I am writing this post to bring to your attention a matter regarding my closed account and held pending payouts on the Shopify platform. I am a proud user of two stores on the Shopify platform, health-co-7052.myshopify.com and moonbeam2.myshopify.com, and I have taken the necessary steps to verify both stores according to the platform’s guidelines.
I have submitted all the required documentation for the verification process and even raised a ticket to ensure that the documents were uploaded correctly. I received a confirmation from one of the Shopify customer support representatives that everything was processed successfully and no further action was needed from my end.
Despite my efforts, I recently received an email from the Shopify Trust & Safety Team stating that my account has been closed and the full amount of pending payouts will be held in reserve. This is an unfortunate situation, and I would like to bring to your attention that this issue is from the platform, not from my end.
I have saved the conversation with the customer support representative as proof of my claim and I am willing to provide all the necessary documents and screenshots of the conversations to support my claim and prove the legitimacy of my words.
I believe that it is my right to receive my pending payouts, and I have already done everything that was required from me. I am being punished due to a technical issue that has nothing to do with me, and I would like to request the Shopify Community to bring this matter to the attention of the Shopify Trust & Safety Team.
I would like to request the Shopify Trust & Safety Team to consider this matter with the utmost urgency and importance, and I assure you that I will continue to follow up on this matter through emails until I receive my payouts.
Thank you for reaching out about this and for sharing your experience here with other merchants.
I understand that your stores were closed by our Trust and Safety team and your payouts have been placed on hold. You believe that this is related to a technical issue and that your documents were not properly received.
If that is the case, replying back to the email you received from our trust and safety team citing the ticket number where you had confirmed that the documents were submitted will be the best next step.
In regards to the payouts on hold, this is a standard practice and aligns with our terms of service. Businesses that are deemed to have a high risk of chargebacks may experience payout holds to mitigate the risk to the business and payment gateway used for the orders. This is included in the terms of service for Shopify Payments.
If you have additional questions I can help with through the forums here, please let me know.
I hope this message finds you well. I am writing to bring to your attention a critical issue regarding the submission of my uploaded documents on the platform. Despite receiving confirmation from Mr. Thei and Mr. Richard from the support that the documents were uploaded correctly and no further action was required on my end, I have encountered an error in the platform that has resulted in my account being closed.
I would like to stress that this situation is paradoxical, as I was informed by support that everything was in order, yet I was penalized for a technical issue that was beyond my control. This has resulted in a delay of my payouts and my trust in the platform being severely impacted. I don’t believe I am very sure that this is an error on the platform’s end and I am willing to provide the necessary evidence, such as screenshots of the conversations with support and red marks indicating server errors, to support my claims.
I respectfully request that my accounts be reactivated as soon as possible and that my payouts be scheduled as per the original agreement. I have fulfilled most of the orders, and currently have 85 euros on my bank account. I have taken great care to ensure that the store details and bank information provided are accurate. I believe that it is unjust to punish me for a technical issue and I hope that my case can be prioritized.
Thank you for your time and attention. I am at your disposal for any further information you may require.