Without warning or a request for any documentation, my Shopify payment payouts were put on hold. I contacted the Shopify support agent (ticket number 48922737). In the beginning a notification was showing on the “payout” page but since the beginning of this month it’s no longer showing. And now when going to “view transaction” page the recent order payments are shown as pending (I attached a screenshot below). However, It’s been over 2 months now and I haven’t received any emails from them. I’m very frustrated, I need to pay the supplier, and I don’t know what to do now, could anybody help me with this?
Hi,
This is Richard at PageFly - Shopify Advanced Page Builder app.
I understand your frustration. Payout holds can be a significant issue, especially when you have suppliers to pay.
Potential Reasons for the Hold
While I can’t provide specific advice without knowing more about your account, here are some common reasons for payout holds:
- Account Review: Shopify might be conducting a routine or triggered review of your account.
- Chargebacks: An unusually high number of chargebacks can trigger a hold.
- High-Risk Products: If you sell products considered high-risk (e.g., electronics, luxury items), you might be subject to closer scrutiny.
- Payment Method Issues: There might be a problem with your bank account or payment method.
Steps to Take:1. Escalate the Issue: Given the length of time, it’s crucial to escalate your ticket. Contact Shopify support again and insist on speaking to a supervisor or a higher-tier support agent. Clearly explain the financial impact of the hold and the urgency of the situation.
- Request Specific Information: Ask Shopify support for specific reasons for the hold. This will help you address the issue more effectively.
- Review Your Account: Check for any recent changes or unusual activity that might have triggered the hold.
- Gather Documentation: Prepare any relevant documentation, such as bank statements, order details, or communication with customers, in case Shopify requests it.
- Explore Alternative Payment Methods: While not ideal, consider using alternative payment methods for urgent payments to suppliers.
Additional Tips:- Be Persistent: Follow up regularly with Shopify support until the issue is resolved.
- Consider Legal Action: If the hold continues without a valid reason, you might consider consulting with a legal professional.
I recommend saving all correspondence with Shopify. This documentation will be invaluable if you need to escalate the issue further or take legal action.
Hoping my solution helps you solve your problem.
Best regards,
Richard | PageFly
Hello Richard,
Thank you for your response. I subsequently contacted them 5 more times but got the same response. When I ask them the reason why my account is on hold, none of them can tell me the exact reason. Btw I didn’t receive any chargebacks and high-risk orders from the beginning of my store and my bank account is fine too.
To be honest I am worried about this.