Why isn't the risk team responding to my payment balance issue?

[elidyerdigital]

My shopify payments balance hasn't been paid out for 3 weeks. After reaching out to support asking about my balance, they promptly terminated my store. Every time I contact support, they tell me to expect an email from the risk team. I have not received any communication from the risk team, and they do not respond to my emails. What am I supposed to do? I need the money to operate my business. 

[Shay]

Hi @elidyerdigital 

Thank you for those details. I understand that your business is not supportable by Shopify Payments and you are looking into when your last payout will be received. I know that the wait times to hear back from our escalated teams that handle these situations can take time. If your ticket has been escalated to our Risk team for review, then rest assured they will be reaching out with the next steps. 

It's important to note that there is a possibility of full or partial payout hold being put in place to help reduce the risk of chargebacks on the orders placed via Shopify Payments. Payout holds are standard practice for businesses that are considered a higher risk. Our Risk team will share more details around that and if that is the case with your account once they follow up with you about this.