Hey everyone
First off let me say this has been an absolute nightmare to deal with. Without explanation starting on December 1st, my stores payouts were put on hold. After realizing this I immediately submitted all the requested documents for review (Passport, biz registration, DL, proof of invoices etc.). I heard nothing for 7 days then received a “Follow up” email and notification in my dashboard. After completing the follow up and sending the info in again I heard nothing. As of this morning December 12th my Shopify payments account is not able to accept new online orders for a completely unknown reason. My business sells higher end clothing that we create and design ourselves. The complete lack of support from Shopify combined with the shady response time from their accounts team has been horrific to experience as a small business owner. This is how I make my living, how I serve customers, and how I pay my rent. Looking for someone from Shopify to assist me with this.
Hi, @abstractjulian .
Thanks for posting your questions to the Shopify Community.
I understand your Shopify Payments account is currently on hold, and you’d like to receive further clarification.
I would like to advise that I can provide general information through our public forum and what next steps you can take. However, for account-specific information, it is best to refer back to any existing support tickets you may have or reaching out to our team through the Shopify Help Center. This is to ensure your account is safely authenticated to confirm we are speaking with the Account Owner.
When using Shopify Payments, our Accounts Team may do checks on accounts and take a look at the overall well-being of a store. This can include reviewing requested documents, how soon orders are fulfilled, and any high-risk orders that may be placed. This helps our team determine our merchants continued eligibility to use Shopify Payments. You can find more information in our Shopify Payments Terms of Service - United States page.
Generally, reviews can take between 1-3 business days and our teams do try their very best to get back to our merchants within this timeline. If our team needs additional information, they’ll contact you directly via email with information or next-steps. If any questions arise on your end, I encourage you to reply back to any existing tickets you may have.
As mentioned in your message, I can definitely understand the urgency to have this resolved as this is important to your business and customers.
Hello Victoria,
I have already submitted all of my documents in clear HD images. I would like to highlight that I’ve been using Shopify for three years without issue. As I explained to the accounts team, my business offers pre orders for certain items as they are incredibly popular during the Christmas season. Said pre orders can take between 4-8 weeks to be fulfilled as my in house studio assembles by hand the products (clothing). Even AFTER submitting all of my business/personal information there is no update on my payouts amounting in about 13,000 USD. This money is ESSENTIAL in order for my business to fulfill the previously mentioned pre order items. This is not a difficult concept to grasp and very standard without the fashion industry as well as other brands using Shopify. Right now both my payouts are on hold as well as my ability to accept ANY new orders through Shopify payments. I have literally discussed this issue over live chat (since there is no phone option now) every day in hopes to get an update on restoring my ability to use Shopify payments & receive my withheld 13K in funds. Aside from all of these issues the accounts team has also refused to tell me the reason for this.
I need to speak to someone who can provide my business with results.
Thanks for your reply, @abstractjulian .
I can definitely understand the urgency to have this resolved and the impact it has on your business.
I would like to advise that our escalated teams response rate may be slower than usual due to higher volume queues. That being said, I can assure you that a member from our specialized team is actively reviewing your ticket and will follow up with you via email if further information is required. This is because our specialized teams communicate solely via email.
If you have further questions regarding your payout hold, I would kindly direct you back to any existing tickets you have. Reaching out each time via live chat will create a new ticket ranking it lower in the queue.
Unfortunately, through our community forum, we do not have access to account-specific tickets or sensitive information for privacy and security reasons. Your questions will be best addressed by our specialized teams through your previous tickets created.
The “specialized” team takes over 5 business days to respond. I am missing out on the busiest shopping season of the year due to Shopify unethically seizing 13,000 USD in payout funds and disabling my ability to use Shopify payments without providing a reason. I have submitted every document requested and explained in detail how my business operates in terms of fulfillment, shipping, customer support and more**.** As someone who has trusted Shopify with my business for three years it’s very problematic that you’re treating a merchant this way. I need real solutions for my business in real time - these email responses are extremely delayed adding to the frustration.
Hello Victoria,
Do you have a response to my message? It’s been 8 days since we last spoke. It is now December 21st and there is no resolution from Shopify. My businesses funds have been on hold for 21 days. This is unacceptable.