They closed my shop for no reason when I tried to pay my bill with a different credit card (as the other one was not active anymore) I’ve spent months working on my dream and this is being closed for the second time… The first time it took me months of trying to contact them, having the same answer again and again (once a store is closed there is no way to open it back) Then months after I had an answer saying: You need to send inventory proof, id photos etc, I did, they opened it back, and then now boom again… they need to find a better way to handle small businesses because this is really scary, for a lot of us it’s our only source of revenu. Can anyone contact me?.. Seems like shopify doesn’t really care about people losing their hard work.
Hi there, @unicornscents . Thanks so much for bringing this situation to the Shopify Community.
I’m sorry to hear about this abrupt closure of your store. You mentioned that you worked with our Operations Team in the past to resolve a previous closure, so I’m hopeful that something similar will be able to happen here.
When an even such as this occurs, our Operations Team will reach out to the Merchant and make them aware of the reasoning behind the decision. You should have received such a notification to the email address attached to our account. This email may sometimes land in your junk or spam folders. Can you please double-check those areas to see if you’ve received any correspondence from us? If you have, then I strongly recommend that you reply to that email, and bring any concerns you have to our Operations Team so they can investigate.
Please, follow up with me here if you have any additional questions. If you cannot find this email, let me know and I’ll follow up with the Operations Team so they can ensure the proper information gets delivered to you.
Operation team? Actually, they told me last time for months: the reason is confidential, and also that when a shop is closed it’s closed forever, and they was answering every 24h hours saying the same thing again and again, while I was losing everything because of their mistakes.
I kept messaging them for months and I finally had someone named “finn” sending me a link to send all the proof of inventory, ID, invoices etc, that’s what I did and they opened it back 2 months ago.
Last time I lost everything and my only source of revenu, I went through hell literally and there is no way I’m going through this again, it is not okay to do that to hard working entrerpreneurs.
They have all the proofs they need to know I am legit, my shop cannot be closed only because a payment didn’t worked (it was an expired card) This makes no sense and I wish someone would truly help me.
And no, just as last time, I never received any reasons or any email explaining! I double checked ALL of my emails and even the junk one. The customer service should be ameliorated, there should be faster answers or a phone number for customers, especially when something like this happens, it’s something really scary
Hi again, @unicornscents . I really appreciate you following up here like you did with all of that additional context and information. Based on the information you’ve mentioned, I can one hundred percent understand your frustrations here. The timeframe you laid out for your questions to be answered was incredibly long, and such a period of time passing with no information is both stressful, and upsetting.
Since you mentioned that you haven’t received any sort of communications from us regarding this current situation, I wish to present two options for you to consider:
- You can provide me with your store URL, as well as the email address that you use that is connected to your store. I can take this information to our Operations Team to have them investigate the matter and look into seeing if the proper information was forwarded to you. If it wasn’t, then we can get them to have it sent as expected. This would allow you to speak to the folks you need to about your business’ current state.
OR
- You can access our Live Support Help Portal (https://bit.ly/3c5icUc) and authenticate your account and identity, and speak to one of our Support Advisors via your preferred communication method, such as a callback or a live chat, or email. From here, you can outline the situation for the advisor, and they can follow up with the appropriate teams while speaking with you to see if they can track down some information.
I strongly recommend that you use one of the outlined methods above. I would be more than happy to take your information to our team and follow up with them on your behalf. I’ll just need you to provide me with your URL and an associated store email address, to do so.