Shopify terminated our store without explanation, offline for 5 weeks (Prijsgarantie.nl)

Shopify Discussion

Topic summary

A Dutch e-commerce business (Prijsgarantie.nl) had their Shopify store terminated on April 29, 2025, citing a violation of Section 7 of the Acceptable Use Policy. Despite being a registered company with valid KvK and VAT numbers, they have been locked out for over 5 weeks with no access to products, customers, or admin panel.

Current situation:

  • All requested documents have been submitted
  • No explanation provided for the alleged violation
  • Revenue completely stopped
  • Only receiving generic “under review” responses from Shopify
  • Ticket ID: fc5b7228-c09c-43e3-a33a-01dafc65017b

Community response:
Section 7 AUP terminations trigger manual compliance reviews that can be lengthy. Access remains blocked until the review completes. Recommended actions include replying to the original ticket for updates (without spamming), emphasizing verified business status, and requesting escalation. Shopify cannot share case specifics publicly due to legal and privacy constraints.

The issue remains unresolved and ongoing.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Our Shopify store Prijsgarantie.nl was terminated on April 29, 2025, allegedly due to a violation of Section 7 of the Acceptable Use Policy.

Despite submitting all requested documents:

  • We have received no explanation of the alleged violation;

  • We have no access to products, customers, or admin;

  • We’ve had no meaningful response in over 5 weeks.

We are a legitimate Dutch company, registered under KvK 93919166, VAT NL866573094B01.
Our revenue has stopped completely, and Shopify keeps repeating “your case is under review”.

  • Ticket ID: fc5b7228-c09c-43e3-a33a-01dafc65017b

Has anyone experienced this before or found a solution?
Any help or visibility is appreciated

2

Hi @PrijsgarantieNL

Shopify take Section 7 AUP account terminations very seriously and they review them manually, and often times when there is a flag involving potential policy or regulatory issues. If you’ve already turned in all the requested documents and are still waiting for hear back, it means that your case is probably in a compliance review queue, which can take time. Unfortunately, access is not available until this process is complete. You may reply to your original ticket in order to ask for an update, but do not send multiple messages as it won’t expedite the resolution. If you are a verified business, make this known and continue for escalation requests. For the privacy of their merchants, they can’t share specifics on this case publicly due to legal and privacy reasons.