Loox ‑ Product Reviews App

Hey,

Amit from the Loox team here :)

I took a look at our support logs and I can see that one of our team members has sent you a link to activate an extended trial period for your Loox account, which was not clicked.

In any case, I've sent you an additional email now with said link, make sure to click the link to activate the new trial period.

If you need any further assistance from our end, feel free to contact our support team directly - we're always happy to help!

​Hey,

Amit from the Loox team here!

We took a look at both of your stores (tosin-shop.myshopify.com and tosinshop.myshopify.com) and did not find any Loox leftover widgets.
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​If you still see a Loox widget on one of your stores, please contact us at support@loox.io and we'd be more than happy to sort this out for you :)
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In any case, please feel free to contact us with any questions or requests you might have and we'll gladly advise.

Hey,
Josh 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.

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.

If you are not satisfied with your experience - all you need to do it reach out to support and we will refund you. There's no need for making offensive and untrue claims in a negative review.

I’ve reached out to you privately through our support to continue this conversation.

Hey,

Yoni, co-founder and CEO of Loox here.

Please note that Shopify manages all app charges and billing cycles according to their policy here:

When you choose a plan you need to approve payments before starting the trial itself.

Since you approved this payment and finished the free trial, Shopify automatically started an app charge as expected.

I checked Shopify's logs for your store and I can see you chose the $29.99 plan on July 18th, got our 14-day free trial, and was charged as expected on August 1st.

Loox, or any other app, cannot charge you for anything you didn't approve Shopify to charge you.

If you were not satisfied with your trial, please contact our support team and we'll be happy to refund you.

Best,
Yoni

​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.
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You can cancel your Loox plan at any time directly from within your Shopify admin.
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​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.
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​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,
Rotem from the Loox team here.

Thanks for sharing your experience. I would be more than happy to help you set up Loox on your store.

I’ve reached out to you privately through our support. In any case, our team is available 24/7 and always happy to help!

Hey,
Yishai from Loox here - It seems that the email connected to your Shopify store is not receiving our responses as it might be configured incorrectly.

Could you please send our support an email directly from your preferred email address (to support@loox.io)?

We will make sure to help you configure and optimize your account!

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.

I've personally reached out to you through our support and am here to make sure we can assist you.