HELP! Payouts Failing

[Looking4Answers]

HELP! Our payouts have been failing for a month. We have tried three bank accounts at two banks. We cannot get anyone at Shopify to fix the problem. Is there anyone from Shopify monitoring the forum who can help? We are desperate. We have chatted to many Shopify reps, but no one is fixing the problem. They are holding on to all of our money and starving our business. 

[Promer]

Hi @Looking4Answers 

I'm so sorry you're going through this. Here are a few steps to take:

1. Double-check bank details: Ensure the account name, number, and routing details match exactly what your bank provides. Even a small mismatch can cause payouts to fail.

2. Contact shopify support again: Reach out to Shopify Support via live chat or email and escalate the issue. Ask to speak with a payments specialist or a senior support agent—they have more tools to resolve complex payout issues.

3. Check for holds or restrictions: Sometimes payouts are paused due to account reviews or compliance checks. Ask support if there’s an ongoing review and what’s needed to resolve it.

If all else fails, consider escalating via Shopify’s Twitter support (@ShopifySupport), they might respond quickly to public inquiries

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

This is an absolutely critical situation, and your desperation is entirely understandable. A month of failed payouts with no resolution from Shopify is completely unacceptable. Here's a breakdown of how to escalate this issue and what actions you can take:

1. Immediate and Aggressive Escalation:

• Demand a Senior Support Representative/Manager:
  • Stop relying on generic chat support. Insist on speaking with a senior support representative or a manager who has the authority to resolve this issue.
  • Clearly state the severity of the situation and the financial impact it's having on your business.
• Document Everything:
  • Keep meticulous records of every interaction:
    • Chat transcripts (save them as PDFs or text files).
    • Dates and times of all communication.
    • Names or reference numbers of support agents.
    • Screenshots of error messages.
    • Keep records of the different bank account information that you have provided.
• Formal Email Communication:
  • Send a formal email to Shopify support, clearly outlining:
    • The timeline of failed payouts.
    • The bank accounts you've tried.
    • The financial impact of the delayed payouts.
    • A demand for immediate action and a clear explanation.
    • Request a written confirmation and a ticket number.
• Social Media Pressure:
  • Publicly address your issue on social media platforms (Twitter/X, Facebook, LinkedIn).
  • Tag @ShopifySupport and use relevant hashtags (#ShopifyPayments, #ShopifyPayouts, #eCommerceIssues).
  • Clearly and concisely explain the situation.
• Contact Your Banks:
  • Contact both banks where you've tried to receive payouts.
  • Ask them to confirm there are no issues on their end that would prevent receiving transfers from Shopify.
  • Ask if they can see any attempted transfers and why they might have failed.
• Legal Counsel:
  • Due to the length of time, and the financial impact, it is time to contact legal council. They can help you draft demand letters, and provide legal advice.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly