Hard to find the "Support" button in the App Store?

[flavio-b]

Hello Shopify,

We just received a 1-star review because the merchant didn’t know how else to contact us to ask for a refund after uninstalling the app, so they used the review as contact method.

The odd thing is we’ve always gotten queries from merchants using the “Get support” button in the App Store. Did something change in the design or position of this button recently? I can’t tell, but at the bottom of the page, it does seem kinda hidden.

Perhaps it could be moved to a more prominent location? Or maybe a contact form could be offered as an alternative when a merchant is about to post a 1-3 star review? For example: “Please contact the app developer first and they may be able to resolve your issue OR proceed with the review”.

Edit: The merchant needs to scroll past the app description plus 3 blocks of reviews, and a bit further down to locate the “Get support” button:

[KyleG-Shopify]

Hey @flavio-b, sorry to hear about that review. I will pass that feedback on to our app store team for you.

For yourself and anyone else who finds this post, we have some guidance here on managing negative reviews

[flavio-b]

Hi Kyle, luckily the merchant was gracious to change the review after they got our response.

If the App Store team could make the “Get support” button more prominent on the page, that would be great. And if the system can suggest for the merchant to get in contact with the developer, when they’re posting a 1-2 star review, I think it would be even better.

A lot of negative reviews seem to originate for a lack of communication, or perhaps the merchant doesn’t know they can contact the developer easily.