"Product(s) in my store have been identified as violating Shopify’s AUP" - this email I received and deleted those items (Two Covid Face Masks only) from my store, and replied shopify back with request for review. However, I did NOT get any email from last 12 hours and also, I can not access my Admin section. I called the support, but I found there NOT exist any inter-departmental communications, so I got a fake answers, that I will receive the email ASAP(!!).
Now, I am losing my business, because, I cannot update Tracking, Inventory management etc and Shopify is taking their sweet time to replying us back. Its completely a wrong business practice, and its hurting customer like us. Last 6 years, I never faced this issue, but now, its an awful experience.
Please respond me immediately and solve the issue.
Hi there @DanLewis!
Don here from Shopify.
Thanks for reaching out here in the Shopify Community to share your concern.
Sorry to hear you're frustrated with the current status of your store.
In instances like this, the best way to proceed would be to reply to the specific email you would have gotten, informing you about those products.
That is the only way to get in touch with that team directly would be by replying to the email you got out from them about this case.
There, they'll be able to review your store to see if it would be possible to proceed.
We won't be able to expedite this review through any other channels, I'm afraid, so the best course of action for restoring your account would be to work with that team via email.
All the best!
@Don Thanks for the information. However, we replied to risk management 14 hours before, still now did not get a single response!! Now, I would like to know what is the ETA for this? Because as merchant, we are facing loss of customers and business. Shopify team should be much more proactive to make this kind of situation perfect. Sorry to say, but its NOT ACCEPTABLE at least in 2021. Its a malpractice and merchant like us are suffering.
@Don We got the email from Shopify and we can access the admin now, however, presently for some unknown reason Shopify blocked the Store!! IT IS SHOWING "This store is unavailable" !! WOW!! what a great business policy!!
We need to inform this to all ECommerce merchants, who trusted Shopify for their business.
Hi again @DanLewis!
Don here from Shopify.
Thanks for letting me know you heard back from the relevant escalated team via email.
Sorry to hear you're not happy with the turnaround time for a response on this escalated matter.
As the work of these specialist teams can vary, we can't always give a specific timeframe in which you would definitely be able to expect a response.
If you can share your store link with me here I can take a look at your storefront to see what we might be able to determine from here, though for account-related support you would need to contact us via the Help Centre here.
Nonetheless, I'd like to check your store out from here first to see what we might be able to do to help from here.
I look forward to checking this out with you!