Shopify payments on hold for more than a MONTH

shelleyd
Explorer
90 1 17

My Shopify payments have been on hold for over  a month. I have no idea why - I’ve received no communication. I assume it’s because I turned off auto-capture for credit card payments.

 

I contacted Shopify on the first day the hold was placed on my account. Four weeks later and despite repeated contacts, I still haven’t received any explanation, much less a resolution or even an indication of the when it will be restored.

 

I now have over $4k in payouts being withheld by Shopify. It’s impacting my business, as I can’t to send the stock to customers without knowing what’s going on with my payments and if I’ll ever receive them.

 

After only 12 months with Shopify, I’m fast losing faith in the platform. This is the latest in string of issues that are impacting my ability to run my business professionally and deliver a great service experience to my customers. 

If it helps, my last ticket number was 37145344.

 

Shelley

Replies 4 (4)

Emily
Shopify Staff
1306 101 189

Hi, @shelleyd.

 

Thank you for reaching out. I am sorry your Shopify Payments have been on hold. 

 

I understand your frustration with this and appreciate your patients. Please check your email, as you should have received an email from us recently regarding this. 

 

Please let me know if you did not receive an email or have any further questions! 

 

Emily | Social Care @ Shopify 
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shelleyd
Explorer
90 1 17
Hi Emily,

Yes, I got an email saying that the payment hold has been removed (it hasn’t) and that I’ll get a further email regarding this (I haven’t). So, I’m still in exactly the same boat.

Shelley
shelleyd
Explorer
90 1 17

Hi Emily,

Yes, I got an email saying that the payment hold has been removed (it hasn’t) and that I’ll get a further email regarding this (I haven’t). So, I’m still in exactly the same boat.

Shelley

DariaZheludko
Visitor
1 0 0

We have faced absolutely the same situation. Out Shopify Payment is on hold for more than 1,5 months. Despite the fact that we are 100% compliant with the requirements and we're based within supportable countries, the payments are still on hold. Neither Legal nor Risk departments provide us with any clarification or explanation! How can it be? 

Our ticket id is e14d40e7-e068-4be6-9f16-628139d647bf