I started to use Shopify payments several months ago. I got a Trust & Safety Team account suspension saying that I am not allowed to use Shopify Payments because I am not a US citizen. But nothing has changed from my side since I started to use their payment system, so why have they allowed me to use this payment at all? And also Shopify Capital team has suggested using Shopify capital for business expansion. I have accepted the offer and started to remit it from my sales. And now I got an account suspension from a Safety member. I can't make sales and remit the capital, and I can't change the payment system to accept payments because I use Shopify Capital. My customers ask why they can't pay for orders, and I have nothing to reply. I have been trying to talk about this problem with support four times, but no one has helped me, and I can't get any replies from both Safety and Capital teams.
Hi there @AndrewLeb!
Sorry to hear you're dealing with such a difficult situation for your store.
I'd like to ensure you're connected in the right place to get an update on this.
You mentioned that you had previously reached out to support on this topic; would any of your contacts have been escalated to the Capital or other teams on your behalf?
If so, how recently would this have been?
It can take a few days to hear back from specialist escalated teams like this, as they work via email in order to adhere to secure processes.
Let me know as much as you can about any of your support contacts, when they happened, and if the agent in question has already escalated your query on your behalf, so we can ensure you're in the right place to get this resolved!
Hi again @AndrewLeb!
Thanks for confirming that you've been in touch for support successfully and that your case has already been forwarded to the appropriate teams.
I understand that you want to be able to remedy this as quickly as possible, and the first place you'll get an update is by way of a reply from our specialist teams on those escalated email tickets.
It can take a few days to hear back as outlined above, as these teams have a high workload and longer turnaround time for the reasons outlined.
Would you have a PayPal option available where you are so you can continue to take payments from your customers in the interim?
So they should contact the Capital team and set this up before blocking the account if they are busy. But we will figure this out with the lawyer and responsible authorities if Shopify could allow us to use payments at all if we don't meet the requirements.
DAY 3 we are trying to resolve this problem, but no one has helped us. Our customer has been waiting since the third day, and he can't purchase from us. So think twice before choosing Shopify Payments and using Shopify Capital because you can get into situations like we and Shopify won't care about you. They will continue to do their business as usual.
Hi again @AndrewLeb!
I can see that you're still waiting for an update from our escalated teams on your case, and that you want to get this resolved as quickly as possible!
As per my previous replies, the first and only place you'll be able to get an update on this will be by way of reply to your escalated support contact email.
We won't have any updates to share from here, nor can we expedite this process for you.
As no further action is necessary here and you'll be getting an update via email, I will be closing this thread now.
All the best!
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