I too am having my payments held. The numbers being held are enough to put me out of business. I have had no direct communication explanation or communication from Shopify. I can only communicate through a Chatbot who says it will be escalated. 2 days later the chat gets closed and nothing happens. I am going to have no recourse but to close my shop and seek legal redress. 8 years of business thrown away by Shopify without any explanation or relevant communication. I would love to think they will read this and decide to help but I know that they dont care.
Topic summary
Multiple merchants report having significant funds frozen by Shopify Payments without clear justification, with hold periods ranging from 90-120 days. Amounts range from $4,000 to over $29,000.
Common complaints include:
- Sudden account suspensions and payment holds despite no fraudulent activity or chargebacks
- Lack of direct human support—only scripted responses and chatbots
- Funds held even after fulfilling orders and providing requested documentation
- Inability to refund customers during hold periods, affecting both merchants and buyers
Specific cases:
- One merchant had $12,661 held after two large orders, threatened legal action within 48 hours
- Another received only half ($16k of $29k) after the 120-day period, with Shopify claiming the remaining $12k is a “glitch”
- One store faced holds for “not fulfilling orders fast enough” despite supplier being unavailable over a weekend
Merchant responses:
- Several threaten or pursue legal action through state attorneys general
- Many vow never to use Shopify Payments, Stripe, or PayPal again
- Complaints about additional fees charged when using alternative payment providers
Status: Most cases remain unresolved, with merchants experiencing severe cash flow problems and business disruption. The discussion reflects widespread frustration with the platform’s payment practices and lack of transparent communication.