# Hearing from merchants

> How merchants write to you, the weekly email about why shops removed your apps, and what merchants are told if Storeware pauses an app.

Source: https://storeware.ai/docs/selling/support

## Messages from merchants

Every App Store listing has a **Write to the developer** card. A merchant writes what it is about and their message, and Storeware emails it to you. Your answer goes straight back to them: reply to the email and it reaches their own address.

- **Where it goes:** the support email on your listing. If the listing has none, the support email on your developer profile once you have verified it, and then your profile's contact email.
- **What you see:** the merchant's name, their email, the shop's name, the subject and the message. The merchant is told this before sending.
- **Limits:** a subject of up to 150 characters and a message of up to 5,000. An organisation can send 5 messages a day to one app, and 20 a day across all apps, so no shop can flood you.
- **Only people:** apps and agents cannot send these, only a person signed in to the admin.

There is no inbox for these in the Developer area: they live in your email, so keep the support address on your listing one you read.

## Why shops removed your apps

Turn on **Email me each week why shops removed my apps** under your profile on the Developer page. Every Monday, if a merchant removed one of your apps in the last seven days, you get one email to your contact address with, for each app:

- how many merchants' shops removed it (your own development stores are left out),
- the reasons they chose, most common first, and how many gave none,
- up to 10 of their own words, newest first.

It never says which shop. Nothing is sent in a week with no removals. The same reasons, counted over 28 or 90 days, are on your app's [Overview](https://storeware.ai/docs/selling/analytics#why-shops-removed-it).

## If Storeware pauses an app

Storeware can pause an app that breaks the [App Store rules](https://storeware.ai/docs/selling/rules). While it is paused:

- its tokens stop working and it is sent no events; deliveries wait rather than being dropped,
- what it adds to shop fronts and the admin is hidden,
- it leaves the App Store and cannot be installed,
- nothing is uninstalled or deleted, and each merchant can still remove it.

When an app is paused, the owners of every shop that has it are emailed once: the app is paused for now, it cannot read or change anything in their shop, their orders, products and customers are not affected, and they need do nothing. The email does not say why. You see the reason beside your app on the Developer page.