Hello,
Our Shopify Payments account for was disabled on Monday due to “elevated risk of customer disputes.” We submitted a full appeal with all requested documentation same day, but have not received any reply or update since.
Over the past weeks, we have had multiple open tickets related to payment issues and payouts (including previous unresolved cases), and have been in frequent contact with Shopify Support. These included clarification of refund discrepancies, failed payouts despite updated bank details, and pending refund processing. In one case, a Shopify advisor explicitly told us not to pay a pending refund settlement link as it contained incorrect amounts, and to wait for an updated link after the August 13 payout date. We followed this advice in good faith, and this appears to be the reason why we are now locked out of Shopify Payments.
Despite this, the current ticket remains unanswered, and the lack of communication is causing major disruption to our business. We cannot process payments through Shopify Payments and pending payouts are being held for 120 days, severely impacting cash flow.
Could a moderator or someone from the Merchant Trust team please review and escalate this ticket urgently?
Do you have any similarities to this situation and what to do?!
Thank you for your help.