Customer Reviews (100)

FAKHRUL HOSSAIN “Dipu” CHOWDHURY • 2025-03-31T00:07:34.269Z

best

Mehmood Alam • 2025-03-30T21:44:23.520Z

My personal opinion is that it is a good app and targets most aspects accurately as far as they concern me, and overall I like it quite a lot, just the price point is a bit costly at the basic plan for 25$ a month, I think if they can cut it down to 12$ a month it'd be a good deal.

Greg McDaniel • 2025-03-30T16:51:36.335Z

this was. a 4 star but now I want 1 star because of the payment just to sale mech and they probably take 90% of what we make for what they buy or they take 99% to scam

Summary of Key Insights

The Shopify app generally receives positive feedback, with users appreciating its convenience and functionality for managing their e-commerce stores on the go. The app is praised for enabling users to handle various tasks such as product management, order processing, and marketing campaigns from their mobile devices. However, significant concerns exist regarding payment issues, customer service responsiveness, photo uploading issues and unexpected charges/scams, indicating areas needing immediate attention. The positive sentiment is reflected in the high percentage of 5-star reviews (61%), but the considerable number of 1-star reviews (22%) suggests a polarization of user experiences. Overall rating is approximately 3.6/5 based on the score distribution.

Key Strengths:

  • Convenience and accessibility for managing stores from anywhere.
  • Ease of use for basic tasks like product uploads and order processing.
  • Comprehensive feature set covering various aspects of e-commerce management.

Key Weaknesses:

  • Payment gateway limitations and issues (especially in specific regions).
  • Customer service responsiveness and support quality concerns.
  • Photo uploading issues and backward order of images.
  • Unexpected charges, perceived scams, and lack of refund support.
  • Login issues and difficulties verifying identity.
  • App compatibility issues with certain devices.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the app version (9.2512.0) and the recency of the reviews.
  • Analysis Methods: Sentiment analysis (categorizing reviews as positive, negative, or neutral based on keyword analysis and star ratings), keyword extraction (identifying frequently mentioned issues and features), and thematic analysis (grouping related issues into broader categories like "Payment Issues" or "Customer Service"). Simple calculation of percentage of each star rating.

Key User Pain Points

  • Payment Issues: Users report problems with payment gateways, especially in specific regions like Zambia, and express frustration with limitations and the lack of integration with local providers. Some users reported being charged without even setting up a store, indicating potential billing errors or scams.
    • Impact: Hinders business operations, limits market reach, and erodes trust.
  • Customer Service Responsiveness: Many users complain about slow or non-existent responses from customer support, particularly via email and chat. The chatbot is criticized for being unhelpful and failing to connect users with live support agents.
    • Impact: Leaves users feeling unsupported, exacerbates frustration with technical issues, and damages the brand's reputation.
  • Photo Uploading Issues: Users report issues with the photo uploader, including photos being uploaded in reverse order and increased time spent on the uploading process.
    • Impact: Adds extra steps, wastes time and makes product management cumbersome.
  • Unexpected Charges/Scams: Some users report being charged unexpectedly after signing up for a trial or experiencing fraudulent activity related to their accounts, with limited support from Shopify in resolving these issues.
    • Impact: Financial losses, loss of trust, and negative perception of the platform.
  • Login Issues/Identity Verification: Some users are facing difficulties logging into the app or verifying their identity.
    • Impact: Prevents users from accessing and managing their stores.
  • Shipping Rate Issues: Users complain about the shipping rate calculation method.
    • Impact: Causes inflated shipping costs for customers, potentially leading to abandoned carts and lost sales.
  • App Compatibility Issues: Some users report that the app is not compatible with their devices or causes performance problems like lagging.
    • Impact: Limits accessibility and usability for affected users.
  • Complex Interface: A few users find the app interface unintuitive and overly complicated.
    • Impact: Makes it difficult for new users to set up their stores and manage their businesses effectively.

Frequently Requested Features

  • More Payment Gateway Options: Specifically, support for local payment providers in regions like Zambia.
  • Improved Customer Support: Faster response times, more helpful support agents, and better communication channels.
  • Simplified Photo Uploading: A fix for the image ordering issue and an overall streamlined uploading process.
  • Clearer Billing and Refund Policies: More transparent information about charges and a more efficient refund process for legitimate issues.
  • Improved Shipping Rate Calculation: A more flexible and accurate method for calculating shipping rates, especially for stores with multiple suppliers.
  • More Intuitive Interface: A redesigned interface that is easier to navigate and use, especially for new users.

Strengths and Positive Aspects

  • Convenience and Accessibility: The app allows users to manage their stores from anywhere, making it easy to stay on top of their business while on the go.
  • Ease of Use: Many users find the app easy to use for basic tasks like uploading products, processing orders, and running marketing campaigns.
  • Comprehensive Feature Set: The app offers a wide range of features that cover various aspects of e-commerce management, from product management to marketing and finance.
  • Sleek Design: Some users appreciate the app's design and user interface.
  • Profitability: Some users report making a profit soon after starting their stores.

Prioritized Action Recommendations

High Priority:

  • Payment Gateway Improvements: Expand payment gateway options, especially in underserved regions, and address reported issues with billing errors and unexpected charges.
  • Customer Service Enhancement: Implement measures to improve customer service responsiveness and support quality, including faster response times, more helpful agents, and improved communication channels.
  • Photo Uploading Fix: Immediately address the issue of photos being uploaded in reverse order and streamline the uploading process for better user experience.
  • Scam/Fraud Prevention: Strengthen security measures to prevent fraudulent activity and provide better support for users who have been victims of scams.

Medium Priority:

  • Shipping Rate Optimization: Revise the shipping rate calculation method to address issues with inflated costs for customers with multiple suppliers.
  • Login/Identity Verification: Resolve login issues and streamline the identity verification process.
  • App Compatibility: Address compatibility issues with specific devices to ensure accessibility for all users.

Low Priority:

  • Interface Improvement: Consider a redesign of the app interface to make it more intuitive and easier to use, especially for new users.

Opportunities for Startup Ideas

  • Shopify App for Enhanced Customer Support: A third-party app that integrates with Shopify to provide improved customer support features, such as live chat, automated responses, and a knowledge base.
  • Shipping Rate Optimization Tool: A tool that helps Shopify store owners calculate shipping rates more accurately and efficiently, especially for stores with complex shipping needs.
  • Automated Product Photo Editor: An AI-powered app that automatically optimizes product photos for Shopify, including resizing, cropping, and adjusting colors.
  • Fraud Detection and Prevention App: A security app that integrates with Shopify to detect and prevent fraudulent activity, such as fake orders and stolen credit cards.

Trends and Observations

  • Language Preferences: The reviews are primarily in English, but there are also reviews in other languages, indicating a global user base.
  • Recurring Positive Sentiment: Many users express satisfaction with the app's convenience and functionality.
  • Recurring Negative Sentiment: A significant number of users report negative experiences related to payment issues, customer service, and unexpected charges.
  • Shift in Sentiment Due to Updates: Some users mention that recent app updates have introduced new issues, such as the photo uploading problem, suggesting that updates should be thoroughly tested before release.

Conclusion

The Shopify app provides a valuable tool for e-commerce store owners, offering convenience and a comprehensive feature set. However, significant pain points related to payment issues, customer service, and unexpected charges need to be addressed to improve the overall user experience and build trust. Prioritizing the action recommendations outlined above will help Shopify strengthen its platform and better serve its users. Overall, while the app has many positive aspects, addressing the negative feedback is crucial for long-term success and maintaining a positive brand reputation.

Original App Link

https://play.google.com/store/apps/details?id=com.shopify.mobile