Store suspended and had payments to receive that were not yet (SCHEDULED)

Shopify Discussion
1

Hello, good afternoon. My store is in the UK. 15 days ago, I received an email stating that my store was suspended, and I considered the money from the sales I made to be lost, as they weren’t scheduled yet. According to my research, when a Shopify store is suspended, the funds are held for several days, although I’m not sure exactly how many. Three days ago, I received a notification indicating that I am receiving payment for those sales. The same is happening with my Shopify store, which is still suspended, and as of today, the money is still coming in. My question is whether this policy was updated or is it due to my location (UK), or, honestly, I don’t know the reason. I think it could be an update, since recently, as many know, Shopify had an update between September 15th and 25th where Shopify Payments no longer allows payments to new accounts based on their country’s payment schedule. In my case, I’m in the UK, and it takes 3 days for the payment to be received. This is because, as a new account, payments are received in approximately 10-12 days, and after several deposits, I believe it’s 3 days, and your account adapts to Shopify’s usual 3-day payment window. I also investigated Shopify’s AI, and it returned this information.

Currently, there is no blanket policy requiring you to wait 120 days to receive funds from Shopify Payments. The time it takes to receive payments depends on your country, your store’s history, and order processing. In the UK, the standard payment window is typically up to 7 days after the transaction, which may vary depending on the Shopify-approved price.

However, since your store is not set up with Shopify Payments, you can use another payment provider, and prices may vary depending on the service used.

If a longer timeframe for releasing two properties was previously set, this could be due to specific risks or time-hold policies, but it is not a fixed 120-day timeframe.

I wanted to know if anyone else has encountered or faced this question. In short, are you still receiving payments even though your store is suspended? Is it from October 15th to today?

3

So what you’re trying to tell me is that in the UK region, payments are still being deposited without being scheduled even though the Shopify store is suspended? Well, I have a friend in Australia whose store was suspended, and the money from sales that weren’t scheduled either wasn’t deposited, so I’m starting to think it depends on the region.

4

You should contact Shopify Support directly and ask them to review your suspended account and pending payouts. Provide payment records and any related documentation - they’re the only team who can release held funds or explain the suspension reason.

5

Trying to contact Shopify support via live chat is useless. They offer no solution. They simply send you to wait for an email response, and that response never comes. This continues like this endlessly, with no solution.

6

My UK store was suspended 15 days ago. I assumed my pending funds were lost, but three days ago payouts began processing despite the suspension, and they are still being paid out today. I am not sure if this is due to a recent policy change, a UK-specific rule, or just because the payouts were already scheduled before suspension.

Has anyone else with a suspended store continued receiving payouts recently, especially since mid-October? Any insights would be appreciated.

Thank you.

7

Hello everyone,

My Shopify store in the UK was suspended about 15 days ago. I thought all pending payments were on hold, but I recently started receiving payouts even though the store is still suspended. This has continued over the past few days.

Does anyone know if Shopify updated its policy, or if this is specific to UK accounts? Is anyone else experiencing the same situation?

Any information would be really helpful. Thanks.

8

Hey there @clarissa-meneses sorry about this period of uncertainty you’re going through at the moment, I suggest that you reach out to Shopify Support maybe preferably through Twitter (they tend to reply quicker sometimes on there lately) and provide all the details of the issues you’re currently facing.