Why Shopify hold our account "Your payouts from Shopify Payments are on hold while we review your "

[Anna1010]

Hello, there.

I'm Japanese trading card seller.

I got an account hold from shopify this week...

Based on what my shopify friends have posted so far, I feel that this hold means we can never come back to shopify.

We have been doing business with integrity for shopify.

We have acquired all licenses in Japan, and we strive to deliver and respond quickly to our customers.

But why would shopify hold our account? And they don't say how long this will last.

I am very distrustful of shopify's service. ..If anyone else is in the same situation, could you tell me how long we have to keep this up?

Thank you.

Ann

[GemPages]

Hello @Anna1010 

Regarding your concern, you can study more about this topic : https://community.shopify.com/c/payments-shipping-and/your-shopify-payments-account-is-on-hold/td-p/...

I hope the above is useful to you.
Best regards,
GemPages Support Team

[Anna1010]

Thank you, GemPages!

I checked link you sent me and I found any emails has been received yet. I just sent messages via help center. I hope my accounts restart soon...

[Rio · Accepted solution]

Hi, @Anna1010.

Rio here from the Shopify Community team. Apologies for any inconvenience this causes, we know it can be frustrating if your payouts go on hold. I assure you we do this for our merchant and customer protection, and if you are operating your business with integrity things should be resolved here. 

You should have an email from our team regarding the payouts, or a notification in your admin. Our team may request some information in order to move forwards. If you don't receive an email you can check in with our support team at help.shopify.com. 

[Anna1010]

Thank you, @Rio 

Unfortunately I don't accept any messages emails from shopify.

I will contact help.shopify.com soon.

[eBeeLuv]

I would suggest turning off these automatic standard replies telling Shopify account holders they get an email when their accounts are being reviewed. We have not received any emails as confirmed by Shopify chat support. From what I have read in the forums MOST people do no receive any emails. Please turn off those standard replies or rewrite them. By telling customers they receive an email when most do not is unsettling for your customers.

A shop should not have their payments stopped for upwards of 30 days from what I've seen posted in the forums even when told 24-72 hours. Businesses have suppliers to pay, employees to pay, merchandise to buy, etc.

If an employee at Shopify was told without notice - hey we need you to keep working without pay coming in and we're reviewing your employee file. You should have gotten an email and hey it should be reviewed within 24-72 hours. What would that employee think??? Does it give the employee confidence in the system? 

The process should be at most 72 hours max! In fact, why do the payments have to be held? Makes no logical sense at all. The store should be able to function at 100% and only then if the store is found to sell contraband or whatever, then the payments are held.

Holding payments of all stores as they go through the process not knowing any real time of the end game is simply not acceptable. Does Shopify pay interest on the money they are holding as we get 4.8% (more in short term CD's) in our savings account here in the states now. It sure seems like Shopify holds money to make a bit extra for the 1/4 reports?

So please stop the standard replies telling customers they should have gotten an email - emails are not happening! A better written canned reply needs to be written. 

[EleksMaker]

Thank you for your reply. I would like to ask how long it took you to receive a response from the auditor after Shopify Payments was put on hold? And how long did it take to restore it to a usable state? I may have encountered the same problem as you, but there was no notification email. I have been waiting for 10 days and I don’t know how long I have to wait next.