Upto 20k in payouts accumulating and still pending after 3 weeks

[Sherry01]

Due to some payments error (we're still unaware of why the issue came up in the first place), we stopped receiving payouts since the 18th of June and are still waiting for a response from Shopify's payments team to mitigate this issue, since it was escalated weeks ago.

How long does it take for an issue of this nature to actually be picked up by the Shopify team? The payouts have amounted to almost 20k and its massively disrupting the health of our business.

Looking forward to receiving a solution soon.

[Emily]

Hi, @Sherry01.

Thank you for reaching out. I am sorry you have not heard back from our team regarding this. However, our queue is longer than usual so the wait has been longer then we expected. Do you have the ticket ID for your Support interaction? 

[Sherry01]

Hi Emily,

The ticket number is : 49471447

I have since then changed my bank account to instigate a deduction as this
whole process started due to a failed payout that never fully deducted from
my bank account. Not quite sure if that will work or what the core issue
is. I would appreciate if you can look into this as I have not received a
single payout since the 18th of July and my business is being severely
affected by this.

Thanks in advance

[Emily]

Hi, @Sherry01.

Thank you for sharing that ticket ID and more information. Due to this being the Community Forum, I am not able to disclose any information regarding your ticket as I am not able to authenticate you. However, I can let you know your ticket is with payments team and will be responded to as quickly as possible. It looks like you reached out just a few days ago so you will need to wait as our queue is a bit longer than usual at the moment. It can take 5-10 business days to hear back.