Shopify store suspended — how to appeal a risk or policy hold
To resolve a Shopify store suspension or payments hold, reply to the notice from the risk or Trust and Safety team with the exact documentation requested — typically supplier invoices, proof of fulfilment, business registration, and identity documents — plus a short written explanation of your business model.
| Where to appeal | Reply directly to the risk / Trust and Safety email |
|---|---|
| Deadline | Respond within the window in the notice; holds extend otherwise |
| Typical response | Days; document verification extends it |
| Most common cause | Chargeback rate, high-risk category, or unverified fulfilment |
| Best evidence | Supplier invoices, tracking exports, business registration |
Why Shopify stores get suspended
Chargeback or dispute rate
Disputes above the payment-processing threshold place Shopify Payments under review.
Acceptable Use Policy category
Products falling into a restricted category under Shopify or its payment partners.
Unverified fulfilment
Long shipping times or missing tracking triggering risk review, common with dropshipping models.
Business or identity verification
Routine KYC checks requiring registration and ownership documents.
Intellectual property complaint
A rights holder filed a DMCA or trademark notice against store content.
How to appeal, step by step
- Reply to the exact email thread. Risk reviews route by ticket. Starting a new support chat creates a parallel case that delays review.
- Send the specific documents requested. Partial submissions restart the clock. Send the complete set in one reply.
- Explain your fulfilment model plainly. If you use suppliers with long lead times, say so and show how customers are informed before purchase.
- Show the chargeback remediation. Tracking uploads, clearer shipping disclosure, and responsive support are the operational fixes reviewers look for.
- Keep the store live where possible. Deleting or rebuilding the store mid-review generally removes the evidence the reviewer needs.
Draft your Shopify appeal now
Answer three questions and get a formal letter built around the exact policy cited. Preview it free.
Write my Shopify appealWhat to include in the letter
- Your store URL and the date of the hold
- A plain description of what you sell and how it ships
- Supplier invoices and tracking exports
- Business registration and ownership documents
- A clear request to release the hold or restore the store
What gets appeals rejected
- Opening a parallel support ticket
- Sending documents piecemeal across several replies
- Rebuilding the store on a new domain mid-review
- Disputing the chargeback rate without an operational fix
- Threatening to move to another platform
Frequently asked questions
Why did Shopify put my payments on hold?
Most commonly a chargeback rate above threshold, a restricted product category, or unverified fulfilment with missing tracking. The notice names which applies.
How long does a Shopify risk review take?
Often several days once the complete document set is received. Partial submissions extend it significantly.
This guide is general information, not legal advice, and Reinstated is not affiliated with Shopify Inc.. Appeal routes and deadlines change — verify against Shopify's Acceptable Use Policy before you submit.