Shopify App Store / Partner Dashboard

App uninstall reasons revamped
Selecting a reason is now required when uninstalling

Before removing an app, merchants must now pick one of eight reasons. The Partner Dashboard now delivers clearer, more actionable churn insights.

What's on this page
  1. What actually changed (in 30 seconds)
  2. How it works: the new uninstall flow
  3. The eight churn reasons available
  4. Before vs. after comparison
  5. How to read churn reasons (editor's note)
  6. Five key points for developers
  7. Three use cases you can put to work
  8. A one-line summary for your pitch

1What actually changed

Shopify has revamped "app uninstall reasons" in the Partner Dashboard.
Unlike before, merchants must now pick one reason before removing an app .
The aim is to deliver "clearer, more actionable churn insights" to developers and help drive improvements to the app experience.

Before: reasons were optional

Entering a reason at uninstall wasn't required, and apps were often removed with no answer given (the pre-update options aren't covered in this article).

After: exactly one of eight

Removal can't be completed without picking one of eight standardized options. Reason-data collection rates go up, making it easier to aggregate and compare.

2How it works: the new uninstall flow

Merchant Wants to remove an app Uninstall presses the button → On to reason selection Removal flow begins Select a reason (required) Can't finish without a selection Partner Dashboard Aggregated and visualized by reason
The change is that "a required reason selection has been added to the merchant-side removal flow". No app implementation or code changes are needed on the developer side, and the data lands in the Partner Dashboard.

3The 8 preset cancellation reasons

Merchants complete removal by choosing one of the following 8 options. The original options are shown alongside their Japanese translations.

1

Comparing multiple apps

Testing multiple apps

2

Closing or pausing the store

Store is closing or pausing

3

Not using the app right now

Not using app now

4

Not satisfied with the app's features

Not satisfied with app features

5

Not satisfied with customer support

Not satisfied with customer support

6

Price is too high

Too expensive

7

Doesn't work properly in my store

Not working properly with store

8

Other (free text)

Other (please specify)

4Before vs. new behavior

ItemBeforeNew behavior (this update)
Selecting a reason Optional Could remove without selecting one Required Removal can't be completed without selecting one
Available options The pre-update options arenot documented in this post Standardized 8 choices (including a free-text "Other")
Insights gained Low capture rate and unclear granularity Clearer, more actionable cancellation reasons
Where to check Partner Dashboard
Developer work None needed A change on Shopify's side; no app code changes are involved

5How to read the cancellation reasons (editorial note)

The categorization below isn't a fact stated in the post, butour editorial framing for putting the 8 options to practical use. Note that this isn't an official Shopify classification.
Preventable through improvements

Dissatisfaction with the app itself

"Not satisfied with the features," "Not satisfied with support," "Price is too high," "Doesn't work properly." Churn you can potentially reduce through product, support, or pricing measures.

Partially controllable

Churn driven by usage circumstances

"Not using it right now" or "Comparing several apps." There may be room to improve onboarding, retention initiatives, or trial design.

External factors

Churn not caused by the app

"Closing or pausing the store." This is churn unrelated to app quality, and separating it out of the churn-rate denominator brings the metric closer to reality.

Note: "Other (free text)" is qualitative data. It helps to read through the text and map frequent keywords to the existing 8 options to spot trends.

65 points developers should keep in mind

1. Making it required = a larger data sample

Because selecting a reason is now required, even churn that previously went unanswered now has a reason attached. Response rates rise and the reliability of the aggregated data increases.

2. Check it in the Partner Dashboard

Churn reasons are reviewed in the Partner Dashboard. Whether they can be retrieved via the Admin GraphQL / Webhook, etc. isnot statedin this article, so if you want to fetch it automatically you'll need to verify separately.

3. "Other" is qualitative data

"Other (please specify)" is free text. While it captures churn reasons that don't fit the standard 8 options, aggregating it requires manual classification and summarization.

4. Standardization makes comparison easier

Because the options are now a fixed set of 8, it's easier to track trends over time and compare churn reasons across your own multiple apps.

not stated

5. The fine details of the spec aren't public = don't make excessive assumptions

Operational details such as data export methods, when changes are reflected, how long history is retained, and whether it can be referenced via the API arenot statedin this article. Confirm the actual behavior in the dashboard before building it into automation or internal reports.

73 use cases you can apply to your work

USE CASE 1

Use the churn-reason dashboard to separate "features vs. price" and decide roadmap priorities

Challenge
You only understand why users churn qualitatively, so you can't decide whether to invest in feature improvements or revisit pricing.
Approach
Aggregate the 8 options whose sample size grew thanks to the requirement, and track the ratios of "not satisfied with features," "price is too high," and "doesn't work correctly" over time.
Impact
You can prioritize improvement investments based on quantitative evidence—the composition of churn reasons—rather than gut feeling.
Technical note
Check it in the Partner Dashboard. Since API retrieval is not stated, design your operations around periodic manual checks and manual exports for now.
churn Breakdown
USE CASE 2

Exclude churn not caused by the app to measure "true churn rate (controllable churn)"

Challenge
The churn rate mixes in churn unrelated to app quality, such as "store closure" and "still comparing apps," making the KPI look worse than reality.
Approach
Classify the 8 options into "reasons preventable through improvements" and "external factors," and turn controllable churn—excluding the latter (store closure, pausing, etc.)—into a metric.
Impact
Measuring the effect of improvement initiatives becomes clearer, and you obtain a churn rate you can use in management reports and stakeholder explanations.
Technical note
The classification is defined in-house, starting from the organization in Section 5. Because it is not an official Shopify classification, fix the criteria internally and measure them continuously.
USE CASE 3

Turn a spike in "support dissatisfaction" into an early warning for support quality

Challenge
Dissatisfaction with support can only be captured through post-inquiry surveys and the like, so it tends to be noticed only after a merchant has already churned—a reactive response.
Approach
Continuously track the share of "unsatisfied with customer support" among churn reasons, and use crossing a threshold as a trigger to review your support setup.
Impact
Detect support-driven churn early and quickly start improving staffing, FAQs, and response times.
Technical notes
Since there is no mention of update timing or a notification feature, build a regular manual check—weekly, for example—into your operational rules.

8One-line summary for proposals

"When uninstalling an app, merchants must choose one of 8 reasons,.
so standardized churn reasons accumulate in the Partner Dashboard,
letting you use data to decide whether to act on features, pricing, or support."