Shopify store closed - Shopify Payments Review

niibabusiness
Visitor
1 0 0

My store has been "inactive" for the last 4 days then 2 days ago I received this email from Shopify.

 

"Hello,
 
Thank you for reaching out to us. Please be informed that In order to reconsider your account for eligibility to use Shopify we require some additional information with regards to your business model. You can send the following documents as attachments in response to this email:
 
* 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)
 
Please provide the above at your earliest convenience so that we can assist you further, in addition to any relevant context on your business model. If you have any questions regarding this matter please respond to this email.

Thank you, 
 
Shopify Trust & Safety Team"
 
I provided all of the requested information via email within 5-6 hours and now it has been 2 days since I've heard anything from Shopify at all. It's Black Friday today and I have alot of money being held and on top of that I'm losing sales every hour this is an ongoing issue. The worst part is my customers are starting to initiate disputes because they cannot view my website and I can't even access my dashboard to issue refunds and add tracking to the previously fulfilled orders. This is insanely unprofessional and can't believe that this is happening especially during BFCM. I hope this post can help me resolve this issue with the team. Keep in mind, I had less than 1% disputes at the time my store was closed and I have provided the team with all of the documents they requested and additional context on my business model. What are your thoughts about this, has anything similar happened to anyone else?
Replies 4 (4)

onlinegirl123
Visitor
1 0 0

hey! I just received the same thing, did they ever respond and unblock your store???

timonwolf
Visitor
2 0 0

same happen to me yesterday, ill send them all required documents 2 hours after they send me the mail. no answer since that. did you get any respond by now ?

timonwolf
Visitor
2 0 0

any update ?

Dreamer-moro
Visitor
2 0 0

Any update brother