I’m curious how other Shopify app developers handle this situation.
Recently, a merchant installed one of our apps and uninstalled it around 23 minutes later, selecting “Not satisfied with customer support” as the uninstall reason. I couldn’t find any support ticket or message from the merchant.
I understand that merchants may have different expectations, and they might encounter an issue without contacting support. However, without more details, it’s difficult to understand what went wrong or how we can improve.
For newer apps, especially those offered for free while we’re building the user base, feedback like this can be difficult to act on.
How do you handle these situations? Do you follow up with merchants, rely on uninstall reasons, or use another approach to understand why they leave?
I’d appreciate hearing how other developers handle this.
Keep in mind that since selecting an uninstall reason is now mandatory, many merchants simply pick a random option to get through the process. Don’t rely too heavily on this data, as they often select whichever option is closest to their cursor.
We also have an automated email that goes out after uninstalling, asking merchants why they decided to leave, but hardly anyone responds. So, an uninstall doesn’t necessarily mean something is wrong with the app.
developers have shown me examples of how they’ve gotten valuable feedback from merchants already from this new flow, so it’s unexpected that you’re seeing zero.
Which I find laughable considering how months later 98% of feedback is “Testing multiple apps”.
As far as “Not satisfied with customer support” it could be they tried to contact you but there was no “support” link or messaging widget or that your docs are lacking somewhere. We always follow-up to uninstall posts even the mostly feckless “Testing multiple apps” one.
Tracking user behavior can also be helpful. Maybe they did something and tried to use the docs to get more info or resolve some level of confusion but the docs are lacking.