I have been waiting over a week to get a response back from the escalation team, this is terrible

[jelliston1]

It has been over a week and I have contact the 24/7 support team on 4 occasions and I still do have have resolution to my issues. Shopify is not depositing our sales dollars into the back account. This is terrible customer service. How are you to run a business if Shopify holds all of your money. How long does it take for the escalation team to get back you. 8 days and counting......

[Olivia]

Thank you for reaching out to our Community and sharing your situation, @jelliston1.

While our Public Support team is unable to offer account-specific support, I can share that our Payments team is experiencing a higher than normal ticket volume and this wait time is expected. For updates on your ticket, you're more than welcome to continue to consult with our Live Team, though it can take more time.

We appreciate your patience and understanding.

[Kpframses]

Hey ! i'm experiencing the exact same problem. i contacted them 2 weeks ago and still no response or fix from escalation team. It's been over 2 months for you, has your problem gotten resolved? Has your payout been released?

[Ollie]

Hey, @Kpframses.

Thanks for reaching out. 

When you spoke with our live support about the payouts on hold, did you happen to receive a ticket number, by any chance? We do not have any internal access to account or store-specific information from the Community forums, however - we may be able to check to see if the ticket is with the correct team. 

Looking forward to your response. 

[Kpframses]

Hey for sure, the ticket number is 49024211.

[Ollie]

Hey, @Kpframses.

Thanks for the response.

Since we do not have access to internal information from the Community forums, I would suggest reaching out to our live support and providing this ticket number. This will allow us to take a look into the case and advise further. With that being said, you can get in touch with our live support by navigating to the Help Center. Once you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor.

Let us know if you have any questions. 

[NeedHelp101]

We are having the same issue. Any word back? We cannot go another day without a payout. 

[hugo001]

Hello, I had some payouts go to "In Transit" For 8 days and now back on scheduled. Staff are no help, keep saying my ticket is being eleviated to higher support. Just a bunch of lies I think. Did they ever send your payout? Got about 2k in payouts and need this money or my business will go bankrupt. All new sales just go to pending, please give me an update on your situation as shopify clearly does not care about their paying customers.

[Kpframses]

Honestly they did fix my problem in exactly a month a i think, i just used
their customer service chat, and i re-chatted them like 5-6 times untill it
finally worked and my payout and problem was fixed, so good luck and i
suggest chatting with their chat box !!

[hugo001]

Hello, 

Thanks for the update. 

The staff keep asking if i received an email and I have not and then just keep saying they are working on it but can not give any time frame at all. Really hope this gets sorted out soon