I did a launch on our social media (not the first one and this particular business has been up for some time) and we sold 450 items. Shopify has put the funds in hold. I have reached out daily for a week to the chat bot help, no help. I haven’t received any emails. I cannot figure out the issue and absolutely no one will respond. In the meantime, my vendor needs to be paid so I can receive the merch to fulfill orders. I am stuck and Shopify has been zero help. I’m not sure how to proceed and customers are already asking for tracking.
Topic summary
A merchant experienced a successful product launch selling 450 items, but Shopify has placed a hold on the funds without explanation or email notification.
Current situation:
- Daily attempts to contact support via chatbot for one week have yielded no response
- Unable to pay vendor to receive merchandise for order fulfillment
- Customers are already requesting tracking information
Key issue: The payment hold is preventing the business from fulfilling orders, creating a critical cash flow problem. The merchant is seeking guidance on how to resolve the hold and get support to respond.