I have received such emails from Shopify legal recently. But I missed the first email and now the second email came in a week after and my shopify admin access got locked. We sell blank purse frame supplies and there are open channel/close channel purse frames. But we made a typo and listed open/close chanel purse frames for some products. It has something to do with the limited English level. It can easily be sloved by logging into our account and correcting the spelling mistakes. But we can’t access the admin at the moment as we missed the first warning email from shopify legal.
I’ve emailed shopify legal 3-4 times over the past 4 days but nobody replied. They asked me to sumbit an attestation form before Nov.14th. Or, our website will be disabled completely. But the last option in attestation form isn’t applicable as we can’t access the admin to correct the spelling mistakes.
I’ve tried to chat with shopify support each day but of no avail. Anybody can help me reach the shopify trust and safety team? (Here I attached the emails we sent so far)
I understand your sense of urgency here. It’s good that you have replied to the email(s) you’ve received and provided this information, as that will have gone directly to the Trust and Safety team.
We cannot access your store ourselves from the community and we cannot look into ticket numbers for security reasons, however, rest assured that the team will respond to you as soon as they can.
Hi @JessicaWen matters like this can be stressful so it’s important to understand the context when seeking solutions as a business process to avoid introducing distractions or more stress.
Any direct support issues must go through a platforms actual support channels.
A platforms forums like this are generally meant for user to user discussions and are not a substitute for real actionable legal advice or resolution.
Contributors, post responders, cannot resolve such internal platform matters and especially have no say in legal issues. Any responses or recommendation beyond “contact support directly” & “talk to a lawyer” tends to be moot for the current problem, though could be insightful to avoid repeating the issue in the future.
Any legal issues should be discussed with an attorney and not rely on random public forum posts. If cost is a concern keep in mind a lawyer may literally protect a businesses money or it’s very existence.
If you do manage to resolve this, or not, you can reply to your own post and mark a solution to help future merchants understand the process you went through for how and why things worked out or not.
I am a Shopify Partner. We manufacture fire hoses.
They are not a dangerous item, they are not banned to advertise or sell online anywhere.
MICROSOFT Advertising has suspended my adds account!
They refuse to talk to me, they refuse any communication.
These are third world country associates that thing Fire Defense key words are about weapons or are a danger to the public.
I am gratefully requesting the help of Shopify legal team to reach out to Microsoft and ask them. What’s the reason for suspending our account. We’ve researched exhaustively on Microsofts ad polices and cannot find our products listed as banned products.
Please? In my heart, I believe Shopify could step up reach out to Microsoft advertising and create a resolution and resolve. The people I have spoke to on the 800 number are children. They don’t understand.They had=ve tol me they have no way to reach out to the internal team and the decision is final.
That’s not nice!
Here is the email with the case number to reference 7012979337
Please help to open a conversation with Microsoft’s legal team and resolve this issue.
we are heading into the worst fire season in history. What we do saves life’s and property. They are the hoses that go into high rise buildings. FM Approved with the newest manufacturing technology. The best fire hoses ever produced. We sell to fire departments and municipalities. There is no reason to stop someone’s business except ignorance from people who live in countries where they do not have theses types of resources. We are very upset about this. Please help us Shopify.