Why is my payout delayed for 16 days after customer support escalation?

[Lou10]

I noticed my payouts weren't coming through to my bank account on 24th Jan 2024 and .ade contact with a support advisor who escalated my ticket. I still don't have a resolution or payout for 16 days. Is this normal?

[Blair]

Hi @Lou10,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

If you haven't done so already, I'd encourage you to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

To 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.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved. 

Please let me know if you have any other questions or concerns.