New store (live ~2 weeks) received a red banner in the admin warning that specific documents must be provided within 3 days or the store would be disabled. No corresponding email was received. Funds are being held; the merchant seeks clarity on the reason and how to release the funds.
Actions taken:
Contacted support three times since Tue 01/08/2023 (UK). Each time, the case was said to be escalated; no direct follow-up yet.
Latest update from Shopify staff:
The ticket is escalated; no further action is currently required by the merchant.
Responses come via email due to security processes; delays can occur because of workload.
Account specifics cannot be discussed in the forum for security reasons. Staff offered to confirm the ticket is with the correct team if the merchant shares the escalated ticket number.
Status: Unresolved/awaiting email from the escalated team.
Open questions:
What triggered the hold and document request?
Which documents are required?
Expected timeline for communication and fund release/store status.
We’ve had our store for 2 weeks and noticed a red banned in the admin portal showing that if we didn’t provide x documents within 3 days our store would be disabled!
As a small business owner, we were shocked by the terminology used as no email was received requesting the data that we would have happily provided.
We’ve contacted support 3 times since last Tuesday (01/08/2023 UK) and each time we’ve been advised it will be escalated and we would be contacted. We have not been contacted.
I’ve read several of these posts now, and without understanding what the issue is I cannot assist in getting this resolved further. Therefore I can only plea with Shopify to provide us some understanding as to what is causing you to hold our funds and furthermore what we can do to assist in there release!
Thanks for reaching out here in the Shopify Community to share your query with us.
Thanks also for letting us know you have already been able to get in touch for support, and that your query has already been escalated for you, that’s great!
As such, no further action is required on your part as you will be hearing back from that escalated team in due course.
It can take longer to hear back from these teams, due to their workload and their requirement to work via email in order to adhere to secure processes.
While we can’t provide account support here via the Community or comment on the contents of your support tickets for security reasons if you’re happy to share your escalated ticket number with me here I can check to confirm this is with the right team for more info already.