Store Terminated - HELP!

Shopify Discussion
, , ,

Topic summary

A merchant’s Shopify store was unexpectedly terminated after two days of setup, with Shopify citing suspected illegitimate commerce practices. Despite the merchant’s confidence that no violations occurred, three appeal attempts have received no response or acknowledgement.

Key Issues:

  • No direct human contact available through Shopify support
  • Complete lack of communication during appeals process
  • Merchant seeking others’ experiences with similar terminations

Community Response:
Shopify occasionally shuts down stores for suspected Acceptable Use Policy violations, even if unintentional. Some merchants have successfully resolved terminations through persistent appeals with clear documentation, though the process can be one-sided and time-consuming.

Status: Unresolved and ongoing, with the merchant seeking guidance on next steps.

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

Hi all, so I put two full days into building my store, I was flying high on the excitement of it all then out of the blue I got this email from Shopify ‘We have terminated My Store due to activity that is not, or that we suspect is not, a legitimate commerce practice.’

I was gutted, there was nothing untoward going on so with full confidence I followed the appeals process once, twice, three times and nothing! No acknowledgement, no response, no follow up, nothing.

There does not seem to be any way to make direct contact with a human being within Shopify.

Has anyone else been in this situation and come out the other side with a positive result?

Any help, advice or assistance would be greatly appreciated.

Thank you.

2

Hi @GlassGuard

On occasion, Shopify will shut down the stores if it finds activity that could possibly violate their Acceptable Use Policy, no matter how unintentional. Appeals, though one-sided, have been successful after a number of attempts and time for some merchants. Patience, clear documentation and persistence can therefore help to resolve matters.