Loox ‑ Product Reviews App

Hey,
Josh from the Loox team here :)

First, I'd like to assure you we would never charge any merchant during your trial!

I've taken a look at our logs and I can see you removed Loox from your store about 3 days after your 14-day free trial ended, which is why Shopify triggered an automatic app charge.

I'm sorry that your experience wasn't as expected and I have reached out to you privately requesting some additional information, please take a look at your email for an email from our support.

Please know our support team is here 24/7 and always happy to help and answer any questions.

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.

It might be that an app charge is already included in an invoice before the app is removed and hence still appears after it is uninstalled.

I’ve personally reached out to you regarding your refund and am happy to continue the conversation with you privately.

Hey,
Lilach from the Loox team here :)

I totally understand how stressful it can be to see an unexpected charge on your invoice.

Shopify should automatically stop all future app charges once the app is removed from your store. With that said, you might see a charge that was created before Loox was removed.

I took a look at your account and I can see that this is indeed the case here, the charge was triggered before Loox was removed.

We have contacted you privately to sort this out for you, so please keep a look out for an email from us.

Hey,
Josh 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.

Generally speaking, Loox supports translating all customer-facing widgets and emails to the language of their preference. With our multi-lingual support enabled, your review request emails will also match the checkout language used by your customers

Loox is also designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals.

In any case, our support team is available 24/7 and always happy to help! I’ve personally reached out to you and am happy to continue the conversation with you privately.

Hey,
Tal from the Loox support team here :)

I would be happy to help improve your experience with Loox and try to help you resolve any issues.

Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals.

I’ve reached out to you privately through our support and would like to dig deeper on what you see on your end.

Hey,
Dor from the Loox team here :)

Loox automatically removes all customer-facing widgets when uninstalled.

Some code cannot be automatically removed, because once you've uninstalled an app it loses permissions to remove code from your theme.
Please note that this code is not visible to customers on your store, nor does it affect your store's functionality, speed, or design.

We do provide a guide on how to remove the Loox code from your store on uninstall, which was sent to you automatically when you removed the app.

Secondly, Loox offers different features on different plans to match the growth of each merchant and their brands.
The Basic plan is designed for stores just starting out in the Shopify ecosystem to help them get their footing and start growing.

In addition to more font options, on our higher-up plans, Loox offers more personal customization options to your customer-facing review widgets, as well as emails, integrations with other Shopify apps, and much more.

We are confident our other plans will provide higher ROI to your store.

In any case, I contacted you personally to assist you further on the matter.
Please check your email for an email from our support team :)

Hey,

Amit from the Loox team here :)

I just wanted to let you know that our support team is here to assist you in anything you need.

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
​
Could you please send us a screenshot of the relevant Shopify app invoice that shows the Loox charge you would like to be refunded for and its duration?

We'd be happy to look into it and consider the refund accordingly.

You can find your upcoming Shopify invoice in your Shopify Billing Settings.
​https://accounts.shopify.com/store-login?redirect=settings%2Fbilling
​
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,

Amit from the Loox support team here :)

Please note that in order to maintain review authenticity, Loox does not support modifying reviews on any of the plans.

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.