your shop presents a level of risk that we are unable to support

heavywolf
Tourist
23 0 4

i received this email from shopify out of nowhere:

 

"Dear Account Owner, We have reviewed your account and determined that your shop presents a level of risk that we are unable to support. As a result, we are no longer able to host your account, super-animestore.myshopify.com, or your custom domains(s) on our platform. At this time, public access to your storefront has been disabled. You will continue to be able to access your admin for two weeks if you wish to export your store data. On June 7, 2024 your account will be permanently closed and you will have no further access to your store or its data. Shopify’s Terms of Service can be found here and our Acceptable Use Policy can be found here. - Shopify Trust & Safety Ticket ID: 4fa6940d-94a8-44ae-8785-63958f2d3248

 

Trademark Infringement Notice 1. Trademark Trademark Owner: 2. Trademarks 3. Allegedly Infringing Content Links to the allegedly infringing work: • there is a link here for a godzilla product 4. Declarations • I have a good faith belief that use of the content in the manner complained of is not authorized by the trademark owner, its agent, or the law. • All of the information in this notification is accurate. • I swear under penalty of perjury, that I am the copyright owner or am authorized to act on behalf of the owner of an exclusive right that is allegedly infringed."

 

It seems someone filed a trademark infrigement complaint from what i can see here, however it does not say the trademark name, and the trademark itself, it only shows a link to a product in my catalog, which is from the godzilla franchise made by bandai. My store specialize in anime products, i have been in business sin 2010, using shopify since 2013, have 5 physical locations, and use shopify POS for all location.

 

This item was sourced from bandai themselves which they are the IP holder and official distributor, i reached out to my sales rep and show them what happened, he sent me the original invoice where this item was purchase, and he is trying to reach legal department to see if someone there submitted the claim, however, on the letter that shopify sent me, there is no trademark name: so i am not sure what is the issue, i have been reading all discussions here when a store was shut down, and it seems to be that they are not able to bring them back. i replied to the email with supporting documentation that i was authorize to sell that product, and bandai just confirmed with that that they did not file a claim, this is very strange.

 

My website is down, and its a holiday weekend, and this is affecting greatly my business. i have a few question:

 

- what is the best way to get in contact with them? by submitting a reply on the shopify backend, or by submitting a reply to the email they sent me?

- how long do they normally take to reply to my emails?

- should i keep using shopify pos in my physical stores? or just i just switch to another provider so they do not hold my funds?

- has anyone really gotten their website back up with shopify?

- any recommendations for me to do to fix this issue?

 

Replies 5 (5)

threadheads
Visitor
2 0 1

We are having the same issue. We're an 8-figure business and our store has been turned off due to a Godzilla product. Did you get this resolved?

heavywolf
Tourist
23 0 4

I have not gotten a reply from shopify, and i have sent 6 emails all with supporting documents of the legitimacy of my store, including letters from bandai and TOHO, this is very strange, do you mind contacting me on my email so we can discuss further. My email is info at super anime store dot com.

heavywolf
Tourist
23 0 4

Hey guys i noticed you got dissmissed from the lawsuit, same as me, i sent all the documents and court order to shopify, still waiting on a reply from them, have you got your website back?

heavywolf
Tourist
23 0 4

Ive noticed your site is back up, congrats, i have not gotten a reply from shopify yet, is there anyone you have a more direct contact that can help me with this?

toydojo
Visitor
1 0 0

Hi,  I saw that you were able to get your site back up and running.  Can you help me figure out how to do the same?  I have replied back to the email and filled out the appeal.  But i'm not sure what else to do or prepare for.  I don't believe I have broken any of the rules and there was no warning at all.  Just complete shut down