I just started a new store and we sold out of the initial drop. All the transactions show as pending, not a single dollar is gone into our bank account. We can’t fulfill orders with our money being held hostage and now customers are complaining. We contact shopify support every day and it’s been 10 days and they have’t gotten back to us. This is unacceptable and is causing material damage to my business.
Topic summary
A new store owner reports that after selling out their initial drop, all transactions remain in “pending” with no funds deposited into their bank account. They cannot fulfill orders, customers are complaining, and daily contacts to Support over 10 days have not yielded a response, causing material business impact.
A Shopify representative states that payout issues are account-specific and cannot be resolved in the public forum. They direct the merchant to contact Support via the Help Center and provide steps: go to the Contact Page, enter “Can’t log in” in the chat, choose “I still need help,” then select “Account Support.”
Support can review the open ticket and confirm required steps; if the case has been escalated, the merchant must wait for a reply. The representative says escalated teams are working as quickly as possible but provides no timeline or specifics.
Status: unresolved and ongoing. Action items: continue via the provided Support workflow and await the outcome of the escalated ticket.
Hi @Birkland
Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved. When it comes to account specific inquiries like these, you will want to continue following up with us directly. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.To connect with us, you can:
- Head over to our Contact Page.
- Enter ‘Can’t log in’ into the chat box.
- Select the ‘I still need help’ option
- Select the ‘Account Support’ prompt to view our available support options.
If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved.
Please let me know if you have any other questions or concerns.