Is this a legitimate email from Shopify?

Solved
HotHeadstalls
New Member
1 0 0

I’ve at some times received scammy emails  fake emails trying to be Shopify’. But I’m not sure is this one is legitimate. Any help or recommendations? I can’t have my store shut down. It’s the sole income for my husband and I.

email is from 

risk-management@shopify.com

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Accepted Solution (1)

Accepted Solutions
Shay
Shopify Staff
522 86 101

This is an accepted solution.

Hi everyone! Thank you again for all your feedback on this topic. Please continue to add it to this thread and I will make sure to add a like to your feedback to let you know that it has been received. I fully support the idea of adding these communications into the admin as well and I hope we can make that happen. 

To help with any confusion surrounding tickets of this type, the ticket ID for many of them will be formatted like this:

XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX (8/4/4/4/12)

It will be a mix of letters and numbers and is different from the tickets numbers you would receive from our standard support. Our standard ticket numbers are only numerical and are around 8-10 numbers long. Tickets that match the format above are handled by a separate team and our live support doesn't have direct access to the content of these tickets. With the ticket number they should be able to confirm though if this ticket is legitimate. 

I am going to mark this response as the "Solution" so that other merchants in a similar situation can find this information easier. Please continue to add your feedback to this thread and I will make sure it is passed along on your behalf. 

Shay | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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Replies 46 (46)
Darkruler
New Member
5 0 0

I received this email this AM and shopify chat confirmed mine is real. It has the exact same wording as yours. I actually made a post about it and another seller also said they received it.

LoriJean67
Tourist
10 0 2

I received one also.  I sent a screenshot to Shopify Support and I'm waiting for them to confirm it for me.  I'll post as soon as I hear back from them.  

LoriJean67
Tourist
10 0 2

I received confirmation that the email sent is in fact sent from Shopify.  

Sjstyles
Tourist
4 0 1

I received the same thing as well. Working on how to handle it. I was wondering if this is an automated message if a store is opened for a certain period of time. When did you first launch your shopify store?

LoriJean67
Tourist
10 0 2

I've had my website for almost 4 years now.  

Sjstyles
Tourist
4 0 1

Wow. Iv had mine for 2. What are your possible plans of action here? 

LoriJean67
Tourist
10 0 2

I had a few products that I thought were borderline infringement so I will just remove them.   The Attestation for the sale of branded or trademarked products link in the email goes to a form you need to fill out.  For me I will just check off that I have deleted the products.  If you have documentation that you have the right to sell branded products then you would have to show them proof of that.  

Sjstyles
Tourist
4 0 1

Ok, very interesting. Do you others that went through the rest of the process? And know what the end result was? (Meaning is this a shopify PAYMENTS issue, or selling on shopify altogether?)

LoriJean67
Tourist
10 0 2

I don't think it has anything to do with Shopify payments.  Either someone reported your website or Shopify stumbled upon it and noticed that the item you are selling is branded with a trademark.  They want to make sure that you are authorized to be a distributor for that product.  If you are not then legally you are not allowed to sell it and the item has to be removed.  That's how I understand it.