Why is my paid store still inactive and unavailable?

[USER000]

IT SAYS THAT THIS STORE IS UNAVAILABLE. PLEASE FOLLOW UP MY TICKET ID 32782816. I DON'T KNOW WHAT IS THE REASON WHY IT SAYS INACTIVE WHILE I ALREADY PAY THE PLAN.  WHAT HAPPENED TO THE MONEY IN SHOPIFY PAYMENTS? I CAN'T ACCESS OR OPEN THE STORE. THIS IS FRUSTRATING! 

[Emily]

Hi, @USER000. 

Thank you for reaching out and providing that information. I am sorry this is causing you frustration. 

Did you receive any communication from us regarding why your store is not accessible? The best thing for you to do would be to wait to hear back from our team. I cannot access store-specific information through this community forum so waiting for a reply from our Support Team is the best thing to do. They should get back to you within 24 hours.

Please let me know if you have any further questions! 

Talk soon,

[USER000]

I already reached out but there is no progress regarding the store I still have two other store which is also experiencing the situation and stating the store is unavailable the ticket id are 32779428 and 32765321. Both are saying that the store is being lock by risk management and asking me if I have received any email but when I checked the email I don't see any email regarding locking my account. This is frustrating because I am losing money and the money in shopify payments are not reflected. I am planning to switch to another e-commerce platform because of what happened. Please don't make me do it.

[Emily]

Hi, @USER000.

Thank you for reaching out and providing that information. 

You will need to wait for the escalated team working on your ticket to respond to you via email. This can take some time for them to dive into your store and solve any issue or gather the information they may need to open your store back up. I recommend waiting 48-72 hours for a response. 

Please let me know if you have questions. We appreciate your patience with this. 

[USER000]

Jamelia (Shopify)

Sep 6, 2022, 12:21 EDT

Hello there,

Jamelia here from the Risk Operations Team at Shopify. We are writing to you in regards to your account 

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 2022-12-27 (111 days).

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,

Jamelia
Risk Analyst | Shopify

Your ticket ID is 32789285.

Questions:

1, Does this mean I am ban in using shopify even if I will create another account ?

2. How can I know respond to the chargeback?

3. How can I know how much balance do I have?

4. Why I am not allowed to see the account?

5. What should I do?

[Emily]

Hi, @USER000.

Thank you for your response.

It would be best for you to reply to the email you received with those questions as I do not have access to this information and the risk team is the best to ask. 

Take Care, 

[USER000]

Hi, I still need help. I want to know the reason why you told me to select another e-commerce platform because tbh I don’t want to switch to another platform.