Hi,
I’m looking for some advice. I have been a LONG time Shopify Consultant and I’ve never run into this issue before. I have dozens of clients on Shopify and continue to bring clients in monthly.
One of my clients recently was unable to change their bank account. It would not accept the previous account numbers as valid, so the previous account was unable to be removed. Finally, nearly a month later, after the account team was able to remove the account, my client entered the new account numbers.
However, it’s now been weeks and the payouts are still “paused” with a message saying the account team will be in touch. They were in touch, asking us to reply to an email to verify we added the new information. We replied as requested. Three times now, over 10 business days with no response.
I’ve reached out daily to chat support and they always say the same thing “oh I’m so sorry, this can take a while due to security concerns, but rest assured I’ve reached out to the account team for you and made sure they know you’ve updated the account numbers so they can lift the hold.”
The internal messaging from Shopify says this hold will not last longer than a few days. Shopify’s own support has said this. They now have more than $10,000 of my client’s money tied up with zero recourse for my client (who is considering legal action at this point).
Has anyone run into this problem and found a reasonable resolution? There is literally NO COMMUNICATION from anyone at Shopify, it’s maddening, and making me reconsider whether I should be recommending this platform to clients. This is a massive risk, and the lack of any escalation ability is really insane.
Thanks for any help,
~ Tim Shutes
CEO, Digital Culture