Funds withheld after account termination – no response from support [bububoxes.com]

Shopify Discussion

Topic summary

A store owner reports their Shopify account (bububoxes.com) was terminated due to “risk management,” resulting in funds worth thousands of euros being placed on multiple 120-day holds by Shopify Payments.

Key Problems:

  • No access to admin panel or payout statements
  • Cannot view exact withheld amounts or release schedules
  • 9+ support tickets opened over two months, all closed without resolution despite promises of escalation

Requested Information:

  1. Total funds initially withheld
  2. Deductions made (chargebacks, refunds, fees)
  3. Remaining balance owed
  4. Exact payout release dates

The owner has submitted a DSR (Data Subject Request) through Shopify’s Privacy Portal and needs this financial data urgently for accounting and tax compliance purposes. They are requesting direct moderator escalation to Shopify’s Risk/Payments team.

Status: Unresolved and ongoing. Another user has commented experiencing the same issue.

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

I am the owner of the store bububoxes.com (bbxxzy-2j.myshopify.com). My account was terminated due to “risk management” and Shopify Payments placed my funds on multiple 120-day holds.

The issue:

  • I no longer have access to my Shopify admin panel.

  • I cannot view payout statements or the exact amounts withheld.

  • I have opened 9+ support tickets and every time I am told it will be escalated to a “dedicated team,” but the tickets get closed with no follow-up.

  • This situation has been ongoing for over two months and involves thousands of euros.

What I urgently need is a consolidated payout statement showing:

  1. Total funds initially withheld.

  2. Deductions already made (chargebacks, refunds, fees).

  3. Remaining balance due.

  4. Exact release dates of payouts.

I have already submitted a DSR request via Shopify’s Privacy Portal, but I urgently require confirmation of my financial data for accounting and tax compliance.

:backhand_index_pointing_right: Could a moderator please escalate this directly to the Shopify Risk / Payments team and ensure I receive written confirmation?

Thank you,
Christian

2

Did you get any answers? I also have the same problem as you.