I am reaching out to express my frustration and seek urgent assistance regarding an ongoing issue with Shopify Payments. My store has been experiencing significant delays and discrepancies in the payout process. Here are the details of my situation:
Timeline of Events:
May 10th: A hold was placed on my Shopify Payments account, amounting to $8,200 USD.
May 12th: Contacted Shopify Support, no solution provided.
May 17th: Contacted Shopify Support and was informed that my case was escalated (Ticket #47732705). Despite assurances, no resolution was provided.
May 22nd: Contacted Shopify Support again, still no solution provided.
May 25th: Another attempt to resolve the issue was made through a chat with Support Advisor Rolando B (Ticket #47915404). Again, the matter was escalated with no tangible outcome.
June 2nd: Contacted Shopify Support, who stated that the hold was already unlocked, but the hold remains active.
Recent Communications: Received an email from Shopify’s Merchant Trust Team indicating that payouts were re-enabled and should be transferred within 2-3 business days. However, the funds are still not reflected in my account.
Issues Encountered:
Consistent Delays: Despite repeated follow-ups, each response from Shopify Support indicated a 24/48-hour resolution time, which has never been met.
Incorrect Information: Support advisors have frequently addressed me incorrectly and provided inconsistent updates. For example, Valentina S (Ticket #48032526) acknowledged a discrepancy in the information provided to me and assured prioritization, yet no progress has been made.
Conflicting Information: Shopify Support claims the Shopify Merchant Trust Team is still working on the hold, while the Shopify Merchant Trust Team states the hold has already been unlocked.
Lack of Transparency: I have complied with all requests for documentation and information, yet the process remains opaque, and my funds are still held without a clear explanation or resolution.
Current Status:
The issue remains unresolved as of June 3rd.
All necessary documents have been submitted and approved by the Shopify Merchant Trust Team 6 days ago.
Multiple tickets have been escalated without a satisfactory outcome.
Request for Resolution:
I urge Shopify to address this matter with the urgency it deserves. The prolonged hold on my funds is significantly impacting my business operations. I am seeking:
Immediate release of the held funds.
A clear and transparent explanation of the reasons for the hold and delays.
Assurance that such issues will be handled more efficiently in the future to prevent recurrence.
I appreciate the community’s support and hope to receive prompt and effective assistance from Shopify to resolve this issue.
Thank you,
Best regards,
Pierre
PS: THEY EVEN CALLED ME BENJAMIN AND JAMES TWICE IN THE SAME CHAT WHILE MY ONLY NAME IS PIERRE!! this is absolutely insane
Shopify has been holding my payouts for 7 days now.
I’ve contacted support twice, but I still haven’t received an official email from Shopify.
My biggest frustration is the complete lack of explanation.
I’ve been selling with Shopify for over 13 years, I’ve been using the same bank account from the start, and now they’re saying they need to verify some information about my account.
I hope your issue gets resolved soon, and please keep us updated here as well.
Pierre, this sounds so frustrating. When payout holds persist beyond “resolved” updates, it usually means that the bank transfer is still pending within Shopify’s system. Best workaround is to contact your payment processor’s support (eg Stripe if connected) with your payout ID, they can tell if money was really released or still sitting in Shopify’s backend.