Hello! Shopify banned my store. And i have there money. So after i contacted support via chat, they said that problem was escalated to other team. But its already 2 weeks and im still not received email from them. So, SHOPIFY just stole my money?
Topic summary
A merchant’s Shopify store was banned with funds held in the account. After contacting support, the issue was escalated to another team, but no response has been received for 2 weeks.
Key Points:
- Shopify typically holds funds for up to 90 days during account suspensions to investigate potential disputes or policy violations
- The ban likely relates to terms of service violations, fraudulent activity, or security concerns
- Multiple users report similar experiences with prolonged payout holds (3+ weeks) and repetitive support responses about escalation
Recommended Actions:
- Review Shopify’s Terms of Service to understand suspension reasons
- Document all support communications
- Continue requesting status updates from support
- Consider legal consultation if the situation remains unresolved
Status: Ongoing issue with no resolution. One commenter notes funds are eventually released unless serious violations occurred, though timelines remain unclear.
Hi,
This is Richard at PageFly - Shopify Advanced Page Builder app.
It’s understandable to feel frustrated and concerned about your situation. While I can’t definitively say if Shopify has “stolen” your money, here’s what I can tell you:
-
Shopify’s Policies: Shopify has specific policies regarding account suspensions and funds. 1 These policies typically outline the reasons for account bans (such as violating terms of service, fraudulent activity, or security concerns) and how funds are handled. 2
- Your Shopify Payments Account Is On Hold: Reasons And Solutions - Mageplaza
- Is Your Business Banned from Shopify? Here’s What to Do Next - Optimum7
-
Funds Hold: When an account is suspended, Shopify often holds funds for a period (usually 90 days) to investigate and ensure there are no outstanding charges or disputes.
-
Appeal Process: While you mentioned contacting support, it’s crucial to understand the appeals process. Shopify likely has a process for appealing account suspensions and requesting the release of funds.
-
Communication is Key: While waiting for a response from the escalated team, continue to engage with Shopify support. Politely but firmly request updates on the status of your appeal and the expected timeline for a resolution.
Here’s what you can do:
- Review Shopify’s Terms of Service: Carefully review Shopify’s Terms of Service to understand the specific reasons for account suspension and the procedures for handling funds.
- Document Everything: Keep detailed records of all communication with Shopify support, including chat logs, email correspondence, and any other relevant documentation.
- Explore Legal Options: If you believe Shopify has acted unfairly or in violation of their own policies, you may want to consult with a lawyer specializing in e-commerce or consumer law.
Hoping my solution helps you solve your problem.
Best regards,
Richard | PageFly
Been there myself. Shopify doesn’t steal money, you’ll get it eventually.
As long as you didn’t do something really bad.
Have the same problem, my payouts are on hold for since 3 weeks. When I contact the chat they always say the same thing " need to be escalated " need to prioritize" “need to put as urgent”… They are useless but I keep contacting them every SINGLE day.
My friend has the same issue, since one month no news. As you and me.
Let me know if you get a reply from the Risk Support Team
Good luck!