How do I find out why merchants uninstall my Shopify app and win back the right ones?
Some uninstalls were never a fit. Others left over something fixable. The win is telling them apart.
- We don't know why merchants leave.
- Can we survey them?
- Who's worth winning back?
Record every uninstall with the merchant's plan, store size, usage before leaving and time since install. Send a short, optional exit survey by email after uninstall. Group reasons: never activated, missing feature, price, bugs, store closed, switched apps. Win back merchants who left for fixable reasons once you've fixed them, and ignore poor fits. Track recovered merchants.
Reasons and responses
| Reason | Response |
|---|---|
| Never activated | Fix onboarding |
| Missing feature | Tell them when it ships |
| Price | Plan for their size, if viable |
| Bugs | Fix, then reach out |
| Poor fit | Let them go |
How we look at it at ShoutEx
We set up uninstall webhooks, data, surveys and win-back emails. Our cancellation flow guide covers exit questions.
- No uninstall data.
- Pushy win-back to everyone.
- Long exit surveys.
- No fixes before reaching out.
- Uninstall events recorded.
- Short exit survey.
- Reasons grouped.
- Selective win-back.
What developers and Shopify say
Here is what developers say.
Email rules apply to win-back messages to Canadian merchants.
Read the CRTC page →Community summaries describe recurring themes in public threads, not individual posts. Vendor pages describe vendor claims, so test them on your own calls.
Read next
Go deeper in the ShoutEx guides, or check the sources behind this answer.
We'll set up uninstall data and win-back.
Book a call →Follow-up questions
Can we see who uninstalled?
Partner data and webhooks show uninstalls.
Should we offer discounts to come back?
Only if price was the reason and the plan works for you.
How soon to send win-back?
After you've fixed the reason.