Payouts Held - Thousands of Dollars

Payouts Held - Thousands of Dollars

seqnhand
Tourist
4 0 0

Hey. I have had this notification on my payouts page for about a week. I contacted customer service and they said to just wait as it was a temporary hold. I waited another few days and still no change. So, I messaged customer service once more and they decided to open up a ticket and escalate it to the “Accounts” department. They said they would be messaging OR emailing me with any information that they need from me in order to be eligible for payouts within 24-48 hrs. (I have received a payout from shopify before). I waited the 2 days and there was no updated. Waited some more, still no updated. It has been over a week with no response from the Accounts team or Shopify support team that was assigned to my ticket. Has this happened to anyone else before and if so, was there a solution?

TLDR:

My payouts are being held and customer service opened up a ticket but haven’t messaged me back on it. What should I do?

Replies 7 (7)

IKRDE
Excursionist
40 2 4

Seems like a legal problem.

What business do you run?

seqnhand
Tourist
4 0 0

I sell clothes. I was talking to someone who I am friends with / buy from occasionally and they told me it might be because I am a new account and sold roughly ~10K in a few hours which could be deemed suspicious or high risk. 

Ellie881
Tourist
33 0 1

Was this ever resolved? We just received the 'Funds on hold, Customers can still checkout and to contact support for the next steps.' So far it's been 2 days of contacting support and no resolution and no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold & now they say "Support Advisor): I just received a notification from our team that their channel is closed as of the moment and will continue their operations tomorrow." How is it possible it's closed on a Thursday at 2PM EST? We cannot run a business this way.

seqnhand
Tourist
4 0 0

No this hasn’t been solved yet. Customer service is incredibly slow on this. Reddit goes even deeper and some people have had their funds held for 4+ months. 

Ellie881
Tourist
33 0 1

This is truly disheartening the lack of resolve from support and the non existent communication. We are on day 7 waiting for communication to our escalated ticket. 

IKRDE
Excursionist
40 2 4

Just move from Shopify. My customers needed to tell me that there is a SSL problem.

 

From Shopify not even a email. 😂

 

So disaster.

Ellie881
Tourist
33 0 1

Wow.