Loox ‑ Product Reviews App

​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,
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.

It seems like you uninstalled us before we had a chance to assist you.

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,

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 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,
Josh from the Loox team here :)
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​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,
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.

Hey,

Yishai from the Loox team here - I'm glad you're enjoying the app!

Loox offers various plans starting at only $9/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, and we are sure that the higher plans give a great return on investment for those that use them.

To further explain your options with Loox and to see how we can help you get even more value from the app we sent an email to you from our support and would be happy to continue the conversation over there :)

(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.