Why are my reserved funds not paid out after 120 days?

[lloisdois]

My payouts where set reserved for 120 days which expired 28th of may

I havent been paid out upon today

I emailed 4th of June, about this matter i haven't heard upon today (from the risk team)

I am pretty sure general costumer service can check up in this matter.

[Imogen]

Hey there, @lloisdois. Thanks for reaching out to the Shopify Community with your situation. I hope you're doing wel! 

I'm sorry to hear about this situation regarding this reserved payout. It sounds like you've spoken with our Risk Team in the past regarding this situation, and that's a promising factor here, as it means our team is aware of the situation. 

You mentioned that you've already reached out to the Team via email - this should result in you hearing back from the team once they've had the chance to review the situation. Though the timing is a bit longer than expected here, there could be some circumstances causing this delay. 

In terms of what role frontline support folks like myself can do for you here, our support scope is limited. Since we're not privy to the dealings of the Escalated Teams due to privacy reasons, we're unable to comment specifically on any information. This is even more of the case here on the forums, as the forum's are an unauthenticated communication channel. 

My advice here would be to do one of two things: 

1.) Allow some additional time for the Risk Team to get back to you with a reply to the email you've sent them. 

OR

2.) Reaching out our Live Suport Team using this link here to see if they can provide you with any additional information in real-time. Using the link I provided you will allow you to authenticate your identity and your account, and may allow our team to provide you with more information than we can here. 

If you have any additional questions that you would like to ask, feel free to follow up with me here.