No commission payments

[SoapMatters]

I began working with a client a couple of years ago. I had 75% finished their new website, when they informed me that they were too busy and put development on hold. They have now reconnected and I am about to complete their move from a competing website to Shopify. For the last 18 months they have been signed up for the Basic Plan. Shopify have slapped an inactivity penalty on the account and are not paying my commission, even though they are taking the Basic Plan payment. I have tried to reason with Partner support to no avail - why is this so hard? And no one will speak to you - its all Chat! Please can I get some help.

[Promer-Aila]

Hi @SoapMatters 

It sounds like a frustrating situation, and I totally understand your concerns. Shopify's Partner Program does have an "active development" requirement, meaning stores must be actively worked on to continue earning commissions. If the store was inactive for an extended period, Shopify might have flagged it under their inactivity policy.

Here are a few things you can try:

• Clarify the Policy – Check Shopify’s Partner Earnings Guide to see if your case qualifies for reinstatement.
• Escalate the Issue – Instead of chat support, try submitting a detailed ticket through the Partner Dashboard and request an escalation.
• If Shopify remains firm, you could negotiate a service fee with your client to compensate for lost commissions.

I know it's frustrating, but persistence and a clear explanation might help!