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Shopify terminated my store with no explanation, can't reach out to Shopify Trust & Safety Team

zakhar15
Tourist
8 1 0

Hello Shopify Community,

I'm very new to Shopify and approximately six 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). 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. They haven't even confirmed receiving my appeal, let alone provided an update or response.

Days later, I reached out to Shopify's online chat support two times. However, I was told that the kind of question I had falls outside of what their support can assist with.


While I understand that Shopify Trust & Safety Team may be experiencing a high volume of inquiries, the lack of communication is causing both stress and uncertainty on my end.

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.

Accepted Solution (1)

zakhar15
Tourist
8 1 0

This is an accepted solution.

Update: I've got an email from the Shopify Trust & Safety Team requesting for necessary documents.  I provided the requested information, and after their review my store got unblocked.

View solution in original post

Replies 10 (10)

zakhar15
Tourist
8 1 0

This is an accepted solution.

Update: I've got an email from the Shopify Trust & Safety Team requesting for necessary documents.  I provided the requested information, and after their review my store got unblocked.

Sahilgill11
New Member
9 0 0

Could you please give me your Instagram? And tell me what they asked and how you approached them ?

zakhar15
Tourist
8 1 0

In the email that indicated the termination of the store, there was also a link where you can send them an appeal. So, I explained my situation, and they replied asking for some documents and proofs.

Sahilgill11
New Member
9 0 0

which documents they asked you?

zakhar15
Tourist
8 1 0
My proof of business and identity proof
Sahilgill11
New Member
9 0 0

they asked me proof of inventory , business adress and documents. and after one day they said This email is to inform you that after reviewing your information and website we have determined that your business presents a level of risk that we will be unable to support with Shopify. We know this is not ideal, however we won't be able to help with your business. like for no reason

zakhar15
Tourist
8 1 0
PM me on IG @id00000000
klk
Visitor
3 0 0

Dear friend, how long did I wait for a reply after submitting the information? I also encountered the same problem. I haven’t received any email reply yet.

Alecmaze
Tourist
12 0 0

They don't care they don't want you here pretty much.

Alecmaze
Tourist
12 0 0

Shopify support team is horrible.