Violation of Shopify's Acceptable Use Policy (AUP)

Shopify Discussion

Topic summary

A Shopify store owner reports their shop was unexpectedly suspended but cannot identify which Acceptable Use Policy rule was violated despite thorough review.

Documentation Provided:
The merchant submitted extensive verification materials including:

  • Company registration and EIN
  • Legal representative’s passport
  • Product certifications (EN71, Certificates of Compliance)
  • Warehouse and product photos
  • Trade contracts and rental agreements
  • Utility bills and social media profiles

Current Status:

  • Appeal submitted via email (Ticket ID: f4c3758b-ad4a-469d-a2f3-5711c88252f4)
  • No clear response or meaningful feedback received from Shopify support
  • Store was suspended during preparation phase for advertising and sales

The merchant seeks community insight or Shopify staff assistance to understand the suspension reason and receive guidance on resolution. The issue remains unresolved with no explanation provided.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Dear Shopify Community,

I am facing an issue with my Shopify store being suspended, but I am unsure which specific rule I violated. I have reviewed the AUP thoroughly and still cannot identify the violation. I have invested significant time and money into this business and was in the process of preparing for advertising and sales when my store was unexpectedly shut down.

I have already reached out to Shopify support via email and submitted an appeal, but I have not received a clear response. I have provided sufficient materials to demonstrate the legitimacy and compliance of my business, yet I have not received any meaningful feedback.
The materials I have submitted include:

Company registration information and EIN (Employer Identification Number)
A copy of the legal representative’s passport
Product EN71 certifications and Certificates of Compliance
Photos of the legal representative with the company’s products
Photos of the legal representative with the company warehouse
Trade contracts
Rental agreement for the actual operating address
Utility bills (electricity, water, and gas) for the actual operating address
Screenshots of our YouTube and TikTok social media profiles
My Ticket ID is: f4c3758b-ad4a-469d-a2f3-5711c88252f4.

I hope that members of the community or Shopify staff can help me understand why my store was suspended. I am eager to receive a prompt reply and further guidance on this matter.

Thank you for your attention and support, and I look forward to your assistance!