Your payouts from Shopify Payments are on hold

[Osamaalvi32]

HELP!!!


We received the ticket number [d1fbd02f-4010-48e0-9fc3-e1b7ea2f9db2] from the Shopify Merchant Trust Team, and it has now been 16 days without resolution. Our payments are still on hold, and we believe the reason for our account being flagged may be related to the following situation:

Since our website was newly launched, we encountered several fraudulent orders. Among these, we dispatched three orders after obtaining signed verification forms and ID proofs from the customers. However, despite these precautions, two of the orders resulted in chargebacks.

After this incident, we conducted thorough research and enabled the Address Verification System (AVS) feature on our website to prevent further fraudulent transactions. Since implementing this measure, we have successfully eliminated fraudulent orders.

Despite addressing these issues, our account payouts were placed on hold approximately one month after everything had been resolved.

We kindly request a prompt resolution to this matter, as it is significantly affecting our operations.