Store Shut Down for Over 4 Months — No Resolution from Shopify

[Verité]

Hi everyone,

I'm reaching out to see if anyone has experienced something similar or can offer advice.

Our Shopify store has been shut down for over 4 months due to a chargeback case. From the very beginning, we provided all the required evidence and documentation. Despite this, the store remains closed.

In those 4 months, we have:

• Received only one email with a generic response.
• Had dozens of conversations with support agents via chat and email.
• Submitted multiple escalation tickets.
• Yet, we’ve had no real update or resolution.

Every time we contact support, we’re told it’s being reviewed or passed on to another team — but nothing happens. As a small business, this situation is incredibly frustrating. We’re losing both revenue and confidence in the platform.

Has anyone gone through a similar experience? Or does anyone know how to get this resolved faster? Any tips or insights would be greatly appreciated!

Thanks in advance

Yeremia

[Georg1]

Hi Verita, sorry about this. It's actually disheartening as a store owner to face such a setback. It actually depends on what the case entails. That's what will determine if you can get it sorted quickly or not. Do you mind sharing more information about it so I can help directly?

[Verité]

On January 13, we received a message from Shopify stating that our store was terminated without prior warning due to a chargeback case, The chargeback however, was linked to a fraudulent credit card used by the customer- a situation completely out of our control. Which we lost the case and lost our money. Despite this our store was closed inmediately, without any opportunity for dialogue or proper investigation. 

We acted fully in good faith and responded right away by submitting all the required documentation: proof of shipment, track and trace details, delivery confirmation, and our communication even with the customer. Even though we clearly demonstrated that we fulfilled our responsibilities as a seller, the case has remained unresolved and our store has been shut down for over 4 months now with no real explanation or resolution...

[Georg1]

Ok, this is well understood now. Being a partner to Shopify, I believe my help will be useful. Let me reach out to you via mail. Can you provide one I can reach out to? Then we go through it via zoom.

[Verité]

Thanks for trying to help us! My email adres is: veriteclothing@outlook.com