Why was my shop shut down?

[susansodonnell]

I was in the process of opening a shop on Shopify and migrated two items on an approved app from my Etsy shop to my Shopify shop as a test. I have been going through the checklist to get to the point where I could add more items, and today I received an email that my shop had been shut down because I violated the acceptable use policy. I have other friends who sell the same kind of items that use Shopify without an issue. I haven't even opened the shop yet! I read through the policies and I do not violate any of them. Thoughts on next steps

[DaisyVo]

Hi @susansodonnell 

I totally get how frustrating this must be—especially when you haven’t even fully launched yet. Shopify doesn’t always give detailed reasons in their initial email, but let’s break this down and figure out what you can do next.

Possible Reasons for the Shutdown

Even if you believe your products comply, Shopify has automated and manual review processes that can sometimes flag accounts unfairly. Here are a few common reasons:

1. Policy Misinterpretation – Shopify’s system might have flagged your shop due to the type of products you're selling, even if similar ones exist on the platform.
2. Automated Fraud Detection – If your account was flagged for suspicious activity (even by mistake), Shopify may have shut it down as a precaution.
3. Dropshipping or Supplier Issues – If you imported products using an app, Shopify may have concerns about sourcing, licensing, or counterfeit risks.
4. Restricted Products – Even if your items seem fine, certain categories (e.g., handmade items with restricted materials, adult content, supplements, etc.) can trigger Shopify’s system.
5. Multiple Accounts or Inconsistencies – If you had another Shopify account in the past that had issues, or if the system detected something unusual in your registration process, this could be a factor.

What to Do Next

1-Contact Shopify Support ASAP

• Go to Shopify Support and start a live chat, email, or request a call.
• Be calm and professional—explain that you’re a new seller, your products comply, and you need more details on why your shop was shut down.
• If the email included a case number, mention it.

2-Reply Directly to the Email You Received

• Keep it simple but clear:
  Hi Shopify Team,
  I recently received an email stating that my shop was shut down due to an Acceptable Use Policy violation. However, I’ve carefully reviewed the policy, and I don’t see any violations. My shop is still in the setup phase, and I’d like to understand exactly what triggered this action. Could you please provide more details or guide me on how to resolve this?
  Thank you for your time.
• This will escalate your case and hopefully get a more detailed response.

3-Double-Check Your Products & Business Details

• If there’s anything remotely restricted about your products, try to see if a specific keyword or material could have triggered the flag.
• Make sure your Shopify account details match any linked payment processors (like PayPal, Stripe, etc.).

4-If No Response, Appeal Again

• If Shopify doesn’t respond in 48-72 hours, follow up. Be polite but firm.
• Consider posting in Shopify Community Forums—sometimes Shopify reps respond faster there.

Final Thoughts

You’re not alone—many sellers go through this. It’s annoying, but in most cases, if your shop was mistakenly flagged, Shopify will reinstate it once you clarify things. The key is persistence and communication.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.