A developer reported a 1-star review from a user who installed and uninstalled their app within two minutes, claiming the app’s reviews were fake. Despite contacting Partner Support multiple times over several weeks, they’ve only received generic responses that “experts are reviewing” the case, with no resolution.
Community insights:
Shopify may automatically remove reviews that are irrelevant or empty content, but this process takes time
Support typically encourages developers to respond to negative reviews rather than remove them
Reviews are only removed if they violate specific guidelines (spam, blackmail, abuse)
The bar for Shopify to take removal action is reportedly very high
One commenter noted they’ve never successfully had a negative review removed
The developer is seeking advice on escalation strategies or direct contact methods for the App Review team, as the review continues to impact their app’s rating and potentially mislead merchants.
Summarized with AI on October 23.
AI used: claude-sonnet-4-5-20250929.
I reported a clearly negative review of my app a few weeks ago. The person installed and uninstalled it two minutes later, then left a 1-star review, claiming my reviews weren’t true.
I’ve already contacted Partner Support several times, but I always get the same response: “Experts are reviewing your case.”
It’s been a while now, and the review is still up; it’s impacting our app’s rating and misleading merchants.
I’m wondering if anyone here has managed to resolve a similar issue recently, or if there’s a more direct way to contact the App Review team for escalation.
Any advice or moderation assistance would be greatly appreciated.
If this 1-star review refers to unfair ones, you can give it some time and wait for Shopify to handle and check it. From what I know, Shopify will delete or remove less related reviews if they detect out the review content is unrelevant or empty.
That would be amazing, thank you!
I’ve already submitted a few tickets but it’s been over two weeks with no update.
I’d really appreciate your guidance on how to prepare the right escalation message and supporting evidence.
Most of the time, Shopify support agent will ask you to neutralize the reviews but not remove the review for you. Unless the review violates the guideline like spamming, blackmailing, abuse etc, Shopify won’t remove the review. There is a high bar for Shopify to take action. I don’t get Shopify to remove a single negative review so far.