Shopify Payouts on Hold

[RogueRVA]

Hello, my Shopify Payouts have been on hold since last Tuesday, I have reached out a total of 14 times to the Help Center and spoken with 14 different "Support Advisors", none of whom had any idea what the problem was but assured me that the issue had been escalated to the "Payout Team". They have told me each time that they have updated it as a priority issue and that the "Payout Team" will reach out directly and will reach out "soon" or "ASAP".

These are large payouts that in large are primarily for cost of goods, shipping, collaboration payout etc. The remaining is to be used for this month's bills and expenses, I do not have the privilege of being left in the dark any longer. I have gone 7 days with *no* communication with the Shopify Payout Team. This is by far the worst support / customer service I've ever had with truly any company.

This is a problem that needs to be resolved with great haste. It is insane to put someone's money, especially this amount, on hold for 7 days with no explanation and an empty guarantee of "they are working to identify the problem".

If anybody has previous experience with this please let me know below and if there are any Shopify staff that can actually assist please comment below or inbox me. This is a serious issue.

[IFDW_org]

Totally agree, we had the same experience - unfortunately. No direct response, several "Support Advisors" etc.

We should start a movement or a reddit thread or short the Shopify stock 😉

 https://community.shopify.com/c/shopify-discussions/shopify-payout-failed-no-feedback-from-the-payme... 

[RogueRVA]

Have you had your problem resolved or are you still fighting? It's insane to at the least not inform the store owner on the WHY or the WHAT. I don't know how your situation went but 7 days of not hearing from anyone on why is ridiculous. I have rent, medical bills, etc to pay on top of cost of goods and there is no sense of urgency. Absolute insane to me.

[IFDW_org]

No, still not resolved! We had the first contact on the 15th of July, since that: NOTHING! Just "Escalated" to the Payment team and NO feedback. We currently don't know what the problem is and how we can help to solve it. And yes: it's insane and ridiculous! And unfortunately nobody seems to care. 

[knack-tactical]

I am also going through this. Started getting orders on 7/22, waited until 7/30 to reach out to support. Have reached out 5 times since, being told that the 'Verification Team' or 'Business Operations Team' usually gets back to issues within 24-72 hours, but due to a high volume of tickets, it is taking them much longer. I have a feeling that there is a pretty big issue in the backend that they are trying to resolve. Very frustrating to have large sums of money sitting in limbo for 2.5 weeks. 

[msp24]

Same.  I have been in business with Shopify for 10 years and nothing has change my end and NOW, with no notice, no information they are holding $25K hostage.  Last month it was $43K and after HOURS on chat with support, suddenly the next day it was released.  This is outrageous and a violation of Shopify's own terms (payments are made each business day).  Ironically, while they are holding my money hostage, I am being hit up CONSTANTLY  by Shopify Capital to loan me money because my business is so good.  Class action, anyone?