Is anyone else not receiving payments from their online store?

Danistem
Visitor
1 0 0

I’ve been missing payment for months and when I try to contact support they put me on hold for hours and then go ghost. Has this happened to anyone else? I feel like I’m being scammed by Shopify 

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Reply 1 (1)

Kimi
Shopify Staff
1511 169 261

Hi, @Danistem.

 

Thanks for reaching out in our Community Forums about this.

 

For context, when a Shopify Payments account is under review, our accounts team and banking partners are currently authenticating your account information to make sure that the information you've shared with them is accurate. As stated on the red banner on your Shopify admin, you'll need to contact our support team so that we can get in touch with our accounts team on your behalf to determine what your next steps are from here. You can find more information about this process in this guide.

 

I see you mentioned that you've been in touch with our support team however — I'm sorry to hear that your experience with our internal support team has been negative thus far. I'd like to clarify that we don't have any access to accounts or support tickets via the Community Forums, due to privacy and security reasons. Because of this, as much as I'd like to help with your situation, we won't be able to action anything from our end as our support within the Community is limited to general topics and enquiries. Account-specific situations like your case would require an internal team member to assist.

 

In saying this, I can understand that you're eager to receive the proper support that you need — can you let me know if you received any follow up email from our support team? Typically if a live chat ever times out, for whatever reason, a follow up email is sent to provide merchants a way to continue communicating with the support person they spoke with on live chat. If you didn't receive a follow up email in your mailbox however, I know that you may have some reservations about contacting our support team again, due to your previous experience, but your next step here is to contact our support team once more so that we can properly assist and guide you through this situation. To potentially avoid waiting to be put on hold, I'd recommend sending an email to our support team instead, and they'll be able to reply as soon as possible.

 

So from here, please login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team will be able to assist you further from there.

Kimi | Social Care @ Shopify 
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