How to handle repeated DMCA notices on the same products?

Shopify Discussion
1

Hi,

I would just like to bring to light the poor customer service provided by the Shopify Legal team.

I received DMCA notices for my products to which I had counter-noticed and the complainant did not take any legal action.

2 weeks later I am issued another DMCA notice for the same products. The Shopify Legal team had previously notified me that you cannot issue DMCA notices on the same products.

I have asked the Shopify Legal team for assistance to which I was consistently brushed off and replied with vague 1 sentence answers.

The customer service I received is appalling, I’ve emailed multiple emails to them asking for them to look into my case to which they just reply with 1 sentence that doesn’t even answer my questions raised in the email.

Can a Shopify Staff more willing to provide better customer service help me resolve this issue, the way I am treated is appalling and disappointing.

1 Like
2

I AM WITH YOU. I HIRED A SIMPLE CODER ON FIVERR AND HIS NAME WAS MUHAMMAD UMAR AND I WAS ASKED BY SHOPIFY TO HAVE HIM SEND IN DOCUMENTS WITH HIS ID FRONT AND BACK TO PROVE HE WASN’T THE SAME UMAR MUHHAMAD THAT IS ON SOME SANCTIONS LIST. HE SENT THEM IN AND THEN I GUESS WHEN I ADDED HIM AS A STAFF ACCOUNT TO GIVE HIM ACCESS ISPELLED HIS NAME DIFFERENT. HELL I JUST TYPED IT IN ON THE WAY I THOUGHT IT WOULD BE SPELLED SO I COULD SEND HIM AN EMAIL TO GET ACCESS. THAT I ASSUME IS WHAT TRIGGERED IT, BUT BECAUSE I SPELLED HIS NAME DIFFERENT THAT WHAT WAS ON HIS ID LOL, THEY HAVE SHUT MY SITE DOWN AND ARE BLOCKING MY DOMAIN FROM BEING USED ON ANOTHER SHOPIFY STORE!!! THIS IS CRAZY. I SENT THEM LEGAL COPIES OF MY CORPORATE PAPERS SHOWING THAT MYSELF, MY MOTHER, AND MY BROTHER ARE THE SOLE OWNERS OF MY COMPANY!!! EVERY SINGLE REPLY WHICH I MAY ADD HAS TAKEN 2-3 DAYS IN BETWEEN IS DONE WITH SHORT ONE SENTENCE REPLYS. I HAVE NEVER BEEN LAID OUT AN EXPLANATION AS TO WHY ALL OF THIS HAS HAPPENED OVER A FRIGGIN MISSPELLING!!! I HAVE BEGGED EVERY MEMBER OF SHOPIFY SUPPORT TEAM AND LEGAL TEAM TO CALL ME SO WE CAN DISCUSS, BUT THEY ALWAYS HAVE AN EXCUSE!

3

I received an email from Shopify’s legal team in the early morning hours of 10.19 about the infringement involved and that I needed to address the infringement and respond to the email within one business day. We quickly removed the infringing theme, replaced it with a new one, and responded to the email within 8 hours, but still closed my store on 10.20. Is this a reasonable action to take? We merchants trust you to choose Shopify, you told me about the infringement, I followed your standards to rectify it, but you didn’t process our request and just shut down our store, does this seem unprofessional? Unregulated and illegal?

  1. you have the right to notify us of infringement, we follow the requirements of rectification, you continue to shut down the store, which is not legal behavior.

  2. you take too long to deal with things, we merchants can only wait for your office hours to reply (and not necessarily solve), the customer service team is very professional and patient, your legal team is the real party to deal with the problem, but you are in “offline”, which is unprofessional behavior.

  3. I am not the only merchant facing this problem, all of us merchants have nothing else to do but wait for you to reply, “online”! There are many negative comments about your legal team on the search results, you will lose the users who have trusted shopify if you don’t defend it with care, if this time your legal team doesn’t give me a reasonable explanation and doesn’t handle the issue properly, I will permanently quit the shopify platform and inform my friends, my social circle about the problems I have experienced!