Only giving out a first name is entirely normal to protect staff from malicious activity, eg doxxing and harassment, and if you have recorded the times of your calls should be entirely enough to legally identify those staff members in court if required. (You are noting the times of your calls to them and their approximate content?)

At this stage with an unusual flow of money of that order into your account Stripe is likely obliged to consider Anti Money Laundering and similar investigations for a start, and delay to handing on the cash is likely its main risk reduction tool at this moment.

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zenkoakishaga 9 hours ago | parent [-]

Yes, we have made evidence of the duration of each, location of call, name of Manager.

Alright. While I understand that, a quick or even complex review would show that our business is legitimate, clients legitimate in 1-2 hours tops if we are being honest, but its already breaking our cashflow and we are 3 days in with our account blocked.

Is there anything we can do to urgent this matter and unblock our account?, we really need to honour our hundreds of orders at a timely manner. This affects our image.

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naishoya 8 hours ago | parent [-]

I would advise: reach out to your clients directly. Be happy that they chose to purchase from you, explain that delays are happening due to the rapid increase in popularity, thank them for this opportunity to learn about international business at scale.

Inform them that you will be expediting the shipment of these orders in the sequence which they were received as this is the only fair way to prioritize orders, instead of the 'larger' orders or 'more profitable' orders having priority.

Offer to cancel and refund any orders where the customer is not satisfied with this response to the delay which is out of your control. These customers will in the end be more difficulty than they are worth, and trimming them out of the production line ASAP will expedite those who are understanding and patient.

Be sure not to 'blame' your processing handler, this delay is simply standard due diligence against international money laundering and other nefarious situations. No amount of assurance from you that it is legal and lean absolves them of the requirement to confirm these facts independently. Stripe's compliance and legal department is doing exactly what they must do, it will take whatever time it takes to resolve, and if you truly are verifiable and above board this delay will quickly resolve.

The communication with customers will strengthen your relationship with the fraction of them who are good, steady, and likely to become both repeat customers and good referrals.

Even the ones who choose not to wait a bit for your best quality goods, will be able to tell people that you communicated clearly and gave them the opportunity to walk back their purchase with no hassle.

And in a few days time, you can get to work filling the sudden orders. I advise not withdrawing those funds all at once, or spooling up the scale of production as this will lead to quality control issues.

Take your time, work down the orders with the very process that made you become a viral success, and deliver your best quality with updates and clear communication. Turn this from a one time rush of massive orders into a steady, reliable, continual slope of growth building into a trusted provider of fine handmade products.

Withdraw those funds in small stages, only as much as is necessary to purchase materials and pay workers for productive time; no sudden raises or advances against work not finished. Take any 'earnings' only after all non-cancelled orders are shipped and delivered.

/large_market_advice

	▲	zenkoakishaga 3 hours ago \| parent [-]
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