[drchiu]

It's difficult, as others have mentioned. I have a few legacy side projects on Shopify. At this point, I would say treat it as a marketing channel for your SAAS, but don't rely on it solely as a means of distribution.

Some merchants on it are professionals and operate their business that way. Many merchants (and I don't have a percentage) are somewhere in the prosumer to wantrepreneur range and have unrealistic expectations.

Much of Shopify's strategy here, in developing a developer ecosystem, is to have developers effectively do technical support for its customer for free. I've troubleshooted (more times than I can count) theme, general platform, and other app issues. A while ago when Shopify was down after a merchant installed my app complained that I broke their Shopify store when in fact the entire Shopify platform was having a hiccup.