Loox ‑ Product Reviews App

Hey - Yishai from the Loox team here :)

I can see that we answered your support request on November 9th (the same day you sent the email). Could you please check your email address for a response from support@loox.io?

We try to answer all support emails as soon as possible and always within 24-hours!

In any case, feel free to contact us again if you need any further assistance.

Hey,
Dor from the Loox team here :)

I'm sorry to hear your experience with Loox was not as you expected, and I'd like to elaborate on this matter.

Please note that since Loox does not have a built-in solution to translate reviews on your live site, we have an integration with Weglot, which allows you to do just that.

Through the integration with Weglot, you can translate your reviews automatically according to the user's language.

The integration with Weglot is available on the Advanced plan, which I see you are currently subscribed to.

If you are facing issues with the integration, or for some reason it is not functioning properly, please let us know and we'll be happy to assist!

In any case, I have reached out to you over email for further assistance! Please look for an email from support@loox.io in your inbox :)

Hey,
Tal from the Loox team here.
​
​I completely understand how stressful it is to get an unexpected charge, however - your claims in this review are not true.
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Shopify manages all app charges and billing cycles, not Loox. This means that you cannot be charged without Shopify receiving approval by someone with app permission on your store's account. Our logs indeed show that your store has installed and approved the Loox trial and payment.
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I see that you are on our Growth plan, which is a pay-as-you-grow plan that charges based on how many review request emails you send each month. This plan is designed to allow you to collect reviews from all your customers, but only pay for what you actually use.
​On months where you have more sales, you pay more, and during slower months, you automatically pay less.
​
​There's no need to make offensive and untrue claims in a negative review.
​
I can see that you are currently in communication with our team privately, we are happy to continue discussing your concerns there.

Hey,
Rotem from the Loox team here :)

I'd be happy to dig deeper into this.

I’ve contacted you through our support regarding the charges you see, and I'm here to ensure we get this figured out together.

Hey, Yishai from the Loox team here - ​I'm so sorry your experience with Loox was not what you expected, I know how stressful it must be to receive charges that you were not expecting.
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​It seems that a few months ago someone on your team moved to the $99.99/month plan which caused these charges to be triggered every 30-days.
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​Please note that a Shopify app cannot change a charge without the store approving it, and an email from Shopify confirming the charge should have been sent at that time.
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​No worries, we are going to work with you privately to sort this out ASAP.
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​In regards to the star ratings on your store; it seems that this was caused by another app integrated with Loox, which we have already worked together to help you display the stars how you wish. This should no longer change as the other app corrected the behavior.

​Hey,
Josh 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.
​
​Our Growth plan is a pay-as-you-grow plan that charges based on how many review request emails you send each month. This plan is designed to allow you to collect reviews from all your customers but only pay for what you actually use. This means that during slower months you automatically pay less.
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​We are confident that the app will pay itself back in full by increasing the 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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All our plans, including those for larger-scale stores, have an extremely high ROI.​
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​We completely understand that costs are a big part of every merchant's decision of which apps to use. We've built Loox to provide a great return on investment on all of our plans.
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​I’ve personally reached out to you and am happy to continue the conversation with you privately.

Hey,
Amit from the Loox team here :)

No worries, I have reached out to you privately to offer further assistance on the matter.

Yishai from the Loox team here - As part of our GDPR compliance, we are required, by law, to remove the data completely from our servers once requested to do so by the data owner (You the merchant).

An automatic email that is sent according to Shopify's terms of service two days after you uninstall the app to allow you, as the data owner, to remove all customer data (including reviews) from Loox.

I took a look at our logs and I can see that you have clicked "Permanently delete the customers' data from Loox" in the automatic email and approved the removal of the reviews by confirming the removal on our confirmation screen.
​
Since this process is a mandatory part of GDPR regulation Shopify and EU law requires us to adhere to, unfortunately, it is not possible to retrieve this information as it was completely removed from our servers.

If you have any further questions, please contact our support team and we'd be more than happy to help.