Have been with Shopify for several years. With sales of £1.5m+ a year.Shopify felt that our below 1% high risk and medium risk order flags were excessive and immediately without notice decided to place a hold on ALL our funds - not even a reserve proportionate to the level of risk.This despite some of these flags applying to orders being shipped to the cardholders billing address confirmed via AVS and even orders confirmed with 3D secure authentication.Customer service is poor. The "relevant team" are uncontactable. There is no time frame for resolving this issue. They tell you to simply wait for a reply. They also stated they were regulated by the financial regulator. Searches on the register reveal no such registration.They still expect you to continue to pay them money for additional services whilst they hold on to substantially more of your money.Despite the risk of what was less than 0.5% chargebacks. After 1 day of hold they were holding on to over 12% of our monthly turnover. Highly disproportionate and exceptionally poor way to treat customers of many years.I would have been a strong advocate for Shopify in the past suggesting others use them. However, now the customer service levels are so poor and such arbitrary and unprofessional conduct as described above means I will steer people away from Shopify. I would proactively steer my own company away from Shopify if only it was that easy for an established company.
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