Shop closed. Need Clarification of policy.

Shopify Discussion

Topic summary

A merchant reports having two Shopify stores closed at launch for alleged violations of Section 7 of the Acceptable Use Policy (AUP), but received no specific explanation of what was violated or how to remedy it.

Key Issues:

  • Both stores were shut down immediately upon launch
  • Appeals were filed with an advised 120-day processing time
  • After 124+ days, no response has been received on either appeal
  • Funds from processed Shopify POS transactions are inaccessible to both merchant and customers
  • Transaction records are also unavailable due to account closure

Merchant’s Position:

  • Requests transparency about what specific policy was breached
  • Argues the account closure and fund withholding without clear explanation is excessive
  • Believes the appeal process timeline is unreasonably long given the financial impact
  • Characterizes Shopify’s actions as causing financial harm and reputational damage

Status: The discussion remains unresolved with no official response to the appeals and funds still inaccessible.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

We have created 2 separate shopify websites which have both had their accounts closed in launch. We received emails on both occasions explaining that the closures were due to breaches of the shopify acceptable use policy (AUP) specifically section 7. We tried to get clarification on the content of the AUP (specifically section 7) to see if we could understand and remedy anything we had done that was in breach of that policy. We could find no clarification and so did not have any opportunity to correct any breaches of policy.

We were given the opportunity to lodge appeals and followed that process, filling out the appropriate forms. On contacting shopify customer support we were advised that we should allow 120 days for our appeals to be processed.

In the first instance of our accounts being closed we had already processed payments using our Shopify POS app. The closure of our shopify account in this instance, also meant the closure of our shopify POS account, meaning neither we, nor our customer could access these moneys. Nor are we able to access any records of this transaction on our part.

We have twice contacted Shopify customer services, online via both ai and human agencies and had our initial appeal prioritised on both occasions. The second occasion after the 120 days advisory period had expired.

To date, after @124 days we have had no response or resolution to our appeal nor are we able to access the funds processed by our Shopify POS app or access any records associated with that account.

We have also not been able to find or been provided with any information as to how we were in breach of Shopify’s policies, or given a transparent explanation as to what those policies are.

I feel that the actions and policies of Shopify in this specific situation are unjust, unnecessary, self serving and immoral.

2

Thanks for your reply Madison.

I appreciate that the fair use policy is designed to protect everyone involved. However the arbitrary and extreme action of closing an account and effectively withholding funds without any clear explanation or transparency is I believe excessive. If these policies are enforced so aggressively then I think it reasonable to expect there to be systems in place that can process the appeal process in a much shorter timeframe.

In effect this system which is designed to protect is, in this instance, causing financial harm and reputational damage without adequate explanation or redress.

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