Shopify suddenly delisted apps without warning, and now won't respond to email

Shopify App Store
1

Hi all,

I’m not sure if this is the right place, but I am in a bit of a desperate situation, and need help.

I’m an app developer with 4 apps (let’s say A, B, C, and D)

App C had some issues identified by Shopify

  • It was using an old version of app bridge
  • If a merchant upgraded to a free plan, then cancelled, then immediately upgraded again, they would lose one trial day

I wasn’t able to fix the above in a reasonable amount of time, so app C was delisted. This is something that I own, and Shopify’s delisting app C is reasonable as I was given plenty of warning.

However suddenly, without any warning at all as far as I can see, my other apps (A, B, and D) have now been delisted as well. Shopify sent me an email that my case has been forwarded to Shopify governance, and literally 1 minute later I received an email that my app has been delisted, and in the body of the end of the email, it also mentioned that my other apps (A, B, and D) were delisted.

Absolutely no warning as far as I can tell.

When I realized what happened, I contacted support immediately thinking this must be a mistake, and they told me the reason was that I had not responded to the email that stated that app C was delisted. I did not know that Shopify needed a reply. They had delisted app C like they told me they would, I was ok with that, so I figured I would just leave it as I tried to work out what to do next (basically I wanted to decide whether I wanted to sunset the app, or do a lot of work to modernize it and fix the issues)

At no point was I told that app A, B, and D were at risk of being delisted. If I had known I absolutely would responded and even would have fixed the issues if necessary.

App A, B, and D are in good standing, and serve significantly more Shopify merchants that app C. App C was a bit of a failure to be totally honest.

I have now responded to the governance email, and have even started the process to sunset app C. I am doing everything I can to get my apps listed again.

Shopify still has not replied after 24 hours. Please, can someone help me. I am beside myself that something like this could happen. I really don’t understand, this must be a misunderstanding.

2

Hey @Chris_Geelhoed

I definitely get why this is stressful, especially where multiple apps are involved.

I can’t review or discuss account-specific Partner Governance actions in detail here on the Community, but the right path is the original Governance email/dispute flow, since that’s the team that can review and make any relisting decisions. Since you’ve already replied there and started the sunset process for the app with the outstanding issues, keep any follow-up on that same email thread so the case stays connected.

I’ll also flag this internally so the right team is aware of the Community post, but any case-specific next steps will need to come back through that Governance thread. Hope this helps a litte bit at the very least.

4

Thanks Alan, I appreciate that. Thankfully installs have been unblocked on my apps now. This is a good reminder that all emails from Shopify should be read in their entirety, no matter what the subject says.

Thank you to anyone that helped get the apps listed on the app store again, it means a lot to me.

5

Thanks @Chris_Geelhoed - I’ll mark this as solved, I’m glad things are all set for you now. Let me know if we can help with anything else on our end as always :slight_smile: