Support & Complaints

The single email address is anlijudavid+support@protonmail.com. No response-time or continuous-availability promise applies during this beta.

• the relevant category in the subject line;
• a short description of what happened or what you need;
• a case, account, Merchant, or Approval Link ID when available and safe to share — never send the complete Approval Link URL or token;
• the outcome you are requesting.

For a complaint, Loomca will assign a traceable case identifier and continue by email. The private record will minimally track the identifier, date received, category, status, response, and closure date. This process is manual during the beta.

• passwords, Shopify tokens, or other secrets;
• full card details or any other payment credentials;
• complete identity documents unless strictly necessary and Loomca has first indicated an appropriate method;
• Buyer User personal information that is not needed to locate the case.

The Merchant is normally responsible for its products, final price, payment, delivery, withdrawal rights, changes, returns, warranties, and refunds. Contact the Merchant through its checkout or published channels for those issues.

If you contact Loomca about a Merchant matter, Loomca will explain the distinction, help locate the Merchant's contact information when available, and retain minimal evidence of the referral. A case is not automatically closed only because it was referred.

You can also consult the official website of Colombia's Superintendencia de Industria y Comercio (opens in a new tab).