Well, this the aftermath of my “standard review”. It took them approx 1
week to resolve the issue, and during that one week they didn’t tell me
much and left me thinking they were trying to steal our money. On the 8th
day, they contacted me and told me that I had a standard review… and that
I wouldn’t be able to continue selling due to my product description. They
paid me the money they had on hold, but disabled my Shopify payments
account. Although my Shopify payments account was disabled, they said I
could continue to use their platform via another payment gateway. Being a
newly registered company, with proof of earnings, we was able to get a
merchant account. The merchant account was fully approved and ready to
connect with Shopify as of yesterday. So it took about a week and a half to
register with the merchant, and have them verify our business documents.
Will we use Shopify + new payment gateway? We’re still up in the air about
that, as going thru what we just went thru was not cool. We’ll keep the
account on standby for the moment, and explore other options. We want to
make sure to never be put in this position again, as it’s a pretty messed
up feeling, especially when no one wants to give you answers. Hope you get
your situation resolved, hopefully you won’t have to go thru everything we
did! But just know they should be contacting you back… just stay
persistent with them, as I found out in the end that the first 2 support
reps hadn’t escalated my case like they claimed. It took getting one
support rep who actually cared about what she did for her job, she
apologized, broke down everything that took place with the account since it
was put on hold, she also recommended that I take screenshots of where the
other reps claimed they escalated the case, but really hadn’t. She then
actually escalated the case, and made me a CC in all her contacts with the
team that handles the situation. So I was able to see everything she was
saying to the team, and I could see all their responses to her. That is
what I call transparency! This lady was awesome, and she deserves a raise.
It’s sad that two reps didn’t care enough to actually escalate my case..
but is also proof of why you need to be persistent, and don’t depend on
“we’ll contact you”. Well, that’s my whole experience with Shopify to
date. Have experienced both and good while here. Peace.
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