My shop suddenly got terminated while I have more than 1000euro in pending payout

Shopify Discussion
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Hi Shopify Community,

I’m reaching out to seek urgent support or guidance, as I’ve had no response from the Shopify Trust & Safety Team regarding a critical issue.

On August 7th, I received an email stating that my store website was in violation of Section 7 of the Acceptable Use Policy, and my account was terminated in accordance with Section 14.3 of the Terms of Service.

As a legally registered business in Spain, selling genuine vintage and secondhand clothing, I was extremely surprised and confused by this decision. I’ve been selling vintage items for over 3 years via Etsy (where I maintain a 5-star rating and hundreds of happy customers), and I only recently launched my own website using Shopify to grow further.

I immediately submitted an appeal to the Trust & Safety Team, attaching:

  • My business registration certificate

  • Proof of inventory records

  • Sales records, shipping confirmations, and customer reviews from Etsy

I have not received any reply yet from the Trust team, and I am very concerned — not only is my store down, but I also have pending payouts and no visibility into the next steps.

My store does not sell prohibited items, and many similar vintage clothing sellers operate safely on Shopify. I’m fully transparent with all legal processes, I’m still in a big shock of how Shopify just shut down everything that I have build this far after tons of effort.

I’m posting here hoping:

  • Someone from Shopify support can escalate or follow up on my case

  • Other fellows in the community might share what you have experienced something similar and how you handled it

This is a crucial issue for my small business and livelihood, and I would be truly grateful for any help or insights. :folded_hands:

Thank you so much for reading.

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Hello, i’m Emily the owner of TAYDIANE Brand, Here’s my store link https://taydiane.com/

I’m sorry you’re facing this, it’s tough when your store gets shut down after so much hard work. Keep following up with Shopify’s Trust & Safety team through all channels (chat, email, phone, and social media) and make sure you’ve sent all your documents clearly.

In the meantime, try selling on Etsy or another platform so your business keeps running.

Once you’re back online, focus on SEO, social media content, and influencer collaborations to grow your vintage store.

If you want, I can help you create a simple plan to recover and grow. Just let me know!

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You may also want to try migrating your store to a different platform such as BigCommerce or WooCommerce until the issue is fixed, so that you can continue operations. Alternatively, you could maintain customer confidence and launch via Etsy or social commerce temporarily. Notify followers on social channels and keep sales live prior to switchover. Hope this helps.

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I think this could be a big problem in the long run. Maybe it could be tried after all communication channels have been exhausted and there are no other alternatives, but in my opinion, this issue needs to be addressed. It doesn’t seem very normal to me.