> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/help-center/troubleshooting/reviews-holds-restrictions.md).
# Reviews, holds & restrictions
A platform asks for documents, holds funds, limits or bans the account — and what WorldFirst needs to release payouts.
{% hint style="danger" %}
**Rule one:** if any platform requests a review or documents, contact your manager immediately — **before** submitting anything. Documents sent without us are the most common way to turn a routine check into a ban. The templates for each platform are in [Review templates](/guide/guides/review-templates.md).
{% endhint %}
| Situation | What to do |
| --------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Stripe requests a review | Contact your manager first. Do not upload documents on your own |
| PayPal requests a review or places a hold | Contact your PayPal rep and your manager. A review or hold in the first month happens in roughly 70% of accounts and is normal; the rep pushes the risk team. Prepare the pack from the [PayPal review template](/guide/guides/review-templates/paypal-review.md) |
| New PayPal account cannot withdraw | Every new account has a mandatory hold of about 21 days. Ask your rep to push for removal |
| Funds frozen on Stripe | Frozen funds stay locked for 120–180 days. This is why the demo week ends with a payout before volume grows |
| A payment is "Awaiting verification" in WorldFirst | A routine check of where the money came from, usually on the first payouts. Follow [WorldFirst Guide, section 2](/guide/guides/banks/worldfirst.md) — the exact screenshots and where to upload them |
| A platform asks for a verification after delivery | Contact your manager first. Verifications needed to deliver the setup were included; each verification after delivery costs €300 — see [Replacement & verification](/guide/policies/replacement-and-verification.md) |
| WorldFirst asks you to add your store or confirm a payout | Connect the store as a collection account and send the two screenshots described below. Contact your manager if WorldFirst asks for anything else |
| Account limited, restricted or banned | Stop using it. Send your manager: company name, service, what happened and when, screenshots, the [OctoBrowser](https://octobrowser.org/signup/?p=10266582) profile and proxy used. We check replacement eligibility |
| A customer opened a PayPal dispute | Reply within 24 hours with accurate product details, shipping policy screenshot and supplier proof of delivery. Ask the customer to close the dispute |
| Klarna disappeared from checkout | Settings → Payments → Shopify Payments → Manage → Wallets and Local Payment Methods → confirm Klarna is enabled. Still missing → Shopify support |
WorldFirst: connecting your store as a collection account
WorldFirst receives your Shopify / Shopify Payments / PayPal payouts through a "collection account" linked to the store. One store should have one collection account — if you see two linked to the same store, tell your manager before deleting anything.
1. In WorldFirst go to **Store management** → **Add collection account**
2. Choose **Independent site** → **Shopify**
3. Fill in the store details:
* **Currency** — HKD for a Hong Kong company; GBP or EUR for a UK LTD
* **Payment provider** — Shopify Payments or PayPal, whichever pays out to this account
* **Store name** — exactly as shown on the website
* **Link** — your store URL
* **Store holder** — your company name (the only option offered)
* **店铺名称** — the store name once more
4. When Shopify asks you to authorise WorldFirst, complete the authorisation **inside the pop-up window** — do not copy the link into another tab. If it gets stuck, start the authorisation again from scratch.
WorldFirst: confirming receipt of funds (documents they accept)
When WorldFirst asks you to confirm a Shopify Payments payout, upload two screenshots:
1. **Payout details** from Shopify → Payments → Payouts, showing the company name, your domain, the payout amount, the payout ID, the date, status *Paid* and the Shopify Payments logo.
2. **Order details** for an order included in that payout, showing the order number (e.g. #1001) and the payment method.
Send your manager a copy of what you uploaded, so we can follow up with WorldFirst if the review stays pending. The full pack for a payment verification is in the [WorldFirst Guide, section 2](/guide/guides/banks/worldfirst.md).
Will I get a replacement?
One free replacement per setup if the service stopped working within 2 months of delivery, you followed all instructions, and the issue was not caused by your actions. Violated warm-up or proxy rules, restricted products, or unauthorised changes to the setup remove eligibility. Full rules and how to request it: [Replacement & verification](/guide/policies/replacement-and-verification.md).
What usually causes a review?
In order of frequency: wrong or inconsistent proxy; credentials changed too early or all at once; revenue growing linearly or faster than the schedule; local payment methods or Tier-2/3 cards too early; a store without policy pages or with risky products; missing tracking numbers (PayPal); two stores running under one company.
---
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