Account restricted without warning
Our business account was suddenly flagged for “security reasons” without any prior warning or clear explanation. We only discovered the issue after trying to cancel a shipment that our customer no longer needed. The shipping label had already been paid for but was not used, and we requested cancellation/refund. Instead of receiving a clear refund resolution, we were told that our account was under review. Since then, we have also been unable to create new shipping labels because checkout keeps failing. Support confirmed that our account is under review, but they could not explain what triggered the review, what exactly needs to be verified, or when it will be resolved. This is extremely frustrating for a legitimate business that depends on shipping labels to fulfill customer orders. From our side, it feels like the account may have been restricted after we requested a refund for an unused paid label. If that is the case, this is not acceptable business practice. If an account is restricted, ParcelMonkey should clearly notify the customer, explain what information is needed, provide a reasonable timeframe, and not leave the account blocked with vague answers while an unused paid label refund remains unresolved. We have asked for escalation and were told the case was forwarded to management under reference PMSOP6W9. We hope this is resolved quickly, but the lack of transparency, unresolved refund, blocked checkout, and business disruption have been very disappointing. Businesses should have a backup shipping solution in case something like this happens, because an account review with no clear timeline can leave you unable to fulfill customer orders. We have now switched to GoShippo because we cannot risk being blocked from creating labels. It is a shame, because we had been ParcelMonkey customers since 2019.