So i released my collection yesterday for my brand COZYBOYZ Studios and my store was running smooth, I checked it before I went to sleep around 12 AM ET, when I woke up next morning around 7 AM it says my store has been closed with no reasoning, I had people who ordered on release day and want to know am I going to receive my funds so I can complete the orders
Topic summary
Online store for COZYBOYZ Studios closed overnight after a collection launch, with no stated reason, preventing the owner from accessing orders and funds.
Support on the forum cannot authenticate accounts and directed the owner to log in via the Help Center to reach a Support Advisor and verify ownership.
After contacting support, the owner reports being told the store is “probably done” and asks whether existing order funds will be paid out or refunded to customers. A screenshot of the support response is attached and central to understanding support’s stance.
Additional issue: attempts to create a new store fail—credit card cannot be used and the session auto-logs out—suggesting potential account/payment restrictions.
Status: unresolved. No confirmed reason for the closure and no clear resolution on payouts vs. refunds for placed orders.
Key action items: authenticate via the Help Center; request specifics on account closure, payout/refund handling for existing orders, and why new-store setup/payment is blocked. Open questions remain on cause and financial processing.
Hey @COZYBOYZ .
Thanks for reaching out.
I am sorry to hear about the difficulty with logging into your online store! I can certainly understand the importance of accessing your business to check on the orders and assist your customers. In this case, since I cannot authenticate you for the online store over our Community forums due to the sensitive information that would need to be shared - I am unable to look into the specifics of the account.
With that being said, we will need to verify you as the store owner in order to discuss the store in question. With that being said, would be best to login to your store using our Contact Us page to speak with a Support Advisor about the situation. Once you successfully login to the store, you will be directed to our Help Center - type in what you would like in the search bar to locate the option to Get Support under the search results. This will allow you to view our supported channels to reach out.
Let me know if you have any questions
so I contacted support and they said this, at this point the store is probably done, I just wanna know am I going to receive the funds for the orders placed or are they going to be refunded because it’ll be ashame if I have to explain to the customers that the funds were lost because of a shopify error
and I tried to make a new webstore but for some reason I can’t use my credit card for some reason then after that it automatically logs me oht, this is so unfortunate.