TrustWILL Loyalty & Referral
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Stay very far away. The company is very dishonest , deceitful, & pushes to get you to provide them with full access to your shopify admin whenever you are experiencing an issue.
I was able to get their A.I. chat bot to explain that the reasoning why they wanted full access to the shopify admin was so they could edit miscellaneous code within' the theme of your store. In which no other app has ever asked for this amount of access, especially when I contacted them in regards to the order count they put in place is counting orders from other marketplaces, such as eBay, Walmart, Amazon, etc. & counting those orders to your allotment of orders they let you have per month. I simply just wanted them to make it so that the only orders that count are orders from actual members of the program & who are fully registered on our website. We do not want points being given out to customers from other marketplaces that have no access to the points.
What kind of coding would they do to our shopify theme if we granted them full access? Who is to say. But this is an issue that is part of their actual app, they DO NOT NEED ACCESS TO YOUR SHOPIFY ADMIN.
Hello ZypherTrading,
Thank you for sharing your feedback. We’re truly sorry for the frustration and concern this situation caused.
We want to clarify that when our team requests temporary access to a Shopify store, it is solely for troubleshooting purposes. We fully respect that granting access is entirely your decision, and we understand and honor it if you prefer not to provide it.
After learning more about your feedback, we escalated this internally and arranged for a manager to follow up directly. We’re glad we were able to work with you to address your requirements and find a suitable solution.
We take concerns about transparency and trust very seriously, and we’re continuously working to improve both our product and how we communicate with merchants.
Thank you again for your feedback. It helps us do better.
Best regards,
TrustWILL Loyalty Team
I downloaded this app because I read many good reviews, unfortunately, they didn't attend to my request as I have emailed multiple times. I haven't gotten started on the app yet because I am yet to receive any support despite all my emails
Hello Shopify,
I’m very sorry about the experience you had. We’ve taken this seriously and have been reviewing things internally to make sure this kind of situation doesn’t happen again. We did reach out via email but haven’t heard back yet. Whenever it’s convenient, we’d really appreciate the chance to connect. You can also reach us anytime via live chat, which is the quickest way to get support.
Again, apologies for the frustration, and we hope to reconnect and provide the level of service we aim to deliver to all our merchants.
Best regards,
Kevin
Customer Success Manager
TrustWILL Loyalty Team
Only for shopify plus user?
Hello,
Thank you for taking the time to leave a review.
To clarify, TrustWILL Loyalty is available to all Shopify merchants, regardless of your Shopify plan.
Some confusion may arise due to Shopify’s own checkout system rules. Shopify controls what types of customizations are allowed within the checkout page, and certain checkout UI customization capabilities are only fully available on Shopify Plus.
Because of this, the limitation is not related to our app itself, but to Shopify’s platform requirements.
We’re sorry for any misunderstanding this may have caused, and we’re happy to help clarify further or assist your business anytime.
Best regards,
TrustWILL Loyalty Team
Updated review 2025-11-19:
First of all, avoid this company at all cost, they will always manipulate your billing and up charge your plan tier without your permission, this had happened to us Three Time !
My very recent experience with Loloyal revealed a pattern of sly, untransparent, and almost scam-like behavior. They quietly upgraded my plan without permission and billed me for 1,000 orders per month. There was no notice, no explanation—I only caught it by checking my Shopify billing.
When I reached out about the unauthorized charge, they restricted my account features. Only then did I learn that the plan they pushed me into removed access to the landing page—something they never disclosed upfront. The timing made it feel deliberate.
Being billed for a full year while losing core features, with zero proactive communication, showed how little they value merchants. Their support avoided addressing the real issue and offered no accountability.
Merchants deserve transparency. Loloyal’s billing tactics and feature manipulation make them a risky and untrustworthy choice. I strongly recommend avoiding this app.
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1. All of their customer support are unhelpful and they do not help to solve anything instead they give you poor suggestion that they think on a whim.
2. They company do not know how to come up with any useful e-com features, can only rely on customer suggestion — 'design by committee' , they also do not know how to pick and choose the best feature that tailor for most e-com business, thus they will delay your business growth and waste your money on dumb features that got voted by other people that do not even know your business.
3. this is not even a high tech company, they are so incompetent. They could not even design a form to change text color thoughtfully on their reward widget and I have to request JUST A TEXT COLOR CHANGE , IT HAS TO BE DONE BY ENGINEERS, INSTEAD OF ON THE UI AND IT HAS BEEN THE ENTIRE DAY, NOTHING HAS CHANGED . In addition, their support agent that wasted me like 1 hour to explain BASIC ENGLISH TO HER, because she keep asking me irrelevant questions when I simply state my request.
4. Last, THEY ARBITRARILY change their plan tier instead of INFORM THIER CUSTOMER — ME in time, they are just shady and NOT TRANSPARENT, because they suddenly raise their stupid price, they messed up my original plan, and I wasted again a few hours ask questions about something THEY SHOULD HAVE EXPLAINED TO ME IN ADVANCE!! Btw, this company is running by a bunch of Chinese mandarin speaker, thus they are struggling in a professional settings, and struggle at UX/UI and product.
I really suggest you should use AMERICAN tech products for it's professional design and support, because you want to focus on your business Instead of their incompetence.
Hello,
We’re truly sorry to hear about your frustration, and we understand how stressful billing concerns can be.
First, Shopify manages all app subscription billing directly. As app developers, we do not have the ability to upgrade, change, or cancel any merchant’s plan. All subscription actions, including upgrades, downgrades, and cancellations, must be completed by merchants through the Shopify Billing System. You have full authority and responsibility over your subscription choices, allowing you to manage your plan in the way that best serves your business.
We do our best to ensure transparency regarding billing processes and subscription terms. Our support team has responded to your requests and provided guidance, including options to customize a plan based on your needs, allowing you to subscribe and enjoy additional features. We always aim to offer clear and helpful solutions. If anything remains unclear, or if you would like to work toward a resolution together, our team is always available and ready to assist in a professional manner.
Lastly, we believe that cooperation built on clear communication and mutual respect helps us resolve issues efficiently. We appreciate your feedback and understand that frustrations can occur. If you wish to discuss any of these points further, we’re more than willing to continue the conversation constructively.
Best regards,
TrustWILL Loyalty Team
