Account suspended for 5 days without an update

[Jandmsells]

I’m here today to complain in a friendly way, I love Shopify it has made my business experience really amazing evrything about it is really appreciated by me the way they handle payments the themes and all customizations included in the platform but only thing I’m unhappy about it it’s been 5 days since my account was terminated which out notice and I didn’t receive any specific details on exactly why my account was terminated I’m positive that I was following all of Shopifys guidelines, although I do believe I was following them I think that if I did make any violation to the guidelines there should have been a notice or warning also, since I submitted my appeal I have not heard anything from the trust merchant team I would have expected any update regarding the review allowing me to rest assured knowing they would be checking it soon or if they already did but not even that, I understand patience is evrything but it’s been 5 days my customers are starting to stress and reach out to me regarding my business been shut down and I told them that it’s under review but it’s been 5 days and they want answers, I am positive non of the guidelines have been violated but I am willing to comply on fixing anything which Shopify considers a violation to their guidelines I just really need answers on why my account was terminated as well as if they are going to reopen it in order for me to ship my customers their orders, I hope that this gets resolved really soon I appreciate the Support I’ve gotten from the Support advisors and i hope I get an answer soon .

[CreativeFati]

Have your account been restored 

[Jandmsells]

Nope not yet 

[CreativeFati]

I'd suggest you create a duplicate store.

[Jandmsells]

I tried but also didn’t work they said it might be due to the fact my other one got terminated 

[CreativeFati]

I'd suggest you just make use of different details entirely.

[Jandmsells]

Ok I’ll give it a try 

[DaisyVo]

Hi @Jandmsells 

I can completely understand how frustrating and stressful this situation must be, especially when you’re trying to provide answers to your customers. I’m here to break this down and guide you on the best steps to take next.

Why It Happened:

While Shopify doesn’t typically suspend accounts without cause, there might have been a trigger related to payment activity, policy violations, or account verification issues. Sometimes, even a misunderstanding or an automated system flag can lead to these situations.

If you’re confident you’ve followed all the guidelines, that’s great! But Shopify might have identified something requiring further review, which is why your account is currently under suspension.

Why You Haven’t Heard Back Yet:

The Trust & Safety (or Merchant Trust) team typically handles these cases, and the review process can sometimes take longer depending on the queue and the complexity of the issue. Five days feels long, but it’s unfortunately not unusual in some cases.

What You Can Do Right Now:

1-Follow Up on Your Appeal:

• Go to the Shopify support page (https://www.shopify.com/contact) and start a live chat or send a follow-up email. Reference your case/appeal ID (if you received one) to ensure your inquiry is tied to the right case.
• Politely but firmly request an update, explaining how this delay is affecting your customers and business operations.

2-Gather Supporting Documents:

• Prepare everything you might need to verify your account, such as business licenses, proof of product authenticity, or customer transaction details.
• If Shopify flagged something for review, having these ready shows you’re proactive and willing to resolve any potential issue.

3-Check the Shopify Policy Pages:

• Even if you’re confident you’ve followed the guidelines, reviewing their Acceptable Use Policy and Terms of Service might give you insights into what might have triggered the suspension.

4-Communicate with Your Customers:

• While waiting, consider reaching out to customers to explain the situation. Assure them that their orders are safe and that you’re working with Shopify to resolve the issue as quickly as possible.

Final Thoughts:

I know it’s tough to stay calm in a situation like this, especially when your business is on hold. But Shopify’s Trust & Safety team is thorough, and their goal is to protect both merchants and customers. Keep following up respectfully, stay prepared with your documents, and communicate transparently with your customers.

If you need any other assistance, feel free to reply and I will try my best to help.
Best regards,
Daisy