Hello @Shopify_77
We were running a seamless dropshipping store for the last 3 years and all of sudden, our store was put on hold by Shopify’s trust and safety team without giving us any prior information.
We have raised multiple tickets regarding this, one of them being 42930212.
All of them say the same thing that it has already been escalated.
I am not even being informed if my store is going to be reopened ever again.
We are not being given any reason whatsoever as to why our store had to face such extreme action. All we hear is that the team is working on it.
We have been trying to get in touch with trust and safety team to understand what we can do to resolve this, but we are not being given a chance to be heard.
No one is giving us any clarity on this matter.
We had invested thousands of bucks in the last 3 years on the store to grow. Our loyal customers are complaining that they are not able to open the website, and our new customers are leaving complaints on our social media handles that the store is not being opened. And the level of unprofessionalism that Shopify team is showing in this matter is not good. No one is taking anything seriously, it is just another casual escalation ticket for them.
Please someone help get in touch with Shopify’s trust and safety team as Shopify’s support team says it is only within their hands.
Hello there, @Gorilla17 . Thank you for taking the time to draft this post here in the Shopify Community. My name is Imogen. It’s good to meet you.
To set some expectations for you, we’re unable to authenticate users here in the Community. This means that I’m unable to access your account, or discuss any account specific information, as well.
I just wanted to jump in here and provide some insight around the support experiences that you’ve been having. When you reach out to our Support Team, you’ll always be connected with a member of our Frontline Support Team. These folks are not privy to the information that our escalated teams (such as Trust and Safety) have readily available. This means, that when reaching out to support with a question around a T&S issue, our advisors won’t be able to share information because they’re unable to access the information that you’re requesting. Trust and Safety Issues are handling exclusively by the Trust and Safety Team, and those are the only folks able to shed more light on these situations, and help resolve them.
Did you receive an email from the Trust and Safety Team regarding this situation with your store? If so, your best bet to get more information on the situation is to reply directly to the email you received from the team. The T&S Team will get your reply, and will follow up with you as soon as they can regarding the situation.
Please, let me know if you did not receive an email from the T&S Team regarding your store, and I’ll follow up internally to check on things.