Processing Merchant Investigation Cases (Hong Kong Only)
The Merchant Investigation Case feature allows the SHOPLINE Payments Risk & Compliance team to collect required transaction and merchant verification documents in accordance with relevant regulations and account security requirements.
To improve processing efficiency and reduce delays or missing information caused by email communication, this feature enables merchants to directly review cases, upload documents, and track investigation progress within the system.
After receiving an investigation notice, please submit the required supporting documents as soon as possible. If you encounter any issues while completing the form or uploading files, please contact the SHOPLINE Support team for assistance.
| Note: Please make sure to submit all required documents before the specified Response deadline. Failure to respond before the deadline may result in restrictions on receiving payments, withdrawals, or other necessary account actions taken by the SHOPLINE Payments Risk & Compliance team in accordance with applicable policies and regulations. |
How to Process a Merchant Investigation Case
If your account has a pending investigation case, follow the steps below to submit the required documents.
Step 1: Access the Merchant Investigation Cases Page
You can access pending cases using one of the following methods.
Method 1: From the Account Overview Page
From your SHOPLINE Admin, go to Settings > Payments > Account > Overview.
If there is a pending case, a yellow notification banner will appear at the top of the page. Click Resolve now on the right side of the banner to open the case page.
Method 2: From the Navigation Menu
Expand the Manage merchants menu, then click Merchant investigation case to view all cases.
Method 3: From Email Notifications
The system will send reminder emails when:
- A new case is created
- The response deadline is approaching
- The case has become overdue
Click the blue View details button in the email to directly access the case details page.
Step 2: Review Case Details
After entering the case list page, the system will automatically display cases with the Pending status.
Please pay close attention to the red-highlighted Response deadline. Click View on the right side of the case to open the details page.
Reviewing Returned Cases
If a previously submitted case is rejected during review, a new pending case will be generated automatically.
You can click the blue linked case number on the details page to review the previous case details and rejection reasons.
Step 3: Upload Supporting Documents
Please upload all required documents before the deadline shown in the yellow notification banner at the top of the page.
Transaction Documents
The system will specify the number of transactions that require supporting documents. You can click the blue Order ID to view transaction details.
Merchant Verification Documents
Depending on the investigation requirements, you may need to upload:
- A scanned copy of your business registration certificate
- Front and back photos of the legal representative’s identification document
- Business-related authorization letters
- Industry qualification certificates
- Other business-related supporting documents
Additional Supporting Documents
If you have other documents that may assist with the investigation, you can upload them under the Additional Supporting Documents section at the bottom of the page.
File Upload Requirements
Please ensure uploaded files meet the following requirements:
- Supported formats: JPG, PNG, TIFF, PDF, XLSX, etc.
- Maximum file size: 10 MB per file
| Note: If the file size exceeds the limit, compress the file before uploading. |
Step 4: Save as Draft or Submit Documents
Save as Draft
If all documents are not yet ready, click Save draft at the bottom of the page to temporarily save your progress and avoid data loss.
Submit Documents
After confirming that all required fields and documents are complete, click the Submit documents button.
Once submitted successfully, a green notification message stating "Investigation Completed" will appear at the top of the page.
Step 5: Handle Overdue Cases
If a case status changes to Overdue, you will no longer be able to submit documents directly through the current case page.
Request Additional Submission Access
To request reopening of the submission channel, click Request additional documents from:
The case list page
The case details page
The platform will review your request and determine whether the case can be reopened for submission.
| Note: Submitting a Request additional documents application is only one of the factors considered during the compliance review process. Final decisions are made by the SHOPLINE Payments Risk & Compliance team. If your request is approved, a new investigation case will be created for resubmission. If the request is not approved, no further action is required. |
Frequently Asked Questions
Q1: What is a Merchant Investigation Case? Why did I receive this notification?
A Merchant Investigation Case is a request initiated by SHOPLINE Payments to collect supporting documents for account security, compliance requirements, or payment channel reviews.
Cases may be triggered when:
- Risk control rules are triggered
- Unusual transactions are detected
- Periodic compliance reviews are required
Q2: What happens if I miss the Response Deadline?
Because investigation cases involve important compliance requirements, overdue cases may result in:
- Frozen funds
- Suspension of transaction functions
If your case becomes overdue, immediately click Request additional documents to apply for another opportunity to submit documents.
Q3: What should I do if I cannot prepare all documents at once?
You can upload documents in batches.
After uploading partial documents, click Save draft. Once all remaining documents are ready, return to the case details page to complete and submit the case.
Q4: How long does the review process usually take after submission?
Review times vary depending on the complexity of the case.
After submission, we recommend monitoring:
- Case status updates
- System notifications
- Email reminders
Q5: What happens if my submitted documents do not meet the requirements?
If the review is unsuccessful, the case will be returned and displayed again in the Pending list.
Please carefully review the rejection reason provided by the system and resubmit the required documents accordingly.
Q6: After submitting a Request Additional Documents application, how long will it take before I can resubmit?
After you submit a Request additional documents application, the platform will review whether your account is eligible for another submission opportunity.
Only after the request is approved will the system generate a new investigation case, allowing you to resubmit the required documents.
| Note: Submitting a Request additional documents application is only one of the factors considered during the compliance review process. Final decisions are made by the SHOPLINE Payments Risk & Compliance team. If your request is approved, a new investigation case will be created for resubmission. If the request is not approved, no further action is required. |