Hoping someone here can shed some light on this, we have a review from a Shopify Plus merchant that was submitted over 24 hours ago and still hasn’t been published.
What makes this one sting a little: our team spent real time understanding this merchant’s needs, and we actually shipped a small but meaningful feature specifically in response to their feedback. They then took the time to write a detailed, genuine review off the back of that experience.
We know reviews go through moderation and we completely respect that process. But getting reviews on the App Store is genuinely tough, so when a heartfelt one doesn’t go live it’s pretty disheartening for the whole team.
A couple of questions if anyone can help:
- Is 24+ hours normal for review moderation, or is this a flag that something is stuck?
- Could the length of the review be a factor? It was on the longer side, but entirely authentic.
- Is there anything we (or the merchant) can do to help it along?
Any guidance from the App Store team would be really appreciated. Happy to provide app details privately if that helps.
Thanks in advance
Hey @Kets_Patel, it has been a few days now. Has the review been published?
For context as well, our help center documentation has a good FAQ that covers reviews: https://help.shopify.com/en/partners/help-support/faq/reviews
Hi @KyleG-Shopify, thanks for replying, not its not published yet,
Have been in Shopify app world for long enough to understand Reviews 
Hence, I am super confused why the review will not get published,
One thing that comes to mind is that myshopify.com contains “testing” in its name but its not a Plus Development store. I imagine the original myshopify.com was created with “testing” in its name and then went live with that. I am wondering if that has triggered some kind of stop flag?
Hey @Kets_Patel, that does seem like a long time to be waiting with no notification or publication.
I don’t think the store name would have an effect on the review as a lot of stores have myshopify URL’s that are quite different than what’s used once it’s published.
In this case, it would be a good idea to reach out to our support team in the help center so they can look in to your account and see if there’s more they can find out about the publishing delay.
Thanks @KyleG-Shopify that’s my next thing to do
It seems to be incredibly hard to get in touch with Partner Support. There used to be an option on the Partner Dashboard, and now the link in the Dashboard takes you to the standard https://help.shopify.com/, and I’ve been trying for the past 30-odd minutes to chat with a support agent, trying to explain that I need to talk to someone from Partner support and not standard merchant support 
Hey @Kets_Patel, that sounds like a frustrating experience.
For support requests, those are all initiated in the help center. If it helps, when you do reach out, make sure that you are logged in to your partner organization. That will ensure your partner context is passed on when the chat opens so our support team knows this is a partner specific issue.
Glad you’re going to be getting this sorted though.
@KyleG-Shopify I have finally managed to get a chain going with Partner Support