Account termination not resolved

Shopify Discussion

Topic summary

Main issue: Three Shopify stores were suddenly terminated for alleged policy violations, with only a generic email notice.

  • Background: Merchant claims 5 years on Shopify, high revenue, sells own stocked products, and fulfills orders within ~10 days; asserts compliance with policies.
  • Actions taken: Submitted appeals for all three stores, including ID and business documents as requested.
  • Current status: Two weeks with no email response; stores remain closed. Live chat only “escalates” to a specialized team without updates.
  • Concerns raised: Terminations appear automated (“bot” decisions) with no human review; inadequate support for long-time, fee-paying users.
  • Outcomes/decisions: None reported. No clarification on specific policy violations.
  • Open questions: What exact policy was violated? Will a human review occur and when? What is the expected timeline for appeal resolution?

State of discussion: Unresolved and ongoing; user seeks resolution and communication.

Summarized with AI on December 15. AI used: gpt-5.
1

Here to share some feedback.

I have been using Shopify for 5 years, generating a lot of revenue and paying a crazy amount of fees (since shopify is one of the most expensive ecommerce platform out there).

Recently I got 3 stores in a row shut down. Only received an email “Your account has been terminated because you violated our policy”. Of course it’s totally irrelevant, I know Shopify’s policy, I sell my own products, own stock, customers delivered within 10 days, etc. These bans just come from a bot and there is nobody looking at your case once it’s done.

In addition I filled the appeal forms for these 3 stores shut down, submitted my ID, business agreement, all the requested documents. So basically Shopify has all the documents needed to see that I am a legit business.

It’s been 2 weeks now, all the stores are still shut down. Not any replies by email. Shopify live chat is useless as always because they are just here to filter the request.. they will just tell you that they escalated the case to the specialized team bla bla bla.

I am sincerely disappointed with Shopify’s practices. That’s definitely not a correct way to treat your loyal users, especially those who have pay thousands of dollars in fees.