Reviewer Testing Wrong Flow — No Way to Clarify

Shopify App Store
1

Hello,

App Listing Reference: 98696

TL;DR:

  1. We are trying to list a new app that uses Shopify Billing and the Shopify app store install flow

  2. The reviewer tested a completely different signup flow intended for another unrelated use case inside our platform

  3. We currently have no way to explain this to the reviewer, so if we resubmit, it will likely be denied again for the same reason and waiting another 3 weeks.

First Submission

We originally submitted the app in February.

During the first review, the reviewer successfully installed the app through the Shopify App Store and tested the correct flow. They identified an issue where changing plans through Shopify Billing sometimes did not immediately update the selected plan in the frontend.

We found and fixed the issue and then resubmitted the app.

This confirms the reviewer was initially testing the correct Shopify Billing flow.

Second Submission

After about three weeks, we received a new response stating that we are not using Shopify Billing correctly.

However, nothing about the app or billing implementation changed between submissions.

Based on the screenshots provided, the reviewer appears to have gone through a completely different signup process that is unrelated to the Shopify app being listed.

Our platform also supports other carts and non-Shopify use cases, which use a separate billing flow outside Shopify Billing. That is not the flow for the Shopify app listing and not the flow for the app being reviewed.

Current Problem

The reviewer is testing the wrong flow and wrong use case.

We currently have no way to communicate this context or direct them back to the original Shopify App Store installation flow that was previously reviewed correctly.

Thank you!

2

SAME ISSUE HERE. I’m trying to get clarity, i’ve talked to shopify support about this. It’s still super vague, and frustrating.

3

I would recommend updating the ‘instructions’ section and specifying what went wrong with the last review.

You could optionally also update the video demo with updated instructions.

I would also just double check that there was no way the reviewer would have gotten into the wrong flow via the Shopify app flow itself. I don’t think the Shopify app store reviewer would go through your website install process, and not the app store - that wouldn’t really make sense!

4

Good suggestion to use the instructions @bkspace. I will try that and report back!

We ran into this before with one of our other apps. I was able to explain it because I could reply to the email. That app did get listed because I was able to explain it.

5

Agree. All we can do is keep pushing.

After all, that is business :slight_smile:

6

Going through this same struggle as we speak, have been trying to get our app approved since November and the last 2 reviewers have done the same wrong flow… so frustrating.

7

As suggested, I added additional instructions in the testing instructions and re-submitted.

And now our App review is suspended until June 1st.
Possible reason given: Multiple failures to resolve a core requirement issue.

I don’t believe the tester read my instructions.

If I resubmit it, it will just be denied again like I predicted before and I have no other way to give the reviewer any context.

The app we are trying to get listed does not use any other method then Shopify billing.

@Liam-Shopify Please help.

9

I reached out to live support regarding this too and they said they made a note for the next reviewer. I hope this works because I did try the same thing as you twice and it didn’t. Really insane you cannot reply back to the reviewer or have an ongoing conversation so the next reviewer can have all context…

I was feeling better before I checked this now I am just :sweat_smile: hope for the best.