So Shopify has had my account payments on hold for a week now… nobody can buy anything from my store. I contacted them ASAP and they gave me the run a round. Let me explain. I call them on day 1, they said wait 48 hours. I call them on day three and they say “oh sorry actually we’re waiting on stripe to verify info” so day 5 I call stripe directly and stripe says “you need to contact Shopify to get this fixed”…. I hope someone reads this….
Might be worth switching to a different payment provider in the meantime. Then you can at least continue to take sales while they sort things out!
Hi there, @Haydenxclark !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!
With regards to your inquiry, I hear your frustrations about this matter and the need to urgently solve this. What @casey-customs has suggested is a good one: try to activate other forms of payment gateways for your checkout so customers are still able to complete their purchases. Please visit this link for all other gateways you can use
As for your ongoing ticket, this is a great thing. Our team is working on this matter and will get back to you as soon as they hear the word from Stripe. We appreciate your patience and understanding regarding this process. Such holds or reviews on accounts using Shopify Payments is fairly common. Our team always ensures that we are all abiding by the regulations that we have as well as our partners.
You are more than welcome to reply to your ongoing ticket with our team to ask for updates and further information as well.
I would say the last part of your message is misleading. I was told NOT to respond to the ticket bc it would show up as a newer conversation… leading to longer wait time, seeing as they start from latest tickets to newest tickets. (I was told this my Shopify support member while on the phone)
secondly I want to say that they have responded with the documents I need. I need ID, Proof of business association, proof of inventory, social media.
I didn’t know I needed any of this but I’m not giving up. I immediately spent 400$ to fast file a LLC and I’m hoping it gets here before the 3rd. In 1 day. That’s how long Shopify gave me to gather the documents. I reached out to Shopify and told them my situation. I’m hoping they have some mercy before “disabling my account”.
as for proof of inventory, I don’t have that either bc I’m dropshipping so my inventory is directly through suppliers. But Shopify says they encourage dropshipping so I’m hoping they, again, have mercy that I don’t have proof of inventory.
Thanks for the update, @Haydenxclark .
Dropshipping is one of the most business models that we have on the platform so when you reply to our team with your documentation, I recommend providing as much information/explanation as you can. Even if you think your documents are not what is being asked specifically, the more information you provide, the better understanding our internal team will have on your situation.
I can definitely sense your determination regarding this matter. Please know that these reviews are normal and our team is aware that every business is set up differently. Just keep the communication open with them, with your ongoing ticket/email thread and feel free to ask any sort of clarification that you may need about these requirements.
I have also attached this help document that gives you more information on the documents that we are looking for as a reference.