Violation of Shopify's Acceptable Use Policy (AUP)

Shopify Discussion
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We purchased the Shopify Advanced Plan for our brand, Bebekhouse, which sells baby and children’s products in Turkey. We operate through two physical stores in Ankara, the capital of Turkey, and an e-commerce website. Two months ago, we started the integration process with the ERP system we use in our stores. First, we transferred our products, and when we moved on to testing the order transfer, our service was suddenly suspended two days ago due to a Violation of Shopify’s Acceptable Use Policy (AUP).

There was no prior warning, and we were not aware of any policy violations. We were simply notified via email that our store was shut down.

Our website, www.bebekhouse.com, receives over 10,000 visitors per day, and we encountered this issue before even going live on Shopify. If this had happened after launching, it could have caused significant financial damage to our business. Even if our account gets reinstated, there is no guarantee that it won’t happen again in the future.

More importantly, Shopify Support has been unhelpful. We have opened a support ticket, emphasized the urgency of the issue, and filled out the form mentioned in the email. However, when we ask when we will receive a response, we are given vague replies like “it depends on the workload of our teams.”

As Bebekhouse, we are a highly reputable business with a 4.9-star rating on Google Maps and a 4.8-star rating on Google Shopping reviews. Below, you can find links to our reviews. Additionally, we are the official distributor in Turkey for globally renowned brands such as Carter’s, Skip Hop, and Mayoral.

We have seen many similar complaints on Shopify Community, with some users mentioning that they waited for months without a resolution. We have filled out the form, emailed support@shopify.com, and contacted three different live support agents, but we have not received a solution.

Has anyone faced this issue and managed to resolve it quickly?

Store Location Reviews: Bebek House Yorumlar
Google Shopping Reviews: https://www.google.com/storepages?q=bebekhouse.com&c=TR&v=19&hl=tr
Instagram: instagram.com/bebekhouse
Facebook: facebook.com/BebekHouse

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Maybe you are lucky. Shopify is an endless headache for store owners. Had we known we would never have used Shopify… Now, after spending hundreds of hours putting things together, we’re stuck with it. You’ll probably find a much better platform to create your shop on.

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Hello,

We chose Shopify because we believed it would offer more professional and technological solutions. However, their support is incredibly slow. You’ve spent weeks working on the integration between your ERP and Shopify, you’re finally at the finish line, and you’ve invested in this process. And then—boom! Your store is shut down.

The response from support? “Be patient, all our teams are working for you right now, and you’ll receive a response within three business days.”

And did you get a response? A big NO.

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