missing and delayed payouts

[BC10]

We've been on the shopify platform for years and years.  Have been receiving accelerated payouts for multiple years that usually arrive within an hour or two.  

Received a notice from shopify that they were going to be handling our paypal payments as of Nov 1st.   Multiple paypal payments did not go to paypal and never showed up in our balance account.  It took nearly 2 weeks to get these funds with us asking for help nearly on a daily basis.   I finally turned Paypal off because of these issues.  Now regular payouts are taking 10-12 days and I'm still sitting here waiting for shopify to respond to my ticket on this.  Additionally I have my amazon ACH sent to my balance account.  It should have arrived yesterday but did not.    Support seems to be largely either inept or unable to understand the issue.  My payment for shopify is now behind with threats they'll close it down over the 100 bucks I owe them meanwhile I'm still trying to get the 1300 they owe me.  

Any suggestions other than leaving this platform?

[Facetreasures]

This is exactly what happened to me, prepare yourself, this is long but it might help you since I been through this 3 times. I’ve been with Shopify for 5 years and have accelerated payouts as well. This is actually the 3rd time I caught these people saying they paid me when they didn’t. The chat support people can’t understand how the payment/deposit is missing because it shows “paid out” even with a bank reference number attached for verification but when you go to physical verify the money on the bank card, it’s not there and when you check the bank transfer number, it takes you right back to “balance” again showing “paid out” which the last issue/deposit was Nov 25th.

In every direction you look,  everything is showing the money was paid and there is an electronic trail showing the same, this is how and I’m assuming why, the chat support can’t understand but if you get lucky enough and get a support person who speaks English, they will usually do their job and escalate the ticket to “Accounts/Payments” and than you will be paid within a few hours - everything thats been missing.
*No it has nothing to do with the holiday, No it has nothing to do with who you bank with. The chat support will say anything because they have no clue what’s going on, and they don't want to admit it, trying to end the chat without doing anything!
99% of the time, they don’t understand what your saying in English anyway. I explained to support that they can’t help me and the ticket needs to be escalated to “Accounts” it took this chat person 3 hours of b.s reason and excuses on why he think this happened till he finally got frustrated and escalated the ticket and that’s because told him I was going to show this chat log to corporate, report him for not understanding anything and passing me off to management for help and blocking my business from getting a solution and being successful all because of his ego! I asked for a manager 10 times and everyone (meaning all the chat support people I’ve encountered in a week (10 ppl) & all the chat tickets that’s been created, everyone refused to pass me off to someone who knew how to fix this situation or refused to escalate the ticket to the correct department to get this issue fix! I kept being told it was the holiday, when there was no holiday when my money showed deposited on the 26th of Nov so how does the holiday effect that, than I was told it’s because I transferred money out of my account to bills and vendors, that’s where the money went and this chat person believed that 100%. One told me they had to check with the billing department first to see if they deposited the money than went back into the account and took it back because of an app that had a bill that was due! After all this, I was ready to switch platforms! No English reading and writing reps copy & paste answers from A.I - The one chat support kept 
copying and pasting info on basketball and tiny homes!!!lmfao!!! That was the best one by far!! I had to dumb it down for all these chat support ppl as they had no clue, schooling or training.
I finally got it taken care of this morning when I seen the payouts from a week ago coming in.

[Skipper3212]

Did you get the issue resolved by getting the case escalated? I think I'm facing the same issue with two of my Shopify stores because usually my payouts arrive within a few hours but now I have waited over 24 hours and still nothing. The payout is showing as paid with a bank reference, do you think I should wait longer or get this escalated. 

[BC10]

Shopify just keeps telling me that they can choose when to pay and when to hold money, and they don't have to tell me what they choose, or why, or when they choose it. Literally nobody treats customers like this for merchant services. They have committed fraud by promising one thing for balance accounts in the US, and doing another.  Their published policy on the matter, does not agree with their inept support.   We've been with them for years and this is how they are treating us.  

[Facetreasures]

Sorry I’m replying so late but yes I did get my issue fixed once I finally got to the billing/payments department and spoke with a manager. But I’m back today with the very same issue again, this time is much more money involved. I’ve been catching these ppl continuously since I found out this has happened. I’m missing more then 7 deposits now with all of them showing paid & deposited from as far back as last week, these missing deposit do not have a bank transaction number which is how you know if they been transferred to be deposited or not. I also bank with my deposits going into my “Shopify balance account” this is the fastest way to get paid however, what they are saying is being deposited and paid is not reflecting in my actual bank account and that’s all the proof anyone needs. My account shows only 2 of the 8 deposits actually paid out. So where is the others? Who’s getting this money? I found out that if you update your bank account numbers even though your not changing banks, it resets the payment system and when I did this a month ago, all my owed deposits started paying out into my bank account within 2 hours with one deposit after the other being paid. So that is another way I found out may help although that is not helping me this time around, I’m mentioning it to you in case you want to try it as a solution. Just be careful and watch everything going in and out your bank. I have to look as far back as 5 years of deposits as I know I have some missing deposits as far back to when I started if I’m just catching these issues today just recently.

[Facetreasures]

Yes I got it escalated and resolved however, the a week later it being hit with a “review” which is unfounded and another illegal harassment tactic used against us because we got someone in trouble. So now these ppl claim they need documents for 42 branded products which they already have on file and they claim if we don’t send it in they will automatically remove our products which I don’t care because I know the paperwork is on file as I sent it 5 times already in prior reviews. The products were removed and now they claim they are placing a hold on our payouts again but won’t state why! They already removed the products and this person refuses to tell me who they are, what department they represent and why they are holding our money? Because of that I refuse to send over our  and the info of our brands we work with due to the not knowing who I’m dealing with. Even their email is not from the correct department so I don’t trust them! I found out they can’t place holds on merchants payouts as they are not a bank and if they are a bank they have to clearly state who they are, why they are placing a hold on your payouts and why? I asked all these question and this person refuses to tell us who they are which is fishy and concerning. I’m contacting corporate now that I’ve been able to reach them prior, regarding the missing payout issues - I’m now asking corporate if they can investigate this harassing situation and find out who they are and how they are able to place a hold on my funds/payouts again. The resources I’ve received are great when it comes to getting these Shopify employees held accountable for their stupidity. The FTC and BBB will get your money paid out immediately from what I was told so I’ll be going to them to report these ppl tonight also. I’m looking to take my businesses elsewhere! I can’t take how unprofessional people are at Shopify. I need my money and I’m so sick of them holding my money hostage

[BC10]

We finally got paid for things from 10-12 days ago.   The paypal payments took 21 days to get.    Our ACH came in 2 days later.  Still battling with them on the payout speed they arbitrarily changed going against policy.   This place has become a cluster&$*# as of late.  They don't care, they still make their money.  

[Gary_the_Man]

I have 5 shopify stores and my shopify payments scheduled to be deposited daily and every day I get them. This has been consistent for years. 

today though, four of the stores payments came in. But the fifth store did not get deposited, it was a bit larger than usual too. I really depend on this money. 

should I be concerned? Spoke to shopify they just gave me the run around claiming my bank is probably still processing. 

[Facetreasures]

Don’t listen to that “the bank is still processing” that’s their excuse to just get rid of the ticket. You know how your bank processes payments, big or small that has nothing to do with the money being deposited. Unfortunately you have to keep going and let them know that you know for a fact it’s not your bank and to escalate it to the “billing & payments”department.