I’ve been a loyal Shopify user for close to 6 years, but my recent experience with Shopify Payments has been nothing short of a nightmare. Over the past week, Shopify has placed my payments on hold without any prior communication or notification. As a result, I now have 74 orders I can’t fulfill because Shopify is sitting on my money.
When I reached out for support, I was met with generic responses and told my case had been “escalated” and “High Priority”. After days of waiting and multiple follow-ups, I was finally informed that the payout department has a 48-72 hour response time (which has already been exceeded) due to a “backlog.”
Under PSD2 regulations, Shopify is obligated to inform merchants immediately about payment holds, provide a valid reason, and offer a clear resolution. They’ve done none of that. Instead, I’ve been left in the dark, unable to fulfill orders, losing customer trust, and incurring additional costs—all because Shopify can’t manage their payment processes.
I’m honestly shocked that Shopify thinks it’s okay to treat merchants like this. They market themselves as a platform for entrepreneurs and small businesses, yet their payment system is leaving us high and dry.
To anyone considering Shopify Payments: Think twice. If this is how they handle payouts and customer support, you could be the next one left in limbo with your business at risk.
I’m now preparing to escalate this issue to regulators and seek compensation for the damages caused by Shopify’s negligence.