Why did my online store get inactivated without any notice?

[snco0112]

My store is suddenly inactivated by Shopify without any notice. It was 3 weeks ago and HAVE NOT HEARD ANYTHING. It seems like it has been happening to many people here. So far, I have not found any resolved cases from here so I am worrying more now.

The worst part is Shopify did not give me any notice in advance or even after. They did not contact me or notify me WHY it had happened. NO EXPLANATION and NO REPLY. I only learned after searching others' experiences here. 

I contacted Customer Support. Every time I contacted them, they said the same thing: Don't worry, we will escalate your case, and here is your ticket number. You will hear back from us within 24hrs. IT TAKES MORE THAN 24HRS - and received an automatic reply asking for your business information. - which means, talking to customer support will not help anything on this issue.

I already have MULTIPLE TICKET NUMBERS, apparently, it seems like they do not even have a record to follow on cases. After replying to the email with all the support documents regarding my business information - NO ACKNOWLEDGEMENT of RECEIVING the email or any further update... 

This is so frustrating as this happened once, it will be the next time even after I get my store back. - also already I saw other store owners who had been in the same situation with multiple stores. I cannot use the same domain using another eCommerce platform as the current store is inactive but not gone yet...  I asked customer service to cancel all subscriptions and my money back has been earned. THEY IGNORE THAT AND DO NOT GIVE ME AN ANSWER. 

As my business is only running online, it is so frustrating and disappointing. It is such a shame that the biggest platform where there are numerous sources has such poor support and does not even give the proper notification or process setup. This has been happening for the last couple of years. WHAT A SHAME... 

[Shay]

Hi @snco0112 

Thank you for reaching out about this and sharing your feedback and experience here in our community. 

I know how serious situations like this are, and the importance of getting timely communications from our team on the next steps. The best way to move forward with this decision is to reply back to the email you received communicating this, and if there is an option to appeal please ensure that you fill out the linked form to do so. 

The team that handles these reviews is separate from our standard support, so connecting with our chat support team is only recommended in these cases if you want to ensure that your ticket has been properly escalated and that you haven't missed any communications. They won't be able to provide any additional insight into this decision or overturn it. 

[Alex872]

Hello!
I have the exact same problem.
Did you solve it?

[snco0112]

Hi! Unfortunately, it STILL has not been solved.. AND no response at all. My money is stuck there as well and business is going down… this is so unfortunate.

[Aleks27]

don't worry friend, shopify has started treating its customers very poorly by ignoring them. I have worked with them since 2019. And now I’m looking for another platform for my website. They also blocked the account and the site for no reason, but this is standard for them, but the worst thing is that they wrote that my account is fully active, while completely disabling their payment gateway. And they haven’t answered me for 3 weeks now. And the chat support is completely useless.

[snco0112]

I wanted to give you an update about my case. After writing on Shopify Community and having yours and Aleks27 ' s comment, my store was suddenly re-activated again. It took me about 3weeks as same as other users. However, I was not able to restore my purchased domain, as I either cannot connect back to my account and the domain I used was not eligible to purchase back again. On the top of that, I had to edit all my linked stuffs reset again. Also, the app I subscribed has been back to hold for couple days and asking me to re-subscribe again. I had to deal with other small details again . . . 

I have seen others' post on Shopify Community saying that 1) it has happened multiple times on their stores, 2) Shopify do not give an explanation for that 3) it seems like it only happens to the small business owners where we do have lot more negative impacts on our businesses. 

If you do have found other e-commerce platform that is recommended, please share with us! I am also working on other e-commerce platform if that would be better options.   

[stevejohan]

Hi, I have been waiting weeks for a response. Can you suggest what I should do?

https://community.shopify.com/c/shopify-discussions/store-was-inactivated-by-shopify/m-p/2615526/thr...