Loox ‑ Product Reviews App

Hey, Shir from the Loox team here :) Once Loox is uninstalled from a store, none of our widgets can continue to appear. It's not technically possible because Shopify removes our script from your store automatically. If you're still seeing any of our widgets, it is probably because of the temporary browser cache. Please try to refresh the page without using the cached version of the site by pressing Ctrl+F5 (on Mac shift-command-R ) and check again. If that doesn't work, or if there's anything else we can help with - please contact our support team and we'll be happy to help!

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.

Hey, Amit from the Loox team here :) I looked at our support logs and it seems like we did not receive any previous support request from your end. In any case, we are happy to help with anything you need! I reached out to you directly to the email address your store is listed under. If you did not receive this email, feel free to contact our support team directly - we're always glad to help!

Hey - Yishai from Loox here :) Please note that Shopify manages all app charges and billing cycles according to their policy here: https://help.shopify.com/manual/your-account/manage-billing/your-invoice/transactions-and-fees#domains-themes-and-app-fees To the best of our knowledge, Shopify should not create an additional charge for an app that was uninstalled and re-installed mid billing cycle. You can refer to this article: https://ecommerce.shopify.com/c/api-announcements/t/bug-fix-billing-api-double-billing-charges-on-reinstall-548538 This means that you should be able to choose a plan and use Loox for the remainder of your billing period without being charged twice. In any case, please contact our support team and we'd be more than happy to help you with this!

Hey - Yishai from the Loox team here :) You are able to choose the Basic ($9.99) plan directly from the pricing page you land on when you first install Loox. In addition, you are able to change you plan at any time clicking the "your plan" tab in your Loox admin. If you are not able, for any reason, to choose the plan you wish, please contact our support team at [email protected] and we'd be more than happy to assist you with this.

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 [email protected]? 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, Importing reviews is available on all Loox plans! If you're experiencing any difficulties, please contact us and we'll be very happy to help :)

Hey- Yishai from the Loox team here :) Loox is built with performance in mind and utilizes a CDN (content delivery network) to serve scripts and photos faster (usually under 500 milliseconds). In addition, Loox only starts loading after the page is fully loaded and ready for customers to use (this includes all scripts and photos). So it should not affect the actual loading time of the page. In any case, we have answered your support email and we would be happy to continue assisting you on that thread.

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 - Yishai from Loox here :) 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 As we mentioned in our email, Shopify triggered the app charge on October 6th and Loox was removed after, on October 10th, for this reason you saw the charge in your Shopify invoice. If you have any further questions please don't hesitate to contact our support team, they'd be more than happy to help!

Hey, Amit from the Loox team here :) Please note that Shopify manages all app charges and will automatically stop charging you once you uninstall the app. Our support team has reached out to Shopify on your behalf and Shopify has refunded your account for the Loox charges (we also sent you a private email regarding this). 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 :) Generally speaking, Loox will save your data (unless requested otherwise) so that once the app is reinstalled, all your information (reviews, settings, etc...) will be restored as expected. As part of GDPR requirements, Loox provides merchants with the option to remove all their data with us via an automatic email sent to you. No worries, as mentioned in our correspondence, if you do not wish to remove your data, you can disregard the email you received. I'm sorry if there was any misunderstanding regarding this email - we've made sure to clarify this in the email too. In any case, if you need any further assistance, feel free to contact our support team directly - we're always happy to help!

Hey, Thanks for sharing your feedback! On your "Settings" tab, you can define which reviews get automatically published (e.g. "All reviews", "5 stars only", "4 stars and up", "Never", etc.). You'll find this under the "Handling reviews" section. We've also reached out to you via email to make sure you've received this! Please let us know if you have any further questions, our support team is here to help with anything you need :)

(Updated) Hey, Amit K. from the Loox team here :) Thank you for your feedback - truly appreciated! Loox puts the focus on collecting genuine reviewer content by helping merchants incentivize their customers to submit a photo or video review. However, we are constantly working on improving our app to give more value to merchants! We’ve recently released video reviews and we’re definitely looking into adding multiple photos per review in the future as well. We've taken note of your feedback and we'll take it into account for coming updates. 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.