I had a store built over 2 days and today i got my first 3 sales. within 5 hours, i decided to change the price of the product and tweak a few things. nothing bad. i then had to make a support email in google workspace to reach out to customers. as soon as i made that i tried to log in to my store and found out that my store was suspended. $450 in sales and they can just suspend my store for no reason. spent $100 on ads just for them to suspend my account. f them. i put in a appeal and contacted support twice. support is useless as they state they cant even help.
from what i know they owe me $100 in ad spend. someone help please.
This is Richard at PageFly - Shopify Advanced Page Builder app.
I understand how incredibly frustrating and upsetting this situation is. Having your store suspended after just two days, with sales and ad spend invested, is a major blow. Here’s a breakdown of how to approach this, focusing on getting your store reinstated and potentially recovering your ad spend:
1. Understand Potential Reasons for Suspension:
Shopify suspends stores for various reasons, often related to their Acceptable Use Policy. While you believe you did nothing wrong, consider these possibilities:
Sudden Spike in Sales: A rapid increase in sales, especially for a new store, can trigger fraud detection systems.
Payment Processing Issues: Problems with your payment gateway setup or verification.
Product Compliance: If your products violate Shopify’s policies (e.g., counterfeit goods, prohibited items).
Misleading Information: Inaccurate or misleading product descriptions, pricing, or store information.
Terms of Service Violations: Even unintentional violations of Shopify’s terms can lead to suspension.
New Google Workspace Email: While it seems unlikely, if the email you created was in any way connected to a previous suspended shopify account, or if the email address was flagged for some reason, this could have been a trigger.
2. Aggressively Pursue Your Appeal:
Document Everything:
Keep records of all communication with Shopify support (emails, chat logs, ticket numbers).
Take screenshots of your store’s dashboard, sales records, and ad spend.
Gather any relevant documentation, such as product sourcing information, business registration, or payment gateway details.
Provide Detailed Information:
In your appeal, clearly explain your business model, product sourcing, and marketing strategies.
Emphasize that you are a legitimate business owner.
Address any potential concerns Shopify might have regarding your store.
Explain the google workspace email creation, and that it is a brand new email.
Escalate the Issue:
If the initial support team is unhelpful, request to speak with a supervisor or manager.
If necessary, consider contacting Shopify’s higher-level support channels or reaching out through their social media platforms.
Be Persistent: Do not give up. Follow up regularly and politely but firmly.
3. Address the Ad Spend:
Shopify’s Ad Policies: Review Shopify’s policies regarding ad spend and refunds.
Request a Refund: Clearly state your request for a refund of the $100 spent on ads, as the suspension prevented you from benefiting from them.
Provide Evidence: Present screenshots or documentation of your ad spend.
If Shopify denies to refund the ad spend: you may be able to reach out to the ad platform that you used, and request a refund from them.
4. Consider Legal Options (If Necessary):
Consult with a Lawyer: If Shopify refuses to reinstate your store or provide a refund, consider consulting with a lawyer specializing in e-commerce or contract law.
Small Claims Court: Depending on your jurisdiction, you may be able to file a claim in small claims court.
5. Prevent Future Suspensions:
Thoroughly Review Shopify’s Policies: Familiarize yourself with Shopify’s Acceptable Use Policy and terms of service.
Verify Your Business Information: Ensure all your business information is accurate and up-to-date.
Implement Fraud Prevention Measures: Use Shopify’s built-in fraud analysis tools and consider additional fraud prevention services.
Maintain Clear Communication: Provide accurate and transparent information to your customers.
Payment Gateway Verification: ensure that you have fully verified your payment gateway.