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Experiencing payout issues due to unverified documents?

ninaillust
Visitor
3 0 0

Hi guys, does anyone know how to get help from shopify. I have contacted them about my issue (my payouts from Shopify Payments are on hold and its said that some of my information cant be verified). I have contacted them already last week, when someone from costumer service confirmed the probme and that someone from shopify will help me, and contact me via email. After that ive followed up to ask when will this happen, however i got no response on my emails after, nor did I recieve any email from shopify team. In the meantime I have tried to upload my documents again, but without success. 

 

Has anyone had similar issues?
 
thank you,
 
Nina
Accepted Solution (1)

Maz
Shopify Staff
1230 130 184

This is an accepted solution.

Hi @ninaillust!

 

Thanks so much for reaching out to us. 

I can appreciate the sense of urgency here and that you wish to get an update as soon as possible.
From what you have told me, seems like that your account is undergoing our standard review. This is a standard check carried out by our Accounts Department for merchant security and compliance with requirements and Terms of Service here at this link.

In the meantime, your customers can continue to purchase items on your online store. The Accounts team work as quickly as possible as we understand how important payouts can be for cashflow. It can take a few business days for the team to update you, however rest assured you are in good hands, and they will get to your case as soon as they can. Please keep an eye out for that email and check your spam folders – it's best to reply to them directly once they reach out.Thanks for your patience in the meantime! While we’re not able to provide account-specific support via the Shopify Community at this time, you have taken the next best steps here.

 

Since this is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Maz | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 5 (5)

Maz
Shopify Staff
1230 130 184

This is an accepted solution.

Hi @ninaillust!

 

Thanks so much for reaching out to us. 

I can appreciate the sense of urgency here and that you wish to get an update as soon as possible.
From what you have told me, seems like that your account is undergoing our standard review. This is a standard check carried out by our Accounts Department for merchant security and compliance with requirements and Terms of Service here at this link.

In the meantime, your customers can continue to purchase items on your online store. The Accounts team work as quickly as possible as we understand how important payouts can be for cashflow. It can take a few business days for the team to update you, however rest assured you are in good hands, and they will get to your case as soon as they can. Please keep an eye out for that email and check your spam folders – it's best to reply to them directly once they reach out.Thanks for your patience in the meantime! While we’re not able to provide account-specific support via the Shopify Community at this time, you have taken the next best steps here.

 

Since this is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Maz | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ninaillust
Visitor
3 0 0

Hi,

 

i am just here to say ive never received an e mail with what I am supposed to do. I think its been around three weeks if not more. Do you know roughlt how long does this take?

i am keeping my site closed until further notice for this reason, no one is actively helping with the issue.

It doest feel right not to be given any time frame, it also doesnt feel like im in 'safe hands' rather feels like it will go on like this untill further notice.

 

N

Maz
Shopify Staff
1230 130 184

Hey @ninaillust!

 

Thanks for letting me know that you have yet to receive any updates.

 

In this case, I would suggest reaching out to our live support team here at this link and requesting an update regarding your Shopify Payments account. While I would love to be able to provide you with an update, we are simply unable to access accounts from the forums here ourselves due to merchant privacy and security.

 

I hope this helps!

Maz | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Emma0503
Shopify Partner
6 0 1

I would like to share some core issues that you need to pay attention to to maintain a highly reliable PP account as follows:

1. Provide Full Accurate Information:
• Declare accurate and complete information, follow the PP's steps in order to provide the right documents that PP requires in the shortest time. Your prompt response on the Resolution Center is often appreciated as you are actively and seriously collaborating with PP.
• Prepare necessary information so that when necessary, it can be provided to PayPal:
1) Business License
2) Bank statement (bank statement with the same address on the PayPal address)
3) Supplier information such as: full name, address, URL and contact information
4) Agreement (of enterprises) with suppliers such as: contract documents, delivery schedule and logistics service providers (if any), delivery time, return conditions and order replacement , liability in case of late delivery / non-delivery
5) Customer service process when there are questions
6) Any feedback on Aliexpress/online marketplace about the supplier
7) Order tracking information (tracking number)
• When there is an account that was previously limited, the account must be completely processed, not a new account should be created. There are some customers who were immediately locked out of their newly created accounts because PayPal discovered that some information related to the old account was limited but not yet processed.

Try Synctrack app to automatically add tracking number to PayPal. It's also offer Free plan for you to try
https://bit.ly/3OnC8nm

• The information is consistent with each other and can be compared on Shopify, bank acct and PayPal.
• Withdraw money from PP account to bank account in Vietnam:
o The full name on the PP business account must match the name of the bank account holder in Vietnam or if there is a Business Lisence, the company name must match the name of the company's bank account in Vietnam. For example: Thien Ha Co., Ltd., the declared Vietnamese bank account must be Thien Ha Co., Ltd.
o Make sure that the order of names on PP accounts must match with Vietnamese bank accounts, so before withdrawing money, you need to check the request to change the order of names first.

2. Account Performance
• The ratio of disputes and claims is within acceptable levels ( Refund Rate 7% ; Disputes 3% ; Complaints 3% ; Unauthorized claims 1% ; Chargeback and Bank reversal 1% )
• Do not sell items infringing Trade Mark, copyright, fake goods, low quality goods, see also List of banned items PayPal (Should choose items being sold at Aliexpress, AMZ and ebay)
• For an account with a sudden change in sales and a sudden increase in payment (Explosive Growth) in a short period of time, it is easy to limit for Risk team review. You need to update PayPal when you expect a spike in orders, especially for best-selling products or products during the holiday season, products that are trending, by contacting Paypal support or finding a Reputable agencies can contact PayPal for PayPal whitelist and quick case handling.
• Settlement at the Resolution Center: It is necessary to reply immediately within 24hrs and completely resolve it within 7 days;
• Unsusual Activity: currently some of you use US PayPal to run in the VN market. These cases are very easy to be disabled by Paypal because it is suspected of abnormal activity and PP will require identity verification if you are a US citizen (as required by the US Internal Revenue Service).
• Limit the transfer of money back and forth for personal purposes, do not use the "Send money to Friends and Family" feature often and with great value. All transactions will be saved on the system. Contact me to activate the free money transfer feature with PayPal “Mass Payment”.
• Do not transfer and receive large amounts of money without commercial purposes (sales on Shopify, Amazon and Ebay, T-shirts..)

Sawanxi5
Tourist
6 0 0

Hi, Is your problem solved? Because i Am also facing the same problem.