Shopify Not Responding to my emails

New Member
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Hi Everyone,

I am in a horrible position right now. Just some context before I get to the real issue at hand. I received an order of 6K USD from a customer on January 13th 2021, the money was first put on hold as I needed to verify my identity and my legal entity. (All normal till this point). 2-3 weeks later I finally receive an email from "Drake" a guy from the risk team saying that my money was finally available. I transfer it to my bank account on the same day. But then 2 days later my bank sends me a message saying that my money was refunded back to Shopify because the beneficiary name Shopify did not exactly match the beneficiary name on my bank account. I send a message to Shopify straight away and after a long discussion on the chat they tell me that the payments team will respond within 24-72 hours to change my beneficiary name. (That was early feb). Till this point (March 1st) The payments team has not yet contacted me and they haven't resolved the issue. I have been trying to contact anyone from Shopify these last 2 weeks and no-one responds. I contacted the guy from the risk team, various support members and no one even cares to respond to my emails. It has been over 1 and a half months and Shopify is holding my money. At this point I don't know what to do, Shopify has no phone number so I can't think of any way of getting in touch other than the chat (which is basically useless since the people that talk to you in the chat can't do anything. At this point I really need some help. I am a family run business so having 6k USD taken from me for such a long period of time is really hurting my business. 

Shopify Staff
Shopify Staff
745 53 90

Hi, @Cleo321.

Sophia here from Shopify. I'm sorry to hear that you've been waiting longer than anticipated for a response, and I understand the urgency in getting this resolved as quickly as possible.

The security of your account is taken very seriously, so authentication is required in order for our team to confirm that we're speaking with the account owner any time we look into a store, especially regarding sensitive account information such as Shopify Payments banking details. That being said, I won't be able to access your account or current tickets from this public space.

You are correct that our general support team over live chat would not be able to action any changes in this matter. However, they can confirm the ticket number on which you will be receiving a response from the escalated team handling this case. Please keep communication to that one ticket so things progress as smoothly and quickly as possible. If you're not sure which ticket number is currently active, our general support team would be happy to confirm that for you via live chat, email, or callback through the Shopify Help Center.

To clarify, while email responses are typically sent within 24-72 hours, we cannot guarantee a specific timeframe right now due to a high volume of requests coming through. As soon as the team handling your ticket has had a chance to review the request, they will respond to you via email. I appreciate your patience and understanding.

Sophia | Social Care @ Shopify 
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