Loox ‑ Product Reviews App

(Updated)

Hey,
Amit K. from the Loox team here :)

I'm sorry to hear that your experience with Loox was not as expected!

Generally speaking, after an app is removed from your store, Shopify blocks all access to your theme for that app. This means that apps cannot remove the code they add once they are uninstalled. With that said we are more than happy to help you with this through our support team if you prefer not to change the code yourself.

From what you've described regarding the widgets still appearing - this sounds like it might've been related to your local browser's cached version of the page.

When checking your live pages for an update to the page's code, we always recommend refreshing without using the cached version of the site by pressing Ctrl+F5 (on Mac: ⌘+R ).

In any case, our support team is always happy to help! Please don't hesitate to contact us with any questions or requests you might have and we'll gladly advise.

Hey, Yishai from the Loox Team here! We're sorry for any confusion regarding the 14-day trial period.

Please note that App trials on Shopify are only offered automatically on the first time you install a specific app.

I took a look at your account and it seems that your store had installed Loox in the past. Unfortunately, this made it so that your 14-day free trial was unavailable upon reinstall.

No worries, I have sent you a follow-up email with additional instructions. Please check your inbox for an email from our Support team at your convenience.

Hey,
Lilach from the Loox team here :)
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​Loox offers several different plans for stores at different stages of their Shopify journey.
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​We are confident that the app will pay itself back in full by increasing conversion and retention of your customers. Not to mention reaching new customers with referrals, and increasing the amount of reviews you will collect.
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Our support team is available 24/7 and always happy to help! Please don't hesitate to contact us with any questions or requests you have and we'll gladly advise :)

Hey,
Shir from the Loox team here :)

Once Loox is uninstalled from a store, none of our widgets can continue to appear. It's not technically possible because Shopify removes our script from your store automatically.
If you're still seeing any of our widgets, it is probably because of the temporary browser cache. Please try to refresh the page without using the cached version of the site by pressing Ctrl+F5 (on Mac shift-command-R ) and check again.
If that doesn't work, or if there's anything else we can help with - please contact our support team and we'll be happy to help!

Hey, Yishai from the Loox team here :)

I totally understand how stressful it is when an app isn't behaving as you expect. Unfortunately, Shopify removes all access to edit your theme when an app is removed and apps are not able to automatically remove any code once uninstalled.

We do automatically hide any elements after removing the app and nothing should appear on any page once refreshed.

In any case, our team would be happy to go into your theme and manually remove the Loox code once you give us permission. We have contacted you privately to continue assisting you with this.

Regarding the price, our pricing is designed to fit merchants of all sizes from those just starting out, all the way to big brands. We have various plans that fit different needs starting at only $9.99/month.

Please check your Shopify email for a response from our support team on how to give us permission to help you remove the code from your theme, we'd also be more than happy to help with anything else you need :)

Hey,
Josh from the Loox team here :)

Please note that Shopify manages all app charges and billing cycles according to their policy here:
https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps

Shopify does not remove already existing charges from your invoice once an app is removed. This would be the reason the app charge is still seen after the app was removed.

I would be delighted to assist you with your refund request. I have reached out to you privately to verify some information.

I tried to find your previous emails regarding a refund request, however, I could not locate anything that was connected to your store.

In any case, our Support team will always answer within 24 hours of being contacted.

Please check your inbox for an email from our Support team at your convenience.

Hey,
Dor from the Loox team here.

I'm sorry to hear about what you've experienced!

Please note that Loox offers several different plans for stores at different stages of their Shopify journey.

Additionally, all Loox plans have the option of adding the Loox Referrals feature, which has an additional fee to the monthly payment, depending on the plan you're on.

However, it is not mandatory and you can definitely still enjoy the Basic plan without referrals for $9.99/month.

In any case, I've reached out to you privately to try and solve this together :)

Hey - Yishai from the Loox team here :)

You are able to choose the Basic ($9.99) plan directly from the pricing page you land on when you first install Loox. In addition, you are able to change you plan at any time clicking the "your plan" tab in your Loox admin.

If you are not able, for any reason, to choose the plan you wish, please contact our support team at support@loox.io and we'd be more than happy to assist you with this.