My store is inactive and unavailable for more than 2 weeks and still no answer from support team

[sleekhun]

My store has gone inactive since 3rd of June. We didn't do anything illegal or violating any policy. We haven't even made any sales yet, I don't think there is any customer complaints either. The store is a property of my company. How it can be made inactive without any notice and communication? We just sent out some product samples to the promoters and now the only thing we can do is waiting. I've tried various ways to contact and finally someone contacted via email on 5th of June saying my issue was escalated to account team and they would contact me in 24-72 hours. Any now it is more than one week.

[Daniel]

Hi there, @sleekhun! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform! We have a great group of contributors who are always willing to provide their own expertise and experience with regards to Shopify! 

Thank for providing the thread a clear picture on the situation you are dealing with regarding this store. I definitely hear and feel the need to urgently solve this matter. 

With situaitons like this, where an internal team is already handling this escalated ticket, we always refer you back to that ongoing ticket you have with them as it is the most efficient way to reach the actual people looking into these matters for us. If the timeline they have set for you has now passed, feel free to reply to that thread to inquire on an update. 

Again, I understand wanting for resolution sooner rather than later but not getting a resolution just yet does not mean that our team is not tirelessly looking into the matter and as soon as they do, they will reach out with more information from you. 

We always appreciate your patience and understanding regarding this process.

[sleekhun]

Hi Daniel，thanks for getting back to me. I have been sending emails to asking for update but haven't  not get anything back since 5th of June. 

[Daniel]

Thanks for that added information, @sleekhun. 

I definitely understand the need for resolution and further information on the matter. We also appreciate your patience and understanding on the matter.

However, given how long it has been, feel free to also reach out to our live support team for assistance on this. Once you reach their queues and inform them on your ticket, they can dig deeper to see if they can find additional information regarding this situation.

Our teams are always willing to check on such matters for us but please be prepared if they also refer you back to waiting and the ongoing ticket that has been escalated to one of our specialized teams for support. 

[sleekhun]

Hi @Daniel  thanks for your suggestion. However, since my store is made inactive, the link to the live chat you provided in your post will just lead me to an endless loop of store selection --> topic selection --> contact support --> store selection again. There is absolutely no way for me to speak to anyone directly. 

[Daniel]

Thanks for shedding more light on what is happening on your end. Definitely keep trying that ongoing email thread you got going. We appreciate your patience regarding the matter.

As another way to reach our live team, perhaps you can try continuing without logging in as per the screenshot below; I tried it on my end without logging in any credentials and was able to reach a live queue without any issues. 

Then once you get to the support contact option, you can simply enter your credentials then; no store selection option should be presented in this workaround. 

 Definitely let me know if this works out for you.

[sleekhun]

This is a totally unacceptable result especially the "for security and privacy reasons we are unable to divulge the results of our reviews and investigations" part.   

sleekhun.myshopify.com is a property of my business and your reviews and investigations are causing big loss to my business and made me unable to carry out my business activities. How can it be "unable to divulge the results for security and privacy reasons"? The security and privacy you are invading is mine.

Our business and business bank account are properly registered in US. We have never done anything illegal or selling anything restricted. We haven't even made any sales yet. All we have done was paying the monthly fee, adding products and taking efforts to set up store. 

In my understanding, setting up a store on shopify platform means that we entered into some sort of contract that I pay money to use your platform and services to run my online business by abiding the rules and policies of the platform. Now if  shopify wants to terminate this contract it should make clear which rule or policy that I've violated to give you the right to do so.  I do need an explanation. Thanks.

Ella (Shopify)

Jun 21, 2022, 08:47 EDT

Hello there,

Ella here from the Risk Operations Team at Shopify. We are writing to you in regards to your account sleekhun.myshopify.com

This email is to inform you that after reviewing your information and website we believe your business presents a level of risk that we will be unable to support with Shopify. I know this is not ideal, however we won't be able to help with your business.

At this time since Shopify has been deemed not a good fit for your business you will need to research other e-commerce platforms to find one that will be suitable. Regrettably we are not able to make recommendations to merchants.

Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Once an account has been declined the decision is final.

Thank you and I wish you all the best with your business going forward!

Kind regards,

Ella
Risk Analyst | Shopify

[Daniel]

Thanks for providing more information on this matter, @sleekhun. 

I look forward to seeing if other merchants in the Community have similar experiences that they are able to share regarding this thread. However, as for the Shopify side of things, the email from the Risk team, though unideal, is very clear on what we can do moving forward. 

I definitely second the sentiment of their message that we wish you all the best moving forward.

[sleekhun]

So how do I access my store contents? The photos, texts and all the design are the property of my business. We need access to them so that we can use them on other platform instead of shopify.

[Daniel]

Hi again, @sleekhun! 

With regards to this inquiry, I recommend you forward this to the internal team you are speaking with. Since they are the ones handling this matter for us, they are the ones who can answer more accurately on how to go about this issue that you have presented. Also, this is information we do not have access to over social channels so your questions will be best answered by that team. 

I have also attached our Terms of Service for your reference. 

All the best. 

[Ashkash]

same thing happened to me. Looks like theres no point contacting support since this is happening to so many and none of them got a solution. We all just need to accept that we’re not getting our shop back and all the time, effort and money we put in this is gone in vein. 

[Daniel]

Hi there, @Ashkash. 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

I hear your hesitation regarding this matter with your store and though, some of these instances may seem similar, I still recommend you reach out to our live support team for clarification regarding as to why you cannot access your store. 

Each store/business is built differently and our internal team can open up back end information and provide more specific information to explain your specific situation. 

As always, we appreciate your patience and understanding regarding our internal processes and practices here on the platform. 

[Ashadco]

My store also got inactive, and its been 20 to 24 days ( I have chated with many of their advisors, but still no progress after trying many times. They finally sended me a email on 20 May and still no response form them I have given all the details  they asked me but no response plz help me manu orders are pending