How to deal with automated emails from Shopify payments?

[Ach101]

I just received this email from legal@shopify.com.

I've spoken with customer service, and they mentioned that it's merely an automated email. Shopify is currently in the process of reviewing my account. I'm feeling quite frustrated! I'm uncertain about what steps to take next.

[Ach101]

We are constantly monitoring businesses we are supporting who are using the Shopify Payments gateway. Your business has been identified as presenting an elevated level of risk for customer disputes that we will be unable to support with Shopify Payments. See the Shopify Payments Terms of Service and click on your region. Please note that while you will no longer be permitted to use Shopify Payments as your payment gateway, this does not affect your use of Shopify.

[Shay]

Hi @Ach101 

Thank you for sharing a copy of the email you received. I understand that you are not able to use Shopify Payments for your business at this time. While unfortunate, this doesn't mean that you cannot use Shopify to continue hosting your store. 

If you can share a link to your store or some of the products you are selling, I would be happy to offer some suggestions for alternative payment gateways. 

[Ach101]

It's not fair because I created a company and went through all the necessary steps to conduct business and be supported on Shopify payments. I've earned over $12,000, and now they are holding those funds. I had already made plans for order fulfillment, and I've even paid suppliers, but now I'm unable to proceed, and this situation is causing a lot of frustration. There doesn't appear to be a valid reason for suspending my Shopify payments.

[Shay]

I definitely understand your concern and the impact having your funds held in reserve can have on a small business. Please know that the reserve is only temporary and is held in stasis usually until the chargeback window for the orders has passed. This is to help minimize risk for both the business and the banks that power the payment gateway. 

A business deemed a high risk usually refers to a higher than normal chance for chargebacks from customers. Collecting large volumes of pre-orders before shipping products can also be a cause for concern. The decision to suspend access to Shopify Payments is not a decision taken lightly by our team. 

I encourage you to reply back to the email you received with any additional information you can share about your fulfillment process. 

[Ach101]

I don't have chargebacks, I fulfill in time... Please can you help me to recover my Shopify payments?

[pwang]

Did you get your shopify payment gateway reactivated? What's the process?