Payments on hold - no reply to my e-mail since over 72 hours.

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My payments are being on hold and I received an e-mail explaining that that may happen over too many chargebacks on unfulfilled items. I currently only have pre-order and kickstarter items available and customers are aware of this, there are no chargebacks. I received an e-mail over 3 days ago to which I replied within 2 hours. This was over 84 hours ago.

I contacted support twice, they said they answer in 24-72 hours, but at 84 hours still nothing and I still have my money sitting in limbo. It's not a small amount, it shouldn't take this long. Chat support can't do anything, and they won't reply to my e-mail. I'm not sure what to do at this point.

Shopify Staff
Shopify Staff
748 42 132

Hi, @Nina_A !


Katy here from Shopify. Thank you for reaching out here.


I am sorry to hear that you appear to have been kept waiting longer than 72 hours for an update, that is certainly not our intention. I can let you know that in reviewing all accounts, each case is individual. The best thing that we recommend in these situations is to reply to our specialist team, and submit any requested documents or information to them via this email. This will help to ensure a timely review. While our general support operates via chat (among other mediums), our Financial Services and Risk specialists only operate via email at present. 


As you have been waiting, I have taken a look through our system here to see if I could find any tickets linked to the email address that you use for your forum account. However, I was not able to find any recent tickets associated with this email. Perhaps you have used a different address. Would you have a ticket number from your interaction with our team that you can share with me?  I can check to see if we have any updates for you, and to help advise on the next best steps.



Katy | Social Care @ Shopify
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