A UK-based Shopify store (PetplayJoy) was abruptly closed on April 7, 2025, without warning or explanation after generating £33,000 in revenue from ~700 orders since launching in March. The owner reports complete loss of admin access and frozen funds, leaving approximately 150 orders unfulfilled.
Critical Business Impact:
Cannot fulfill outstanding orders or pay suppliers
Unable to access customer data or order management systems
Facing mounting customer complaints and chargeback threats
Business at risk of collapse
The owner claims full transparency and willingness to cooperate, but has received no policy violation details from Shopify.
Customer Complaints:
Multiple customers have posted reporting:
Orders marked as “delivered” (some showing China as location) but never received
Vibration plate machines specifically mentioned as unfulfilled
No responses to emails or support requests
Store still accepting new orders despite fulfillment issues
Customers pursuing bank chargebacks and considering fraud claims
Status: Unresolved. The situation remains critical with no Shopify response indicated, growing customer anger, and the owner locked out of all systems. Several customers explicitly calling it a scam, though the owner maintains this is due to the unexpected platform closure.
Summarized with AI on October 27.
AI used: claude-sonnet-4-5-20250929.
I’m the owner of PetplayJoy, a UK-based store launched on 13 March 2025. We’ve been operating transparently and in good faith, with over £33,000 in revenue and around 700 orders, most of which have already been fulfilled.
However, on 7 April, we received a sudden notice from Shopify that our store had been closed, without any prior warning or clear explanation of what policy we may have violated. We have also lost access to our admin dashboard and our funds have been frozen.
As a result, we are now facing a very serious situation:
We are unable to fulfil around 150 outstanding orders
We cannot pay suppliers or continue running ads
We are receiving a growing number of customer complaints and refund requests
Several customers are threatening chargebacks and legal action
The business is now at risk of collapse
We are more than willing to cooperate fully and provide any documentation necessary. All we ask is for a swift review of our case, so that we may regain access to our store and release the funds to fulfil our obligations.
If anyone from Shopify sees this, or if any fellow merchants have experienced something similar and can offer advice, we would be incredibly grateful.
Hey James,
Sorry to hear you’re going through this — that’s incredibly tough. I’d recommend reaching out to Shopify support directly and asking for specifics on the closure. Also, gather any documents (like supplier invoices or shipping proof) to support your case. In the meantime, consider updating your customers via email or socials to manage expectations and reduce chargebacks. Hoping it gets resolved quickly for you. Stay strong!
What’s made this even more difficult is that we’ve received no explanation at all from Shopify about which policy we supposedly violated. The store was just taken offline overnight — no warning, no prior contact. Our admin dashboard is completely inaccessible, so we can’t manage orders, respond to customers, or even download any data. We’re essentially locked out of our own business.
I completely understand the need for risk reviews, but doing it without notice or clarity leaves every honest merchant in a state of uncertainty and fear.
James i have ordered a vibration plate machine and it was said to be dispatched on the 5th April 2025. Suspringly, i have had no email regarding it after so please reply to me and explain to me about this issue.
Unfortunately, due to circumstances beyond my control, I am currently unable to access the admin backend of our store. This means I’m not able to view orders, issue updates, or take any direct action at the moment — and I sincerely apologise for that.Please rest assured that I’m doing everything I can to resolve the issue with Shopify as quickly as possible, and I genuinely appreciate your patience and understanding in the meantime.
James, if i could refund would I have to go through shopify. This is just very unacceptable. You are comitting fraud and it is wrong. So i would like a refund ASAP if not resolve this issue quick.
My order was paid for on 6/4/25. Now says delivered. In china?? I’ve sent emails texts and still no response from you. Starting to think you’re a scammer now.
I’m in the same situation I too ordered a vibration plate and never got it - says delivered but it wasn’t - in the hands of the bank now but I am fuming ! Been treated badly - taking peoples money but not sending the goods SCAM !!!
My order says delivered and it hasn’t been my money has been taken - my bank has taken over now - give me my money back - at least have the decency to reply to emails Scammer !!!
Me too I wish I used PayPal although the bank have taken over mine - I had tracking that took ages updating from china it then said delivered and I have nothing - surely this isn’t right
