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

sheeshery
Visitor
2 0 1

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?    
Replies 4 (4)

Blair
Shopify Staff
1954 259 231

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. 

Blair | Shopify 
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sheeshery
Visitor
2 0 1
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
Tourist
8 0 2

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

joaofelipe25
New Member
22 0 0

you can solve it bro?