Manage app reviews in the Shopify App Store

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:

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.

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 from your Partner Dashboard.

1. Log in to your Partner Dashboard.
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.

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.

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.

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 blog post.

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.

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.

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.