Is this a legitimate email from Shopify?

Solved
HotHeadstalls
New Member
2 0 0

I’ve at some times received scammy emails  fake emails trying to be Shopify’. But I’m not sure is this one is legitimate. Any help or recommendations? I can’t have my store shut down. It’s the sole income for my husband and I.

email is from 

risk-management@shopify.com

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Replies 48 (48)
daniel_long
Excursionist
49 0 13

No way I was going to click on a link with such a hinky URL. 

Shay
Shopify Staff
Shopify Staff
1043 162 213

Hi @Jaime_Chamberla 

This is great feedback and I want to know that it is being heard loud and clear. 

I wanted to expand a bit on my earlier post and take the time to share the difference between allowing these products to be sold while using Shopify as your platform and allowing Shopify Payments to be the payment processor for these orders.

Because the naming of our payment gateway is similar to the name of our platform, there can sometimes be honest confusion between the two of them when it comes to sensitive matters like this. Shopify, the platform, does allow the sale of trademarked items, high value items, branded items, etc as long as they follow our acceptable use guide and terms of service and are not illegally gained. 

Shopify Payments, the payment gateway many merchants have enabled on their store during their setup, has it's own set of rules and terms of service

High value and trademarked items like Louis Vuitton, Chanel, Fenty, etc, can be considered high risk merchandise as there could be an increased chance of receiving a chargeback on the order, a high risk of a merchant trying to sell fraudulent versions of the products as real and more. Shopify Payments, and the banking partners that power Shopify Payments, have the right to refuse to process orders of certain types of products. As independent banking institutes they can say what type of orders they want to process and what types they don't want. I recognize that can be incredibly not ideal when you've started selling and your payment gateway is removed after the fact. 

I would encourage merchants selling products like these to strongly consider the payment gateway they are using and if Shopify Payments is the right gateway for your business. Even if the gateway itself is not, that doesn't mean that your business is not welcome on the Shopify platform. 

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@khaldone 

You referenced the The First Sale Doctrine in Trademark Law in your post and asked that we speak to that. While I wish I was able to, I can't speak to that as I am not a trained legal professional or a lawyer. If you feel that this doctrine of the trademark law is not being considered appropriately you are welcome to email our legal team directly at legal@shopify.com or ask your legal representative to do so. 

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@keoholo 

Welcome to the community forums and thank you for also sharing your experience here. I just wanted to assure you that there isn't a need to panic about receiving this notification. I know that these messages can be intimidating to receive and the wording can come across as stern or cold as they need to follow a specific legal guideline. If you have questions please let me know and I'll do my best to answer them for you.

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

keoholo
Tourist
4 0 1

@Shay Thank you for getting back. So as I mentioned I was panic and submitted a few attestations ( I was accidentally marked all the box for the first couple times) Will the Trust and Safety Team will see my other submissions? I deleted the product, and reviewed all of my products. I really hope that they don't take my account down.   

Shay
Shopify Staff
Shopify Staff
1043 162 213

I understand your concern @keoholo. I would recommend replying back to the email that was sent to you and let them know they the first few submissions were incorrectly filled out and which attempt was the correct one for them to review. 

Any replies to the email you received from them go straight back to your risk analyst that is handling your case. They can only communicate through email so replying back that way is the best option. You can also reach out to our live support and ask them to add a note to your ticket for your risk agent as well, but that is not necessary if you are able to send them an email reply. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

keoholo
Tourist
4 0 1

@Shay Thank you so much for your help! 

fabrics
Excursionist
19 0 31

I got this email as well and I am a Fabric Retail Store with an actual physical store in Ontario Canada and since the pandemic I opened an online store to survive.   I purchase all my products through wholesalers based in Canada and I have always done this.   There is no other way for retailers to do business.  So I am not sure why I was flagged.  If for whatever reason after completing the attestation report they make a hasty decision to close my store I would like enough notice to move it to another hosting company.  I have a lot of product online and would not like to have to redo everything.  I  am actually a little worried about this and think that I should start looking to move my store elsewhere.  Can't afford to have them shut it down and not have any access.   Anyone know what brought this on??

GoodWatch
Tourist
8 0 6

@fabrics From my understandings reading this thread, I think you can always use another payment gateway like Paypal, Stripe or Authorized.net. That's in the case that the risk department won't like to process your payments. In your place, I won't be worried, unless you are selling high ticket items with a big risk of chargebacks.

daniel_long
Excursionist
49 0 13

Shay,

 Why am I not seeing any of my posts here? It seems you aren't seeing them either because you're not replying to me when you reply to each of the others posting. Are they being flagged? My question isn't about needing to complete a legitimate form. My concern is that I have received a phishing email because the link to the Attestation form is a crazy URL, not Shopify.com based. 

Shay
Shopify Staff
Shopify Staff
1043 162 213

Hi @daniel_long 

Thanks for tagging me! I'm not sure if I missed your earlier messages but luckily I caught this one.

If you are unsure and wish to validate the email you received I would recommend reaching out to our live support and share your unique ticket ID code with them. These types of emails have tickets numbers that are much longer than our traditional ticket numbers as they are managed by a different team. 

To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for "legal ticket" and use the contact support button at the bottom of the search results to see all our live support options. 

I can appreciate your concern about this email being legitimate and I have submitted official feedback to our developers and trust and safety team with everyone's thoughts and suggestions on this topic as well. 

 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

daniel_long
Excursionist
49 0 13

Shay,

The system had flagged my posts as Spam. Looks like they've been released from purgatory now.

I followed your suggestions and it's been cleared up. Thank you! Yes, it's legit and a real request from the legal department at Shopify. i added in the chat to request that they stop making their important emails look like phishing attempts.

Jaime_Chamberla
Tourist
4 0 2

Shay, thanks for responding. To clarify, I've read the message several times and it seems related to the Shopify platform broadly, not just Shopify Payments. 

Shay
Shopify Staff
Shopify Staff
1043 162 213

@Jaime_Chamberla - As each situation and store is unique and I don't have direct access to the email you received, I am not able to confirm that for you. I would recommend replying back to the email and ask if that is the case for your store at this time. 

You can also reach out to our live support and they may be able to review the ticket and the communication you received and help you translate what it could impact on your store. Please note that some communications on topics like this are handled by a separate team, meaning that our front line support won't be able to review the ticket or the message within. 

If you have any questions about the content of your communications with our escalated teams please don't hesitate to reply back and ask for additional clarification.

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

EnquiringMind
Tourist
8 0 2

I got this email this morning also.  I have got to say I am not comfortable clinking any link on that email. It looks like a total phishing email to me.  When this is addressable through my Shopify sellers console I will be comfortable responding to this request.  

daniel_long
Excursionist
49 0 13

Don't wait for it to happen any time soon. They can shut you down. I went through a lengthy process to confirm it and it's legitimate. 

daniel_long
Excursionist
49 0 13

Wow, Shopify confirmed my ticket ID through chat and it's alphanumeric with dashes. 

EnquiringMind
Tourist
8 0 2

You click the link and the first thing it asks to fill in all your information.  If it is legit it is pretty absurd for us to trust an email that looks exactly like a phishing email then the first step is to enter all your personal information. 

 

I'm shocked the others on this thread were comfortable doing just that. 

daniel_long
Excursionist
49 0 13

I agree. It is unprofessional of them and absurd. I spent a lot of my own time making sure it was legit before completing the form. As you said, it should be from within the Shopify admin where other important notices and action requests are posted.

Smorris88
Tourist
3 0 0

Hi @keoholo 

Was any further action taken once you removed your products? Any further details you can provide on this after checking the last box would be appreciated! 

Smorris88
Tourist
3 0 0

Hi @LoriJean67 

Was any further action taken once you removed your products? Any further details you can provide on this after checking the last box would be appreciated! Thanks 

Jaime_Chamberla
Tourist
4 0 2

No further action at this time, but also no idea how long it takes them to process through such things.