Hello,
I am hoping to get some support with a ticket regarding account termination. Unfortunately, Shopify terminated my new account last week with no warning. I am new to Shopify and had just launched my small business I was only on day two. I bought my domain and plan. Given shopfiy's reputation for being a user-friendly, customer-centric platform I thought I'd try it out. Right now my Christmas cups are really gaining traction on social media and as soon as I posted the link via facebook it instantly took off. Due to the viral nature of my products, I have seen a significant increase in sales. This surge in orders was not anticipated, and I have been working diligently to fulfill them while maintaining quality and customer service then I wake up and 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: 3a5c019f-b132-4d7b-ab0c-31d170b7cd3c"
This email was sent on the same day my product took off. So, I think it may be tied to increase in orders on day two? But, I was told before I opened by a shopify rep there was no problem with me accepting a big amount of orders early and my product was compliant. There is another store selling this product without issue, the product is handmade and anyone can make these with the right supplies so that doesn't really make sense why I would get shut down and they are still up. I've been given no indication of what is perceived to have gone wrong.
I take policies and regulations very seriously and have read the AUP policy closely. I am 100% confident I have not violated this policy - but, also have not been given any information as to why Shopify believes I have. I have submitted the appeal form 3 times so far, 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 4 days and I 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.
