Shop app review - violates shop terms but Shopify won’t remove

Shopify Apps
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How do we escalate issues we’re having to terms and policy violations not being resolved?

Our shop received a review on the shop app (managed by Shopify), the 2 star review is about their order being delayed in shipping with UPS by 1 day. Mind you, we shipped the order same day and they received 2 days later. The review starts by saying “Although not this company’s fault…” and goes on to say their order was delayed. The shop policy states that reviews must reflect the shop or the product. This, clearly does not. After reporting the review and being told that it does NOT violate the terms, I reached out to Shopify support.

Shopify support agreed that this was not a reflection of my shop and should be removed. They then proceed to tell me that the shop app developers aren’t able to manually remove reviews once it’s been through the initial report process. I find this incredibly hard to believe. If they can remove it when a report is made, what makes it so impossible to remove at any other time? Their solution is to remove the shop app all together. Not a solution that benefits us, so really, not a solution at all.

I guess I’m just looking for a “what do I do now?” Because I feel like I’m being given the run around. None of it makes sense and it’s very frustrating. I need to figure out how to get this resolved and Shopify support isn’t getting it done.

1 Like
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Hi Cics, did you find any kind of solution to this problem? I am having the exact same issue so am very interested in any guidance about what to do. We take reviews of our products and store very seriously, and in the Shop app we don’t seem to have any control over spam reviews. I’ve disconnected the Shop app from the reviews platform in our regular store so at least the Shop app reviews no longer show there, but it’s incredibly frustrating and it seems like our only option is to remove the Shop app completely.

In our case our most recent review was 1-star and the text is nonsensical quoting odd prices. I reported it but was told that it doesn’t violate any policies. Like you, I reached out to support and have also been getting the runaround. They just keep copying and pasting the Shop policies and review guidelines and telling me that at the moment having any kind of control over the reviews shown on your own store is not something that they offer. It’s ridiculous.

If you or anyone else on here has a suggestion, I’d love to hear!