Why is my payment from Shopify on hold and what actions should I take?

[sheeshery]

my payout tab says this 

Your payouts from Shopify Payments are on hold while we review your account

This is a standard review, and this hold does not prevent your customers from checking out.

its been 7 to 8 days i haven't gotten an email. Does this review have a set time of length, do you need any documentation. What course of action am i supposed to take, i sold and given the customer the items? At the moment i need to recoup and purchase more merchandise. Did you call the customer bank or the customer to confirm?    

[Blair]

Hi @sheeshery,

Thank you for reaching out to the Community. I'm happy to provide some assistance with your payouts, to ensure this gets resolved. To confirm I'm fully understanding, are being asked to provide documents from within your Shopify admin?

If not, this is likely a standard review as you've mentioned. It's a typical process of using Shopify Payments that many merchants like yourself undergo, to help ensure the safety of both you and the platform.

As it has been over a week since your payouts were placed on hold however, please feel free to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to ensure the appropriate steps have been taken to ensure the review is completed as quickly as possible. 

The connect with us, you can: 

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

Please let me know if you have any other concerns. 

[sheeshery]

i was waiting for all day yesterday in the live chat no one ever came to help

im still waiting in the live chat now

[Max114]

hello, was your situation resolved? if so, how long did it take? i have same situation.

[joaofelipe25]

you can solve it bro?

[LuxuryMountain]

Mines been on hold since May 19, 2024 and it's June 25th.  Getting ahold of support is no help. I've contacted them 4x and EVERY time I get told my accounts under normal review and they will escalate my case.... been happening for over 2 weeks!!!! Not very impressed 

[Soapsandbubbles]

any update?

[Lilayousefi]

Same… Did they resolve it? 

[Lilayousefi]

Same… they hold over 40k and they never reply just escalate it it has been months. How Did it go? 

[FrankPerfumer]

Hello did you problem got solved?