Hello everyone,
We are a small business with employees, stock, inventory, and a real legit business being operated and hosted on Shopify after many of our friends had recommended it.
Everything was fine for the first few months. Then things started to pick up for us after we had begun running ads.
Suddenly, we got hit with a “Shopify Trust & Safety Team” review asking us for identification, shipping info, tracking numbers, inventory proof, supplier documents, etc.
We understand Shopify just wanted to get some more info on us as we began doing decent numbers. We went ahead and uploaded everything and then everything seemed to be fine.
Then, our Shopify Trust and Safety Team Representative of our case came back to us saying that we are a high-risk business and have decided to hold our funds for 120 days with a 30% hold.
We are not some people running a dropshipping site out of a basement nor are we playing games, We are an official, licensed, and legit business. Our margins are already so low. Taking 30% is a guaranteed chance of going out of business. Nothing and I say nothing, is high risk at ALL about our business.
I’m extremely frustrated in Shopify and if this matter is not taken care of, I will let everyone know about this and will also be switching to WooCommerce. I am panicking and don’t know what to do. Waking up to see that 30% of funds are helping is a recipe for disaster, let alone 120 days.
Nothing about our business is risky, as matter of a fact we are doing everything properly!!!
Shopify said that they are doing this hold to mitigate chargeback risk!
So far, we have not had a SINGLE refund or chargeback!!! All our customers are happy with us and we are doing just fine. After the hold, we’ve been struggling with fulfilling orders since our cash flow has been ruined and we are almost guaranteed that we will receive a chargeback or refund soon, not because of us, but because of Shopify itself!!! How can you hold a business’s payout in the name of mitigating chargeback risk, but being the direct cause of the chargebacks???
There has been a huge misunderstanding. This is not fair nor is it right to do this to a small business. We rely on every payout to pay our suppliers and employees. Putting this hold will make sure that we go out of business very soon. Not only that but in Q4 too??!?!? Really? The worst time of the year to not have cash flow and you pull the rug on us?
We provided all the documentation, license, ID, and supplier documents, but our rep keeps responding with copy-and-paste broad replies. We would like to ask someone to help us and have this matter escalated please, this is our last resort in trying to keep this business alive after what Shopify Payments did. Please help!!!
Ticket ID: redacted