Hello all,
I have been working tirelessly for the last three years to launch my own haircare product line. I finally launched it last week. I signed up for Shopify a couple months ago to make sure the setup would be completed in time. I also have a few third party applications connected to my store. I made my first (and only) sale (to my niece) on Friday 1/20. She paid with a credit card and everything seemed great.
Then on 1/23 I received an email from Shopify that my store was closed for seemingly no reason at all. This was their inital email:
"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 in reserve.
Shopify’s Terms of Service can be found here and our Acceptable Use Policy can be found here.
Thank you,
Shopify Trust & Safety Team"
I was caught off-guard and thought it was a mistake. I immediately contacted Shopify’s customer support via chat. After a few minutes, they told me they can’t help me and I have to respond to the email directly. I did that and finally received a respoinse today. This is what they said:
“Hello there,
Frederick here from the Risk Operations Team at Shopify. We are writing to you in regards to your account m5-haircare.myshopify.com.
This email is to inform you that after reviewing your information and website we believe your business presents a level of risk that we will be unable to support with Shopify. I know this is not ideal, however we won’t be able to help with your business.
At this time since Shopify has been deemed not a good fit for your business you will need to research other e-commerce platforms to find one that will be suitable. Regrettably we are not able to make recommendations to merchants.
Additionally, our banking partners determined that there was a high risk of chargebacks for the orders that were placed and have placed a 120 day reserve on the account. If there are no chargebacks in this time the full amount will be released to the bank account on file on 2023-05-23.
Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Once an account has been declined the decision is final.
Thank you and I wish you all the best with your business going forward!
Kind regards,
Frederick”
That tells me nothing at all. I have read Shopify’s TOS and AUP and nothing applies at all. Can somebody please help as I have put my heart and soul into this product launch and am stuck right now! I have paid third party developers to make sure everything links with Shopify and I don’t have the funds to pay them to switch to a different platform without being able to sell my product.
Thank you for any and all help!
Maria