In 2021, we received an email from legal@shopify saying we breached the Acceptable Use Policy and one of our items was taken down.
The thing is, it was incorrect. They said we were selling a Confederate Flag item but it was actually the Australian Flag on the item. A ridiculous mistake they made to be honest, they don’t look anything alike.
We responded by pointing this out. They put the item back up for sale and told us they consider the matter resolved.
Fast forward to 2023 and we decided to add the Shop channel to our store, prompted by about half our customers being on Shop (according to the dashboard) and the desire to increase our customer base / sales opportunities. We were denied for reasons not listed, so we contacted Shop customer service. They said outright it was due to us breaching the AUP.
I’ve written to Shopify legal again and quite frankly, the response indicated they didn’t even read our email, just sent us back to Shop customer service.
They are essentially ignoring us. I’ve emailed them again today and attached screenshots of all the relevant emails, hoping they see some sense and just clear the violation they issued in error.
Next step is likely a visit to the solicitor, which is insane that it’s necessary, but I wanted to ask here if anyone has any advice on how to make them see sense?
We’ve been in business since 2004 and brought a substantial amount of customers from our previous platform to Shopify, it is unfortunate they are doing this to us.
Added - I’ve attached a picture the item to show it was not what they accused us of.