Payouts on hold without specific justification

ichiba
Visitor
1 0 0

If you are thinking of starting using Shopify POS or as an e-commerce platform, DON'T DO IT.

 

For no reason (I haven't been provided one to this date), Shopify decided to hold my payout because of a bank review. It's been more than two weeks, and I only had the same response from three different advisors with a copy/paste-like answer lacking specifics about the issue or status. You cannot find real human support. It's hugely hurting for my business (a small restaurant that just opened) not to have access to my money. 

 

If a real person wants to take care of this, the ticket # is 42681153.

IF YOUR ANSWER IS GOING TO BE, "SORRY, WE ARE WORKING ON IT, " I DON'T NEED IT. I WILL APPRECIATE ONLY REAL ANSWER ADDRESSING/CLARIFYING THE SPECIFICS OF THE PROBLEM OR A SPECIFIC STATUS OF THE ISSUE. 

Reply 1 (1)

Erin
Shopify Staff
945 127 147

Hi, @ichiba. I completely understand the impact this can have and I'm happy to share some information to help you with this.

 

Shopify payout holds can happen for a number of reasons, but if you are not being asked to submit more information on your end, this is likely just a standard review. If this is a standard review, you should be able to continue selling and working on your store while it is being reviewed, and you would need to wait for the review to be completed for the hold to be released. If you are being asked to submit more information, we will need you to do that so the team can review it all before releasing the hold. You can learn more about Shopify Payments payout holds on this page.

 

For context, we cannot see any of your account or ticket information here over the Shopify Community so we will not be able to tell you exactly what caused this hold or confirm the status of your ticket here. In addition, payout holds are handled by a specific team and only that team will be able to address this with you further. So while you can reach out to our support team here to ensure your ticket is being worked on by the correct team, a Support Advisor would not have more detail than that to share with you.

 

If you've spoken to our support team and have been told your ticket is being worked on by the correct team, waiting for their reply will be the best thing to do going forward. If you have any questions about this you can also reply to that email thread with any questions you have so the team working on your ticket can continue assisting you.

 

Please let me know if you have any questions I can help with in the meantime.

Erin | Shopify 
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