Why do businesses operating in compliance with regulations encounter indiscriminate risk control? Why didn't I get a single reply from the staff after I contacted them multiple times? Please provide clear directions for rectification
Dear Shopify official team:
I am a cross-border independent seller who strictly abides by the platform rules. I mainly sell ordinary mobile phone accessories (data cables, chargers and other conventional 3C products). All products comply with international trade standards and do not involve any contraband. Since the first application to activate Shopify Payments on March 1, 2025, the system has refused to activate it on the grounds of "high-risk business", and has submitted multiple appeals through backend work orders and customer service emails without receiving a reply.
The current contradictions and demands are as follows:
1️⃣ Business compliance is questionable
Our company has passed legal company registration and provides a full set of authentic documents including company registration certificate, director's identity certificate, and address proof (water and electricity bills);
The website content has been improved with privacy policy, refund policy, contact information (including physical office address), and preliminary operational data has been accumulated through Google Analytics and Facebook Pixel;
We sincerely request the official to clarify the basis for determining “high risk”: is the risk control triggered due to inconsistency in the submitted information? Or is there any violation of website content? Or are there other dimensions of risk that are not being told about?
2️⃣ The appeal channel is invalid
In the past week, I have sent multiple emails to support@shopify.com and tried to communicate through online customer service. I have not received a single reply and completely refused to communicate with the merchant;
According to the Shopify Terms of Service, merchants should have a transparent handling process for complaints and disputes. The current communication method seriously damages the rights and interests of merchants.
3️⃣ Industry common problems
In multiple cross-border seller communities (including official forums), it was found that a large number of compliant registered agency merchants encountered similar misjudgments in risk control and were forced to abandon the platform due to the lack of manual review mechanisms. This "one size fits all" strategy goes against Shopify's original intention of "empowering global merchants".
