Hi Shopify Community,
I'm in desperate need of assistance. My Shopify site has been unexpectedly shut down, and I can't find anyone to contact regarding this issue. Here's a detailed rundown of what happened:
Original Email from Shopify Legal Team:
- On July 9th, I received an email from legal@shopify.com stating that due to a court order, Shopify could no longer host my account, g********r-ca.myshopify.com, or its custom domain(s).
- The email mentioned an attachment, but there was no attachment included.
- As per the email, my store was taken offline immediately. I was given access to my Shopify admin for two weeks to download my store data, and it stated that the account would be permanently closed on July 23, 2024.
My Response to the Legal Team:
- I replied to the email with the following:
"I am at a loss. This greatly impacts my business and I have absolutely no idea what you are referring to? There is NO attached court order. Please contact me asap."
Steps Taken So Far:
- Replied to the legal team’s email but have not received a response.
- Confirmed that the site is indeed down.
- Extensively searched online for solutions without success.
Support Chat Transcript:
- I reached out to Shopify Support, and the support advisor confirmed that my situation involves a Trust & Safety ticket from the legal team. They mentioned that there is sensitive information related to legal issues, and fron tline support does not have access to these tickets for security reasons.
- The support advisor confirmed that the legal team is actively working on my case and will reach out via email to send the necessary attachment for account verification and reactivation.
- The timeline for this response is uncertain due to factors like the ticket queue and hours of operation.
Additionally, I've received further communication from the support advisor:
Hello there,
I hope you're doing well. This is Jahn, your dedicated Shopify Support Advisor.
First and foremost, I want to express my sincere gratitude for reaching out to us regarding your escalated ticket ID: 7097f284-525e-463d-98cf-58acaa8db3c2 from our Legal Team. I understand how important this issue is for you, and I'm here to help you find a solution.
To recap, I have communicated with our Legal Team and confirmed that they are actively working on your case. They will reach out to you via email with the necessary attachments to verify your account and reactivate it securely. While I can't provide an exact response time due to various factors such as the team's current ticket queue and hours of operation, please know that we are diligently monitoring this escalation. You can expect updates via email, and I will keep a close eye on this for you.
In the meantime, I'd like to share some valuable resources to assist you with your business:
- 9 Timeless Ways to Increase Conversions: This article offers insights on how to promote your store using product images, reviews, and other marketing strategies to boost your conversion rate.
- Need Traffic? Here's How to Get Visitors to a New Website: This resource provides a list of 20 proven, high-impact tactics for driving more traffic to your online store.
- How to Get Sales: A Marketing Checklist for New Entrepreneurs: This blog post contains numerous tips and tricks on how to promote your business efficiently and cost-effectively, targeting audiences most likely to buy your product.
If you have any questions, please don't hesitate to reply to this email or initiate a live chat with us. We are available 24/7 for your convenience and are always eager to assist you!
Best regards, Jahn Shopify Support Advisor
I've also followed up multiple times and am still awaiting a substantial update:
Racheal at 12:41 pm
Hello Jahn,
I was hoping that there was an update on my site? It has now been over 48 hours since the site is down and we are receiving calls from customers wondering if we are out of business. An update would be fantastic. Thank you so much.
Racheal MacDonald The G**** *****r
Current Status: As of now, I have not heard back from anyone. I am at a complete loss as to how to proceed. I was informed that responding to the one and only open ticket will skew the queue. I find this level of support—or lack thereof—totally unacceptable after the thousands of dollars I have invested in Shopify since launching last year.
This situation is severely impacting my business, and I am at a loss for what steps to take next. If anyone has experienced a similar issue or can provide guidance on how to proceed, your help will be incredibly appreciated.
Thank you, Racheal
Labels:
- Urgent Issue
- Legal Notice
- Site Down
- No Response
- Trust & Safety
