I received this email from Shopify today:
I do NOT sell any branded or trademarked items, counterfeit products nor have I mentioned the names of designer brands on my store. I sell fragrances which smell similar to trademarked/branded perfumes, but I my website does not claim to sell the same products as branded products. I even have a disclaimer on the website which states that the fragrances are similar, but not the same.
What can I do about this? I am very frustrated, especially because my business is not selling any branded products and there are several stores using Shopify's platform to sell the same products I am selling. They have been selling their products for years. I don't understand why I am receiving such a notice. The other stores that sell similar fragrances to designers even have the designer names listed on their website and they are allowed to use Shopify's platform. I do not have any designer/trademarked/copyrighted names on my website and I am being asked to prove I am a reseller. I have attached screen recordings of different stores on Shopify's platform that are selling the same products as me, fragrances which are similar to designer perfumes. These other stores are allowed to sell on Shopify's platform.
Can anybody help me as soon as possible please?! I have only have untill 27th July to resolve this issue or Shopify may disable my store.
I definitely understand where you're coming from and this is not the ideal situation for any business! As I cannot look into your store through our community forums as per authentication policies, the best and quickest solution I can advise you to do from here, is reaching out to our Support Advisors who will be able to look into this for you and escalate it through for the appropriate team to look at.
Once you've received a ticket number from our support team, you'll just need to liaise with the direct team via email, however rest assured, they will be the people to reach out to you once escalated!
Thanks for your reply. I already reached out to Support and I wrote a detailed email stating I do not sell any trademarked/copyrighted/branded items. I also added the fact that other stores selling the same products as mine who are not associated with branded items such as
are all using Shopify's platform. I havent mentioned any branded name on my store and my Shopify payments is already disabled. This is terrible and I would like to know what I can do about this before my account gets disabled.
Please let me hear from someone as soon as possible.
Thank you for updating us. If you still have not yet heard from our team, I would just like to provide reassurance that you will indeed receive a response, we cannot provide a timeline on when you will receive this. Generally, if you haven't heard from our team in over 2 weeks, I would recommend reaching out to our Support team again so they are able to provide you with an update! We truly appreciate your patience thus far!
Have you also received an email from our internal team regarding your store? If so, have you responded directly to the email?
If you have already responded to the email, then the appropriate team will get in touch with you. This may take upto 72 hours for a response, however if it is past 72 hours, I would recommend reaching out to our Shopify Support team who can potentially get an update for you!
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