Hello, I have been using shopify for a year now. When we first launched we had some production issues causing a increase of chargebacks. This made shopify put a 20% Reserve on our account which we can own up to. This issue arises after the reserve was put on our account. In all other platforms if you have a reserve you just have a held balance up to X amount of days. This has not been the case with shopify. Right now i have a -$19000 payout from my reserve funds that’s due to be withdrawn from my account Nov 1st. I have messaged Shopify support multiple times had have been put into a never ending loop of them telling me they will escalate my ticket and not getting any helpful resolutions.
Some other small problems is I’ve had 3k randomly disappear from my reserves balance and 2k disappear from my payouts with no record.
I have checked all my chargebacks, and everything under the sun to find out where this -19k charge is coming from and we have no answer or anything remotely close that would cause such a negative balance. This wouldn’t be as big of an issue if the payments team actually gave me ANY updates.
The -19k charge cant even be clicked on, has no order # next to it, no reference # nothing. We believe this is a glitch at this point and no one is helping, has anyone experienced a similar thing?