Lucky Orange Heatmaps & Replay

Thank you for sharing your feedback. We genuinely never want a price adjustment to feel like a surprise, and we understand that a transition from a legacy plan is a significant change.

To ensure our long-term users have time to prepare, we send notifications in advance for any plan changes detailing any updates and inviting questions. Our priority was keeping your data tracking seamless. To prevent any service interruptions, we moved you to the plan that most closely matched your existing allotments.

When you reached out, it became clear you were looking for a smaller plan. Our team immediately offered to "right-size" you to a plan that better suited your budget and needs, while offering to credit the difference.

Regarding the PayPal dispute, once a formal chargeback is opened, the funds are held by the processor. To avoid the complications of a "double refund" (which can happen if a manual refund and a processor-led reversal collide), we typically have to wait for the arbitration process to conclude.

While we suggested closing the dispute to speed up a manual refund on our end, we understand your preference to maintain PayPal’s buyer protection. To resolve this for you as quickly as possible, we have already processed a full refund for the charges in question.

We value the time you spent with us. If you’d like to discuss a plan that aligns with your current needs and budget, please reach out to us at support@luckyorange.com. We’d love the chance to welcome you back.

Regards - Will from Lucky Orange

Thanks for taking the time to leave us a review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Thanks again for your review, and don't hesitate to reach out with any questions!

Cheers - Jordan from Lucky Orange

Thank you for your review! Seeing exactly what your visitors and customers do and experience on your website through session recordings can make all the difference in improving your website and growing your business. Again, we appreciate your review, and we're here should you need anything else!

Cheers - Will from Lucky Orange