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Frequently Asked Questions

Frequently Asked Questions

Are there any other fees?

No, we will not charge you for more than the per contact price based on your database size outside of the cost of text messaging. 

We provide you with the ability to send and receive both SMS and MMS* messages across various tools within our portal. If you do not send or receive any texts then you are not billed a base cost for texting services. 

We do have a minimum monthly charge of $295 which covers access to the entire platform for up to 29,500 contacts, with unlimited email send. Once your database exceeds the 29,500 mark, you will be charged 1 penny for every contact over that amount.

Can I remove contacts?

Yes! You are able to remove contacts from your database without removing them from your Shopify account. 

Many of our clients do not want to pay for contacts that have not interacted with their brand for a specified amount of time, or fall into a certain category. 

We provide you with the tools needed to clean up your database and ensure you are only paying for what is going to drive the most revenue to your business.

When will I be charged?

Any charges related to using the Patch platform will be sent over and billed to you through Shopify. 

We will not bill you externally for any charges related to using our service. We will send over your usage charges to Shopify based on the date you upgrade your account with Patch. 

Shopify will include the usage charges we send over on the next invoice and is due on the same date as your Shopify bill. 

Please note, depending on when you sign up, and how that coincides with your existing Shopify billing date, although rare there may be instances where two sets of charges are sent from Patch to Shopify, and you could be billed for two months at once, but would usually be followed by the next month not having any charges.

Can I cancel my account at any time?

Absolutely! We’ll be sad to see you go but we understand we may not be the best fit for all businesses. Just reach out to our Customer Success team and they would be more than happy to help you cancel your account.

What type of support do you offer?

We offer FREE hands-on help to all of our customers. You have access to Patch’s Success Team who will help set up your account and provide ongoing personalized support to make sure you are getting the most out of Patch. 

We have your back with everything from account settings to your first automation, we will guide you every step of the way. You will also have ongoing tech support via our help desk, email, phone, extensive knowledge base, and live TextChat. 

Our Success Team and tech support are available during regular business hours, and we’re always monitoring Patch for any emergency issues.

Can you give me an example of how your pricing would work?

Your Patch bill has two parts, your monthly rate is based on the total number of contacts and then any text message usage charges.

The minimum monthly rate of $295 covers up to 29,500 contacts with unlimited email send.

Contact Pricing Breakdown
0-29,500 Contacts = $295/month
29,501 Contacts = $295.01
30,000 Contacts = $300

Text Message Rates
10,000 SMS sent/received = $100
1,000 MMS sent/received = $30

Invoice Line Items:
# of Contacts 31,256
# of SMS Sent/Received 6,236
# of MMS Sent/Received 1,496

Invoice Totals:
Contacts Subtotal $312.56
SMS Messaging Subtotal $62.36
MMS Messaging Subtotal $44.88

Total Charges sent to Shopify $419.80

It’s that simple!

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Automated Customer Journeys

Guide your customers through personalized experiences by automating interactions based on their behaviors, whether they're loyal, at-risk, or previously lost.

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Email & Text Campaigns

User-friendly drag-and-drop builder to craft impactful email and text campaigns, reaching either your entire customer base or specific groups based on your chosen metrics.

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Website Chat

Elevate customer engagement with a dynamic website chat feature that seamlessly transitions to text messages, ensuring constant and convenient communication.

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Rewards Program

Enhance engagement by implementing a rewards widget that automatically acknowledges customer actions and encourages further interaction.

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Text Messenger

Facilitate two-way communication through a convenient text messaging platform, for an improved buyer experience and sustained interaction.

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Bolster your brand's credibility and customer confidence by actively soliciting reviews and ratings on your preferred platform, establishing a solid reputation.

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Gain valuable knowledge about your customers and see the outcomes of your retention endeavors easily through an intuitive dashboard, without needing a data expert.

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Referral Program

Amplify your reach with a branded referral program that offers rewards to both referrers and referees, creating a win-win scenario for your loyal customers.

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Cultivate lasting relationships by acknowledging customer actions like subscribing to your email list and making repeat purchases, fostering a sense of loyalty.

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RFM Analysis

Gain deep insights into customer segments using Recency, Frequency, and Monetary analysis, allowing you to tailor your retention strategies with precision.

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Custom Forms

Collect even more useful information about your customers and their preferences, so you can continuously improve your retention efforts.

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See what Multi-Unit Businesses are Saying About Patch

  • “[Patch’s] solutions have helped us integrate digital marketing across our various locations… The platform allows us to personalize messages to different types of customers and automate them based on visit frequency.”

  • “Since we started using [Patch] we have thousands of people in our network, we don’t have to reach people through third-party advertising. It costs us a couple of cents to contact a customer, and even if it takes 10 messages to bring them back, it is extremely profitable.”

  • “[Patch] helps us bring customers back by allowing us to reward and engage our customers on a programmatic basis.”