Is there a customer service for missing order issues?

[Cortiz7483]

I have an order that isn’t showing up in payouts at all. I’ve been on wait to chat for customer service for over an hour now and got no agent. I am now on my second hold with them and it says 1 minute remaining but stays that way going on 15 minutes. There isn’t apparently a customer service number, like there was when I initially signed up with my shop. Not having access to help is a huge deal breaker for me and thinking of canceling my shop and going somewhere else. Has anyone had customer service help and how did you get it? I’ve tried messaging them but keep getting an error message. 

[Greta]

Hi there, @Cortiz7483!

I'm sorry to hear you've had a hard time getting in touch, I'm happy to share some information with you. 

Our team is available to assist you 24/7 via live chat, callback, and email. As you mentioned, we no longer have a direct phone number, but rather, you can request a callback (that way you spend less time on hold). What you're describing with not being able to start a chat isn't what's supposed to be happening, and I apologize for that. I recommend clearing your cache and cookies, restarting your browser, and following these steps to get in touch:

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in (recommended) or Continue without logging in
3. Use the Search Bar to look into your current issue, such as "Issue with theme" or "Request callback"
4. Scroll down to where it says Get support and click Continue
5. Choose one of the available support options

You'll then be connected with a Support Advisor through your selected method, and they will be able to investigate your payout issue from the backend of our system.

If you're still having trouble after following these steps, please let me know and I'd be happy to share some more troubleshooting steps.