Shopify Payouts on hold since over 3 weeks - no communication happen

[FrancescaShopi]

Hi all,

I’m reaching out here because I’ve been facing a severe issue with Shopify, and I’m hoping someone from the community or Shopify team might be able to assist or provide advice.

As of today, August 13th, I have yet to receive any response or resolution from Shopify regarding my frozen payouts. I initially contacted support on July 24th, and since then, nearly €70,000 have been held, which has caused significant financial strain on my business.

On August 3rd, I was informed that a partial payout was attempted but supposedly blocked by my bank, Revolut. After speaking with Revolut, they confirmed that no such block occurred on their end. I have all the documentation to support this.

Due to the ongoing lack of communication and resolution, I’ve had no choice but to file complaints with the Consumer Financial Protection Bureau (CFPB), the Federal Trade Commission (FTC), and the Better Business Bureau (BBB). I’m also working with an attorney experienced in similar cases to potentially file a claim for damages against Shopify. The freeze on my payouts has forced me to pause all business operations: I’ve had to deactivate ads, delay purchasing new stock, extend fulfillment times, and I’m struggling to pay my warehouse and employees. This situation has caused me immense financial difficulties.

I’ve been a loyal Shopify customer for over five years and have always valued the platform and its team, but the support quality has drastically declined, especially since the COVID-19 pandemic. It’s incredibly disappointing to be treated this way by a platform I’ve relied on for so long.

Here are the details of my unresolved issue:
- **Ticket Number:** 49368289
- **Opened:** July 24th
- **Current Status:** No response or resolution received since then

I urge Shopify to release at least half of the frozen funds (approximately €35,000) so I can resume normal business operations. If anyone in the community has advice or has experienced something similar, I would greatly appreciate your input.

Thanks for your support.

[SealSubs-Roan]

Hi @FrancescaShopi !

Based on experience, cases like this will take time to be resolved so even though it is not ideal, you will need to keep an open communication with Shopify support team as they are the only one who has a better view of your account's status. Follow up your case with them via live chat instead of email or escalated ticket to avoid moving it further on the queue.

[Olivia4]

Hi Francesca, have you solved this situation? If so, may I ask you to reach out to me, please? I'm in a similar situation....