Get refund yearly plan shopify Account closed

Shopify Discussion

Topic summary

Store owner reports their Shopify account was closed following a claim they say stemmed from stolen identity linked to another site (Luminaire-solaire.com), which they state was shut down after an arrest. They request reconsideration of the closure, or at minimum: temporary 2-day access to cancel app subscriptions and export data, noting that a 7-day window wasn’t enough due to being on holiday.

They also ask for a refund of a ~$300 yearly plan, stating no usage and that the account was closed right after payment. A support ticket ID was shared, and the user alleges 15 days without a reply and says the legal team declined to review.

Shopify staff explains they cannot authenticate or access accounts via the public forum and directs the user to continue via the existing support ticket for evaluation in an authenticated environment.

Outcome: no resolution in-thread; the case remains open pending support follow-up.

Summarized with AI on December 21. AI used: gpt-5.
1

Im the owner of the store 6a0230-e8.myshopify.com associated with the domain greensolaire.com.

The claim that led to the termination of my previous account was made by an individual who had, in fact, stolen my information. This individual operated under the domain Luminaire-solaire.com, which has since been shut down following their arrest by law enforcement.

I have always been a dedicated Shopify customer, maintaining multiple stores and adhering to the Shopify Partner Program. I value the relationship I have with Shopify and have always ensured timely payments and compliance with your terms and conditions.

Given these circumstances, I kindly ask for a reconsideration of the decision to close my account.

I assure you of my commitment to comply fully with Shopify’s policies and guidelines moving forward.

This platform is integral to my business, and I am hopeful for a positive resolution. Thank you for your understanding and consideration. I look forward to your favorable response.

Hello i was in holidays and not able to get back my information. Please open the store for just 2 days.

I need to contact app dev to cancel my subscription app and download my information. My account has been closed by error but the legal team refuse to study the case.

7 days is not enough for me to move from your website its a big website also i really like Shopify and i have pay many subscription, please reconsider and read my message i know you can do something for me be human.

Atleast im asking for a refund of my 300$ yearly plan i did not use a single month on the subscription.

Ticket ID : 4072b26c-dfad-4df7-99bc-fea726284b00

Best regards,

2

Hey there, @GreenSolaire . Thank you for taking the time to reach out to the Shopify Community Forums with your situation and request for your business here. My name is Imogen. It’s good to meet you.

To quickly set some expectations for you, we’re unable to authenticate users here in the Community Forums. This means that we’re unable to access your store or account information, nor are we able to access any ongoing support tickets you may have with our Team. Thank you for your understanding!

In situations like these where you already have a ticket ID generated with one of our Support Teams, it would be best to follow up with any questions or requests that you have in relation to your business on that support ticket. This will allow the team on the other end of that ticket to evaluate your requests in an authenticated environment and follow up with you appropriately.

3

As i said the shopify team does not answer to my ticket should i post a screenshot here to prove that i has been waiting 15 days and i had no answer.

I am father of 2 children i have paid more than 300$ for a yearly plan. My store got closed immediately after i paid for it. Not refundind me is a scam made by shopify.