The site was blocked after just one day of signing up. It mentioned an AUP violation, but we haven't

[ZenialDigital]

Hi Shopify Support,

I have contacted you four times, and my client has contacted you once. Each time, we have been told that our issue would be escalated to the validation team. We have been hearing this since August 1st, but nothing has happened. We can't even access our support ticket. When I ask when this will be resolved, no one can give me an answer. I am posting in the forum in hopes of getting a better response. I am really tired of this situation. We want to use your product, but the support we have received has been very disappointing. Additionally, two of your support representatives have ended the chat without asking if I was finished. What kind of support is this? Can you help explain? Is this the standard practice at Shopify?

Hendra

[Shay · Accepted solution]

Hi Hendra, thank you for reaching out and for sharing your recent support experience. I understand that the store you were building for your client was closed due to a possible AUP violation. In the communication that was received, was there an option to appeal this decision? If yes, please ensure that the appeal form is filled out as soon as possible. That will be required in this case.

There is no set turn-around time for reviews of this nature. While we strive to reply back within 5-7 business days, it can take longer depending on the volume of requests the team has received. If your ticket has been submitted to our Trust and Safety team then there is nothing more our standard support will be able to do to expedite this process. 

I also understand that you have some concerns about your chat sessions ending abruptly. If no response has been received from the user after a period of time then the chat will automatically time out. If you believe this is not the case and that the chat advisors were not supporting you appropriately, then I recommend replying back to those tickets with that feedback. You should also be provided a survey you can fill out at the end of your chat sharing feedback on the chat experience.