I am reposting this after removing the ticket IDs, as I was told not to include them.
We are a company that has been operating in Germany since 2018. We import products from Japan and Korea for sale, and all of them go through the proper certification and customs clearance procedures.
Through our WooCommerce website, we generate more than EUR 3 million in annual revenue, and we were conducting a migration test to Shopify in order to optimize our system.
The problem is that last month, our site was suddenly made inactive (terminated) for an alleged violation of the terms.
Despite submitting all legal documents, filing an appeal, and having more than nine chats with the support team, we have still not received any response after one month.
Every time, the answer is exactly the same: they will escalate the issue to the dedicated team, and they will mark it as urgent.
This is absurd. We even ordered a card reader for Shopify POS and the necessary tablet, yet we have not been able to use any of them.
I believe the Shopify team needs to provide faster and more effective support.
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Over the past few years, Shopify has been focused on less personal Support and more AI. They won’t hire unless they prove that an issue can’t be solved with AI. That’s actually a rule they made lol.
If you noticed, there are no active Staff in this forum anymore. Posting account issues here is useless. The only recourse is through Support directly.
For a real business, putting all reliance on Shopify isn’t the smartest move. You seem to have been doing just fine on Woocommerce. A secondary backup and eventual Shopify transfer would be smart. And I mean that in all seriousness. Shopify can shut your site down or pause your payments in the blink of an eye and it could take months to get resolved. And Shopify is 100% legally protected from any of your claims of losses.
Just a reminder of that saying, don’t put all your eggs in one basket.
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Like it matters, think it through either:
shopify isn’t going to put in the rigor to prove that so it gives you no clout.
And even if they put in effort that amount is a drop in the bucket so is it worth it to them.
This is the behavior merchants are getting before they even have a foot in the door.
How do you think they’ll treat you once your fully captured in the system?
There is NO service level agreement, etc etc it’s a SASS on the winds of publicly traded whims.
Is this really that platform you business should pivot around.
A tool that insists on itself is a bad tool etc etc ad nausuem.
An expensive lesson in building a business that is platform agnostic.
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