Hi,
Dear Shopify Support,
I need assistance with this as an Urgent! Matter.
Context
3-Year-Old Store. Doing 70k/month. Already paid 3 capital loans. We were using Shopify Payments without problems until last week when a Risk Agent told us we needed to submit verification documents. I asked this Agent exactly to confirm if those I mentioned in the email were the verification documents needed as the form is not very explicit. He told me to upload it and then he will check. Once uploaded he declined our use of Shopify Payment, not giving us the reason for it or the document needed. After reaching out to him letting him know that it was a mistake on my side, as I wanted to solve this asap, I have the right documents. I contacted my lawyer and he sent me the right documents but I haven’t heard back from Risk Agent. My account was already approved last year by another agent. We have the conversation saved that explains this exactly. She was cooperative and asked me for the right documents. Taking this into account with the severity that it needs to.
My business is being affected as a whole:
- My Shopify Balance (Bank Account) got disabled. Alongside the cards associated with the account. Meaning I’m unable to pay my customers, suppliers, employees, and partners. I can not even get money into my account from other sales channels as my bank account got suspended. I use that account for business and personal expenses and I can’t use it.
- Big Companies that work alongside our brand are being affected. We are partners of big Companies, we prefer not to mention here but we can give further information on private, all those big multimillionaire companies are being affected by this, as you can image royalties need to be paid, we need to sell and ship to our customers asap.
- Employees need to get paid. We have employees waiting for this to be solved and get paid.
- Apps disabled from our store.
My attorney’s team has been reached and I have personally explained the situation alongside support from another Shopify agent that told us that my account should be enabled. Our business is being damaged making us lose big money.
I can’t even take my money out from Shopify Balance until the review is finished. I’m feeling isolated and helpless with this situation, a week passed by and I haven’t received any feedback update or anything. I have already contacted Shopify Support but they are telling me to wait, without any ETA. Do you know how this affects my business?
The ticket ID is 27016662