Encountered the same problem, have your problems been solved now? I have been waiting for 5 days and no email.
Topic summary
Payouts from Shopify Payments are being placed on hold during an internal “standard review,” causing delays beyond the stated 48-hour expectation.
- Reported timelines: holds lasting 3–10 days; several accounts cleared automatically after ~1 week or ~10 days. One ticket was escalated on March 13 and remained unresolved for 10 days.
- Support experience: general support escalates cases but cannot directly resolve or connect merchants to the specialized review team; email updates from the merchant team are often absent.
- Identified cause (one case): account flagged for too many high/medium-risk orders not processed promptly.
Recommended actions:
- Monitor email for requests to submit additional information; respond quickly.
- Address disputes and high-risk orders; some merchants now cancel high-risk orders if no customer response within 3 days to maintain account health.
- Use alternative payment methods (e.g., PayPal) temporarily.
Outcomes: some accounts resume payouts without intervention; others remain on hold, impacting operations and cash flow.
Status: ongoing. No definitive resolution steps provided by Shopify; process appears automated. Key questions about exact triggers and faster escalation remain unanswered.
Terms: “high/medium-risk orders” are transactions flagged by Shopify’s risk system as potentially fraudulent or problematic.