Shopify Team are not answering while killing my store

Shopify Discussion
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Topic summary

Issue: A store was abruptly shut down with no warning; after 10 days, the owner received no replies from Shopify’s legal team, leading to angry customers, chargebacks, and inability to refund due to the store being inactive.

Context: Multiple merchants report similar “standard review” holds (internal compliance checks) that pause payouts and/or disable Shopify Payments, with poor communication from support.

Actions tried:

  • Persistent daily contact with support; opening new tickets and demanding true escalation.
  • Filing the EU P2B complaint form (and a similar US form); some used public posts to draw attention.
  • Pausing new orders; seeking alternative payment gateways (e.g., Stripe) or independent merchant accounts; some consider migrating to WooCommerce.

Outcomes:

  • OP: After submitting the P2B complaint, Shopify replied and reopened the store the same day.
  • Another merchant: After ~1 week, funds were paid, but Shopify Payments was disabled due to product description; appeal allowed; can sell via another gateway; later secured a merchant account.
  • Others: Some still waiting despite submitting documents; one later reported the hold resolved.

Guidance: Be persistent, verify that cases are truly escalated, keep screenshots, and prepare a backup payment solution.

Status: Mixed resolutions; communication delays remain a central unresolved issue.

Summarized with AI on January 1. AI used: gpt-5.
5

I surprisingly was. After a week of being given the run around, someone
from the backend finally reached out to me, and said that my payments were
turned back on, and that it was a standard review, and also that I needed
to make a change to my product description. I was very persistent with them
from the time my account was placed on hold… and very vocal about what
happened on every social platform I use. Whether that played apart in
getting things resolved quicker or not, I don’t know… I just know I
didn’t appreciate the way I was treated. I hope you’re able to get your
situation resolved. Be persistent, and despite how upset you may get, try
and stay respectful.

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