Hi everyone,
I wanted to ask if anyone else has experienced this situation with Shopify App Store reviews.
We’ve noticed what seems to be an inconsistent behavior around reviews from stores that are no longer active, no longer on Shopify, or not on a full price plan.
When a review is positive, especially a 5 star review, it appears to be archived very quickly once the store is no longer active or no longer meets certain account conditions.
However, when the review is negative, even if the store seems to be inactive, closed, or no longer using Shopify, the review appears to remain visible indefinitely.
We’ve opened tickets about this and have been trying to understand the criteria for more than a month, but we haven’t received a clear explanation yet. So we’re genuinely trying to understand how this works.
Does anyone know what criteria Shopify uses to archive reviews from inactive stores?
Is the process supposed to be the same regardless of whether the review is positive or negative?
Has anyone else noticed that 5 star reviews are removed or archived faster, while 1 star reviews from inactive stores remain visible?
We’re not trying to remove valid criticism or avoid negative feedback. We completely understand that reviews should reflect real merchant experiences. But if the rule is that reviews from inactive or ineligible stores should be archived, it would be helpful to understand why that rule seems to be applied differently depending on the rating.
Any insight from other app developers or from someone at Shopify would be really appreciated.