How can I contact support for reserved funds payout?

AssortedbO
Visitor
2 0 0

Anyone know how to reach the support to have reserved funds paid out?

Replies 8 (8)

Nick_Marketing
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Kimi
Shopify Staff
1511 169 261

Hi, @AssortedbO!

 

When it comes to reserved funds, your best point of contact for further support would be our Risk Analyst team. If you're the Account Owner of the store, they would've sent out an email to the Account Owner's email address that details more about the reserved funds. You can reply directly to that email to get in touch with the Risk Analyst who initially sent out the email.

 

If you've checked your mailbox, including your junk and spam folders, and wasn't able to locate an email from our Risk Analyst, you can reach out to our Support Advisor team by visiting our Help Centre here. They can take a look at your account's email history from our end, and if need be work together with the Risk Analyst to resend the initial email to your email address. It's also important to note however that while our Support Advisor team are great to help you with any general queries, our Risk Analyst team are best equipped to support you in regards to your reserved funds queries.

 

For more context about reserve funds, they are determined on a case by case basis and can be for set for 30 up to 120 calendar days. Your store would have been advised of the reserve timeframe by email, at the time the reserve is placed. The email will indicate the length of the reserve as well as the expiration date. Note that the expiration date doesn't mean that the funds will be paid out that day. The funds will be released, and then scheduled into a payout based on your store's regular payout schedule.

 

Reserves also don't cancel themselves, as all reserves must be manually cancelled by a Risk Analyst team member.

Kimi | Social Care @ Shopify 
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AssortedbO
Visitor
2 0 0

Thanks for that.  Although I don't have the email from the risk team since it was a while ago, I have emailed the support team to resend to me.  I will wait for that and follow-through as necessary.  Although, the 'Reserved funds' relating to the 5th August is not the funds I'm asking for, it's the current one which should be paid out already.

Kimi
Shopify Staff
1511 169 261

@AssortedbO

 

No worries at all, I'm glad you've reached out to our Support Team in regards to this. If you're awaiting any reserved funds to be released, our Support Team can also help look into this further on our end, and consult with our Risk Analysts on your behalf if required.

Kimi | Social Care @ Shopify 
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acethermalsyst
Visitor
1 0 0

This is a very helpfull response however, I do have same situation with my funds and I have not received an email about it. 

I already prooved that my client received the goods, and status has not changed, my client already advised the funds were withdrawn from their cc. 

 

Cna you please advise how to proceed with this?

Kimi
Shopify Staff
1511 169 261

Hi, @acethermalsyst. Thanks for joining this thread.

 

If you never received an email about the reserve on your account, you'll need to contact our live support team so that we can cross-check if an email was ever sent to you in regards to the situation. At times, emails from our specialized internal teams can end up within the spam or junk folder, so I encourage you to check those folders on your email account to double check that the email from our team hasn't end up there instead of your inbox.

 

If you still can't locate an email from us regarding the situation however, please navigate to our Help Center here in order to connect with a live support team member. Once in the Help Center, you can type contact support in the chat box, and follow the prompts given by the chat assistant in order to be connected with one of our live support team members. We'll be able to securely access your account from there in order to provide further assistance on this matter.

Kimi | Social Care @ Shopify 
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Owensemeka
Visitor
1 0 0

Hey there! Please I need assistance with my reserve. I had one implemented 90 days ago and scheduled to be fully paid out next week. All of a sudden I got a new email response after requesting 5k to pay off a couple of bills from our reserve. It said that my half of my funds will be held for an additional 90 days, that is 6 months of my money being held by shopify. The person that handled my case said that my chargeback percentage was above 1%, bear in mind we went from 500 orders a day to a maximum of 5 orders a day because we killed all our ads so we have been getting a maximum of 5 orders a day for the past one month and went from 15-20 chargebacks being in review to on 2 chargebacks being reviewed at the moment. The only reason the chargeback rate is above 1% is because we went from 500 orders daily to 2 daily orders average and a maximum of 5 orders daily. 

Kimi
Shopify Staff
1511 169 261

Hi, @Owensemeka.

 

To confirm, did the new correspondence you received regarding the fund request come from the same email thread and specialist you've been communicating with so far?

 

If that's the case, I encourage you to continue responding to the same email thread. This will not only help our team keep all communications with you in one place, but the specialist handling your case is also best equipped to support you in this process and to help clarify and questions you may have about it.

 

I understand that you're eager to receive support on the situation — keep in mind, however, that our Community Forums team do not have any access to accounts or support tickets from our end, and our live support team members have limitations on the types of account situations they can support. Account reserves and Shopify Payment-specific cases like yours would require a specialist to assist, so as mentioned please continue to communicate with the specialist handling your case so that they can provide the most appropriate assistance on this matter.

Kimi | Social Care @ Shopify 
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