Payouts not sent, holding 15k of payments

[BRC]

Hi,

Could anybody point me in the right direction for making a complaint to Shopify? They have failed to make a payout to me for over a month now, holding over 15k of payments. I have been trying to resolve this since 3rd September (17 days as of today), and all I can get from Shopify support is "it has been escalated". They constantly evade the question on the chat or fail to reply to messages. No urgency or effort to contact me to resolve this.

Thanks to anyone who has any advice.

[TGlass]

@BRC same with us.  35k and climbing.  No response from live chat except someone will contact us in 24 hours.  It's been 4 days.  Ive followed up every day, same answer.  We have been in biz for 20 years.  They tell us it is a glitch.  lol.  What a joke.  Good luck to you.

[BRC]

I have managed to get [email protected] as a contact for what is apparently their only route to make a complaint.

[drearyrain]

Anyone have any luck with this?

I’m also having this issue - which is at least positive bc if enough people are having the issue hopefully they will be forced to actually fix the issue. 

For me the problem started a few days ago. I also have  received an email that said “Your first payout is on its way!” And it acted as though I had just received my first payout. But the payout was only approx 10% of what it should have been. Not sure if the payout is actually being deposited because it is the weekend.

[alivingtribute]

We also received a similar email on 9/21, and we have been with Shopify for over 10 years.

[DrearyRain2]

Yeah, I received my email on September 21st too. It sounds like our issue might be different than the other two commenters.

It's interesting because in the four years I've been using Shopify they've never done payouts on the weekend but there was one payout on the 21st, one on the 22nd,

They’ve also never had more than one payout per day. But on the 23rd I got two payouts and on the 24th I’m scheduled for two payouts. One payout is a small amount and the other is a large amount. I tried to discern if there was some noticeable difference in the two (maybe the small payouts were only using Amex for instance, but I’ve yet to find any).

The Payout amounts listed on the Shopify Payouts page are the same amounts that have been getting deposited into my bank account. And double checking them with my daily orders - the numbers do look correct (i.e. Shopify isn’t stealing my money)

Is that the same on your end?

It just makes one paranoid when Shopify starts to have bugs with a very important part of their system.

[alivingtribute]

Yes - the Saturday and Sunday payouts, as well as the multiple payouts on the same date both started for us after the 9-20 payout. The Saturday and Sunday payouts were marked Paid over the weekend and posted to our bank account on Monday morning. Orders placed this morning show payout dates fluctuating between 9-26 and 9-28. Our reconciliation isn't showing any sales or money missing, but it appears that something has changed with payouts.