Thank you for sharing that @thrivingk9 ! While I don’t have direct access to merchant tickets through the community forums I can confirm that the ticket you shared is escalated to the correct team for additional support. I recognize the impact that a payout hold can have on a business. These kind of reviews are a normal experience with online payment gateways while our banking partners ensure your business is a good fit for the gateway.
Topic summary
Main issue: A new merchant (18 days on Shopify) reports delayed payouts to their Shopify Balance despite selecting next‑day payout, stating $733.57 is being held. They need funds to fulfill baked‑goods orders and found chat support unhelpful.
Latest updates:
- Support requested a Support interaction ID; the merchant provided one (49692189).
- Shopify staff confirmed the ticket is escalated to the appropriate team but cannot access account details via the forum.
- Another community member asked which payment method is used and whether the payout date was checked; they noted some processors hold funds pending manual order confirmation.
Key context:
- Shopify staff emphasized payout holds are standard during reviews by banking partners under KYC (Know Your Customer) procedures and can occur at any time. They referenced Stripe resources and suggested alternative payment gateways if Shopify Payments isn’t suitable.
Status and outcomes:
- No resolution yet; payout hold remains under review.
- Action items: await escalated support review; verify payment method and payout schedule; consider alternative gateways if needed.
Disagreement: Merchant contends prior processors didn’t hold funds and earlier orders paid out, while Shopify maintains holds are normal under KYC.