Unjustified Store Closure and Appeal Issues

Shopify Discussion
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Topic summary

A merchant reports their Shopify store was unexpectedly closed on January 10, 2025, despite claiming full compliance with platform policies. They suspect a DNS configuration error (adding “www”) may have triggered the closure.

Technical barriers: The merchant cannot complete the appeal form due to recurring technical errors. Screenshots show form submission failures and store inactive status.

Investment at stake:

  • Domain purchase: $16 USD
  • Blum theme: $170 USD
  • Significant time investment in store setup

Support attempts: Seven support tickets filed between January 10 and February 7, 2025, with no resolution. The merchant reports spending countless hours without receiving substantive responses.

Community pattern: Multiple other users report identical experiences—stores closed without clear explanation, appeals submitted but unprocessed, and support providing only generic “will get back to you” responses without follow-through. Wait times range from 38 hours to over a month (since March 3rd).

Status: All cases remain unresolved and ongoing, with merchants expressing frustration over lack of platform support and communication.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Dear Shopify Support Team,

I am reaching out with deep concern regarding the unexpected closure of my store

ea60kr-qw.myshopify.com, which I was notified a

Image of the error when filling out the form
Image of the error when filling out the form1920×1030 70.3 KB

Inactive image store
Inactive image store525×520 51.7 KB

Pago Diseño blum.png
Pago Diseño blum.png567×459 39.9 KB

domain billing
domain billing567×374 34.6 KB

bout via email on January 10. Despite my attempts to appeal through the provided form, I have encountered recurring technical issues that prevent me from completing the process—each time I submit all the required information, an error appears.

I have contacted customer support multiple times and spent countless hours trying to resolve this matter, but I have not received a proper response. Below are the ticket numbers and corresponding dates of my communications for your reference:

  • 01/10/2025 – Ticket: 54019519
  • 01/11/2025 – Ticket: 54054829
  • 01/12/2025 – Ticket: 54072563
  • 01/13/2025 – Ticket: 54107692
  • 01/14/2025 – Ticket: 54154563
  • 01/25/2025 – Ticket: 54485137
  • 02/07/2025 – Ticket: 54856435

My store has never made any sales, as it was still in the setup phase before launch. I have strictly followed all Shopify guidelines, including the use of apps exclusively from the Shopify App Store. Additionally, my documentation was reviewed and approved at every stage of the setup process, making it difficult for me to understand why my store was deemed non-compliant with Shopify’s policies.

I suspect that a technical error related to DNS configuration (I added “www”) may have triggered this issue. However, I successfully conducted a test purchase, proving that I was actively working on configuring my store with no irregular activity.

Furthermore, I have made significant investments in this project, including:

  • Domain purchase: $16 USD
  • Blum theme purchase: $170 USD
  • Countless hours of work setting up my store

It is frustrating to experience such a lack of support and empathy for entrepreneurs who trusted Shopify as a platform to build their business. I have followed every procedure accordingly, yet my case remains unresolved. I respectfully request an urgent review and resolution to regain access to my store.

I appreciate your prompt response and attention to this matter
Pamela

2

Thank you for your help. I prefer to continue to wait for Shopify support to contact me directly to resolve this issue.

3

Hey Pamela any update? My store was shut down for no apparent reason as well. I submitted an appeal and have been contacting support nearly every other day and they have been absolutely useless. What a joke this platform is.

1 Like
4

I’m in the same position and I’ve been waiting since March 3rd. Extremely frustrating.

1 Like
5

Would you be able to raise my ticket as well? I am still waiting on my appeal to go through

1 Like
6

I’ve been waiting for 38 hours no response from the apeal team ether.

I’ve also been contacting support every 1 to 7 hours. They’d say, “will get back to you soon”, they never do. Haven’t even activated my store yet.