Shopify Payments - Risk Operations Support

[lhsbumc]

We are a non-profit religious organization and launched a new Shopify website, using Shopify payments. We went through the verification process and uploaded our company register documents, as this is not owned by a person a Photo ID is not applicable. Our website was disables for accepting credit card payments on 1/23/2022. I have called Shopify Support three times, spent hours on the telephone with the representatives for them to do nothing but tell me what I can see in my dashboard.

One of the representatives did open a ticket with “Risk Operations” because there is apparently no direct contact as with Risk Operations. All we need is to have someone to contact us and help resolve the issue. We are truly beginning to regret using Shopify. Our hopes were that we had found a satisfactory solution for our church online store that we could recommend to other organizations.

We are at our ends, and having read other similar commentaries, we are not hopeful that our issue will be resolved quickly, if at all.

Following is the response we are getting when we contact the Support Team:

"Thank you for recently reaching out to our Support Team. This message is to confirm that your issue has been successfully escalated to Shopify's Risk Operations Team.
All escalations are reviewed and an Analyst will reach out to you in the next 48-72 hours.
Please note that Shopify’s Risk Operations Team is operational Monday to Friday.
We’d like to thank you for your patience during this time and we would like to assure you that your ticket will be treated as soon as possible.
Thanks,
Shopify’s Risk Operations Team"