I have been running a store for almost 2 years now and recently all of my payouts stopped coming into my bank account. The last payout was on May 14th and since then nothing. Talked to my bank and they said there are no pending incoming transactions and no problems on my account. Spoke to someone from shopify help team and they said the payouts have gone out and that there are no issues on their end. They also said the billing team will investigate this, but since they it has been 6 missed payouts and substantial amount of money missing.
Has anyone had any such problems ? If so can anybody help ?
Hi there @Maros!
Don here from Shopify.
It sounds like you have already been in touch with our support team about this, and they have forwarded your query to the relevant specialist team internally.
This is the best place you will be able to get support and info on that; as this department specialises in queries such as this.
We wouldn't have more info to share on this from here or from our usual Support channels, as we would just need to refer this issue to the specialist team as had been the case.
I would keep an eye out for a reply to the email thread where we will escalate this for you, as that is the only place you will be able to get an update on this.
Of course, if there is anything else I can help with please just let me know!
Unfortunately no outcome to this as of yet. The email team is very slow in response and I cannot wait day and day out to get a response to a simple email. Very little support from any of Shopify team and as of today another payout hasn't reached my account. This is now 11 days without payouts and cashflow and as a business this is just unacceptable.
My main concern is that no one is taking this seriously as there is substantial amount of money just missing at this point. My bank has investigated this, but they cannot trace any incoming transfers with the vague information provided by shopify. On the other hand, shopify says that the money has left their accounts and is showing up as received by my bank, which isn't true.
So what comes next? Is every other payout going to disappear as these are supposed to be coming in daily. Is this fraud and someone else is hijacking these payouts?
In any case the way shopify is dealing with this situation is sub par and I am getting extremely frustrated with the lack of urgency in this matter.
I wonder if anyone else has ever experienced this and what's been done. I hold shopify fully liable for this.