Shop is a real shopping and order tracking app built and operated by Shopify, and its ratings depend entirely on where you look: 4.8 from 7.2 million ratings on the App Store, 4.4 from 758,000 reviews on Google Play, and 1.1 from 2,709 reviews on Trustpilot, all as of October 7, 2026. The gap has a simple explanation. The app stores rate the app. Trustpilot's own summary of its reviews is mostly about orders from the independent stores that sell through it.
Two readers, two answers. If you are a shopper: Shop is free, it is Shopify's own app, and Shopify's help center says the store you bought from is responsible for shipping, product problems, returns and refunds, while Shop handles checkout security and reporting tools. If you are a merchant: buyers get a review request in Shop after delivery, reviews show on your product page in the app, and five review apps can sync with it: Judge.me, Loox, Okendo, Stamped.io and Yotpo. The Shop channel itself is rated 4.8 from 9,533 merchants on the Shopify App Store. Every number here was read from the source page on October 7, 2026.
Reviewed by Nicolas Provost, founder of Reviewz.ai. Insights based on auditing 500+ Shopify review setups and analyzing public pricing, schema, and conversion data across the leading review platforms. LinkedIn
Shop app ratings today
| Where | Rating | Based on | Who is rating |
|---|---|---|---|
| Apple App Store (US) | 4.8 out of 5 | 7.2 million ratings | People who use the app on iPhone |
| Google Play (US) | 4.4 out of 5 | 758,000 reviews, 50 million+ downloads | People who use the app on Android |
| Trustpilot (shop.app) | 1.1 out of 5 | 2,709 reviews | People who went to Trustpilot on their own |
| Shopify App Store (Shop channel) | 4.8 out of 5 | 9,533 reviews | Merchants who sell through Shop |
Both app stores list the app under the name Shop: Track, Pay, Discover, published by Shopify Inc., and both list it as free.
Why Trustpilot says 1.1 and the App Store says 4.8
The two numbers measure different things, and Trustpilot says so on the page.
Three things stand out on the Trustpilot profile:
- It is unclaimed. The company has not claimed the profile.
- Nobody was invited. Trustpilot notes that the company has not asked its customers for reviews, so "reviews may not be representative". In practice the people who post are those with a problem: 94 percent of the reviews are one star.
- The complaints are about orders. Trustpilot's own summary of recent reviews lists tracking that fails, late shipments, orders that never arrive, and poor quality or wrong items from third-party sellers. The most mentioned topics include order, delivery service, refund, spam and fraud.
App store ratings work the other way round. They come from a very large number of people who installed the app, and they rate the app itself. For background on reading a Trustpilot profile, see how the TrustScore is calculated and is Trustpilot legit.
The fair reading: people who rate the app in the app stores rate it highly, and a visible number of buyers report bad orders from individual stores they found through it.
For shoppers
What the Shop app is
Shop's help center describes it as a shopping destination and delivery tracking app created by Shopify, available on iOS, on Android and on the web at shop.app. In practice it does three jobs:
- Tracking. It follows your online orders and shows delivery updates in one place.
- Paying. Shop Pay is a wallet that saves your email, addresses and payment details so you can check out faster on stores that accept it.
- Shopping. You can browse and buy from participating Shopify stores inside the app.
Is the Shop app free?
Yes. The App Store and Google Play both list it as free on October 7, 2026. You pay for what you buy from a store, not for the app.
Is the Shop app legit and safe?
Shop is a legitimate app from Shopify, the ecommerce platform the stores in it are built on. What Shopify says about safety is in its article on shopping with confidence on Shop:
- Stores are screened before they can sell in Shop. The requirements include eligibility for Shop and Shopify Payments, product and content rules, and a chargeback rate under 1 percent over the past 6 months.
- Stores are reviewed on an ongoing basis and removed from Shop if they stop complying.
- Your saved details are stored securely, and your shipping and billing details are shared with a store only after you place an order.
That is Shopify's description of its own safeguards. The stores remain separate businesses, and the Trustpilot reviews show that some buyers have had poor experiences with some of them.
Who is responsible when an order goes wrong
This is worth knowing before you write an angry review. Shop's page on reporting an order issue splits the roles clearly: the store fulfills the order, supports the product and handles returns and refunds. Shop and Shopify handle checkout and payment security, decide which stores are eligible, and provide the tools to report a problem or dispute a charge.
| Problem | Who to contact first, according to Shop | What Shop does |
|---|---|---|
| Order is late or missing | The carrier, then the store | Lets you report the order once more than 30 days have passed since you ordered and nobody has answered |
| No tracking details | The store, which has not added tracking yet | Same 30-day report |
| Damaged, wrong or not as described | The store, which decides on refund or replacement | Same 30-day report |
| Return or refund | The store | Shows a return option in the app when the store supports it |
| You suspect fraud | Report the store to Shop | Reviews the report and contacts you only if it needs more information |
Before you buy from a store you do not know, Shop's own advice is short: check the store's product reviews and star ratings, read its shipping and return policies, and be careful when a price looks far too low.
How to review a product you bought through Shop
You can review a product you bought in the Shop app, or one you bought on a store's website that also appears in Shop. The steps are in Shop's guide to reviewing a product:
- Open your orders in the Shop app and tap the order.
- Tap Review next to the product.
- Choose 1 to 5 stars and write your comment, up to 1,000 characters.
- Tap Submit.
A few rules worth knowing. For eligible products, Shop sends a review request about one week after delivery. Reviews are public and show your first name, so you cannot post anonymously. You cannot review an order with a value of zero. You can edit or delete your review later from the same order, and you can report someone else's review. If you want yours to help the next buyer, our guide on how to write a product review has a simple structure.
For merchants
If you sell on Shopify, Shop is a review surface you may not be managing. Here is how it works according to Shopify's documentation on Shop product reviews, read on October 7, 2026.
How product reviews appear in Shop
Reviews and the average star rating are public and sit on the product details page in the Shop app. Only Shop customers who bought the product from you can submit one. Each review is a rating from 1 to 5 stars with an optional comment of up to 1,000 characters, and Shopify says it screens reviews against its policies before they are published. You cannot opt out: Shopify's guide to managing Shop reviews says every product displayed in Shop is eligible for review.
One detail affects your score. The average rating shown in Shop counts ratings with little or no text that are never displayed, plus eligible reviews from partner apps, so the stars can move without a new visible review.
How Shop asks your buyers for a review
After an order is delivered, Shop sends the buyer a push or in-app notification asking for a review. You control the timing: in Sales channels > Shop > Settings, the Shop reviews section lets you set the delay to anything from 1 to 180 days after delivery (Shop's help page for shoppers mentions one week). By default, buyers can also review purchases made on your online store, not only in the app, and the same settings page has a checkbox to turn that off.
You can reply to a review from the Shop channel in up to 1,000 characters, and the reviewer gets a push notification when the reply is published. You can report a review that breaks the policies, and Shopify says an investigation can take up to 5 business days. Our guide on how to respond to negative reviews applies here too.
Shop's rules for merchants
Shop's merchant guidelines are stricter than what many stores are used to:
- Ask in a neutral way. Do not solicit positive reviews.
- No reviews from you, your staff, family or friends.
- No compensation in exchange for a review. Shopify lists money, discounts, free products and refunds.
- No incentive to change or remove a review that was already left.
The compensation rule matters if you run coupon-for-review offers elsewhere. We cover the wider rules in discount for reviews.
Which review apps send reviews to Shop
Shopify's page on syncing Shop reviews with partner apps lists five supported apps. We also checked each app's Shopify App Store listing the same day.
| App | On Shopify's list | What its App Store listing says about Shop | App Store rating, October 7, 2026 |
|---|---|---|---|
| Judge.me | Yes | Sync with the Shop app is included in the free plan | 5.0 (48,102) |
| Loox | Yes | Syncs reviews to and from the Shop app, with Shop syndication in the free plan | 4.9 (9,766) |
| Okendo | Yes | Lists Shop among its integrations | 4.8 (1,427) |
| Stamped.io | Yes | No mention of Shop that we could find on the listing | 4.7 (3,752) |
| Yotpo | Yes | No mention of Shop that we could find on the listing | 4.8 (4,625) |
Syncing is a checkbox in the same Shop settings page, and it comes with conditions. According to Shopify, a partner review only displays in Shop if it is linked to a verified customer with a customer ID, an order ID and a product ID, and reviews that were imported from a CSV file or migrated between apps by CSV are not eligible. That is why the count in Shop can be lower than the count in your review app. The sync also runs the other way: reviews collected in Shop are shared with your partner app and carry a Verified by Shop badge on your store.
If you have not picked an app yet, start with how to add reviews to Shopify and our comparison of the best Shopify review apps.
What merchants think of the Shop channel
The Shop channel is rated 4.8 from 9,533 merchant reviews on the Shopify App Store as of October 7, 2026. 89 percent of those ratings are five stars and 2 percent, 193 reviews, are one star. The listing shows the channel as free, launched on September 22, 2020, and states that there are no marketplace fees to sell on Shop.
Where Reviewz fits
Shop's request is a push or in-app notification, so a customer who does not use the app never sees it, and reviews matter well beyond one app. Reviewz is a Shopify app that asks every customer after each order over WhatsApp, SMS and email. It is free to start, then $59 a month for up to 250 orders (pricing).
To be clear about the limit: Reviewz is not one of the five partner apps, so it does not write reviews into Shop. Judge.me is, so a store can keep Judge.me for product pages and Shop, and add a separate tool for the ask.
Shop asks the buyers who use Shop. Reviewz asks every customer over WhatsApp, SMS and email.
Install Reviewz on ShopifyRelated reading: Is TikTok Shop legit.
FAQ
Is the Shop app legit?
Yes. Shop is built and operated by Shopify. As of October 7, 2026 it is rated 4.8 from 7.2 million ratings on the App Store and 4.4 from 758,000 reviews on Google Play. The stores inside it are independent businesses, so judge each store on its own reviews.
Is the Shop app free?
Yes. Both the App Store and Google Play list Shop as free. For merchants, the Shop channel is listed as free on the Shopify App Store, with no marketplace fees.
Who owns the Shop app?
Shopify. Both app stores list Shopify Inc. as the developer, and Shop's help center describes it as an app created by Shopify.
Why does Shop have such a low rating on Trustpilot?
The shop.app profile on Trustpilot shows 1.1 from 2,709 reviews as of October 7, 2026. It is unclaimed, and Trustpilot notes that the company has never invited reviews. Its summary of the reviews centers on late, missing or poor quality orders from third-party sellers.
How do I leave a review on the Shop app?
Open the order in the Shop app, tap Review next to the product, choose 1 to 5 stars, write up to 1,000 characters and submit. Your first name is shown with the review.
Who do I contact about a problem with a Shop order?
The store you bought from. Shop's help center says the store handles shipping, product problems, returns and refunds. If more than 30 days have passed since you ordered and nobody answers, you can report the order to Shop.
Which review apps sync with the Shop app?
Shopify's documentation lists five: Judge.me, Loox, Okendo, Stamped.io and Yotpo. Reviews must be linked to a customer, an order and a product to display in Shop.
Sources, checked on October 7, 2026:
- Apple App Store (US), Shop: Track, Pay, Discover: rating and number of ratings. Link
- Google Play (US), Shop: Track, Pay, Discover: rating, reviews and downloads. Link
- Trustpilot, shop.app profile: TrustScore, review count, star distribution and review summary. Link
- Shopify App Store, Shop channel listing: rating, review count, pricing, launch date. Link
- Shop Help Center: getting started, shopping with confidence, reporting an order issue, reviewing a product. Link
- Shopify Help Center: Shop product reviews, guidelines, managing reviews, ratings and metrics, syncing with partner apps. Link
- Shopify App Store listings for Judge.me, Loox, Okendo, Stamped and Yotpo: ratings and Shop sync mentions.
About the author
Nicolas Provost · Founder of Reviewz.ai
Nicolas built Reviewz.ai after auditing 500+ Shopify review setups while running Kanal (WhatsApp marketing for Shopify). He has spent four years inside the Shopify ecosystem and writes about review collection, brand trust SEO, and the actual economics of running customer-feedback flows on ecommerce sites.
