Hello, recently my store got deactivated for violating AUP and i’m not sure why as i didn’t do anything out of line. I’ve submitted an appeal almost a month ango and gotten no response and customer service is of no use as they promise me i’ll get a response but it never comes. However even more recent i received a chargeback on one of my orders but i never received the payout on that order and they’re trying to withdraw the money from my bank. I cannot fight it as no access to store. is there any way to come to to resolution where i either: get my store back, get the payout, or avoid the chargeback withdrawal?
Topic summary
A merchant’s store was deactivated for an alleged Acceptable Use Policy (AUP) violation, though they claim no wrongdoing occurred.
Key Issues:
- Appeal submitted nearly a month ago with no response from Shopify
- Customer service has repeatedly promised follow-up but failed to deliver
- A chargeback was filed on an order for which the merchant never received payout
- Shopify is attempting to withdraw chargeback funds from the merchant’s bank account
- Store deactivation prevents the merchant from disputing the chargeback
Desired Outcomes:
The merchant seeks one of three resolutions: store reinstatement, receiving the original payout, or preventing the chargeback withdrawal.
The situation remains unresolved with no clear path forward.