Nathan.lcx

[Hamzabandz🦅 @hamzabandz]

@Shopify @ShopifySupport @ShopifyEng @tobi Our Shopify Payments account was disabled just 2 hours ago. €84,000 is now frozen for up to 120 days and our customers can no longer pay on our store.

This is bringing our business to a complete stop overnight. We need urgent help.

The facts, all verifiable:

• 2,196 orders
• Only 2 chargebacks — 0.09%
• 0.82% refund rate — mainly customers who changed their mind after ordering and were immediately refunded
• Every order has been shipped
• Every customer inquiry answered within 24h
• Identity verification completed and requested information provided

We were told Shopify Payments was disabled because the required identity verification was not completed, despite us having completed the verification process and provided the requested information. We are ready to provide ANY document again immediately if necessary.

What makes this extremely difficult is the impact: €84,000 from our business is now frozen for up to 120 days, customers cannot complete their purchases, and our scaling has been stopped overnight.

This doesn’t just affect us. We have suppliers, freelancers and partners relying on these funds. We now find ourselves unable to pay people we work with because money generated by our business is suddenly inaccessible.

With a 0.09% chargeback rate across 2,196 orders and only a 0.82% refund rate, we genuinely don’t understand how a verification issue can result in our entire payment operation being shut down and €84,000 being held for months.

We’re not asking for special treatment. We’re asking for an urgent HUMAN REVIEW of Ticket ID: 745084c4-9d05-4589-a3ff-68988af93bd2

If anything is missing, tell us exactly what you need and we’ll provide it immediately.

@ShopifySupport please escalate this to the Shopify Payments team. Our DMs are open.

A RT could genuinely help us reach the right person at Shopify. 🙏

[blue @blue_ecom]

@Shopify @ShopifySupport @ShopifyEng @tobi — My Shopify Payments was disabled yesterday morning. $37,000 frozen for 120 days. This store is my ONLY source of income. I need help.

The facts, all verifiable:
• 2,500+ orders fulfilled since July
• 0.16% chargeback rate (the risk threshold is 0.65%)
• 4.3★ "Excellent" on Trustpilot
• 1.5% refund rate — we proactively refund any unhappy customer, that's WHY disputes stay low
• Every customer email answered within 24h, orders shipped within 24h with tracking
• Zero unpaid Shopify bills, two stores, long-time paid app stack

Here's what makes this brutal: Shopify Balance was my main account. I never moved money out to the bank bcs I was in scaling phase. So this hold froze EVERYTHING I have — $37k from orders already delivered to happy customers. I have a supplier on net-20 terms, freelancers to pay, 135 paid orders awaiting fulfillment that this freeze puts at risk… and barely enough left to live.

Shopify's own risk team reviewed my account in July and REDUCED my payout delay from 5 to 3 days based on my track record. Nothing changed since — except more volume, same clean numbers.

I'm not asking for special treatment. I'm asking for a human re-review of ticket 12490461, and at minimum a partial release of funds against delivered, undisputed orders while the review is ongoing.

I'll provide any document immediately. My DMs are open.

A RT helps more than you know. 🙏

[Nathan.lcx @nat_lcx]

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[Nathan.lcx @nat_lcx]

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