Shopify Payments are Holding My Business Hostage

[Noublee]

I’ve been a loyal Shopify user for close to 6 years, but my recent experience with Shopify Payments has been nothing short of a nightmare. Over the past week, Shopify has placed my payments on hold without any prior communication or notification. As a result, I now have 74 orders I can’t fulfill because Shopify is sitting on my money.

When I reached out for support, I was met with generic responses and told my case had been "escalated" and "High Priority". After days of waiting and multiple follow-ups, I was finally informed that the payout department has a 48-72 hour response time (which has already been exceeded) due to a "backlog."

Under PSD2 regulations, Shopify is obligated to inform merchants immediately about payment holds, provide a valid reason, and offer a clear resolution. They’ve done none of that. Instead, I’ve been left in the dark, unable to fulfill orders, losing customer trust, and incurring additional costs—all because Shopify can’t manage their payment processes.

I’m honestly shocked that Shopify thinks it’s okay to treat merchants like this. They market themselves as a platform for entrepreneurs and small businesses, yet their payment system is leaving us high and dry.

To anyone considering Shopify Payments: Think twice. If this is how they handle payouts and customer support, you could be the next one left in limbo with your business at risk.

I’m now preparing to escalate this issue to regulators and seek compensation for the damages caused by Shopify’s negligence.

[dallyo]

I started my account 5 weeks ago and have never received a response on why they are holding my funds. Zero communication at all. Even the support has thrown up their hands and said sorry don't know what to tell you.

[Noublee]

I have sent an email to their legal team as advised by a support agent, as they are quite clearly breaching article 92 of PSD2 regulation. If I don't get a reply from them I might have to escalate the issue with the bank of Portugal as a first step. It's really a frustrating thing to go through as I literally can't do anything about it, they haven't given me solutions, timeframes or what to do to solve the issue. 

[LK34]

Have the same problem, my payouts are on hold for since 3 weeks. When I contact the chat they always say the same thing " need to be escalated " need to prioritize" "need to put as urgent"... They are useless but I keep contacting them every SINGLE day.

My friend has the same issue, since one month no news. As you and me.

Let me know if you get a reply from the Risk Support Team

Good luck!

[Noublee]

They sent me an email last week saying the payments will be held for 120 days so I had to switch to Stripe

[LK34]

The same. You store was closed for violation of Section 7 UAP Policy ?