Hey guys my account go put on standard review last friday 5:07 pm and the rep told me to wait until monday because shopify payments (stripe) does not do reviews over the weekend which okay makes sense. They told me it takes 24-72 hours and it now thursday and I still have recieved not one email not even one notifying me about the payout hold being placed.
I am freaking out and was wondering how long it will take because support does not give concrete answers so please let me know your experiences.
Based on experience, since this is an escalated ticket, as per Shopify team, the reason why there is a delay on their reply is because of the amount of tickets that their department is getting. What I can suggest to you is to keep an open communication with Shopify support team. If 3 business days has been passed already, I highly advise you to contact them and follow-up your case.
I just had a merchant reach out and tell me my card had declined. I went into my account and there was a notification that payment were on hold for a “routine” review. I also saw that this had happened over a week ago. I never received an email about this or any explanation. I tried to chat with an agent 24 hours ago. They said they would escalate it. No emails or any contact. Reached back out to chat, was chatting for an hour. They said they were close to an update and to hang tight. I set a timer for every two minutes for an hour waiting for their reply to make sure I didn’t miss it, checking in with no reponse every once in a while. Finally, the ai asked how it could help me today? I had to start another chat and the agent that came on could find no record of today’s chat - Im guessing since it disconnected or times out instead of ending. Just told me to hang in there until I hear from the finance team. How am I supposed to pay merchants or my employee? I would love to hold their paycheck until they get around to helping me! I have been a Shopify customer for over 7 years. This happened once before several years ago. Then “Ok, everything’s good. sorry about that”. How can this not be illegal? Check what you need to check and let me know if there is a problem. Don’t just freeze payments while you leisurely add my livelihood to your to do list. No customer service number. No transfer to a supervisor. And funny right how right above the notification of payment hold is a Shopify ad offering me an immediate business loan, if I need one. Maybe it’s their new money making model.
Hey, @harrlael ! That does look strange. It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via Community at this time, we’d be happy to continue assisting you through our available support channels. Please visit our help center and login for assistance.
If there is anything else I can help you with, please let me know.
I have opened two support tickets. Supposedly the ticket has been expedited. Payouts have been on hold since June 5th. No one gives any reason for the review or when it might be done. My account says,“This is a standard review, and this hold does not prevent your customers from checking out.” Well not being able to pay your supplier so you can fulfill orders, prevents customers from being able to place orders. As does not being able to pay your employee. Meanwhile there is large ad offering me a loan from Shopify to make it through peak season - how convenient. Over $2000 is on hold now and my supplier will not ship any more orders until their bill is paid so Shopify is effectively shutting down my business even though I have been a customer for over 7 years. When I open a chat, the agent is not able to get any new information. they use a very polite script to tell me they can’t help with anything other than to reiterate that it will finish when it finishes.
I appreciate you sharing your experience, and I understand that this can be stressful. Our general support team here and via live chat will not be able to provide further detail, as these reviews are handled by a specialized team. Since you already have a ticket escalated to the right team, there is no further action required on your part. The team will follow up with you via email as soon as an update is available.
These standard reviews can occur at any point, whether your store is new or has been operating for several years. Please see the Shopify Payments Terms of Service for details.