Shopify Payment Hold Nightmare – Losing Thousands Waiting for Answers!

Payments + Shipping & Fulfilment
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Hello Shopify Community and Support Team,

I’m posting here because my business is facing an unsustainable situation due to a payout hold by Shopify’s Merchant Trust Team, which has been ongoing for over a month under Ticket ID: f8bcfaaa-6bc9-4109-8b75-561e99ef72ac.

The initial hold was placed due to concerns over unfulfilled orders, and I immediately provided Shopify with:

  • Tracking details for fulfilled orders
  • Confirmation that only a small batch of orders from October 28 is scheduled for fulfillment in early November, and all customers have been notified
  • A video documenting my warehouse and fulfillment process to show that orders are managed and shipped promptly

Since my first response, Shopify has responded only in intervals of about 12 days, with no clear resolution, despite multiple follow-ups and detailed documentation. This delay has been financially devastating, as all expenses—ads, apps, and content—are coming entirely out of my own pocket while funds remain locked. This prolonged hold is putting severe pressure on my ability to operate and has created financial challenges I can no longer manage alone.

I’m reaching out to the Shopify community for support and advice on how to move this forward, as I cannot sustain my business under these conditions. Any help or escalation suggestions would be greatly appreciated.

Thank you for reading and for any assistance.

Best regards,

Business Owner, Klean Kickz

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I’m honestly getting sick of it. I’ve spent thousands on thousands on shopify and literally get zero support when they arbitrarily hold on to MY money and have the cheek to question the status of orders whilst robbing me of the ability to operate.

2 Likes
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Hi Soapsandbubbles,

I carefully read your comment. In my opinion, it’s unacceptable to sit around waiting 12 days just to get a response about funds that should have settled in your bank within 24 to 48 hours. Unfortunately, you cannot control Shopify’s policy but you do have decision-making power. Here’s how to fix the problem.

Alternative Solutions

  1. Quickly implement an alternative payment processor while waiting for Shopify to resolve the problem. The cost/investment is $0.00.
  2. I strongly recommend switching to a Shopify-approved “Third Party Payment Processor” as soon as possible.
  3. Visit my profile. I’m an authorized ISO/agent represent four rock solid payment processors. None of them hold on to your money. If you make a sell today, funds settle into your bank account within 24 hours or the next business day.

Visit my profile. You’ll see that I’ve been a Shopify-approved partner for 8 years, delivered over 1000+ accepted solutions to website owners, and proudly earned over 250 five-star “likes/customer satisfaction reviews.”

We have your website connected to solid payment processing in one day.

All the best,

Kevin James

kevin@kjproweb.com

4

had the same issue now for 3-4 months it is frankly disgusting.

I needed to change bank accounts, later despite changing accounts payments were held and no one could tell me why after a withdrawal failed.

hours chatting to representatives, promises to hear something within 72 hours etc. and after months of waiting I get a response to my first enquiry that was already resolved. I give up, I will find another provider, shopify payments doe not seem capable, competant or frankly giving enough of a damn to continue using.