Hello! We tried to pay invoice using the card but the shop was blocked without any warning. We contacted the support, they forwarded to the risk team but there is no response more than 35 hours . Our store can be blocked soon due to disputes because our customers are confused by the inactive site.
Also, due to complaints, an Instagram account with almost a million subscribers has been blocked too.
We really need to fix it as fast as possible, can you activate the website while the store is being checked or tell us what is the average expectation of a response from the risk team? Thank you in advance for your help.
Thanks for posting despite the frustrating situation.
While I can’t speak to your specific situation, as I don’t have access to your account, I can assure you that our team investigates each and every one of these situations as quickly as possible. Unfortunately, due to the amount of tickets presented to our Risk Team, the response time is generally between 2-5 business days.
I definitely appreciate that this is not ideal, however while our team is investigating the situation we ask for your continued patience when waiting for a response. If you have not received an email from our Risk Team within 5 business days please contact our live advisors. Please note, our Risk Team is not available on weekends, thus you will need to wait until the next business day before contacting our live advisors.
To speak to our live advisors, please visit our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’
friend do not wait for an answer to solve your problem, it will take time and you need to react.
Create a similar instagram where other users can find you temporarily and post an explanation of what happened for your customers, and offer a means of contacting you.
I also suggest you create a simple page with a single URL in wordpress, redirect the domain and also give notice of what happened by that means, placing a contact button.
This to not see how your business is destroyed in these 5 business days. good luck mate