Loox ‑ Product Reviews App

(Updated)

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

Thanks for sharing your feedback!

Generally, we strongly recommend approving and displaying all your reviews, including the negative ones, as they increase the social proof of the product as well. In addition, replying publicly to all your negative reviews can increase the trust created between you and your customers!

That being said, Loox offers the option to moderate reviews that might need to be removed due to various reasons. You can either temporarily hide them from the widget or permanently remove them from the admin.

This can be done within the Loox admin in the 'Reviews' tab.

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,

Josh from the Loox team here :)

Apps on Shopify automatically lose all access to edit themes once they are removed from a store. This means that apps cannot, on a technical level, remove codes once they are uninstalled.

With that being said, we offer a full guide on how to remove any leftover code on our uninstall email.

Should you need any assistance with removing/editing code, I have already contacted you with how we can proceed.

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

Generally speaking, our support team is always happy to help!

From what you're describing, this might be related to a specific detail in your importing process.

I've reached out to you privately to hear more about what you experienced and offer our help.

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.

While Loox offers three different plans, each suitable for a different brand size. I'm confident and positive that we can help you find the plan that best fits your needs.

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’d be happy to dig deeper into what you are experiencing 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,
Amit K. from the Loox team here!

Loox offers various plans for all types of merchants - beginners, advanced, and professionals, starting at only $9.99/month to match the needs of brands of all sizes.

We completely understand that costs are a big part of every merchant's decision of which apps to use.

Loox merchants enjoy great ROI on any plan, by helping acquire new customers, converting visitors to buyers with product reviews, and retaining existing customers with rewards.

To further explain your options with Loox and help you find the Loox plan that suits you best, I contacted you privately and would be happy to continue the conversation over there :)

Hey,

Please note that Shopify is in charge of app charges according to their policy here: https://help.shopify.com/manual/your-account/manage-billing/your-invoice/transactions-and-fees#domains-themes-and-app-fees

We checked Shopify's records, and we can see you installed Loox on October 23rd and started your 14-day free trial which ended on November 6th, which is when Shopify charged you.

If you meant to remove Loox before the trial ended and you're interested in a refund, please contact us and we'll be happy to help!

Hey,
Tal 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,
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.