I am currently experiencing an issue with Shopify Payments on my store. My Shopify Payments have been put on hold, preventing me from receiving orders and severely impacting my business.
A Shopify advisor informed me that I was supposed to receive an email from the Trust and Safety team to resolve this situation. However, I have not received any email, not even in my spam folder.
I am really at a loss and losing both money and credibility with my customers. If anyone has faced this issue with Shopify Payments or knows how to resolve it quickly, I would greatly appreciate your help.
Thank you in advance for your responses and support.
I can definitely understand your concern and the urgency to have this resolved. I’ll do my best to provide a bit more insight, and guide you in the right direction to receive support.
When using Shopify Payments, our Financial Services 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 Financial Services team determine our merchants continued eligibility to use Shopify Payments.
If our Financial Services team requires additional information, they will reach out to you directly via email with information or next-steps. If you have been in touch with a department at Shopify about the hold on your account, the best place to get more information would be to reply directly to the email they have sent as they are the team that would handle this.
The payment methods have been unblocked, but we still cannot access our funds. We sell products for the Muslim community, and ever since we started this store, we’ve encountered numerous issues. On our previous stores selling basic products, we had zero problems, which seems quite suspicious, though we don’t want to make false accusations.
Currently, we are unable to pay our manufacturer, leading to customers requesting refunds and cancellations. Despite the severity of the situation, Shopify has not proposed any compensation for the disruptions caused.
We urgently need access to our funds to continue our operations and fulfill our customers’ orders. Could you please escalate this matter and provide a solution as quickly as possible?
As Shopify has users all over the world, of all races and religions, I can assure you that every individual is held to the same standard.
Our Community Team does not have access to account specific information so is unable to escalate your situation. As your situation is already with the Trust & Safety team the best thing to do is to respond to that email directly. They are the team equipped with the knowledge and tools to help you through this situation.
Was this ever resolved? We just received the ‘Funds on hold, Customers can still checkout and to contact support for the next steps.’ So far it’s been 2 days of contacting support and no resolution and no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold & now they say “Support Advisor): I just received a notification from our team that their channel is closed as of the moment and will continue their operations tomorrow.” How is it possible it’s closed on a Thursday at 2PM EST? We cannot run a business this way.
Hi there, @Ellie881 . Thanks for taking the time to reach out to the Shopify Community Forums regarding your payout hold situation. My name is Imogen. It’s good to meet you!
Based on what you’ve described, it sounds like our Escalated Teams are aware of your payout hold, and will be following up with you directly to discuss the situation. As such, we recommend keeping an eye on your email inbox (the email address belonging to the account owner, specifically) so you can be made aware of when the Escalated Team connects with you regarding this hold. As a few days have passed since you originally posted this message, if you have yet to hear from them, I recommend following up with our Authenticated Support Team via our Help Center so they can check on the status of the situation for you.