware of this and are working on the resolution as we speak, we should have it back up and running soon. We’ll let you know once it’s been solved.

Apologies again for the resulting delay.

Best regards,
Kyle
Customer Service Manager

Hi,

Apologies for the back and forth while we worked out the exact cause of the issue.

I can see that we’ve now confirmed that the cause is that your store is under maintenance mode, and while the store isn’t “active” WooCommerce API is not available.

If you have any further questions please feel free to reach out to us again, or alternatively, you’re welcome to contact me directly via [email protected]

Best regards,
Kyle
Customer Service Manager