Problem with payout in 'pending' mode nearing 2 weeks

Shopify Partner
57 0 4

Is there a Shopify help number I can call or someone I can speak to directly who will get my payout issue resolved?  I have a payout #1073 that has been in 'pending' mode for over 11 days.  Another smaller payout #1074 has arrived in my bank account already. I usually get paid within 2 days.  Payout #1073 is a high value item sold and I cannot start making the order until I receive the money to buy raw materials.  I have never had this issue with Shopify before and I've been using Shopify for over 5 years. I don't have a high volume of orders either, maybe one or two a month.


I tried emailing Shopify support who just tells me case number 37036325 has been escalated and now I'm not getting any responses from him for a few days.  This is extremely frustrating as I need the funds to buy materials. It will take a week for materials to arrive after which I can start making custom product. It will leave me very little time or none at all to make product before shipment deadline.  Who can help me out right away? 

Reply 1 (1)

Shopify Staff
1343 102 193

Hi, @A_L1.


Thank you for reaching out. I am sorry you are experiencing some delays in your payouts. 


You can contact our Support Team by requesting a callback by logging in, selecting a topic twice, and then scrolling down to support options. Our teams handle tickets in the order they are received, so it can take several business days for them to review the inquiry and get back to you. 


Please let me know if you have any further questions! 
Talk soon, 

Emily | Social Care @ Shopify 
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