Been there, done that. Not dealing with them ever again. Go with WIX. ##-
Please type your reply above this line -##
Susan Miltonberg
Topic summary
Multiple merchants report sudden account terminations by Shopify’s Trust & Safety team for alleged violations of the Acceptable Use Policy, specifically related to selling unauthorized branded products.
Common Complaints:
- Merchants claim they have proper authorization and offered to provide documentation (authorization letters, supplier contacts)
- Shopify allegedly refuses to review evidence or engage in meaningful dialogue
- Email responses from Trust & Safety are slow (days between replies) or non-existent (some report 20-26 days without response, one claims 2 months of being ignored)
- Live support directs users back to email communication but provides no direct assistance
Financial Impact:
- Funds are held in reserve for 120 days post-termination
- Some merchants report thousands of dollars withheld
- Several describe this as their sole income source being eliminated overnight
Official Response:
Shopify Community staff can only advise users to:
- Reply to termination emails received from Trust & Safety
- Contact live support (though acknowledged to have limited access to these cases)
- Cannot discuss account-specific details in the public forum
Status: Unresolved. Multiple merchants express frustration with what they perceive as inadequate customer service and lack of due process. Several warn others against using the platform.