Support your customers

Merchants are instructed to contact the app developer about any issues that they have with a third-party app. You need to put your contact information in each app listing on the Shopify App Store. Shopify isn't responsible for handling support for your application.

For paid apps, you need to respond to customer support enquiries within two business days. Failure to provide adequate support for your app might result in negative reviews, low installation rate, or removal from the Shopify App Store. To make sure your merchants have consistent support, you can:

  • schedule three or four inbox check-ins during the day
  • provide a website, documentation, or a FAQ page for your app
  • use a platform like Google Hangouts or Skype to schedule conference calls to answer questions and do on-screen demonstrations or troubleshooting.