Payouts paused

Shopify Discussion
1

URGENT

On Thursday (now Wednesday) I received an email saying my payouts had been paused and I had to submit information to Shopify.

I submitted all the information they asked for within the hour and my store has been fulfilling all orders as normal.

I am still able to take payments in but the money just stacks up in my balance and doesn’t move.

I cannot afford to keep fulfilling orders without being paid as all business owners know the expenses don’t stop because the income stops.

Can anyone provide any help or advice as what’s best action to take as tomorrow it’ll be a week

2

@olexuk This is a really unpleasant situation :pensive_face: Since you have already submitted all the information they requested, I would reply directly to the original payout hold email and contact Shopify Support through the same case. I would ask them to confirm whether the review is still ongoing and I definitely would not open several separate tickets as that would make the case harder to track. If fulfilling new orders without receiving payouts is becoming too expensive it may be worth temporarily reducing your advertising or pausing new orders until the issue is resolved

3

Hi @olexuk,

Open a Live Chat in your Shopify admin, ask the support agent to verify the progress of your risk review, and seek an escalation to the payments team to expedite the distribution of your payouts.

Thanks!

4

Hello there @olexuk
Following verification information submission, the payout reviews might take longer than expected at times. In the meantime, double-check that you uploaded everything they asked for correctly and look in your account notifications to see if they’re requesting anything else. You might also want to draft a short cash-flow plan, slow down on nonesential spending and explore additional methods for payment, if you can, to maintain business during the review.