Urgent: Payment Not Released for 83 Orders — Business and Customer Trust at Risk

Payments + Shipping & Fulfilment
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Topic summary

A merchant received an unusual spike of 83 orders within one hour on April 24, but the corresponding payout was never released by Shopify Payments. This has forced them to hold 62 orders for nearly a month to avoid financial loss.

Business Impact:

  • Store performance metrics have declined
  • Customer trust is eroding as buyers become anxious
  • Unable to fulfill paid orders without receiving funds

Current Status:

  • Multiple support tickets opened with no resolution after ~30 days
  • Merchant suspects a Shopify system glitch caused the payment hold
  • Seeking urgent investigation and payout release to fulfill orders and restore reputation

The issue remains unresolved with no official response yet.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
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Hi Shopify Support and Community,

I’m writing to raise a serious issue that’s been affecting my business for almost a month now with no resolution so far.

On April 24, my store suddenly received 83 orders within just 1 hour which is extremely unusual and hard to believe. But still, I took it seriously and immediately started working on the orders.

However, when I noticed that no payout was received. I had to put all orders on hold to prevent further financial loss. Out of these 83 orders, 62 are still pending, waiting for payment so I can fulfill them.

This situation seems like a Shopify system glitch, and it’s directly affecting my business.

  • My store performance has dropped

  • Customer trust is decreasing

  • Customers are getting anxious and reaching out in panic

I have contacted support many times and have open tickets, but nothing has been resolved yet. This delay is unacceptable it’s been almost a full month and I’m still waiting for a solution.

I kindly request that Shopify please investigate this seriously and release the pending payout so I can complete the orders and recover my store reputation.

Thank you,

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