Why haven't I received my ecommerce payment yet?

[AsmaB]

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Hello, I have been using shopify payment for a long time and normally I always receive my payments within 3 days. It's been a while since I received anything and I went to check but my last orders were not added to the payout. For example, for my last order I was told that it will be added to the payout on March 6 but it's already the 9th and nothing happen. It’s the same for my 5 last orders. 

[Daniel]

Hi there, @AsmaB! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

With regards to your inquiry, I appreciate the information you have provided regarding this payout funds that you are waiting on. I am hopeful from the time you have written this to our response, you would've received funds already as there was a known error on March 6th that caused delays but if you are still waiting on these payouts to be released, please reach out to our live support team for further assistance. 

Once they verify your credentials, they can open up backend information and look deeper into these specific orders to figure out what exactly is happening with your payouts. This is essential information to investigate this issue which we do not have access to in social channels which is why we are referring you to our live team. 

[AsmaB]

Hello,

We are 9 days later. I've talked with the live chat several times with several different members. They sent my request to the finance service but no news on why my account is on hold. It's taking a long time and I have 0 answers.

[Daniel]

Thanks for the update, @AsmaB. 

With such matters, I always recommend that you reply directly to your ongoing ticket with our team to inquire about more information or additional updates as we do not have access to back end information over in social channels like here in the Community.

I also recommend you do not create multiple tickets about this matter by chatting with our team more than once. I definitely understand the need to resolve this urgently however which is why your ongoing ticket is best to reply to directly as it goes directly to whomever is interacting with your hold already. 

As always, we appreciate your patience and understanding regarding the process our internal teams need to take regarding such holds. Once our team has an answer for you, they will reach out directly.