Shopify Payments

Shopify Discussion
1

Hello!

I am hoping someone in the community can help me as I have been back and forth with Shopify AI chat for several conversations and still no resolution. I operate several Shopify sites and my most recent site is the focus of this post. We rolled out the site on January 28th and still have not received a payout from Shopify. The story… 1st 2 deposit attempts “failed” and we think it was because it was a money market account. Ok, so we got online with chat to rectify situation and provided a different account number. The new account new was entered February 10th and the chat bot informed us it would be 7 days. OK. Well here we are almost 30 days later and still no deposit. We have been online with Chat as many as 6 different times with ZERO resolution! The chat BOT says that an email is being sent to owners email for resolution (verified as correct) and nothing. This doom loop continues for several chats all resulting a disconnect. Meanwhile, there is a significant amount of money waiting for deposit needed for funding our operations. I do not know what to do anymore and so frustrated.

2

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

This is an extremely frustrating situation, especially when it involves a significant amount of money and operational disruption. The fact that you’ve been dealing with this for nearly two months, with multiple chat sessions and no resolution, is completely unacceptable. Let’s break down how to escalate this and what you can do.

1. Immediate and Aggressive Actions:

  • Demand Escalation to a Human:
    • Stop relying on the AI chat. Insist on speaking with a human support agent, preferably a senior support representative or a manager.
    • Clearly state that the AI chat has been ineffective and that you require immediate human intervention.
  • Document Everything:
    • Keep meticulous records of every interaction, including:
      • Chat transcripts (save them as PDFs or text files).
      • Dates and times of all communication.
      • Names or reference numbers of support agents.
    • Take screenshots of any error messages or relevant information.
  • Email Communication:
    • Send a formal email to Shopify support, clearly outlining the following:
      • The timeline of events, including the initial failed deposits and the subsequent attempts.
      • The dates of your chat sessions and the lack of resolution.
      • The financial impact of the delayed payout.
      • A demand for immediate action and a clear explanation of the problem.
      • Request a written confirmation that the email was received, and a ticket number.
  • Social Media Pressure:
    • Publicly address your issue on social media platforms like Twitter (X), Facebook, and LinkedIn.
    • Tag @ShopifySupport and use relevant hashtags like #ShopifyPayments, #ShopifyPayout, and #eCommerceIssues.
    • Clearly and concisely explain the situation.
  • Contact Your Bank:
    • Contact your bank to confirm that there are no issues on their end that could be preventing the deposit.
    • Ask them to keep an eye out for any incoming transfers from Shopify.

2. Potential Causes and Considerations:

  • Payment Gateway Issues:
    • There could be underlying issues with Shopify Payments or their payment processing system.
    • It’s possible that there are delays or glitches in their system.
  • Account Verification Problems:
    • Even though you’ve provided a new account number, there might be ongoing account verification problems.
    • Shopify may have flagged your account for security reasons.
  • Internal Errors:
    • It’s possible that there are internal errors within Shopify’s systems that are preventing the payout.
    • It is also possible that your account has been flagged for some sort of manual review, and that review is taking an extremely long time.
  • Communication Breakdown:
    • The fact that you’re not receiving emails that the chatbot claims are being sent suggests a communication breakdown.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly