What happens to my funds after a Shopify ban and a chargeback?

[BilalRasheed11]

Hello everyone, I have tried again and again to ask the same question from Shopify risk management and payment team but they aren't replying me with the answer I need.

I made a store few weeks back, I got 4 clients 1 was a new client and then other 3 were my old clients. Shopify ban my account after 1 day and I was also probably aware that my friends had bad experience with Shopify payments.

So the risk management closed my account and told me I will get payment after 120 days if there are no charge backs during that time. The 3 of my clients I know I send the product anyways since I will get paid after 120 days from Shopify, but one client did a charge back I called him told him I am sending product and I will wait for 120 days, which is my loss in the end. But he didn't listen and did the charge back still.

My questions that I am asking from Shopify payments team is, 

That if I got charge back on 1 order out of 4 orders, will I not get the money for the remaining 3 orders also after 120 days ?

Or will I get the money of those 3 orders which didn't got charge back by the end of 120 days in my bank account regardless of 1 order got charge back ?

[Maz]

Hey @BilalRasheed11!

Thanks for getting in touch, and I am sorry to hear about the issues surrounding the chargeback.

May I ask where and how you were notified of this payment hold? Did a notice appear in your admin, or did you simply receive an email regarding payout holds? Generally, if you have received an email regarding the payouts are on hold, then it is best to direct to that email with any questions you might have. We cannot look into your account from the Shopify forums here ourselves or offer any guidance on why your payouts are on hold. The team will be able to advise you further on your account for you. I hope this gets resolved for you very soon.

[BilalRasheed11]

The following emails below are what I got, and yes I have tried several times and replied to the mail but I am not getting any response back.

"This email is to inform you that after reviewing your information and website we believe your business presents a level of risk that we will be unable to support with Shopify. I know this is not ideal, however we won't be able to help with your business.

At this time since Shopify has been deemed not a good fit for your business you will need to research other e-commerce platforms to find one that will be suitable. Regrettably we are not able to make recommendations to merchants.

Additionally, our banking partners determined that there was a high risk of chargebacks for the orders that were placed and have placed a 120 day reserve on the account. If there are no chargebacks in this time the full amount will be released to the bank account on file on *2023-01-21*.

Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Once an account has been declined the decision is final.

Thank you and I wish you all the best with your business going forward!"

After this email I asked my questions that if I got charge back on 1 order out of 4 orders, will I not get my payment for the other 3 orders also after the hold time period ?

In that reply I got this 

"If there are no chargebacks in this time the full amount will be released to the bank account on file."

My only question that is too simple is that 

if there is no chargeback I will get the full amount.Then if there is a chargeback I won't get the full amount, just the amount without any chargeback. Right ?

[BilalRasheed11]

@Maz 

[Maz]

Hi @BilalRasheed11!

Thanks for your response.

I can appreciate this may be a frustrating situation to be in. 

I cannot say for certain if your funds will be released, as I have no access or insight to their investigation. However, it seems like since there has been a chargeback in this time period, it would suggest that you will not receive the funds. In this case, I would recommend reaching out to live support here at this link to check if you can get a further update on your emails sent and some clarification.

All the best!

[Nefetari]

I need help y’all are holdings my funds for no reason 

[Farisss]

I have the exact same problem, everytime I ask for information by mail i get the same automatic generated mails, it is so frustrating!!! 

everything I build on shopify they destroyed and they hold my funds! ( around 15-17k ) 

this feels so illegl, to ban my account whitout ANY reason ! ( they can’t give a reason because of privacy reasons ??? -.- ) 

i 100% feel that I’m scammed by shopify. How many merchants they hold money and never release it? Come on there must be something I can do right?

[jacqts]

Did you finally receive your payouts ? I'm having the same problem rn

[aczudak]

I'm having the same problem. Did you manage to receive your payment? I CANNOT even access my admin to refund the customer and it's so frustrating when you have an aggressive customer on your case daily.

[Binginwarry]

I have the same problem.... they close my store and put my payout that is already on hold for 2 weeks on hold for 120 days.

No reason...Nobody to talk to... no nothing....they are abusing their power. I will report it to the fraud division of the Canadian police Monday morning.   DO NOT DO BUSINESS WITH SHOPIFY.    I never had a return, never had a bad payment. This is criminal. 

Imagine you are renting a space in a mall and you are paying every month. Suddenly the owner of the Mall close your space and grab the money in the cash machine in case of....    Here in Canada, we call it a fraud....it is criminal ! It is an abuse of your power.

[Tonyisra]

 look into this 

[Sophia · Accepted solution]

Hi, everyone. If you have received an email from Shopify's Trust and Safety team regarding your store or your Shopify Payments account, please reply to that email with any questions or concerns (unless noted in the email that the decision is final, in which case there is no additional information we can provide). 

If you cannot access your store or Shopify Payments are on hold and you have not yet received communication via email, please reach out to us via the Shopify Help Center. If you're unable to login, just type "can't login" into the virtual assistant chat, which will lead you to the available contact options.

[Binh25]

Hello everyone. I hope many people can see this. If your store is still with shopify or you want to create a store with shopify then please dont.

This is what happen on my stores

I started my store with shopify on august 2022 and few weeks only they shut down my store.
They told me that they will put my payout on hold for 120 days and it will be deposited by December 2022. What I did was I move my business back to square again which where I really started

December 2022 I received an email from shopify saying they cannot deposit my payout because the bank on file is closed which is true and I am aware of it

They ask me to contact support team to change my bank details so they can deposit it

I started escalating the issue with shopify support team 2 weeks ago
I told them that I need to change my bank details so that the payment team can deposit my money
The support team told me that they can only escalate the issue with the billing team since this kind of matter is already out of their hand
So I waited for 2 weeks for their email and someone name page from payout team send me an email saying that she was able to change the bank details of  one of my stores which is clearly not what I asked her from the first place
I asked them to change the bank details on all of my stores because each of them has pending payout
So i sent her an email again to change all of my stores bank details
Until now, She still not responded to my email, Its been 3 days since I email her

I started escalating this issue to support team 2 weeks ago and this still not resolved
How long will it take for them to fix my issue? a year?
I messaged the chat support yesterday asking why page didnt responded to the email and the support team told me that page is on day off thats why she cant respond to my email
Like what the hell? It been 3 days now and nothing happen
If shes going to day off, Why dont she handed over my case to her coworkers?
Why dont she fix my issue before she go on day off?
The unprofessionalism of the shopify team is really serious

 2 weeks waiting isnt enough?
Like why? Why do you keep making it hard for me to get my money?
It was on hold since august 2022 and until now shopify dont want to give me my money
Shopify has a very poor support team

So if you planning to use shopify platform for your business please dont
I have seen a lot of complain and unresolved issues
This is not what I signed up for!

[Maz]

Hi @Binh25! Thank you for sharing your experience here. I understand that you're concerned about why your Shopify Payments account is on hold and why the issue has not been resolved after more than two weeks. I can appreciate that this is not ideal, and it is imperative that you receive an update about this.

Please rest assured that you made the right call in getting this sent up to the billing team and that your case is in the right hands. I cannot advise exactly on what the delay might be, but I do know that our teams do work behind the scenes with our banking partners for issues such as this – so it might take a little longer to look into.

As much as I would love to be able to provide an update for you, I would not have access to your store/account via the public forums, however I do hope in the meantime you've had an update. Let me know if there are any other questions you might need help with!

[jacqts]

Have you eventually received your payouts ? I'm having the same problem now 

[Tuuv]

Hey did you ever received  your money ?

[unhappy123]

This is so Sad! I really wish I have conducted throughout investigation before using Shopify.  No rep on the phone, chat rep are useless, and they get to hold your money as they please. I know 1 thing for sure, I'm leaving this platform. Isn't not worth the headache.  My HARD EARNED MONEY HELD FOR NO REASON. I CAN'T SELL PRODUCTS I MADE MYSELF. this is so RIDICULOUS and LAWSUIT ACTION MUST BE TAKEN. 

[jacqts]

Did you ever receive that ?

[chama111]

Did anybody get there's?