After 4.5 years and more than 67k orders (0.15% chargeback rate) in my store, this risk advisor just jumped in and decided to cancel my Shopify payments and leave me just with PayPal. His main problem is that most of my logins came from Israel, No matter what I sent over he mentioned that I am currently in Israel & thats what he decided. I have dual citizenship (Israel and USA) and there is nothing wrong with it. Multiple times I have sent my passport, my LLC data (US-registered company with US-registered bank account) and the bully ball kept going (although I have sent almost everything related to me including personal stuff just to prove that I am a US citizen, My passport & LLC & Address, nothing was good for him) Then it was a problem with the address and I have proved that it is my mum’s apartment in the USA and that I have a phone bill connected to it. He is just circled back without a will to help. Bear in mind that in order to have Shopify payment, any non-US resident can just pay $400 and remotely open an LLC and a bank account and get it.
This rep caused us to stop working for 4 days, At the end the same files that I have sent in few days earlier were the ones that were enough for me to use Shopify Payments.
No matter what I said to him he went back to the fact that I am Israeli because I logged in from Israel, This came up few times from his side, I really don’t want to think that this has something to do with the fact that I am half Israeli, because I got that from a different platform & It’s very insulting, He completely tried to erase my existence in the US not accepting nothing from my side.
Business went down, my stress levels went through the roof.
My health is suffering and I do not know if this is happened because this employee is just bad at his job or racially motivated.
I would like a shopify rep to please contact me asap, This is not how you treat a 5 year old brand on Shopify when nothing on my end has changed, Address, Bank account or anything.
Thank you for sharing your story. I am sorry that it has been as stressful as it has but I want you to know I am here to help.
I can’t check the specific reasoning as to why you were removed from Shopify Payments, as we can not authenticate your store through the Community. However, what I can do is give you the steps required to get this reviewed again, and for your concerns to feel heard.
You can do so through live chat, requesting a callback (if available at the time), or through email. Once you are in contact with someone, you can provide the exact text above from your community post, explaining what you wish to appeal. You can then reference this post on the community and my response if needed.
From there, our team can connect with our Risk Team so they can get another pair of eyes on the issue. While this may not provide an immediate outcome, I can assure you that our team will give it fair attention. Our Risk team would be best equipped to review from there,
I am constantly trying to reach you Via email & you don’t seem to wanna reply unless its over here, We need help or else our store gets shut down because one of your reps!
This is personal and I don’t want to speak about it here!
I don’t feel like speaking about racial issues over here, This is very insulting getting this kind of behavior and possibly tarring down our store after 5 years that we’re with shopify with a high paying plan + Using 2 of your warehouses, So please WE NEED URGENT HELP!!!
Sorry for the words, But this really sucks, This support is just something we never thought we’ll get so bad.
Our brand is on the line here and we can’t seem to reach any rep that seems to care about this issue, We have one more day left before we get shut down!!
I can’t stretch this enough, I am a US citizen, I provided my passport, SSN, LLC, Bank Account, Utility Bill, Proof of address and much more, I was told over and over again that I am not American but Israeli since I have dual citizenships, We got shut down for 4 days for this crap!
This went over a whole week of the rep claiming I am Israeli and not American making it look real dirty, Me being half Israeli doesn’t change any facts that I am a US citizen as well!!! I provided everything! This can’t go on Shopify!
I will reach out to forums and post my story, This is ridiculous!
Thank you so much for following up here, I know this is a pressing situation. From what you have provided to me here it sounds like our team would have been given everything they need to revise your accounts standing and provide you with an update on proceedings.
Would you be able to check your email inbox (the owner’s email inbox) for communications from our team? It might also be in a spam folder too. If you do not see anything you can let me know here too.