All things Shopify and commerce
Shopify recently started suspending stores for selling products which are in high demand due to COVID-19 like masks, hand sanitizers, etc. Which I think was a very bad move.
Although I commend them for taking steps against stores selling these products at very high gauged prices but the move of outright suspending the stores was not properly executed as many other store which are not selling these items are also affected.
This action did not solve any problem but has increased problems and frustration for people who completely rely on Shopify for their livelihood.This move has blocked the livelihood for those people especially at such times of crisis.
They could had taken care of this situation by this way.
1) Send warning to unpublish the flagged items withing 48 - 72 hours but letting other unflagged products to sell normally.
2) Ask to upload evidence of the flagged products that they are not related to those items related to COVID-19.
2) Then if any store wants to sell masks and other products they should provide some kind of application to list these items to sell on store with their recommended price.
This move by Shopify was so bad.
I suggest everyone to comment or send message to Shopify on their social channels.
https://www.facebook.com/shopify?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49D7-17A91...
https://twitter.com/shopify?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49D7-17A91F5CB5...
https://www.youtube.com/user/shopify?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49D7-1...
https://www.instagram.com/shopify/?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49D7-17A...
https://www.linkedin.com/company/shopify?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49...
https://www.pinterest.com/shopify/?_ga=2.222173976.1232068703.1584522103-78954881-8F2B-4B02-49D7-17A...
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This is an accepted solution.
I think its time to find alternatives to shopify. Should had never started with shopify on the first place. I think WordPress is far more better than shopify.
I think Shopify will only listen once we start reporting the FB page https://www.facebook.com/shopify/ goto report page and then select "Poor Purchase Experience"
Shopify suspended my store and I do not sell face masks or sanitisers. whatever algorithim they are using is seriously flawed.
hello bro,
I just running my store and selling different things like kitchen items,and according to me i don't brake any of shopify terms and conditions.I don't know why suddenly my store is banned.is any one there to help me how i will get it again if its possible.
thanks in advance
I just checked the AUP page because this is what was mentioned in the email sent by Shopify "Your store, (Store Name) has been flagged for listing face masks, hand sanitizer or other high demand items related to the coronavirus pandemic at excessive prices. Shopify considers price gouging to be a violation of its Acceptable Use Policy (AUP) subject to account termination."
And I found that all those items are not even listed on the page nor is there any single word mentioning "COVID-19" or "Price gouging".
If the above mentioned policy is not even mentioned in the AUP page on the official website then how can they even suspend the account?
Same here! I sell hundreds on non covid related products!! Orders I cannot now fulfil as my site is down!
NOTE: Every customer of mine either got their product or if there was a problem, immediate refund! I am a very clean store with good customer relations and customer service. Any masks (or anything else) I sold, customers received or are receiving.
This is completely UNFAIR!
I have been hysterical all morning! Absolute panic!!!
By the way: The face masks I sold were not unfairly priced.
ALSO: I sell beauty products including face masks which I think has cause further issues with the algorithm.
I know, this shutdown is killing me, and support just tells you to wait around while missing out on sales and order fulfilment! Customers will blame us for something Shopify is responsible for, completely unfair.
I just looked at the AUP myself, absolutely nothing mentioned about COVID or price gauging.
Why couldn't they warn us anyhow?? I would have unpublished anything they were unhappy with! The terrible thing is that I sell hundreds of NON covid products ...I operate a very clean store, I refund where applicable and my customers always get what they ordered.
I am puzzled as to why they don't set a price ceiling if they are so concerned! Give me a RRP and I'll abide by it. I have masks in stock which I paid a lot of money for and am happy to abide by a RRP for goodness sake. But don't shut me down, I have a mortgage to pay!!!
Yes indeed price gouging is even not mentioned in their "Acceptable Use Policy" which I printed today.
And no way to contact customer support via chat as usual because they suspended our account.
We didn't even have a chance to understand the issue beforehand and take appropriate action to solve it.
Very disappointed by the action taken without any prior notification.
I see I m not the only one with the same problem. I m trying to sell masks, and Shopify founded the prices are too expensive so they closed my shop
today..............
What on hell does it mean?
Isn't Shopify an independent transnational enterprise???? Doesn't Shopify believe in the right of free competition? The clients can choose their preference
We're not in a Totalitarian enterprise, o yes?
What is the RRP for masks then? Does Shopify know? I don't force customers to buy! I don't sell at unfair prices! What do customers do who WANT masks for goodness sake?? Have we moved from Free Enterprise to a Totalitarian state!!! I want my Shop back. It cost me a ton of money to create and sustain, I had loads of internet traffic for hundreds of my NON Covid related products!!! My reputation is destroyed now!!! GIVE ME BACK MY SHOP!!!!
This is an accepted solution.
I think its time to find alternatives to shopify. Should had never started with shopify on the first place. I think WordPress is far more better than shopify.
I think Shopify will only listen once we start reporting the FB page https://www.facebook.com/shopify/ goto report page and then select "Poor Purchase Experience"
good idea. thank you. I am going to leave the a review and hit them with a lawsuit.
So my evidence of non-price gouging has been accepted, since we really do sell cheaper than market rate or at market rate. The demand for such evidence is ridiculous, because they are comparing an online store price with by their own request and qualifications "biggest retail chains" who buy hundred thousands of product at once and ship by container sea. And our small store goods that ship via DHL needs to match those prices. It's like economy of scale isn't a thing.
fortunately we managed to do just that because our intent was to help - not to price gouge but then we have no profit on those items, we are just making them available being based in China where supplies are not short anymore). I'd love to go to a 24/7 deli at midnight and tell them they are price gouging me because their price doesn't match wall mart or the dollar store.
So despite being accused of something without evidence, which is contrary to any justice system in western countries, and frankly most democracies, as you can't really prove a negative that's why the burden of proof is on the accuser (imagine you go out of your home and the cops randomly catch you telling you to prove that you never stole anything while they don't have evidence you did anything wrong- that wouldn't fly in any court outside of a dictatorship). My store was still not unlocked, now they ask me about my suppliers, my stock, and same thing, disprove things they can't prove in the first place. But beyong that, it is not even in their Terms of Use. EVEN if price gouging was a thing in their TCU (which is not), NOWHERE in it does it mention that we have to provide to them our suppliers details, records of relationships over the years, and all certificates to the goods we have.
At this point, I think there is an abuse that can be brought in court, beside the damage done to the business based on accusation of wrongdoing from the shop they can't even prove. They ask us to disprove something THEY can't even define (they never defined what is "price gouging" in their TCU), let alone prove. What messed up approach is that.
It looks like a class action here could work. Since they have done damage to our business with baseless accusation (because they didn't define the offense they are accusing us of), that they can't even prove (it's actually hard to prove something you haven't defined - but let's pretend it is a thing). Onus probandi incumbit ei qui dicit, non ei qui negat is the most basic principle of any modern justice system to prevent judiciary abuse of power, and it is one Shopify will gladly ignore while portraying themselves as social justice warrior. There is already an impending economic recession for most businesses, and they are making sure that thousands of famillies will have their head underwater with no chance to get back up and potentially die, so their CEO can feel good about himself "doing good" in the face of public opinion (I don't think it will work out that way).
Good job Shopify, maybe class action guys is our last resort. It's unfortunate that Shopify ignores the very basic principal of modern justice, but it turns out Shopify has base in north America and Europe, where modern justice exist to protect consumers/businesses.
I had the same problem. They even listen on the email products I didnt even sell. I explained to them that I was using DHL to ship faster to customer. They didnt care. I decided to remove all products related to corona virus, and even than its been 3 days they still havent put my store front online. Now it makes me question their intentions with all this stopping the store from selling those products. Now only they destroy business reputation, but why are they suspending all stores that selling virus products? Do they not want people to get those necessary things? I mean its a high demand and everyone want opportunity to purchase stuff that protect family. Shopify obviously doesnt care about the people or the business owners who keep them in business. Twice the customer support closed the connection on me. Lana from support hasnt responded even though I have reached out so many times. I spoke to my attorney today and I explained the situation and I was told that I have grounds to sue them and be compensated for ad losses and for ruining the reputation of the business. I asked the chat support this evening for a phone number or a supervisor to speak to and i was told they dont have that. I asked but when is this going to be resolved and the answer was we dont know.
Literally I am convinced that SHOPIFY, does not want business owners to provide public with necessary products that will keep them alive during this pandemic. If I dont get this resolved by today I will also call news stations and tell my story. I will bring the heat so hard on them they wont know what happen same like they shut my store down without even letting me know. They want people to suffer, they want us owner to lose business too. So you know what is game on!
Also my attorney said that shopify should not suspend stores without contacting the owner first letting them know why and what can be done before it reaches suspension.
Not only they suspending stores but also they are rude and they dont even tell you when they will lift the suspension even after those products have been removed. I have a feeling they will lose a lot of businesses due to this. And they call themselves guru. Not to mention that there is no phone number to contact and no supervisor. I am thinking of bring in attorney. I have ads up and running and people cant even see a store front. Customers freaking out.
My store has 5 thousand women apparel products. And I added a collection of just 16 corona related products. They suspended without a notice. Now my customers cant reach my site. Although I removed all corona related products they still havent put my side up. I have spend 40K to build the website but now its ruined. Shopify will have to compensate money wise and two years of work and ads running and for destroying my business. Their policy mentions nothing about corona virus. I have a print out. I have 5 stores been paying thousands of dollars to them for years and they think I will let that go just because they are incompentent monsters. Deep down they dont care about pricing they simply dont want us to provide options of safety to public. They chose their pricing as they wish but they want to tell us different. Its free market....shopify is a platform not better business bureau. As a platform they dont have the right to shut down your business unless you did not make your payments. Plus it doesnt take a week to fix the problem when I removed all those products. I will share all this on twitter, youtube, facebook everywhere possible. People need to be warned about this. Also I am planning on contacting news papers sharing my story how shopify blocked me for selling supplies to people who need it at this times. I feel they are doing it purposely.
wow keep me inform and this does sounds like some bs..
Run as far away from Shopify as you can, look at the latest response I got from support
//
Hello,
Unfortunately, once an account has been declined the decision is final.
As per Shopify's Terms Of Service | Section 4, it states that: "We reserve the right to refuse service to anyone for any reason at any time".
Best of luck with your business going forward,
Sam
Risk Analyst
//
I can definitely see a lawsuit coming for Shopify. Isn't it funny that Shopify tries to tell sellers what's a fair price and what's not? Did they think they were Amazon or eBay? Ridiculous.
Shopify needs to do better! I listed a few masks, and gloves, I am still working on the pricing and product description. I have not promoted anything or even sold 1 item and shopify closed my store. Every drop shipper sells their items for 2 to 3 times the cost of what they pay for it. How else would they be able to afford the shopify monthly fees and facebook ads. This is nonsense. In their email, it is 2 to 3 business days before they will respond to an email.
Also suspended. I don't sell ANYTHING related to face masks, hand sanitizer, cleaning products, etc. Also haven't received the email yet. I sell beauty products. This is nuts. As if our income wasn't already hurting. Also a seller on Amazon, where Amazon just stopped people from sending FBA inventory. I swear companies are TRYING to CAUSE a recession with all these awful decisions.
What did you say in the email when they closed your store? How long did you get their reply after the store closing? I still no receive any feedback, they do nothing!
They restored my access to admin only last night, I sent them the proof that my mask is worth the price it was listed for, but I removed the product anyways, screw it, don't want to risk any more downtime of my store for one product that i haven't sold even once yet.
I just told them that I have marked their facebook page with "Poor purchase experience" and I need a refund for this month fees. I also told them that I will be taking this matter to BBB here https://www.bbb.org/consumer-complaints/file-a-complaint/get-started .
But I would suggest migrate to other platform. Like WooCommerce, Big Commerce, Wix etc rather than staying with Shopify. I just exported all my orders and have migrated to WooCommerce already and have filed a case against them on BBB for a refund. Suggest you do the same rather than waiting.
I'll try Alidropship plugin with my new store, you can actually buy it for half price if you register for their affiliate program and buy through your referral link plus use a discount code
@shopify
if you are going to claim that something is against you "Acceptable Use Policy", MAKE SURE THAT YOU UPDATE IT FIRST.
@ Everyone who has had their store suspended or canceled
Contact your bank and request a chargeback on the shopify fee
I did the same thing. I listed 3 N95 high quality masks that cost between $26 and $30. I sent them a screenshot of my cost plus I paid in U.S. shipping and the mask was only $49.00. However, there are sites on myip ranked in the first 20 top stores selling the masks for more and have been up for weeks and still are!! CRAZY!! NO RESPONSE FROM SHOPIFY!!!
Believe there is no such nonsense.
if the store is closed in this way without sending a warning,
it means we are nothing ... totally nonsense.
come to think of it, a billion-dollar
@memmba wrote:Believe there is no such nonsense.
if the store is closed in this way without sending a warning,
it means we are nothing ... totally nonsense.
@memmba wrote:Believe there is no such nonsense.
if the store is closed in this way without sending a warning,
it means we are nothing ... totally nonsense.
company won't even think 2wice to throw us all out, well that's capitalism, move on, so have i
can you please explain which recommended place are you talking about you sent a complain to?
What about bigcommerce? Anyone familiar with them? I am leaning toward them but I'm not sure yet. Do they support free enterprise, unlike shopify?
I also feel that this is not Shopify's role as they are merely a host, that was my understanding, NOT a marketplace such as amazon, ebay or etsy. If they are going to take on the role of policing, setting up rules for what we can sell, how much we can sell for and the like, then they should also provide us with traffic and SEO, much like amazon does. Where I live, Florida, anytime there is an emergency, the attorney general's office takes a very proactive role in shutting down and/or prosecuting businesses that price gouge, including on-line businesses. I don't know about other states, but I am sure they have similar laws already in the books.
I will say this however, anyone price gouging in this times of need have a special place in the eternal lakes of fire. Shame on them for taking advantage of this very bad situation, causing problems for legitimate businesses and the community at large.
Sometimes when something hits me I go on and on so sorry for the tone and hope you understand my point.
Just ranting!!
Everyone, please join the Facebook Group "Shopify Unfair Business Practices Private Group" in order to consolidate and show Shopify that we will not be taken advantage of by a knee jerk reaction by the Shopify CEO in closing down thousands of stores because of his overreaction to the coronavirus supply problems. Simply shows his lack of true leadership in a time of economic hardships, especially for all of us who rely on our own good business name and reputation with our businesses, and I KNOW many don't price gouge because we wouldn't do that to our own hard-earned businesses, and his tweet stating "he shut down over 3,000" for pricing is flat out slanderous.
We are a Service Disabled Veteran Owned Business who FIGHT every day for business in this world of giant corporations. This subjective action by Shopify is direct hypocrisy of them being there for small businesses around the world. Enough is enough and we refuse to do business with Shopify.
EcoClean Supply and Service, LLC
hello and how long did it take them to put your account back?? mines been down since 04/06/2020 and it's 0410/2020 smh countless of email no response and i haven't sold any of those, but i had them on my site which i deleted completely
Ok it's taking forever to receive anything from them.. I did what they ask of me and some i spent hours redoing everything and deleting the items of question that i never though was a problem.. This some unfairness and they charged my account a couple days like i got something going on and know they have supposedly "temporarily suspended" my account..
As a nurse working in a facility with no mask and treating ill patients, I commend Shopify. Health care workers are putting themselves in tremendous danger of contracting and spreading COVID-19. The city I live in is on lock down, only essential businesses are open. But I can guarantee that this virus is going to continue to spread like wild fire as long as the health care workers here and across America continue to work under the current conditions . I hope instead of being upset with Shopify, try to look at this from a different perspective and consider yourself part of the solution. The sad truth is people are hoarding and even stealing mask, leaving the people who need them most, the people who are on the front line vulnerable and at great risk of continuing to spread COVID-19.
As a practicing doctor I myself am aware of this situation about the shortage of masks. The local suppliers here are not having masks. Hence I got masks imported in bulk from China to sell it here in my place which is not USA. Many private Clinics and hospitals who require masks or even people who wanted masks were able to get one using my website at a very cheap rate compared to what is currently sold by local suppliers and Pharmacies. The point is atleast they were getting it through my website to safe guard themselves.
We are not saying that intention of shopify was bad but the move they took for it was very bad move or I would say they mishandled the situation.
And off course there is an increase in the prices of mask but do you know why?? because there are less people working currently, so the cost for production of the mask by the manufacturer goes high, then there are very less logistics which are working right now who also have increased their shipping prices because they have shortage of staff.
so Increased manufacturing cost + increased shipping cost = Increased Mask price ( which is more than 10% then what was being sold 3 months back) the decision how much is considered as price gouging is completely on the government to make and not Shopify.
Shopify took matters in their own hands to act as the judge, jury and executioner which is the definition of Vigilantism.
Not only they suspending stores but also they are rude and they dont even tell you when they will lift the suspension even after those products have been removed.
I just reported their page for poor service. Left my comments. And tweeted about it. Next step is the lawsuit and calling news stations letting them know what is happening.
on google merchant is disapproving me of all the articles, should I delete the feed or wait? I'm afraid that they suspend my account
Better don't take any chances and delete the feed. Better safe than sorry.
One of our Indian stores is also suspended by Shopify due to this issue, we have listed these merchandise as an affiliate of Amazon India without price information and do not sell them directly to our customers. Yes, I agree Shopify's action is a kneejerk reaction due to some recent press reports in North America without considering sellers and interests of seller's customers. Hope they will review the stores quickly and restore the stores soon.
https://www.cnbc.com/2020/03/12/amazon-blocks-new-sale-listings-of-face-masks-hand-sanitizer.html
https://qz.com/1820138/high-priced-n95-masks-appear-in-facebook-ads-and-shopify-stores/
I did list 3 masks on my store while rebuilding at 2 X's my cost not including the free shipping within the U.S. and my store was shut down. This is not right!!! They should have stated no masks or whatever! Now I had to send my price which is $26 or about and I was selling for 49.99. I should have never put the masks up but price gouging is far from the truth.
Shopify said I failed to meet their use policy and that I am selling products for Covid. I wrote the Risk Force back and they didn't even read my email. Rather just took my payments off. IM STILL IN TRIAL. I HAVENT EVEN SOLD 1 THING! I DO NOT SELL FACE MASKS. My emergency kits that typically have them HAVE (NO MASKS) right on the title because we don't sell them when they are needed other places... WOW. This is horrible service. Talk about bogus trial. You need better customer service on that task force y'all set up. And can actually do their job vs relying on a computer to take notes. The guy on the phone said it would be cleared up after he reviewed my site. He was NOT part of the task force but a real human who can respond to real questions.. NOT JUST DEMANDS.
Our store sells embroidered patches, which are not even close to being related to the coronavirus. They ask us to submit evidence on fair pricing when we don't sell those products.
Not only they suspending stores but also they are rude and they dont even tell you when they will lift the suspension even after those products have been removed. I have a feeling they will lose a lot of businesses due to this. And they call themselves guru. Not to mention that there is no phone number to contact and no supervisor. I am thinking of bring in attorney.
Just to be clear, did you receive an email explaining the cause,, or was your store just suspended without explanation?
Our store sells books, so I'm hoping this is a coincidence. We received no explanation so I'm calling support.
WTF this store that is just selling masks with BIG BOLD heading corona is still up and running https://coronamask.co/products/coronamask%C2%AE-surgical-grade-facial-mask?variant=32133726077067
Why the impartiality?
thats fine, this is not price gouging - this must be the CEO's own shop, yeah thats right, selling his stuff is fine
I cannot understand how the store is closed without any warning.
The closed store for the customer is a very worrying situation.