Concern Regarding Held Funds & Lack of Support Response

Shopify Discussion

Topic summary

A merchant reports that Shopify has held their payouts for three months due to high refunds and returns. After the hold period ended, they contacted support but were restricted to ticket-only communication and have received no substantive response for 13 days.

Key Issues:

  • Financial dashboard has been restricted for three months, preventing balance verification
  • Shopify attempted to deduct €1,800, though the merchant calculates €4,000-5,000 should remain
  • Support provided only a vague “payouts coming soon” response without addressing specific questions
  • No detailed breakdown of deductions or balance provided despite multiple requests

Current Status:
The situation remains unresolved. The merchant feels deliberately ignored and is seeking advice on next steps and whether others have experienced similar prolonged holds with limited support transparency.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hello everyone,

I wanted to share my experience with Shopify in the hope of finding a solution and maybe getting some advice.

For the past three months, my payouts have been on hold due to a high number of refunds and returns. I understand this policy and have patiently waited for the situation to be resolved. After the three months passed, I contacted live chat, but I was immediately restricted and could only reach out via ticket. Since then, I have been waiting for three days without a response.

Today, I also noticed that Shopify attempted to deduct 1800 EUR from my account, even though my calculations suggest that I should still have between 4000 and 5000 EUR remaining. The biggest issue is that my financial dashboard has been restricted for three months, preventing me from checking my balance and understanding the deductions made.

I know that the Shopify support team has a lot to handle and that some cases take time. However, I would really appreciate more transparency and a detailed breakdown of my balance so I can better understand the situation and resolve this matter fairly.

Has anyone else experienced something similar? Any advice would be greatly appreciated.

2

Update on my situation – still no response from Shopify

I wanted to give an update since my last post. It has now been 13 days, and I still haven’t received my payouts or a clear response from Shopify.

The only reply I got was that my payouts will be coming soon, but nothing has changed since then. Shopify is still avoiding my questions and refusing to provide any transparency regarding my finances.

How is it possible that they hold my money for months and then ignore my requests for a simple breakdown of my balance? I am starting to feel like I am being deliberately ignored.

Has anyone else faced such an issue? What are my options at this point?