What should my support team know about try-on?

The mechanics reps should know cold

A shopper opens try-on on a product page, uploads one photo, and sees the result in about 20 seconds. They do not install an app, create an account, or grant camera permission. From the result they can retry, leave feedback, and download or share the image. That is the whole flow, and a rep who can state it plainly can answer the common questions: does the shopper need to sign up (no), how long does it take (about 20 seconds), and can they keep the image (yes — download and share are built in).

Coaching shoppers through a disappointing result

When a shopper says a result looks wrong, the first answer is a retry with a better photo. Clear, product-focused photos generate the best results, and for apparel full views beat cropped shots. Reps should ask what kind of photo was uploaded before assuming anything is broken, then suggest one retry with those guidelines. The feedback option on the result exists for exactly these cases — encourage shoppers to use it, and have reps log recurring complaints about specific products so you can check those product pages yourself.

Questions reps can answer without escalating

Reps should know why a shopper might see Looksy branding on a result: the Free plan includes it, and removal is a paid-plan feature starting with Starter — useful context if a shopper asks what the logo is. They should know try-on happens on the product page itself, so the answer to "do I need to download something" is always no. For privacy questions about uploaded photos, point shoppers to Looksy's privacy policy rather than improvising an answer. None of this needs the store owner; it belongs in the same macro as your shipping and returns answers.

Where to escalate when the answer is not in-house

For problems reps cannot resolve — try-on failing to load, repeated errors on one product — the escalation path runs through you to Looksy, whose support is reachable from the app's Shopify App Store listing. What Looksy does not provide is your internal script: a short reference doc covering the mechanics above, your photo-retry guidance, and who owns the app settings is the merchant's to write. Update it whenever you change enabled products or plans so reps are never explaining a setup that no longer exists.

Sources: the public Shopify App Store listing for Looksy. Last checked 27 July 2026.

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