"Your payouts from Shopify Payments are on hold while we review your account"

[marshmallowlane]

Hi,

My store has 6-figures stuck in Shopify Payments, and my Payouts page is showing the message at the top:
"Your payouts from Shopify Payments are on hold while we review your account This is a standard review, and this hold does not prevent your customers from checking out."

I have been messaging support for over a month and this hold has not been removed. The support team gives me the same copy-paste response "Please wait 3 business days" blah blah.
But I have not received any emails from Shopify asking me for more information. There is no way to resolve this hold. I am just waiting..and waiting..and waiting.

What do I do? Do I contact a lawyer?

This is ridiculous and frustrating.

[SealSubs-Roan]

Hi @marshmallowlane !

I understand where you are coming from. This is not ideal though, the best course of action as of now is to keep an open communication with Shopify support team because they are the one that has a better view and knowledge of your account status. Try to request to escalate the issue with high priority if possible.

[marshmallowlane]

I did, still nothing. I've contacted them like 50 times and they say the same thing.

[Ellie881]

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.

[rajimulislamjoy]

Contacting a lawyer could be an option if you're unable to resolve the issue with Shopify Support. Before taking legal action, consider escalating the matter within Shopify, such as requesting to speak with a supervisor or manager. Additionally, document all communication and gather any relevant evidence to support your case. If necessary, seek legal advice on how to proceed further.

[naoufal56]

Did u get any updates on this ?

[marshmallowlane]

None yet.

[marshmallowlane]

Still no solution in sight.

[Victoria]

Hi, @marshmallowlane.

Thank you for posting your query to the Shopify Community.

I can certainly understand your concern and the urgency to have this resolved. I'll do my best to gather a bit more information and point you in the right direction.

To provide some clarity, merchant's who use the Shopify platform undergo this routine review for their payouts. We understand how important this is in resolving this and lifting the hold. It is likely our Business Operations Team is actively working together with our banking partners in verifying your payouts account on their end. You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products. 

You mentioned that you have already contacted our authenticated Support and have been communicating/waiting for over a month. Are you able to provide a ticket ID? While our Community Forum team is unable to review this directly, I can transfer this information to our Internal Team to have a look into to ensure it's with the appropriate team.