How long does it usually take for the shopfiy operations team to respond to a complaint filed after

Shopify Discussion

Topic summary

A user inquired about response times from Shopify’s operations team regarding complaints filed after Acceptable Use Policy (AUP) violations.

Reported Response Times:

  • Escalated support teams typically respond within 3-5 business days, though delays can occur
  • One case example showed store reinstatement after 8 days with active user communication

Key Takeaway:
Response times vary significantly depending on case specifics. If no response is received within the expected timeframe after submitting documentation, users are advised to follow up directly with Shopify support to check case status.

The discussion remains open with no definitive resolution on exact timelines.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
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How long does it usually take for the shopfiy operations team to respond to a complaint filed after violating the AUP policy?

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Hi @casseie

I understand you’re seeking information on how long it typically takes for Shopify’s operations team to respond to a complaint filed after an Acceptable Use Policy (AUP) violation. Based on discussions in the Shopify Community, response times can vary. One staff member mentioned that escalated support teams generally respond within 3-5 business days, though it can sometimes take longer.

However, some users have reported longer waiting periods. For instance, a user shared that their store was reinstated after eight days, during which they actively communicated with Shopify through various channels.

Given these experiences, it’s clear that response times can differ based on the specifics of each case. If you’ve already submitted the necessary documentation and haven’t received a response within the expected timeframe, it might be beneficial to follow up with Shopify support to check on the status of your case.

If you need any other assistance, I am willing to help.

Best regards,

Daisy.