We are writing to express our frustration and concern regarding the ongoing issue with our Shopify payments. It has been 11 days since our store was unexpectedly disabled due to an unknown issue. We’re saying unknown as the reasons have never been communicated to us.
Since than, despite regaining access and updating our payment information, we are still unable to process credit card, Apple Pay, and Google Pay transactions. This critical limitation is significantly impacting our business and causing considerable customer inconvenience.
Chronology of Events:
February 2nd: Our Shopify plan was unexpectedly canceled, rendering our store inaccessible.
February 3rd: We received refunds for the app store theme and annual subscription fee we paid for.
February 5th: Regained access to account, selected a new plan, and updated payment information. No charges were made for the theme or subscription, raising concerns.
February 6th: Provided additional information requested by your legal team. No further communication received since then.
Current Situation: Store remains open, but payments limited to PayPal and Venmo, severely hindering sales.
We have diligently followed all instructions and provided necessary information. However, the lack of progress and communication is unacceptable and detrimental to our business.
To compound our frustration, despite sending two reminders to the legal team and contacting chat support on multiple occasions, we’ve been met with unhelpful responses and non-functional email addresses. As provided in the attached screenshots, we were directed to follow up on a support ticket through an email address that cannot receive incoming messages. This lack of communication and resolution borders on negligence and is entirely unacceptable for a platform entrusted by businesses like ours.
Furthermore, the sudden store closure without warning constitutes a violation of your own user policy, which stipulates the requirement to provide prior notice, explanation, and an opportunity for explanation and defense. Disabling a store and simply issuing refunds disregards the countless hours invested in optimizing your tools for an exceptional user experience. This irresponsible and unprofessional conduct leaves our business in limbo, unsure of the fate of our account and livelihood.
Why was our previous payment information not processed after selecting a new plan?
What specific actions are required from your team to enable full payment processing immediately?
When can we expect a clear and actionable resolution to this unacceptable situation?
We are willing to cooperate fully, but the current lack of communication, disregard for policy, and detrimental impact on our business are absolutely unacceptable.
Thank you for your urgent attention to this critical matter.