Why is my payout continuously on hold?

[Krystalnicole]

My hold was lifted after 2 weeks and then I take another payment and a hold is on my account again this is frustrating and I can not get any answers on why and getting this fixed 

[Shay]

Hi @Krystalnicole 

Thank you for reaching out about this. To clarify, are you seeing a banner or warning in your admin that your payouts are on hold for a review? Or are you just seeing that the payout dates are pushed out to 2 weeks?

The more information you can share about what you are seeing in your admin will assist us in helping you with this. 

[Krystalnicole]

No so I took my first payment 12/11/23 new account I understand the process of verifying I submitted the requested documents then about 2 weeks later 12/22/23 I receive a email stating my hold was lifted and I’ll receive my first payout on 12/26/23 so I then had to take another payment for a transaction that was refunded but it was a mistake by the system or whatever took the second payment and receive that payout 12/28/23 took my 3 payment on 1/1/24 it showed a payout date for 1/3/24 (today) and about 4 hours after taking that payment I got a app notification stating my payouts are on hold again support can’t seem to help they have no answers and keep saying I might receive a email which I have not received anything from legal@legal-mailer.shopify.com since the last email that stated my hold was lifted I’ve checked multiple times every inbox spam ect and now this same customer is going to think I’m giving them the runaround and I’m on the verge of loosing their business over this so yes I still have the red banner stating payments on hold no one has answers as to why or how to fix it but if this is the process after every payment I can’t afford to use Shopify I’ll loose business because I’m left in the dark Shopify got their fee but can’t seem to do what Im paying the fee for them to do I get a generic response saying someone somewhere will follow up at some point in so many words is what I’m told it’s frustrating and I’m taking my complaint to the BBB if I do not have this resolved in by the end of day 1/4/24 I need to have that payout by 1/6/24 to hold on my part of the agreement with my customer 

[Krystalnicole]

 

   

[Shay]

Thank you for those screenshots. it sounds like you have been able to connect with our standard support, but are waiting for a follow up from our team that handles these reviews. Our standard support team doesn't have the ability to review information related to payout holds or account reviews, these tickets need to be escalated to our Trust and Safety team and they can only communicate via email. 

It sounds like this action has been taken, and the only thing we can do at this stage is wait for them to follow up. I completely recognize this is less than ideal, but I want to assure you that regardless of the time it takes for the review process to finish you will receive your payout. 

[Krystalnicole]

That’s the thing time is everything or I loose a very well know and established customer over this due to conflict on promising a date that my services will be complete and now that dates just about passed this was my second chance to redeem my work and once again Shopify FAILED 

[Krystalnicole]

They removed my hold but I took another payment and now it’s back on hold once again I can’t keep doing this bs every single time a payment come thru it’s ridiculous! 

[cassidy2]

I am expecting the same issue. I haven’t received a single email explaining why my payouts are on hold i have talked to multiple support staff and no one has figured out why this has happened. I had to close my website because of this issue. This is truly unacceptable. I know im a small business but you guys should care about everyone that uses this platform not just the bigger businesses. 

[Krystalnicole]

They removed my hold but I took another payment and now it’s back on hold once again I can’t keep doing this bs every single time a payment come thru it’s ridiculous!