Your payout couldn’t be deposited because the bank account details you entered were incorrect.

jwxf
Visitor
1 0 0

Unfortunately, the system lacks specific information indicating which detail is incorrect. The only available action is to 'Update bank account details'. Regardless of the old bank information I input, it invariably returns a 'not match' error, leaving me at an impasse. The helpdesk's involvement has been minimal; they escalated the issue, but the escalated ticket has remained open without a response for weeks.

 

Replies 2 (2)

Ollie
Shopify Staff
2327 454 397

Hey @jwxf.


Thanks for reaching out. 

 

I appreciate the context that you have shared with us as that is very helpful! If you have been in contact with our live support to change or update the banking information and have been informed of an escalation. You will need to allow the corresponding team to review the escalation and reach out to you accordingly. Since I am unable to verify you as the store owner over the Community forums due to the sensitive information that needs to be shared - I am unable to view the specifics.

 

With that being said, I can certainly see that not receiving a response from our live support for weeks is not an ideal situation. I would recommend reaching out to our live support by navigating to the Help Center and providing the ticket number to the Support Advisor. 

 

Let me know if you have any questions. 

Ollie | Social Care @ Shopify 
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gauravsood
Visitor
2 0 0

Hi Ollie, we've been stuck in the same situation - we got a notification from Shopify stating that "Your payout couldn’t be deposited because your bank was unable to process the transfer we sent them. Alternatively, you can update your bank account details to another checking account. Your payouts will be on hold until you resolve this issue."

 

We've reached out to our banking partner (Revolut) who have confirmed that there's nothing wrong with our account and that there's no record of any transaction that they were "unable to process". 

 

I've been in touch with Live Support everyday for the last week, but we keep being told that "it's been escalated", "it's been marked as urgent" but are given no actual visibility as to what's caused this (someone tells us banking issue, other one says the account is being reviewed - there seems to be no consistent reason. As you can imagine, this is incredibly stressful - I get that we are small business owners, but this is crippling to not hear back for weeks and be left absolutely helpless with no avenue for redressal. 


Is there anything you can suggest we do?