So I am a high end watch dealer and have never had an issue with shopify for the 3ish years I’ve been with them. I’ve contacted shopify chat 4 times and keep getting the same answers - Look out for an email from shopify.. This will be resolved in 48-72 hours.. I’ve escalated this issue and it will be resolved soon… I want my money, not a stock response with 0 action being taken. I am about to refund the customer, who I know, and invoice him through paypal then close shopify and switch to another cart. Only reason I haven’t done that already is because ill lose the CC fees. This is horribly unacceptable.
Topic summary
Two merchants are experiencing significant payment holds with Shopify Payments, with funds being withheld for extended periods without clear resolution.
Key Issues:
- One high-end watch dealer has $30,000 held for over 2 weeks despite 3+ years without prior problems
- Another merchant reports $800 in PayPal payments held for 2 months, despite 15 years with the platform
Support Response Problems:
- Repeated generic responses (“wait 48-72 hours,” “look for an email”)
- No substantive action or human interaction
- Support appears to ignore previous communications and repeatedly requests already-provided information
Potential Actions:
- First merchant considering refunding customer directly via PayPal invoice and switching platforms, but hesitant due to losing credit card processing fees
- Second merchant planning to close their store over the issue
Status: Both cases remain unresolved with no clear timeline for fund release or meaningful support engagement.
1 Like
Shopify has been holding or stealing customer paypal payments from me for two months now.
You would think I could get a reply to my inquiries from them but I have not gotten anything that makes me believe I am talking to real person just bot responses or AI. The only responses I get are just kicking the can down the road. They keep asking me to supply details as if they hadn’t read my previous 10 texts.
I plan to close more store over this even though I have been with them 15 years. I would still like my $800. Back they owe me. You would think they could manage to give me a phone call.