Shopify Payment Hold for more than a month

[Chantay]

I'm using Shopify Payment for my store. Shopify has been holding my payments for more than a month.

I contacted support, first, they promised to email me within 24- 72 hours. I did not receive any email and chat with the support again. The support staff replied that she couldn't give me any time frame for an email or resolving the hold. She said it depends on their workload.

I think it's so unacceptable that they hold my fund for so long and not take any action to resolve it. I have been waiting patiently for a month before contacting support. This hold is very stressful for small businesses and it's very irresponsible for not even providing a time frame for release.

Does anyone have similar experience? I would like to have some advice. Thank you.

[Victoria]

Hi there, @Chantay.

Thank you for reaching out in the community forums and sharing your question. I'll be happy to provide you with best next steps to make sure this is resolved for you.

You mentioned that your Shopify Payouts has been on hold for quite some time and you've contacted Support regarding this. I understand how important it is for you to have this hold lifted to resume business. We are not able to access or provide account specific information via the Community Forums.

However, I recommend replying directly to the existing ticket you have open with our Support team. Please ensure you're checking your account owner email inbox, spam, junk folder etc for any correspondence from our team. Our internal team will be in the best position possible to take a closer look at your account and let you know if further documentation is needed.

Let us know if you have any additional questions or concerns.

[KayeLove]

I’m experiencing this same thing in 2024 and it’s very disappointing 

[Victoria]

Hi, @KayeLove.

Thanks for reaching out and joining the thread.

I understand that you're experiencing the same issue of your Shopify Payouts being on hold. 

Are you able to advise if you received an email from our Support team or have you tried reaching out through the Shopify Help Center? Is there any red/yellow banner messages displayed in your admin? If a ticket was created, could you advise what Support has suggested/if you've replied to the ticket?

While I'm not able to investigate account-specific issues through the community, I'll do my best to share what next steps you can follow to receive support.