Why is my payment on hold with Shopify for 16 days without communication?

[Samyoptics]

Hi my shopify payments on hold for the pass 16 days with zero form of communication. before replying i have already done these steps

1) uploaded the documents required

2) no further communication

3) email customer service, at least 8- 10 times with each of them giving a template answers saying they will highlight or escalte to the payments team

4) 2-3 chats with service reps saying one of them will contact me and ask me for further details . up until today which is around 17 days there is zero action on shopify

no request, no service and no one calling. there are payments hold which i am dependent on and i have been chasing this for 16 days straight with no one telling me anything i have been on shopify for 7 years and never had this issue

[Shay]

Hi @Samyoptics 

Thank you for sharing the details on how you have been working to get this situation resolved with our support team. I can definitely understand how important it is to get this taken care of so that your payouts can resume. 

These reviews are handled by a specific team and our general support is limited in the information available to them on the status of the review. They can confirm that the ticket has been escalated but they don't have insight into what stage the review process is at. While our business operations teams strive to reply back within 3-5 business days, that is not always going to be the case. I can't provide a solid ETA on when they will follow up with you, but rest assured that they will.  

[Samyoptics]

wow, luckily i have deactivated shopify payments within 10 days. imagine having entirely been dependant on the cash flow generated from shopify payments. its almost reaching the 20 day mark and not a single reply, or email or call from the payments team regarding what needs to be done. having a withold for more than 19 days is extremely detrimental to business owners

For an ecommerce site like shopify its even more amazing your have a customer service team, which cannot be connected to your payments team nor even let them know , anything regarding their issues. There is also no way to contact the payments team... all in all a really terrible expereince chasing this.

I dont even want to think about those who have had thousands in dollars under hold...

I will leave this open and not accept a solution untill the issue is fixed. this is the least i can do for those who want to use shopify payments to know. as of this reply it is already 19 days with zero communication from the payments team

[Shay]

Thank you for that additional information @Samyoptics. To confirm, do you have a ticket number for the escalation to our business operations team? 

Also, it's important to note that if you have removed Shopify Payments from your store, this may have halted the review process since the gateway is no longer in use. To ensure that isn't the case, I would recommend replying back to the escalated ticket directly and let them know that even though the gateway was removed, that you would like the review to finish. 

If you aren't sure what ticket is the escalated one I would reach out to our live support once more to confirm that and ask them to add that information as a note to the ticket and let the agent handling the review know. 

It's important to note that if you have reached out multiple times, that only one of those ticket numbers you have created will be the one escalated to our business operations team. 

[NeonGypsy]

Has this been resolved? I’m 12 days out hold on $3600 and out this money and Merch 😡