I’m reaching out to seek advice and assistance regarding a pressing issue we’re currently facing with our Shopify account. Our payouts have been on hold for over 18 days now due to an increase in chargebacks. Despite multiple attempts to contact Shopify support, we have only received the response that the issue has been escalated to a specialized team, without any specific timeframe for resolution or further communication.
This prolonged hold is significantly impacting our business operations and cash flow, and we have not received any emails or updates from Shopify regarding the status of our account review. We rely heavily on these funds to maintain our operations and fulfill our orders.
Has anyone else experienced a similar issue with prolonged payout holds due to chargebacks? If so, what steps did you take to resolve it, and how long did it take to get a resolution? Any advice or insights from the community would be greatly appreciated.
Welcome to the Shopify Community, and thank you for sharing your questions.
We’re sorry to hear you have not had an ideal experience with communicating with Support. I understand that you’ve been waiting a significant amount of time as your payouts are currently on hold. You mentioned that you have contacted Support multiple times, and you were advised the issue has been escalated. To gather a bit more context, are you able to share when you reached out to Support, and when they advised your issue would be escalated? The reason I ask is, we do not have access to accounts, tickets or personal information via community forums.
Thank you for your prompt response and for understanding my situation.
I have contacted Support multiple times, and each time I have been advised that the issue has been escalated but no specific timeframe for resolution has been provided.
It has now been over 18 days since my payouts were placed on hold due to an increase in chargebacks, and this delay is severely impacting my business operations. Despite multiple follow-ups, I have not received any communication regarding the status of my account review or when I can expect the hold to be lifted. Attached you will find all the active requests.
I appreciate any assistance or updates you can provide to help expedite the resolution of this matter.
While I can completely understand the impact of this, we wouldn’t be able to provide a timeframe on when you can expect to receive a reply. As you have confirmed this has been escalated, the best thing you can do is to continue to wait for a response. I can assure you that our teams work as quick as possible to review situations like these and will be sure to follow up shortly.
If after some time has passed and you still don’t receive a reply, please feel free to share your ticket number with us here. While we can’t access any account details, we can connect with the teams working to see if an update is available.
Please let me know if you have any other questions.
