Pricing Plans FAQ

ONE Pricing Plans FAQ

Q: What counts as an "Active Customer"?

A: Any customer with a known profile (specifically identified by either phone and/or email) and has placed an order, abandoned a cart, viewed a product or has explicitly consented to receive marketing. Although ONE tracks, stores, and manages all your customers including anonymous profiles and profiles that do not accept marketing ONE bills for only known customers who are active.

Q: Why am I being billed for "Active Customers" that your app didn't help collect?

A: Even though our platform's opt-in popups might not have helped collect your current contact list, our system still needs to make sure we're syncing and processing a lot of data related to your contact list along with other uses for that data. Here are a few examples:
Sending emails to all or segments of your email subscriber list
Setting up opt-in pop ups in such a way so that existing users are not eligible for new customer discounts
Using the order data that already exists in your store to showcase relevant information in the social proof notifications

Pro Tip: If you believe your store is seeing a very high price for an unknown reason or if you'd like to negotiate discounts, please don't hesitate to book a call with our success team HERE

Q: What counts as an "Active Campaign"?

A: An active app campaign is anything on the ONE platform that can be published. As a quick overview, the following would count as an active app campaign:
Scheduling or publishing opt-in popups or social proof campaigns
Scheduling Email or SMS broadcasts
Publishing Email or SMS automations (Including Linked Email Automations)
Publishing One Click Upsell Offers

Please note that the following do NOT count as an Active Campaign:
Drafts of Popup Campaigns
Drafts of One Click Upsell Offers
Drafts of Email or SMS automations
One Click Upsell Variations

Q: How does billing work?

A: If you have installed us through the Shopify app store, then billing is done through your Shopify account and as a result there's no need to manually enter your credit card into our system. If you install ONE on your website outside of Shopify's app store, then our billing is handled through Stripe. In this case, you will need to enter your credit card information, but since the billing and payments is handled through Stripe, we never actually see your credit card details. In both cases, billing is done monthly and pays for the following month. In other words, if you pay on May 1st, then you are able to use the ONE platform for the next 30 days through May 31st.

Q: Can I change plans at any time?

A: Yes, you can upgrade or downgrade your plan at any time. If you downgrade your plan in the middle of your billing cycle, you will be credited the difference to be applied to your future bills automatically. If you upgrade your plan, you will be responsible for paying the pro-rated difference in prices for upgrading the plans. If you have any questions on your bills, please don't hesitate to reach out to our live chat team, and we'll look into it immediately

Q: Do I have to sign a long term contract?

A: Not at all! With ONE, you don't have to make any long term commitments or long term contracts. You can simply install the app and pay for the months when you want to use it.

Q: Is there any tax included in your pricing plans?

A: We do not charge any taxes on top of ours states prices. However, if our billing goes through platforms (such as Shopify), then they may add on additional fees and taxes.

Q: What does the Dedicated Campaign Manager do?

A: The dedicated campaign manager is available for you to schedule Zoom sessions and have a strategic review of all of the apps that you have enabled on your website. They'll be able to help you work through all of the analytics that our platform collects and suggest optimizations to your campaigns to help increase your conversion rate over time and generate more revenue for your store!

Q: Is the price that I see inclusive of everything?

A: The monthly price that you see is inclusive of everything except our SMS platform, which is more "pay-as-you-go". For more details on how SMS billing is determined, please check out this article: How do SMS Credits Work

Pro Tip: If you need custom pricing for your store, reach out to support team and we'll see what we can do for you!

Updated on: 05/08/2024