Loox ‑ Product Reviews App

Hey,
Amit from the Loox team here.

Loox offers plans to fit all business sizes - from small starting businesses to big brands selling worldwide.

We are confident that our product can provide a higher ROI for stores with significant sales.

I've reached out to you privately, kindly check your email inbox :)

Hey,
Shany from the Loox team here.

I'm truly sorry to hear your experience with Loox was not as you expected.

I've reached out to you privately via email to provide you with further assistance, and I look forward to continuing the conversation there.

In any case, 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,
Rotem from the Loox team here :)

Apps cannot charge merchants after their app have been removed from stores as this process is controlled automatically by Shopify.

App charges that were already included in your invoice before the app was removed will still appear even after the app is uninstalled as the app was in use for part of the billing period.

I’ve personally reached out to better understand what you are seeing on your end and am happy to continue the conversation with you privately. We're available 24/7 and are always ready to assist.

Hey,

Yishai from the Loox team here. What you are describing is very unusual. No elements should appear until you manually add them to your theme.

I would really like to figure this out with you. I sent you an email to continue this conversation privately.

​Hey,
Tal from the Loox team here :)
​
​I'm truly sorry to hear your experience with Loox was not as you expected. I would be more than happy to help you resolve any issues.
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​Loox offers various plans to accommodate stores of all sizes and budgets. From just stores starting out all the way to tens of thousands of orders a month.

​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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​You can export the reviews collected for your store, including the photos, directly from the app or through our support team.
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​I have reached out to you privately through our support team in order to help you get those reviews, and I'll be happy to help solve any further issues you may have :)
​

Hey,
Rotem from the Loox team here :)

The Loox admin is accessible regardless of your plan.

Our Beginner plan is designed for stores starting their journey and is meant to help them grow their business. Once your order volume grows, we recommend upgrading the plan so that Loox is better suited for your needs.

Even if you choose not to upgrade your plan, your reviews and settings remain exactly the same.

I can see your Loox reviews are still displayed on your store pages. I would be happy to understand better what you are experiencing on your end.

I've reached out to you privately; please find our email in your inbox so we can continue the conversation from there.

Please also know that our support team is available 24/7 and always ready to provide you with assistance!

​Hey,
Tamarry from the Loox team here :)
​
​I completely understand how stressful it is to get an unexpected charge. I would be happy to help you with this.
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​Once Loox is uninstalled in your stores, you shouldn't receive additional charges.
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​I’ve personally reached out to you regarding your refund and am happy to continue the conversation with you privately.

Hey,
Tal from the Loox team here :)
​
​I'm truly sorry to hear your experience with Loox was not as you expected. I would be more than happy to help you resolve any issues.
​
​I’d be happy to dig deeper on what you see on your end. I’ve reached out to you privately through our support and am here to make sure we get this sorted out together.

Hey,
Lilach from the Loox team here :)

Generally speaking, Shopify manages all app charges and billing cycles according to their policy.

I'd be happy to dig deeper into this. I've personally reached out to you regarding the charges you see from your end!

Hey,
Rotem from the Loox team here.

While I understand it's stressful to get a charge you weren't expecting, the plan and its pricing were presented and approved by your team and no money whatsoever was taken without prior approval of the plan's terms.

Apps on Shopify in general, can only charge for their app if the merchant explicitly chooses and approves payments for that subscription.

Since our plans are designed to scale with you, they include additional charges that are based on your usage of the system each month. The charges you are referring to are usage fees which were triggered through the use of the system as mentioned in the subscription's terms.

We completely understand that costs are a big part of every merchant's decision about which apps to use and we've built Loox to provide a great return on investment on all of our plans.

I’ve reached out to you personally to explain the situation further and to find a resolution with you.