Question 1

Why did Shopify suspend my store?

Accepted Answer

Shopify suspends stores for violating their Acceptable Use Policy (AUP) or Terms of Service. Common triggers include a chargeback rate above 1%, refund rates exceeding 10%, prohibited keywords in product listings, shipping latency over 5 days, identity mismatches on your account, or sudden spikes in order volume that trigger their fraud-detection systems. Reinstate monitors all 8 of these risk signals in real time so you can fix issues before Shopify's Trust & Safety team acts.

Question 2

How do I appeal a Shopify store suspension?

Accepted Answer

To appeal a Shopify suspension, you must submit a Plan of Action (POA) to Shopify's Trust & Safety team that acknowledges the specific policy violation, explains corrective steps already taken, and outlines preventative measures. Reinstate's AI Appeal Generator creates a compliance-optimized POA in 60 seconds — simply paste your suspension email and the letter is ready to submit.

Question 3

What is Shopify's chargeback threshold?

Accepted Answer

Shopify's internal chargeback threshold is approximately 1% of total orders. Once your dispute-to-order ratio approaches or exceeds this level, your account is flagged for review by Shopify's Risk Operations team and may be restricted or suspended. Reinstate alerts you the moment your chargeback rate enters the danger zone — typically days or weeks before any formal action.

Question 4

What is a Shopify Store Health Score?

Accepted Answer

A Shopify Store Health Score is a 0–100 composite rating that reflects how well your store complies with Shopify's Acceptable Use Policy and payment gateway risk requirements. Reinstate calculates your score by analyzing 8 key signals: chargeback rate, refund velocity, fulfillment latency, tracking coverage, order volume anomalies, keyword violations, identity consistency, and multi-store risk.

Question 5

Can Reinstate prevent my Shopify store from being suspended?

Accepted Answer

Yes. Reinstate provides 24/7 automated monitoring of the compliance signals Shopify uses to evaluate merchant accounts. When any signal enters a high-risk zone — such as chargeback velocity exceeding safe thresholds, prohibited keywords appearing in listings, or fulfillment latency spiking — you receive an instant alert with a recommended corrective action. Merchants who act on these alerts can resolve issues before Shopify's Risk Operations team initiates a review.

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