Thank you for setting our expectations. Unfortunately, there is no customer service number for us to call, the “chat” specialist we spoke with seems to be an AI bot. After submitting the information requested over 6 days ago, we’ve received no indication that our information was received, however have gotten numerous emails requesting the information again. Our payouts have been on hold for over two weeks. We can’t figure out who to speak with about this or how to clear it up.
We have run our brick and mortar clothing store on Shopify for over ten years without issue, now we are having to borrow expensively from our line of credit to cover our payroll and to pay our vendors, because over $15,000 we made in sales is in limbo as our payouts are on “hold” (with no explanation).
As soon as we can, we are moving off the Shopify platform and warning all of our friends and business associates to be wary of using Shopify.
Hey again, @Freeman3 . I appreciate you following up here with me again.
Currently, our Internal Teams are unable to be reached via phone call, as we do not have an active number that can be used to reach them. Additionally, if you’re been engaging in the chat available in our Help Center, then you would have been chatting with our new AI Assistant, if this is the bot that you’re referring to.
As I’m not privy to the specifics of your ticket or hold (due to authentication limitations) I recommend that you upload another document if you’re being requested to provide one. I advise checking out the previous link I provided that can help you understand what sort of documents you can consider providing.
If you upload this new document, and continue to have issues, then please use the link I’ve attached in my above paragraph to access our Help Portal. From there, connect with our AI Chat Assistant, and let it know that you’d like to speak to a human regarding your hold. It will then help you connect with a member of our Authenticated Team so they can check in with our Internal Team on the status of things if you encounter issues with the new document upload.
I have spent over 2 hours on Chats with customer service, and they were unable or unwilling to connect me to a member of the internal team.
There has been no indication that our documents were received. I have uploaded them four times. Should I upload them again?
This is all very frustrating. It is affecting our ability to perform vital business tasks such as running payroll. We are now onto three weeks without a payout when typically they arrive every two days. It is unacceptable.
I just spent the last 40 minutes minutes attempting to chat with the support agent. I waited for about 10 minutes, was connected to someone, and then when I typed and submitted my questions, they did not appear in the chat screen. After the Agent’s initial introduction, I received no messages. I waited for ten minutes but no reply. I initiated a new chat, waited another 10 minutes for an agent, and again, the questions that I submitted in the chat box did not show up on the screen (though all the questions to the AI did show up). I attempted a third chat, and got this screen. Still no payouts for going on three weeks and very difficult to get a hold of anyone. Please help.
Unfortunately, speaking to members of our Support Team via the Help Portal won’t speed up the turn around time on this ticket. These Advisors are not privy to situations being handled by our Internal Teams, so they won’t be able to expedite the situation, or provide you with different information than what you’ve previously been provided.
I want to reiterate that I believe it would be a good idea to follow along with the instructions you received regarding the document you need to upload, and any communications you received regarding these documents. If the document you’re uploading isn’t being accepted, please refer to the list of documents you can find on one of the previous links I provided to determine a solid alternative to provide.
I need to speak with someone who can look into my situation, could you please tell me how to reach someone, or who can help me? There were no instructions provided regarding the document other than to upload it, which I’ve done, over a week ago. The help links you sent do not apply. I have not received any email or confirmation to say our document was received. I have uploaded it five times, and have heard nothing. Please tell me who I can speak with at Shopify. We have been customers of Shopify for over ten years. Please help me expedite our request, we need to receive our payouts for sales that have happened over the last three weeks. We are not able to perform basic business functions and it is very stressful.
Shopify is now holding onto nearly $20,000 of our money for sales that already happened. This is totally unacceptable.
Likewise, our account payouts have been on hold since October 6th. However, we haven’t received any additional information apart from it being a standard review. While I understand that a 1-2 day review is typical, it’s challenging for customers to conduct business when their funds are tied up. This situation appears to be absurd.
Perhaps this is a strategy to push customers into their Capitol program, but who knows for sure. The bottom line is that they are holding onto a substantial amount of earned money, amounting to tens of thousands of dollars.
Hi @apsinc - So sorry to hear you’re in a similar situation. Funny, it crossed my mind to that this is a strategy to push customers into their Capitol program. We’ve “been approved”.
My payouts are on hold for 120 days, I don’t understand what’s all this, I did see they were high risks orders.. but I made sure to contact the customer, and he explained everything to me , I don’t see a good reason to keep my payouts on hold for 120 days. Is wrong and I need to fulfill orders… it doesn’t make sense at all
Hello there, @Freeman3 and @apsinc . I appreciate you following up on this thread.
I’m just checking in to see if there has been any movement on your tickets/hold status. I know it’s been a few days since I last had a chance to visit the thread, so I wanted to check in and see how things are going in case I need to follow up internally with folks.
Feel free to follow up with me here and let me know how things are going.
Hi there, @Adedayo007 . Thank you for joining in on this ongoing thread.
To set some expectations for you, we’re unable to authenticate users here in the Shopify Community, so I’m unable to comment on any specific situations related to your account.
If you’re currently experiencing a payout hold, and have questions about such hold, it’s best to reach out to our Authenticated Support Team so they can assist you in having the hold resolved.
Hey there, @amare . Thanks for following up on this ongoing thread regarding payout holds. It’s nice to meet you!
As we’re unable to authenticate users in the community, I’m not able to access any account specific information related to your hold, nor am I able to access any of your support tickets. If you have replied to an email you received from our Team regarding a payout hold, the team will reply to your email as soon as they can with any new information.
OMG, that’s the worst thing I can hear, they closed your stores and won’t release your money until 120 days? In other words, in the worst case, they will return your money, you just have to wait until 120 days later?
My Shopify payment is also on hold, i haven’t received any email from them yet, and i really worry about they will not give me my money back.
I have my shopify payments on hold, i provided all documents needed but theres no response. It seems like theres no solution to this as i havent seen anyone on this thread who got resolved. I have waited for the reply of the said team but theres none contacted the support team also, they are equally not helping in anyway. Why does shopify put its client of dead end. It makes no sense. I have no single chargebacks, not violated any policy nor do i sell contradicted products so why
Hi how long was your verification process, I’m currently in the reviews stage no communication until I reached out to shopify…… I’ve been given the run around by the support agents and no one has been able to give me a time frame….
Hello, I’ve been on holds for my payouts for almost 2 weeks, my business is very legit I got. Proof my of customers receiving their orders & proof of my manufacturer production! I got. my First payout but this one is my biggest that’s really messing up my business daily with customers thinking I scammed them!
Hi there, @Keshawn ! Thanks for taking the time to follow up on this thread. Apologies for the delayed reply - I’ve been out of the office for the Holidays back I’m back in office now and catching up with folks on threads.
Did you receive any emails from our Support Team regarding your hold? If so, you will want to reply to the email you received in order to get more information regarding your hold, and how to resolve it. If you did not receive an email, you’ll want to reach out to our Authenticated Live Team for more information. You’ll want to use this link to connect with our Team regarding the hold. They’ll be able to discuss any account specific details with you in order to help you get the hold resolved.
