I am a UK resident and I live and work in the UK. I have dual citizenship UK and EU. I created a Shopify store and just one day before I was planning to launch it I got a notification saying that I can't use Shopify Payments and that my account is on hold.
I contacted customer support and then they said that my query will be redirected to 'Risk operations'. The gentleman from Risk Operations said in an email that based on the information in my Shopify account I do not qualify for Shopify Payments and I need to provide the following documents in order to be 'reconsidered': Proof of UK business association, Proof of products shipping from the UK and Proof of address.
Is this a common practice to ask people to provide documentation to meet the expectations that Risk operations have? I watched a video on the Shopify's payments page in which it clearly says that if you are a UK resident you qualify for Shopify Payments. How do I get over this burden?
P.S: The products that I would like to sell are not prohibited or dangerous in any way.
You are correct in that if you're operating from an eligible country, then you will have the ability to use Shopify Payments. However, every store is subject to a review to ensure the business adheres to our policies, along with verifying the validity of the buesiness. These are standard reviews that payment providers do to ensure the safety of both cardholders and merchants.
If your store is under review, then you will want to provide the requested documents. If you can not provide one or more of the documents then you will need to note why you can not provide the documents as those reasons will be reviewed. Once submitted, it can take up to 3 business days for the information to be reviewed. If further information is needed, our teams will reach out. If not, the hold will be removed.
Let me know if you have any questions.
Trevor | Community Moderator @ Shopify - Was my reply helpful? Click Like to let me know! - Was your question answered? Mark it as an Accepted Solution - To learn more visit the Shopify Help Center or the Shopify Blog