I am in a similar situation. I’ve been selling wine since 2020 without any issues. Then suddenly on 12/2/23, Shopify said they were doing their compliance review and may disable Shopify Payments and they put my payouts on hold.
Despite my providing them with all the necessary documentation, they disabled Shopify Payments on 12/4. They thankfully released a payout that was on hold though. I have tried contacting support by phone, and I have emailed both Legal and Risk Management departments with no response. The customer support reps can’t do anything and just say wait for the review to be complete.
In the meantime, I have been trying to get an account with Bankful set up and it takes several days. This is such a critical time for my business and I can’t be without an adequate payment provider since we do POS sales at weekly tasting events. I lost customers at an event last night since they are used to just tapping their cards on my card reader or using Apple Pay. My trying to get customers to pay via PayPal or Venmo makes me look very unreputable.
My business has taken a significant hit this week and I see from these comments that may not change. I don’t want to resort to filing complaints on the BBB site. It looks like my business needs to finally make the switch to WineDirect, which is what Shopify appears to be pushing businesses like ours to do.
So glad they opened the site back up for you, but they won’t compensate us for any lost proceeds during the time they are completing the reviews. Not having adequate warning time to establish an alternative payment method is unacceptable and detrimental. This needs to be resolved quickly and I’ll see to it that it never happens again.