Pricing FAQs

1. What is a cycle?

Customall tracks your orders over a 30-day cycle that starts the day you install the app. Each cycle lasts for 30 days. If you're on a Customall plan, you get a certain number of free orders each cycle, and your order count resets to zero at the beginning of the next cycle. For example, if you install Customall on May 1st, your first cycle will go from May 1st to May 30th, and the next one from May 31st to June 29th.

2. Do I get charged transaction fees for products that aren't created by Customall?

No, you won’t be charged for all items. Customall only charges for items created using our app.
E.g., if you receive an order with two items - a regular T-shirt created in Shopify and a personalized mug created in Customall - we will only charge the fee for the mug.

3. What does it mean by "Free first xx orders"?

This means you can generate xx orders every 30 days without extra transaction fees, according to your plan.
E.g., if you're on the Starter plan, which includes the first 100 orders for free and a $0.6 transaction fee per order, you won't pay extra for the first 100 orders each cycle. From the 101st order, you'll be charged a $0.6 transaction fee per order. When a new 30-day cycle starts, your count resets, and you get another 100 orders free.

4. Why does Customall calculate transaction fees as a fixed fee instead of a percentage of the order's value (AOV)?

Adopting a win-win mindset, Customall views its role as supporting personalized sellers in establishing personalized products and creating high-quality, accurate print files for buyers. Therefore, Customall charges according to a fixed cost model, rather than calculating pricing based on a percentage of transactions, to ensure fairness for sellers.

5. How is a valid order defined by Customall when it is created using the app?

A valid order is recognized when a customer successfully creates an order with a product launched through Customall. Each successful order is added to your order history, which you can view on the Order's page within our app.

6. What will happen if I UPGRADE to a higher plan during my current cycle?

Subscription
At first, you will have to pay for the full price of the new plan, but the remaining amount of the unused days of the old plan will be refunded to your credits after a few days by Shopify.
Customall uses Shopify Billings to automatically calculate the amount to pay for a subscription. For more details about how this upgrade process works, please read more in this article on Shopify.

Orders
The number of free orders in your current cycle will be extended to the corresponding number in the higher plan. Your usage (number of orders generated) in the current cycle remains the same.
E.g., You're in the Starter plan and you have used 99 orders in the total of 100 free orders. You upgrade to the Growth plan. Then you have 500 free orders but still have used 99/500 free orders for the ongoing cycle.

To avoid extra transaction fees, consider upgrading to a higher plan before reaching your limit of free orders. If you've already been charged for additional orders, upgrading will only prevent future charges. Charges for past orders cannot be refunded.

7. What will happen if I DOWNGRADE to a lower plan during my current cycle?

Subscription
At first, you will have to pay for the full price of the new plan, but the remaining amount of the unused days of the old plan will be refunded to your credits after a few days by Shopify.
Customall uses Shopify Billings to automatically calculate the amount to pay for a subscription. For more details about how this upgrade process works, please read more in this article on Shopify.

Orders
The number of free orders in your current cycle will be shortened to the corresponding number in the lower plan. Your usage (number of orders generated) in the current cycle remains the same.
E.g., You're in the Growth plan and you have used 400 orders in the total of 500 free orders. You downgrade to the Starter plan. Then you only have 100 free orders but still have used 400/100 free orders for the ongoing cycle, which means you will be charged a transaction fee for the next order (from the 401st order).

8. What if I have over 15,000 orders/month?

Congratulations on your rapidly growing business! If you have over 15,000 orders per month, please contact us immediately via email at ultraenterprise@customall.io. We will respond and discuss with you to determine the best options for you.

9. What will happen if I CANCEL SUBCRIPTION the store during my current cycle?

When you click on Cancel Subscription:
Your current subscription will be cancelled immediately.
You won't be able to push products to the store and load products on the storefront.
The data and App Balance will be retained until you choose another plan.

10. What is App balance?

Definition: App balance represents the amount of money that a user accrues when they downgrade their subscription plan. This credit is stored in the user's account and can be used towards future subscription payments.
How App balance is Accrued: When a user downgrades their plan (e.g., from a premium to a starter plan), they may have already paid for the higher-tier plan. The difference in cost between the higher-tier plan and the downgraded plan is converted into App balance and added to the user's account.
E.g., If a user has paid $159 for a premium plan and then downgrades to a starter plan costing $19, the $140 difference ($159 - $19) is added to their App balance.
How App balance is Used: The App balance is automatically applied to the user's next billing cycle. This means that the credit will reduce the amount the user needs to pay for their subscription renewal.
E.g., If a user has an App balance of $60 and their next month's subscription fee is $79, the App balance will cover $60, and the user will only need to pay the remaining $19.
Benefits of App balance:
Flexibility: Users have the freedom to switch between plans without losing money already paid.
Cost Savings: The App Credit ensures that users get the full value of their previous payments when they change to a lower-cost plan.
E.g., Downgrade from Premium Plan ($159/month) to Starter Plan ($19/month). Remaining credit after downgrade: $140 (added to App balance). In the next billing cycle, the Starter Plan fee is $19, the applied App balance is $19, and the amount the user needs to pay is $0.

Updated on: 28/05/2024