It stalls out on many products and doesn't move around. Sometimes it works but most of the time it does not.
[Note: the feature that allows developers to reply to reviews has only been available since March 2019, that's the reason for the late reply]
Unfortunately, we were not contacted by the merchant and made aware of the problem. We did, however investigate the issue after we had received the review and it transpired that the store had another zoom app installed, conflicting with our app and its functionality. Our team fixed the integration with the other app and everything worked smoothly afterwards.
We reached out to the merchant to explain the situation several times, but did not receive any response.