Not able to write review

[milindpatel]

Today one of my customer goes to write review about our application FLITS but here's image he sends me that he is not able to write review

As Per client's sentence this alert appears on write review popup. (The store is on Advance shopify plan)
I feel like it says client's cannot write review after 45 days.
Anybody faces the similar problems? 
Any Suggestions would be great.
Thank you.

[Visely-Team]

What it says is that your app should be installed for not less than 45 days before the shop owner can leave a review. How long is this client with your app?

[milindpatel]

Hey @Visely-Team
Nearly around 16+ months.

[Visely-Team]

Uh oh that's odd. Maybe Shopify team has some insights into it...

[May]

Hi, there!

This is May from Shopify.

I am sorry to hear that your client isn't able to write a review. If your client has the app installed for over 45 days on their store, and is on a Shopify paid plan, then they should not be seeing that error message. Is this the only instance where your customer is seeing this error? Or are there a few other customers with the same issue? 

To gather more information about your client, I am going to send you an email to the email address attached to this forum account. That way, our team can take a look into this issue further.  Keep your eyes peeled for the email!

Best Regards,

May
Shopify Support

[datadog]

Has this been fixed? We have a merchant trying to leave a review of our Shopify app, but they see that same message indicating that they cannot leave a review AFTER 45 days of using the app. Very strange.

[edwardupton]

Yes, we also have this problem. Our customers see much more value after 45 days of the app being installed, so this is a major blocker to marketing

[May]

Hi, @datadog and @edwardupton.

I'm sorry to hear that you are having this issue as well. We currently don't have a known issue with merchants not being able to leave app reviews. There are a few requirements that merchants have to fulfill in order to leave a review. Please make sure that your merchants check all these boxes:

• The merchant has interacted with the app within 45 days.
  
• The merchant needs to be on a paid plan. Stores that cannot leave a review are stores that are in trial, affiliate or development. 
• The review needs to meet the 100 character minimum.
  

After a merchant uninstalls an app, they still have 45 days to leave a review before the privilege is revoked.

If they meet all of the above requirements and still not able to leave a review, please follow back up and let me know. That way, I can send a follow up via email to your private email and gather more information on the merchant, so we can take a closer look into their account.

Kind Regards,

May.

[edwardupton]

Thanks May. I believe the issue in our case is needing to 'interact' with
the app within 45 days.

These rules aren't clear either to app developers (I received 3 different
answers in the partner Slack channel) or to stores (where the reason they
can't review is given as them having been installed for too long). Perhaps
that could be addressed with some improved messaging?

[milindpatel]

Hello @May

Are there any conditions like who install the application can only write a review? 
Some of our clients say us to write a review as they don't have time and they really trust us well but we got the same error message.

We have collaborator access to those stores.

[May · Accepted solution]

Hi again, @edwardupton and @milindpatel!

Thank you for the feedback, @edwardupton! I do agree that having this requirements written in a doc will be beneficial for other partners as well. I will be sure to send your feedback to our team.

To answer your question, @milindpatel. I have reached out to our Partners team, and they have confirmed that app reviews can only be submitted by store's staffs. This means, you won't be able to leave reviews from a collaborator or developer account. That being said, I am also going to add this to my note to our team as well so that app review requirements are listed in details.

If you have further questions, feel free to follow back up and I'll be happy to take a look. 

Cheers!

[Ricardo_Amorim]

> The merchant has interacted with the app within 45 days.

What exactly does this mean? Is it enough for the app to have been installed for more than 45 days? Or does interact mean the shop must have logged into the app or some other action that goes through Shopify auth?

[Visely-Team]

@Ricardo_Amorim, these are 45 days since installation, I doubt there are ways to actually measure the level of “interaction”.

[edwardupton]

My understanding is 45 days since last oauth login, and the access was renewed - that's what an 'interaction' is

[dung_h2]

Hello @May, 

How can we define what "interaction" means here?

Thanks.

[stu-boosterapps]

@May  +1 for the definition of "interacting"

[Trendymommy]

Hi @May ,

I've a paid plan and I'm not a developer but still I couldn't review any apps I installed ( installed & using the apps for more than 30 days). Please help

[ArvyEX]

I wanted to write a review about an app which has the worst support I have ever come across, a shame because their products and prices are good, but their support is just terrible to non-existant. 

I too got the message that I cannot write a review - this is very ambiguous - I installed the app a few days ago and immediately imported 50 items from them into my shopify store (NONE of which imported correctly) so do I have to wait 45 days or do I have to "interact" within 45 days - presumably importing 50 items into my store must count as "interacting"?  I have tried every method of complaining to them both from there site (I got a message after submitting a Ticket basically saying I am not allowed to submit a ticket), I also used the "get Support" on shopify App page to send complaints but still no replies. 

Please explain how I can tell others just how bad their support appears to be, by writing a review. Thanks. 

Vilma

[Bestpush]

Hi May I have the same issue. 
I have a client that installed us 22 days ago and have interact with us within 45 days. they are basic user of Shopify and also they wanted to write a nice review for us but they send us an screenshot that they can not do that. 
could you help us what should we do? I worried about other clients maybe have the same issue these days.

[sravans]

@Bestpush Any luck post that? we are now facing the same problem although we meet all the criteria. Now worried if this will be the case for future reviews too.

@Luna Would you please help forward this issue to Shopify Partners team? There are still more occurrences of this problem. I'm sure if the team picks just one or two of our cases, they will be able to unfold a bug.

[Visely-Team]

@sravans here is the most up to date status one of the community members got from Shopify team. Check if any of these would match your case:

• If a merchant has selected a plan but still has trial days left, they will not be able to leave a review until all trial days have been depleted and the merchant has paid for an invoice.
• If a merchant uninstalls an app, they still have 45 days to leave a review before the privilege is revoked.
• If a merchant has an unpaid outstanding invoice on their store they will not be able to leave an app review.
• The merchant cannot have any outstanding invoices on their store

[sravans]

Thanks @Visely-Team. I checked all except unpaid invoices. Do we have some documentation around this rule? 

By unpaid invoices, you mean the invoice payment is overdue? Otherwise if the invoice that still is under due date shouldn't be an issue.

I do not know if the merchant has unpaid invoices, but they are an old store. I frankly hesitant to ask this to them, specially when its for my review purpose.

[Pandectes]

Based on our client's feedback, what they are seeing right now as a message after trying to leave a review is this:

You can’t review this app. You can only review apps that you’ve had installed within the past 45 days and you must be on a paid Shopify plan.