Urgent - Acceptable Use Violation After 500k in revenue?

Shopify Discussion
1

Hey , Our business got disabled duo to acceptable use policy and we are working endlessly to cooperate and provide any documentation needed to Shopify. we are running a legit business and this shutdown is causing damage to our brand reputation and we are going to pursuit defamation charges. we already have contacted Shopify legal.

the appeal form attached in closure email doesn’t work and Shopify support verified that the link link in fact doesn’t work.

What other ways could I try to resolve this before Escelating it to legal?

Best,

2

Hi @arshiasedaceo

I hear your frustration, and I completely understand how stressful this situation must be, especially when your business is legitimate and has been generating substantial revenue. Here’s a step-by-step approach to tackle this issue before escalating it legally.

Steps to Resolve Your Shopify Account Suspension#### 1. Contact Shopify Support Again (Escalate Internally)- Since the appeal form link isn’t working, reach out to Shopify Support through live chat, phone, or Twitter/X (@ShopifySupport) and request an alternative way to submit your appeal.

  • Ask to have your case escalated to a senior representative or the Risk & Compliance team directly.

2. Reply to the Closure Email with Evidence- If you haven’t already, respond to the closure email and attach any relevant documents, licenses, proof of transactions, and customer interactions to show your business operates legally.

  • Keep it professional, calm, and to the point—the goal is to demonstrate cooperation.

3. Use Shopify’s Social Media & Forums for Visibility- If support is slow, post on Shopify Community Forums or tag @ShopifySupport on social media to get attention.

  • Other merchants have reported faster resolutions when issues are raised publicly.

4. Contact Shopify’s Risk & Legal Departments Directly- Since you already reached out to Shopify Legal, you might want to follow up by email with additional documentation and a clear explanation of why the shutdown is incorrect.

  • If you haven’t received a reply within a reasonable timeframe (24-48 hours), push for an internal review of your case.

5. Consider Third-Party Mediation Before Legal Action- If Shopify is unresponsive or unwilling to cooperate, consider reaching out to third-party mediation services before jumping straight to legal action. This could help resolve the issue faster and avoid lengthy legal battles.

  • You could also contact the Better Business Bureau (BBB) or relevant consumer protection agencies for assistance.

I completely get how serious this is, and I really hope Shopify responds quickly to help you resolve it. If you need any other assistance, I am willing to help.

Best regards,
Daisy.