Urgent: Store Closed Due to AUP Violation – Need Clarification

Shopify Discussion

Topic summary

A Shopify store selling fresh flower bouquets was permanently closed without warning due to an alleged Acceptable Use Policy (AUP) violation. The merchant suspects the closure may have been triggered by a high volume of legitimate Valentine’s Day orders, as they claim no prohibited activities occurred and only used Instagram and Google My Business for promotion.

Current Status:

  • Appeal submitted via official form
  • Ticket ID provided for tracking
  • Funds were initially held during closure

Resolution Timeline (based on similar case):

  • Response received after 10 days of daily follow-ups
  • Store and funds restored within 24 hours of resolution
  • Domain unlock request expedited the process

Recommendations from community:

  • Follow up daily with Shopify support
  • Consider alternative platforms (GoDaddy, Squarespace) as backup options
  • Request domain unlock if switching providers becomes necessary

The discussion remains open as the original poster awaits Shopify’s response to their appeal and clarification on the specific violation.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Hi Shopify Team,

I recently received an email stating that my Shopify store was permanently closed due to a violation of the Acceptable Use Policy (AUP). However, I am unsure what exactly triggered this decision.

My business sells fresh flower bouquets. We experienced a high volume of orders due to Valentine’s Day, but all transactions were legitimate, and we have never engaged in any prohibited activities.

We did not receive any prior warnings or notifications about violations, and our store was only promoted through Instagram and Google My Business. I have already submitted an appeal through the provided form, but I would appreciate any clarification on the specific reason for this action.

If this was an automated review due to increased sales, I would like the opportunity to resolve any concerns and restore my store. Please let me know what steps I need to take.

Looking forward to your response!

Store Name: Maison d’Fleur

Ticket ID:

3a9d8aea-974a-4957-8a1f-4f625c91bc69
2

did they hold you your funds ? i got same and they are holding my money and not replying to any form that ive sent , it’s soooo disappointing

3

Yes, we had the same issue. We got reply after 10 days. Our store is restored now and fund was available by the end of the day when it was restored. The best you can do is to follow up them every day and consider other platforms. We considered Go Daddy or Squarespace. As for us, we decided to stay with Shopify as our website was restores the next day after we asked support to unlock our domain to purchase it through other platform. But if the same issue happens we will definitely switch to GoDaddy (their Trustpilot reviews the way much better, they at least have good support)

1 Like
4

thank u so much !