So, I started selling refurbished branded clothes such as Nike, LV and supreme and all of a sudden my account was on hold after I made two sales and my payouts were put on hold, now I’m supposed send out the items 3 days after the purchase which is the time I receive shopify payments. So I contacted them and they made wait for a from Wednesday to this Monday which I understand because they only operate on business days, now they are telling me I have to show them proof and everything from the brand and I have to be authorised to resell which I didn’t know so I showed them payment transactions to buy the clothes and resell them but they haven’t responded and now my customers are thinking I’m a scam and they might do charge back, I was also told that I could opt out of selling branded clothes to continue selling on Shopify but when I ask the support chat for more information they don’t know anything so now I’m stuck with £580 in my account on hold and angry customers with Shopify not doing anything about it. WTF is this I have opened other store on Shopify and I haven’t had this problem so why now?
Hi, @Kochai
Thanks for reaching out in the community with your question and providing all of this context.
I understand having your Shopify Payouts on hold is not an ideal situation to be in. I can also understand the urgency to be able to ship out orders to your customers to ensure they receive them in a timely manner. You mentioned that you previously contacted Support for clarification and are awaiting a response. Since we do not have access to account specific information via our Community Forums I’d like to point you in the direction of our Support Team.
I recommend replying to any existing open tickets you may have when you’ve contacted our Support team. Our Support team will be in the best position possible to take a closer look at your account or transfer your request to one of our Internal Teams to review. Please be sure to check your inbox, spam, junk folder etc for any emails from our team.
Please let us know if you have any additional questions, I’ll be happy to help.
No, your advice barely made a difference i have been on hold for more than 72 business hours and every time i contact customer support they keep repeating the same things and keep telling me to wait but i as a new small business i have had to find out the hard way that you cannot keep telling your customers to wait, i have opened my store for about 2 weeks and i have about 7 customers who have paid and i have about £800 on hold and my orders are on pre-shipment, i cannot prove any invoices or inventory because most of my items are stored at my house and i dont have a supplier as i just buy my products from other marketplace clean them up and sell them here.
Thanks for your feedback and prompt response.
I truly understand how important it is for you to ensure your Shopify Payouts hold is lifted. I know that our Support team has provided the standard turnaround time of 24-72 hours for reviews. We understand this time frame may not be ideal but this is in place to ensure that every case gets looked into carefully.
Since you’ve already contacted our Support team then you should have an existing ticket created. Our Internal team is working as quickly as possible to have this matter resolved and will follow up with you.