Payment held for 120 days, then another 365 days added

Payments + Shipping & Fulfilment
1

Hello, my account was terminated on July 8th 2025. Vide ticket Ticket ID: f009bdd5-0e22-4897-8ef7-3645a831edfa, i was told that my payout would be held for 120 days. Though painful, i waited. After 120 days, i have tried reaching out to shopify, only to be informed that the payout will be held for another 365 days. Thats a total of 485 days. Please help me recieve my funds. I am not able to get specific clause of the your policies that says payouts can be held for 485 days. Regards

2

Hey @theresegoodall

To be very honest, creating a post here about payouts getting hold won’t help you that much since it’s a public community forum and not Shopify support system.

Although your issue, can definetly get solved but I suggest the best way to get this resolved would be to directly reach out to Shopify support by Clicking here

Best,
Moeed

3

what ended up happening

4

I’d recommend escalating this through Shopify Support and asking for the decision in writing. Specifically, ask them to provide:

  • The exact section of the Shopify Payments/Terms that permits the additional 365-day hold.

  • The reason the original 120-day period was extended.

  • The exact date your funds are scheduled to become eligible for release.

  • Whether there are any outstanding verification, dispute, or legal requirements preventing release.

Keep the original ticket ID and all correspondence together, and ask for the case to be reviewed by the appropriate Payments/Risk team rather than repeatedly opening new tickets.

The important distinction is that a 120-day estimate communicated in a support ticket may not necessarily be a contractual guarantee that funds must be released on day 121. However, if Shopify is now stating that the hold is being extended to 485 days in total, it is reasonable to ask them to clearly identify the applicable terms and the specific reason for the extension.

Since this involves a significant amount of money and a terminated account, Shopify Community members won’t be able to access or change the payout decision. This really needs to be handled through Shopify’s official escalation/support process.