Is there any way to contact the Shopify App Review Team directly?

App Bridge
1

Hi everyone,

I’m not sure whether this is the correct category, as there does not seem to be a specific section for topics related to the app review process.

We recently submitted a new app to the Shopify App Store, but we are struggling to obtain the information needed to move forward.

Our first submission was rejected because the app was still using the old offline access token. We updated the authentication flow accordingly and resubmitted the app.

However, the review team is now stating that our app requires a third-party standalone application to function and that this is not compliant with Shopify’s policies.

We are having difficulty understanding this feedback. Our app is a synchronisation tool that connects Shopify products and orders with a third-party ERP system. From our understanding, integrations and synchronisation apps of this kind are permitted on the Shopify App Store.

We tried to clarify the app’s purpose and workflow in the testing instructions, but the review process still appears to be at an automated stage, and we have not been able to communicate directly with the review team.

We also contacted Shopify Partner Support, but they simply advised us to resubmit the app. The app has now been suspended until 30 July, which means we are currently unable to proceed.

When developing our previous apps, I remember being able to communicate directly with the review team. With the current process, however, we seem to have no way to clarify the issue, publish the new app, or update our existing one.

Is there really no way to contact the App Review Team directly and request clarification regarding the specific policy concern?

Any advice or similar experiences would be greatly appreciated.

Thank you.

2

Hey @marco_nee, thanks for reaching out. I can’t sayy for sure, but I might have some info that can help here.

Shopify doesn’t prohibit ERP or synchronization apps as a category. Requirement 2.1.4 specifically covers apps that synchronize Shopify data with additional platforms. However, two narrower requirements may apply:

  • An App Store app can’t require a desktop application to function.
  • For an embedded app, Shopify-related off-platform functionality needs to be integrated directly into Shopify Admin rather than only linking merchants to a separate application.

Could you confirm whether the ERP is desktop-only or has a web-based UI/API, and whether the Shopify setup and synchronization workflow is available inside the embedded app? It would also help to know the exact requirement number or wording included with the rejection.

Because the submission is suspended, there generally isn’t a direct conversation channel with the reviewer. The standard path is to address the feedback and resubmit as Partner Support mentioned, but I definitely get it’s not ideal.

Before resubmitting, I’d make the App review instructions fully self-contained: include the clean-install steps, complete credentials for any external test account, any required 2FA recovery codes, preconfigured sample data, the expected synchronization result, and a short end-to-end recording. The reviewer should be able to complete the workflow without any intervention from your team.

If the ERP is web-based and the Shopify-related workflow is fully available inside the embedded app, the exact message you received from the team should help us determine whether this is instead a positioning or testing-instructions issue. Let me know and I’m happy to help narrow it down further on our end here.

I can’t guarantee anything on my end since approval is always up to our App Review folks, but I can help clarify things on our end here for sure.