Hello, We run a fundraising platform that allows kids to sell things like Beef Jerky, Caramel Corn, and Pretzels to raise funds for their sports teams. We have our own custom storefront, and were using shopify as the “fulfillment intermediary” (common API pipe) from our database to our vendor’s warehouse. Our shopify store was unexpectedly terminated in supposed violation of their AUP (we sell safe food, and nothing on that list applies), with seemingly no way to actually get a human being on the phone. Their live chat feels like a GPT-3.5 model, and no phone number anywhere. My email support ticket has been languishing with no reply for over a week. Is there any way to talk to an actual human at Shopify? Very sincere thanks to anyone who can help… this has put us in a very difficult position |
|---|
Topic summary
-
Fundraising platform for youth sports selling packaged foods (beef jerky, caramel corn, pretzels).
-
Technical setup: custom storefront; Shopify used only as a backend “fulfillment intermediary,” sending orders via API to a vendor warehouse.
-
Issue: Shopify store was abruptly terminated for an alleged Acceptable Use Policy (AUP) violation. The poster links to Shopify’s AUP and claims none of the restricted items or activities apply to their products.
-
Support challenges: unable to find phone support, live chat feels automated and unhelpful, and an email ticket has received no response for over a week.
-
Request: seeking a way to speak with an actual human at Shopify to review/appeal the termination.
-
Impact: significant operational disruption to active fundraising efforts.
-
Status: unresolved; the poster is asking the community for escalation paths or direct contact options at Shopify.