TRUST AND SAFETY

Technical Q&A
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Topic summary

A user’s Shopify store was terminated without warning or explanation less than two days after opening, causing significant business disruption.

Core Issue:

  • Store termination also disabled the user’s connected custom domain via DNS/CNAME records
  • User cannot access DNS settings to remove Shopify’s control
  • Claims full compliance with platform rules and regulations

Current Status:

  • One week has passed with no response from Shopify’s Trust and Safety team
  • User is losing clients and income due to website being down
  • Legal counsel has been informed

Threatened Actions:

  • Filing complaints with Better Business Bureau (BBB)
  • Pursuing legal action if issue not resolved within 24 hours

The discussion remains unresolved with no official response or explanation provided for the account termination.

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

SO SHOPIFY HAS COMPLETELY RUINED MY BUSINESS I SUGGEST NEVER USING THIS SITE AGAIN. I WANT TO KNOW WHY YOU TERMINATED MY SHOP WHICH I CONNECTED YOUR CNAME TO MY DNS RECORDS WHICH GAVE YOU ALL FULL POWER OVER MY WEBSITE NOW YOU TERMINATED MY SHOP WHICH TERMINATED MY WEBSITE I CANT EVEN REMOVE YOU FROM MY DNS RECORDS. NO REASON WHY FOR TERMINATION JUST DID WHEN I WAS FOLLOWING ALL RULES AND REGULATIONS NO WARNING NO NOTHING OPEN MY SHOP LESS THEN TWO DAYS AND YOU SHUT ME DOWN WHICH SHUT MY WEBSITE DOWN HOW I CONDUCT BUSINESS WHICH MEANS IM LOSING CLIENTS WHICH IS MESSING WITH MY LIVELYHOOD. YOUR ALL UNPROFESSIONAL AND THIS IS BEYOND AND IMBARRESMENT. I IM SO MAD I CANT EVEN SEE STRAIGHT IF I KNEW YOU GUYS WERE THIS BIG A ?N JOKE I WOULDVE NEVER JOINED SHOPIFY. IT HAS BEEN A WEEK NOW AND NO RESPONSE FROM YOUR TRUST AND SAFETY TEAM. OH NO I GET IT TOTALLY DIFFERENT DEPARTMENT YOU GUYS CANT DO ANYTHING ABOUT IT YOUR ALL UNPROFFESIONAL AND A JOKE MY ATTORNEY IS WELL KNOWN OF THE SITUATION AND I PROMISE YOU IF THIS ISNT FIXED WITHIN 24 HOURS IM SMOKING YOU GUYS TO BBB AND EVERY OTHER DEPARTMENT I CAN ALONG WITH LEGAL MATTER YOU SHUT DOWN MY BUSINESS OVER A LACK OF JUDGEMENT AND PROFESSIONALISM. I TRULY HOPE PEOPLE SEE THIS AND LISTEN I TRULY HOPE YOUR UPS GET WIF OF THIS AND ACTUALLY DO YOUR JOBS BEFORE I TAKE THIS INTO MY OWN MATTERS.