Shopify Account made inactive, documents sent 3 weeks ago! Still NO REPLY!

Shopify Discussion
1

Hi

Our Shopify account was made inactive,. Received an email asking for documents, which were all sent 3 weeks ago. since then, No reply…

Have contacted customer support, on average 5/6 times and they just raised a ticket and have escalated.

Since then, no one can give any further information or update?

If i create another account, the same thing will only happen again!

GET THIS SORTED SHOPIFY THIS IS UNACCEPTABLE.

2

Hey, @Doorlab .

Thanks for reaching out.

I appreciate the context that you have shared with us as that is very helpful! I can certainly understand that this is not an ideal situation. We do not have access to any store or account-specific information from the Community forums. However, if you have successfully submitted your documents to our internal team, you will need to allow them to review the contents and reach out to you accordingly. With that being said, I would advise directing your inquiries and concerns to the open email conversation with our live support that you have submitted your documents to. This will notify the corresponding team that is handling the case and will be prompted to respond.

Let us know if you have any questions.

3

hi Ollie. We have live chatted several times urging them to escalate this. But has been many weeks and is just terrible customer service. With the best they are able to say is they will just get back to me. No follow-up email saying they have seen the documents or are in the process of reviewing it. Terrible from Shopify’s end

4

Hey, @Doorlab .

Thanks for the quick response.

I can certainly see the benefit of receiving a follow-up email informing you that the documents are being reviewed. I am going to provide this as a suggestion to our developers to include. We appreciate you providing your feedback about the process. I do not have a specific time frame to provide to when you will receive a response. I encourage you to keep an eye on your inbox for a response from our team regarding this.

5

Have your problem resloved? We met the same stutiation and ticket no replied.We are worried very much.

6

hello, yes it eventually got resolved. Didn’t get ANY ticket replies. Just after 2 months i got an email saying my account has been reinstated.