Store Termination Without Explanation and Lack of Support Response

[sshegem]

Title: Urgent: Store Termination Without Explanation and Lack of Support Response

Body:

Dear Shopify Support,

I am writing to express my frustration and disappointment regarding the ongoing issues with our Shopify store, Toolmart. A week after launching our store, it was unexpectedly terminated without any prior warning or explanation. Since then, we have been trying to resolve the issue by filing an appeal and reaching out to your support team numerous times, but we have yet to receive any clear answers.

We have been told repeatedly that the issue has been escalated and that the responsible team (presumably the Risk Department) will get back to us via email. However, after more than three weeks, we still have not received any communication or explanation for why our store was terminated. To make matters worse, when we tried to open a new store, purchased a theme, and attempted to migrate our data, it was once again terminated without any notification or clarity.

This lack of communication and transparency is extremely frustrating. We just need a clear explanation of why our store has been terminated and what steps we can take to resolve this issue. We are unable to move forward with our business until this matter is addressed.

Please provide us with a direct response or point of contact who can help us understand what is happening and guide us on how to resolve this issue.

We are urgently requesting a resolution to this matter and hope to hear from you as soon as possible.

[Rukhsana]

Hello, I understand your frustration. I suggest using a different email to create a new store or considering the use of a freelancer's Shopify Partner account to set up the store (I have the partner account) . Once the store is created, the ownership can then be transferred to your email. Also, please let me know what kind of products you are selling, as Shopify sometimes terminates stores that offer restricted products.

[sshegem]

thank you for replying. We tried to create a different store under a different email address and again it got terminated before we even started migrating the products. We specialize in power tools and industrial equipment.

I just cant understand why it’s taking them over 4 weeks to explain whats going on.

[Rukhsana]

The product you're selling is completely legal. It's possible that Shopify is detecting the same IP address. You could try creating the store using a different IP address, or the best option would be to use a Shopify Partner account to create the store. Once completed, you can migrate all the products and designs, and then transfer it to your email.

I have a Partner account, so I can create and transfer the store free of charge—no worries. You can handle the design and product upload from your end. However, if you'd like me to take care of the design and product migration, I would charge a fee for that. 🙂

[DaisyVo]

Hi @sshegem 

I completely understand how frustrating and disheartening this situation must be for you, especially after putting in so much effort to launch and grow your store. Here’s what I recommend you do to get some clarity and hopefully resolve this issue:

1-Double-check Your Emails (Including Spam/Junk)
Shopify’s Risk or Trust & Safety teams usually send emails explaining terminations or suspensions. Make sure you haven’t missed any communication. Sometimes, these emails can end up in spam folders.

2-Review Shopify's Terms of Service (TOS)
Go through Shopify's Acceptable Use Policy and Terms of Service. Stores are often terminated for reasons like selling prohibited items, payment irregularities, or breaching other rules. This might give you a hint about potential issues.

3-Contact Shopify Support Again
Since you've already filed appeals and reached out multiple times, escalate the issue further:

• Ask for a Manager: When contacting live chat or phone support, politely request to speak with a manager for more immediate assistance.
• Provide All Details Clearly: Share everything, including your store URL, emails used, screenshots of responses, and ticket numbers from your earlier interactions.
• Focus on Resolution: Clearly state your willingness to comply or correct any violations, if applicable.

4-Avoid Opening New Stores Immediately
If your new store was also terminated, it might be due to Shopify associating it with the original account. Before opening another store, wait for clarification on the original issue. Opening a new account without resolving prior issues may be seen as an attempt to bypass their system.

5-Consider Legal Assistance
If you continue to face no response or unclear communication, consulting with a legal expert who specializes in e-commerce or technology disputes might help. They can assist with drafting a formal letter to Shopify to request an explanation under applicable laws.

6-Reach Out Through Other Channels
Engage Shopify on social media platforms like Twitter (@ShopifySupport). These public channels often lead to quicker responses. Keep your communication professional and concise.

If you're still stuck, here’s a code snippet to gather essential account and data information for when you’re able to migrate or rebuild your store:

{

  "store_details": {

    "store_name": "Toolmart",

    "store_url": "https://toolmart.myshopify.com",

    "email": "your-email@example.com"

  },

  "data_backup": {

    "products_exported": "products.csv",

    "orders_exported": "orders.csv",

    "customers_exported": "customers.csv"

  },

  "theme": {

    "current_theme": "Your Purchased Theme",

    "backup_link": "Download Theme Backup URL"

  }

}

This document helps consolidate details for future use, whether with Shopify or another platform.

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