Why has my account been frozen on an ecommerce platform?

[Sasha021]

Hi so Shopify put a hold on my account and I’m trying to get in contact with someone to tell me the update on that. I can’t fulfill orders until im positive of the situation. Please reach out as soon as possible as my customers are waiting on their orders.

[Kimi]

Hi, @Sasha021.

Are you referring to a hold on your store's Shopify Payments payouts?

If this is the case, for more context our accounts team and banking partners often conduct a standard review on stores to verify that their account information is accurate. You can find more information on this account verification process on this guide. 

If you've not received an email from our accounts team in regards to your account hold, you can contact our live support team so that they can reach out to the most appropriate accounts team on your behalf. We can't do this from the Community Forums, due to security reasons, so to contact our live support team please login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.

Our live support team will be able to assist you further from there and, where required, escalate your case to the relevant accounts team so that they can provide you with an update on your Shopify Payments account.

[Nuggetstacker]

Wow they are doing the same thing to me right now. I have never had a customer complaint or charge back in the 2 years my store has been using this service. They cut me off and are holding $7000 of my money and no one cares! Sounds like the banking partners are actually running the show....shame

[Kimi]

Hi, @Nuggetstacker.

Thanks for reaching out in this thread. I can understand how unexpected it can be when your store's payouts have all of a sudden been put on hold — have you received an email from our accounts team in relation to this situation?

If you have, I encourage you to continue communicating with them as they're best equipped to support you and clarify any queries you may have about this matter. While our live support team can support with general account enquiries, and troubleshoot account-specific situations, cases to do with a store's Shopify Payments account require the support of our dedicated accounts team.

If you don't yet have a support ticket open with our accounts team however, you'll need to follow the instructions I listed in my earlier reply to contact our live support team to begin with, so that they can then escalate your ticket to the most appropriate accounts team on our end.

[trees]

Did they ever release your funds?

[Nuggetstacker]

Yes they did