Shopify holding my funds because of falsely categorizing products as pharmeceuticals

[bubblelounge]

My Shopify Account Funds are being held because they want me to remove over the counter lash serums and mascaras calling them "pharmaceuticals."

I have filed a claim- given proof of purchase from vendor etc.

They "escalated" which got me nowhere and now they say "they don't do weekends."

Really ridiculous since they sure can shut your money down on a weekend.

Anyone else have this experience?

[Promer-Alena]

This sounds incredibly frustrating, especially since lash serums and mascaras are not pharmaceuticals. Shopify’s automated system may have flagged them incorrectly, and while you've already escalated the issue, the best next step is to continue pushing for manual review. Try contacting Shopify Payments support directly instead of general support, as they handle fund holds. Additionally, if your products comply with Shopify's terms, you might consider revising product descriptions to avoid trigger words that could cause automated flags. If this delay is impacting cash flow, setting up an alternative payment gateway (like PayPal or a third-party processor) could be a temporary solution. Hopefully, Shopify resolves this soon!

[bubblelounge]

Unfortunately, they threatened to shut my store down so I had to put them on draft until I find a third party payment portal.

Really sad as this also shuts the item down in my retail store which we scan barcodes and now has to be rung up as a custom sale for all serums.  Some online beauty retailers have had to completely shut down there stores and migrate losing a lot of income.  Sad that Shopify is now regulating what I carry in my brick and mortar. Will be investigating other venues.