Hello,
About two months ago we received a 1-star review from a merchant for our pre-order app. They had contacted Shopify about an issue they were having with a setting on their products and Shopify told them that the issue was caused by our app. They also told the merchant that the solution was to re-install our app which makes it sound like our app is ransomware.
We quickly discovered a bug in the Shopify admin relating to the selling plan UI. Shopify had released an update that hid one of the original settings. For this merchant, that setting was now stuck “on” and they had no way of turn it off unless they installed an app and created another selling plan. This is why they were told they HAD to reinstall our app to resolve the issue.
We reported this issue here: [BUG] "Only sell this product as a subscription" field not showing when selling plans are removed
As you can see, Liam followed up internally and it was confirmed that the issue was a bug in Shopify, not our app. I’ve also confirmed that the issue has since been fixed.
However, we’re now apparently stuck with this very intense 1-star review because Shopify broke their own UI and then told the merchant that it was our fault.
I’ve contacted support over eight times in the last two and a half months about this issue and have NEVER heard back after the live chat. I’ve been told a ticket has been opened and will get an email when there is an update. They won’t even hide the review while they “investigate”; we’re just stuck with it.
Meanwhile, we’re losing business (and can see prospective merchants looking at this 1-star review) while Shopify take months to respond to us.
What are we supposed to do? As the app developer, we are absolutely powerless when it comes to merchants leaving reviews. How can we be expected to grow on this platform when Shopify themselves are blaming us for their own bugs then going completely unresponsive when we ask them to help resolve the miscommunication?
@Liam-Shopify I’ve already messaged you about this directly - that was almost two months ago now and we’re are still here in the same position, no response from Shopify at all.
Where do we go from here?
Thanks,
Ryan