My Store Was Closed Due to Alleged AUP Violation – No Response After Appeal Submission

Shopify Discussion

Topic summary

A merchant’s Shopify store was permanently closed by the Merchant Trust Team for an alleged Acceptable Use Policy (AUP) violation, with all payouts held for 120 days.

Merchant’s Position:

  • Claims the store was fully compliant
  • Holds official brand authorization
  • Believes the closure was a mistake

Current Status:

  • Appeal form submitted as instructed
  • No response received from Shopify
  • Original notification stated replies won’t be monitored, leaving unclear next steps

Seeking Help:
The merchant is asking the community for:

  • Similar experiences with AUP violation closures
  • Alternative escalation methods
  • Ways to expedite the appeal review process

The issue remains unresolved with no clear path forward for communication with Shopify’s review team.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

Hi Shopify Community,

I recently received an email from the Merchant Trust Team stating that my store was permanently closed due to a violation of Shopify’s Acceptable Use Policy (AUP), and that all payouts will be held for 120 days.

I strongly believe this was a mistake and immediately submitted the appeal form as instructed. However, I haven’t received any response or follow-up communication since then. The email also mentions that replies won’t be monitored, so I’m not sure what to do next.

My store was fully compliant, and I hold an official brand authorization . I am deeply concerned about the lack of support or a clear review process.

Has anyone else experienced a similar issue? Is there a better way to escalate this or get someone from Shopify to review the appeal more quickly?

Any help or advice would be greatly appreciated.

Thank you,
Brandon
Ticket ID: 4c14a340-adc0-48e7-b5d2-47ec2fc1d2ca
Email:wubaoguang1122@foxmail.com