Shopify Payments Verification

[Peiflou22]

It’s been 24 days since we stopped receiving payments through Shopify Payments due to a verification process they needed to complete. They requested information from us, we provided all the necessary details, and after 12 days, they finally responded. We had to contact the Shopify Help Center five times to escalate the case and remind them to review our information.

After that, they gave us some steps to complete the verification, but we couldn’t proceed because those steps were blocked. We sent two emails explaining that we couldn’t complete the steps because they were blocked. Their responses assumed we didn’t know how to follow the steps, until they finally realized there was indeed a problem on their end. This cost us another 7 days.

A week later, Merchant Verification confirmed that, yes, they were making a mistake, and that the steps were blocked. They explain it was an internal issue and needed to be handled by another department. As a result, we’ve now gone 24 days without receiving any money, causing cash flow problems because Shopify Payments keeps passing the case from one department to another without providing a solution, leaving us unable to get paid for an issue that is completely external to us—an internal problem within Shopify Payments.

Their management is deeply disappointing. The Shopify Help Center always tries to help us properly, but the departments responsible for the verification process are completely lost and don’t care at all about leaving you without your money, causing cash flow issues.

They don’t provide timelines for a solution, nor do they apologize. Their behavior is entirely unprofessional.