A merchant’s Shopify store was terminated immediately after processing their first payment, citing violation of Section 7 of the Acceptable Use Policy. The store had been operating for months without issues prior to termination.
Main concerns:
Current situation:
Suggested approach: Continue persistence with appeal emails, use live chat to request escalation to Risk or Legal teams (the only departments that can release held funds), and maintain polite but consistent follow-up. The merchant has indicated they plan to leave Shopify regardless but primarily wants their funds released.
Hi there,
Ive had my store terminated without any warning for reasons I believe to be wrong with no way of getting in touch with shopify. I’ve tried the appeal form without any luck and customer service just telling me to wait. I was just wondering if anyone had this and how did you manage to resolve. I don’t even care about the shop anymore probably won’t be using shopify in the future. I just want them to pay me the money they are holding.
Thank you for any help from anyone in advance!
M
Hi @Mcustoms
If your store was terminated and the appeal didn’t work, continue replying to the appeal email and contact https://help.shopify.com/ via live chat to request escalation. For held funds, only Shopify’s Risk or Legal team can assist, so make sure to mention that. Stay polite and persistent some users have resolved it this way.
If my reply is helpful, kindly click like and mark it as an accepted solution.
Thanks!
Hi, thank you for your reply.
“After reviewing your information and website mcustoms.store, we have determined that you are in violation of Section Section 7 of the Shopify Acceptable Use Policy and we are therefore unable to support your business. We are terminating your account in accordance with our right in Section 14.3 of Shopify Terms of Service.”
Ive had the store for months without any issues. Then the second I took a payment it was terminated without any warning.
Hi thank you for your reply.
I’ve replied to the email but all I get is an automated email saying they don’t support this anymore and I need to contact customer service. Customer service says they don’t have access to that department. I’ve also emailed shopify legal with no reply so far. Technically it’s only been just over 2 weeks but I can’t hold on with my business just because they wanna keep my money for 120 days and I shouldn’t have to use other funds to support my business just because of shopify.
Thank you for your help!
Yes please. Any help much appreciated!