Julie here from Shopify Support.
I totally understand that it can be stressful to have your payouts placed on hold. Due to the sensitive nature of the situation, however, our Support team is not able to discuss this matter in a public forum. That being said, I'd be happy to offer some guidance.
When payout holds occur, our Business Operations team will typically reach out to the account owner via email. Did you happen to receive an email about this?
If so, it's recommended that you respond to the email directly if you have any questions about the process. Your response will go straight into the inbox of the appropriate team and they will be able to offer insight into the matter. As they have the tools available to discuss this further and help find a solution, this will be the best course of action.
Have you had a chance to reply to their email?
Julie | Social Care @ Shopify
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