Dear Shopify,
I am writing to appeal the recent closure of my Shopify store. I believe this closure was done in error, as I have not violated any of Shopify's Policies to my knowledge. I was in the process of managing my first destination event. I don’t currently sell any merchandise, just services.
Verification Docs Request
- OPENED: On 7/9/24, I received an email stating I needed to submit additional verification docs. I submitted them and received an email on 7/11/24 acknowledging their receipt.
- RESOLVED: On 7/20/24, I received an email stating “Hello, thank you for providing the requested documents. We have reviewed your submission and nothing further is required at this time. We have re-enabled payouts and refund capabilities on your Shopify Payments account. Any pending payouts should be transferred to the bank account on file in 2-3 business days. If you have any questions about this request, please reply directly to this email. Thank you, Shopify Merchant Trust Team Ticket ID: e0363911-587d-4ca3-93b6-73e7e82b99e2
Payment Information Request
- OPENED: On 7/31/24, I received an email stating “Payments information couldn’t be verified. The information you provided while signing up for Shopify Payments didn’t pass the verification process. For more information, you’ll need to contact support.”
- I contacted Julie Q. (ticket # 49568699)
- Julie (Support Advisor): No worries, Our team advised me that since this is now being handled by the higher team what we can only do right now is to notify the department and advised that you have already replied to the email and initiate a request to have it in high priority.
- Julie (Support Advisor): I know that this is something that is very important for you. So let me take care of it for you by changing the status of your case to be in high priority
Then I got a message saying my store had been terminated for not supplying the proper documents. Although I followed the instructions to contact Shopify Chat, I was never given any specifics on which information was wrong or needed to be updated.
I would greatly appreciate if you could please review my account again. My store on your platform is important to me and my organization of African American Women Entrepreneurs. I would like the opportunity to remedy any issues on the account so that we can prepare for our next event. Please let me know if any additional information is needed and I will happily provide it. Thank you for your time and consideration. I look forward to hearing back from you.
Leslie Maxie, OLY
