5-star app reviews are removed by Shopify

[MikhailEurora]

Hello

we have recently re-released a refactored app on the Shopify App Store. 2 actual app users have left 5-star reviews, which were removed by Shopify with the reason:

"The investigations in both of these cases were very thorough and these investigations uncovered that these reviews were left by stores that are directly connected with your partnership. No further information can be disclosed, the decision to remove the reviews and demote the app listing is final, and no further action is required on your part."

The only connection between our company (Eurora) and the merchant, is that we are providing intermediary services for them in EU, by registering and issuing an IOSS number for the merchant. The app itself, distinguishes IOSS orders sales data from all orders and reports those to Eurora db for further submission to tax authorities.

We have all the necessary information, documents and proofs (up to a contractual agreement and invoices between Eurora and the app actual user), that there is no direct connection other than customer and service provider relations.

Has anybody faced similar issues and is there a way to prevent it future?

[MikhailEurora]

Hi @flareAI thanks for sharing your experience.

We did contact Shopify Support team, but unfortunately they refuse to disclose the exact reason.

* We have investigated the way we ask for an HONEST app feedback and found no violations with Shopify Partner Program regulations

* We have investigated the removed reviews content and found no violations

It's very weird to be honest as we want to isolate the issue if it exists and fix it, but nor Shopify Support team, nor Shopify's eco-system governance team are pointing out, what exactly and where exactly was violated