What to do after account suspension and loss of funds on Shopify Payments?

nickg2
Tourist
5 0 1

On March 5th 2024, I had received a payment of $750 USD for my Canon R10 camera. Everything went well, no problems at all. Their payment provider SHOPIFY PAYMENTS was in charge of delivering my payout to my bank account. On March 10th 2024, 5 days after payment, my funds that were supposed to be sent to my bank account approximately $720.45 after their fees should've been sent to my account. I received a red message on my dashboard stating, "Your payouts from Shopify Payments are on hold while we review your account." I received an email requesting more information of myself, which I sent an updated picture of my Drivers License, and a statement of my bank account verifying my address. 3 days after this, March 13th, 2024 I received an account termination stating my account is suspended and I may appeal it which I did. I sent the appeal the same day, and I received my appeal decision on April 8th 2024. This is almost one entire month for my appeal decision to be taken in and they declined my appeal and they stated, "Please note that for security reasons we are unable to divulge the results of our reviews and investigations." I am not sure how this is supposed to be fair because I am not even sure what violation I committed. From my knowledge I have been in good standing. Keep in mind, I still do not have my money. To make this even better, I have received a chargeback for the entire order on March 25th, 2024. I have been working promptly with the legal and support team still to this day. I have been trying to work with the legal team, and I have sent 16 messages back and forth with them. I asked to kindly receive a temporary access on my account so I am able to respond to my active dispute, and I do not have any possibility of responding due to my account being suspended. I have until May 3rd 2024 at 4PM to respond to this dispute which is in 5 days. The customer had chargebacked the order stating they never received the product even though USPS states otherwise. Today is April 29th 2024, and I do not have any access to my account.

What do you guys recommend my next steps should be? I have less than a week to respond to the dispute, and I just replied back to the legal team hoping they get back to me in a timely manner.

 

I really hope this post can reach out to a higher level of persona in the shopify administration to help me recover my funds.

 

Thank you

Replies 2 (2)

SealSubs-Roan
Tourist
119 8 8

Hi @nickg2 !

 

I understand where your concern is coming. You are already on the right track by reaching out to the Shopify support team or advisors. I highly suggest that you keep an open communication with them as they can follow up your case and has a broader knowledge regarding the status of your account. I know that this might not be ideal though as of now, this is the best course of action. 

Roan
Please let me know if it works by marking it as a solution!
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nickg2
Tourist
5 0 1

Yea, im trying my best. I’m currently waiting on the response from the legal team. I’m gonna keep this forum out just in case if I can reach out to someone on a higher level.

 

thank you!