Shopify payment gateway - Payment hold

Payments + Shipping & Fulfilment
1

Dear All,

Its been almost 10 days. They have kept my shopify payment gateway as pending verification - connect to cistomer care.

As a result i am unable to withdry my payouts. Everyday i am connecting to the customer care and the answer is, we have escalated and do not have a definite time when it will be resolved. Our specialist is working on the issue.

Also there is no other payment gateway available. Stripe is not there as well.

Day by day i am loosing my confidence on shopify. I do not understand how can they do this. a verification is taking almost 10 days and they are holding my payouts despite of submitting all documents.

Is there someone here who can help me to resolve this ? This will really help.

1 Like
2

Thanks..Just curious to know if the email is from support team. and how the email adress in gmail,ideally it should be related to shopify is not it ?

I mean once i click it takes me to shopify.contact.us1@gmail.com email. Are you sure this is the correct address to send an email for the issue ?

3

Hi All,

I received below. Is it trusted ? I mean what is trustseal, there is no such info in shopify website.

Dear Merchant,

We’ve reviewed your ticket and Upon reviewing your account, we found that it is in violation of our policies, leading to the withholding of your payout.

Our legal department has determined that you are operating without the required licenses and certifications, specifically a Trust Seal Certification for your business.

To proceed with your payout, you will need to apply for this certification through our legal team. Once it has been obtained, we will be able to process your payout.

If you have any questions or need assistance with the application process, please feel free to contact us.

4

Hey @kunduicai2 ,

This email is not a legitimate Shopify email address. We will never send you emails from public domains such as gmail.com, yahoo.com, hotmail.com, etc.

We highly recommend enabling Two-Step Authentication to best secure your account from unauthorized access.

2-Step Authentication works by prompting an additional security step whenever a new device tries to access your account. You can opt to use a security key that only you know or by sending one-time use codes via text message or via a free authentication app like Google Authenticator. 2 Step Authentication ensures that only devices that you have approved will be able to access your store.

Additionally, you can forward this email to safety@shopify.com. This helps our team investigate these emails further. Just ensure you do not change the subject of the email.

I hope this helps!