Why are my client payments under review and store access blocked?

[homedoors]

For the last couple days, my clients payments have been under review. On top of that, I cannot access my store since I was blocked access, and my client wants a refund because the order isn't being fulfilled on time. I'm on edge of seeking legal action against Shopify as this is inconvenient to me and my customer's business. Shopify is leaving me with no option. It should at least allow me to access my account during the review so that I can process refunds on my end. This is frustrating to deal with because it's my first ever sale and this is happening, not a good start to a new business. 

[Don]

Hi there @homedoors!

Could you clarify for me here if you're referring to stores you're running yourself, or if this is about stores being operated by clients of yours?

In either case, I would refer the account owner of any store affected to check if they have been contacted about the status of their store by our support teams.

This would likely be by way of an email sent to the account owner's email address, or if there is no existing contact you or your clients can reach out via our Help Centre here for all account support.

As we're not able to provide account support publicly here, you would need to be getting in touch for support via one of the above options, depending on your specific case.

Of course, if there is anything else I can help with please just let me know!

[homedoors]

This is my own store. I’m blocked access from my own account. At this point, my client wants a refund because I can’t fulfill the order. I need the layout to pay my vendor, I don’t have any saved money. 

[homedoors]

I need the payout money to pay my vendor. 

[Don]

Hi again, @homedoors!

Thanks for getting back to me here and sharing that info!

Could you confirm if you have been contacted by support already as in my previous reply, or if not, have you since been able to reach out via the Help Centre linked above for account support?

Try checking your account owner email address for any contact from our team, including your spam or other folders, to see if they have reached out already.

If not, you'd just need to get in touch via our Help Centre here so we can provide account support to you securely.

There we'll be able to get this moving forward for you and get you the support you need!

[homedoors]

I reached out to them a dozen times. No support advisor goes any further than telling me that I have to wait for an email from the Risk team. I don’t understand what the support center is even for when all I get is that I have to wait. I’ve been waiting quite a while, my client wants a refund. I don’t know what to do.