We received an email from shopify that they would be closing our account as needed proof that we could see our brands by uploading invoices. We were given no notice and our store has been closed over the weekend (and at Christmas).
We’ve uploaded all requested documents and sent numerous emails and are still awaiting someone replying. We are at a loss in what to do next, meanwhile our independent store is losing sales at what should be a busy period.
can someone help on what to do next?
Thanks,
Topic summary
A Shopify store owner faces an unexpected account closure during the Christmas shopping season after Shopify requested proof of brand authorization through invoice uploads. Despite submitting all requested documents and sending multiple follow-up emails, the merchant has received no response while losing sales during what should be their busiest period.
Current Status:
- Store has been closed over the weekend
- All requested documentation has been uploaded
- Multiple support tickets submitted with no resolution
- Case has been escalated to specialized teams
Official Response:
Shopify Community support acknowledges the urgency but cannot provide account-specific assistance through the forum. The merchant is advised to wait for the escalated team’s response rather than opening new tickets, as additional submissions may push their case further back in the queue.
Resolution Status: Ongoing - merchant remains in limbo awaiting response from Shopify’s escalation team while continuing to lose revenue during peak season.
Hi @Jump_shoes ,
Thank you for reaching out to the Community. I’m sorry to hear about this and would be happy to provide some insight on how to proceed.
As you have provided the requested documents, I’d encourage you to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.
To connect with us, you can:
- Head over to our Help Center.
- Enter into the chat box Contact Support.
- Log into your shop.
- Select one of the available support options.
Please let me know if you have any other questions or concerns.
Thank you Blair.
We have done this but still awaiting someone getting in touch. We have been advised not to log new jobs as
It will put our initial response further back in the queue.
We really need help with this asap.
Please can you help.
Thanks,
Kelly
Hi @Jump_shoes ,
Thank you for the prompt response.
I certainly understand the impact here. If you have followed up with our advisor team already however, and it has been advised that your ticket was escalated, then you will want to wait for our reply. I can completely understand how that may not be ideal, however our escalated teams are working as quickly as possible to ensure this gets resolved.
When it comes to inquiries like these, we wouldn’t have access to any account specific information through the Community. The best next step would be to wait for our reply, as the relevant teams working on this will be in touch with you as soon as possible.
Please let me know if you have any other questions or concerns.