I recently encountered an issue where Shopify unexpectedly terminated my store without providing any prior notice or explanation. The email I received from Shopify Trust and Safety Team mention an alleged violation of their Acceptable Use Policy(AUP). However, after thoroughly reviewing the AUP, I couldn’t identify any actions or policies I might have violated.
I promptly submitted an appeal through the link provided in the email, explaining my situation and seeking clarification. Unfortunately, I haven’t received any confirmation or follow-up from Shopify regarding the status of my appeal.
To gain clarity I reached out to Shopify online chat support on two occasions, but I was informed that my issue falls beyond their scope of assistance. This has left me feeling helpless, with no clear wat to resolve the situation or understand the reasons behind the termination.
I understand that the Trust & Safety Team may be managing a high volume of inquiries, but the lack of communication is both frustrating and disheartening. It has caused significant disruption to my business and is eroding my trust in the platform.
Has anyone experienced a similar situation? is this level of delay and lack of response typical when dealing with the Trust & Safety Team? I would appreciate any advice or guidance on how to proceed
It has been an extended period since I submitted my appeal via the provided link, yet I have received no confirmation, updates, or clarification on my case. Despite thoroughly reviewing Shopify’s Acceptable Use Policy (AUP), I found no evidence of any violations on my part, leaving me in a state of confusion and uncertainty.
To seek clarity, I reached out to Shopify’s online chat support on multiple occasions. However, I was informed that this issue is outside their scope, with no further assistance or escalation provided. This has left me in a frustrating loop with no clear resolution or explanation regarding the termination of my store.
I understand that the Trust & Safety Team may be handling a significant number of inquiries, but the total lack of acknowledgment or timeline has caused unnecessary disruption to my business operations. This experience has also led to a growing erosion of trust in Shopify as a platform I previously relied upon to run my business.
I am reaching out here in the hope that someone from Shopify or the community can offer guidance or insights. Is this prolonged silence and lack of resolution typical in these cases? Are there any alternative channels to escalate my appeal or receive a proper response?
The current situation is untenable, and I urgently need clarity and resolution to move forward. Any advice would be greatly appreciated.
I am utterly disappointed with Shopify’s unprofessionalism and lack of accountability. My store was terminated without any prior notice or clear explanation, and despite following the appeal process and reaching out to support, I’ve been left in the dark for nearly 15 days. All I’m getting are vague responses and endless back-and-forth, with no resolution in sight. I don’t even know whom to contact to get a proper update or assistance. This careless and lazy approach to customer issues is unacceptable, especially when businesses rely on this platform. Shopify, this is not the standard of service you claim to provide—please take responsibility and address this issue immediately!
Hello, were you able to resolve this issue? The same thing happened to me and I haven’t had any answers for 12 days. I don’t know what to do anymore, and I can’t get a refund for the item. My store is a legitimate and serious company and they simply don’t resolve anything in customer service.