My payouts have been on hold for 2 weeks !

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My payouts have been on hold for 2 weeks !

Taylee27
Not applicable
1 0 0

At this point I’m about to take my concern over to the BBB and have this escalated into a lawsuit especially with the amount of people complaining because my payouts have not been moving ! Not only do they keep telling multiple people the same lies ! They aren’t even escalating the issue !

My payouts have not been sent in over 2 weeks ! Just a bunch of money sitting I’ve done so many chats ! They say the same thing ! Someone will look into and we will email you ! Nobody has sent me an email and it’s no reason i should have to wait for my own money when i need this to fund my business ! Like this is ridiculous! They keep saying it’s no issue then WHY ISNT MY MONEY MOVING ! But y’all definitely keep trying to take money for them monthly payments ! Be that proactive with my lost payments !! At this point I’m going to the BBB !

Accepted Solution (1)

Blair
Shopify Staff
2067 273 254

This is an accepted solution.

Hi @Taylee27,

 

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved. As your payouts remain on hold, I'd encourage you to follow up with us directly by starting a live chat. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.To connect with us, you can:

 

  • Head over to our Contact Page.
  • Enter 'Can't log in' into the chat box.
  • Select the 'I still need help' option
  • Select the 'Account Support' prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved. Due to this, we wouldn't be able to provide a time frame on when you an expect to receive a response. 

 

Please let me know if you have any other questions or concerns.

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 57 (57)

Blair
Shopify Staff
2067 273 254

This is an accepted solution.

Hi @Taylee27,

 

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved. As your payouts remain on hold, I'd encourage you to follow up with us directly by starting a live chat. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.To connect with us, you can:

 

  • Head over to our Contact Page.
  • Enter 'Can't log in' into the chat box.
  • Select the 'I still need help' option
  • Select the 'Account Support' prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved. Due to this, we wouldn't be able to provide a time frame on when you an expect to receive a response. 

 

Please let me know if you have any other questions or concerns.

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

BootheelBabies
Tourist
17 0 3

Did this ever get resolved? I'm going through the same thing. 

GOBIKE
New Member
6 0 0

SHOPIFY IS HOLDING MY MONEY!!!!! The ticket number is - 52406554. THIS NEEDS TO BE RESOLVED 

groovyboardz
Tourist
5 0 0

Same here, my payouts have been on hold since June 10th. It is now August 7th.

Freddy Acevedo
BootheelBabies
Tourist
17 0 3

Are you using the payout bank provided by Shopify?

groovyboardz
Tourist
5 0 0

Yes, earlier this year we opened a Shopify Balance account. Before we were using a business bank account for payouts from a local bank. 

Freddy Acevedo
BootheelBabies
Tourist
17 0 3

I would definitely go back to a local bank instead of using the Shopify one. I waited almost a month for my payout using their bank...once I switched to my own bank, I recieved my payout within a week. Everything I researched read that I needed to contact my bank, but the Shopify support rep told me not to. At least with using my own bank, I can talk to them personally if there is a problem. 

NowAngryBird
Excursionist
18 0 18

I have the same issue and continue to get the standard "we will look into it ". No one at shopify seems to care that funds are being and now taking 10 days to hit my bank. My store is too big and too successful to move off this platform but I am desperate to find someone behind the curtain willing to care enough to help.  Perhaps instead of 100 new features, Shopify could consider an overhaul of their support program, which we desperately need. 

 

In the meantime, a real live person with a soul and some authority to impact a solution is desperately needed. 

volcanogirl
Tourist
3 0 1

I'm in the same boat. My payouts have been on hold and "pending" since July. No one can explain it to me. I never got a notification that I wass on hold or anything. I have 2 step verification on and I have fulfilled most of my orders. I will be reaching out to individual customers to pay me through venmo or paypal and canceling the thousands of dollars of orders from last month. I think that this is happening becuase Shopify is failing and they need higher balance to look like a more valuable company than they are. When I started my store 7 years ago, you could talk to support people, not just chat. They had a good BBB reputation. Now I see that they are rated horribly and I can see why. I have sold hundreds of thousands of dollars on my Etsy store and they have their own issues but they've never withheld my money for a month and a half with no clear explaination as to why...

 

kjtulip
New Member
4 0 0

Did you get your payouts resolved? Same situation on my end.

GOBIKE
New Member
6 0 0

SHOPIFY IS HOLDING MY MONEY!!!!! The ticket number is 52406554. THIS NEEDS TO BE RESOLVED 

BootheelBabies
Tourist
17 0 3

Good luck getting any help at all from Shopify. Sadly, their customer service is non-existent. They will keep telling you to be "patient", "check back with us periodically", "don't worry, you can still sell on your website" (even though you cannot collect your pay), "someone will be in touch with you soon", and "we have already escalated your claim". It's all nonsense! I ended up changing the payout bank to my own bank and it did the trick for me. There was a breech of some sort with their bank (Evolve Bank and Trust), but I'm not sure if that was the problem. Everything I read said to check with my bank, but the reps kept telling me not to....imagine that! I hope you get it all figured out!

volcanogirl
Tourist
3 0 1

I'm in the same boat. My payouts have been on hold and "pending" since July. No one can explain it to me. I never got a notification that I wass on hold or anything. I have 2 step verification on and I have fulfilled most of my orders. I will be reaching out to individual customers to pay me through venmo or paypal and canceling the thousands of dollars of orders from last month. I think that this is happening becuase Shopify is failing and they need higher balance to look like a more valuable company than they are. When I started my store 7 years ago, you could talk to support people, not just chat. They had a good BBB reputation. Now I see that they are rated horribly and I can see why. I have sold hundreds of thousands of dollars on my Etsy store and they have their own issues but they've never withheld my money for a month and a half with no clear explaination as to why...

TGlass
Excursionist
12 0 5

I wonder how you would feel if you went to your job and your boss told you you are working for free and he is holding all your money until he sees fit to give it to you.  Many small businesses are going out of business because of this.  

NowAngryBird
Excursionist
18 0 18

Blair,

It took weeks and over 5 different referrals to get help for my company. The customer support you speak of is non existent. Perhaps you could enlighten us with some information as to why this is happening suddenly and what is being done to stop the damage caused by Shopifys sudden issues. 

Ellie881
Tourist
33 0 2

Did you ever get this solved? We are on day 12 now with no communication and no resolve.

yoyo1
Tourist
8 0 1

Did you get any messages? I've been waiting for half a month and I haven't heard anything.

BootheelBabies
Tourist
17 0 3

No, I never recieved anything but an email saying my payout account was on hold. I chatted with 6 different reps and never was told anything except be patient and check in "from time to time" to check on the progress of my ticket. As soon as I switched to my person bank, I recieved my funds on 5he very next payout date. 

kjtulip
New Member
4 0 0

How did changing to your personal bank make a difference. I'm linked to my bank and nothing.

WaterMakerMan
Tourist
7 0 2

Did you ever get paid? Im over two weeks in the same boat and they are sitting on my $5560. I mean WTF? You talk to an idiot in chat who says its esculated, and then you talk to another one three days later and they say exactly what you have said. Please wait and be patient? Be patient for watching robber run off with my money? Did anyone ever get paid out?

NowAngryBird
Excursionist
18 0 18

It took 3 weeks, 6 customer support people, and a barrage of emails from me because I was unwilling to back down. The customer support was horrific. I literally tracked down random Shopify staff via linked in until someone responded.  Eventually, one person from the "billing team" did help with what they said was the only solution. That said, until August 2 my money showed instantly and was available to transfer to my bank daily. Now, Shopify doles it out in 10% increments. They say it is 3-5 days from sale to bank but adding time for it to hit my bank , add a few. It is making me insane but I was told this is the best they have and no one help beyond this dismissal.  I was a very happy Shopify store owner until this happened but after this experience, I am terrified by my choice to use this platform. There really is no help out there in an emergency. Good luck and be a thorn in their side until you get help. 

SeekingHelp
Tourist
4 0 0

 Can you please explain what you did? I’m getting desperate 

GOBIKE
New Member
6 0 0

SHOPIFY IS HOLDING MY MONEY!!!!! The ticket number is 52406554. 

NowAngryBird
Excursionist
18 0 18

Adding to my comments above : Sales from Aug 5 are showing with a payout date of Sept. 12, a Thursday. This is absurd.

 

Most likely, this will not show in my bank until Sept. 16 because of the weekend.  Sorry, Shopify - you absolutely CAN do better than this!

SeekingHelp
Tourist
4 0 0

Did they in fact come through? How did you get it solved?

WaterMakerMan
Tourist
7 0 2

There is nothing you can actually do but wait. They FINALLY after 3.5 weeks got around to looking into it. They found nothing wrong and was able to manually send the money. What I did do in that time was change where the money got deposited and then canceled shopify payments.

 

Here is what you need to do. 

Go into setting and stop allowing Shopify to be your payment processing source. You can instantly allow paypal to be the only way to get paid. Then go sign up with say clover (thats who I chose) and use a third party payment system. Screw shopify, dont let them control your money. I looked into migrating my website away from them but its too expensive.

 

As the chat thing said, be patient. They have you by the balls and nothing, I say nothing you can do about it.  EXCEPT take away their ability to make money and to control your money. 

 

You will eventually get your money, if they dont go bankrupt in the process. They must have like 1 person in the finance department looking at several thousand emails a day.

SeekingHelp
Tourist
4 0 0

It’s mind blowing to think they can just turn off your payments. At this point I 100% rather take the percentage ding from PayPal until I know what it going on. If we already have Square to process payments at trade shows, do you know if that will work? And can I do that BEFORE the review is complete so I can at least get my money I’m making going forward? I really appreciate all of your help! Truly! Your reply to my comment has been more helpful than 3 days of chatting with Shopify experts. 

WaterMakerMan
Tourist
7 0 2

Yes absolutely, do it right this moment! Dont let them take another red cent from you and hold onto it. Honestly I think it speeds up the process if you drop them as your payment system. And honestly I dont think there is really any difference in how much paypal takes verses what they take. Clover is free but normal percentage at checkout btw, but if you have square id stick with them and use paypal on your website. 

NowAngryBird
Excursionist
18 0 18

That was my experience and it took a relentless pursuit on my part to get any help. I went from next day 100% payouts to my current 5 business days  minimum with no explanation.   The work around is in place while I try to figure out  alternates like going all in on PayPal and taking it out of Shopifys hands.  If anyone from Shopify is reviewing this thread, I would hope they would chime in with some honest answers that would help. 

 

TGlass
Excursionist
12 0 5

@candycave @Hengyulou @Disc72 @Rayw1 hi guys...did you get your money?  We are going through this now except we are not a new store.  Our details were already verified two years ago!  I just read some businesses are about to go out of business because of this in the community forum.  How horrible for them!  They owe us 35k in pending payments now.  We have zero cash flow and losing 5k daily.  We are hanging by a thread. This cannot be legal.

Do you mind if I ask if this was resolved for you and how long it took?  I am desperate for some info here as they refuse to contact me. Thank you.,

 

candycave
Tourist
6 0 2

Hey,

We got the money after 8 weeks with no communication and no updates until!

no explanation and no request for information.

basically held the money for 8 weeks and then paid out!

we were only new and it almost killed us!

we are fine now but it was ridiculous 

BootheelBabies
Tourist
17 0 3

Definitely switch from the Shopify payout bank they provided. Evolve bank and Trust truly sucks! I recieved my full payout within 5 days after I switched to my own bank. Their support is NO help at all...no matter how long it takes. I never recieved a single email besides the one that said my payout account was on hold. I never recieved an explanation or any other emails. I would love to switch to a different website host, but after looking into different ones, they all have problems. I hope you all get it resolved!

WaterMakerMan
Tourist
7 0 2

Took almost 3 weeks.

Ive switched to clover as my payment system which goes directly into my bank. **bleep** Shopify payments

TGlass
Excursionist
12 0 5

Agree. We did the same. Thought of it after my post. 40k they owe us now. I'm not sure I've ever heard of anything so effed up in my life time....well, I probably have. Lol

WaterMakerMan
Tourist
7 0 2

It was about 5 days after I disconnected from their bank to mine as well. There might be something to that method. Along with disconnecting their payment system.

NowAngryBird
Excursionist
18 0 18
Wasn’t EVOLVE Bank recently involved in a data breach? I recall seeing an alert in my protection account.
BootheelBabies
Tourist
17 0 3

Absolutely! But they will never yell you that...

BootheelBabies
Tourist
17 0 3

TELL* 

Dalebd
Tourist
10 0 1

Hello, thought I'd add to this popular list of victims. Been 4 weeks and no contact from Shopify in regards to bank verification. Payouts haven't even been dated for release. Will definitely cancel Shopify payments once resolved. PayPal for the win.

WaterMakerMan
Tourist
7 0 2

Dont wait.

switching seems to be the fulcrum point of them paying out.

First make sure your money goes directly into your bank account, and then cancel Shopify payments. So far everyone else gets their money about five days later.

 

I had a new transaction today and I’m using clover. I knew surprise by Shopify. So they still charge you the 2% as a transaction fee and Clover charged you 2%. Seems they **bleep** you one way or the other.

if they only use PayPal Xpress, you do not get to charge the extra 2%.

live and learn.

i will build another website over time and move away from Shopify all together.

RayBDA
New Member
6 0 0

The are doing the same thing to alot of clients , mine been on hold for 2 week and more and still no answer from shopify 

BootheelBabies
Tourist
17 0 3

No matter what they tell you....you will not receive any information. I suggest switching your payout account to your own bank. The problem is with their bank....Evolve Bank and Trust. They will never tell you that either. 

kjtulip
New Member
4 0 0

Hi Taylee: Same situation. Did you get your payout problem solved?

NowAngryBird
Excursionist
18 0 18
After about I weeks with the “direct to my bank” model, my payouts are speeding up a bit. I have no explanation but I would say that considering the hell of weeks past, this is a tolerable situation.
kdtoptier
Tourist
8 0 2

So basically all I have to do is change to my bank account?

BootheelBabies
Tourist
17 0 3

No matter what they tell you....you will not receive any information. I suggest switching your payout account to your own bank. The problem is with their bank....Evolve Bank and Trust. They will never tell you that either. 

NowAngryBird
Excursionist
18 0 18
Truth
kdtoptier
Tourist
8 0 2

So basically, I just have to change my payouts to my bank account? Because this is frustrating.

WaterMakerMan
Tourist
7 0 2

Dont wait another minute, change your payout to your personal bank account and delete Shopify as your payout source. You can use Paypal with no penalty or someone like clover, then the fuckers tag you an extra 2% on top of what ever clover charges. BUT id rather pay an extra 2% and get paid!