A merchant has approximately $1,800 stuck in PENDING status with Shopify Payments for over a week. Despite multiple contacts with support, the payments team has not reached out to request necessary documents for releasing the funds.
Key Issues:
Support repeatedly escalates the case but no follow-up occurs from the payments team
No emails received despite promises of contact within 24 hours
The situation has stalled for weeks, creating a desperate financial situation
The merchant cannot continue selling while waiting for this income
Support Response:
A Shopify representative (Javier) acknowledges the existing support ticket and advises:
Response times can take 3-5 business days
The merchant must reply to support emails to continue the case
Suggests consulting the “How to Find the Support You Need” guide for alternative support channels
Current Status:
The issue remains unresolved. The merchant expresses frustration that escalations lead nowhere, with no responses from the payments team and the cycle repeating when contacting support again.
Summarized with AI on November 8.
AI used: claude-sonnet-4-5-20250929.
Hi I have a serious problem with shopify pyments payment gateway. I have a payment of approximately 1.8k in PENDING status for over a week now. I have spoken to support several times and we always come to the conclusion that the payments team will contact me to ask me for the necessary documents they need to be able to unblock my transfer. Yesterday I spoke to a colleague of yours who assured me that I would be contacted by mail yesterday. I have not yet received any mail, I ask you to please help me (this situation has been stalled for weeks) I have been trying to solve this for many days, they are escalating the problem but no one is answering me. I am writing this here to see if someone will listen to me as it is a desperate situation.
Por haber escrito en los foros hispanos de Shopify, te voy a responder en español.
En relación con tu duda, como no tenemos acceso a la parte interna de tu tienda mediante los foros, normalmente te diría que necesitamos que nos envíes un correo electrónico sobre este asunto para que mis compañeros en el equipo de soporte técnico puedan acceder a los detalles de tu cuenta.
Sin embargo, como ya tienes una correspondencia previa con mis compañeros de soporte, debes responder al correo que recibiste para ellos puedan darte seguimiento con tu soporte. Acuérdate que a veces hay un tiempo de espera de 3 a 5 días hábiles.
Si quieres, puedes consultar nuestra guía ‘Cómo Encontrar El Soporte Que Necesitas’ si necesitas más información sobre los varios canales de soporte que ofrecemos y cuál canal sería mejor para ti.
Buenas, gracias por responder lo primero.
Pero el tema de todo esto es que no hay respuesta por parte de soporte ya
una vez lo escalan, entonces es cuando nosotros volvemos a hablar con
soporte y volvemos al mismo punto no llega ningun correo y tampoco una
respuesta y así llevamos una semana a la espera de ese ingreso para poder
seguir vendiendo