User left a one star review without even looking for the setting - we have no other reviews....

[Tally]

User left a review for our app Tally - Auto Gang Sheeter from a different country. He had the app on his store for less than 9 minutes and immediately after left our first and only review.... One Star. I replied to the feedback and told him where to find the setting he was looking for and tried to contact him to tell him that we are adding additional support for international markets but he will not respond. 

Is there a way to remove this review? I feel like no one will even give it a chance since he is the one and only review of our app. How do you come back from this?

[Dan-From-Ryviu]

We got a few 1-star reviews to complain about the service and options that our app does not provide. We contacted merchants, but they don't want to remove reviews. We reported to Shopify, but they responded that they would not remove merchants' reviews, so we must accept them.

[Easify-Mark]

Our app experienced a similar situation. After looking into it, we found that the reviewer was likely hired by a competitor to leave a 1-star review. We reported it to Shopify, but they couldn’t take any action. They reassured us that our app is performing well and that there’s no need to be overly concerned. While it’s not ideal, it’s something many apps encounter.