Handling your Shopify store termination
If your Shopify store has been terminated, then it's important to understand why this happened and how you can address it. This page provides information on the reasons behind store terminations, the process to appeal such a decision, and useful steps to follow if you find yourself in this situation.
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Common reasons for Shopify store termination
Experiencing sudden deactivation or termination of your Shopify store can raise several questions such as "Why is my store inactive?", "Why is my store deactivated?", or “Why was my store terminated?”. It's crucial to understand the common causes that could lead to such situations.
Shopify's commitment to safety and compliance
Shopify is dedicated to ensuring a safe and reliable shopping environment for all users. Adherence to Shopify Terms of Service and Supplementary Terms for E.U. and U.K. Merchants is essential. Violations can lead to the termination of your store, which are commonly based on:
- Engaging in fraudulent activities
- Using Shopify to do something that’s illegal where you do business
Notification and rectification
In events leading to termination (except in exceptional cases), Shopify sends an explanation to the Store Owner's registered email address. Store Owners have the right to appeal the decision by following the guidelines provided in the email communication.
Proactive steps to avoid termination
To avoid disruptions and to ensure uninterrupted service:
- Thoroughly review and adhere to the Shopify Terms of Service, Supplementary Terms for E.U. and U.K. Merchants, and the Shopify Acceptable Use Policy.
- Regularly update any changes in your business or operational model that might affect compliance with Shopify's policies.
- Engage promptly with any inquiries or warnings from Shopify regarding potential violations and address them immediately.
The store termination process
When a potential violation occurs, Shopify may attempt to reach out to the Store Owner by email to clarify and rectify the issue. Non-response or failure to adequately address the concerns within the given timeframe may lead to the store's termination. Occasionally, stores may be terminated without prior communication if the issue is severe.
For example, if the message "There’s a problem loading this page" displays or if you're asking "What's the problem? I don’t understand why my store is down," then it’s likely that you have missed an email from Shopify. Here's how the termination process generally takes place:
- Initial communication: Shopify sends an email to the Store Owner explaining potential violations and asks for a response to clarify or rectify the issue.
- Response required: If there is no satisfactory response within a given period, or if the issue raised is severe, then the store may be terminated.
- Termination: Failure to address concerns may lead to your store being shut down. If your store is terminated, then you will receive an email notifying you of the termination.
How to appeal your store's termination
If you receive an email stating that your store has been terminated or is at risk of being terminated, then it's important to review the instructions in the email that you received. These instructions will guide you on the next steps to take or provide additional information about your specific situation.
Steps:
If you're thinking, "You closed my account, but I don’t understand why,” here's how you can respond:
- Locate the termination email: Find the email that you received from Shopify that notifies you of your store's termination. You can locate the email by searching “Ticket ID”.
- Follow the appeal link: Click the appeal link provided within the email.
- Complete the appeal form: Provide explanations and any supporting documents that show your store’s compliance with Shopify’s policies.
- Submit the appeal: Ensure that all information is correct and submit your appeal for review.
Appeals are reviewed manually, and a response will be sent to the Store Owner email. This review process takes time to ensure thoroughness. If your appeal is successful, then you may need to select a new subscription plan to reactivate your store.
What to expect after submitting an appeal
Upon successfully submitting an appeal, Shopify will conduct a thorough review of your case. This process includes:
- Review of submitted documents: Examination of any documents or explanations submitted.
- Decision making: A decision made based on the comprehensive evaluation of your appeal.
- Notification: A response detailing the outcome of the appeal will be sent to the Store Owner email.
If your appeal is successful, then you may need to select a new subscription plan to reactivate your store.
Additional resources
For more information and to ensure you're operating within Shopify's guidelines, review the following resources: