Getting Customer data permission one the app live

Shopify App Store
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1

Hi,

I had an app idea and created a test store to validate it. Since the app was not launched initially, I created a custom app for testing purposes and enabled almost all available permissions.

During the public app submission, a support representative asked why I required Customer data access. At that time, since I was not directly using customer-specific fields, I mentioned that the app could work without that permission, and the app was approved without Customer Protected Data access.

However, my app requires order details, and the Orders API does not work without Customer data access. As a result, my public app is now live but unusable, because I am unable to fetch order details.

I am now trying to reinitiate the Customer Protected Data permission, but in the Partner Dashboard I see an error stating that my app is not eligible and that the request is denied.

I have already contacted the support team, but they were unable to provide a resolution.

Could you please advise on:

  • How I can reapply or reinitiate Customer Protected Data access, or

  • What steps are required to make my app eligible again for this permission?

Any guidance on how to resolve this would be greatly appreciated.

Screenshot 2026-01-18 at 9.42.36 PM
Screenshot 2026-01-18 at 9.42.36 PM2952×2198 442 KB

2

Hey @mukesh - I think you’ve the right diagnosis here, the Orders API does require Protected Customer Data access to work even if you’re only querying non-PII fields like line items and totals.

Based on your screenshot and what you’ve described, it sounds like you received a denial email during the initial review - that email thread with the App Review team is the best place to go to get help. Replying to that original denial email should reopen the conversation with the App Review team directly and they can reassess based on your updated use case.

When you reply, make sure to explain that your app requires order history to rank products by purchase frequency. You may also want to update your app listing to reflect this data requirement so it aligns with what you’re requesting.

If you can’t find the original denial email, reply to your subsequent support ticket with a link to this forum post and they’ll be able to refer to the App Review team internally for next steps.