A Spanish robotic lawnmower business (TMRobots.es) was abruptly terminated by Shopify on August 14, 2025, citing suspected illegitimate commerce practices. The owner believes this was triggered by an automated system flagging a rapid refund—issued when a customer requested to cancel and reorder with financing.
Current Status:
Over a month has passed with no resolution
First appeal denied without explanation
Two additional appeals submitted with no response
Multiple support agents contacted (5+), all claiming to escalate but providing no updates
Store admin access blocked; funds held; business completely halted
Documentation Provided:
Company registration, supplier invoices, tax ID (NIF)
No prior warnings or IP infringement notices received
Additional Issues:
Any new account using “TMRobots” name gets immediately shut down
Owner cannot get specific termination reasons from Shopify
YouTube presence and business legitimacy confirmed by community members
Community Advice:
Likely an automated false positive
Consider migrating to alternative platforms while awaiting resolution
Continue professional, documented follow-ups
The merchant is seeking direct Shopify contacts or guidance on next steps, expressing desperation over the prolonged business disruption and lack of communication.
Summarized with AI on October 24.
AI used: claude-sonnet-4-5-20250929.
My store TMRobots (tmrobots.es) was terminated on August 14th, 2025, with the following message:
“We have terminated TMRobots due to activity that is not, or that we suspect is not, a legitimate commerce practice…”
This is a misunderstanding. We are a legitimate Spanish business specializing in robotic lawnmowers, with registered company details, suppliers, invoices, and real customers.
What happened:
A customer placed an order.
The customer immediately called us asking to cancel because they wanted to finance the purchase.
I refunded the payment right away so they could reorder with financing.
Shortly after, our store was closed.
Ticket ID: 8859aba4-3d0d-4876-9379-23a99a6753b3
Could a Shopify Staff or someone from the Merchant Trust Team please confirm that my appeal is in review? This is very urgent as our business depends on the store. I can provide any additional information if required.
It looks like your store was likely flagged due to the rapid refund for the customer order. Shopify’s system sometimes flags unusual order activity as potentially high-risk, especially for new stores, even when the business is legitimate.
The good news is that this seems like a false positive, and since you’ve submitted your appeal, you’re on the right track. Here’s what you can do:
Make sure Shopify has all your supporting documents: business registration, supplier invoices, proof of customers, and any bank statements if needed. Clearly explain the refund incident.
Follow up politely with Shopify using your Ticket ID: 8859aba4-3d0d-4876-9379-23a99a6753b3, asking for a status update and estimated timeline.
Avoid creating a new store while the appeal is in process — this can complicate the review.
Keep your communications professional and clear, as Shopify responds faster to organized and factual updates.
Once Shopify verifies your information, your store should be reinstated. I know it’s stressful, but you’ve done the right steps.
If ecommerce framework decides whether your online store will exist or not, does it make sense to even use that framework? It sounds kind of insane to me, I just started with Shopify and exploring the ecosystem, but this sounds risky. Putting all your business and customer base at risk of a ‘web store engine’ framework AI decisions of “to be or not to be” o_O Holy smokes.
Thank you for your response and advice. Unfortunately, it has now been a week since my store was terminated. My first appeal was denied without any clear explanation. After that, I submitted another appeal and also contacted Shopify Support directly — I have spoken with at least 5 different support agents. They all told me they were helping escalate the case for a review, but I still haven’t received any update.
At this point, I still don’t have access to my store, I don’t know what will happen with the funds currently being held, and my business is completely stopped. Every day that passes, I lose more customers and credibility.
I have already provided all the documents requested (company registration, supplier invoices, NIF, etc.), and I am willing to provide anything else needed. I just want my case to be properly reviewed so I can continue running my business.
Any guidance or support to get this resolved as soon as possible would be very much appreciated.
This is really frustrating; it seems that even after two weeks your store still isn’t reinstated. Before this, did you get any other communications from Shopify, for example, regarding IP infringement?
No, I haven’t received any prior communication from Shopify regarding IP infringement or anything else. I’ve contacted numerous support agents, sent multiple emails, and submitted three appeals, but no one has given me any answers. I’ve even discussed this with people who work with Shopify professionally and with IT experts, and none of them have ever seen a case like this. Some say Shopify might have done this intentionally, while others simply can’t make sense of it. What’s even more frustrating is that they won’t tell me the reason why my store was shut down so abruptly. I can’t access the admin panel, and I’m not even allowed to create a new website. If you try to create anything with the name “TMRobots,” even from a different account, it gets shut down immediately without explanation.
If anyone has a direct contact at Shopify or knows someone who might be able to help, I’d really appreciate it. I just need someone who can explain what’s going on and what’s happening with my money. I’d like to share my situation with someone who understands how Shopify works and can guide me on what steps I can take. This has been incredibly frustrating, and I’m running out of options.
I looked up your brand and saw that you’ve produced a lot of YouTube videos. While I’m not yet familiar with your brand, I believe this is a legitimate business practice. My view is that your store termination was likely triggered by one of Shopify’s automated systems. Shopify is also unlikely to disclose the specific reason for the termination, many companies do the same, and they seem to handle these cases quite slowly.
If I were you, I would set up a store on other platforms while you wait, assuming you have the control of the DNS
"I’ve been struggling for over a month but nobody tells me anything, and they don’t want to give me the reason why it was closed, nor an explanation of what happened to our money. Can someone talk to someone at Shopify? Or how can I get in touch with someone so they can review it again, or at least explain to me what happened?I’m desperate and I don’t know what else to do.