Why has my online store been abruptly closed?

boxist2023
New Member
4 0 0

I have just received an email to state that Shopify have closed my store. I only launched it two days ago, there was no warning nothing just an email to state was in breach of section 7, we have not breached any of 12 activities listed. Please can someone help us get our store re-activated please.  

Replies 9 (9)

Blair
Shopify Staff
1938 258 229

Hi @boxist2023,

 

Thank you for reaching out to the Community. 

 

I definitely understand where you're coming from regarding your store and would be happy to share some insight on how we can help. 

 

When it comes to account specific inquiries like this one, I'd encourage you to follow up with us directly. As we don't have access to any account information through the Community, it will allow for our advisor team to take a closer look and provide steps on how you can proceed.

 

To connect with us, you can follow this direct link.

 

Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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boxist2023
New Member
4 0 0

Hi Blair, 

 

We are still waiting to hear from someone to help resolve the issue. We was advised under ticket number 41210903 that they was going to get Trust and safety team to contact us, as we never received an email from them in the first place, before Shopify closed our account. 

 

We are extremely concerned as we do not know what has gone wrong, if and how we can correct it, or even get our store back. We have no information if there is an appeal process, if we will be able to get our store back. 

 

Please any assistance would be greatly appreciated.   

Blair
Shopify Staff
1938 258 229

Hi @boxist2023,

 

Thank you for the prompt response. 

 

As I can completely understand the impact, I'd encourage you to follow up with us here

This will allow us to check in your open ticket and confirm that the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

 

To connect with us, you can follow this direct link.

 

Please let me know if you have any other questions or concerns. 

 

Blair | Shopify 
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Karatellis
Tourist
8 0 2

My issues have not been resolved, and I am pretty sure I’m being blatantly ignored.  I’m not a person of patience and I’ve waited a week.  

Ollie
Shopify Staff
2398 454 404

Hey @Karatellis.

 

Thanks for reaching out on the thread.

 

Just to gather some context around this situation, did you happen to reach out to our live support about this? 

 

Since we do not have internal access to information from the Community forums, it would be best to speak with our live support directly. You can get into contact with a Support Advisor by navigating to the Help Center. When you arrive at the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly.

 

Looking forward to your response. 

Ollie | Social Care @ Shopify 
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Karatellis
Tourist
8 0 2

Yes, I did reach out to live support, after spending a day trying to figure out how to get in touch with an actual person.

Then I was stuck in the support with a Live Agent active but could not see any text that they or I was sending.  Eventually, I was able to see the text in live support.  I'm not entirely convinced it was a human, and after spending time to help me no issue was resolved.

I was only told to wait.  

What honestly is wrong with Shopify? 

Does Shopify REALLY close 80% of stores when they open?

Does Shopify REALLY close stores for no reason?  Even stores that have ran for years  -- AND THEN NOT cover the financial burden?  

Why does anyone actually work with a company that has practically ZERO customer service?

How does any business find this acceptable?

 

Ollie
Shopify Staff
2398 454 404

Hey @Karatellis.

 

I appreciate the quick response and additional context that you have provided about this. I can certainly understand that this is not an ideal situation. 

 

You can respond to the most recent email conversation you received informing you about this. This will allow you to get in touch with the corresponding team handling the situation. 

 

With that being said, if you are unsure if you spoke to an actual live agent about the situation - I would suggest reaching out to our live support once again to get a clarification or update. This can be done by following the instructions:

 

  • Navigate to the Help Center.
  • Inform the virtual assistant that you would like to Speak with support.
  • Follow the prompts to be connected with a Support Advisor.

Let us know if you have any questions.

Ollie | Social Care @ Shopify 
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Karatellis
Tourist
8 0 2

I'm not going to go through that online live chat fiasco again, only to be told there is nothing that can be done again.  

I've already started on Etsy and am building a full webpage through another company.  

I just want to get my domain name back so I can link it to my almost finished website, if I have to repay the fee then whatever.  As it stands now, I bought the domain and its just sitting there.  

 

I'm sure the issues will be settled eventually if Shopify isn't willing to cooperate. 

 

Mac
Shopify Staff
1673 170 271

Hi again, @Karatellis.

 

I understand your frustration with the support experience. In this case, I recommend replying directly to the most recent email communication you received from Shopify. By reaching out through email, you can engage with the team directly and address the issue of linking your domain. This direct communication may help resolve the situation more effectively.

 

Thank you!

Mac | Social Care @ Shopify 
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