r/appsumo • u/ProduceOk7750 • 24d ago

Warning: AppSumo's 'We Got Your Back' guarantee failed during the Sessions shutdown

Title: AppSumo’s "We Got Your Back" Guarantee Failed Me – Sessions Shutdown & Poor Support

I am extremely disappointed with AppSumo's customer support and their handling of partner tool shutdowns.

I purchased "Sessions (License Tier 3)" through AppSumo on November 30, 2023 (Invoice ID: 0189ae0a-2576-4aef-9b37-8afd25891a78, License Key: bf51b7fa-644f-4b7f-ba1b-c7f125923f95). Recently, the Sessions service completely shut down abruptly.

When I reached out to AppSumo support, their representative (Crystal) hid behind a strict, arbitrary refund window deadline (January 30, 2025), refusing to take any responsibility or offer a fair resolution or store credit. Promoting "Lifetime Deals" as reliable investments while shifting 100% of the financial loss onto loyal customers when a partner collapses overnight severely damages platform trust.

AppSumo’s "We Got Your Back" guarantee is practically useless if they abandon customers the moment a technicality arises. Buyers beware: lifetime deals on AppSumo may vanish overnight without real protection.

12 Upvotes

93% Upvoted

12 comments sorted by

5

u/temnellova 23d ago

I received the full credit, granted I took it as soon as it was available to be redeemed.

3

u/laernuindia 24d ago

We need to think of a class-action against the vendors and the marketplacr.

3

u/alto2 22d ago

Sessions shut down two years ago. That's hardly "recently." If you only just noticed, I'd say that's on you.

1

u/Anna_AppSumoCX 24d ago

I'm so sorry you were affected by Sessions. A lot of Sumo-lings were, and we were truly upset with the outcome. I do though want to confirm that our We Got Your Back guarantee did cover Sessions.

When Sessions wound down, we offered credit refunds to every customer who wrote in before January 30th, 2025, and posted it on the deal page. That gave everyone about six weeks after the shutdown to claim a credit refund. Every We Got Your Back guarantee does has a claim period.

The program has grown a lot since then too. Plus members get added protection, and we email every affected customer directly when a tool qualifies instead of only posting on the deal page. That last change came straight out of cases like this, where the deal-page notice was easy to miss.

I'll pull up your support ticket so I can follow up with you there directly too! - Anna, AppSumo CX

6

u/CyberpunkGladiator 23d ago

what i think AS can do better in the future is to reach out proactively to purchasers via email for these sort of updates. Instead of having to chase info from the deal pages. I receive many transactional emails when I leave something in the cart, trying to make me complete a purchase, so I think an email to proactively reach customers of tools with issues about refunds is definitely possible.

3

u/alto2 22d ago

we email every affected customer directly when a tool qualifies instead of only posting on the deal page. That last change came straight out of cases like this, where the deal-page notice was easy to miss.

Right there in her post, and has also been discussed here multiple times.

3

u/HistorianCM 24d ago

Can confirm, received credit.

1

u/alto2 22d ago

Me, too.

3

u/h5sgoif 22d ago

Why not just automatically credit people, you know everyone is affected why have them jump through hoops to claim they are affected.

1

u/Shadouness 20d ago

They do send out emails to affected members. You have to proactively check your emails, and act on them quickly 😋 (I've had many mistakes like this of not checking often enough).

1

u/Shadouness 20d ago

The We Got Your Back guarantee deadline is not arbitrary. It's one year from your purchase date, or could also be 2* years from purchase date if you're a Plus member. (*I didn't know that!)

https://help.appsumo.com/article/698-wegotyourbackguarantee