So i’ve been reaching out to the slow shopify support (it sucks that they don’t even have an email now) for 2 weeks now regarding a payout hold that was crucial for my business launch after i offered my customers a pre sale purchase option. I have not been able to send orders because of this hold and now I’m getting chargebacks. I’ve been messaging support every single day and they just have not updated me at all. Every morning I write a message that looks like this: “ I need urgent help; I can’t reach anybody. I have talked with support advisors all day for the past week, and my tickets keep on getting closed after being “escalated” .
My business has been getting chargebacks because I can’t fulfill orders because so much money has been put on hold after successfully verifying my identity.
This chat is the only one that has not been closed, I don’t know why. PLEASE HELP.
I’m getting no updates; my payouts are still on hold after verifying my identity with a Mexican id because it’s the only thing that worked. I tried with my American license and passport for the 1st 3 days after the hold, on the 4th day, it occurred to me to try out my Mexican passport, and it worked (which is weird because I signed up for shopify payments as an American citizen with my SSN and everything). but after i got verified, the payouts are still on hold. I have a feeling that the system is bugged because of the mixture of countries.
Here’s a detailed breakdown. Please help.
sep 11-sep14: I was notified that my payouts were on hold and that i needed to verify my identity to release the hold to “keep my account secure”. and I tried verifying my identity with my US documents, because in my shopify payments account, i signed up as a US citizen, provided ssn, etc. and my store is based in the US. The system was not being able to verify those documents and i was confused. I reached out to support to let them know about this. for 3 days
Sep 14-15: I had the idea to try to verify my identity with my Mexican passport… and it worked. I don’t know why. But after verifying my identity, the payouts were still on hold. days have passed and it’s still on hold. I have the theory that the system can’t process it and it’s bugged because i registered my business and payments account in the us, but at the time i created the store i was located in mexico on a trip.
now, today and yesterday, i tried deactivating and activating shopify payments to try and de bug it, it’s not working and i don’t know if i made the process longer by doing that
Extra info: I’ve been trying to resolve this issue for days now, and I’m getting chargebacks because I can’t fulfill the orders! The largest chunks of payouts that i generated with my new small business, were put on hold.
I feel helpless and now shopify payments will flag me for getting more and more chargebacks, as this is not getting resolved. “ My problem is currently being reviewed by “the right team!” they have not even updated me at all whatsoever. My business is getting crushed and I’ve got a feeling that this will be a LOOOONG payout hold. Ever wonder if shopify uses payout holds for their own benefit/leverage? Anyways, I will now have to sue them, as it’s impossible to do business like this. I’m pissed! Anyone experience something like this? I’ve read similar stories around here and on reddit. If anyone can solve this for me I’ll pay them to hack this out! Thanks for reading.