Closed store Payouts having error. And very bad support.

[itinvestsrl]

On the 6th i check my payouts and balance. And i see nothing. All my balance is gone i cannot see my balance and money.

Also I check the payouts and all payouts that were in transit are now ongoing. And purchases coming in that day have no payout time.

I contact support asking for answers nobody has a response. They tell them that i will get an email in a few hours.

Silence 2 days.

THIS IS WHAT IS TERRIBLE!! 

I contact support and they tell me that they sent a email and ticket to another email. I told that it was not mine and was scared my business was hacked.

They later tell me that it was a mistake and they had messed up the email.

I have no chargebacks

All customers are happy.

No issue with bank

No email

No warning.

Live chatt dont tell me anything and i get no email.

So I do what any smart person would do and change the payout bank.

Bam I refresh the screen and my account got banned.

Very sad I have all the documents photos proof everything so i hope i can get back my store and my money and continue to use shopify to serve my customers.

[Elias]

Hey, @itinvestsrl.

Thank you for reaching out and bringing this to our attention.

We're unable to provide account-specific support over the Shopify Community, as we don't have access to merchant accounts. That being said, we'd recommend continuing to work with Shopify Support through live chats via the Shopify Help Center, and it's worth noting that this type of issue will likely need to be handled by a specialized team (eg. Account Integrity). Once your ticket has been escalated, then the specialized team will get in touch with you directly and you'll be able to provide the supporting documents. 

If you have any other questions, then don't hesitate to let us know.

[itinvestsrl]

I have contacted support live chat 5 times today everyone give me the same response. That the specialized team will reach out to me however this never happens. 

ITS BEEN 2 DAYS

I am getting many emails from customers wondering whats wrong with the website and scared.

This is hurting my business so much as shopify has money in the balance aswell.

As stated earlier i never had holds or action required. I simply changed my payout bank and my store got closed.

I feel that this is a terrible i have got barley any sleep these past few days as i have been working extremly hard for this aswell as invested my hard earned money. 

And its just robbed from me without any response.

I will be making a video about this on youtube as this is hurting me so bad.

[Skye]

Hi, @itinvestsrl 

My name is Skye, and I will be assisting Elias today.

I do want to set your expectations that responses from these teams can be a few business days. As you reached out the 6th, you should be expecting to hear from our escalated team by the end of the week. Unfortunately, this isn't something I can guarantee as each ticket is responded to in the order in which it is received. 

[itinvestsrl]

This is very unproffesinal for this to take so long time for a mistake that shopify has made.

I cannot sleep because of this and i am having anxiety attacks because customers are asking whats happened to the website.

I feel so sad about this and it feels like shopify is not taking this serious.

How can i procsess this faster? 

Who can i call?

What can i do?

I worked for so long for this and its just been taken away.

How can it take weeks for shopify to send me an email but it takes seconds to wrongfully close my store.

Please please make this procsess faster this is really hard for me.

[itinvestsrl]

Hello skye what should i write to my customers who are asking why my store is offline?

How do you think it feels that my entire work and all my money has been taken away by you. 

It feels horrible i literlly cannot sleep and you dont care. 

U just want me to wait for nothing until i give up....

[itinvestsrl]

Hello skye still nothing has been resolved. This is really bad. No other company or payment providers have this slow of response other than shopify. It has taken weeks and still nothing has been resolved.

I have paid multiple thousands for inventory and radio silence from shopify. What will happen to my money? my hard work? My inventory?

I am deeply sad about this.

[Ollie]

Hey @itinvestsrl.

Thanks for the responses regarding this.

I would suggest speaking with our live support about the situation to allow us to take a further look. As specified above, we do not have account or store-specific access to information directly from the Community forums. With that being said, you can get in touch with our live support by navigating to our Help Center. 

When you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly. 

Let us know if you have any questions.