Hi Shopify Support,
Context
I run a legit business that works alongside respected big companies. Clothing store selling 80k/month. Been working with Shopify for 3 years without any problem. I need to pay my employees and business partners. Need your assistance on this case. I have been using Shopify Payments already for a year. My account was already approved.
A risk advisor reached out to me requesting verification documents. By mistake, I sent the wrong document to one of the fields. He immediately disabled my account without explaining why or requesting the right document.
After noticing I have sent the wrong document I reached out to him with the right document. The document was never sent to the platform for review. No explanation or clarification was given to me.
With replies once a week, now I’m stuck with this agent who doesn’t want to cooperate and I don’t know why. I have been trying contacting support, calling, and creating posts here, but nothing seems to work and everyone is telling me to wait for this person’s reply. He doesn’t want to cooperate and doesn’t want to send the right document. That’s why I’m requesting a review of this case. Stripe contacted me about this document being approved on their site, as when I switched to Stripe it asked me to upload this not uploaded before document. I have done it and now is verified. Still, my account is on hold and I’m waiting for someone to assist me here for weeks, it’s been 2 and a half weeks waiting for someone.
I have 30k on hold for a month now. I’m being patient despite the situation but I do need help from someone else. I have colleagues who have their business exactly the same as mine running smoothly as they got someone who filed the right documents and gave them quick replies. I have read the TOS and requirements with our legal agents and we do comply with everything. We are stuck with this just lack of cooperation and understanding.
I will appreciate it if someone can hear me out, as you can imagine this is damaging my business and I need this solved asap, I have orders that need to be fulfilled, customers to serve, businesses and employee’s to be paid,
Wednesday I was on the phone for over hours 3 trying to get someone who could get me at least a status or timeline, however, there is no way to actually talk to someone on the risk team, and I was told: “they don’t have phone numbers.” I am responsible for making sure that our employees are taken care of paycheck-wise, and am currently unable to do so.
You have a situation where they are withholding almost $30,000, and I can’t get a clarification email for 3 days; that is simply unacceptable after I send over 20 emails, and 6 phone calls after almost an entire business week. I now, after dealing with this team fear reprisal in the form of them just shutting down our store; my only hope is that someone who actually has the power to do something about this sees this.
-Agustin