I’ve been on this platform for less than a month now and everything was good for about two weeks until I woke up to being completely shut out of my account with no explanation from support. On top of that, they’re holding my money for all of the orders I already shipped out. This is going on week 2 now and it has just been an absolute nightmare.
I must be speaking to outsourced support because the most that they can do for me is to “escalate” the situation and have me wait. They are in the dark just as much as I am. What a joke. I’ve lost out on over a week of revenue and they aren’t giving me my money. I never should’ve switched over if I knew they were going to put me through this nightmare. I finally got a response from someone in the risk analysis team, but they didn’t resolve anything. i just have access to my account again, but it still shows that I’m on hold.
So I went back to contacting support, and what do you know.. they are going to escalate again and have me wait AGAIN.
Thanks for reaching out and detailing your situation. I most definitely hear your concerns and understand your frustrations.
I see you mentioned that you’re in communication with our Risk Analysis team via email. While our Community Forums team aren’t able to access support tickets from our end, if this is the case you can continue to speak with our Risk Analysts via your current support ticket, as our Specialized team handling your case is best equipped to support you.
For further context, while our Live Support and Community Forums teams are available to help with general enquiries, our Specialized team handles account-specific cases like these. Our Specialized team currently operates via email only, due to the nature of the queries that they handle. So if our Live Support team require further assistance from one of our Specialized teams, they’ll need to escalate your query to the appropriate team’s queue so that we can proceed in providing you with our specialized support.
If you’ve replied to the email sent by our Risk Analyst, rest assured that they will continue to support you via the current support ticket you have open. Our team intends to support merchants and reply with any updates as quickly as we can, but at times this may take a bit longer than expected to ensure that proper steps are being taken. This is only to ensure that we can address the situation as best as we can for all of our merchants, so we really appreciate your patience.
I understand it can be frustrating to wait, but do keep an eye out on the account owner’s email address, as our team are actively working on this situation and will provide an update as soon as they can.