Shopify Holding Payments, No Further Contact

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We've had our store for 2 weeks and noticed a red banned in the admin portal showing that if we didn't provide x documents within 3 days our store would be disabled! 


As a small business owner, we were shocked by the terminology used as no email was received requesting the data that we would have happily provided. 


We've contacted support 3 times since last Tuesday (01/08/2023 UK) and each time we've been advised it will be escalated and we would be contacted. We have not been contacted. 


I've read several of these posts now, and without understanding what the issue is I cannot assist in getting this resolved further. Therefore I can only plea with Shopify to provide us some understanding as to what is causing you to hold our funds and furthermore what we can do to assist in there release!

Reply 1 (1)

Shopify Staff
2780 199 391

Hi there, @RareStar!


Thanks for reaching out here in the Shopify Community to share your query with us.


Thanks also for letting us know you have already been able to get in touch for support, and that your query has already been escalated for you, that's great!


As such, no further action is required on your part as you will be hearing back from that escalated team in due course.


It can take longer to hear back from these teams, due to their workload and their requirement to work via email in order to adhere to secure processes.


While we can't provide account support here via the Community or comment on the contents of your support tickets for security reasons if you're happy to share your escalated ticket number with me here I can check to confirm this is with the right team for more info already.

Don | Social Care @ Shopify 
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