A merchant reports parcels collected by Evri (shipping carrier) appear stuck in transit with tracking not updating. They question whether this is connected to their Shopify Payments account being under review.
Shopify’s Response:
Unresolved Concern:
Another merchant reports waiting 3+ weeks with multiple open tickets and funds frozen in their account, requesting escalation. This suggests potential delays beyond the stated 24-72 hour timeframe for some cases.
The original shipping/tracking issue with Evri remains unaddressed and appears to be a separate carrier-related problem.
Hi we have a new store set up. Orders taken / shipping paid ( Evri) . labels printed. Goods collected but seems they are stuck in transit - could this be linked to our account saying ~The Shopify Payments account for this store is under review?
We need to get back to customers -= but sure what the issue is ?
The parcel have been collecting but the tracking is showing its not. Wondering if this can be related.
Not sure if Evri issue or payment issue = please advise
Hello, @HelloCinnabon !
Welcome to Shopify Community.
Thank you for reaching out to our network and sharing your question.
A Shopify Payments review is a standard part of our business practice and was not necessarily triggered by your packages pending delivery.
In fact, this is nothing to worry about, and is an important part of making sure we can continue to support your business as it grows without interrupting payments. When your account is put under review, you will be advised to either contact our Support team, or be prompted to provide requested details from our Business Team.
It’s important that you follow the instructions from your Shopify Admin at your earliest convenience. This is because the review process can take 24-72 hours to complete, therefore, the sooner you complete your steps the sooner the verification can begin.
A Shopify Payments Account Review alone will not interrupt transactions on your store, and customers can continue to shop and checkout as per normal.
If you have any other concerns I haven’t addressed, please share them with me here and I’d be glad to support you.
I look forward to your reply,
Olivia, we are having the same issue and it’s been 3 weeks and no update on the ticket. We have 4 tickets in progress, nothing is updated and we have money sitting in the account that we cannot transfer. Are you able to escalate or help?
