Shopify store termination without notice upfront.

[rodrigo1]

My payments from last Wednesday (August 22nd, 2024) are being pending ever since. Had contact with support several times and said its a bug and will be paid soon. Today Monday (August 26th, 2024) I still haven't received the payment nor a notification or update. Today I received an e-mail stating the following message:

Hello, 

(Agent name) from the Trust & Safety Team at Shopify. We have been made aware that certain products being sold on your Shopify store, (my domain), may not be authorized by the brand owner. As a result, we are no longer able to host your store on our platform.

At this time, public access to your storefront has been disabled. You will continue to have access to your admin for 7 days if you wish to export your store data. On Sep 02, 2024, your account will be closed and you will have no further access to your store or its data. If you require assistance downloading your content, check out our Shopify Help Center articles on exporting your customer and product information. 

Any pending payouts should be transferred to the bank account on file in 2-3 business days. You can view your payout schedule here.

Shopify’s Terms of Service can be found here and our Acceptable Use Policy can be found here.

If you have any questions, please reply directly to this email.

Thank you,

(Agent name)

Trust & Safety | Shopify

Current pending payment is x amount, but there was still a bigger amount in the balance. But in the e-mail they mention only the pending payouts. Do I get the remaining balance as well of not. And will I be able to open a new store on Shopify? I did not sell any products with any logos or branding from other brands. I did not get information about why, what or which products they talk about. Please someone help me.

[rodrigo1]

I have 7 days before they permanently close my store. And the only way is via email so with response time of 1-3 business days you can already guess im not getting the help i want and need in this situation. Never knew such thing was possible. All products been paid & shipped too. And now i cant even access my own money. And if they noticed me with a warning or what not. I have spent almost a week more advertising thousands of euros which i cant even access. 

[rodrigo1]

/nice to have an ai rep giving me basic responses i can get on live chat as well. Shopify has worst customer service ever

[Angelosore]

DID YOU RESOLVE THIS PROBLEM? IF YES, How did it? I’have the same problem