We have created 2 separate shopify websites which have both had their accounts closed in launch. We received emails on both occasions explaining that the closures were due to breaches of the shopify acceptable use policy (AUP) specifically section 7. We tried to get clarification on the content of the AUP (specifically section 7) to see if we could understand and remedy anything we had done that was in breach of that policy. We could find no clarification and so did not have any opportunity to correct any breaches of policy.
We were given the opportunity to lodge appeals and followed that process, filling out the appropriate forms. On contacting shopify customer support we were advised that we should allow 120 days for our appeals to be processed.
In the first instance of our accounts being closed we had already processed payments using our Shopify POS app. The closure of our shopify account in this instance, also meant the closure of our shopify POS account, meaning neither we, nor our customer could access these moneys. Nor are we able to access any records of this transaction on our part.
We have twice contacted Shopify customer services, online via both ai and human agencies and had our initial appeal prioritised on both occasions. The second occasion after the 120 days advisory period had expired.
To date, after @124 days we have had no response or resolution to our appeal nor are we able to access the funds processed by our Shopify POS app or access any records associated with that account.
We have also not been able to find or been provided with any information as to how we were in breach of Shopify’s policies, or given a transparent explanation as to what those policies are.
I feel that the actions and policies of Shopify in this specific situation are unjust, unnecessary, self serving and immoral.
