Product(s) in your store have been identified as violating Shopify’s AUP

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Tourist
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We have received our second email from Shopify falsely accusing us of Policy Violations related to the Acceptable Use Policy.  They have been removing products from webstores and in some cases shutting down stores entirely.  They claim to be enforcing "Price Gouging" policies, but are not providing any evidence to backup their claims.  I went to go review the Shopify Terms of Service and was disturbed to see that they explicitly state their right to remove products or entire websites "At their sole Discretion."

https://www.shopify.com/legal/terms

"We may, but have no obligation to, remove Materials and suspend or terminate Accounts if we determine in our sole discretion that the goods or services offered via a Store, or the Materials uploaded or posted to a Store, violate our Acceptable Use Policy (“AUP”) or these Terms of Service."

If you are an existing Shopify customer, were you aware that their terms of service allow this?  How does this potentially affect your ability to conduct business on the platform?  I am trying to judge interest in this topic and may present it at an upcoming eCommerce conference.

Thank you for your input,

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Navigator
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Hi @TylerBrowne 

You will find these terms on every e-commerce hosting service and every marketplace. If you sell on the big 'A' ... HOLY COW you will run into this on a frequent basis, and the appeal process is ungodly frustrating over there.

Have not had this issue on Shopify, so I can't really speak to how easy or difficult it is to appeal it here. However, I can fully understand the frustration of dealing with incorrect/fraudulent claims against legitimate products. Wish you the best of luck getting it resolved, and would GREATLY appreciate any follow up you can offer here if/when you are able to get it resolved (for future reference).

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New Member
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how to apeal?

im facing this problem

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New Member
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It does not make sense that we can not get to talk with a live person to resolve a nin issue that is arbitrary created by shopify. I am not violeting any policy but my product are being blocked

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New Member
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I wish Shopify can outline all the acceptable Use policies (AUC) as I sale Botanical and herbal supplements.  My product has necessary disclaimers required by FDA so I do not understand what the issue is.  On product type Shopify has no category for my products except "Other" and that is poor, this is an area that I suspect might be the reason that the suspend some product or removing them from my store.  It is so frustrating.  I wish that they have certified staff  or consultants that new users can hire to help with account/product set up so that they store can start conducting a smooth on-line business rather than battle with Shopify!!!

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