Payouts on hold

[AlternativeFoot]

I understand Shopify needs to review accounts from time  to time, but is there a reason why they do not inform us that they are going to hold payments?

We happened to notice on the banner that our next payout was @£0.00 and when we looked we saw 2 payments had been put on hold with no reason and to contact support... which we have done only to be told we have to wait for an email and they cannot give us anymore information.

Can anyone give a better explanation than it is with their internal team and you will have to wait for them to contact  you?

Any information at all  would be appreciated because right now we know nothing!

Thanks 🙂

[SHABISHOBIFY]

Same as you, I submitted a ticket to customer service, and after half a month with no response, I've decided to quit using Shopify.

[Ollie]

Hey @AlternativeFoot & @SHABISHOBIFY.

Thanks for reaching out. 

Since we do not have any internal access to store or account-specific information from the Community forums, it would be best to speak directly with our live support about the situation. This will allow our live support to take a further look into the case and advise next steps. With that being said, you can get in direct contact with our live support by navigating to the Help Center. 

If you have recently been in contact with our support have been informed that you will need to wait for a response from the team that is handling the case, I encourage you to direct your inquiries and concerns to the open email conversation. For context, when you respond to the email that has the ticket number - this will notify the corresponding team that is reviewing the ticket. 

Let us know if you have any questions.

[AlternativeFoot]

@Ollie Thanks for replying, however as I  said we have already reached  out  to support and been told to wait for an email,

My question really is why do they put a hold on payments without telling you?

@SHABISHOBIFY it is a shame, when we moved  to Shopify about 18 months ago, 1  reason that persuaded us to move was the support which has now been sadly withdrawn

[Ollie]

Hey, @AlternativeFoot.

Thanks for the quick response and clarification. 

I can certainly understand that this is not an ideal situation for any business! We would not have any context to why the payments or payouts would be placed on hold. The reason for this is because we do not have access to internal information from the Community forums. I would suggest responding to the open email conversation that you have with our live support. This would be the best method to get in direct contact with the team that is currently working on the case. 

Let us know what you think.

[SHABISHOBIFY]

@Ollie I’ve already done what you said, but it didn’t work. Customer service can only keep push other teams. I don’t understand how long this is going to take to sort out.

[jelisjack4]

Shopify typically reviews accounts for various reasons, but they should inform you about holds. In the meantime, checking your account for any alerts or updates business 2 might help. Also, keeping in touch with support regularly might expedite the resolution.

[AlternativeFoot]

@Ollie @SHABISHOBIFY 

Thankfully it now seems the hold has been removed, although still not had any contact from Shopify to explain this 😂But glad it was sorted relatively quickly at least!

[SHABISHOBIFY]

I'm still on hold ☹️

[knack-tactical]

Did this ever get resolved?

[AlternativeFoot]

Yes:

"

 ‎07-23-2024 05:53 PM

@Ollie @SHABISHOBIFY 

Thankfully it now seems the hold has been removed, although still not had any contact from Shopify to explain this 

But glad it was sorted relatively quickly at least!"

[knack-tactical]

Ah ok, missed that comment. Thanks