Shopify Payments with pending payouts from 2 weeks. No answer, no updates.

[Brands888]

Hi everyone, 

I recently started a new store after successfully exiting my previous one, and as soon as I got my first order, I received an email from risk-operation asking to submit a few documents in 2 days or my store would be closed. I submitted the documents immediately, but I am still waiting for an answer since then.

I have $5.400 in pending payouts, and I have already paid for marketing, shipping, the cost of goods, etc.

How can it take over two weeks to answer such a crucial topic? How can we run businesses with such conditions?

At the very least, we should be informed about how long this hold will last so that we can organize the business's future while waiting for the funds. This lack of communication is insane.

Also, how can I expedite the process of getting an answer? I answered directly to the email from risk operation and escalated 2 tickets, but still nothing. Does anyone know?

Think twice before starting your business with Shopify. It was a great platform, but it looks like it's not anymore.

Thank you for your support.

[syzo]

Same exact problem here. Any update?

[Brands888]

I got the account lifted and they released the funds. Now, everything is ok. What I have done to fix this:

1) I uploaded the documents very quickly when I received the email. 

No answers or updates for 2 weeks.

2) I replied to the email where they asked for documentation asking to provide me with at least a feedback because this silence of 2 weeks is scary. 

Nothing happened.

3) I kept contacting support (which was totally useless), I disconnected the bank account and reconnected the bank account again using Plaid. I then sent another email to Shopify risk operation team: risk-operations@shopify.com

Suddenly, after the last bundle of actions- contacting support + email + reconnecting the bank account using Plaid- they sent me an email saying the Shopify Payments account was lifted and everything was okay. 

I hope it helps you. I can feel the frustration. It's insane to hold funds without any communication for such a long time. Good luck. This is your money; sooner or later, they must release it!