Churn and Uninstall Signals

Convot tracks the lifecycle events your Shopify apps generate and makes them visible in the inbox and revenue dashboard. When a merchant uninstalls your app or cancels a subscription, you can see it alongside their support history.

What Convot tracks

Convot syncs the following lifecycle event types from the Shopify Partner API:

• RelationshipInstalled - a merchant installs your app.
• RelationshipUninstalled - a merchant uninstalls your app (includes the merchant’s stated uninstall reason when Shopify provides one).
• RelationshipReactivated - a previously deactivated merchant reinstalls or reactivates.
• RelationshipDeactivated - the merchant’s relationship with the app is deactivated.
• SubscriptionChargeActivated - a subscription charge goes active (new sign-up or plan change).
• SubscriptionChargeCanceled - the merchant cancels a subscription.
• SubscriptionChargeFrozen - the subscription is frozen (usually because the merchant’s store is paused).
• SubscriptionChargeUnfrozen - a frozen subscription becomes active again.

These events appear in the merchant detail drawer in the revenue dashboard and in the Shopify sidebar panel when you’re viewing a conversation for that merchant.

Churn signals in the inbox

When a merchant uninstalls, the event is flagged as a churn signal. If that merchant had a recent support conversation, you’ll see their uninstall event linked to the conversation. The sidebar shows the uninstall reason Shopify provides (if any) and the merchant’s MRR so you can prioritize.

AI-assisted churn attribution

For merchants who uninstall shortly after a support conversation, Convot can analyze the conversation to tell you whether support may have contributed to the churn:

• Support not cause - the conversation was resolved, or the reason was external (pricing, missing feature, store closing).
• Support may have contributed - there was slow or no reply, an unresolved issue, or visible frustration.
• Unclear - not enough signal.

This verdict appears in the conversation along with a suggested next action. It is generated automatically and is best-effort. Convot uses it to power the “support-attributable churn” metric in the revenue dashboard.

Retention window

Convot syncs up to 12 months of lifecycle events and retains them for 12 months. Events older than that are pruned automatically.