Why did Shopify block my store due to AUP policy?

[MarijnBe]

Shopify blocked my store because of the (AUP) policy. However, they never indicated what was wrong. Unfortunately, I cannot get in touch with Shopify about this in any way. I would like to know why the store was blocked as I am sure I did not make any mistakes.

[Rick]

Hi @MarijnBe 

Thanks for reaching out for help.

I am sorry to hear about this situation! I understand that it's not an ideal situation to be in, and you are wondering how to proceed.

To clarify, if your store has been blocked due to a violation of our Acceptable Use Policy (AUP), then it's possible that we detected some activity or content on your store that is not in compliance with our policies. The AUP outlines the types of activities and content that are not allowed on the platform, including things like illegal activities, fraud, and the sale of prohibited items. We take violations of our policies seriously and may take action to block or suspend stores that are found to be in violation.

I cannot say for sure why this might have happened to your store, as we cannot access any of your store or account information here on the Shopify Community and we can only provide generalized information. It's also possible that the team handling this matter is not in a position to provide any further information or specific reasoning for their decision - if that is the case then it would have been explained to you in the communication you received informing you of the AUP issue. If you're unsure why your store was blocked, there's a few things you can try:

• Check your email inbox to see if one of our teams sent you an email explaining why your store was blocked. Check all of your email inboxes including your spam/junk/promotional folders to make sure that notifications from us didn't land in there. You are free to reply to any emails you received, and you can include any further inquiries you have or other information you feel is relevant.
• Feel free to review our AUP to see if there are any activities or content on your store that may have violated the policy.

If you still don't know why your store was blocked, you can try contacting our Support team for assistance. You can contact us by using this Shopify Help Center link. Please note, depending on the situation there's a chance we will not be able to provide any further context about why this happened.

[flareAI]

Hello @MarijnBe,

Greetings from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot! I am Gina, and I am here to help.

Shopify may block a store or take other actions if it violates the Acceptable Use Policy (AUP). Here are some common reasons why Shopify might block a store

* Engaging in the sale of items that are forbidden or against the law.

This includes items that are illegal, infringe on intellectual property rights, or are on Shopify's prohibited items list.

* Fraudulent activities.

This includes scamming customers, using deceptive practices, or engaging in other fraudulent behavior.

* Infringement upon the rights of intellectual property.

This includes selling counterfeit or unauthorized products that infringe on the intellectual property rights of others.

* Non-compliance with laws and regulations.

This includes failing to comply with applicable laws and regulations, such as data protection laws or consumer protection regulations.

* Sending unsolicited and deceptive emails or engaging in phishing attempts.

This includes using your store to send spam emails or engage in phishing activities.

* High-risk activities.

Certain businesses or industries, such as gambling, adult content, or pharmaceuticals, are considered high-risk. Shopify may have specific guidelines and restrictions for these types of businesses, and non-compliance can lead to store suspension.

It is important to review Shopify's AUP and ensure that your store and its activities comply with its policies. If your store has been blocked, you should contact Shopify's support directly to get more information about the specific reason and to seek a resolution.

Refer to this guide on Shopify's Acceptable Use Policy.

Let me know if you have any questions.

Gina

[SHUAN-ZHANG]

The store just applied less than a month ago and they said I violated AUP guize..I received an email from the Shopify Trust and Safety team stating that they had terminated my Shopify account due to a violation of Shopify's AUP.

I checked every point of the AUP and I am 100% sure that I did not violate the AUP, our store is not open yet and even requires a password to enter. It is still under renovation.

We switched from WordPress because we endorsed Shopify. The materials submitted for Shopify payment are also authentic. Hawink is a sub-brand of our company. The passport submitted is also authentic and not fake. I carefully checked shopify's AUP and found that it did not violate the relevant regulations. So this must be a mistake

[Rick]

Hi @SHUAN-ZHANG 

Thank you for reaching out here!

I understand that you have some concerns regarding the termination of your Shopify account based on a violation of our Acceptable Use Policy (AUP) - thank you for bringing this matter to our attention.

We do indeed have a dedicated Trust and Safety team that carefully reviews each case to ensure compliance with our policies. I understand that you believe a mistake has occurred, so I would be happy to explain the next steps you can take.

Here on our Community forums, we are unable to access your account, so I cannot provide any account specific support or share any further context in addition to what you have received so far. With this in mind, I would recommend contacting our support team directly, so that we can check in on your ticket and provide you with more information regarding any next steps you can take.

You can reach our support team through our help center here. Please provide our support team with the relevant details including your ticket number, which will help us to better understand your situation and assist you accordingly. You may also be able to reply to the email you received from the Trust and Safety team, however some emails will be 'do not reply' so it would be best to contact our team first so that we can take a look and advise.