All our Shopify accounts were closed in June, unprovoked, without any warning at all and without any explanation, just sent an email saying our stores are closed down.
Despite numerous email responses to the initial email (as suggested by customer support) and after contacting customer support to push for an answer, there has been absolutely no follow-up. We received a singular response from Legal saying we violated some Standards, but as we examined our stores we foundno such evidence. After even more emails to which we had no response asking clarification, we have been continuously ignored and Live Chat gives no solution other than waiting for a response to the email and according to them “there may not even be a response”.
We are European brand operating in China and we suspect this has been the reason for unsolocited store termination, which is highly discriminatory and unjustifiable.
Refusing to give a proper answer, having moved all live support to the help centre and having terminated any phone-communication, Shopify simply doesn’t allow any challenging of this decision or even any explanation.
Even with all lisences, always following regulations and having a team to examine everything we write on our website, we have been terminated without any reason and there’s not answer or communication.
Thank you for bringing this to the Community. Our Support teams, along with the Community Moderators are unable to comment on legal matters. Following up on the email you received from the ticket is the only advice we can provide.
Our Legal team does not guarantee a reply; however, we do reserve the right to terminate a store without warning as per our Terms of Service:
We reserve the right to modify or terminate the Services for any reason, without notice at any time. Not all services and features are available in every jurisdiction and we are under no obligation to make any Services or features available in any jurisdiction.
Depending on the situation, an explanation may not be provided as it would put our review process at risk. If our Legal team is able to provide answers to the questions you have sent, then they will follow up with you via email.
Perhaps you are legally authorized, however it is an unprofessional business practice. Through research, many shops have had the same issue, without resolution and the majority of them were not given the chance to review what they did wrong, if ever they did.
In our experience, once a client has paid for a product, the product breaks down and then there is no response, explanation or even a way to communicate and resolve the issue, it is commonly a swindling practice.
Not only that, it’s a practice that completely ignores the fact that if and ever it is your clients fault, it could very possibly be unconciously done, considering the language difference and the fact that not everyone’s mother tongue is English, or the fact that companies may be multi-cultural where not all employees have the same comprehension of English.
In any case it allows no space for improvement or change.
It’s simply something I fail to see as constructive or profitable.
But this is your own practice.
Perhaps it will not cause you issues.
Ofcourse acknowledge that any moderator has no authority to solve the issue so the above response it to simply transfer any complaints or feedback towards the responsible team. Thank you for your time.