Account in review by Shopify Merchant trust

Valeri830
Tourist
7 0 3

My account has been in review for almost 3 weeks now. I don't have access at all to the store. It is in "review" by the Shopify Merchant Trust Team. I contacted support 6-7 times and they keep telling me how someone will handle it as soon as possible. I just keep hearing the same script over and over, and nothing gets done. I can't even take out my domain because this is a review by a different team... 

 

Is this how much Shopify cares about the sellers on the platform?

Replies 19 (19)

Mac
Shopify Staff
1675 170 272

Hi, @Valeri830!

Thanks for reaching out in our Community forums and sharing your concern.

 

I understand that your account has been under review for a few weeks now, and I can see how this situation is less than ideal when running a business. Unfortunately, we are unable to access any account-specific information here via the Shopify Community Forums. You mentioned that you reached out to support on numerous occasions and they have indicated that the account is still under review. Our Advisors are unable to view any additional details regarding your case as that is being handled by a different team who cannot be reached through live channels. Rest assured, your ticket is being worked on.

 

Have you received any emails or correspondence explaining why your account has been placed under review? If you haven't already, you can try replying directly to that email to get in touch with the appropriate team. From there, they may be able to share some guidance or next steps regarding your concern. 

 

Thank you for your understanding and patience as we work through this process. If you have any further questions or concerns, please feel free to let us know.

Mac | Social Care @ Shopify 
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Valeri830
Tourist
7 0 3

Hi Mac,

 

I have received that I am suspended based on a violation of Section 7 of the Shopify Acceptable Use Policy
I have done everything I know about data privacy and haven't shared personal data. Only information necessary to make a shipment from my supplier to the client.
I have another store where I have 25 orders so far and I have done the exact same things there for data privacy. There I have no such issues.

So they just told me I am in violation of something without any explanation of how I am violating it.

Then they asked some documents from me which I gave and since then even when I wrote to them I got no response or reaction whatsoever.

 

In short, they are not responsive at all. I can't get any updates from them at all and it has been 3 weeks. What am I supposed to do now?

fundeermx
Visitor
2 0 0

I had the same problem, I submitted the requested documents and didn't get any response. 😂

Valeri830
Tourist
7 0 3

Lol. @fundeermx How did you overcome that obstacle?
I am not sure what to do now.

@Mac Is this how the team is "working" on my case. I know a few more stories like this one where this dedicated team is just not doing anything at all.

fundeermx
Visitor
2 0 0

Now I can only wait for Shopify's reply.

Mac
Shopify Staff
1675 170 272

Hi, @fundeermx.

Thank you for joining this thread.

 

I understand that you are experiencing a similar issue. Can you confirm how much time has elapsed since you submitted your documents? Please review your inbox or any banners on your Shopify admin to see if further action is required with your documents. If you would like to confirm that your ticket is in the right place, please flag this instance with our team through the Help Center so that we can take a closer look. To do this, you can ask the Virtual Shopify Assistant to contact support. From there, it'll guide you with your next steps on how to connect with a team member.

 

@Valeri830 - I definitely understand your concern here. While I cannot authenticate you for the store over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics of this case. However, are you able to share your ticket number so that I can ensure that it's being handled correctly?

 

Thanks again!

Mac | Social Care @ Shopify 
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Valeri830
Tourist
7 0 3

Hi @Mac ,
Yes, here is the ticket number: 45291420

congha2403
Visitor
2 0 0

I have the exact same issue here, here's how it happened:

1. Store got shut down with NO notification through email or whatsoever.

2. I reached out to Support team and they created a ticket, then escalated it to a different team.

3. After the ticket has been created, I received an email from Merchant Trust team stating I need to provide these documents in order to reinstate my store:

* Proof of address - Utility bill (e.g. water, electricity, or gas bill from the past 3 months), lease agreement (dated) or property insurance (dated)
* Proof of business association (i.e. business license, business registration documents (with company number) or business tax filing record). 
* Proof of inventory (i.e. dated supplier invoices, dated manufacturing agreements) 
* Social media links related to your business (if none, please explain how are you driving traffic to your store)
4. I provided all documents and stating my store was a dropshipping store in the Proof of inventory section.
5. It's been 3 weeks and there is no response back from the Merchant Trust Team regarding they received the documents or not, I have to make an effort to reach out to Support team and they confirmed that Merchant Trust Team has received my document and they are in queue, currently there is no estimated time of processing of the case due to high demand.
 
My personal opinion about Shopify Merchant Trust Team:
 
The way that the shut down the store, providing no context about what was the reason for it, no notification and no communication is absolutely not professional to me. I used to sell on Amazon and they make it very clear about every decision they take on the Merchant account, response was extremely fast. Very disappointed about Shopify, Shopify itself is great but the Merchant Trust team ruined our experience, we only started our store so there is little revenue lost worry about but this will cause future worries if this is going to happen again when our store start selling a lot.
 
Hope this message is going to reach someone in Shopify that has the power to make a change to Merchant Trust team for better service, I honestly don't trust the current Merchant Trust team on my store incident. 
Valeri830
Tourist
7 0 3

Hi @congha2403 

 

Seems like we share the same story.

 

@Mac There is obviously something going wrong here. We are already 3 people who spoke out after getting their stores shut down, out of nowhere. And kept them shut for 3+ weeks. What about all of the people who haven't yet said anything. As @congha2403  mentioned, it is currently hard to trust a case that comes in the hands of the Merchant Trust team. 

Please take this thread into consideration.

jorgehp1
Explorer
53 0 14

Hello, did they reply you?

jorgehp1
Explorer
53 0 14

Hello, did they finally replied you?

Valeri830
Tourist
7 0 3

The Shopify representative from this thread didn't poke for updates or if he did, he didn't reach out to me. But separately from that yes the merchant team did end up responding to me. If you give me any way to text you privately I can give you some more details. 

congha2403
Visitor
2 0 0

Update: They replied to my case after 3 weeks, require more information regarding my inventory and suppliers agreements, I submitted to them and the day after that they opened my store back up, however they do not let me to use Shopify Payments anymore and provide no context.

Valeri830
Tourist
7 0 3

@congha2403 I actually ended up with the same result. What are you using now as a payment provider? As when I tried Stripe they didn't let me use them either.

jorgehp1
Explorer
53 0 14

Hello @Valeri830 , sorry for the late reply, just seen this you can text me here jorgeherranzpresa@gmail.com it’s been 10 days since I sent the information to them and I can’t get an answer. I would like to creare anlther ticket do you think is that possible?

tillnoah
Tourist
3 0 1

Hey, can you help me with this. I have the same problem and wait for an answer for 10 days now. How can I get them to reply me and can you use Shopify Payments now?

Elias
Shopify Staff
2915 285 500

Hey, @tillnoah.

 

Thanks for joining the thread.

 

We'd recommend reviewing the Shopify Payments Terms of Service to determine whether or not you're eligible to use our payment gateway. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to assist you through live chats and check on your existing ticket for an update. Please visit the Shopify Help Center and login to your account to create a support request. 

 

If you have any other questions on this topic, then don't hesitate to let us know.

Elias | Social Care @ Shopify 
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jorgehp1
Explorer
53 0 14

There is no way I won't be able to use shopify payments... I mean, I didn't do anything wrong. It's been a week and had no response yet

tillnoah
Tourist
3 0 1

I have the same problem. I startet my store and directly got banned, after 10 minutes. Did you received an answer?