Very bad move of suspending stores

[drtalharafi]

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...

Already started searching for Shopify Alternatives.

[BMT]

Shopify suspended my store and I do not sell face masks or sanitisers.  whatever algorithim they are using is seriously flawed.

[drtalharafi]

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?

[otrebor22]

also suspended me shop but I don't sell masks, I don't understand

[Isabella9]

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.

[Isabella9]

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!!!

[eolas]

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.

[otrebor22]

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

[drtalharafi]

Better don't take any chances and delete the feed. Better safe than sorry.

[Ramkumar_Damodh]

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/

[641686]

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?

[Patchcollection]

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. 

[641686]

since when does Shopify interfere to set the RIGHT PRICES?
or please WHY is this happening?
Under wich laws?
Thks

[Isabella9]

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!!!!

[cburdick]

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.

[Patchcollection]

See email below.
We DO NOT sell medical products or coronavirus related products. We were
flagged by mistake and our sales are taking a hit because of this.
--------------------------------
Dear ----------,
Please be aware that we have temporarily suspended your account. Your store,
---------- 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
66758bae9fc7de0ff80b1bf2b3c099b1ccec24e9a8a0dc3d3d559e1425e913bbc8074316df6b
0555b4da27dcb> Acceptable Use Policy (AUP) subject to account termination.
If you feel your account has been flagged incorrectly, please reply directly
to this email with evidence demonstrating you are selling the applicable
products at fair retail prices. For example, evidence of the manufacturer's
suggested retail price.
You can access our Acceptable Use Policy
66758bae9fc7de0ff80b1bf2b3c099b1ccec24e9a8a0dc3d3d559e1425e913bbc8074316df6b
0555b4da27dcb> here and our Terms of Service
6265cc87c0dc76fbffaf6dfd87b0d5c8a20577a66a71558522806c880495ac16d4f7e19c4bde
c00dd66061413> here.
Thank you for your understanding,

[PHQ333]

We migrated our shop from a dedicated server just over a week ago.  We are an Aviation company selling oxygen as well as aircraft cleaners and passenger/pilot supplies.  Some of these supplies are in fact related to cleaning, so therefore some are disinfectants.  Additionally, we sell MIL spec chemicals like alcohol and MEK.  Our prices have not changed during the crisis.  Shopify elected to temporarily suspend the account without any prior notice.  When reaching out to customer support they wanted to confirm the account by having us provide an invoice amount or number.  However, we were unable to log into the account to get an invoice and since we are still on trial so there is no invoice on record.  Go figure!   After finally getting through we were pushed to send a response email to the suspension email and we have heard zero information on when they will get back to us.  Quite literally paused a 7 figure company.  I feel really bad for many of you.  We luckily kept the dedicated server and have transferred the DNS back to our servers.

I agree that this situation was 100% mishandled.  There was zero warning whatsoever and from the looks of it many are suspended without any real reason outside of suspicion.

Shopify, YOU NEED TO GET TO WORK TO FIX THIS!!! 

[drtalharafi · 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"

[drtalharafi]

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?

[sourcemr]

thats fine, this is not price gouging - this must be the CEO's own shop, yeah thats right, selling his stuff is fine