【HELP】Payment On Hold for More Than 60 Days!!!

[chrislin]

My Shopify payment has been on hold since 22 December 2023. I have contacted the advisors at the Help Center more than 5 times, and every advisor gave me the same feedback. They have escalated my problem to the business team and marked my issue as URGENT. However, no one really solved the problem. No business team contacted me at all. My payment is still on hold. I have never received any emails asking me for more information, and I have also checked my junk email box again and again. I have no idea what I can do now, and I am desperate. Did this problem happen to you before? Can anyone give me any advice? 

[Don]

Hi there, @chrislin!

Sorry to hear you've been having a hard time with this.

While we're not able to provide account support here via the Community I would like to check in on your existing escalated contact to ensure you're in the right place to get support.

Would you be able to share a ticket number for your escalated contact that was sent to our business team already?

I can use that number to check in on the status of your request, though we won't be able to comment on the contents of your ticket or account for security purposes.

I look forward to checking this out for you!

[chrislin]

Hello, Don. Thank you for your reply. My ticket number is 45688587. I really need your help!!!

[Don]

Thanks for that ticket number!

I can see that the agent you're working with there has gathered the necessary info and escalated your query to the correct internal team.

I was also able to leave a note adding that you're awaiting an update on this process.

It will take longer to hear back from these escalated teams due to their workload, and we won't be able to expedite this process from here.

These cases are handled in the order they are received, so no further action is necessary on your part as you'll first get an update by way of a reply to that escalated contact.

All the best!

[chrislin]

Dear Don, thank you for your help. However, I have contacted your team many times. Every time, the advisor helped me to escalate my query. My query has been escalated since last month. Still no response at all. After a few weeks, you just close the ticket, and I have to escalate another ticket. That's why I come to the Shopify community.

I hope the problem can really be solved this time. Then, I will update the process here and share the solutions with other people who face the same problems as me.