experience account terminated, no explanation and call to action

Shopify Discussion
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Hi everyone,

I wanted to share my experience with Shopify and encourage others who may be facing similar issues to take action. Recently, my account was terminated with a generic message claiming I had violated their Acceptable Use Policy (AUP). After carefully reviewing the AUP, I found no clear indication of what specific rule I violated. When I contacted Shopify support for clarification, they were unable to provide a satisfactory explanation or resolution.

To make matters worse, the appeal form they directed me to was non-functional—it displayed an error when I tried to submit it, instructing me to contact support instead. The cycle of vague responses and lack of accountability has left me feeling frustrated and disheartened.

This isn’t just about my case. Many others online have reported facing similar issues with Shopify, where accounts are abruptly terminated without clear communication or proactive measures to address potential concerns. It feels like Shopify’s practices are misleading and unfair, putting small businesses like ours in impossible situations.

That’s why I decided to take a stand. I wrote to official consumer protection agencies and ombudsman offices, urging them to investigate Shopify’s practices and demand greater transparency and accountability.

Here’s where I sent my email:

I also recommend copying your province’s consumer protection agency in your email to ensure your concerns are heard.

To make it easier for others, I’m sharing the template I used. Feel free to use or adapt it for your own situation. If enough of us raise our voices, we might be able to bring about meaningful change and ensure our rights as customers are respected.

Letter Template:

Subject: Formal Complaint Regarding Unfair Business Practices by Shopify

Dear [Recipient Name or Title],

I am writing to formally denounce unfair and harmful business practices by Shopify, which have negatively affected me and countless other merchants.

After operating my store on Shopify, I received the following message:

Subject: Account Termination Notice
Dear Account Owner,

We have reviewed your account and determined that it is in violation of Shopify’s Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform, and your account has been closed.

The full amount of pending payouts will be held by the Processor in accordance with the Shopify Payments Terms of Service and the Processor’s Terms of Service. Payouts are typically held for 120 days.

If you believe your account was terminated in error, as a first step, please use this form to appeal the decision.

Please note that this email address is not monitored. Any responses submitted will not receive a reply. Shopify’s Terms of Service can be found [here].

Thank you,
Shopify Merchant Trust Team
Ticket ID: [Insert Ticket ID]

This message lacks transparency. It does not specify what part of the AUP was violated, leaving merchants in the dark about what went wrong. When I contacted Shopify support, they were unable to clarify the issue or provide meaningful guidance. Instead, they escalated my case without resolution.

Furthermore, the appeal form provided in the termination notice was non-functional, displaying an error when I tried to submit it. This demonstrates a lack of interest on Shopify’s part in ensuring customers have a fair opportunity to dispute decisions or resolve issues.

These practices have caused significant harm:

  1. Shopify is withholding my funds, including money owed to my customers.
  2. My ability to operate my business has been severely impacted, damaging my reputation.
  3. Advertising expenses incurred to drive sales have gone to waste.

This is not an isolated incident—many others are experiencing similar issues. I am urging your office to investigate Shopify’s practices and ensure that merchants’ rights are respected. Specifically, I am requesting:

  1. A review of Shopify’s account termination and fund withholding processes.
  2. A clear and functional resolution process for affected merchants.
  3. Compensation for financial and reputational damages caused by Shopify’s actions.

Please provide any additional resources or guidance on addressing this issue. It is vital that Canadian merchants are protected from such practices.

Thank you for your time and attention.

Sincerely,
[Your Full Name]
[Your Contact Information]

Let’s come together to hold Shopify accountable. If we raise our concerns collectively, we can push for change!

2 Likes
2

tried this and it worked for me but my problem is why do we have to go that far. my account was taken care of the same day in the end.

3

This seems to be happening to more and more merchants lately, and it’s frustrating how little explanation is given. Relying on big platforms always comes with this risk. A lot of store owners are moving to self-hosted solutions to stay in control. Hope you find a way forward!