A Shopify store was terminated due to suspected violation of Terms of Service, despite the owner claiming no sales or policy violations occurred. The termination email states pending payouts will be held for 120 days and offers an appeal process.
Key recommendations from community members:
Submit an appeal immediately with clear documentation (business registration, supplier invoices, product sourcing details)
Explain the business model and demonstrate compliance with Shopify’s Acceptable Use Policy
Avoid creating a new store with the same payment method or personal information before the appeal is resolved, as it will likely be flagged
Potential triggers identified:
Automated system flags (sometimes errors)
Copyrighted/trademarked products without authorization
Security note: One commenter questioned whether the email might be a phishing attempt, noting the login requirement seems suspicious. The original poster confirmed the termination is legitimate and login is required for appeals.
The discussion remains open with the store owner seeking guidance on the appeal process.
Summarized with AI on October 24.
AI used: claude-sonnet-4-5-20250929.
Today when I woke up received this email from Shopify: “We have terminated you due to activity that is not, or that we suspect is not, a legitimate commerce practice. This type of activity damages consumer trust and is a violation of Shopify’s Terms of Service. As a result, we will no longer host you on Shopify and your account has been closed. The full amount of your store’s pending payouts are typically held for 120 days by the processor.
If you believe this decision was made in error, you can submit an appeal. This will initiate a review process to determine if your store can be reinstated.
Submit your appeal with the required documentation
We will review your appeal and may request additional information if needed
We will reach out to you via email to let you know the outcome of your appeal“
I haven’t done anything wrong and the product I sell isn’t against their policy, I haven’t even gotten any sale. For anyone that has been in a similar situation and resolved kindly share tips of what you did to get your store back. Out of topic but if I created a new store with the same payment method will it also get flagged?
I’m sorry you’re going through this — it can definitely be stressful. When Shopify closes a store for suspected policy violations, the only path forward is through the appeal process outlined in the email. In your appeal, it helps to:
Clearly explain your business model, products, and how you plan to use Shopify.
Provide any supporting documents (business registration, invoices from suppliers, product sourcing info).
Reassure Shopify that your store complies with their Acceptable Use Policy and Terms of Service.
It’s important not to open a new store with the same details (business name, payment method, or personal info) before your appeal is resolved — doing so can result in the new store being flagged as well.
The best step is to go through the appeal honestly with as much documentation as you can. If Shopify determines it was an error, they’ll reinstate your account. If not, you may need to explore another ecommerce platform.
I’m sorry you woke up to that kind of email I know it can feel really stressful. When Shopify issues a termination notice like this, it usually means their automated system or review team flagged something that doesn’t align with their Terms of Service (sometimes even by mistake).
Here are a few steps you can take:
Submit the appeal right away Use the link provided in the email. Keep your explanation clear, professional, and transparent.
Provide supporting documents If your business is legitimate, gather invoices, supplier details, business registration info, and any order fulfillment proof. Attach these in your appeal.
Review your store setup Sometimes issues are triggered by:
Using copyrighted/trademarked products without authorization
Stay professional in communication Avoid emotional responses; focus on showing that your store is a legitimate business.
If your appeal is denied, it may be worth migrating your store to another e-commerce platform while resolving compliance issues, so your business doesn’t stay on hold.
I’ve helped merchants review their stores, policies, and product sourcing to make sure everything lines up with Shopify’s compliance rules. If you’d like, I can take a closer look and guide you on what to adjust before or during your appeal.