[URGENT] Shopify Payments Withholding Our Money with NO reason

[EKIKO]

Has anyone else experienced this? Shopify have stopped our payouts with no reason, and we never received an email to notify us about the pausing of our payouts. We have received payouts before and only noticed it was stopped when we started receiving sales and realised we were not receiving any payments in our bank account.  When we checked the payouts section, that is when we noticed it had been paused.

Checked all folders without our email and there was no communication from Shopify.  I then chatted to shopify support chat who all keep telling me the same thing - it has been escalated to the highest team, marked as urgent, and we will hear back within 24 hours. Every day, I check my email and see we have received no response, I chat in again and get told the exact same thing.

Is there a way to reach the payouts team directly or can ANYONE from support help me here?  This is absurd that our payouts have been held for weeks and is really detrimental as we are paying for ads to make these sales and now we are not getting our money made from sales.

[Ellie881]

Was this ever resolved? We just received the 'Funds on hold, Customers can still checkout and to contact support for the next steps.' notification but NO email about this was received just a notification on the dashboard. So far it's been 3 days of contacting support and no resolution and no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold & now 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." How is it possible it's closed on a Thursday at 2PM EST? We cannot run a business this way.

[EKIKO]

Hi Ellie,  No it still has not been resolved.  I received a message back from Shopify Support this morning basically saying it has been escalated to the highest team, but thats basically what they've been saying for the last week.

It seems we have a similar issue.  Our payouts just stopped with no notice, no email communication or reason given and we still have sales coming in so customers are able to check out.  I'm grateful for that but we really need to get our payouts.  Thankfully Afterpay payments are still coming through!

[Lmazz214]

Let me know if you hear back. I've had an urgent issue escalated to highest priority and still haven't heard back after a week... shopify support is nonexistant.

[Ellie881]

Hi,

Will do! Apparently ours was Escalated as well and there is a “High volume of tickets” they are working through. After seeing others having the same problem and receiving no resolution after weeks upon weeks I am not feeling too confident in the support department which is very disheartening for a company of this size. 

[EKIKO]

Yes it is disheartening indeed.  I wonder if there are any support staff within the Shopify Community that can offer some support?  I've been replying back to the support thread in my Shopify Help Inbox as a way to prompt them.  Hopefully we get a resolution soon.  This is the first time I have ever encountered any issue like this as Shopify but I think it might be time to setup an account with another credit card payment provider such as Worldline or Windcave.  As e-commerce merchants that rely on cashflow, it is not good to have this much risk, and I have never anticipated Shopify Payments would be so risky to use or I would never have used it.

[EKIKO]

To date, still no response from Shopify Support despite the escalation.  

[Ellie881]

Yes, The same with us as of right now no update. 

[EKIKO · Accepted solution]

We have received an update from Shopify that said they were reviewing our payments account yesterday and by today I can see the payout hold has been lifted.  Hold tight, the total time it took for Support to get back to us was around 10 days.  If you haven't heard back I would suggest setting up another ticket and escalating like we did. Good luck! 

[Ellie881]

Great to hear! Day 7 for us. Fingers crossed it gets handled in the same timeframe as yours! Thanks! 

[Lmazz214]

We received a response after 8-9 days or so 🙂