URGENT: 30-Day App Suspension Caused by Reviewer Oversight (Proven by Reviewer's Screencast -

Shopify App Store
1

Hello Shopify Community and Dev Team,

I am writing to request urgent assistance regarding an unjustified 30-day suspension on our app review process due to a reviewer oversight.

Our app was rejected and suspended under Rule 2.1.4 (Synchronize data accurately) with the claim that data was not updating properly. However, data synchronization in our app is designed to be triggered manually by the user via a dedicated sync button in the dashboard, where import timeframes must also be set.

The reviewer failed to click the sync button and did not set the import timeframes using the dedicated button during testing, which caused the data to appear unsynced. This oversight is clearly visible in the review screencast provided to us by the reviewer.

We had fully documented this requirement prior to submitting:

Testing Instructions & Submitted Demo Video: In our submitted demo video showing the onboarding flow and core functionalities, the exact order synchronization process is clearly demonstrated starting at timestamp 3:50. Clicking the button and setting the timeframes instantly and accurately synchronizes data across both platforms.

Because an explicitly documented testing step was skipped during review—as proven by their own recording—our app has been blocked for an entire month.

We have already contacted Support via chat and provided the details showing that the sync process works flawlessly. We kindly ask a Community Manager or Shopify Partner Specialist to help escalate this case (App ID: 103303). We can also share the video in a direct message if needed.

Thank you in advance for your support!

2

If the reviewer can’t figure it out, how will the merchants? Perhaps there’s room for UI/UX improvements.

3

The interface is user-friendly; they simply didn’t go to the specific page for manual import, where you also configure the automatic setting.

4

It’s frustrating when that happens. I would add more clear direction of what steps to take. Perhaps onboarding or something would help with this.

5

It’s been done, including the instructional video. I opened a ticket and they created a report for it, so I hope to get a positive update. It’s really frustrating because there are no direct contact methods.
I hope to get support here as well.

6

In my experience app reviewers often act irrationally and struggle to understand how an app works compared to average merchant.

You should make the app thinking about the merchant, not the app reviewer.

7

I used to be a retailer before becoming a developer, so I guarantee you that onboarding is very simple and completely merchant-proof