Why hasn't my weekly payout arrived yet?

[StevetUK]

On Monday 22nd Nov (last week) I changed my payout settings to be weekly on Thursdays, hoping to get the balance on my account paid to my bank on Thursday 24th Nov. No sign, so on Thursday I adjusted it to Mondays and contacted Shopify support. They were unhelpful via messaging ("any change can take a few days") and are no longer responding to messages. The payout has still not arrived today, Monday 28th Nov. It's a week since I requested the payout. Shopify say they cannot manually trigger a payout, it's all automated.

Bank details are all correct, no previous issues until now.

It feels like they're holding on to our funds - can anyone give me advice on how to proceed?

[Kitana]

Hi @StevetUK.

Sorry to hear about your payouts. You said that you already spoke with Shopify via messaging. Was this a live chat or did you talk to someone over our social media? If it was over social media, they won't be able to look into your account specifically and see what's happening since they can't authenticate over any social media platform. You can reach out directly to our support advisors and they can look internally at your account. 

You can connect with our support advisors to get more information about this. If you sign into your Shopify account you might see more support options available like phone support. 

[StevetUK]

Hi Kitana

Thanks for your reply. We have been dealing with Aya in Customer Support and I also raised a chat request which was ultimately ended on the basis that someone else (i.e. Aya) was already dealing with the issue.

Our payout has now been delayed by a further week and I can also see in the dashboard that only 1/3 of our total balance will be paid out. This is appalling.

I have asked for the issue to be escalated and Aya is refusing to raise this with a senior colleague on the team or to treat it as a formal complaint.

Shopify is preventing us from accessing our legitimately owned balance of funds on our account and there is no explanation being provided. I have advised that we will seek legal recourse if necessary.

Can you assist in any way to progress this to avoid the need for lawyers to get involved?