Disappointed with Shopify's Payment Hold Process

Accounting & Taxes

Topic summary

Multiple merchants are experiencing extended payment holds by Shopify, with funds frozen well beyond the standard 120-day period. One user reports no resolution despite three escalated support tickets and complete lack of communication from Shopify’s team.

Common Issues:

  • Payments held for 120+ days with no clear timeline for release
  • Support tickets yielding no responses or meaningful updates
  • Chat support described as “absolutely no help”
  • Some payments showing as “pending” dating back to August

Business Impact:

  • Small business owners report significant financial strain
  • One merchant has over $3,500 in held funds
  • Questions raised about the legality of these extended holds
  • Users express feeling “trapped” after investing thousands in Shopify equipment

Status: The discussion remains unresolved, with participants seeking advice from others who may have successfully navigated similar situations. Multiple users note a decline in Shopify’s customer service quality compared to earlier experiences.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

I wanted to share my frustrating experience with Shopify regarding a payment hold that has now extended beyond 120 days, plus an additional week. Despite having three escalated support tickets, there has been no communication or resolution from their team.

This lack of responsiveness is unacceptable. As a small business owner, timely access to funds is crucial, and being left in the dark only adds to the stress. I’ve always appreciated the potential of Shopify for my store, but this situation has really shaken my trust in their support system.

If anyone else has faced similar issues, I’d love to hear your experiences and how you managed to resolve them. It’s important that we share our challenges to hold Shopify accountable and encourage better service for all of us in the community.

Thank You - Adrian

2 Likes
2

It’s becoming more of a problem as every day passes. I’m still waiting myself.

3

Have you passed your 120 days, and What have you done to try to get this fixed.

4

I have my funds on hold too. I’m told the same thing to wait for an email. Is this even legal? My business is hurting because of this.

1 Like
5

How was this resolved for you all? I am now experiencing this as a small business and it’s really hurting. What can i expect? Chat support is absolutely no help

6

Curious if these payments say “pending” I have a random payments due from sales pending back to August. I have put in a ticket, but for some reason not feeling real confident I’ll get any response. It’s over $3500. When we first started with Shopify with just our website, it had the best customer service. Now it’s the absolute worst. I regret switching from my POS system I had for 28 years to now just become part of this corporate crap. After spending $6k on the equipment I feel a little trapped. Anyway, LMK if you find any help or solution. Best of luck1