Pending Payouts

[Birkland]

I just started a new store and we sold out of the initial drop. All the transactions show as pending, not a single dollar is gone into our bank account. We can't fulfill orders with our money being held hostage and now customers are complaining. We contact shopify support every day and it's been 10 days and they have't gotten back to us. This is unacceptable and is causing material damage to my business.

[Blair]

Hi @Birkland 

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved. When it comes to account specific inquiries like these, you will want to continue following up with us directly. 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.

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