Hello Shopify Community,
I’m reaching out to express my deep frustration and concern regarding Shopify’s decision to remove JivoChat from the App Store, effective November 22. This announcement, made with less than two weeks’ notice, leaves businesses like mine scrambling to find alternatives for a critical customer service tool, especially during the busiest sales period of the year with Black Friday just days away.
JivoChat has been an integral part of our operations for over two years, consolidating all communication channels, including a fixed business phone line. We renewed our annual subscription in June, trusting Shopify’s endorsement of this app through the App Store. Now, we are facing potential financial loss and significant operational disruption due to Shopify’s unilateral decision.
Shopify has mentioned “compliance reasons” as the justification for removing JivoChat, but we have yet to receive any specific details. Meanwhile, JivoChat has reached out to recommend manually reinstalling their widget directly on our website, which raises questions:
1. Is this decision related to an internal dispute between Shopify and JivoChat, which should not involve us as merchants?
2. Or does this pertain to a genuine security issue, which would mean we’ve been unknowingly exposed to risk?
As merchants, we deserve full transparency. The lack of clear communication and the unreasonable timeline for such a major change shows a concerning disregard for the needs of Shopify’s clients.
I would like to hear from other merchants facing this issue. How are you handling the transition, and has anyone received more detailed explanations from Shopify?
Shopify, we need answers and support:
- Why exactly is JivoChat being removed?
- How will Shopify assist businesses like ours that trusted its App Store recommendations?
- What compensation or solutions will be provided for the financial and operational impact caused by this decision?
I look forward to hearing from Shopify and other affected merchants to ensure this matter is addressed with the seriousness it deserves.
