About 4 days ago the shopify legal team sent an email stating that my account will be terminated in 5 days due to listings that contain copyright or trademarks. They said to respond to that email if I would still like to keep my account. So I removed all listings that I thought could have included a trademark and replied to that email that I did so. It been 4 days trying to contact them since and still no response on to where my account stands. It’s very frustrating and stressful. I even tried calling shopify support and they said they will 100% respond to me and that they shouldn’t take my account down but they are not able to contact the higher team. I only have one day left of the 5 day notice but still no response!! I have emailed them several times just hoping for some type of response but nothing. I don’t know if I should just assume they won’t take down the account like the shopify support said or if I should start moving my data to another platform. I also have a shopify business card with all my funds in it and am not sure If i will even have access to that card and funds once my account is terminated. The legal team has been VERY difficult to work with and it’s so disappointing and stressful. Does anyone have advice on what I should do or have been in this situation before?
Hi, @girlyblaze .
Greetings, and thanks for posting to the forums.
I appreciate how frustrating and stressful this situation is for you. I wish there was some additional support I can provide. Unfortunately, due to our strict authentication policy we cannot access direct accounts via the Community Forums.
That being said, I assure you our legal team will respond. Their current queue is quite substantial which is why there is a 3-5 business day turn around for a response. Please note, this doesn’t include weekends. Additionally, the time frame provided by our team also does not include weekends. You should be hearing a response early in the coming week.
I received an email from Shopify’s legal team in the early morning hours of 10.19 about the infringement involved and that I needed to address the infringement and respond to the email within one business day. We quickly removed the infringing theme, replaced it with a new one, and responded to the email within 8 hours, but still closed my store on 10.20. Is this a reasonable action to take? We merchants trust you to choose Shopify, you told me about the infringement, I followed your standards to rectify it, but you didn’t process our request and just shut down our store, does this seem unprofessional? Unregulated and illegal?
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you have the right to notify us of infringement, we follow the requirements of rectification, you continue to shut down the store, which is not legal behavior.
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you take too long to deal with things, we merchants can only wait for your office hours to reply (and not necessarily solve), the customer service team is very professional and patient, your legal team is the real party to deal with the problem, but you are in “offline”, which is unprofessional behavior.
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I am not the only merchant facing this problem, all of us merchants have nothing else to do but wait for you to reply, “online”! There are many negative comments about your legal team on the search results, you will lose the users who have trusted shopify if you don’t defend it with care, if this time your legal team doesn’t give me a reasonable explanation and doesn’t handle the issue properly, I will permanently quit the shopify platform and inform my friends, my social circle about the problems I have experienced!
Did you ever get your problem resolved? We have a similar situation, were told we had copyright items, removed them right away and Shopify disabled our web site anyway. It’s been one week and I’ve been emailing them every day and getting no response. Very frustrating!
Was this fixed?