Giving this a crack to see if someone can shed some light if they experienced a similar situation. We recently opened a balance account however that initiated an account change on our payouts destination ..which triggered a 4 day hold while a verification process took place. The hold started on Nov 29 and ended on Dec 03. Shopify stated that all payouts would resume on Dec 03. We have tens of thousands of dollars which are yet to be scheduled to be paid. We received a payout today for transactions dated prior to Nov 26th. Today we received a scheduled payout for a single transaction dated Dec 01. All payouts for transactions dated Nov27-Dec 01 are just sitting in limbo. We have been in constant contact with support advisors who don’t understand a ■■■■ thing. They have opened tickets with a famous “payouts team” who has yet to provide any type of feedback for over 72 hours now. We have orders to fulfill, materials to purchase, overhead to cover and shopify frankly does not take any urgency to matters that are presented. The kitchen is literally on fire and they are on vacation. How do we get any type of real support ? They are legitimately holding funds from us without any legal cause. Someone please tell me there is a better way to communicate with shopify.
Hi @amacias37
The payout discrepancies following a verification hold are usually due to unsettled charges that are holding up in a pending batch. If you would like, you can prompt a new payout cycle by disconnecting and reconnecting your payout account and triggering a manual bank verification refresh. This typically causes the blocked transactions to be released in your next scheduled payout for processing.
Disconnecting and reconnecting the payout account is how the issue started. If I initiate any type of change on the payout account, the funds and any pending deposits will be on hold again for another 4 days. Update as of today Dec 07 : We chatted with a different support advisor who appeared to be more sound and understanding of the issue that was going on. She was able to confirm that there was a technical issue that was preventing previous transactions from being automatically scheduled to be paid. She escalated the issue to a different team and within 2 hours the funds were scheduled to be paid on Dec 08. Side note, we have multiple escalated tickets which have been untouched/unanswered from support. I can only conclude that the level of attention that you get is based on how the support advisor submits the escalated ticket and the level of priority that is assigned to them. What a week …..