Shopify’s Risk Operation Team

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Tourist
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I’ve always spoke so highly of Shopify until today . Unfortunately , I will be forced to take my business elsewhere . I usually use Stripe as a payment processor considering that I’ve had friends that spoke so negatively about Shopify’s Payment Processor and their funds always being held on hold . However , a few days ago I spoke to a Shopify Representative and they asserted me that the hold that most people are placed on is normal as it is a standard review done by Shopify to get customers to provide more information. 
WELL .....

Today was like the end my business ( BornFemales.com ) met ! After seeing that my account was placed on hold last night I contacted support and got a follow up email saying that I should provide additional documents for my business .... thinking that it was just a “standard review” I gladly provided my documents , did I mention that I paid my $29 monthly bill yesterday for a new cycle ? Few minutes after providing my documents I tried to access my account because my customers notified me that they weren’t able to get on the website...

I WAS LOCKED OUT OF MY ACCOUNT .... 

Confused and frustrated , I checked my email to see why I wasn’t able to access my account and neither were my customers (bare in mind that when my funds were on hold by Shopify Payments , their verbatim mentioned that my payments wouldn’t be affected) . I didn’t get an email , update or anything of the sort so ofcourse I contacted Shopify support again . 
The first representative said she spoke to the accounts team and they wanted to talk to me via email so she’d escalate the chat over to them . 
Barely relieved, I awaited an email from the accounts team . 2 hours later and I haven’t gotten an email so I contacted them again , this time another representative told me that it is normal for accounts to become unavailable while they do their standard review so I felt relieved. 

I awaited my email from the accounts team patiently because I assumed they’d have reviewed my account in a few minutes and it would be ready for my customers and myself to access it again ! 
Lord knows I waited patiently ..... it’s now 12 hours later , I’ve contacted support 6 times , everyone provided me with different information and I’m yet to receive an email from the Shopify Risk team . I don’t even know why my account was escalated to the “Risk team” ! Upset is barely a word to describe how I’m feeling and I will definitely be taking my business elsewhere as this is highly unprofessional and unacceptable. You log me out of my account and left me in the middle of the ocean to swim with the sharks ? I feel like this risk team is the end that my business will meet!

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Tourist
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This is an accepted solution.

After hours of waiting and speaking to atleast 7 Shopify Customer Service Representatives about why my payment was on hold and I was unable to access my account I finally got a worthless piece of email from a Shopify guru, here’s what he said: 

Hello there,

Finn here from the Risk Operations Team at Shopify. We are writing to you in regards to your account bornfemalesco.myshopify.com 

This email is to inform you that after reviewing your information and website we believe your business presents a level of risk that we will be unable to support with Shopify. I know this is not ideal, however we won't be able to help with your business.

At this time since Shopify has been deemed not a good fit for your business you will need to research other e-commerce platforms to find one that will be suitable. Regrettably we are not able to make recommendations to merchants.

Additionally, our banking partners determined that there was a high risk of chargebacks for the orders that were placed and have placed a 120 day reserve on the account. If there are no chargebacks in this time the full amount will be released to the bank account on file on 2020-11-06.

Please note that your last month's subscription and or domain you purchased has been refunded to the credit card used at the time. It might take a few days for refunds to show on your credit card statement, depending on your bank's processing times.

Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Once an account has been declined the decision is final.

Thank you and I wish you all the best with your business going forward!

Kind regards.

 

I had so many orders to fulfill and send out to my customers and now my account is closed out and deemed “high risks” as well as my funds will be held captive for 120 days by Shopify ? Worst part is , my funds are needed to pay my virtual assistant , pay my bills and order ingredients to make more products . I spoke so highly of Shopify until

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New Member
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I have a similar story like you and also my shop is closed. The risk team never told the reason and how to fix it.

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Tourist
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It’s so frustrating and now my money is still held on reserve . 

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