Hi, my friend sells yarn. Shopify send her a warning that she makes gambling product… She dyes yarn and the colour is based on a picture and in the title of the product it says Mystery colour. She doesn’t speak english well, and doesn’t understand what documentation she has to provide. Can someone help? Shopify wants to close her shop in 2 days?!? Is there a phone number to get help??
Topic summary
A yarn seller received a warning from Shopify threatening shop closure within 2 days because her “Mystery colour” yarn products were flagged as gambling. The seller hand-dyes yarn in colors based on pictures, but the “mystery” terminology triggered Shopify’s automated policy filters.
Recommended Solutions:
- Reword product titles to avoid gambling-related triggers (e.g., “Personalized Color,” “Random Color,” or “Surprise Color Yarn”)
- Clarify in descriptions that colors are artistic interpretations of specific images, not random chance-based
- Contact Shopify support in the seller’s native language as a priority
- Use live chat support available through Shopify’s Help Center
Domain Ownership Concerns:
If the domain was purchased externally, it belongs to the merchant. If bought through Shopify, the seller should immediately begin the transfer process to minimize disruption in case of shop shutdown.
Business Continuity:
The seller should prepare to potentially migrate to another platform if Shopify doesn’t accept the clarifications, as platforms can aggressively enforce policies even when human judgment might differ.
If possible get ahold of support that speaks the same language as a priority.
The “Mystery” may be implying that someone pays money for a potentially unknown product.
In general a platform is not your friend in this regard and may over aggressively apply a policy and has the last say in what it deems to be gambling, and thats’ even if a human is involved it could all be automation bots.
In the end they may need to change the title to something like “Personalized Color” or “Random Color” or some other phrase that wont trigger the policy foolishness.
As a matter of business risk management your friend be prepared as a business to move platforms if no understanding is reached.
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Thank you so much for your answer!
Does she keep the domain name if she can’t work with shopify anymore? I’m sure they can reach an understanding, but she is worried…
If a domain is bought externally it belongs to the merchant.
If the domain was bought through shopify see this doc
https://help.shopify.com/en/manual/domains/managing-domain-ownership/transferring-shopify-domains
Find a new trusted domain provider then contact shopify support for guidance for that process if confusing. Begin the process as soon as possible if facing a store shutdown to minimize disruptions due to loss of domain name control.
While purchasing a domain through a single platform can speed up setup time , all your eggs should never be in someone else’s basket.
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That sounds super frustrating — Shopify’s system probably flagged the “Mystery” aspect as a “chance-based” item, which can sometimes trigger gambling-related filters, especially if there’s no guarantee of what the customer is getting. It might help to reword the product title to something like “Surprise Color Yarn (Inspired by [X Image])” and clarify in the description that all colors are hand-dyed and based on a specific photo or palette — so it’s artistic, not random.
As for support, Shopify doesn’t offer direct phone calls unless you’re on certain plans, but your friend can try:
- Or contact them via the live chat (scroll to the bottom of the Help Center pages).
Hope it works out!
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