All things Shopify and commerce
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 Funnelish to the Shopify platform. We have paid up front, for our Shopify account. We decided to make the switch to Shopify given their reputation for being a user-friendly, customer-centric platform.
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, as a first step, please use this form to appeal the decision.
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: 4868f94d-f4e9-4851-aa2a-971963e36456"
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 Funnelish and other e-commerce platforms without issues, 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 5 days and we have yet to hear from anyone regarding the issue or appeal.
We would really appreciate the opportunity to continue using Shopify as a platform for our learning journey. If there are any specific requirements we need to meet or actions we should take to resolve this matter, we are more than willing to comply and work together to ensure everything is aligned with Shopify’s policies.
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.
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