How to speak to a human

[AndrewLavender]

Does anyone know how to escalate issues to actually get a response from shopify?! for the last 11 days no payments have been made to my bank from my shopify store, yet shopify have still been taking money from my account daily.

There is now several thousands of £ in my payout balance, and I am unable to pay my suppliers, which means I am now having to refund my customers.

After wasting an hour in the help chat yesterday, they told me they would try to pay me in the next 3 days? How is that even legal? The only step they asked me to do was to re-add my bank details, but it wouldn't let me as had the error code 'To change your payout bank account during an active financing, contact support'. But support don't know how to fix it.

So tomorrow, I can not pay my suppliers or staff because shopify are holding my money and seem incapable of fixing the issue. 

They claim it is an issue with the bank details - even though they have not changed and have been working fine for 3 years, and shopify can still debit money from the account daily.

Does anyone know how I can actually speak to someone on the phone? The agent told me this does not warrant a phone call and would have their operations team 'look into it' for me.

Great platform for selling, absolutely disgraceful customer service. 

[Promer]

Hi @AndrewLavender 

Go to Shopify Help Center and log in to your account. Click on Contact Support → Select your issue → Look for Request a Callback (only available in certain regions).

Or, you can contact via Twitter/X (@ShopifySupport). Publicly tweet about the issue to get their attention.

[AndrewLavender]

Hi Promer

Thanks for the info. I requested a callback 4 days ago, but no response. In the help chat yesterday they told me this doesn't warrant a call back.

I'll try the twitter idea

thank you 👍

[Promer]

Ok. I really hope you get this sorted quickly. Hang in there!