Your business is like a living creature. Your payment processor is the heart that keeps it alive. So when Shopify Payments suspends your account, it’s like going into cardiac arrest—you need to resuscitate ASAP.

Here’s a quick outline of what to do to keep your business alive when your Shopify account is suspended.

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Keep Your Business Running

Step 1 is NOT to recover your Shopify account. Instead, it is to keep your business’ ability to process payments. Without a live processor and active gateway, you basically have no business.

Open a Dedicated Merchant Account

If Shopify Payments suspends your account, don’t let it bring your online business to a standstill. Act quickly and open a dedicated merchant account that truly supports your business model and products. Merchant accounts offer greater stability and flexibility compared to payment aggregators like Shopify Payments or Stripe.

Connect a Payment Gateway to Your Shopify Store

Once you have a merchant account, connect a reliable payment gateway like Authorize.net to your Shopify store. This enables you to continue processing credit card transactions seamlessly through your merchant account. Your customers won’t even notice the change in payment processing.

Use an Alternative Payment Aggregator Temporarily

While waiting for your dedicated merchant account to be approved, consider using another payment aggregator like PayPal in the interim. This allows your customers to still check out and complete purchases without disruption. Don’t open a Stripe account—Stripe and Shopify Payments are one and the same. It’s important to maintain cash flow and avoid losing sales.

Keep Fulfilling Orders and Communicating with Customers

With backup payment solutions in place, continue fulfilling orders as usual. Communicate proactively with your customers about any minor delays due to the account suspension. Reassure them that their payment information is secure and that you are working diligently to resolve the issue with Shopify Payments.

By taking these steps, you can keep your Shopify store running smoothly even when faced with an unexpected account suspension. Don’t let a disruption in payment processing derail your ecommerce business.

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How to Unsuspend Your Shopify Account

Now that you’re able to process payment and fulfill orders, you can work on releasing the suspension on your account.

Contact Shopify Support

The first step is to contact Shopify support. Email them with your Shopify account number and politely request clarification on the reason for the suspension.

Here’s an email template you can use:

Subject: Shopify Account Suspension – Account Number [Your Account Number]

Dear Shopify Support Team,

I am writing regarding the recent suspension of my Shopify account. My account number is [Your Account Number]. I kindly request more information about the specific reason for the suspension.

I value my business on Shopify and want to ensure that I am fully compliant with all policies and terms of service. Please let me know what actions I need to take to rectify the situation and have my account reinstated.

I appreciate your assistance in this matter and look forward to your response.

 

Best regards,

[Your Name]

[Your Account Number]

Stay Professional and Focused

When communicating with Shopify support, avoid letting emotions cloud your judgment. Stay calm and professional in your correspondence.

Focus on gathering information about the suspension reason, which could be related to violating Shopify’s acceptable use policy, terms of service, or scaling your business too quickly.

Emphasize Your Commitment to Resolution

In your communications, stress your desire to resolve the issues and get your online store back up and running for your customers. Provide any information or documentation requested by Shopify promptly.

Be prepared to address the specific violation that led to your Shopify Payments account suspension. This may involve making changes to your business practices, products, or website to comply with Shopify’s policies.

Be Patient and Persistent

The unsuspension process may take some time—don’t expect any immediate results. Be patient but persistent in your follow-up with Shopify support.

Keep detailed records of all correspondence and steps taken to resolve the suspension. If the suspension persists, consider seeking advice from a qualified legal professional or ecommerce consultant.

By following these steps and maintaining a professional, solution-oriented approach, you improve your chances of having your Shopify account unsuspended and getting your online business back on track.

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Always Have a Backup Payment Processor

To avoid the panic of account suspensions in the future, always have a backup processor ready for the swap.

Don’t Put All Your Eggs in One Basket

As an entrepreneur, you likely have backups for critical aspects of your business, such as website data and inventory management systems. Payment processing should be no different. Relying on a single provider, like Shopify Payments, can leave you vulnerable to account suspensions or technical issues that can grind your sales to a halt.

Set Up an Additional Payment Provider

To mitigate this risk, set up an additional payment provider that can handle at least 20% of your monthly transaction volume. This secondary provider acts as a safety net, ensuring you can still process payments even if your primary account faces issues.

When choosing a backup payment processor, consider factors like fees, ease of integration with your Shopify store, and the provider’s reputation for reliability and customer support.

Keep Your Backup Account Active

It’s not enough to simply have a backup payment processor in place. You need to keep the account active by regularly processing a portion of your transactions through it. Aim to route at least 20% of your monthly sales through your secondary provider.

This consistent usage prevents the backup account from being flagged as idle, which could lead to the provider shutting it down. By maintaining an active account, you can ensure a smooth transition if you ever need to rely on your backup processor fully.

Test Your Backup Regularly

Periodically run tests to ensure your backup payment integration is functioning correctly. Verify that transactions are being processed and that funds are reaching your bank account as expected.

Regular testing helps you identify and resolve any issues proactively, rather than discovering problems during an actual outage or suspended account.

Stay Informed and Adaptable

Keep tabs on your primary and secondary payment providers. Stay informed about any updates to their terms of service, acceptable use policies, or integration requirements. If you notice red flags or deteriorating service quality, consider exploring alternative backup providers.

Open a backup merchant account today

Get Your Money Back from Shopify Payments

Part of some suspensions also includes withholding funds. Here’s how you can get your money back.

Don’t Wait to Start the Recovery Process

If Shopify has withheld your funds in addition to suspending your account, begin the process of recovering your money IMMEDIATELY! The longer you wait, the more challenging it may become to retrieve your funds.

Contact Shopify support and request that they release 50% of your withheld funds. Be prepared to provide any necessary documentation to support your request.

Shopify will NEVER release all of your funds all at once. They will hold on as long as possible. Requesting 50% allows them to cover the orders and fees they need.

Be Persistent and Follow Up Regularly

Shopify may hold your funds for as long as legally permitted, so it’s imperative that you are proactive in recovering your money. After your initial request, continue following up with Shopify each month to request the release of another 50% of your funds.

Don’t be discouraged if the process takes time. Persistence is key in demonstrating your commitment to resolving the issue and retrieving your money.

Maintain Professionalism in All Communications

When communicating with Shopify’s support team, always maintain a professional and courteous tone. Provide any requested documentation promptly and accurately.

Remember that the support team is there to assist you, and a positive, cooperative approach can go a long way in expediting the resolution process.

Work to Resolve Account Suspension Issues

In your communications with Shopify, demonstrate your willingness to work with them to resolve any issues that led to your account suspension. This may involve providing additional information about your business, addressing any policy violations, or implementing recommended security measures.

By actively working to address the underlying reasons for your account suspension, you show good faith and increase the likelihood of having your funds released.

Consider Legal Assistance if Necessary

If you have exhausted all avenues of communication with Shopify and are still unable to recover your funds, consider seeking legal assistance. A qualified attorney specializing in ecommerce or contract law may be able to provide guidance and represent your interests in further negotiations with Shopify.

However, this should be a last resort after you have made every effort to resolve the issue directly with Shopify’s support team.

By following these steps and remaining persistent and professional in your communications, you can work towards recovering your withheld funds from Shopify Payments and getting your ecommerce business back on track.

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