Unacceptable Termination of Store Without Clear Reason and Non-Responsive Support

[Jacobdarwin]

I am writing to express my deep frustration and disappointment with the recent termination of my Shopify store. My store was only created a few days ago, and I haven't touched anything yet except the store design. Without a clear reason, my store was terminated, and despite providing the requested proofs to the risk operations team, I have received no response.

For nearly two weeks, I have been trying to resolve this issue. I mentioned at least three times that I have a deadline for this store, but it seems like my concerns are being ignored.

I have also chatted with the support team on four separate occasions, only to be told repeatedly that the issue is under review. I find it hard to believe that a newly created store requires a two-week review period.

Moreover, the general support team has not been helpful. They informed me that they cannot reach out to the risk operations team directly and instructed me to send an email myself, which I have already done multiple times without any response. When I explained this to them, it felt like they were ignoring my situation.

I am extremely disappointed with the worsening service from Shopify. The lack of communication and support in resolving this urgent matter is unacceptable. I urge Shopify to address this issue promptly and provide a clear explanation for the termination of my store.

[INA_MSWEB]

Hi @Jacobdarwin I can understand how frustrating it can be. As an expert, I would like to highlight some possible solutions here to address the issue of your Shopify store being terminated without a clear reason:

1. Escalate the Issue

• Reach out to higher management within Shopify. This could involve finding email addresses or contact details of senior support staff or executives through LinkedIn or other professional networks.
• Posting about your issue on Shopify’s official social media channels (e.g., Twitter, Facebook) might draw attention and expedite the response.

2. Detailed Follow-Up

• Ensure that all required documentation and evidence are provided. Include screenshots of your store, correspondence with Shopify, and any other relevant information that might clarify your case.
• Send follow-up emails regularly. Be polite but firm in requesting updates on the status of your store's review.

3. Alternative Support Channels

• Post your issue in the Shopify Community forums where other users or moderators might provide advice or escalate your concern.
• Consider contacting a third-party mediation service that specializes in resolving e-commerce platform disputes.

4. Legal Action

• If the issue remains unresolved and you believe it is causing significant business harm, consulting with a lawyer who specializes in e-commerce or contract law might be necessary.
• File a formal complaint with consumer protection agencies or relevant e-commerce regulatory bodies in your region.

5. Exploring Other Platforms

• If the resolution from Shopify takes too long or remains unresolved, consider setting up your store on another e-commerce platform like WooCommerce, BigCommerce, or Magento. This ensures that your business operations can continue without significant disruption.

By following these steps, you can address the immediate issue with Shopify and prepare for a stronger, more resilient online store once the issue is resolved.

Best Regards,
Ina