I have a payout on hold after that my account has been inactive support team disconnected my call.

[RanaHamid]

I have a payout on hold after that my account has been inactive support team disconnected my call. 
Shopify is a scammed holded my 40,000$ payout and didn't even listen or respond to customer queries. 

Ticket 34433493 , 34226218 i have several ticket but none of it has been reported.

[Shay]

Hi @RanaHamid 

I definitely recognize the urgency to your situation and how important it is to find out what has happened with your payouts. 

I appreciate you sharing your ticket numbers here for us as well. Our community team is not able to review open tickets since we don't have the option to authenticate merchants through this channel, but I have flagged your concerns with our support leads and they will review and ensure you are getting the support you need. 

Have you received any replies to your ticket 34433493? I want to ensure that you are receiving our communications regarding this matter. Please also double check your spam/junk folder to ensure you aren't missing any emails. 

[RanaHamid]

No , I have never received an email regarding any issue. They are referring to the ticket ID# 07d5c333-913f-4c7b-8006-3444b0b240d2  which have never emailed to me I have checked my junk/ spam / all mailboxes everywhere. My issues have been raised from 10th of November been escalated from 12th of November. I have spent about 50 hours with support team members on call / chats waited several hours for call backs but unfortunately no resolution from here.

[Shay]

I have informed my support lead about this and they will continue working with you via email to assist you in resolving this problem. 

If you have not let them know yet through that channel that you haven't received the email connected to ID# 07d5c333-913f-4c7b-8006-3444b0b240d2, please do so. They will ensure you receive another copy of the email. 

[RanaHamid]

Hi instead of sending the copy of the email i have recieved an email stating that ,

Dear Account Owner, 

We have reviewed your account and determined that it is in violation of Shopify's Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.

The full amount of pending payouts will be held in reserve until 2023-03-22 . 

Shopify’s Terms of Service can be found here and our Acceptable Use Policy can be found here.

Thank you, 

[Shay · Accepted solution]

Thank you for sharing that. That would be the email most likely connected with the ticket number you shared earlier. I understand that this is never a great situation to be in. If your store has been deemed inappropriate for Shopify then the decision is generally final. 

If you are using Shopify Payments as your payment gateway then we do have the ability to place a payout hold on your payouts in situations where the chance of a chargeback is quite high. Customers have 3 months from the date of purchase to place a claim with their bank and if they choose to do so it will be debited from the payout reserve. Any funds remaining after that time will be deposited into the bank account on file. 

If you need additional help with this situation you will want to reply back to that email specifically as it will go to the team handling this review. Please note that our standard support does not have access to the review nor do they have the ability to overturn it. 

[Bbsjj]

Hi Shay Good morning I have a problem my account was closed in December and I got a payout date for today April 25 2024 and I still haven’t received a payout as yet. I can’t respond to the email as it’s not monitored well that’s what it said but my ticket number is d9f60d69-1ae6-4914-aac0-ef0781064059

[Ollie]

Hey @Bbsjj.

Thanks for reaching out on this thread. 

Since we do not have internal access to any account or store-specific information from the Community forums, we are unable to view the case. With that being said, I encourage you to reach out to our live support about this situation and provide the ticket number that you have mentioned to the Support Advisor. 

You can get in touch with our live support by navigating to the Help Center. When you arrive on the Help Center, you will need to make the virtual assistant aware that you would like to Speak with support and you will be connected accordingly. 

Let us know if you have any questions.

[Kent86]

Hello @RanaHamid , do you have any news ? Same problem here