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