Account Suspended, 35+ days w/ no response from Merchant Trust team

Shopify Discussion
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Topic summary

A merchant’s Shopify account was suspended on March 7th for allegedly violating the Acceptable Use Policy, just two days after setting up their store and purchasing a $320+ theme. No specific reason was provided for the suspension.

Business Details:

  • Sells chocolate chip cookies, candles, and basic home goods
  • Believes the suspension is a mistake given the legitimate nature of their products

Timeline & Response:

  • Appeal submitted on March 17th (10 days after suspension)
  • 35+ days have passed with no response from Shopify’s Merchant Trust team
  • Multiple attempts to contact customer service have been unsuccessful, as support cannot communicate directly with the Trust team

Current Status:
The issue remains unresolved. The merchant is seeking advice on how to escalate their appeal or expedite the review process, expressing frustration at the lengthy wait time for what appears to be a straightforward case.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
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Hi,

I think I’m at my wits end. I set up a Shopify site and purchased a $320+ theme back on March 5th. Without warning, my shop was closed on March 7th “in violation of Shopify’s Acceptable Use Policy” with no additional details shared. I submitted an appeal on the March 17th and have reached out to customer service multiple times but no one seems to be able to help me as they do not communicate with the Merchant Trust team.

I really don’t understand what is happening here. I sell chocolate chip cookies, candles, and basic home goods. It shouldn’t take over a month to review what I can only imagine is a mistake on Shopify’s side.

Does anyone have experience following up on appeals? I can’t imagine legitimate businesses wait over a month for a response to have their website restored. Any advice on escalating my appeal would be so appreciated.

Thank you!

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www.butterandbow.com