Dealing with Shopify Credit Risk Team

[Summerk1941]

Our account recently had elevated chargebacks, reaching above 1% (1.38%) for the month of April. Our business revenue doubled from February to April, in a very short span, hence this happened due to many fraudulent claims and a few delayed fulfillments. Explained the same to Shopify, that we are taking action and working on lowering this within 60 days back below 1% as we have been.

Shopify Credit Risk Team had reached out earlier this month and post my response detailing how we plan to combat the slightly elevated chargeback risk, they put a 10% reserve for 90 days on my account on May 6th, which is something I agreed and understood entirely.

Fast forward to two days ago, I received an email yet again from the credit risk team detailing how my chargebacks have increased and asking how I plan to combat the elevated chargebacks (same email from earlier this month). I responded back to them with the ticket number of their own ticket on May 6th showing how we had already spoken, and they themselves had already conducted a review of my account and placed the 10% reserve.

No response. My payouts are held 100% and absolutely no one from Shopify is helping. The standard response - the credit risk team will get back in 24 hours. It's been longer than that. I would much rather you guys close my processor account and give me all my held money rather than holding up funds this long and not even seeing that you guys had already conducted a review for the merchant and had placed a reserve.

[Ollie]

Hey @Sumeer_Bains.

Thanks for reaching out. 

I appreciate the context that you have shared with us as that is very helpful! Looking into this, we are unable to authenticate over the Community forums to take a further look into the case mentioned. It would be best to reach out to our live support about this situation by navigating to the Help Center. Once you arrive at the Help Center, you will need to inform the virtual assistant that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 

Let me know if you have any questions. 

[Summerk1941]

Hi Ollie,

I have been doing this for the last three days to no resolution. The associates I have spoken with are all doing what they can and say they are dropping a message to the Credit Risk team to respond to me, however, nobody has responded back to me. The only things left for me to do on Monday if nobody still helps me is taking this experience to TikTok, Consulting with an attorney about a lawsuit and filing a complaint with the Attorney General's office. 

[SealSubs-Roan]

Hi @Summerk1941 !

I understand where you are coming from. Since this is an account related issue, though it is currently not ideal, I highly suggest that you keep an open communication with Shopify support team. Let them know how urgent this is and make them aware how long you are now waiting. Also, request a follow-up from credit-risk team the status of your account. 

[cloudnewenergy]

Me too, my store has been under review for a month now, my Shopify payment gateway is under review, and when I reply to the email credit.risk@shopify.com the same Address not found!

What kind of company has such an inefficient and uncaring team, no way to contact support, no way to complain!

[luna_hobbystore]

I think they changed their email address to this
risk-operations@shopify.com