payout hold

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We sold products then payment hold from Shopify for almost a month. I think the products are expensive so that Shopify wants to figure that out we are not a fraud. After hold payment, we summited all documents in which Shopify wants to have files. After summited the files, we are only got emails saying we're reviewing without any other contact. I had a hard time tried to get in touch, I couldn't make a phone call.

However, we shipped out and customers received the products we didn't get the payout. 

So we are considering taking legal action. Is there any way to contact the business team directly?

Community Moderator
Community Moderator
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Hi @Kate06,

Nick here from Shopify. 

If you have submitted the documents then this is already in the hands of the correct team. I understand it can be frustrating to wait, but can assure you they will be in touch soon to give you an update about this. If nobody get's back to you in the next day or two, can you let me know in a reply here, please? 

All the best, Nick

Nick | Community Moderator @ Shopify 
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