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Shopify Payment in hold for more than 2 weeks

ousspe
Visitor
3 0 0
I'm so angry about this! "Your payouts from Shopify Payments are on hold while we review your account". I have contacted Shopify customer service for more than 2 weeks and every time they tell me that the Shopify payment team is reviewing my case now and that all will be resolved. but when they close the chat I don’t get any response anymore. I can provide the tracking number, my business document, I mean anything to open the hold but they tell me that they have all and everything will be ok Now is it 2 weeks without any response? I have a ticket that is escalated for 9 days and still no response on it, this is my ticket number: 35363909 Thanks, Shopify for basically freezing my payments on small business Saturday and having NO phone number to call and resolve. Please some help.
Replies 8 (8)
imraan1992hk
Tourist
6 0 2

I've had the same problem as well since i launched my store 2 weeks ago, i made a test order and shopify payments asked me for a business registration verification. Now my legal company name and my online store name are different. so its been over 4 days and i've contacted them 4 times but no solution and no one got back to me from their verification team

ousspe
Visitor
3 0 0

hi, please i have a small question. did you make a test order using shopify payment Test Order. or you have Purchased from your store using your card.

Don
Shopify Staff
Shopify Staff
2704 193 379

Hi there, @ousspe!

 

Sorry to hear you're feeling frustrated with the situation you find yourself facing.

 

I understand you want to be able to get paid out for your customers' orders as soon as possible, and want to make sure you're in the right place to get support for this.

 

Any payment processor in operation will have legal requirements in terms of Know Your Customer (KYC) or other requirements that mean they have to verify the identities of business owners using their service.

 

Shopify Payments would be no different, and you may have been contacted with a request for documentation to identify you personally or your business registration.

 

I can see from the ticket number you shared here that your query is already in the correct place for support, so no further action is necessary on your part.

 

It can take longer to hear back from specialist teams such as this, due to their longer turnaround time and their requirement to work via email only for security purposes.

 

Not to worry, as you will hear back by way of a reply via email to the support ticket that was originally escalated in due course.

 

I would advise against creating further support tickets on this same subject, as that would only serve to slow our ability to support you.

 

Keep an eye out for that email reply from our escalated team and you can work with them from there.

 

All the best!

Don | Social Care @ Shopify 
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ousspe
Visitor
3 0 0

the ticket that was escaleted was 2 week ago and still no response, i have contact the support via call and tell me that i need to put the tracking number. I have put them and all the order is already delivered successfully and still nothing.

 

and at the same time, they told me that they will send me an email to give them the business document and tracking. but nothing now is more than 5 days since the call and I have not received from them anything. this is the worst thing happen to a business. thank you for not helping me with anything, just talking and no action. that makes me think that I make the work decision not work with stripe directly.

Don
Shopify Staff
Shopify Staff
2704 193 379

Hi again @ousspe!

 

Firstly, my apologies for being delayed in replying to you here as I have been away from work recently.

 

Could you let me know if you have heard back via your email contact that was escalated since?

 

If not, would you be able to share the number for that ticket with me here so I can check to ensure it's in the right place with the right team?

 

Let me know as much as you can about the situation and if you're still in need of any support!

Don | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Avabui
Visitor
2 0 0

Hi Don, thanks for helping these guys out! I'm in the same boat - recently went live with my business and my payments are also on hold. This is my ticket number: 36270978 


The status has been escalated for a week now but they have not requested my personal information yet which makes me think they haven't started on the case after all this time. Can you please check where this is at now? 

Don
Shopify Staff
Shopify Staff
2704 193 379

Hi there @Avabui!

 

Thanks for sharing your query with us here in the Community.

 

While we can't comment on the specifics of support interactions here, I can let you know that your ticket is indeed in the correct place to be seen by the appropriate team.

 

This specific team has let us know that they are dealing with long queues currently, so it would not be possible to project when this might be updated or resolved for you.

 

Rest assured that your contact is already in the right place for more info and it will be handled in the order it was escalated.

 

No further action is necessary on your part for now, so just continue to keep an eye out for an update via email from that team.

 

All the best!

Don | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Avabui
Visitor
2 0 0

I see. Thanks for your reply Don. Hopefully that will get resolved soon