Store Deactivated - No Response from Support After Appeal

Shopify Discussion
1

Hello,

I recently received an email stating:

“We have deactivated this store because it is in violation of Shopify’s Acceptable Use Policy (AUP). As a result, it is no longer hosted on our platform and the full amount of your store’s pending payouts will be held by the processor. Payouts are typically held for 120 days.”

I believe my store fully complies with Shopify’s policies. I have invested in paid apps and have been actively uploading products over the past month. I submitted an appeal with all the required documents five days ago, but I have yet to receive any response from Shopify Support.

I’m very concerned as my store was following all the rules, and I need urgent assistance to resolve this issue.

Has anyone experienced a similar situation? What steps can I take to escalate this further?

Thank you in advance for your help!

2

Hi @Supermari

I’m sorry you’re going through this. Because you’ve already submitted an appeal, here are a few steps you can take to escalate the issue:

  • Just follow up daily to keep your case active
  • Tweet or message Shopify Support on X (Twitter) or Facebook for a faster response.
  • Try to reach out via Live Chat of Phone (but its quite hard to do)
  • Prepare for the 120-day payout hold and explore alternative platforms in the meantime.

Hopefully, you’ll get a resolution soon!

1 Like
3

what exactly were you trying to sell?

1 Like
4

Thank you for your inquiry.

Our store features a variety of product categories, including:

  • Walkie-talkies
  • Drones
  • Assistive devices such as orthoses, canes, ramps, and wheelchairs
  • Daily hygiene products and other similar itemsAll our products are legitimate and align with common e-commerce standards. We are committed to ensuring full compliance with Shopify’s policies.