Urgent Payments On Hold - Help Needed

Urgent Payments On Hold - Help Needed

Ellie881
Tourist
33 0 1

Hi, 

 

On June 26th we received the red line that says  'Funds on hold, Customers can still checkout and to contact support for the next steps.' So far it's been 11 days of contacting support advisors and with each conversation with support there is no resolution and apparently no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold.

 

as of the latest conversation with the support chat they say "Support Advisor): I just received a notification from our team that their channel is closed as of the moment and will continue their operations tomorrow."

 

We have been messaging support daily for an update, There is also our escalated ticket from June 27th with no replies, The support advisors just keep giving the same generic answer - Originally when the notification first popped up in the dashboard there was no e-mail from Shopify as to why there was a hold. How exactly does anyone get a response and resolution to this when anything from the Support Advisors is the same generic answers worded slightly different and no actual help. How are we supposed to run a business like this. We need our funds to continue running business operations.

Replies 2 (2)

Ellie881
Tourist
33 0 1

Day 12 now still no communication or resolve.

Ellie881
Tourist
33 0 1

Day 13 still no communication or resolution.