Shopify have been withholding my funds for the past two months due to correct uploading of documentation which has been fixed by me but any support advisors I speak to just keep telling me the situation is being reviewed and then I don’t hear anything back. I have now chased the support team around 6 or 7 times and each time it’s the same answer. I would like to submit a formal complaint against shopify as withholding my funds foe this long has had a seriously negative impact on my small business. Any help appreciated.
Hi, @Fariya
Thank you for bringing this forward in the Community Forums.
While we would love the ability to review this situation for you, our Community Team does not have access to user accounts.
Did you receive confirmation from our escalated team that your documents were verified and correctly uploaded? While I can’t speak to your specific case, it is common where a merchant believes they uploaded the correct information, but they have not. For example, if a user inputs their birthday in the wrong order it can affect document approval. For example, instead of putting DD/MM/YYYY the merchant inputs MM/DD/YYYY resulting in the dates not matching. Again, this isn’t specific to you, but a common issue.
If you received a response from our escalated team, its best to continue your discussions with them via email, as opposed to creating new support tickets. If, however, you have not heard from our escalated team during this process, please let us know.