My store has been up and running for about a month. A few days ago I got the message that my payouts were on hold pending a standard review, but my customers could still place orders and check out. I had not received an email or any other messages regarding this review. I figured if it's a 'standard review' they'll do whatever they need to do and it'll be over soon. This message changed to,
"Your payouts from Shopify Payments are on hold while we review your account
Contact Support for next steps on this standard review. This hold does not prevent your customers from checking out."
I sent an email to customer support as the chat feature is not available, inquiring as to what the next steps were...
Now I have a message stating:
"Your Shopify Payments account is on hold
Your store can’t accept new orders with Shopify Payments."
Again, I haven't received any additional information or requests from Shopify, so I have no clue what is going on or what I should do next. No response to my email that I sent to customer service either. Of course this is super frustrating and inconvenient. Can anyone assist me? Or has anyone experienced anything similar?
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I finally got a response from customer service regarding my initial inquiry on the review - they said its a standard review - there was nothing I needed to do and they would contact me if they need any additional information to complete the review. I responded to them stating I now had the hold on my payments account and I needed to know what was happening because I paid for this service and suddenly I'm not able to use it with no explanation or estimated time frame - and that was unacceptable. Someone responded that they had the payments team expedite the review and remove the hold.
The messages went away the same day.
I still don't know what prompted this or what was actually reviewed... So my best advice is to be stern with customer service and send the email as soon as possible because the turn around time for a response was about 24-36 hours.