Information Required Regarding your Shopify Account

[sweetkaramcoffe]

I recently gave access to one of my outsourced employee named Mr. Abdul and within a day shopify blocked by store backend stating this name is part of sanctioned list.  I have now submitted the documents, and still waiting for the compliance team to get back and the mail states, the store will be taken down in 2 days. 

Now that I have submited the documents, how do I fast track the verification process. We have been a part of shopify platform since 5 years and it seems very bad to just have the store disabled just because the name of the person matches with some random name in a watchlist. Does Shopify even think of the implication it can have on SMBs like us who depend on every day revenue to keep our store running.

There is no way to reach their compliance team and their support is clueless and gives a standard reply like we will get back. This is very frustrating.

[Don]

Hi there @sweetkaramcoffe!

Sorry to hear you're having a hard time with this currently

Can you confirm if you have been contacted by one of our specialist teams via email about the status of your store?

If so, would the be a request ID (a long string of characters) associated with that contact?

Should this be the case then, as you stated support had already confirmed, you would only be able to proceed by replying to that email as we do not have the ability to view those tickets as support teams.

Let me know if you have not been contacted initially so we can ensure you're able to proceed here!

[sweetkaramcoffe]

Yes, they have contacted and I have replied with the required documents. But, waiting for their since a while as we have not been able to acess the storefront for more than a day wihch is impacting our operations very heavily.

[Don]

Thanks for confirming!

It can take a lot longer to hear back from these specialised teams due to their workload and requirement to work via email only to adhere to secure processes.

Rest assured that existing contact is the first and only place you'll be able to get an update on your store's status.