Shopify Payment Is On Hold And The Verification Team Havent got back to me

MORCOMPANY
Tourist
4 0 0

 

I have waited for the past week to get my proof of address approved as every time i send in a document it doesn't send. I’ve spoken to multiple customer support consultants all practically telling me the exact same thing "the ticket we provided has been escalated and made a high priority for the verification team meaning they will make sure the issue is dealt with as soon as possible". This is outrageous as I am paying for a subscription with this website in which I can’t use. this should be dealt with as soon as possible or at least I should be compensated for paying a subscription fee that I can’t use. My ticket number is 34293916

Replies 11 (11)

strizz
Visitor
2 0 1

Im having the same issue. My payouts has been on hold but they will not tell me how to resolve this issue

David_Weru
Shopify Partner
177 16 43

Hello @MORCOMPANY 

This seems serious.  I'm not shopify support by any means, but just out of curiosity, which form/method are you using to submit your documentation?

MORCOMPANY
Tourist
4 0 0

Hi David,

im using Government issued letters

David_Weru
Shopify Partner
177 16 43

Hello, @MORCOMPANY 

Again, I am not shopify support.   My educated guess on this situation (based on past work ticket based issue resolution) tells me 2 things.

 

1: This issue is not a technical one.  For compliance with applicable laws, your documentation needs to be up to date (which I'm guessing is what this process serves).   That said, depending on weather these ticketed events are resolved "in house" or contracted out to qualified agents (or a clearing house of some sort)  these are probably solved in batches and your ticket may be on one of the batches the contracted agencies marks done.  That said (educated guess still)  It's very difficult to follow which stage your paperwork is in.

 

2:  As this is happening, you will need to look into your store's payments with shopify support (again, I am not shopify support) about putting your store on park until this is resolved or weather the payments can be held until this is resolved.   This is the part shopify support can definitely help you with as it is technical.   You do not want to be along 3 weeks (hopefully not) with items not being sold while paying a subscription with no progress report on the current status of your paperwork.

 

I hope this all works out in your favor.  Good luck.

MORCOMPANY
Tourist
4 0 0

Hi David, 

this is a technical issue as whenever I submit documents it doesn’t actually send therefore something is wrong on the technical side of uploading documentation to prove  address 

David_Weru
Shopify Partner
177 16 43

Hmm..  Try and see if you can talk to a shopify support agent about emailing the documentation as attachments instead.

MORCOMPANY
Tourist
4 0 0

I have but they keep on saying I need to wait for the verification team to get in touch for the past week. 

chris1994
New Member
4 0 0

Same issue here. I have provided multiple proof of address and have spoken to the support team who are no help whatsoever. I am a little bit confused as to what their role actually is as all they seem to be able to do is tell me that it is currently with the verification and are unable to provide an exact time when it will be resolved. I do not want or expect them to provide me with an exact time, but an ETA would be nice and having a service delivery time is something I thought every business had in place. I have been waiting a week now and just want a clear answer. 

chris1994
New Member
4 0 0

@MORCOMPANY has this been resolved for you yet?

giannimiami
Visitor
2 0 1

Hi, did you end up getting this resolved?

giannimiami
Visitor
2 0 1

Did you end up getting this resolved?