So I have a ticket with support as to why my store is inactive. I have received an automated response then another from an agent saying there is an issue and it will be addressed and it has been escalated. I have no sales no orders yet but I know nothing on my end is fraudulent. I’m giving the weakest possible time frame ever that I can expect a responsive. Clearly no reassurance that things will be resolved only addressed and the knowledge there is an issue.
I paid a whole year just basic but a year. I can only imagine if I had orders how I would not be able to fill them. I intended to sell my own goods but I still need the orders so I can pack them and ship them. I reached out via live chat once before only nothing was helpful however she was polite. I figured it out on my own. I did some research as I was twiddling my thumbs and pondering what might be wrong in my set up that I can’t see because I’m locked out of my store I paid the lease on for a year.
I became aware that there seems to be an issue with people getting locked out and not let back in .
I pride myself on customer service . I don’t do large quantity but I do quality and all my customers matter. I’ll do as much as possible to ensure they are happy with their purchase as well as their customer service should they require it. I’m wondering if this is a weird thing that has happened to me and not the norm or more likely the way your experience is set to be should one problem arise while having a store with Shopify. I don’t want this to trickle down to my customers. Does anyone have Any advice here?
Hi there, @joyzjemz !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!
With regards to your inquiry, it is a great thing that you have an ongoing ticket with one of our internal teams and that it has already been escalated for further investigation. I definitely understand the need to resolve this sooner rather than later but I hope that you can take comfort that the matter is actively being looked at. As soon as they are able to come up with next steps, they will inform you of these moving forward. All of these reviews/holds are all private as well and are kept on the back end of your store. This situation will not affect your storefront or customers whatsoever.
Moreover, pauses and reviews on stores are very common especially in the early stages. Our teams are constantly reviewing stores and the account owner’s documents to ensure we are all abiding by the guidelines of the platform and the services that we work with.
If enough time has passed however and you still have not received word from any of our teams about this matter, feel free to respond again to that ongoing ticket that you have with us. That is your direct line to the team that is handling this matter for us. We definitely understand your inquiries but we also appreciate your patience and understanding during this time for our processes here at Shopify.
Please do let me know if you need further assistance regarding this matter.
Same issue here and Shopify support is nowhere to be found! Did you get your store reactivated? I just opened a new store and it was shutdown right after I chose a payment plan and paid for the first month (3 days before the trial was going to expire). Reached out to chat support 3x today, emailed them 5 times, and haven’t received a solution yet. I’ve been using Shopify since 2016 and I’ve never encountered this before and I have no idea why they are suddenly shutting new stores down.