Why isn't my payout being released after store closure?

[Akeemgrace93]

Hi, I opened a store in August selling previously owned designer clothing and shows. 3 days after my first 2 purchase I couldn’t access my store, I got an email stating my store was closed because Shopify determined that it is in violation of Shopify's Acceptable Use Policy (AUP). I’ve read the policy and have been asking how I’ve violated any policy?? The shoe I posted and sold clearly states previously worn so I didn’t misrepresent anything.  There can be nothing considered harassing or racial because it says the brand name only on the items. None of the reason in the policy were violated nor did this make sense… I reached out to support and received back the same email

which still didnt clarify the first email. I believe Shopify wrongly closed my store and held on to my money. I contacted the customer to see if there was some dissatisfaction on their end that I could resolve, the customer advised me no and assured me they were not refunded. I explained what was going on and they contacted their bank and was told they couldn’t even dispute the charge and pay me cash because it’s over 60days they needed to contact Shopify. So now I’m out of my product and I was still not paid. I’ve contacted Shopify several times and still haven’t reached anywhere with the support they keep telling me to refer to to email.

I just want to know when will I receive my payout. Because according to your policy email Shopify states they are allowed to hold payouts because of my store being high risk for chargebacks which worse didn’t make sense as this was my first purchase of 2 items. How was I high risk? What item waa chargeback or disputed? 
My account have been deactivated since August 25th… How much longer before my money is released or do I need to file a lawsuit? 

[Shay]

Hi @Akeemgrace93 

Thank you for reaching out here and for sharing these details. I am sorry to hear that your business was not supported by our platform, and I understand you are trying to find out what has happened to the payouts that were held when your store was closed down. 

Generally speaking, payouts may be held up to 120 days and are then processed and deposited to the bank account that was originally on file. Has your payout account changed since the business was removed from the platform?

In the original email you received you should have been provided a payout timeframe for when the hold would be lifted. Was there one in the email? 

If not, or if that time has since passed, please feel free to share your ticket number with me here and I can flag that for a review. 

[yyyyyyyyyyyyyy]

I have the same problem as him, but my payment has reached the time it has been released, but the archived account changes. So we have been in contact for more than half a month. Today I said someone would contact me later. Tomorrow it will be said that because the reviewer is not in the office, it will have to wait until the day after tomorrow. The day after tomorrow, they said the email had been sent. After checking the results, I continued to contact and said that I had just seen the post a few hours ago. Have to wait 24 hours. I contacted him 24 hours later and said he couldn't give an exact time. Are you acting like a monkey?

[Akeemgrace93]

Thank you Shay for replying,

I believe that means December 25th would make 120 days. No the bank account originally linked have not changed. The email did not give a timeframe. Ticket ID: 0e3765b1-acd3-4c77-8783-ba776caa8d7c

[Shay]

Thank you for that ticket ID. While I am not able to confirm any information included in this ticket I can confirm that a response from our trust and safety team was sent out yesterday on that ticket. If you have not received this email please contact our authenticated support chat to request that they resend it. 

[Akeemgrace93]

Hi, 

This was the email I received.

Hello,

Thank you for reaching out to us. Please be informed that In order to reconsider your account for eligibility to use Shopify we require some additional information with regards to your business model. You can send the following documents as attachments in response to this email:

* Proof of address - Utility bill (e.g. water, electricity, or gas bill from the past 3 months), lease agreement (dated) or property insurance (dated)

* Proof of business association (i.e. business license, business registration documents (with company number) or business tax filing record). 
* Proof of inventory (i.e. dated supplier invoices, dated manufacturing agreements) 

* Social media links related to your business (if none, please explain how are you driving traffic to your store)

Please provide the above at your earliest convenience so that we can assist you further, in addition to any relevant context on your business model. If you have any questions regarding this matter please respond to this email.

Thank you, 

Shopify Merchant Trust Team

Ticket ID: 0e3765b1-acd3-4c77-8783-ba776caa8d7c

Neglecting to say, i don’t wish to be reconsidered to stay with Shopify. It’s been a stressing last few months. I took a chance at starting this site to sell my products. I specifically stated that my items were previously owned so I don’t see how I violated anyone by selling these D&G sneakers. At this point I would just like to get my money back and close business with Shopify. Worse it so hard to get assistance. These chats and emails are very vague and don’t explain much. 

[Shay]

Thank you for following up on this. I understand that you've decided to move away from Shopify at this stage. If your store has already been closed by our trust and safety team, and you don't have access to the store admin any longer, then there is no other actions that you need to take. The account will stay closed and all billing fees will be stopped. 

In regards to a refund, generally speaking Shopify does not provide a refund for services. If that is something you would like to request, you can reply back to that email from our trust and safety team to see if they can assist you with that. 

I do understand that the information provided by our T&S team can appear a bit vague, due to the nature of our platform we aren't always able to share why these decisions have been made. 

[Akeemgrace93]

Thank you for replying. No the bank account have not changed. And I have not received any payouts.

[Merodz16]

Hello

i have the same problem and im wondering if you recieved your payout or no ? Thank you

[KrayzieBone420]

And even in 2024 the issue still progresses!!! I had 0 chargebacks I even got paid out once. I was waiting on the second payout (from the same customer I might add) after 10 days I asked customer service what the hold up was and what do ya know… same email as above… I seriously thinking about starting a class action. My brother ( class action attorney ) has had his hand in over 10+ class actions and has received settlements In 100% of them. My email is sloppyeaterzrox@yahoo.com email me if you want to start the class investigation against these tyrants. Btw I’ve tried over 10 times and after my claim has been escalated (lol) 10+ times. I still haven’t received a dime. 

[Amandakulas]

I have a problem. I created a store and bank account with Shopify and after some multiple charges my account was terminated for whatever reason which I went through the violation terms and couldn’t find where I violated. Now my question is! Since I can’t get into the admin section, how will I get my payout and where will my payout be deposited into? Because the only account I have there was the one giving to me by Shopify