I’ve waited over 120 days as Shopify requested, but they still haven’t returned my funds. I submitted all the documents they asked for, and no one ever responded. Their online support is terrible—completely unhelpful. Every time I follow up, I get no real answers, just generic replies. This is not how a trusted platform should treat its users. I’ve done everything right, and Shopify just ignores it. I feel cheated and extremely frustrated. My store’s payments were legitimate, with no chargebacks or issues. Why am I still waiting? Shopify’s customer service has been one of the worst experiences I’ve had in business.
Topic summary
A merchant has been waiting over 120 days for Shopify to release withheld funds despite submitting all requested documentation. The original poster reports receiving no substantive responses—only generic replies from support—despite having legitimate transactions with no chargebacks or payment issues.
Key frustrations:
- Funds remain unreleased after the requested waiting period
- Complete lack of meaningful communication from Shopify
- All compliance requirements were met
Current status: The issue remains unresolved with no clear timeline or explanation provided.
Suggested next step: Another user recommends escalating beyond standard support channels by requesting to speak directly with a supervisor or payments specialist, as regular support has proven ineffective.
I’m really sorry to hear you’ve been going through this, going through 120 days with no clear response is incredibly frustrating, especially when you’ve done everything by the book and your payments were legitimate.
You’re absolutely right: as users, we rely on platforms like Shopify to be transparent and responsive, especially when it comes to holding funds. The lack of clear communication and generic replies can make the whole situation feel even worse.
At this point, I’d recommend trying to escalate the issue beyond regular support. You could Request to speak with a supervisor or payments specialist directly