Sales Channel App Suspension

Shopify App Store
1

Hi everyone,

We are looking for guidance regarding a sales channel app review situation that has been ongoing since December.

Yesterday, our app was suspended during review because the tester considered a core onboarding flow unresolved. We fully respect the review process and merchant experience standards, but we believe the suspension may have resulted from a misunderstanding of the setup flow rather than an actual broken functionality.

Our app validates multiple required sales channel configurations before showing a successful/green status. Entering the API key alone is intentionally not enough to complete onboarding, because additional merchant-side settings and permissions are required for the channel to function correctly and safely.

To support the review process, we provided:

  • detailed step-by-step testing instructions,

  • a complete video walkthrough,

  • contextual onboarding guidance inside the app,

  • tooltips and status cards explaining each configuration state.

However, during the review, the API key was entered without completing the remaining required setup steps, and the resulting “in progress / blocked” statuses were interpreted as a malfunction rather than intentional validation states.

We completely understand that onboarding clarity is important, and we are already improving the UX further to make required actions even more explicit. Still, we are struggling to understand whether intentional validation states during incomplete setup should justify suspension when the underlying functionality is working as designed.

We already contacted Partner Support, but were informed that escalation options are limited beyond communicating with the review team.

We would genuinely appreciate:

  • advice from other partners who faced similar review situations,

  • recommendations on how to approach reconsideration constructively,

  • or guidance from anyone familiar with sales channel review expectations.

We are fully committed to improving the merchant experience and complying with all Shopify requirements. We simply want to ensure the app is being evaluated based on the intended onboarding flow and complete configuration process.

Thank you everyone.

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