Accepting credit cards, warehouses, and shipping and fulfilling orders
On March 4th, my store was closed without any reason. I've encountered this issue before and reached out to support, requesting an appeal. Within a day, I received an email and responded to all inquiries, providing all necessary documents. The following day, my store was fully unlocked as stated in the email. I was immensely relieved. I began to check my store and found out that the payment gateway at checkout wasn't working. I immediately contacted support. This was on March 7th. Now it's already March 19th, and I still haven't received a resolution. The support chat keeps giving me scripted responses, promising initially to get back to me within a couple of days. Then their standard and beloved phrase is "they will definitely get back to you as soon as possible." What kind of response is that? Yes, I understand that the support chat is designed to help newcomers with trivial problems and they have prepared phrases, and I can understand them too. Then the complaint is to the Shopify company itself. I've been working with you since 2019 and I've never waited this long. It's at least a lack of respect for your customers. Your agreement policy states that you'll respond within 3-5 business days. I've already waited for 9 business days. My customers are reaching out and can't place orders. I started using other payment systems only yesterday, simply because the support chat assured me that they would respond to me very soon and that my request was being considered at the highest level.
I am also victim of an event like that. In my case, they didn't even inform me about why they paused my account. They took my access without any explanation via emai or msg to my admin inbox. It was a verified account. I also sent several documents to add Shopify Payment. Their customer service says "they have limited access and I should wait for their team to contact me via email". This is just DICTATORIA! Business is a two sided issue. They don't care about what the merchants lose. We lose time, we lose money. But they don't care about it. They just give you a ticket number and advise you to wait for their team to solve this problem whenever they are available. Their customer service's function is just building a wall between you and their headquarter. It's written "my store". Who can take my access without any explanation if it's "my store" who can take it from me without a reason stated? And without warning who can pause my account? It wasn't even an active account for sales. We didn't connect it to the domain. Didn't have 1 single sale. Me and my web developer had been working on the project, thats all. YOU SHOULD RESPECT PEOPLE!
Having same trouble been almost a month now, they deactivated my account and all I get is "it has been escalated, team will get reach you out soon".
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