Shopify Payments to Shopify Balance Pending (Emergency)

[Kylie8]

Hello Shopify Community,

I am reaching out in hopes of receiving urgent assistance regarding a persistent issue with my Shopify Payments. For the past few days, my scheduled payments to my Shopify Balance account have not been processed as expected. Instead, they are continuously being put into a pending status with no indication of when they will be completed.

Despite opening multiple support tickets, I have yet to receive any meaningful response or resolution from the Shopify support team. This lack of communication and clarity is causing significant disruptions to my business operations, as I rely heavily on timely access to these funds to manage inventory, fulfill orders, and cover other critical expenses.

Details of the issue:

• Issue Start Date: 7/19/2024
• Support Ticket Numbers: 3
• Store Monthly Chargeback Rate: .17%
• Median Fulfillment Time: 1.5 Days

Impact on Business:

• Delayed inventory restocking
• Inability to fulfill customer orders on time
• Cash flow disruptions affecting daily operations

Given the urgency of this matter, I am appealing to Shopify executives and higher-level support to intervene and provide a swift resolution. Transparency regarding the cause of this delay and a clear timeline for when I can expect my funds to be released would be greatly appreciated.

Shopify has been a valuable partner in my business growth, and I hope this issue can be resolved promptly to restore my confidence in the platform's reliability.

Thank you for your immediate attention to this matter. I look forward to a prompt and satisfactory resolution.

[Victoria]

Hi there, @Kylie8.

Welcome to the Shopify Community, and thank you for sharing your experience here. 

We're sorry to hear that your experience with our platform and Support team did not meet your expectations. We strive to provide responsive support, and we regret any inconvenience you may have encountered. Your feedback is incredibly valuable to us, and we are committed to using it to make necessary improvements.

I would like to set expectations that through our Community Forum, we do not have access to tickets, accounts or personal information. That being said, are you able to share your ticket ID(s) here? I can pass this information along to our Internal Team for review.

[Kylie8]

Hi Victoria,

Thank you for your timely response and attempt to resolve this issue for me. Here are the requested ticket ID(s):

49380509

49314937

49315386

Let me know if you need anything else from me. Thanks

[Victoria]

Thank you for providing those ticket ID's.

I have shared your ticket numbers with our Internal Team. They'll be able to review your ticket(s) and follow up with you directly via the ticket. We recommend keeping an eye on your inbox, spam, and junk folder for further correspondence. 

[Kylie8]

Nobody has followed up with me yet.

[SeyfiK]

Same issue here. Payouts are pending with no payout date. Been waiting on updates on my escalated tickets for over 10 days. Have had to stop all business activities because if this issue. What I’m hearing from my network is Shopify is having BIG issues the last couple months. They are shutting down stores left and right and nobody can get in touch with any of their departments in a timely manner. I am now looking to move my business to another platform. I will be shorting Shopify stock as well.

[Kylie8]

Shopify still has not gotten back to me after 7 days... I heard their payments team is backlogged with tickets. I have hopes they can resolve it though I also had to stop business activities.

[fotg]

Hi there - I know this is an older post but did you get this figured out?  It's happening to me now.  I went from same day payouts to 5 days at least.  It's ridiculous.  Did you end up moving your payouts into a different transaction?