Urgent Help Needed – Store Closed Without Warning

[James369]

[Ticket ID: e5e76d9f-3971-46b0-aa4e-d07c4c26e51e]

Hello everyone,

I'm the owner of PetplayJoy, a UK-based store launched on 13 March 2025. We’ve been operating transparently and in good faith, with over £33,000 in revenue and around 700 orders, most of which have already been fulfilled.

However, on 7 April, we received a sudden notice from Shopify that our store had been closed, without any prior warning or clear explanation of what policy we may have violated. We have also lost access to our admin dashboard and our funds have been frozen.

As a result, we are now facing a very serious situation:

• We are unable to fulfil around 150 outstanding orders
• We cannot pay suppliers or continue running ads
• We are receiving a growing number of customer complaints and refund requests
• Several customers are threatening chargebacks and legal action

The business is now at risk of collapse

We are more than willing to cooperate fully and provide any documentation necessary. All we ask is for a swift review of our case, so that we may regain access to our store and release the funds to fulfil our obligations.

If anyone from Shopify sees this, or if any fellow merchants have experienced something similar and can offer advice, we would be incredibly grateful.

Kind regards,
James Coates

[GREAT1]

Hey James,
Sorry to hear you’re going through this — that’s incredibly tough. I’d recommend reaching out to Shopify support directly and asking for specifics on the closure. Also, gather any documents (like supplier invoices or shipping proof) to support your case. In the meantime, consider updating your customers via email or socials to manage expectations and reduce chargebacks. Hoping it gets resolved quickly for you. Stay strong!

[James369]

What’s made this even more difficult is that we’ve received no explanation at all from Shopify about which policy we supposedly violated. The store was just taken offline overnight — no warning, no prior contact. Our admin dashboard is completely inaccessible, so we can't manage orders, respond to customers, or even download any data. We’re essentially locked out of our own business.

[James369]

I completely understand the need for risk reviews, but doing it without notice or clarity leaves every honest merchant in a state of uncertainty and fear.

[Asad29]

James i have ordered a vibration plate machine and it was said to be dispatched on the 5th April 2025. Suspringly, i have had no email regarding it after so please reply to me and explain to me about this issue.

[James369]

Unfortunately, due to circumstances beyond my control, I am currently unable to access the admin backend of our store. This means I’m not able to view orders, issue updates, or take any direct action at the moment — and I sincerely apologise for that.Please rest assured that I’m doing everything I can to resolve the issue with Shopify as quickly as possible, and I genuinely appreciate your patience and understanding in the meantime.

[Asad29]

James, if i could refund would I have to go through shopify. This is just very unacceptable. You are comitting fraud and it is wrong. So i would like a refund ASAP if not resolve this issue quick.

[Giddinsr66]

My order says delivered and it hasn’t been my money has been taken - my bank has taken over now - give me my money back - at least have the decency to reply to emails Scammer !!!!!  😡😡

[Jbow]

 

Hello Asad29 

I'm in same situation as yourself. 

I've sent a couple emails and only on 25th of April was told my vibration plate was still on its way. So I'm very confused now about whole thing. 

Does this mean we have lost our money? Or was this a scam ? 

Please do answer 

Regards j

[Giddinsr66]

I’m in the same situation I too ordered a vibration plate and never got it - says delivered but it wasn’t - in the hands of the bank now but I am fuming ! Been treated badly - taking peoples money but not sending the goods SCAM !!! 

[Jbow]

Exactly the same as myself. This 17track even said its been delivered to the area I live. Nothing more.

I tried emailing them to no avail.

Even petplayjoy site is still open and selling to poor unsuspecting people. 

I wish I'd payed with PayPal.

As got no way of getting my money back. 

[Giddinsr66]

Me too I wish I used PayPal although the bank have taken over mine - I had tracking that took ages updating from china it then said delivered and I have nothing - surely this isn’t right 😣

[Anna7814]

Thanks for letting us know. I placed an order on 7/4/25 and would appreciate an update on shipping/refund asap

[Jbow]

I'm very confused as your saying one thing and I had a email last week saying another? 

Is my vibration plate going to be delivered or is it not please? 

And if not how do I get a reimbursement of money I paid in good faith. This all seems very odd 

thank you 

 

[Jbow]

I'm wanting some sort of contact regarding my order of a vibration plate. 

 

 

Obviously from what I've seen your firm is still selling goods yet not delivering my order?

I went through the whole ordering process again and you would have taken my money again if I hadn't stopped transaction.

So obviously your company appears to be a scam.. You took my money and kept it.

You have no idea the upset this has caused mentally and physically.

Though obviously you don't care

[Jwhyte1]

My order was paid for on 6/4/25. Now says delivered. In china?? I’ve sent emails texts and still no response from you. Starting to think you’re a scammer now. 

[Giddinsr66]

Deffo a scam taken my money too says goods delivered and they haven’t been I’m fuming / I cannot afford to lose money this is disgusting 

[mccaffm]

ditto - very annoying