Why is Stripe refunding my customers after verifying my identity?

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Hi, I have a problem with Stripe. A few days ago, Stripe blocked my account, stating that I hadn't provided proof of identity, but I had already sent the document, and it was verified and confirmed by them. I contacted support, but they haven't responded yet. Yesterday, I logged into my Stripe account and all the money I had there was refunded to customers without any interaction from me. The customer received the product and got a refund as 

well. Please help me because I don't know what to do anymore. 




Reply 1 (1)

Shopify Staff
159 11 41

Hi, There. Thank you for contacting the Shopify Community. 

I'm not sure if you are using the Stripe gateway through Shopify Payments or just Stripe alone. If you're in contact with Shopify, please write an update in the open email thread you have with us including everything you stated about the orders being refunded so our team can have all available information to help you better. Please give them a few days to review the information sent, and reply to you. Please note our team you would be in contact with is available Monday - Friday. 


If you are in contact with the Stripe support team, you will have to either reach out to them in the open ticket you have, or contact them again to inform them about what is happening with your orders. I would also show them your previous conversations where you did confirm your identity, and that they verified it already for you. I'm not sure how long their teams take to reply to tickets, but I assume you will have to wait a couple of days to hear back from them. 

Kitana | Shopify 
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