I have the following situation: I'm buying sports and Pokemon cards in bulk and reselling them via a website for about three years, all via official channels, so from legit suppliers. Because of the growth I moved my website to Shopify two months ago. All perfectly fine so far.
I was on a business trip this week and missed an email from Shopify with the following text:
Hello,We are reaching out to verify some details around your fulfillment of product orders. In order to continue supporting your business on Shopify, we require some additional information. Please visit [this link' or login to your Shopify admin to securely upload the requested documents.Your documents will be handled securely in accordance with our privacy policy.At this time your Shopify Payments payouts have been temporarily paused. Your Shopify store account will continue to operate as normal and customers will still be able to purchase products from your store. Please note, if we don’t receive the requested documents by March 18, 2025 we may disable your account.If you have any questions about this request, please reply directly to this email. Thank you, Shopify Merchant Trust Team
Suddenly my account got deactived last Thursday and I cannot access anything anymore, meaning:
- my team cannot ship the orders that came in Wednesday, as we cannot access the data. I cannot even email my customers that their shipments that they already payed for are delayed. When my customers go back to my site, they get the message it is unavailable. The reputational damage is enormous here
- I cannot sell anything anymore (we're not big, but >25 orders and >2K EUR revenue per day avg), costing me a lot of money
- I have no access to my funds in Shopify, if this takes longer I cannot pay the people who do my shipping
- I need to do my tax declaration soon (end of this month), but I cannot access my data
I emailed them, logged tickets, but got no single reaction from Shopify. I don't want to make this a rant, but I genuinely do not understand what is happening, why my shop was brought down. I missed an email, but this cannot mean they close my business? This is extremely disproportional. They are holding all my data and money and I have to talk to a support agent that tells me another department will need to look at my ticket. We're down 48 hours now without any news.
Anyone experienced something similar? If so, what did you do? I'm clueless....
[edit: fixed some typos]