Violation of Shopify's Acceptable Use Policy (AUP)

Shopify Discussion
1

Dear Shopify Community and Support Team,

I am writing to seek urgent assistance regarding the suspension of my Shopify store. Despite my best efforts to comply with all guidelines, my store was unexpectedly shut down, and I have yet to receive a clear explanation or resolution, even after waiting for nearly a month.

I have thoroughly reviewed the Acceptable Use Policy (AUP) and cannot identify any specific rule that I may have violated. My business is fully legitimate and compliant, and I have already submitted an appeal along with extensive documentation to demonstrate this. However, I have not received any meaningful feedback or updates from Shopify support, leaving me in a state of uncertainty and frustration.

Here are the materials I have already provided to Shopify support to prove the legitimacy and compliance of my business:

  • 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 have invested significant time, effort, and financial resources into building this business and was in the process of preparing for advertising and sales when my store was suspended. The lack of communication and resolution has caused significant disruption to my operations and plans.

I kindly request that Shopify staff or community members assist me in understanding the reason for the suspension and provide guidance on how to resolve this issue as soon as possible. A prompt response would be greatly appreciated, as I have already waited for nearly a month without any updates.

Thank you for your attention and support. I look forward to your assistance and a timely resolution to this matter.

2

Same happened to me!
I hadn’t made any sales in my store yet. I was setting up, looking for suppliers, etc. And this morning… BANG! Banned for AUP violation. What a joke!
There was absolutely nothing wrong with my store, it was a single-product store (eyelash extensions). Very simple, and straightforward.
I got banned to the point that I can’t even access my store again lol

3

You know what’s funny. I created a couple stores and only worked on one of them. I had my free trial and once my free trial was up, instead of giving me the opportunity to purchase a plan, they shut down every store I made. Even the stores I didn’t even do anything with. They give some bullbleep response saying “We have reviewed your account and determined that it is in violation of Shopify’s Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.” Even on a store I didn’t bleep do anything with. Looks like to me Shopify’s own blank stores violate their own AUP. For a store with absolutely NOTHING on it other than the dawn theme that isn’t touched, you think they would open it back up because its their own bleep layout. They don’t care about small or up and coming businesses. They only care if you’re making millions and they’re feeding off your store. How are we going to get to that point of millions without starting in the first place. They only care about people such as Mr. Beast. If his store violated every bleep policy, they would open his bleep right back the bleep up. bleep you Shopify. Put some effort into your company.