Shopify Trust & Safety on herbal products

[sambatree]

Recently, we were sent an email from Shopify telling us that we needed remove or alter health claims on our website regarding the natural products we sell. 

My question is that EXACTLY are the specific guidelines when it comes to this type of information? In other words, 

if the information I a using is backed by "trusted" sites like WebMD, etc, how does Shopify then resolve this? Allow me to give you a specific example:

We have a Moringa-based body cream that can be found here:
https://sambatree.com/products/moringa-black-seed-whipped-combo-butter-1?_pos=24&_sid=66eb5a4a4&_ss=...

Enriched with antibacterial and anti-fungal properties. Reduces inflammation.

Gentle exfoliation, removes dead skin cells.

Retains essential moisture and prevents water loss. Aids in wound healing and restoring skin.

Now, when I go to WebMD, this is what it says regarding Moringa:
"Moringa is a plant native to India and other countries. It contains proteins, vitamins, and minerals, making it useful to fight malnutrition.

Moringa is an important food source in some parts of the world. It can be grown cheaply and easily, and retains much of its nutritional value when dried. As an antioxidant, it seems to help protect cells from damage. Moringa might also help decrease inflammation and reduce pain."

So is the issue here the word "may"?

What would be extremely helpful to me as a customer is a concrete set of SPECIFIC guidelines. In other words, what sources does Shopify consider "trusted sources"? I can make whatever changes that are required. But what I do not have time for is feeling like I am rolling the dice. It's unfortunate that this department does not provide a direct phone number as this could be answered very quickly instead of hoping that someone may open my email, or read this post. 

Please help!

[fielde]

Thank you for your thoughtful message and for recognizing the steps taken — I really appreciate your insight. As a Shopify developer who’s worked with a variety of high-volume stores, I’ve seen how critical proactive fraud prevention can be, especially when chargebacks are involved.

I’ve double-checked the delivery address across all orders and confirmed there are no changes. I’ll also review the order timeline to verify the IP address and browser/device consistency, as you suggested. Adding a signature requirement is a smart move as well — I’ll coordinate with the fulfillment team to get that implemented on high-risk orders going forward.

Thanks again for your guidance — it’s always great to get input from someone who understands the importance of due diligence in eCommerce

[SellingForDays]

Are you using shopify payments? I had similar problems to what you are describing, especially with wording. I switched my processor to Organic Payment Gateways. They have been phenomenal.