Hello Shopify Community,
I’m seeking urgent assistance regarding a critical issue with funds being held on two Shopify stores. Here’s the full scenario:
Store 1: Issue Summary
- Store Closed: This store was closed by Shopify in December due to a violation of the Acceptable Use Policy (AUP).
- Funds Held: Approximately £3,580 are currently held in reserve, with a 120-day hold period.
- Communication: I’ve emailed the Merchant Trust Team multiple times requesting partial fund release to fulfill pending orders, but I’ve received no response.
Store 2: Issue Summary
- Store Details: I opened a second store with a clean setup and strictly followed Shopify's policies.
- Funds Held Again: After operating for just seven days, the account was flagged, and £1,394 of funds are now also held for 120 days.
- Impact: These funds were intended to cover supplier payments and fulfill customer orders.
Concerns
- Both accounts are experiencing fund holds simultaneously, totaling nearly £5,000.
- Outstanding customer orders cannot be fulfilled due to the fund hold, leading to potential disputes and chargebacks.
- Shopify Support has not provided clear communication or updates, and the Merchant Trust Team has not responded to my emails.
What I’ve Done So Far
- Reached out to the Shopify Merchant Trust Team multiple times with evidence of unfulfilled orders and a professional request for partial fund release.
- Contacted Shopify Live Chat Support, but they redirected me to the escalated team.
- Attached relevant screenshots showing unfulfilled orders to demonstrate the urgency of the situation.
Request to the Community
Has anyone faced a similar issue with funds held across multiple accounts? If so, were you able to get a resolution or partial release of funds? What steps would you recommend to expedite this process?
I value Shopify as a platform and want to resolve this matter amicably while fulfilling my obligations to customers and suppliers. Any advice or shared experiences would be greatly appreciated.
Thank you for taking the time to read this, and I hope to find some guidance from this amazing community.
Best regards,
Fakhir Ali
