Store Banned Since April – No Response About Payout or Balance

[poison002]

Hi everyone,

I’m posting here out of pure frustration. My store was banned at the end of April, and since then I’ve been trying to contact Shopify’s Risk team to understand two very simple things:

1. How much money is being held

2. When it will be released

I’ve sent multiple emails (attached to this post) to risk-operations@shopify.com asking for this information — and I’ve received no response at all.

This is unacceptable. Shopify has banned my store without explanation, is holding my funds, and won’t even tell me the status or next steps. Meanwhile, I have suppliers and employees to pay.

I’ve already contacted support several times and all they say is: “The Risk team will reply via email.”

But they never do.

I’m sharing this publicly now because this situation is damaging my business and my trust in the platform. If I don’t get a response soon, I’ll have no choice but to escalate this legally.

Has anyone gone through something similar and actually managed to get an answer?

Thanks,