Why are merchant reviews for our app getting rejected?

[giles_corbett]

On two separate days over the last week, 2 merchants have received an error message when trying to review our app.  One of the merchants is Shopify plus, the other is a standard package.  Both are fully paid up and both are using our app every day.  We have put months into making our app great, so having the merchants let down on the review experience is upsetting.

Retailer 1 got generic error messageRetailer 2 got a specific error message, with none of the conditions applying to her

[AvadaCommerce]

Hi @giles_corbett 

I highly recommend you to chat directly with a Shopify agent, as they might need you to provide clues and information that should not be shown here in public. Please contact them here: Contact Shopify Support · Shopify Help Center

If you feel like my answer is helpful, please mark it as SOLUTION. Let me know if you have any question!

[giles_corbett]

Hi Avada - Thanks for the feedback.  I'll try again, though... it was a Shopify agent yesterday who recommended that I try the community

[AvadaCommerce]

Hi @giles_corbett 

Oh I'm so sorry that the agent did not help you through. This is their rule of review after all.