Did they say which AUP rule you broke?
Topic summary
Shopify closed a merchant’s store for violating the Acceptable Use Policy (AUP), without specifying which rule, and stated that payouts will be held by the payment processor for up to 120 days per Shopify Payments terms. An appeal is available via a form.
The merchant submitted verification and additional proofs and has waited a week with no response or account movement. Their Google and Facebook ads are running but the ban halted store activity; they are concerned about losses and lack of support access.
When asked what product might have triggered AUP, the merchant said they currently sell electric bicycles and accessories with brand authorization, CE certificates, and their own branding; in 2020 they sold cycling clothing. No prohibited items (e.g., “godzilla” products) were acknowledged.
They want temporary backend access to download data and leave Shopify, and complain phone support is limited to Shopify Plus.
Status: unresolved. Key unanswered questions: which specific AUP rule was violated, whether access/data/payouts can be restored, and timeline for review/appeal.