PAYOUTS HELD BY SHOPIFY OVER A RECENT INCREASE IN CHARGEBACKS NO EMAIL FROM SHOPIFY

[LRJM1313]

My payouts were randomly frozen on the shopify app and it tells me that I will receive an email with the next steps. I have not received any email regarding this ever. Upon speaking with the support on the chat multiple times, which was absolutely no help now that shopify doesn't have a support number. I was told by the agent in the chat that an email was send May 17th, no such email was sent. Another agent confirmed to me that I did not get the email and promised an escalation with a response in 24-72 hours. Again I have not received anything at all from shopify about this issue or helping me at all. My payouts are still frozen and no one is helping me at all from shopify it is really frustrating all they say is that the issue is being escalated and I never get any follow up. I have been using shopify for years and have never had this problem getting help or having my payouts held.

Can anyone help?

[Blair]

Hi @LRJM1313,

Thank you for reaching out to the Community. I'm sorry to hear about this and would be happy to provide some guidance on how you can proceed.

If you haven't done so already, I'd encourage you to connect with us directly. This will allow you to follow back 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.