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 K. from the Loox team here! I took a look at our support logs and I can see that our team has contacted you in the past with a link to extend your trial period. I sent you an additional email now. In any case, we'll make sure to refund your account and provide your account with an additional trial period so you could check Loox out :)

Hey, Yishai from the Loox team here. Our support team explained why your reviews were not able to import within a few hours of your ticket being submitted. All your reviews that followed our guidelines were imported as expected. There was a clear reason that the reviews without text could not be imported and this was explained. If you have any other questions you can feel free to contact our support again and we'd be more than happy to help :)

Hey, Yishai from the Loox team here :) You may have seen a cache version of the site, could you 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? Just in case, to prevent our widget from appearing in your store after uninstalling, please follow these steps (also mentioned in our uninstall email): 1. Go to your Shopify admin themes page 2. Click the "Actions" menu and then select "Edit code" 3. Edit the theme.liquid file 4. Find and delete the code below: {{ shop.metafields.loox["global_html_body"] }} If you need any further assistance, please contact our support team directly and we'd be more than happy to help!

(Updated) Hey, Amit K. from the Loox team here :) Thank you for your feedback - truly appreciated! From what you're describing, I understand that you're referring to reviews imported from external sources like AliExpress, which we do not control. As for removing Loox branding - this option, amongst many other features, is actually offered on the Growth plan and up (also listed on the pricing page). 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, Yishai from the Loox team here :) ​It seems that this store had Loox installed in the past (October 2019) and hence the automatic 14-day free trial was not available out-of-the-box. No worries, I sent you a follow-up email regarding further instructions, please check your inbox for an email from our support team.

Hey, Amit from the Loox team here :) You have access to all the reviews you collected through Loox, and you can export them at any time, like so : https://help.loox.io/article/21-how-do-i-export-my-reviews If you no longer have access to your Loox admin please don't hesitate to contact our support team and we'd be more than happy to help!

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!