Support Not Following Through – Delayed Payouts & No Action After VAN Mismatch

[Sueantonorsi]

It’s been two weeks since I reported a VAN mismatch that triggered a payout hold on my account. The hold was eventually lifted, but I’ve been asking to change the payout account since day one—and it still hasn’t been done.

What’s worse is how slow support has been. Every reply takes days, and when they do respond, the necessary actions aren’t taken. I now have a second ticket open, and I’ve been waiting five days with no update—again.

Meanwhile, I’m running a business with no cash flow, unable to pay suppliers or fulfill orders, all because of something that could have been resolved quickly if handled properly from the start.

Is anyone actually getting real support with payout/account issues? This is unacceptable for a platform that claims to empower small businesses.

[SealSubs-Roan]

Hi @Sueantonorsi 

A faster solution is to create a new business bank account and link it through a new Shopify Payments profile in your settings. This can occasionally get around verification delays associated with the initial account. Only, you know, that your business and tax details match, so you don’t get flagged for more investigation.

[Sueantonorsi · Accepted solution]

I actually found out that the best solution for this is to either call your bank and ask them to not accept payments from shopify, that way Shopify will have a failed payment and will ask you for a new account. Or just all-together, close the bank account–like I did. PNC is not a good business bank for ecommerce, apparently.