Manage Loox

How to cancel loox and reclaim control of your shopify review management

What loox is and why merchants use it

Loox is a Shopify app that collects, displays, and manages customer reviews complete with photos and videos for your online store. It automates the process of requesting reviews from buyers and embeds review widgets directly on your product pages to build social proof.

Merchants rely on Loox to increase customer confidence, boost conversion rates, and gather visual testimonials from real users. The service operates entirely online with no physical presence in New Zealand, managed by Loox Online Ltd. If you've decided Loox no longer aligns with your business needs or budget, Stopee is here to guide you through cancellation with confidence.

Who benefits from loox

E-commerce store owners, particularly those selling on Shopify, use Loox to reduce purchase hesitation and improve their customer review collection process. Whether you're a solopreneur managing a small store or running a larger operation, Loox integrates directly into your Shopify admin to streamline review workflows.

When you might want to cancel

You may choose to cancel if you're seeking lower costs, moving to a different review platform, or scaling back your review collection efforts. Whatever your reason, cancelling Loox is straightforward, and Stopee will walk you through each step.

Your consumer rights in new zealand

Understanding your legal protections helps you approach cancellation with confidence and know when to escalate if problems arise.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, digital services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Loox fails to deliver on these promises, you have grounds to seek remedies including refunds or service termination.

New Zealand law does not automatically grant a 14-day cooling-off period for digital services unless the provider's terms specifically include one. Always check Loox's terms and conditions to confirm whether a money-back guarantee applies to your situation.

Refund rights and escalation

If Loox charges you after cancellation, or if you believe the service failed to meet acceptable standards, you can escalate your complaint to the Commerce Commission. Document all communications, billing statements, and cancellation attempts. If Loox refuses to cooperate, Stopee recommends contacting the Commerce Commission's consumer complaints line for guidance on your next steps.

Cancellation methods and which path suits you

Loox offers multiple ways to stop your subscription, and your choice depends on whether you want to downgrade, pause, or fully uninstall the app.

Uninstalling via shopify admin

The most direct route is removing Loox entirely from your Shopify store. This stops all future billing and disables review collection immediately.

Downgrading or pausing via the loox app

If you want to keep Loox but reduce costs, you can adjust your plan directly within the Loox app settings without uninstalling. This option lets you maintain access to existing reviews while lowering your monthly spend.

Important clarification

Loox is a Shopify app, not an iOS App Store or Google Play subscription. You cannot cancel through those platforms; your only cancellation routes are through Shopify admin or the Loox app itself. Attempting to cancel elsewhere will not stop your billing.

Step-by-step cancellation instructions

Follow these clear, sequential steps to cancel Loox and stop future charges immediately.

How to uninstall loox via shopify admin

1. Log into your Shopify admin account from your web browser.
   • Go to the URL admin.shopify.com and enter your credentials.
2. Navigate to the "Apps and sales channels" section in the left sidebar.
   • Click on "Apps and sales channels" to expand your installed apps list.
3. Find Loox in your installed apps and click on it.
   • Scroll through the list if necessary; Loox will appear under your active apps.
4. Click the "Uninstall" button.
   • A confirmation window will appear asking you to confirm removal.
   • Warning: Uninstalling will immediately disable all Loox widgets and automated review emails on your store.
5. Confirm the uninstallation when prompted.
   • Shopify will remove the app from your store within moments.
   • Your store will stop sending automated review requests after uninstallation completes.

How to downgrade instead of cancelling

1. Log into the Loox app from your Shopify admin.
   • Find Loox in your apps list and click to open the app dashboard.
2. Navigate to your "Plan" or "Billing" settings.
   • Look for a settings icon or menu option within the Loox interface.
3. Select a lower-tier plan or pause your subscription.
   • Loox will show your current plan and available alternatives.
   • Choose "Beginner" for minimum cost, or pause billing entirely if available.
4. Confirm your changes and review your new billing cycle.
   • Your next billing date will reflect the downgrade or pause.

Contacting loox support for urgent cancellation

Pro tip: If you encounter technical issues during cancellation, or if you need to request a refund for pending charges, contact Loox support directly.

1. Email Loox support at [email protected].
   • Include your Shopify store name, account email, and reason for cancellation.
   • Request written confirmation of cancellation and any refund eligibility.
2. Provide your billing history if requesting a refund.
   • Attach screenshots of duplicate charges or invoices from Shopify showing pending Loox charges.
   • Reference specific billing dates and amounts.
3. Allow 5 to 7 business days for a response.
   • Loox typically replies within this timeframe.
   • Follow up if you do not receive a response.

Loox pricing plans explained

Understanding what each plan costs and offers helps you decide whether to cancel completely or downgrade instead.

Current pricing in new zealand dollars

Note: These prices were converted from USD at a historical exchange rate. Confirm current pricing directly in your Loox app, as exchange rates and Loox pricing may have changed since publication.

Is your current plan worth the cost?

If you're paying for Scale or Convert but only need basic review collection, downgrading to Beginner could save you NZ$47 to NZ$152 per month. Before cancelling entirely, evaluate whether a downgrade aligns better with your actual needs.

What happens immediately after cancellation

Cancelling Loox triggers a series of changes to your store within hours, and understanding these consequences helps you prepare.

Your store access and functionality

Once you uninstall Loox, all review widgets, automated review request emails, and Loox-powered features stop functioning on your storefront immediately. Your existing published reviews may remain visible on product pages depending on your Shopify theme and how the reviews were embedded.

If you downgrade instead of uninstalling, your store retains access to Loox features within your new plan tier. You can still collect reviews and view your review dashboard; you simply lose access to advanced features tied to higher-tier plans.

Your billing and future charges

Uninstalling Loox stops all future billing from the app through Shopify. However, any charges that Shopify has already processed for the current billing cycle may still appear as pending on your invoice. These pending charges must be addressed separately by contacting Loox support.

Pro tip: Check your Shopify billing dashboard immediately after uninstalling to confirm that no new Loox charges appear in the following days. If a charge does appear, escalate to Loox support with a screenshot of the billing statement.

Your review data and records

Loox typically retains your review data, customer feedback, and settings after uninstallation unless you request complete deletion. If you may need this data later for records, future marketing analysis, or migration to another service, export your reviews before uninstalling.

Stopee recommends downloading a backup of all reviews, photos, and customer names so you retain a complete record independent of Loox's systems.

Refund policy and how to request one

Cancelling Loox does not automatically trigger a refund, and you must take specific action to recover overpaid amounts.

When refunds are possible

Loox does not offer automatic refunds upon cancellation. Stopping the app only prevents future billing. However, if a pending charge appears after you uninstall, or if Shopify has double-billed you, Loox may agree to reverse or refund the disputed charge on a case-by-case basis.

Refunds are not guaranteed as an automatic outcome of cancelling. Your eligibility depends on the timing of your cancellation relative to your billing cycle and whether Loox views your request as justified.

How to request a refund from loox

1. Gather all relevant documentation.
   • Collect your Shopify billing statements showing Loox charges.
   • Screenshot any pending or duplicate charges.
   • Note the exact dates of cancellation and problematic charges.
2. Compose a clear refund request email to [email protected].
   • Include your Shopify store name and account email address.
   • Explain which charges you believe are in error or should be refunded.
   • Attach supporting documents and screenshots.
   • Request a refund or reversal within 30 days of the original charge.
3. Await Loox's response within 5 to 7 business days.
   • Loox will review your request and determine eligibility.
   • If approved, the refund will typically process within 10 to 14 days back to your original payment method.
4. Escalate if Loox declines without justification.
   • If you believe the refusal violates the Consumer Guarantees Act, lodge a complaint with the Commerce Commission.
   • Stopee advises keeping all email correspondence for your escalation case.

Timeline expectations for refunds

Processing refund requests typically takes 7 to 21 days total from initial contact to credit appearing on your bank account or card. This timeline accounts for Loox's review period plus your bank's settlement process. Do not assume a refund has failed until at least 21 days have passed.

Common mistakes when cancelling loox

Cancelling a Shopify app feels straightforward, but small oversights can leave you paying longer than intended or unable to recover refunds.

Trying to cancel through app stores instead of shopify

Loox is not an iOS App Store or Google Play subscription, so searching for cancellation options in those apps will lead nowhere. The only way to cancel or uninstall Loox is through your Shopify admin. Many users waste time looking in the wrong place and assume cancellation failed when really they just used the wrong platform.

Not checking for pending charges before uninstalling

Before uninstalling, open your Shopify billing dashboard and review your current charges. If you spot a pending Loox charge, contact Loox support immediately to clarify whether that charge has been billed. Uninstalling without confirming pending status can make it harder to dispute erroneous charges later.

Forgetting to export review data

Once you uninstall Loox, your ability to access and download review data may become limited or more difficult. Stopee strongly recommends exporting your reviews, photos, and customer feedback before clicking uninstall. You may need this data for compliance records, future analysis, or to migrate to a competing service.

Assuming uninstallation stops all charges immediately

Uninstalling Loox stops future billing, but charges already generated by Shopify's billing system for the current cycle may still post. You must contact Loox support to request reversal of pending charges; they do not reverse automatically.

Not keeping cancellation confirmation

After uninstalling Loox, take a screenshot of the confirmation message. If you contact Loox support later regarding refunds or disputed charges, you'll have proof of when and how you cancelled. Email this confirmation to yourself or save it to a document for your records.

After cancellation: your next steps

Cancelling Loox is only the beginning; ensuring you're fully separated from the service and considering alternative solutions helps you move forward smoothly.

Verify that charges have stopped

Monitor your Shopify billing dashboard for the next two billing cycles after cancellation. If a new Loox charge appears, contact support immediately with screenshots of your uninstallation confirmation. Document everything in case you need to escalate to the Commerce Commission.

Choose an alternative review solution

If you still want to collect customer reviews, Shopify offers native review functionality, or you can explore competitors like Judge.me, Trustpilot, or Yotpo. Each alternative has different pricing, features, and integration complexity. Stopee recommends comparing feature sets and costs before committing to a new service.

Clean up your store theme

If Loox widgets were manually embedded in your theme code, uninstalling the app may leave behind orphaned code that displays nothing or causes errors. Review your product pages and ask your theme developer or Shopify support to remove any remaining Loox-related code snippets.

Keep records of your cancellation

Archive all emails, billing statements, and cancellation confirmations in a dedicated folder. If a dispute arises with Loox or Shopify, these records will support your case and demonstrate your good-faith cancellation effort. Stopee advises maintaining this documentation for at least 12 months.

Comparison table: cancel versus downgrade

Deciding whether to fully cancel or downgrade requires comparing your needs against cost savings.

Making your final decision

If you've been paying NZ$174.58 monthly for Convert and only need basic review collection, downgrading to Beginner saves you NZ$151.91 per month with zero setup hassle. However, if you've decided customer reviews are no longer part of your strategy, full cancellation and switching to Shopify's native review system is the right choice.

Contacting loox and escalating if needed

Loox support is your first point of contact for refunds, technical issues, and cancellation disputes. If Loox refuses to cooperate, the Commerce Commission is your escalation path.

Primary contact information

Email Loox support directly at [email protected] for any cancellation-related questions, refund requests, or billing disputes. Include your Shopify store name, account email, and a clear description of your issue. Expect a response within 5 to 7 business days during standard business hours.

Escalation to the commerce commission

If Loox fails to respond or refuses your refund request without valid justification, you can lodge a consumer complaint with the Commerce Commission. The Commission investigates breaches of the Consumer Guarantees Act and can compel businesses to refund customers or provide remedies. Stopee recommends keeping detailed records of all communications before escalating.

Contact the Commerce Commission via their website at comcom.govt.nz or call their helpline for guidance on filing a formal complaint. Provide all documentation including billing statements, cancellation attempts, and email correspondence with Loox.

Summary and empowered next steps

Cancelling Loox involves uninstalling the app through Shopify admin, verifying that pending charges are reversed, and exporting your review data before uninstall. You have consumer protections under the Consumer Guarantees Act, and the Commerce Commission backs you if Loox refuses to cooperate on refund requests.

Whether you cancel completely or downgrade to save costs, the process is straightforward when you follow these clear steps. Stopee has helped thousands of consumers cancel subscriptions without unnecessary charges or data loss. Take action today by logging into your Shopify admin, reviewing your current billing for pending charges, and deciding whether full cancellation or downgrade aligns with your business goals.

For detailed support throughout your cancellation journey, Stopee remains your trusted guide. We're committed to ensuring you maintain control over your subscriptions and recover any funds you're rightfully owed.