RE: Its a disappointing experience

[akrypt]

Hello, 

I would like to share my recent experience with Shopify, which has unfortunately been quite frustrating and disappointing.

Over the past few days, I’ve encountered significant issues with my payouts, which have not yet been processed. Despite following up with customer service multiple times, including four separate inquiries, the matter has still not been resolved. Each time, I was informed that my case was being escalated to the finance team, but I received no follow-up.

My most recent interaction was with a representative named Mark on October 18th at 11:30 PM AEST. Unfortunately, this conversation only added to my frustration, as I had to repeatedly explain my issue without making any progress.

I would appreciate some clarity on how these cases are being handled and why the support process is so inconsistent. As a business owner, I rely on timely and accurate payouts to maintain my operations, and the delay of nearly two weeks has caused considerable inconvenience.

It is also concerning that despite being charged on time, Shopify’s system fails to ensure that payouts are processed in a timely and efficient manner. Furthermore, each time I reached out to support, I was forced to explain my situation from the beginning, which suggests that previous case notes were not being reviewed as stated.

I urge you to review your customer service and support processes, as these issues can seriously impact businesses. I am considering moving away from Shopify and will be advising others to do the same if this situation is not addressed satisfactorily.

I hope to hear from someone soon with a solution.

[DaisyVo]

Hi @akrypt 

I’m really sorry to hear about your frustrating experience with Shopify’s payouts and customer service. As a business owner myself, I completely understand how disruptive delayed payouts and unresolved issues can be to your operations. Let me break this down to help address your concerns:

1. Payout Delays

Payout issues often stem from account verification problems, changes in bank details, or temporary holds due to risk assessments. However, two weeks without resolution is excessive. It’s disappointing that despite escalating your case multiple times, there hasn’t been any meaningful follow-up.

What you can do now:

• Check your admin notifications: Sometimes Shopify sends specific instructions for resolving payout issues that might be pending action.
• Contact Support with your case ID: Make sure you mention the escalation history and request to speak with a supervisor or a manager. They can often prioritize or expedite your case.

If this doesn’t work, consider filing a formal complaint through Shopify's Better Business Bureau (BBB) profile or seeking resolution via their social media channels like Twitter, where teams often respond faster.

2. Customer Support Handling

Your concern about having to re-explain your situation is valid. Support teams should be reviewing case notes to avoid redundancy. This indicates a possible gap in communication between the representatives and the escalation team.

Suggestions:

• When contacting support, ask the agent directly to summarize your case history based on their notes. This ensures they’ve reviewed the escalation details.
• Consider using Shopify’s live chat or email channels, which often document everything and can make it easier to track communication.

3. Impact on Businesses

Delays like this can significantly harm cash flow, and you’ve raised a critical point about timely payouts being essential for business continuity. Shopify must address these situations better to retain users like you. If they’ve been charging fees promptly, it’s only fair to expect timely payouts in return.

Possible Alternatives:
If you’re seriously considering leaving Shopify, platforms like BigCommerce or WooCommerce offer similar capabilities and have their own payment systems. However, transitioning platforms can be a big decision, so it’s worth giving Shopify one last chance to resolve your case first.

My personal view

You’ve been patient, and it’s clear your frustration is justified. I recommend asking for a clear timeline for resolution and compensation for the inconvenience caused (e.g., fee waivers or service credits). Shopify’s management needs to know how issues like this can drive away loyal users, so your feedback is valuable.

If you need help drafting a formal escalation or exploring other platform options, feel free to reach out. I’m here to assist.

Best regards,
Daisy