Payouts on hold

[sadandpoor]

I opened my Shopify store 5 years ago to resell wholesale boutique clothing. It was one aspect of my main business, custom spiritwear. When I closed the boutique I wanted to continue to utilize my already established Shopify store. I changed the name but could not change the domain because everything close to the (main entity) store name was taken. I changed any other info needed for tax purposes, financials, etc. I opened a Shopify balance card and even have Shopify capital (all under the spiritwear business). My sales have boomed in the last few months and suddenly all my payouts went on hold while they verified my business. Long story short this has been ongoing for 3 weeks. I have provided all info requested of me and was told they needed to change my "type of business" on their end as it was different from what I originally signed up under. They are still allowing sales to process, my funds are still on hold, what was in Shopify balance is on hold and they're emailing me asking why I closed my account (I didn't), Shopify Capital emailing me that my payment is late (it comes from the sales profits that they are holding). I try to contact support and get the same "Looking into this...we understand...advisor is working on it...wait for email..." Each email sent takes forever for them to respond. I ask if I can talk to a live person and sure "if you upgrade to a pro plan" I am going to have to shut my store down if I cannot have access to the funds to begin processing these orders. I replied to the emails several times asking how long this is going to take (it's already been 3 weeks of back and forth), no response. They claim to have escalated my issue, but I am just getting the runaround and they're holding my money hostage which is causing more and more financial issues. What do I do?! How can I help speed this up? Is there anyone that can help ASAP?

[Anon1991]

I'm so sorry you're experiencing this, just by reading this is giving me anxiety and frustration, so I can only imagine how you're feeling. I don't have the best solution to offer right now but the best advice I can offer right now is to save and screenshot all of your conversations and messages/chat logs with every representative you speak to, into a PDF file or folder, so that you can have a paper trail of you trying to get an answer about your funds being on hold.

Also, reach out to Shopify Capital support and let them know the situation and even provide them with screenshots/emails etc. from Shopify representatives to show them that you aren't responsible for the late payments, as your funds are on hold. 3 weeks is insanely too long to be waiting for a response or resolution to funds being on hold.

This could become a legal situation since they have no reason to hold your funds and also haven't given you a reason to hold your funds, your business type isn't a valid reason to hold your money, so just make sure you're documenting this and advise them to resolve this matter quickly or you'll have a lawyer to look into this because the runaround is ridiculous. 

[lyates]

Did your issue get resolved? We have been over a month trying to resolve our paused payments. Our is because the Owners name was entered as a shortened version. I.e. Jon Smith instead of Jonathan Smith. We had no issues for over 5 years, now it is a problem. We do not have any legal documentation in "Jon" but have sent everything in Jonathan plus a kidney and we are getting nowhere....also can't get anyone to do anything......crazy.....any suggestions?