Hi, our store is psltuning.shop
it got taken down due to "violation of Section 7 of the Shopify Acceptable Use Policy "
we sell car parts in the UK, everything that we sell and do is completely legal.
can someone from support help us figure out the reason behind the suspension?
there is no way to contact support, if we call them, they say that we need to visit the support page, which has no contact form on it, the same happens if we try to send an email at support@shopify.com .
The AI chatbot on the support page does not have enough data so solve this problem.
Hi, @psltuning_uk !
Thank you for connecting with our network and expressing your concerns. Firstly, I do want to start by saying that we do not offer phone support at this time, nor is that a supported shopify email address.
Tickets must now be opened through the Help Center, of which the first step is the AI-chatbox. That acts as a triage for generalized questions and to help reduce waiting time. Should you still require account support after consulting with the chatbox, then you can simply type something like “live support” in your chat. That will route your question to a live agent.
With all that being said, in regards to your issue I recommend that you reply to the email you received directly. This is important because frontline staff, or even our Public Team, simply does not have context on these decisions as they are made by specialized teams. In order to protect your account and for security, these reasons are not disclosed to anyone other than the team managing the decision and the Account Owner.
Therefore, it is imperative you reply to that email in order to ask for context on the decision. Doing so will route your question back to the correct team with expertise and reasoning behind their decision, along with how you may be able to appeal.
I hope that provides some context into the correct next steps, but if there’s any other general support I can provide please let me know.
Warm regards,