Shopify payments are shelved?

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LICHICHUNG
New Member
1 0 0

A red banner appeared in my shop, indicating that the payment was shelved. I provided relevant document information as required, but it has been 5 days and my payment has not been resumed.

Shopify told me that the review will be completed within 3 days. Now 5 days have passed and I have not received any response. Although I went to the customer service to reply to the email, I still didn't get a reply, and the account red banner still exists.

Accepted Solution (1)

Accepted Solutions
Summer
Shopify Staff
152 36 35

This is an accepted solution.

Hey, @LICHICHUNG! Welcome to Shopify Community!

Do you mean your Shopify Payments payouts have been put on hold? If so, it's likely you're going through standard verification as you've been asked to provide relevant documents.

If you received an email from the agent handling the verification, the best course of action is to respond to that email so they can provide updates on your case. We aren't able to provide a timeframe for the verification, however, I can advise that the standard response time for email communication is 1-3 business days. If it's beyond 3 business days and you haven't received a response, feel free to contact our support team by visiting https://bit.ly/39RZ8ZG so they can reach out to the team that's handling the verification. You can log in to your account to create a support request there.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Reply 1 (1)
Summer
Shopify Staff
152 36 35

This is an accepted solution.

Hey, @LICHICHUNG! Welcome to Shopify Community!

Do you mean your Shopify Payments payouts have been put on hold? If so, it's likely you're going through standard verification as you've been asked to provide relevant documents.

If you received an email from the agent handling the verification, the best course of action is to respond to that email so they can provide updates on your case. We aren't able to provide a timeframe for the verification, however, I can advise that the standard response time for email communication is 1-3 business days. If it's beyond 3 business days and you haven't received a response, feel free to contact our support team by visiting https://bit.ly/39RZ8ZG so they can reach out to the team that's handling the verification. You can log in to your account to create a support request there.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post