Over 3 Weeks Without Shopify Payments – Still No Resolution

[Kraftathlet]

Hi Shopify team and community,

My Shopify Payments account has been frozen for over 3 weeks, and I still haven’t received a proper update or solution. There is also a payout of over €1000 being held, even though I’ve provided all requested documents.

Here’s the situation:

• Shopify requested updated proof of address for my business partner.

• We initially provided a document that was slightly outdated, and it was rejected.

• We then uploaded a fresh and valid document, dated within 3 months, just like requested.

• Since then: no updates, no communication, and no way to re-upload.

• The dashboard still says: “Shopify Payments sales are paused…” — but gives no option to fix anything.

Every time I contact support, I’m told the issue is “escalated” and someone will get back to me—but nothing happens.

This is now seriously affecting my business, and I’m publicly requesting real help from someone at Shopify who can resolve this.

Thanks.

[Kraftathlet]

What do you mean "expert"?

This is in the hands of shopify's internal team. Will this "expert" have internal connections? Because that's the only way I see this thing getting resolved. 

I've requested several times to speak with someone in charge and even that isn't possible. The support in shopify is worse than Amazon! And i though Amazon was the lowest standard customer service can get to

[CrowTarot]

Hello -

You are not alone in this - they are holding my payouts as well without any explanation or timeline for when it will be resolved. Their customer service is pretty much the worst, and when you are dealing with other people's money/business that is one area where customer support should be stellar and sadly with Shopify it is non-existent. My case was escalated  several times and I was supposed to received an email from the payouts team within 48 hours of contacting support. Over a week later and still not a word from them. I have tried to post as well on the board to get the attention of a human at Shopify to no avail. In addition I commented on their tiktok and instagram pages as well and still nothing. Crickets over there...

[Kraftathlet]

@Shopify this is outrageous! We're sellers with responsibilities we need to pay suppliers and bills. When it comes to shopify's monthly bill you know how to charge the credit card at time! 

Why most fortune 500 companies have the worst customer support ever seen?? You'll only drive people away like that (if you even care)

Robotic answers, useless customer service and people who just keep telling you "I understand your concern", no you don't! Try having a customer that paid you 3000€ asking about his order when you can't pay the supplier yet to ship it out! WE NEED A SOLUTION IMMEDIATELY

[CrowTarot]

Agreed! I am an artist not some big company and having my payouts held is killing my business. What do I tell my customers who are asking for their items - "Sorry Shopify is holding your money and I don't know why and no one will answer me as to when it will be released." That will go over well. And you are right they have no problem charging us for the monthly subscription. I have since moved my site but Shopify is still holding the payout for over 70 orders from customers who would like me to ship them what they paid for. @Shopify give a damn please. It's really in your best interest as well since why on earth would anyone use a platform that could indiscriminately hold payouts without explanation or a way to contact customer service to remedy the situation?  

[Kraftathlet]

@Shopify 

[Kraftathlet]

Hello, 

Thanks for the willingness to help. I did leave a tweet on their account and spoke with the support everyday for the last 3 weeks. Everytime I speak with the support and request to speak with a decision maker they tell me it's not possible! I worked in customer service in my life and trust me when i had a frustrated customer I'd turn heaven and earth for him or her if they were right. At least if it wasn't me I'd find someone who can help. In shopify's case all they care about is to close the chat as fast as possible. At the end they tell you "how was your conversation" it was horrible!

[Kraftathlet]

@Shopify  Is anyone willing to help? or even care a little? I pay you more than 130$/month I think I deserve the basic level of assistance

[ARTIS-OFFICINA]

Jesus! This is scary. Has anyone explained why payments are put on Hold by Shopify?

I don't even think it is lawful to withhold funds like that, especially as these funds are Customers' payments and the supplier has to be paid if the Customer is ever going to get the product.

I suppose that if this happens, the solution might be to move to a third party payments processor, instead?