i wanna know why my payouts are on hold i was told to contact customer service i contacted the customer service and im told that they sent it to a different department and i have no understanding what that means then told to email a tickett like how am i supposed to email a ticket !! im supposed to get a payout today !! and by the looks of it shopify is refusing to give me my money i want this resolved !! the store here in columbus i get the product to ship will not give me the product without the money !!! this hold is going to make me lose customers please help fast
Hi there, @MARY48 .
I can understand this is important, I definitely sympathize with you here. I want to help to clarify things for you so you can feel reassured that this request is in the correct hands.
You mentioned that when you reached out to support, they referred the request to another department. This is standard procedure for support, we have different internal teams that handle different departments like legal, financial and in this case Shopify Payments. This escalated team will have a list of stores to review every day and it is now just a case of waiting your turn in their queue.
This escalated team will reach out to you via email - this is what is meant by “email a ticket”. So to summarise - this request has been sent to the correct internal team, they will deal with it once they have a chance to and they will then email you after the review is complete. I want to reassure you that reviews like this are standard and are not a cause for concern, although I do absolutely recognize that having payouts on hold while the review takes place can be difficult.
I additionally want to assure you that checkout should not be affected at all by this review, so your customers can checkout on your store as normal. I trust this helps, your ongoing patience is appreciated.
so how long do people usually have to wait? i dont have time to sit around and wait because this company wants to hold my stores money !
I understand that, Mary - I really do empathize with you here. I do not have a timeline for a response from this team.
Hi @MARY48 . I am in the same situation. No response from the support for days. I’m wondering if you could share your experience on how your situation has eventually been resolved. It would be very helpful and appreciated!