Shopify Sending Payouts to Unknown Bank Account

[twotheluna]

Has anyone had this issue? I just launched my store recently and was expecting a large payout, it appears an unknown bank account number was added or linked on my behalf. This is very concerning and I've been waiting for over 24 hours to receive help from Shopify and all I'm told is that the issue is being escalated. 

This is very frustrating and not a good first impression of Shopify, I'm beginning to highly question my move to this platform. There's no number to reach. 

[Skye]

Hi, @twotheluna 

Thanks for posting your question to the Forums.

I will need a bit more information to understand the situation. First, are you using Shopify Payments? If so, you can have payouts to your personal bank account, or you can use Shopify Balance which is a money management account and what I am thinking has occurred here. 

If you can navigate to Settings > Payments and determine what form of payout you are using this can help us understand what is occurring here. 

[twotheluna]

Hi Skye, 

The bank account information for my Payouts is not mine, I have no idea where that bank information came from. It's also not a Shopify Balance account. I've already contacted support and they told me they have escalated the issue but I'm still waiting to hear back. It's been over 24 hours since I've reached out, I need to have the recent payouts reversed from where ever they were sent and sent to my bank account, the bank account information needs to be corrected, which I'm also unable to do until your support team reaches back. I need someone to help me with this right away, I don't know where that money went and I'm very worried.

[Skye]

Hi, @twotheluna 

Thank you for providing that update. 

While I wish I had the ability to assist, our Community Team is a public facing team and doesn't have access to accounts or tickets.

I do want to clarify that Shopify is not able to adjust or add bank accounts to Shopify Payments accounts. As such, our team will most likely have to check the logs to see where and when the account was added and by what user. 

For the time being, while frustrating, the best thing to do is wait for our team to investigate. They will provide you an update on the escalated ticket via email. 

[twotheluna]

It’s been two weeks already and still no resolution. I need my payout to pay bills and keep my shop running, this is absolutely disheartening. I’ve been following up everyday and I keep getting the same response that it’s being looked into. I need help urgently!! Anyone would be upset if their paychecks were being withheld.