What's going to happen with my money on a terminated account?

[akurozeh]

Hello! I recently got an email from Shopify's Legal email which has no reply. 

It stated this:

Dear Account Owner, 

We have reviewed your account and determined that it is in violation of Shopify's AUP. As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.

The full amount of pending payouts may be held by the Processor, in accordance with Section D.3 of the Shopify Payments Terms of Service.
If you believe that your account was terminated in error, you can appeal using this form. 
Please note that this email address is not monitored. Any responses submitted will not receive a reply.

Thank you, 

Shopify Trust & Safety Team

---

I have quite a big sum of money from legitimate sales I made on that store, however they are still sitting in Shopify Payments processor. When do I get access to that money? and Or Will my customers get a refund for every order which has been fulfilled?

This is getting pretty annoying as I have not heard back from the support team, and the email that sent this is not accepting any emails.

Thanks.

[Kimi]

Hi, @akurozeh.

Thanks for reaching out about this. I can understand how stressful this situation must be for you.

To set the proper expectations with you, our Community Forums team do not have any access to accounts or support tickets from our end, due to privacy and security reasons. Account-specific situations like yours would require a specialized internal team member to assist, which in your case looks to be the Trust & Safety team.

The email you received from our Trust & Safety team sounds like it includes a linked form. If this is the case, your best way forward here is to fill in the form with any further queries and concerns about the situation, and a Trust & Safety Analyst should receive your message.
 
I understand that my reply isn't probably what you'd like to hear — in this situation however, the steps I laid out above will be your next best step as the team working on your case is best equipped to handle queries of this kind. The best way to reach them is by filling in the form that is linked within the email you received.

[akurozeh]

I have done that, I haven't heard back from them yet

[Zombilife]

so let me ask this because the same thing happen to my account and nothing was doing fraudulent on my end I even sent everything they asked for and my account still wasn’t giving back this week now I wanna know what happens to my money ????

Because I need to know if I have to have everyone foul claims on a site that’s shutdown yall have to tell me something this is ridiculous this keep happening to customers a lot I see 

[Mucho22]

Bro this happened in October they holding my money until February. You have to wait a full 120 days if they decide to give your money back but your account is definitely going to shut down

[Sahilgill11]

hello bro 

it's february. did you get your money back?

[Zombilife]

Hey Kimi can you assist with this issue ? 
I’ve been emailing , I’ve contacted support countless of times .. I’ve even submitted everything they required even more .. how do we get in contact with someone regarding this ?? This must be figured out .. I’ve done nothing wrong .. I have proof of each person who made a purchase on my website .. I’ve submitted many documents videos and such .. I yet still haven’t received a email .. so who do we contact ?? It’s no phone you can call ..support just tell you to wait on a follow up which is mad annoying I had vendors I needed to get paid this Friday who’s telling me they don’t ever wanna do business with me again because of this madness..

so can answer this Kimi 

what happens to the people who made purchases on the website  payment ??

what happen to you’re money in general ?

will they payments be returned back to the sender ? 

how does this work ?? Because you can’t get to many answers from support

and the only person I can go to next is my attorney next which will come with fees but that’s looking like the next steps from here 

[Mirza_69]

Help me out please 

[brianhighland]

These automated responses cannot be tolerated. This issue is so widespread, and were all juts being taken advantage of by Shopify. Surely theres a class action lawsuit or something right?

[akurozeh]

i'll let you know if they respond.. hopefully they do

[akurozeh]

I think it's illegal for a payment processor to hold one's money for more than 180 days if there are no chargebacks on any of the orders made. We can make contact, how do I send you my email / phone for us to have a conversation? I'm kinda worried as I shipped out these orders already and my money is just being held by Shopify. 

[Rossiconslt]

Have you received your money yet?

[Mucho22]

I’ve ran into this problem just now! They shut me down so damn fast for no reason. At this point I just want my balance. My payout day was the 27th they shut me down and said I have to wait 180 days. Bitch I got bills to pay. Did you ever receive you money after the 180 days?

[Craftycreation2]

Did u have received the money after 120 days?

[Rossiconslt]

No I haven't received my money yet##- Please type your reply above this
line -##

[Mucho22]

I have 22 days left on my current hold out I should be able to let you know by feb 24th

[Sahilgill11]

have you received any email where they says that they will pay out after 120 days? 

[Mucho22]

I did receive a email saying the funds would be released but nothing after that. Today is my first business day with unreleased funds and absolutely nothing is happening. Bank still empty and no email or nothing 

[okloa]

did you end up receiving funds?

[Mikedeneed]

Hello,

please let me know did you recieve the funds. I am 124 days later for a $1900 payout. I did not recieve the money or an email.

[Mmla]

Hey did you ever get paid out?

[Mirza_69]

---

@akurozeh wrote:

Hello! I recently got an email from Shopify's Legal email which has no reply. 

It stated this:

Dear Account Owner, 

We have reviewed your account and determined that it is in violation of Shopify's AUP. As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.

The full amount of pending payouts may be held by the Processor, in accordance with Section D.3 of the Shopify Payments Terms of Service.
If you believe that your account was terminated in error, you can appeal using this form. 
Please note that this email address is not monitored. Any responses submitted will not receive a reply.

Thank you, 

Shopify Trust & Safety Team

---

I have quite a big sum of money from legitimate sales I made on that store, however they are still sitting in Shopify Payments processor. When do I get access to that money? and Or Will my customers get a refund for every order which has been fulfilled?

This is getting pretty annoying as I have not heard back from the support team, and the email that sent this is not accepting any emails.

Thanks.

---

Hi everyone I just received a mail I which Shopify terminate my store without any reason can someone help me out 

[the_natural]

I'm so sorry to hear about your problems. This is actually more common than people realize. As you probably know now, there isn't really an easy way to get the money back. However, you can use another providers such as Durango Merchant Services or Paykings to get your processing running again. It's not as easy to setup as providers like stripe, but you will have more control, transparency and stability over the long run. Often these types of providers charge a little more up front, require reserves and a focus on chargeback prevention, but with time and a good processing record you can continue to get lower and lower rates. Hope this helps you and in particular others who have the same issue. It's frustrating.