Running an online store on Shopify offers significant opportunities, but when a Shopify Payments account gets suspended, it can cause serious disruptions. For Kenyan merchants, this may feel like a setback, especially if the account suspension affects cash flow and customer trust. However, understanding the reasons behind suspensions and taking immediate corrective action is key to resolving the issue quickly. This guide will walk you through the common causes of Shopify Payments suspensions, what to do if it happens to you, and highlight IntaSend as a beneficial payment processing alternative for Kenyan merchants.
Why Shopify Payments Accounts Are Suspended
Shopify Payments can suspend merchant accounts for several reasons. Understanding these reasons allows merchants to make the necessary adjustments to avoid future suspensions. Below are the most common causes:
1. High-Risk Products
Selling high-risk products can trigger Shopify account suspension. These products are generally prohibited or heavily regulated. Some of the most common high-risk items include:
- CBD and Cannabis Products: Subject to varying legal restrictions depending on the region.
- Adult Content: Products related to adult entertainment are often flagged by Shopify.
- Tobacco, Firearms, and Related Products: These items have strict legal regulations, making them unsuitable for sale on Shopify’s platform.
Merchants selling these items are at risk of immediate suspension of Shopify Payments.
2. Excessive Chargebacks
A chargeback occurs when a customer disputes a transaction and requests a refund from their bank. Shopify sets a chargeback threshold of 1%. If a merchant’s chargeback rate exceeds this, the account may be suspended due to concerns of fraudulent activity or poor customer service. Chargebacks typically arise from:
- Misleading Product Descriptions
- Low-Quality Products
- Poor Customer Service
3. Violating Shopify Policies
Shopify’s Acceptable Use Policy outlines rules that every merchant must adhere to. Common violations include:
- Selling Prohibited Items: Items prohibited under Shopify’s guidelines can lead to suspension.
- Misleading Product Information: Inaccurate descriptions can lead to customer complaints and chargebacks.
- Non-Compliance with Local Laws: Failing to comply with local regulations may result in a hold or suspension.
4. Unusual Order Volume Spikes
A sudden surge in orders—such as after a successful marketing campaign—may trigger suspicion. Shopify may see this as suspicious activity and temporarily suspend the account to investigate potential fraud or order fulfillment issues.
5. Late Order Fulfillment
Failure to fulfill orders on time can cause customer dissatisfaction and lead to refund requests, further putting the account at risk of suspension. Keeping track of inventory and delivering products promptly is essential.
6. Suspicious Activity
Shopify’s fraud detection systems may flag accounts for suspicious activity. This includes processing fake orders or using stolen credit cards, leading to an immediate suspension of the Shopify Payments account.
What to Do If Your Shopify Payments Account Gets Suspended
If your Shopify Payments account is suspended, don’t panic. Here’s a clear process to follow:
1. Identify the Cause of Suspension
Start by reviewing the email notification from Shopify, which will detail why your account was suspended. If unclear, contact Shopify Support for clarification.
2. Review Shopify’s Terms of Service
Read through Shopify’s Acceptable Use Policy to understand the specific violations that could lead to suspension. Familiarizing yourself with their policies will help you identify potential causes.
3. Resolve the Issues
Once you’ve identified the issue, take immediate steps to address it. This could involve:
- Removing Prohibited Items from your store
- Improving Product Descriptions
- Enhancing Customer Support Practices
4. Contact Shopify Support
Once the issues have been corrected, reach out to Shopify Support. Provide clear documentation of the steps you’ve taken to rectify the problems and request a review of your account.
5. Explore Alternative Payment Solutions
If Shopify Payments remains suspended or the reinstatement process is delayed, consider using a third-party payment provider. IntaSend is a reliable solution tailored for Kenyan merchants and offers seamless integration with Shopify.
Third-Party Payment Providers for Shopify: What to Look For
When Shopify Payments doesn’t work out, a third-party payment provider can help keep your store running smoothly. Here’s what to look for in a third-party payment provider:
1. Easy Integration
Choose a provider that easily integrates with your Shopify store, offering clear documentation and APIs for setup.
2. Local Payment Methods Support
For Kenyan merchants, support for M-Pesa and other local payment methods is essential. This ensures your customers have convenient payment options tailored to the Kenyan market.
3. Robust Security Features
Look for providers that comply with PCI DSS standards, ensuring secure transactions with encryption and fraud detection.
4. Competitive Transaction Fees
Avoid providers with high transaction fees that eat into your profits. Choose one that offers transparent pricing.
5. Excellent Customer Support
A good payment provider offers reliable customer service, ideally via chat, email, or phone, to resolve any issues quickly.
6. Reporting Tools
Detailed analytics and reporting tools can help you track sales, manage refunds, and analyze customer behavior.
7. Scalability
As your business grows, ensure that the payment provider can scale with your needs, handling increased transaction volumes smoothly.
Why IntaSend Is the Ideal Solution for Kenyan Merchants
For Kenyan merchants facing Shopify Payments suspension, IntaSend offers a local solution tailored for businesses in Kenya. Here’s why:
- Local Payment Integration: IntaSend integrates with M-Pesa, providing Kenyan customers with convenient mobile payment options.
- Automated Billing: Perfect for subscription-based businesses, IntaSend supports automated billing without chargeback concerns.
- User-Friendly Interface: IntaSend’s dashboard is intuitive, allowing merchants to manage payments without technical expertise.
- Security: IntaSend employs advanced security protocols to safeguard sensitive data during transactions.
- Competitive Pricing: With low transaction fees, IntaSend helps merchants maximize their profits.
- Comprehensive Reporting: IntaSend offers detailed reporting tools to help merchants make data-driven decisions.
- Responsive Support: Dedicated customer support channels ensure any issues are resolved promptly.
Conclusion
Having your Shopify Payments account suspended can feel like a major setback, but understanding the reasons for suspension and taking swift action can help resolve the issue. Additionally, IntaSend offers a reliable and cost-effective alternative payment solution for Kenyan merchants, helping you maintain smooth operations even when facing Shopify Payments challenges.
With IntaSend, Kenyan businesses can continue to thrive in the e-commerce space, offering local payment options and ensuring seamless customer transactions.
