This is killing my livelihood and I have no Idea what to do or how to fulfill my orders

[TjadeSM]

Hello community,

I am reaching out with a sense of desperation as I am truly panicking. My business's livelihood is at a standstill due to a payment hold on my account, and I have no idea what to do or how to fulfill my orders.

I have submitted four tickets regarding this issue, but all I receive are vague answers that provide no concrete solutions. The lack of clarity and the inability to access my funds is crippling my ability to operate. Customers are waiting for their orders, and I am left helpless and frustrated, unable to provide them with the service they deserve.

I have received no email, no information, no request for documents, nothing but a "standard review" notice on my payouts section

This situation is affecting not only my business but also my personal well-being. The stress and anxiety are overwhelming, and I am at a loss for how to move forward. I urgently need clear guidance and a resolution to this issue.

If anyone in the community or from the Shopify team can offer advice or assistance, I would be incredibly grateful. Please help me

[Imogen]

Hi there, @TjadeSM. Thank you for taking the time to reach out to the Shopify Community with your payout hold situation. My name is Imogen. It's good to meet you. To set some expectations for you, we're unable to authenticate accounts here in the Community, so I'm unable to access your account, account details, or any ongoing support tickets that you may have with our Team.

I wanted to start off by saying that you did the right thing by reaching out to the Shopify Support Team via our Help Center. This allows our advisors to get you authenticated, and create an escalation to our Escalated Teams who handle these payout hold situations exclusively. If you have reached out to the Team and created these tickets via your conversations with them, then our Escalated Team will be following up on the escalation that has been sent to them. From there, the Escalated Team will review the situation, and then they will be following up with you directly via email to provide information on what next steps need to be taken to resolve this hold.

[TjadeSM]

Hey it has been 4 days...  no email... nothing... I would send everything they need right now, but I am stuck in panic because there is no communication whatsoever..

[TjadeSM]

Would it be possible to change payment provider because I am drowning..

[Greta]

Thank you for that information, @TjadeSM. I'm sorry to hear you're still waiting for assistance, but rest assured our team will reach out to you as soon as possible with an update. 

In the meantime, you can switch to another payment provider in your Shopify admin by navigating to Settings > Payments > Manage > Scroll down to Switch to a third-party provider. You can find more information on third-party payment providers in this help document. 

Please let me know if you have any other questions! 

[TjadeSM]

Hello @Imogen @Greta  guys. it has now been 6 days and I still have had no word from the review team regarding my "standard review" while my business has come to a situation where I cannot fulfill in time while I am unable to pay rent. would you guys happen to know what to do as I still have had no official email letting me know the hold was put in place so I just feel forgotten and desperate. Do I need to speak to stripe directly I mean would it not be common courtesy to atleast inform when we are speaking about my wellbeing ?  If I need to buy shopify plus to get somebody on the phone I could borrow money from friends & family just please tell me what you would do in my situation? 

[Printholix]

Mine went into review a few weeks ago, and like you I received no email or instructions. Reached out to support to hear the same "it has been escalated" I've been in business so long it's nothing new to me. I just continue to send out orders and ship as normal. I kind of suspect this hold as a test, while they buy time to see if any chargebacks. My business is growing and assume recent sales triggered their system to do the hold. 

But just some friendly advice. Stripe is deciding weather or not they want to accept the risk of your business. They want strong businesses that can accept a chargeback and do the right thing and take a loss, so they don't have too. 

By saying I will borrow money to upgrade to plus and can't pay rent will likely lead to them believing you would not be capable of handling a chargeback. Just my two cents. I hope you get this resolved. 

I am almost 5 figures in holds and adding 1000.00 per day or so, but continue to function as usual. I think this is what they want to see rather than the "I am going out of business" or "this is all the money I have"  though I definitely could be wrong. 

[BootheelBabies]

Hello! Did this ever get resolved. Your story sounds just like mine. I'm losing my mind!

[Maz]

Hi, @BootheelBabies!

Thanks for joining this thread. 

If you have an open escalated ticket with the payments team, then no further action is needed on your part, and you'll need to wait for an update from them. Sometimes we put payouts on hold pending a standard review by our banking partners. It is common practice when processing payments, and helps to keep your account and the platform safe. It does not stop you from processing orders. 

Please note that our support queues can sometimes be busy, which may result in longer wait times for a response. We appreciate your patience and understanding during this period.

We understand that waiting can be frustrating, but rest assured that our team is working diligently to resolve your issue as quickly as possible.

[BootheelBabies]

I bet you have this reply saved so you can simply copy and paste it. I've heard this same thing so many times already. It's been 2 weeks and I still don't even know why my payout is on hold. If there are that many tickets in the queue, the problem lies with Shopify itself. I would think a multi-billion dollar corporation could afford to hire more support techs, so the ones making them rich didnt have to suffer!

I can still sell? Why would I want to do that when I don't have any access to my funds? I can't even make and ship my products sold without my funds! Shopify is ruining my good name! I wish I had just stayed with GoDaddy at this point...