So my store that I created back in December of 2025 has seen really good sales and we’ve had over a 700 orders!
However today I awoke to the news that my payouts had been paused due to chargebacks and disputes and I had the option to Appeal. My payouts will be held until July 31st assuming my appeal falls through.
The biggest issue I’m finding with all this is that my store only has 5 chargebacks. 4 of which happened in December and only 1 that occurred recently. My CB rate is 0.94% in the last 30 days.
Which is under the threshold I believe. And yet I’ve received a pause. This new store was supposed to be me recovering from the loss I took from my prior store that also got hit with the same thing in which I lost 18k and had to start over from scratch. Ironically that store is set to be returned to me next week.
I’m just at a loss. If my payouts get held until July that will be my entire life’s savings and there will be no coming back this time. I just don’t get it because I made sure to be more diligent this time around.
Yeah this is frustrating but not uncommon — Shopify Payments can pause payouts based on risk signals beyond just your chargeback rate. Things like sudden sales spikes, product category flags, account age, or even the pattern of disputes (not just the number) can trigger a hold.
Best move is to contact support with documentation ready: tracking numbers, fulfillment proof, delivery confirmations, anything showing you’re a legit operation. Ask specifically for a manual review of the hold. In my experience the more proactive you are with documentation, the faster it gets resolved.
I appreciate your response. The appeal was submitted yesterday. But I’m stressing out right now. I just don’t know what could’ve triggered the paused.
I’ve received no emails from my customers or Shopify sensing displeasure and I haven’t made considerably more money than recent months. I just don’t know. I don’t know what I’m gonna do financially if I don’t get my payouts unpaused. This will be the end of me.
I haven’t been in your shoes but from what I understand is that cases like this is based on case by case. If you provide as much information as possbile, it may avoid the back and fourth emails.
If your seeking advice if anyone is in the same sitution before, it would be best to provide more details like what you were selling, are you a brick and motor, etc etc.
I hear you — the uncertainty is the worst part. Since your appeal’s already in, make sure you’ve also uploaded all your fulfillment and tracking data directly in the chargeback responses under Orders > Disputed. That strengthens your case even if support doesn’t ask for it. These holds do get lifted, especially with clean documentation like yours sounds.
Hi there @user3533 so sorry for the difficult situation you are currently facing, have you tried reaching out directly to Shopify customer support on the matter yet?