Shopify is holding my payout and I need my money

[Heartofmaslay]

Can someone help me I received an email that since I was selling branded merchandise. I am just drop shipping merchandise and was advised by my wholesaler I could use their pics. I have been doing this for a while and don’t know why now is all of a sudden a problem. I need my my money to continue putting into my business and fulfilling orders. Can anyone else help me asap. I need my money I literally just drop ship pay them they get order together and get me tracking and send merchandise to my customers. I don’t even touch merchandise or see merchandise it goes directly to my customer via China wholesaler. Please help please. I do not have reseller documentation they are asking for but I do have all the invoices I’ve paid wholesaler which it only allowed me to upload one. I just need this resolved asap so I can continue my small business..

[ron266644]

I’m with you bro I believe this website is a scam, I do the same thing I also sent out orders for custom made hoodies and shoes and RECEIVED NO PAYOUT FROM IT could you imagine that. I tried setting up a professional business site because everyone recommended shopify then you have to deal with stuff like this. 

[Heartofmaslay]

I don’t know but I need to know how long they will have my money tied up I did go ahead and apply for a permit and they sent my permit number. But they said the actual license could take 2-4 weeks to mail. I pray they don’t have me waiting all that time for my funds to be released. I see so many articles regarding this and I never had a problem until now. But I see it seems to happen when people get a large payout amount. Keep me posted on your situation and I’ll do the same.

[ron266644]

Update July 19th still no payout their not holding it they’re “reviewing” my account and it’s taking them 7 days to do that when they said 24-72 hours so that right there is already sketchy. I wouldn’t recommend using shopify THEY WILL keep your money that’s probably how they stay in business. Another thing I noticed YOU CANT CONTACT THEM… No phone number or LIVE CHAT for an agent I’d recommend using quickbooks you get paid the next day with NO issues

[Heartofmaslay]

That link just sends you a loop. I don’t understand why you can’t contact
someone via phone or chat. I emailed on Friday. I have since received my
permit number in email but they stated the actual permit could take 2/4
weeks to send in mail. I need immediate assistance with this issue.

[Nia]

Hi, @Heartofmaslay!

You are able to contact our Support team through callbacks or chat via the link provided above.

If you could follow the below, you should have no issue -

1. Click on this link and Select Log In (Follow prompts in selecting your store)

2. Click on Money > Shopify Payments which will lead you to a list of resources.

   

3. Scroll down to the bottom of the page and you'll see the Support options.

   

Let me know if you're able to get through to support via these instructions. If you emailed the team on Friday, please note it can take up to 72 hours to get a response on business days (excluding weekends).

[Heartofmaslay]

I’ve found prompts before it just leads you to articles.

[Nia]

Hi, @Heartofmaslay!

When you are led to the articles, are you able to scroll down to the bottom of the page and find the support options as per screenshot above?

[ron266644]

Here’s more proof to reason I think shopify is just an overall fraud, how are you going to try to help small businesses but can’t even pay them what their supposed to be paid… I wanted to put that money into my business to get more products etc to become bigger 

 

 

 Absolutely ridiculous imagine making a website thinking you’re going to be successful then having to stumble across stuff like this please refund the customer or something that way I can ask him to ship my product back I’ll never use this app again to save my own time 

[ron266644]

Also I don’t know how you get all those options maybe cause you’re a staff but we only get “Email” then Community and email takes way longer I have about 4 tickets open on my case and nothing yet NOT EVEN A UPDATE

 

[Nia]

Hi, @Ron266644

We would love to help you resolve this and provide the next best steps for you. Before I can do so, I would like to gather further context into this situation.

• Have you received any notification at all that payouts are possibly on hold?

• Have customers used Shopify Payments or a third party payment gateway like PayPal to check out? In the case that it may be an issue of waiting on these alternative payment gateways?

[ron266644]

No I didn’t get any notification that it’s on hold I contacted you guys and it said my store is under review on July 13th give them 24-72 hours and it’s now July 20th so yeah this site definitely isn’t worth it and no I didnt use any third party gateway I used regular shopify payment

[Heartofmaslay]

Agreed update to mine was basically since I didn’t get or have
documentation to sell branded items they are closing my store. I am drop
shipping using pics my wholesaler provided plus I have my license and
provided them with that definitely a scam but they stated that my funds
since they are closing my store will be released in 2/3 business days. At
this point I’m ok with that I’m just going to find a new platform because
Shopify definitely sounds like a scam at this point.

[ron266644]

Yeah same I’m about to start using WIX.com they have their own payment processor and look better. Are they releasing your funds to you? or refunding back to customer

[Heartofmaslay]

It stated they would send payouts in 2-3 business days I received one from
Saturday but I have orders back from last Tuesday how you pay me for a more
order but not an older order. But it did state 2/3 business days all
pending payouts will be sent . So we shall see I’ll give them until Friday
to release all my money. And yes Wix is what I did I’m not going to
continue going back and forth with them.

[DylanFurmo]

Hi,

We are currently going through the same nightmare - since the 13th our payments have been held. I can't seem to reach anyone at Shopify that can tell me more than "decision is pending, we will let you know" - if you have any method or way to reach out that ended up working here, please let me know.

[Heartofmaslay]

No I had to end up closing my shop unfortunately and switching to a wix
platform so far no issues are problems on this one and they had to release
my pending transactions cause I closed the shop down it then took about 3/4
business days my funds were released. I complete nightmare mine were on
hold since June.

[DylanFurmo]

Very sorry to hear that. Thanks for the follow up - good luck with everything moving forward.

[Heartofmaslay]

Thank you and same to you yes I was too ridiculous but I refused to give up
and let them win. Hope everything works out for you as well.

[Nia]

Hi, @Ron266644!

I appreciate you providing context and sending through screenshots. I understand how important it is to have your payouts paid to you and to have your business running again. If you have been advised your store is under review and it has passed 72 hours, this will be due to a delay in our current ticket queue with the Accounts team. We provide 48 - 72 hours as a general timeline of when you should expect a response, however this may not always be a case.

We do appreciate your patience and diligence whilst waiting on a response from our internal team.

[Nia]

Hi, @Heartofmaslay!

We understand how important it is to have this sorted as soon as possible so you can get to fulfilling your customers orders and making sales!

How long has it been since you've last had contact with our Shopify team?

When it comes to situations like so, if you have created a ticket with our Support team (simply by just contacting them about this issue), this ticket should be escalated through to our Shopify Payments team who will be the only team able to sort this out with you.

If you have yet to contact our Support team, you can do so through this link.

[patrickfloat]

Nia - Please help me understand this great mystery. My stores "chargeback rate" which is what I am being told is what qualifies our store a "high risk" store is .5% for the last 12 months. You guys are holding over $15,000 and justifying it by saying you are doing this to protect shopify and our customers from fraudulent issues. I fail to understand the math in this. I am trying to talk to your legal team but I am at a complete loss at this point on how Shopify can justify this. I am having legal teams review this and would like to be pointed very clearly where in the shopify terms and conditions this is outlined. Typically for matters that exceed $10,000 there are different parameters as to why anyone including a bank can hold your money. These parameters also require a remedial action plan to get to a place where the funds can be secured. I would appreciate a very very very clear answer to this and no directing me to the support center because I already have opened every ticket imaginable on this. I would imagine this is happening to way more business owners than just those in this thread. If only you guys knew first hand how crippling this was for us founders and brand owners. We are considering an entire change of platform because of this as if this continues we will be unable to continue to operate our business if you are holding 20% of our EARNED revenue that we work extremely hard to obtain. It is disgusting that this is the way that Shopify treats it's customers (us brand owners) who put their heart, soul and life savings into their businesses. Please provide any clarity that you can. I am begging you. 

[hWillell]

Hello @patrickfloat I am in a similar situation and was wondering if you had made any movement on this? My hold is until January but at this stage the hold will end my business before then and outside of switching platforms I'm at a total loss