Best way to contact Shopify Risk Operations?

[thomas6ach]

I'm running a successful store, but with my margins being a bit thin, the 20% which Shopify is holding as reserved funds ends up leaving me in the negatives.

My store was considered high-risk on July 6, when I had around 170 orders. My products I sell are not high risk, they are not similar to other brands, and they are not "unsafe." Now I have around 450 orders with only 2 chargebacks requested, which haven't gone through.

That 20% racks up very fast as a lot of my money goes to advertising, leaving me with margins of around 15%, and do the math, I end up losing money over time.

In summary, I can't scale my business as I'm labeled as high-risk, I'm losing money when I should be making money, and I don't see how my store would be considered high-risk in the first place.

[Maz · Accepted solution]

Hey, @thomas6ach!

Thanks for your post here in the Shopify Community.

May I ask if you received an email about your store being considered as high risk? If so, I would suggest replying to said email for an update and for more information concerning your store.

As much as I would love to be able to look into this for you, we're not able to provide account specific support from here ourselves, so that is the best place to get an update on your issue.

You can also reach out via our help center here if you have already asked for an update and not yet had a response.

Let me know if you have any other questions!

[ap786]

Hello @Maz 

I got here by googling risk operations shopify.com. My new Shopify store, which is still not set up, was blocked by Shopify's risk. I received an email from them on May 24 asking me to email them with some business-related content and utility bills, etc, for the last three months. I replied to the email and provided everything on the same day, May 24. Unfortunately, I have not heard back from them. In the last three days, I have replied to the same email, asking for an update or any reply if they need more information. Unfortunately, I have not received a reply, and it has been a harrowing and lousy experience so far. I have another Shopify store up and running, and with that, I have not experienced such bad service. I would like you to do something here for risk-operations @ Shopify to pay some attention to me. Thank you very much! 

[Doun]

Same here! I have already sent multiple emails to the risk operations team and I haven't received a response for almost two weeks. It's really frustrating.

[rygee]

The same is happening to me – it's ridiculous at this point.

[cybern]

Have you recieved an email yet? same thing is happening to me

[Doun]

Yes, after many emails and contact with support, I finally received a response with:

Hello,

This email is to inform you that after reviewing the information provided to us, we have reinstated your account.

[Bella060]

you‘re lucky, no response to me

[cybern]

how long did it take?

[thomas-huhuhu]

one month or more than that

[Armen]

Is anyone else having this issue? Shopify removed my Shopify Payment for potentially elevated risk when my store isn't even 2 months old, has ZERO chargebacks, and ZERO disputes. On top of that, they are putting my full payout in reserve. This has caused issues with my connecting between my store and IG/FB Shop, caused issues with my FB paid ads, and sales have dropped to zero due to this. On top of that, they blocked me from using my Shopify Balance debit card!

Dealing with Shopify has become a headache and they clearly don't do their due diligence before making this decision. And now they expect my business to operate half-assed until they decide to respond to an email which takes weeks. 

I think this needs to be filed with the Attorney General's office and also get a lawyer involved. 

Thoughts?

[Adam-A]

Same happened to me! 4 weeks and counting, no response. I paid for the item to be sent to the customer and now they won't pay me the customer's money. Now I am £3.5k down and no response for 4 weeks. All of the tickets get shut down I have to keep re-opening them lol

[elevate-ecom]

That is incredibly frustrating. I am going into my third week with no response. Did they ever get back to you and remove the hold on your payouts?

[elevate-ecom]

Same here. Risk Operations seems to constantly play bully. They are currently holding all our payouts. I was asked to submit documents within 3 days or else they'd close down my store. I submitted all the requested documents within a day. Now it's been nearly 3 weeks and they have not response. I have emailed them and contacted support multiple times. All the support agents assure me that they've "escalated the issue" and they will respond within the next days but it's all lies so they can close the support ticket. This is extremely upsetting and they are ruining complying businesses. 

[gmeo]

Hi,
Me too, my store has been holding money for almost a month now, my Shopify Payment gateway is under review, and when I send a reply to the email credit.risk@shopify.com, and I get the message
"Address not found
Your message wasn't delivered to credit.risk@shopify.com because the address couldn't be found, or is unable to receive mail."

This is terrible, can't contact support, review, all the money used to buy for my customers is being held, and the orders that are not delivered on time are increasing, it's a loop, my orders are delayed because the products are handmade, we have a shipping policy for those products on our website