Marg Orderhive

I only used it for Inventory. Takes some time to setup and get used to, besides a few issues with syncs, it works most of the time.

Since I only use it for inventory I had to figure out how to complete orders because you can't edit a product if there are outstanding orders with that product in it. Started manually completing orders and this was a pain and time consuming, finally figured out how to create an automation to complete orders but it doesn't work all the time.

I wish there was a mobile app or a mobile friendly version of the site.

I started using OH in 2017. I only use it for inventory. Last year they made some pricing changes and they said if I changed to annual billing I could renew my account for $600 for the year. All year long since then the Billing page on my account has said that my plan would renew at $540 per year and it also specifically states on the Billing page that 20 integrations are included.

A week or so ago I noticed that in March they had charged me $1080 for renewal. I was confused because why would they charge me DOUBLE what's been shown in my account all year without any prior knowledge or approval. I reached out to customer service and was told that the $1,080 charge was correct and I should know this. I still don't understand how it is correct or how I should have known when my Billing page that clearly says "Lite $540 / year, Renews 15-03-2020" and "Current Plan Limit: 20 integrations" (I hope you can see the screenshot I uploaded)

I guess in an effort to try to justify the price increase and surprise billing, they start telling me that I should know that my account has limits and that I have gone over those limits. But how would I know this?! I keep asking how would I know, how would I know that what my Billing page is incorrect, and they still can't answer this question. My Billing page says Current Plan Limit 20 integrations, I have 4 active integrations but they say my plan only allows for 2. They said I have a 200 order limit per month but I go over that. I get a about 300 orders per month. I was not aware of any limits beyond the 20 integrations.

Then they kept saying you had 3,000 orders in March. I was so confused, I've never had thousands of orders in 1 month. Since they kept mentioning this one 3,000 order month several times I finally kept asking questions and showed them screenshots from Shopify as proof and figured out that the 3,000 orders was due to me importing all of my WooCommerce orders to Shopify. When we finally figured that out the sales rep Mirant made the statement, "It is your fault for transferring orders to Shopify when you already had them in WooCommerce". What????? The whole point was to get all of my orders in Shopify so customers could see everything there. I don't understand how my account has all these limits according to them but there has never been any warning or notification about going over the limits so I really had no clue that there were any limits, they never communicated them or enforced them. But now that I complain about being charged DOUBLE what my account has said, now they want to tell me about all these limits that I went over that I didn't know about.

After going back and forth with Mirant via chat on this for a 2 or 3 days and having him take no responsibility or accountability for what my account Billing page clearly states, I started getting emails from Shikha who also stated that I should have known my account limits, all I had to do was click Change Plan on my Billing page to see what was really included. I asked why would I click Change Plan to check the plans if I can do everything I need to do and I don't have an issue with the info and price listed on my Billing page?! To which Shikha responds "its just a button click and none of our customers have ever complained for clicking a button to see what all are they eligible for in their plan". So again, you don't communicate or enforce any limits and it's my responsibility to know my Billing page is incorrect and that I need to go to the Change Plan page to see my plan limits even though my account seems to let me go over them??? This doesn't even make sense.

Anyway, at this point I really don't trust them at all because they keep putting the responsibility on me to somehow know what they never told me or enforced. Shikha eventually says they made a mistake for not letting me know the renewal price and they are correcting this by giving me these plan options:

$600/yr for unlimited orders and 2 integrations

Shika said just deactivate the additional 2 integrations you have. Ummm.... I don't want to deactivate any integrations. I have been able to add a remove integrations with no problem for a long time. I have 4 active and 4 inactive in my account right now. And my Billing page has said and still says 20 integrations included.

$540 for unlimited integrations and order limit of 200 per month

Last month I had a little over 300 orders. I'm not giving a company that surprise billed me and tried to justify it for 2 days without any sort of acknowledgement for incorrect information on my Billing page and insisting that I should know... I'm not giving that company the opportunity to surprise bill me again. Plus since they never seem to actually enforce or notify of any limits and put the responsibility on me to just know, I would hate to have another issue with importing or exporting orders and it triggering a huge charge I wasn't expecting.

I really didn't want any plan that with them moving forward that could justify them surprise billing me again. I simply don't trust them.

After cancelling my account and requesting a refund, they offered:

$600/yr for unlimited integrations and 500 order limit + $0.30 per order over.

Had this been offered in the beginning without placing all of the blame on me, I might have agreed to this but at this point I just don't trust them.

Even though I might not get to 500 orders in 1 month, I still don't like that they can't honor what my Billing page has said and what my account has been able to do which is unlimited orders and 20 integrations. I simply don't trust them and feel like very much intend to structure anything they offer in a way to surprise bill me with additional fees in the future. And since I have been able to do all of these things they say I have limits on in my account with no limit enforcement, warning, or notification whatsoever, I don't think they have anything in place to help you monitor and approve any extra charges beforehand.

Perhaps I am asking too much but I really only want what I thought I was paying for and what the Billing page clearly states. Anyway, I still do not understand why they do not take full responsibility and accountability for misleading information, not enforcing or communicating limits to customers, and charging customers DOUBLE what their account says they will be charged. My account still says it will renew 15-03-2021 at $540 per year and Current Plan Limit: 20 integrations They still haven't fixed it. Why would I assume the info on my Billing page is incorrect?

I just looked at my bills and see that my plans that are on the plan listed on my bills have gone from Professional, to Starter, and the bill when I renewed last year at $600 for the year says Starter Annual; the renewal where they charged me $1,080 also says Starter Annual. So, they have been telling me about all these limits on my account, 200 order limit, 2 integrations, 1 user; But the Starter Plan listed on their website says unlimited integrations, 1200 orders, 3 users. ??? They really don't have their stuff together. So who is right, Mirant and Sikha or the OrderHive website?

I will get my new inventory system setup and request a refund for the 2nd time. They want to refund me based on the $1,080 price charging me $200 for the 2 months I have used since being billed in March when this pandemic started. Had I seen it in March I would have canceled shortly after that. But I believe the prorated charges should be based on the $540 price that the Billing page in my account has said all year and still says ($540/yr). So they should charge me $45 for each month, total $90, and refund me $990. We will see how that goes.

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?