The trust and safety team is crap. It
Took them 4 days to respond and they do crap all to answer any questions. They just copy and paste old responses.
Shopify’s online support I give 9/10, dealing with trust and safety is about as useful as a shop selling sand in the desert. They actually made me want to leave Shopify but the thought of recreating my stock and pages over stopped me.
I can’t and won’t recommend Shopify to anyone after my experience with them.
LOL at Shopify. Filled out your attestation junk and sent it off, submitted and received, I was Oh so graciously allowed back into my own shop portal which you locked me out of.. yeah the portal I pay shopify for monthly.. Then 2 weeks later I get more crap emails saying its going to be shut on DEC 24th. Well, feel free. I’m about done with shopify’s junk attitude to its customers and what appear to be blatant lies on this very forum. I’ve done your requested attestation stuff, yet you still threaten to shut a shop over… what exactly? 0/10 for Shopify.
For me, they hit me and I had 192 products in my store. I am like a small potato compared to other shops that sell the same stuff as I do. One even boasts to be Canada’s biggest seller, another brags that they have over 5000 items for sale. Yet I am the one they hit with this and it pretty much destroyed my sales 2 months before xmas but these other stores continue to sell.
I have started moving to another e-commerce site but it is painstakingly slow to recreate everything.
Hi @ByeShop-ify
Thank you for sharing that information with us here in the forums. I understand that you have connected with our live support a few times and may have been originally misinformed on how transaction fees are processed.
I want to clarify that if a payment is processed through the Shopify Payments gateway, even if it is later refunded or cancelled, the processing fee is not returned. This information is also included in our Shopify Payments Terms of Service and is part of the agreement upon activating Shopify Payments in your store.
If you were provided information other than that, I would ask that you please reply back to the ticket you would have been emailed so that the interaction can be reviewed.
If you are selling high value items and are worried about an increase in fraudulent orders, we recommend enabling payment capture. This gives you a chance to authenticate the purchaser before finalizing payment. You can also look into fraud protection for your business, a type of insurance that reimburses you lost fees when a fraudulent order is placed.
So what you are saying is your shopify staff on the help desk informed me incorrectly. Its obvious you don’t need the tickets to follow up as you yourself state you can see I have had interaction with Live help. Your live help person was VERY adamant a cancellation of an order will NOT have fees attached to it for the seller. I asked that exact question of costs on a cancellation VS a refund. Sounds like some staff re-training is needed.
Myself, I didn’t have an issue with online chat support. It was the Risk and Safety team that I found to be pretty much useless. Online support says to send them an email for clarification on what they want because manufactures were even confused by the email they send. I send them an email response from one and they don’t even reply to it but copy and paste fill out the attestation form before they will respond. Do that and they still don’t respond. Plus they give you 7 days to comply but even the copy and paste reply they did came 4 days later.
Two companies thought Shopify’s email was a scam. Almost all the other responses never even heard of a store requesting permission to sell their products and I had to link them to this forum so they could see what I was asking was true. Two companies asked for their products to not be sold in the Canadian market because they are not registered for sale in Canada. Yet a quick google search of Shopify Candy Stores shows many doing just that.
I am just dumb founded how my little store got hit and yet bigger stores are operating no problem selling some of the same products I was. The Risk and Safety team has made me leave Shopify after this current billing cycle. I have already moved my store to a different platform because of the poor experience I endured.
What platform did you choose?
And to add more to this, After sending all their attestation junk, showing I am approved to sell said items, Shopify unannounced closed my store front a month or so ago. Days of waiting for your Support team to come back with something/ anyting.. Man you guys are actually the worst! Lies about emails sent to me, strange even Google and Gmail cant find them on our mail servers.. Sure hope you’ve got all the info. Could not recommend Shopify to anyone, worst support ever, draconian principles. Abort and avoid! -1.. off to leave some nice reviews on the web.
I did not make any posts about Shopify on the web outside this topic here. I wanted to but I had to focus on saving my business and the time and money Shopify basically stole from me. They shuttered my candy store during the Halloween buying season and what they hit me for. They allowed others to continue operating their candy stores.
Even some of the companies I reached to for approval said no we do not allow our products to be sold outside our own online store or sorry our products are not for sale in Canada. I removed these items while others did not have too. I feel you on the emails too sir, they give you 7 or 14 days to comply but take almost that time to respond to anything.
I don’t tell people not to use Shopify when I get asked about it, I just let them know my experience in Private because what didn’t work for me here they may get a different customer service person and have a great experience.
All I can suggest is find another platform and spend your energy rebuilding your store there. The time you spend dwelling on Shopify’s less than stellar support and and writing bad reviews is time your taking away from rebuilding with some other platform.
Good Luck on your future endeavors ByeShop-ify. I will be turning off notifications for this platform. Your post brought me back here when I seen the email.
yeah this is weird. I literally own the Trademark to my name and have been making things for years.
I do buy hats, skii masks off of hat manufacturers. But they can’t copyright fabric or a style.
And then if have a couple different manufacturers (especially if they are overseas) there is nothing they can do. Even if you are a vendor. That’d require a lot of unnecessary steps. And i feel like you should be ok.
Hi Shay,
In the same vain as the previous emails here, I received an email from Shopify telling me I needed to be an authorized reseller to sell USED shoes and clothing. Most if not all of my sales so far have come via ebay although I have ebay connected to my shopify site. It would be virtually impossible to get in as a reseller for used items from the multiple brands I sell (nike, adidas, jordan, etc etc). But shopify advertises the ability to setup a store to sell sneakers (https://www.shopify.com/sell/sneakers ) none of this makes sense to me. Any help you can give me I would appreciate. I love the shopify front end but If I have to I will close the account and go to ebay only instead.
Joe Burwell
Good luck. 
I supplied Shopify with the permissions they asked for, as I am a licensed reseller.
they sent me an email saying all good and allowed me back into my admin portal. I loved the fact they were still charging for something they had locked us out of, without permission.. not..
fadt forward a few months. Shopify take my store completely offline. And then Ignore all communication for months.
after reading them the riot act, they admitted they made a mistake and would allow me back online, I demanded compensation of some sort for the 3 months loss of sales.
Shopify in its amazing ability at a company offered simply a 3 month credit of their fees. Not the many thousands (tens of thousands) I lost during their illegal shutdown.
I was simply told to have my lawyer contact them if I wish to take it further. And told quite rudely as well.
I have not bothered reinstating a website with such a ruthless and heartless company that has shady practices such as this and also charging their shop owners fees on fraudulent transactions that you stop and refuse the payment for.
so yeah. Good luck.
Hi @Joeburwell
You are correct that Shopify does promote and also allows the resale of sneakers and similar products.
Reselling licensed/trademarked goods and promoting the products using the trademark specifically, is a very fine line to follow. I am not trained in the legal side of things, so I can’t speak to the legal requirements but can definitely offer some suggestions and best next steps in these situations.
If you are located in the USA you will want to visit your state’s website to view what licenses may (or may not) be required. Even businesses that sell used goods usually require a specific type of reseller license as provided by your state.
It is the duty of the business owner to know what, if any, legal requirements there are for their business based on where they are located and where they are selling to. Shopify is not able to assume your legal requirements or make guesses or suggestions on the legal documents you need. If you are unsure what legal documents you are required to have to sell used licensed good we strongly encourage you to connect with a legal professional to help you with that.
Once you have that information available you can share that with our team handling the review, along with copies of any licenses you have for your business.
But never fear, once you have provided all of that and proven you are legally allowed to sell said trademarked items… Shopify will still close your store with nil warming or consultation. And when you request compensation for the months they took your store offline… Yep.. Heres our legal teams details, have your lawyer contact us.. Scammy unethical and downright dodgy practices.
We sell preowned designer jewelry that are purchased from estates, auctions, and other jewelry dealers. Why is my site being targeted by Shopify? Of the 4 options in the second section:
Confirm that I own the rights to have products on my store. (NO) I take it this is as in if I made my own product and owned the branding rights to my items. This is a NO.
I am an authorised reseller of the branded products. NO. I take this as if I’m a licensed seller that has express permission to work with said brands. This is a NO.
Confirm that the used branded products on the shopify store are authentic used products. YES. This sounds most like what we do. We have branded USED PRE-OWNED items, we guarantee authenticity and have the reputation to back that up. YES.
Removal of all branded or trademarked products from my Shopify store which does not meet the above. (Non-Applicable). This is a NO.
Am I correct in interpretting these 4 options? Am I going to be harassed by Shopify anymore or can I continue my business in peace like I have for many many years and on multiple venues onine?
We are vintage estate buyers and sellers, we sell vintage and used items. That’s it. We don’t need any permission from brands or trademarks. These are all used pieces!
-T
Likely as a lot of us have found out that unethical nil customer service Shopify will simply lock you out of your own store without warning, or close it down without warning. Been there done that, My experience was as an authorised seller of said trademarked goods and had provided the attestation details " to shopify, they still locked me out multiple times, and closed my store with NIL warning. They refuse to participate in solving the matter, and have literally said, “Go see a lawyer”! Shopify only cares about taking your money basically, they don’t care about you or your shopfront at all. Best of luck!
hi! im selling funk pops and vinyl statues and today shopify said this “it appears to be selling branded or trademarked products. Specifically, your store has been flagged for selling products using Netflix trademarks.” i dont think im actually violating anything but to be sure do you think i need to take them off? thanks
Same here with Netflix issue, I have some products with Netflix Logo, which I completely removed after receiving the Email, and submitted the attestation, but this doesn’t feel right, please update me, I’ll update you on any new
frome what i understand, they just want to avoid legal problems with licesing. What they are asking is your selling official netflix gear and if you have permission to do so. nothing more. the module you signed is a way to say, we asked he says hes ok its hes problem not ours. its honest form my point of view.
hello, do you have google shopping linked?