Lucky Orange Heatmaps & Replay

Lucky Orange has been extremely helpful for understanding how customers use my store. The session recordings and heatmaps make it easy to see where shoppers hesitate, what they click on and where improvements are needed. It has helped me identify issues I would never have noticed otherwise. Easy to use and a valuable tool for any Shopify store owner.

We normally receive around 1,000 to 2,000 website visitors per month. Over just a few days in August, we were hit with tens of thousands of automated bot sessions, and Lucky Orange counted that traffic toward billable usage.

That resulted in nearly $600 in Lucky Orange-related charges in one month, which is roughly what we had budgeted to spend on the service for an entire year.

We contacted Lucky Orange on August 8 after the first bot-related charge and specifically asked for help preventing automated traffic from consuming our billable usage again. Despite that, we were charged again on August 30.

What followed was more than a month of confusing support responses, unclear refunds, and repeated difficulty getting the two billing events properly addressed. They eventually refunded one $235 usage charge but refused to refund the other.

We have now cancelled Lucky Orange because we no longer trust the billing to be predictable, and the customer service and communication problems became irresolvable.

We intend to continue addressing the remaining disputed charge through Shopify and our payment provider or bank.

The analytics product itself has useful features, but small businesses should be very cautious about bot traffic, automatic usage billing, and spending limits.

Lucky Orange is great for gaining insight into how visitors interact with our website and where we can improve. The customer support has also been very helpful. Justin took the time to investigate a tracking issue with our Shopify setup and clearly explain what needed to change. Really appreciate the support and personal attention!