Hi,
I am writing with extreme urgency regarding the sudden termination of our Shopify account. Last week, we received an email stating that our account was terminated and our website removed, without any explanation or prior warning. This action has had a devastating impact on our business operations. Our hypothesis from researching similar cases, was due to an item not being fulfilled and being "on hold". We often take deposits from customers who request we hold a machine for a couple of weeks to months before they pay the rest off (usually due to their warehouses not yet being complete).
Our website is not only our e-commerce hub but also the primary point of contact for customers seeking detailed product information and downloadable data sheets. With customers unable to access our website, our business is on the line. This disruption has resulted in increased customer distrust, inefficient manual processes, and an overall halt in sales, severely impeding our ability to serve our clients.
Despite submitting two appeals and providing all the necessary documentation, we have yet to receive a meaningful response. Each attempt to reach out through your support page has only resulted in vague assurances to “sit tight” while our site remains down. If there is an issue with our documentation or compliance, we need explicit instructions immediately, being left in the dark is unacceptable while our business suffers.
As an established nationwide corporation with substantial contracts and government tenders, we have already invested in a full year’s subscription with Shopify. The abrupt termination just two months after launching has placed us in an untenable position, jeopardizing both our reputation and revenue.
We urgently request that our account be reinstated immediately and that a detailed explanation be provided. Please prioritize our case and contact us directly with clear steps for resolution. Thank you for your prompt attention to this critical matter.
Ticket ID: 4e898ecc-21b2-4b32-abb7-a198a5f8b0a3
