We have used Amaka’s integration with Xero for many years, including before the Shopify integration became available. One point that is not made sufficiently clear in either the Xero App Store or the Shopify App Store is that this integration is developed and managed by Amaka, not by Xero. Although it may appear to be a Xero-developed integration, it is not a Xero-developed app. We recently experienced a synchronisation issue and contacted Amaka support to request a historical sync. We were initially told that we were on a free plan with only one day of syncing available and that we would need to upgrade to a paid plan. As we knew this limitation should not apply to this integration, we questioned the advice. We were then instructed to delete the existing integration and create a new one before the historical sync could be completed. We repeatedly asked for the matter to be escalated to a supervisor, but this did not occur. After deleting and reconnecting the integration, the setup created a new set of accounts in our Xero chart of accounts and mapped transactions to them. The self-service instructions did not clearly explain why this was necessary and appeared inconsistent with what was actually created. The account name shown on the integration setup page was also different from the account name created during the setup process. The integration also created and mapped a new gift card account, even though our understanding was that the existing account should be used for both crediting and debiting the gift card balance. At that stage, the integration was still not configured correctly. Because of the sync issue, the poor initial support experience, the unclear setup process and the one-week wait for an available Zoom support session, we initially left a one-star review. The following day, a local team member contacted us by phone, joined a Zoom session and worked on the issue with us and offline over several hours. They successfully resolved the problem, and we appreciated the effort and responsiveness once the case received proper attention. We have therefore updated our rating to three stars. The final resolution was good, but customers should not need to leave a one-star review before receiving timely escalation and effective support. Clearer app-store information, more accurate setup instructions, a better self-service experience and a more effective escalation process would significantly improve the product.

I had been experiencing issues with Shopify orders not syncing correctly to Xero and was becoming very frustrated. Hani took the time to investigate the problem, explained how the payout-centric integration works, and followed up with me throughout the process. After the issue was investigated, my missing invoices were successfully created and my Shopify payouts are now reconciling correctly in Xero. Hani was professional, patient, and communicated clearly during the troubleshooting process. Thank you for your assistance and commitment to resolving the issue. It is very much appreciated.

Marty was super proactive in getting us online within our go live schedule. Appreciate the knowledge and help.