My shopify payment payouts has been paused for 6 months, Can you help me please?

Payments + Shipping & Fulfilment

Topic summary

A merchant has had Shopify Payments payouts frozen for 6 months, holding approximately $20,000 USD. The pause originated from refunds in September that created a negative balance.

Current Status:

  • Account balance is now positive
  • Bank information has been updated
  • Payouts remain paused despite these corrections

Support Response:

  • Multiple contacts with Shopify support have resulted in tickets being escalated to a “dedicated team”
  • No direct communication received from this team after 3 months of waiting
  • Support’s primary guidance has been to continue waiting

Unresolved:
The merchant is seeking help to expedite resolution and asking for timeline estimates based on others’ experiences. Store ID provided: bc9505-3.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hi everyone, my shopify payment payouts has been paused for 6 months with almost 20K US dollars. Why this happened is that we have some refunds last september. and we had negative balance for some time. But now our shopify payment payout balance is already positive. Also we have updated our bank info for payouts today. But it seems not to work. We have contacted shopify support team for many times, and we got response like our ticket has been submited to shopify dedicated team. The best solution for us is to wait. We have been waiting for 3 months, but we still not getting any emails from shopify dedicated team. Please help me!

store ID: bc9505-3

Thank you!

2

Thank you for your reply. So based on your experience , how long will it take to fix the problem?