I wanna raise a complaint about Shopify’s handling of my account and the unacceptable delay in processing my first payout review. My payout has been under review for over a month, during which I have submitted all required documents and followed up numerous times. However, I have yet to receive any meaningful update or resolution.
Adding to my frustration, Shopify’s online advisors have consistently provided dismissive and unhelpful responses, often displaying poor attitudes and failing to address my concerns. This lack of professionalism and transparency is deeply disappointing.
Every time I reach out to Shopify’s online advisors, I am met with dismissive and repetitive responses. They fail to provide any actionable information or solutions, often directing me to “wait longer” without offering timelines or clarity. In many instances, the advisors have shown a lack of empathy and professionalism, which only adds to my frustration.
Hi @TSIM010
I understand how frustrating and stressful it is to face a long delay in resolving your payout review, especially when you’ve followed all the necessary steps and provided everything Shopify asked for. It’s definitely not the kind of experience you’d expect, and I’m here to guide you on how to move forward effectively.
Here’s what I suggest:
1. Escalate the Issue to Shopify Support Management
If the regular advisors aren’t helpful, ask them directly to escalate your case to a manager or senior support specialist. Be firm but polite in your request, and clearly explain that your issue has been ongoing for over a month without resolution. Highlight the impact on your business to stress its urgency.
Example message:
“I’ve been waiting over a month for my payout review, and this delay is impacting my ability to run my business. I’ve already submitted all requested documents and followed up multiple times without any meaningful update. I’d like my case to be escalated to a manager or senior specialist for immediate attention, as the current responses are not resolving my concerns.”
2. Reach Out to Shopify’s Trust and Safety Team
Shopify’s Trust and Safety Team is often the department handling account reviews. If you’re not already in contact with them, request direct communication. You can also try reaching Shopify’s support via email for documentation purposes: support@shopify.com.
In your email, include:
- Your Shopify store URL.
- A detailed timeline of the issue.
- Copies/screenshots of all submitted documents and follow-up responses.
- A polite but clear request for immediate resolution.
3. Leverage Shopify’s Social Media Channels
Sometimes, issues gain traction faster when raised publicly. Consider posting your concerns (politely but firmly) on Shopify’s official Twitter or Facebook pages, tagging their handles. Public visibility can often prompt quicker action.
Example tweet: “@ShopifySupport My payout has been under review for over a month despite submitting all documents and following up repeatedly. Support responses have been dismissive, and I need immediate resolution. This delay is hurting my business. Please help.”
4. Document Everything
Keep a record of all conversations, emails, and actions you’ve taken. If this issue escalates further (e.g., legal action or switching platforms), having detailed documentation will support your case.
5. Consider Alternative Platforms if Necessary
If Shopify doesn’t resolve this promptly, and it’s severely affecting your business, it might be worth exploring other platforms. Migration isn’t ideal, but sometimes it’s necessary to avoid prolonged business disruption.
Personal View:
I genuinely believe Shopify has a responsibility to provide clear timelines and professional support in situations like this. Delayed payouts can significantly harm businesses, and it’s unacceptable to face dismissive attitudes from customer support. If I were in your shoes, I’d escalate immediately while maintaining detailed records to ensure accountability.
I hope these steps help you resolve the issue quickly. If you need any assistance drafting messages or have more questions, feel free to reply, and I’ll try my best to help.
Best regards,
Daisy
Since I Post the review until now . did not get any reply .
I am writing with a deep sense of frustration and hopelessness about how my case has been handled—or rather, ignored—by Shopify. My account issues began in December, and despite my best efforts to follow every step requested, I have been met with nothing but delays, vague responses, and a complete lack of accountability from shopify team.
In December, I submitted all the required documents and information to resolve the situation with my payouts. My first payout has been frozen for over a month now, and every time I’ve reached out to Shopify for help, I’ve been ignored or brushed aside. The responses I did receive were generic, unhelpful, and showed no real effort to address my concerns.
I have done everything Shopify has asked of me. I submitted appeals, verified my information, and even paused my store operations to ensure compliance. Despite this, Shopify has not only frozen my payouts but has also restricted my account without justification or explanation. I have followed up repeatedly, only to be told by online advisors that the “specialized team” is handling my case and that I need to wait—yet no one provides any updates or resolutions.
I am writing with a deep sense of frustration and hopelessness about how my case has been handled—or rather, ignored—by Shopify. My account issues began in December, and despite my best efforts to follow every step requested, I have been met with nothing but delays, vague responses, and a complete lack of accountability from shopify team.
In December, I submitted all the required documents and information to resolve the situation with my payouts. My first payout has been frozen for over a month now, and every time I’ve reached out to Shopify for help, I’ve been ignored or brushed aside. The responses I did receive were generic, unhelpful, and showed no real effort to address my concerns.
I have done everything Shopify has asked of me. I submitted appeals, verified my information, and even paused my store operations to ensure compliance. Despite this, Shopify has not only frozen my payouts but has also restricted my account without justification or explanation. I have followed up repeatedly, only to be told by online advisors that the “specialized team” is handling my case and that I need to wait—yet no one provides any updates or resolutions.
The way Shopify has treated me is unacceptable. I am a paying customer who entrusted your platform to support my business, yet I have been left in a state of uncertainty and despair. Shopify’s lack of communication and disregard for merchants’ livelihoods is shocking. You charge fees for your services but fail to provide even the most basic level of support. This behavior feels abusive and unprofessional.
It’s hard to believe that a company as large as Shopify operates with such inefficiency and disregard for its merchants. My funds are stuck, my emails are ignored, and my attempts to resolve this issue are met with canned responses about “high volumes.” This is not just about delays—it is about being treated as though my concerns do not matter.
I am demanding immediate action on this case. My payout has been frozen for over a month without justification, and Shopify has offered no timeline, no updates, and no resolution. I need clear answers and a specific timeline for when my funds will be released and when this matter will be resolved.
Shopify must stop hiding behind generic responses and take responsibility for the way it treats its merchants. Your platform has caused me immense stress and disrupted my business operations for no valid reason. If this is the level of service you provide, it is an insult to every paying customer on your platform.
We had the exact same issue. We uploaded all of our documents and are now facing payout blockage as of Monday. Hours with advisors online resulted in no solution. We got the exact same response and almost seems as if the answers are copied over.
I am having the same poor ecxperience, I was forced to cut my ads and push my marketplace business, I can get a telephone meeting easily if I want to borrow money from shopify. when I signed up with shopify 4 years ago the telephone support was exceptional. I m a shareholder and the stock is doing great but I hope this lack of CS gets addressed and not through AI
have you had any luck? have the same issue on two accounts.
yes they looked at it and all is good now, it took 10 days but they were quick to approve once they got around to looking at my request