Loox ‑ Product Reviews App

Hey, Yishai from the Loox team here - I'm so sorry you're disappointed in your experience with Loox recently. I'd be happy to clear a few things up and try to explain what happened :) Generally speaking, Loox offers a one-time bonus to send review requests to past customers free of charge regardless of how many emails are sent. This might be the reason so many reviews came in during your first month of Loox, as free emails were sent to your customers going back to orders 90-days before Loox was installed. In regards to recent performance, I can see that you recently moved to the Advanced plan which offers 500 review request emails per month which might be less than your monthly order volume and hence was exceeded faster than expected. With that said, I can see that you received more than 150 reviews in the last 30 days which is fantastic! In any case, we contacted you privately through our support channel to explain everything in more detail, we're more than happy to help you get the most out of your Loox subscription.

Hey, Josh 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. ​ We would never, and cannot on a technical level, charge a merchant after the app is uninstalled. All app charges go through the Shopify billing system which automatically charges only when an app is installed. 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. ​ With that said, ​I can see that you have reached out to our Support Team for further assistance with this, and we have already replied to that thread to get this solved as soon as possible.

Hey, Josh from the Loox team here :) I am sorry that your Loox experience has not met your expectations so far. I would be happy to sort everything out for you.​ ​ Loox allows you to choose which reviews to appear publicly on your store. We also support importing your text and photo reviews from any previous source using the Loox review import template as well.​ ​ If you'd like assistance with uploading your reviews, I have reached out to you privately with additional instructions. Please reply to the email so we can help further :)

Hey, Josh from the Loox team here :) Loox automatically secures your reviews by blocking all non-listed domains from displaying the Loox widgets. This protects you from anyone who wants to steal your reviews and display them on their sites. I will happy to help you work around this feature so that you may display your reviews on this unlisted domain. In the meantime, I have reached out to you privately to assist you further. Please check your email for a message from our Support team.

Hey, Amit K. from the Loox team here! Generally speaking, Loox supports displaying review widgets and importing reviews on all browsers. In any case, I've contacted you privately to hear more about what you were experiencing and see how we can help :)

Hey, Yishai from the Loox team here :) Out-of-the-box all reviews submitted directly to Loox will display the reviewer's full first name and the first letter of the last name. However, AliExpress protects their customers' privacy by either censoring their name with stars (as you've mentioned) or anonymizing the review by replacing the name with "Shopper". Since this is how AliExpress saves their customers' names and Loox does not support editing reviews, reviewer names can only be displayed as they are imported. If you have any further questions, please contact our support team directly and we'd be more than happy to help!

Hey, Yishai from the Loox team here :) Loox supports importing and displaying reviews on all our plans, and you can decide to disable any feature you don't wish to use through your Loox settings. In any case, please note that Shopify manages all app charges and billing cycles according to their policy here: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/charges#domains-themes-and-app-fees Shopify should trigger an automatic app charge only once an app's trial period ends. Since you uninstalled before your free 14-day trial ended you should not be charged for your use of Loox. If you have any further questions please feel free to contact our support team and we'd be more than happy to help!

Hey, Amit from the Loox team here - thanks for reporting to us! :) I took a look at your store's product pages and I can see that Loox's widget is appearing on our end, including the "Write a review" button. I've contacted you privately to further investigate what you've described. In any case, feel free to contact our support team directly with anything unusual you're experiencing - we're always happy to help!

Hey, Amit from the Loox support team here :) Generally speaking, as you've correctly mentioned, we do our best to respond to support requests as soon as possible and always within 24 hours. I took a look at our support logs and we've responded to all of your requests within this timeframe (replies sent to the email address your store is listed under). If you've not received these responses, please contact our support team directly at [email protected] - we're always happy to help!

Hey, Thanks for sharing your feedback! Review request timing is certainly crucial, and we wouldn't want them to get sent too soon (or too late!). On your Settings tab in the app, you can configure emails to be sent X days after purchase, fulfillment or delivery dates - to ensure that emails go out at the perfect timing that matches your store's delivery times. As always, our support team is available and happy to assist with any question or concern - our goal is to help you make the most of Loox and we'd love to help :)