This is exactly what happened to me, prepare yourself, this is long but it might help you since I been through this 3 times. I’ve been with Shopify for 5 years and have accelerated payouts as well. This is actually the 3rd time I caught these people saying they paid me when they didn’t. The chat support people can’t understand how the payment/deposit is missing because it shows “paid out” even with a bank reference number attached for verification but when you go to physical verify the money on the bank card, it’s not there and when you check the bank transfer number, it takes you right back to “balance” again showing “paid out” which the last issue/deposit was Nov 25th.
In every direction you look, everything is showing the money was paid and there is an electronic trail showing the same, this is how and I’m assuming why, the chat support can’t understand but if you get lucky enough and get a support person who speaks English, they will usually do their job and escalate the ticket to “Accounts/Payments” and than you will be paid within a few hours - everything thats been missing.
*No it has nothing to do with the holiday, No it has nothing to do with who you bank with. The chat support will say anything because they have no clue what’s going on, and they don’t want to admit it, trying to end the chat without doing anything!
99% of the time, they don’t understand what your saying in English anyway. I explained to support that they can’t help me and the ticket needs to be escalated to “Accounts” it took this chat person 3 hours of b.s reason and excuses on why he think this happened till he finally got frustrated and escalated the ticket and that’s because told him I was going to show this chat log to corporate, report him for not understanding anything and passing me off to management for help and blocking my business from getting a solution and being successful all because of his ego! I asked for a manager 10 times and everyone (meaning all the chat support people I’ve encountered in a week (10 ppl) & all the chat tickets that’s been created, everyone refused to pass me off to someone who knew how to fix this situation or refused to escalate the ticket to the correct department to get this issue fix! I kept being told it was the holiday, when there was no holiday when my money showed deposited on the 26th of Nov so how does the holiday effect that, than I was told it’s because I transferred money out of my account to bills and vendors, that’s where the money went and this chat person believed that 100%. One told me they had to check with the billing department first to see if they deposited the money than went back into the account and took it back because of an app that had a bill that was due! After all this, I was ready to switch platforms! No English reading and writing reps copy & paste answers from A.I - The one chat support kept
copying and pasting info on basketball and tiny homes!!!lmfao!!! That was the best one by far!! I had to dumb it down for all these chat support ppl as they had no clue, schooling or training.
I finally got it taken care of this morning when I seen the payouts from a week ago coming in.