Business Operation Team - No Response or support - RE: Corporate Verification Documents

Shopify Discussion
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Topic summary

Ongoing corporate verification problem blocking Shopify Payments for a second store. One store’s documents were approved; the other store (same corporate details, different brand) has every upload rejected, and store address/details cannot be edited.

Support interactions: Contacted support 4 times; cases marked “urgent” and escalated to the Business Operations Team, but no follow‑up emails or inbox activity after over a month. Funds totaling thousands of dollars are being withheld during the review.

Context: Shopify Payments is Shopify’s payment processing service. Corporate verification requires submitting business details/documents. The Business Operations Team handles these verifications.

Advice offered: Maintain ongoing communication and follow up weekly via live chat rather than opening tickets to avoid being pushed further back in the queue.

Decisions/outcomes: No resolution or official action confirmed. No specific reason given for document rejections or the inability to edit store details.

Status: Unresolved and ongoing. Key uncertainties remain about how to directly reach the verification team and what specific documents or changes are needed to clear the hold.

Summarized with AI on December 12. AI used: gpt-5.
1

I own/operate 2 shopify stores - both are in the same industry, just 2 different brands. I was notified in November that I had to verify certain corporate details in order to continue using Shopify payments.

For Store #1, I had no issues - I completed all of the info and uploaded the requested documents.. Approved.

For Store #2, I have had nothing but issues. I’m unable to edit the store address or any of the details related to the store. Every document that I upload is rejected - keep in mind, the corporate details of Store #1 and #2 are identical, it’s only a different brand name. I’ve contacted support 4 separate times now and the response is the same; We will escalate and mark “urgent”..however I never receive any follow up emails or anything at all. They suggest checking my junk/spam filters. Great suggestion, but there’s nothing there…and no activity in my support inbox.

I’m being told to wait for contact from the Business Operations Team…but it’s been over a month with no response, all while shopify withholds thousands of dollars from me.

How do I solve this? I have no way of contacting anyone at shopify…how is this OK?

2

Hi @MC80

There are some issues that will take time to be resolved based on experience. It would be best to keep an open communication with their team and follow up about your case every week via live chat instead of open ticket to avoid getting it further on the queue.