Urgent Request for Store Unban and Appeal Status Update

Urgent Request for Store Unban and Appeal Status Update

plushlash
Visitor
1 0 0

Dear Shopify Support Team,

 

My store has been banned for 10 days, and I have not received any updates on the appeal status. Despite providing all relevant documentation to demonstrate compliance with Shopify's AUP, I have not received any responses to my emails. I have contacted Shopify Support twice daily, but they have only advised me to wait.

Numerous advisors mentioned that banning new stores for standard review is standard procedure. However, the lack of communication on the progress of the appeal is highly disruptive, especially for stores about to scale. For example, two of my colleagues experienced similar issues, losing about $500 in ad spend trying to regain ad optimization.

I have invested $200-300 to scale my store, only to be banned for 'review'. Therefore, I would like to raise the following concerns:

  1. Is it fair to consistently ban new stores for 'review' during crucial sales periods? This practice disrupts business operations and ad optimizations, resulting in significant financial losses.

  2. If a review is necessary, why does it take 10 days? My store is a simple one-product setup with a single supplier, making the review process straightforward. A one-day review should suffice.

  3. Why is there no appeal status for banned stores? Despite submitting all requested documentation, there has been zero communication from the review department. I have had to escalate the case daily through Shopify Support, who are unable to assist as it's handled by a different department.

I understand Shopify has a large customer base, and I appreciate the support I've received so far. However, the lack of communication from the Risk Operations team is frustrating and disruptive to my business and livelihood.

Please unban my store as soon as possible. Your prompt attention to this matter is much appreciated.

 

Thanks!

Reply 1 (1)

Moira
Shopify Staff
2079 227 329

Hi @plushlash,

 

Thank you for reaching out.

 

I'd like to reassure you that our team intends to reply with any updates as quickly as we can. It may take us longer than expected at times, depending on the current contact volume we're experiencing and to ensure that proper steps are being taken. I understand it can be frustrating to wait, but rest assured that the Risk Operations team will continue assisting you via the support ticket you have open with us. 

 

We do apologize if tickets are taking longer to be addressed, and we appreciate your continued patience here.

Moira | Social Care @ Shopify
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