After a merchant installs your app, they can leave you a review. Positive reviews can encourage other merchants to use your app, increasing the number of installs. When your app is [listed](/docs/apps/launch/distribution/visibility) on the Shopify App Store, positive reviews cause your app to appear higher in search results and on category pages. Reviews also help you [get featured on the Shopify App Store](/docs/apps/launch/built-for-shopify).

When a merchant leaves an app review, they rate it on a scale of 1 to 5 and have the option to leave a comment. To leave a review, the merchant must have your app installed on their store. After a merchant uninstalls an app, they have 45 days to leave a review before the privilege is revoked.

> Note:
> Merchants are able to see your app ratings and reviews on your App Store listing, as well your overall app rating. The overall rating is a weighted average that favors recent reviews to better reflect the most recent version of your app. This rating is recalculated every time a new review is published or unpublished.

Some app listings have AI-powered review summaries. These help merchants understand an app's value based on other merchants' experiences. To qualify for an AI-powered review summary, your app needs at least 100 reviews containing body text, and at least a 4.0 rating. Review summaries aren't updated in real time, and can take up to 14 days to appear on the app listing.

## How to ask for an app review

You can ask merchants to leave reviews on your app as long as you don't encourage them to leave a good review. You should use neutral language, and never make an offer in exchange for a review—that goes against our app review policy. Here's an acceptable example:

***"We value feedback! It helps us make our product better and keeps us energized. Let us know how we’re doing."***

To appropriately ask for an app review, we recommend the following actions:

* **Include in-product messaging where it makes sense**: Avoid placing content in a location that blocks scrolling or inhibits a workflow. This might make merchants feel like they *have* to leave a review to continue using the app.

* **Ask for reviews following a support interaction**: Merchants might appreciate the care you’ve put into helping them, and be willing to share their experience.

* **Allow merchants to say no to requests to leave reviews**: After asking a merchant for a review once, give them the option to not be asked again. They will appreciate being heard.

You can include a direct link to leave a review by adding `#modal-show=ReviewListingModal` to the end of your app listing URL:

```
https://apps.shopify.com/[your-app]#modal-show=ReviewListingModal
```

## How not to ask for an app review

The following examples illustrate inappropriate ways to request feedback in an app review:

* ***"Like our service? Leave us a positive review!"***: This only motivates merchants with a favorable perception of your services.
* ***"Get one month free by leaving us a review!"***: If you’re giving a merchant something for free, then you’re influencing them to leave a positive review.
* ***"Positive feedback keeps us going! Help by leaving a review now!"***: This suggests that the review should only be positive.

You should never explicitly ask for positive reviews or incentivize merchants to change or remove reviews. Requesting feedback in these ways violates Shopify's [Partner Program Agreement](https://www.shopify.ca/partners/terms).

## Replying to app reviews

Replying to app reviews can help you identify issues, engage with merchants, and give them a more favorable experience with your app. Replying to reviews can also show other merchants how engaged you are, which can encourage them to install your app.

You can reply to app reviews if you are an account owner or if you have a staff account with the **Manage public listings** permission. You can [change an account's permissions](https://help.shopify.com/partners/dashboard/account-access#change-an-accounts-access) from your Partner Dashboard.

### Steps

1. Log in to your [Partner Dashboard](https://partners.shopify.com/organizations).
2. Click **Apps**.
3. Click the app you want to view.
4. On the app page in the **Latest merchant feedback** section, click **View and reply to reviews**.
5. Go to any review and click **Reply**. If you don't see the review you're looking for, then click **View all reviews** to see more reviews.
6. Enter your reply, then click **Submit reply**.

### Notifications

When a merchant leaves a review on your app, you'll receive an email notification with the merchant's rating, their review, and the name of their store. You can set which email address receives review notifications in [the **Contact information** section of your app listing](/docs/apps/launch/app-requirements-checklist#h-contact-information). 

> Note:
> There will be a brief delay between when a review is submitted and when it appears on the app listing page. This delay helps Shopify detect and block any non-compliant reviews.

When you reply to a review, the merchant who left the review is notified. They can then decide to edit their review, including the rating, which will replace the original review and rating on your app listing page.

You will receive an email notification when a merchant edits their original review. You can edit your response at any time, even if the merchant hasn't updated their review. Only your latest response will be shown on the app listing page.

### Recommendations for replying to reviews

Although you can reply to every review, consider replying first to reviews that have the lowest star rating, or that mention an issue the merchant has experienced. Prompt replies can help engage the merchant in a productive conversation.

Ideally, your response should address the merchant’s review in a clear and concise way, and the language you use should be consistent with your brand. Personalize your response to the merchant instead of giving them a generic response.

Make sure you don't share any personal or financial information in your responses. Personal information includes full name, contact information, and private conversations between yourself and a merchant. Anyone who visits your app listing can see your responses, so make sure every response is professional and respectful, and doesn't include any technical jargon, marketing language, or spam.

For more best practices, refer to the [Replying to Reviews in the Shopify App Store](https://www.shopify.ca/partners/blog/reply-to-reviews) blog post.

## Managing negative reviews

Negative reviews can be helpful to identify issues with your app. They can also be an opportunity to showcase your willingness to problem solve and help merchants use your app effectively. Merchants will appreciate a thoughtful reply to negative feedback.

If a merchant leaves a negative review because of a bug or other issue, then you should work with the merchant to fix the issue. If you are able to resolve the issue, then you can ask the merchant to consider updating their review. This request should never be forceful or attached to an incentive.

If a merchant leaves a negative review containing information you disagree with, then the best course of action is to respond and seek to understand their feedback. You can also use your reply to share your perspective on the matter, in a respectful way.

### Circumstances where Shopify will intervene

Sometimes, reviews are fake, incentivized, or non-compliant with our policies. In these circumstances, we'll intervene and potentially edit or remove reviews from app listings. We'll investigate reviews that include the following:

* **Inappropriate content**: The review contains swearing, slurs, or threats. 

* **Personal information**: The review contains phone numbers, email addresses, mailing addresses, or other personal information. We won't remove reviews that contain only a first name, or a first name and a last initial.

* **Conflict of interest**: The review was written by a merchant who was offered something in exchange for a review. We'll also remove reviews left by app developers and affiliated employees on either their own app or on a competing app.

* **Duplication**: The review has been posted multiple times, whether from the same account or more than one account.

If you find a review that meets any of the criteria above, then you can [report it](https://help.shopify.com/en/legal#/report-an-issue/report-a-partner-violation). 

> Note: 
> We aren't able to discuss the outcome of our investigations for the privacy of all parties involved and the security and integrity of the Shopify App Store.

## Prohibited actions involving app reviews

The following actions are prohibited and can lead to consequences including your non-compliant reviews being removed, your app's ranking being demoted, removal from promotional surfaces, or becoming unpublished from the Shopify App Store. [Learn more about Shopify’s policies for App Store reviews](https://help.shopify.com/partners/faq/reviews).

> Note:
> This list presents a series of important guidelines, but it's not comprehensive. For information on prohibited actions specific to merchant experiences, unsolicited marketing, and requirement violations, see [Prohibited actions on the Shopify App Store](/docs/apps/launch/app-store-review/policy-violations).

| Prohibited action | Description |
|---|---|
| Asking for positive reviews | Asking for positive reviews creates a bias in your call-to-action and goes against Shopify's [Partner Program Agreement](https://www.shopify.com/partners/terms). |
| Sending unsolicited emails that ask for reviews | This practice is in violation of several spam legislations, such as the [Canadian Anti-Spam Legislation (CASL)](https://fightspam.gc.ca/eic/site/030.nsf/eng/home) and [CAN-SPAM](https://www.ftc.gov/tips-advice/business-center/guidance/can-spam-act-compliance-guide-business) in the United States. It’s also in violation of Shopify's [Partner Program Agreement](https://www.shopify.ca/partners/terms). Ask merchants if they want to receive emails from you and make sure you're asking at a moment that makes sense for them. |
| Compelling merchants to edit or revise negative reviews | Constructive reviews provide helpful feedback on how you can improve your app. Never retaliate against a merchant for leaving honest negative reviews. If a merchant leaves a negative review related to an issue they've had with your app, and you work with them to resolve it, then you can ask them to consider updating their review. This request should never be forceful or attached to an incentive. |
| Posting or paying for fake reviews on your own app or another app | Never attempt to boost your sales by creating fake reviews that deceive merchants. You should also never post or pay for fake reviews on a competitor's app to create a competitive advantage. |
| Incentivizing merchants to leave reviews | Don’t offer a discount or other benefit in exchange for leaving a review. |
| Asking for reviews at an inappropriate time | Merchants can’t provide a genuine review of your app if they haven’t spent enough time with it. Don't ask for reviews when a merchant is onboarding or installing your app. Give the merchant time to create an informed opinion before they provide a review. |