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

[zakhar15]

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.

[zakhar15 · 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]

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

[zakhar15]

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]

which documents they asked you?

[zakhar15]

My proof of business and identity proof

[Sahilgill11]

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]

PM me on IG @id00000000

[askgo_net]

hello,  What was the final result? Has your website been restored?

[klk]

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]

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

[runup21]

This same thing happened to me today but did they ever say why you were automatically taken down

[runup21]

 Can't believe that this happened to so many people and the thing is that im doing a POD there is not proof of business🤣 you do it for me🤦‍♂️ 

[askgo_net]

Also provided ID photos, business proof. Without any response after we submitted since 4 days passed.

[Alecmaze]

Shopify support team is horrible.

[NathalieBen]

Shopify is a nightmare. They keep terminating my store with no explanatiom