My payouts from my store was suddenly put on hold, someone help me please this is urgent!

[ColsonSky]

Dear shopify, it is not tolerable that you just hold funds from your merchants, I have experienced a sudden hold of my funds at June 3 2024 3:13 UTC+05:00. I have reached to their live support a couple of times to get this issue resolved. They have told me to wait 24-48 hours but now its been almost 42 hours passed and we still havent received any email from them. We are told that our situation has been escalated already and their live support told us a couple of times that we are now being prioritized even though we havent received any emails from their support team. If any of shopify staff will see this , please help me unfreeze my balance there. Its the only funds i can use to fulfill my orders and I dont wanna have a bad reputation from my customers. We NEVER have chargebacks yet and were shipping the items to our customers fast and in good quality. We don't want this to be delayed shopify team. Please do something about our store ASAP !!!!!

[Victoria]

Hi, @ColsonSky.

Welcome to the Shopify Community, and thanks for posting your question.

I understand your payouts are currently on hold, you have contacted authenticated Support, and they have advised that your ticket has been escalated. I can definitely understand the urgency and concern to have this resolved. 

To set expectations, we are unable to authenticate accounts, view tickets or account information through the community forum. This is put in place to protect you and your privacy. Only our authenticated support channels will have access to your account. 

I'd like to provide some additional clarity around payout holds. When using Shopify Payments, our Business Operations team may do checks on accounts and take a look at the overall well-being of a store. This can include reviewing requested documents, how soon orders are fulfilled, and any high-risk orders that may be placed. This helps our Business Operations team determine our merchants continued eligibility to use Shopify Payments. You can find more detailed information here: Shopify Payments Terms of Service - United States. Generally, reviews may take between 1-3 business days and our teams do their best to get back to our merchants within this timeline. If our Business Operations team requires additional information, they will reach out to you directly via email with information or next-steps. 

In the meantime, I recommend replying to any existing support tickets you may have and keeping an eye on your inbox, spam, or junk folder for further correspondence from our team.