I'm very new to Shopify and approximately 2 days ago, I received an email from Shopify Trust & Safety Team indicating the termination of my store due to an alleged violation of Shopify's Acceptable Use Policy (AUP).FOR MY ENTIRE 4 stores This came as a surprise since I am confident that I have not breached any of Shopify's policies. To ensure accuracy, I carefully reviewed Shopify's AUP on their website, and I found no indications of potential violations.
In response to the termination notice, I followed the link provided in the email to submit an appeal. I provided an explanation of the situation, hoping for a prompt resolution. However, despite my attempts, I have not heard anything from Shopify since.
Next day I have got a reply from shopify legal team that my store got terminated for priviate and security reasons. I replied to that email and asked for specific reason because I am confident I haven’t violated any security or policies. However, I was told that the kind of question I had falls outside of what their support can assist with.
This situation has led me to question Shopify's customer approach. Is this level of delay and lack of response typical for customer support inquiries? I'm considering exploring other platforms due to this experience.