Why are my online store payments still on hold?

[mohitmel]

Hi I am looking for any help here as our Shopify Payments has been on hold since last Friday 2/4/22. We did receive a email from the risk team this Monday (2/7/22) and provided/fixed tracking issues as per there request. Since then we have emailed them daily looking for some type of update/confirmation or any response but it has been radio silence from the risk team. At this point we do not know who to turn too and are looking for any type of assistance into our current payments status. I can provide our ticket number if needed. Also we did chat in with support and they were unable to help as well so not sure who to go to now......

[Daniel]

Hey, @mohitmel! 

Thanks for that bit of information you provided. Definitely helps to see what is going on regarding this on your end. 

I also recognize the need to get this fixed on your end however, you already are talking to the team who is best equipped to handle these situations. You are more than welcome to keep replying to that email you have going with them to inquire for updates but also please be aware that we are handling tickets on a queue basis and will provide feedback as soon as that ticket moves up their queue. We appreciate your patience and understanding regarding this process. 

Also, you can consider using alternative payment gateways since Shopify Payments is on hold. Feel free to check out those alternatives here as well: Payment Gateway Alternatives. 

[mohitmel]

Hi @Daniel, 

Thanks for the reply as it is greatly appreciated. We actually have 2 other payment gateway/providers ready to go but we are unable to switch due to a shopify capital offer we accepted.  Is there any way around this? Seems like we are stuck in a loop. 

Secondly I had a question regarding pending transactions currently we have about 255 transactions that are pending due to the hold. These transactions are combination of sales and refunds to our customers. The oldest refund that is pending due to the hold is dated 2/3/22. As you can imagine customers are not happy that the refund has not appeared on there end. How do we handle this situation as we have no idea when the standard review will be completed and are not sure what to tell our customers. Your insight and help is greatly appreciated as we feel as if we have no one to talk to or help us with these very urgent issues at hand. 

Thanks

[Daniel]

Thank you for that extra bit of information. Definitely gives us a clearer idea on what is happening on your end. 

Again, I definitely feel for you regarding wanting to solve this sooner rather than later however, both matters seem to be directly related to the hold. We are not able to provide concrete timelines to avoid providing inaccurate information. 

Have you tried to reach out to our Live Support team? Since we are still waiting on a response through that email, chatting with someone from our team may also prove beneficial as they can try to directly ask the teams handling this hold as to what is going on. This is an option for you but please prepare to possibly be referred back to that email thread and to wait. Despite not getting any updates, you have an outstanding and ongoing ticket with our team and this matter is being handled for us already. 

Our Live Support team can also look at the back end of your account and provide store-specific solutions regarding as to what is currently happening. Definitely let us know how this works out for you.