Why is my handmade product store suddenly unavailable?

Shopify Discussion
1

Hi there,

My store kat-koil.myshopify.com is no longer available and i don’t understand why.

For the last week i have a message on my store telling me to send files that proof that i am a authorised reseller but everyting i sell is handmade by me.

I sell custom coiled cables for keyboards and can proof i make them myself with everything i have at home to do it.

Shopify don’t reply to me, and when i send a message telling that i don’t resell stuff all it does it’s make appear that message again on my store telling me to send proof that i have the autorisation to sell other brands stuff.

I make my living with this store and this is beyond frustrating !

Please help.

(Sorry for my bad english)

1 Like
2

Hi there @katrina11 !

Sorry to hear you’ve encountered this difficulty.

If you have been contacted by one of our teams outside of support about your store, we wouldn’t be able to access your case with that team or comment on any requirements there.

My advice would have to be to reply to your existing contact on this issue, so you can make clear that you feel this has been issued in error.

It can take longer to hear back from these escalated teams, so just sit tight and wait for an update there.

If you’re not getting any response or updates from the team there at all, let me know and I can double-check to ensure your query is in the right place for attention.

All the best!

3

Everything was fine for two years, and there is A LOT of poeple making the same cables as me in the EU.

But last week i tried to enable shopify payements, i should never have done that because the message only appeared after that.

4

Thank you Don,

I already reply the contact 3 times and still nothing.

Two times by telling on the alert on shopify that everything is handmade without a reply.

And one time by mail, without a reply too.

5

My experience with Shopify is always excellent. What vendor are you listing on your products?

6

That’s great and i’m happy for you and i was not having any problem for 2 years and was happy too.

Like i told, i make the products i sell myself i’m an artisan.

So me.

7

Hi again @katrina11 !

Thanks for getting back to me here and letting me know you had already reached out for support.

When you reached out via email, would you have been sent a support ticket number to confirm your contact and, if so, would you mind sharing it with me here so I can take a look to ensure it’s in the right place?

We’re not able to comment on account or support ticket matters from here publicly, but I can ensure your contact has been forwarded to the correct team for you to get more info on this.

I look forward to checking this out for you!

8

Hi Don glad to hear from you again !!

I already reply to the email send to me friday the same day, since then i have not have any reply back.

My ticket number is faeb1ecf-5b77-420b-b6c5-b47750217408 and my store is still down.

Thank you very much for your effort on this situation.

9

Hi again @katrina11 !

Thanks for getting back to me here and for sharing that ticket number.

As this case is being handled by a team outside of support, I’m not able to view tickets in that system.

Not to worry though, as if you have been put in touch with that team then they’ll be getting back to you there by way of a reply to that email.

I understand you’re hoping to get an update on this and reopen your store again as quickly as possible.

Rest assured that your query is in the right place with the right team, and will be handled in the order it was issued.

It can take longer to hear back from these teams, due to their workload and their requirement to use secure email processes.

Let me know how it goes!

1 Like
10

Hi Don,

Yes they reply to me yesterday night.

I meet their exigences to re open the store again.

I hope to have a reply back real soon.

11

Hi again @katrina11 !

Thanks for getting back to me here and for letting me know you were able to get a reply there.

That team will be able to field any queries you have and outline any requirements they may have about your store.

All the best!

12

Hi Don,

The store is now up again, thank you for everything !!

I can close the topic now, again thank you.

13

We sell crystals and put the name of the company as the vendor. Might
adding your store name as the vendor address the issue?

14

Hello, my store is also unavailable and i have no clue why. Ticketnumber: 38944991

15

Hello Don.

My store also crushed. The error message is “This store is unavailable.”

cassbrannen.myshopify.com

16

Hi there, @kramar96321 !

Could you check to see if you have been contacted by any of our teams about the status of your store?

I’d recommend you look in your account owner email address (including in any spam or other folders) to see if you’ve been contacted already.

If not, you can reach out via our Help Centre here, where we’ll be able to forward your query for more information as appropriate.

All the best!

17

Hello Don.

My store also crushed. The error message is “This store is unavailable.”

Can you help me with that please?

18

Hi there, @Strnad !

Thanks for reaching out here and for sharing your store link.

I was able to visit that domain from my location and can confirm there is no store online there currently (though I was not able to understand the language used on that site).

As such, I would refer you to the advise I have been sharing previously here.

That is to check for any contact email from our teams about the status of your store in your account owner email address, including in any spam or other folders.

If you have not been contacted by our teams about your store, you can reach out for account support via the Help Centre here, where we can escalate your query as necessary.

All the best!

19

Hi Don, thanks for your reply.

Shopify blocked my site because I didn’t send them authentic verification reseller documents by a certain date.
I replied to their notification email 4 days ago and attached all the documents they needed to the email.

But I’ve been waiting for 4 days and no one has answered me without any response.

Can you help me speed up the wait? They wrote to me that if I don’t send it to them by December 8th, they will block my website forever. But I sent them the documents a long time ago and I don’t want them to ignore me and lose my website.

I’ve been building my store for 9 months, so I don’t want to lose all the work I’ve done.

Please help.

Many greetings,

Martin