My balance is gone after the reserved was lifted

Payments + Shipping & Fulfilment

Topic summary

A merchant reports a critical issue with Shopify Payments involving approximately $70,000 in total balance ($35k in payout balance + $37k in reserved balance).

What happened:

  • After receiving notification that their reserve was lifted, a pending payout appeared in the reserved balance
  • The next morning, the $35k payout balance disappeared entirely
  • The reserved balance was reduced by $34k

Current status:

  • Shopify support claimed this is a “glitch” that should resolve in a few days
  • No resolution has occurred yet despite ongoing contact with support
  • The merchant is seeking help from others who may have experienced similar issues

Response:

  • One commenter mentioned this type of payment issue occurs frequently and advised patience, though their response lacked specific actionable guidance

The situation remains unresolved with the merchant’s funds still missing from their account.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I’m in big mess right now with Shopify payment. I had about over $35k in my payout balance and $37 in reserved balance so in total I had over $70k. I got an email saying my reserved balance was lifted, after that I could see a pending payout in my reserved balance meanwhile my payout balance was showing over $35k. Next morning I checked, my payout balance was gone. My reserved balance was deducted the amount of $34k. I chatted with a support and they claimed it is a glitch, it will show after a few days. Until now, nothing changed, no help from Shopify support. I’m very struggling now. Has anyone been in the same situation and were you able to resolve this? Thank you!

2

Hey @hcaa11 this is really frustrating for everyone when his payment is reserved or lose. In my 3 years of Shopify development professional experience I found many clients facing these issue. With best approach, rules and regulation payment issues surely solved. Be patience and don’t message theme again and again will solve this issue.

Let me know how I can help you or you reach me our directly.

Thanks

3

I’m really sorry but I don’t understand you. How do I resolve this and get my money back?