Financial Troubles if using Shopify Payments?

[mThZz]

hi guys,

i wanna explain you my situation what happened to me, maybe im the only one with this kind of problems but in my circle of dropshipper everyone has the same problem

i already had more than 30 payouts with my 2nd store, after a good day of 2k in sales from one day, (customer only paid with klarna and creditcard) i didnt see my next payouts.. so it means im on hold, 3 days later its released, next day the same game again.. 2 days later i need to upload my tax registration licence, i uploaded my passport and driver licence, my business registration, my tax registration, tracking numbers all updated and still delivered within 4 days WITHOUT one dispute in the last 60 days.

on the same day in the evening i got a email that my shopify payments account is fully verified and active  and i can use it now without any problems, i was very happy that i solved all problems but wait...

next day on saturday the day was good again and i got many sales and the same thing i didnt see my next payouts, i dont even see my balance or something - i have 5 open escalated tickets but no one care about me and ticket is open since more than 10 days.. (5th hold in 2 weeks)

is this kind of business for shopify payments normal? they should know that we're paying for tax, for our bills and more..

in my opinion shopify dont care about us clients,  we do a normal legal business, we're providing ALL documents what the have and still getting 10 times on hold

[Blair · Accepted solution]

Hi @mThZz,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

When it comes to account specific inquiries like this, I'd encourage you to follow up with us directly. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved.

Please let me know if you have any other questions or concerns.

[Blair · Accepted solution]

Hi @mThZz,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

When it comes to account specific inquiries like this, I'd encourage you to follow up with us directly. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved.

Please let me know if you have any other questions or concerns.

[mThZz]

Hi @Blair ,

believe me - im trying to solve the problem.. every day im asking the support team to give me updates - i need to pay my supplier and my bills - the only thing what i get is the copy&paste thing "Please be patient, our team is already reviewing it" thats very nice, i uploaded ALL my documents and the merchant verification team accepted it without problems and 1 day later im again on hold

i cannot give more proof of my business,

all documents uploaded,

trackings updated and delivered within 4 days,

NO DISPUTES OR SOMETHING ELSE

this cannot be a normal process of take care of their clients

[Ollie]

Hey, @mThZz.

Thanks for the quick response and additional context about this.

We do not have any account or store-specific access to information from the Community forums. If you are currently in contact with our live support about the situation and have been informed that the documents will need to be reviewed, you will need to allow the corresponding team to reach out to you accordingly. I would suggest directing your inquiries and concerns to the open email conversation with our live support as this will notify the team that is handling the case.

Let us know if you have any questions. 

[mThZz]

Im pretty sure that this is against any laws, holding money without any answer on my support ticket.

[ecombgrize · Accepted solution]

They have also removed payouts from my stores

I will be filing a lawsuit against Shopify if I don't get answers soon. $50k USD just disappeared from my payouts

Extremely unprofessional, even more so considering Shopify is a publicly traded company