Why are my payouts failing with Chase bank?

[rachaustin2000]

I have searched the community and have found people with the same issue I'm having. I bank with Chase and was having no issues with payouts and now they are failing. I have  had MANY failed payouts. I get a message asking me to enter the OLD and NEW account. I've done that SOOO many times and there should be no reason it's not working. I get a message telling me it won't accept those numbers. I am having no problems getting payouts from Etsy, PayPal, my payroll company, anyone else--only Shopify. I've opened 2 support tickets. One was started on July 6th and nothing he asked me to do worked--I had already tried those things multiple times. That support person stopped replying so I opened a new ticket. They told me that it was escalated to a payment team and it was high priority but I have received no update or replies since Thursday--going on 5 more days now.  It is getting extremely frustrating getting no payouts since June 30th--17days! I'm sorry, but I'm getting very impatient. I need the money for payroll, expenses, etc. Can you PLEASE help escalate the already escalated support ticket.

[Kimi]

Hi, @rachaustin2000.

Thanks for reaching out in our Community Forums and detailing your situation for us. It sounds like a frustrating one for sure, and I absolutely understand your concerns and the urgency of your request.

I'd like to clarify and set the proper expectations, however, that we don't have any access to accounts or support tickets via the Community Forums, due to privacy and security reasons. Because of this, we won't be able to action anything from our end as our support here is limited to general topics and enquiries. Account-specific situations like your case would require an internal team member to assist.

What was the last reply you received from our internal support team?

If they've confirmed that your ticket will be or has been escalated to one of our specialized Accounts team, then there isn't anything else you need to do on your end at this stage. I know this isn't what you want to hear, but all there is left to do is wait for a reply from an Accounts Specialist. For context, most of our team works their way through the queue from the oldest to newest ticket, so I'd also encourage you to refrain from replying to your open escalated ticket as this may push your ticket down our team's queue.

Again, I understand that you're eager to receive an update on your ticket and situation. It's possible that our Accounts team is currently handling a larger amount of requests than usual, which may result in a delayed response time for all of our merchants. I know it can be frustrating to wait for a response, but rest assured that the team will follow up with you as soon as possible.

[rachaustin2000]

Unfortunately I was hoping to find help in another way. This is a huge queue if it takes this long 😞 The last reply I got was telling me it was being escalated  which was about 5 days ago. Just a few minutes ago I see another payment trying to be sent (only one day's amount, not the whole balance). I feel confident this will fail but maybe they are trying again. Phone support in a case where I having received any money since the end of June seems super needed. Very discouraging but I guess I have no choice but to continue to be patient. 

[Kimi]

I absolutely understand your concerns and frustrations, @rachaustin2000.

I know this isn't what you'd like to hear, but if your ticket has been escalated then rest assured that our specialized teams are working hard to investigate your issue as quickly as possible. They are best equipped to assist with account-specific situations and will provide an update for you as soon as they can.

Again, we appreciate your patience and understanding during this process. 

[rebel1979]

Hi! I am having the same issue, I read on a 3rd party site that Shopify and Chase just dont work together. Did you manage to solve this issue?

[rachaustin2000]

Unfortunately it was never fully resolved. It must have something to do with business accounts because I couldn't do deposits into my business savings or checking account. The only solution was to change the deposits into my Chase personal account which is weird and not ideal. 

[rebel1979]

@rachaustin2000 After insisting with support, they escalated my case and explained to me that I needed to allow shopify to withdraw. They send me some codes that I manually added on my chase account, you can see the process here: https://www.chase.com/digital/customer-service/helpful-tips/business-banking/security/ach-debit-bloc...

This is the message they sent me:
You will need to provide your bank with our ACH ID’s to allow withdrawals. Please see the details below.
 

Shopify Payments US and Canada

• Transfer Type: ACH
• Allow list Info: (Here they included some codes that I dont know if those are exclusive to my account).
  
  
  
  

After completing the process on my account, they notified me that they will resume the payouts in a maximum time of 24 hours. I recommend that you insist with support to see if your case is the same that can be fixed by this solution.

I hope this helps.