Account Termination: How to Contact the Right Team

[brindlepets]

Hello,

I am hoping to get some support with a ticket regarding account termination. Unfortunately, Shopify terminated our new account over a week ago with no warning. We are new to Shopify and were in the process of migrating our store from WooCommerce to the Shopify platform. We have paid up front, in full for the year for our Shopify Advanced account. We have run our e-commerce business on WooComerce for 5 years with no issues but decided to make the switch to Shopify given their reputation for being a user-friendly, customer-centric platform.

We are working with a Shopify Plus partner to develop our store and migrate our business from WC. Our store wasn't live yet, not accepting sales and still very much in the development phase when we received this email:

"We have reviewed your account and determined that it is in violation of Shopify's Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.If you believe that your account was terminated in error, you can appeal using this form.
Please note that this email address is not monitored. Any responses submitted will not receive a reply.
Shopify's Terms of Service can be found here.

Thank you, 

Shopify Merchant Trust Team

Ticket ID: 1b79e884-b904-45bd-97ee-a31301ba76de"

This email was sent on the same day the product migration took place. So, we think it may be tied to that? But, as mentioned before we've sold these products on WC and other e-commerce platforms for 5 years without issue, so that doesn't really make sense either. We've been given no indication of what is perceived to have gone wrong.

We take policies and regulations very seriously and have read the AUP policy closely. We are 100% confident we have not violated this policy - but, also have not been given any information as to why Shopify believes we have. We have submitted the appeal form, but did not get any sort of confirmation that it has been received. It's also nearly impossible to submit an appeal when you have not been provided with any information about what is triggering the termination. It's been 11 days and we have yet to hear from anyone regarding the issue or appeal.

Does anyone know of any way to connect with support about this (aside from the chat which we've tried several times already)? 

Thanks for any insight. 

[Imogen]

Hey there, @brindlepets. Thank you for taking the time to reach out to the Shopify Community Forums with this situation. My name is Imogen. It's good to meet you!

Let me just quickly set some expectations for you! We're unable to authenticate users here in the Shopify Community, meaning that we're unable to access your store information, account information, or any ongoing support tickets that you may have with our Team. Thank you for understanding!

I appreciate that you've taken the time to reach out here regarding your situation, and providing that ticket ID. I went ahead and swung that ID passed our Internal Team for their awareness, also highlighting the fact that you've yet to hear back after completing your appeal. Completing the appeal form is the most important step in this process, and knowing that you've done that already is good news. As for 'contacting the right team' - the team that sent you that email, as well as the team on the other end of that appeal form are the correct team for you to be communicating with regarding this situation, and your pursuit for more information.

I've passed the information you shared here along to our Internal Team for their awareness. They've let me know that they've touched base with the Team that handles these appeals and someone will be following up with you in relation to the ticket ID you shared regarding this situation.

[brindlepets]

Hi Imogen, 

Thank you so much for your quick reply and passing the information along to the internal team. We received a response shortly after this reply that the account has been reinstated. Greatly appreciate your help and the help of the Merchant Trust Team. 

Now the issue is, in order to re-open our store, Shopify is requiring us to pay for another plan. We have already paid for a year of service on the Shopify Advanced plan and do not think it is fair to be charged for another year when it's been determined we were not at fault for the termination. 

Are you able to help with this or point me in the right direction of who to contact to resolve this? 

Thanks again. 

[Ollie]

Hey, @brindlepets.

Thanks for the quick response.

Looking into this, we do not have any access to internal billing information from the Community forums. In this case, I would suggest speaking with our live support to have a further look into the situation. You can get in touch with a Support Advisor by navigating to the Help Center. Once you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with our live support accordingly. 

Let us know if you have any questions.  

[brindlepets]

Hi Ollie, 

Thanks for the reply - I will connect with the chat support. 

One last question I have is we didn't get any sort of clarification as to why the termination happened in the first place. Are you able to provide more information on why this termination occurred? We are dedicated to following all policies and regulations and want to ensure this doesn't happen again when we publish our site. Without further knowledge of why the termination occurred, we are quite hesitant to continue our migration to Shopify. 

Thanks again. 

[Ollie]

Hey, @brindlepets.

Thanks for the quick response.

We do not have internal access to sensitive information such as the status of the Shopify store. This would be best to discuss this directly with our live support by following the steps above. They are in the best position to provide you with insight and support.

[supermade]

My Ticket ID is 50727582

[supermade]

Hello. Unfortunately my account has been suspended and I don’t know what is the rising of the account cloture, I may know why my account is suspended? Please be assured that some customers have pending orders from my store, But also I have pending payouts, I hope that I did not violated any Shopify policies, it’s because you decided to closed the account for no rising