I wanted to share my experience in case it helps other merchants. My Shopify Payments payouts were put on hold, and I spent weeks going back and forth with support trying to get clear answers.
Every time I asked for updates about whether my case was being reviewed, what actions were taken, or a timeline for resolution, the responses were always the same: “only the escalation team can provide that information, you’ll receive an email.” There was no real-time accountability, and it often felt like the case wasn’t being actively handled.
Waiting for weeks without clear answers is really stressful, especially when you start to rely on funds to run your business at some point. I had to document everything myself just to keep track of the escalations.
If you’re using Shopify Payments, be prepared that getting prompt, transparent responses can be very difficult, and you may have to follow up repeatedly to make sure your issue is actually being addressed.