Why are my e-commerce payouts on hold?

[Ivyscouture]

Please Help anyone else experience Shopify placing a hold on your payouts ??

Its been couple days  I haven’t received an email or heard back from them I contact support team  multiple times  they only say “it takes between 72hrs” also asked them why don’t I see a banner on my dash board to upload my document per rep supposedly they don’t need me  to upload any documents since they review it also I am still able to receive orders but idk if to hold on to them or continue shipping out normally please help ! 

[Greta]

Hi there, @Ivyscouture.

I'm sorry to hear that you're having trouble with your Shopify Payments payouts, I understand that must be frustrating. 

If your account is being reviewed by our Shopify Payments team, it is possible that it will take 72 hours for the review to be complete. There are times that documents are requested, but other times our team simply needs to review the information already in your account, and they will contact you directly if any additional information or documents are needed. If it has been longer than 72 hours, feel free to get in touch with our live Support team again through the Help Center for an update. You can also ask them for the ticket number associated with your review so you have it for your records. 

As for whether you should fulfill your orders, that would be up to you. Typically, when a Shopify Payments account is being reviewed, orders can continue as normal (customers can still shop, and you can still send out orders). The only time this wouldn't be the case is if there's a note in your Shopify admin specifically saying that customers cannot check out. You may want to wait to fulfill orders if you want to use the money from your Shopify Payments payouts to pay for inventory and shipment, but that is definitely up to you.

Please let me know if you have any more questions and I'd be happy to clarify.

[Ivyscouture]

@Greta Thank you well i will continue  to ship out normally  so it happen since Friday morning sad to say it was the long weekend so my 72 hrs started yesterday per rep  now I guess I’ll wait  it just makes it hard on us small business to go through  this and not know when  they will release my pay out  is there any way I can send you my ticket # to see if there is any updates ??

[Greta]

Hi, @Ivyscouture!

Thank you for getting back to me. I definitely understand your frustration with this process and I'd be happy to pass along your feedback regarding how having your payouts be put on hold for multiple days can be a hindrance to your business. 

Unfortunately I'm not able to look up tickets since we can't authenticate over the Community Forums. You will need to get in touch with our live Support team via the Help Center for any updates. I know this may be tedious, but it's how we ensure your account and information are secure. 

Please let me know if there's anything else I can help you with! 

[mikaela_repits1]

I haven’t received my first payment from shopify and it has been over a month now.

[Greta]

Hi, @mikaela_repits1!

Thanks for reaching out, and I'm sorry to hear about your issue. I recommend logging into your Shopify account and clicking the bell icon at the top of your admin to see if you have any outstanding requests regarding your Shopify Payments account and payouts. We sometimes need additional information to complete your account activation and send our your first payout. 

If there aren't any open requests from us, I recommend contacting our live support team so we can check the status of your payouts in our system. To do so, head over to the Help Center, enter the details of your issue into the chat assistant, and select I still need help to be connected with a Support Advisor. 

Please let me know if you have any other questions!