Shopify Payouts suspended and zero communication from Shopify

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Without any reason, our Shopify payouts have been suspended. On our dashboard, it says we should have received an email to let us know what to submit to verify our accounts (we have already verified it when we opened our Shopify store). I would be glad to submit whatever is required except we never received such email (yes, we checked all the junk mail, etc). On Feb 26, we reached out to customer support to raise a ticket. We were told by one of the representatives we would get a response within 72 hours. Nothing. Last week, I chatted customer support again and was again told someone would get back to us. We have actually stopped all advertising to our store because we don't want to have to fulfill orders and then not be paid. All outstanding orders have been fulfilled. We find this beyond ridiculous. Shopify suspended our store and claim they would tell us what we need to submit, which they never have. We have waited more than two weeks and we just cannot not sell and yet they still charge their monthly fee. I would gladly submit whatever documentation required as we are a legitimate business but no one wants to tell me what to submit and where? Please help!

Reply 1 (1)
Community Moderator
Community Moderator
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I am sorry to hear that you've been having trouble connecting with our Support to resolve your Shopify Payments issue. Typically documents would be requested through your admin via a secure upload method. Though, it doesn't sound like that is the case for you. 

In that case, your issue would have needed to be escalated up to our Risk team for further review, which can take between 24-72 business hours. There may be a longer than expected delay depending on the number of reviews our teams are processing. Given that your ticket was escalated on a Friday, that would add additional delays as the team does not process reviews during the weekend, or regional holidays. 

I suspect that if you haven't heard back yet, then your ticket is still in the queue waiting to be reviewed. Our support should be able to confirm that your request was escalated; however, the request can not be expedited which may be why you've not received an update. Nevertheless, your ticket will be actioned in the order it came in and should be receiving an update soon. 

Unless otherwise stated in your admin, you should be able to continue accepting orders. Any funds processed while your payouts are on hold will be paid out to you once the issue has been reviewed. 

Trevor | Community Moderator @ Shopify 
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