Payouts via Shopify Payments have been on hold for about a month, with stores stuck in a prolonged “credit risk” review. A payout is the disbursement of processed funds to the merchant; the credit risk team reviews accounts for potential risk before releasing funds.
Business impact is severe: one merchant states they can no longer pay staff due to the hold.
Resolution attempts include multiple contacts with support and several escalations. The credit risk team repeatedly requests the same information, and submissions are reportedly not found, causing delays.
Another merchant’s replies to credit.risk@shopify.com bounce with “Address not found,” raising concerns about communication channels and the ability to reach the reviewing team.
Sentiment centers on frustration and perceived inefficiency, with complaints about limited support and no clear complaint path.
Status: unresolved. Key open questions: why the review is taking so long, whether the email contact is valid, and when payouts will be released.
Me too, my store has been under review for a month now, my Shopify payment gateway is under review, and when I reply to the email credit.risk@shopify.com the same Address not found!
What kind of company has such an inefficient and uncaring team, no way to contact support, no way to complain!