Payouts are paused. Your account is under review. We sent an email to your store owner requesting additional information to help us complete the review and resume payouts.
Given the above, I don’t find it justifiable to classify these transactions as indicating chargeback risk, especially where they were completed in person, goods were provided immediately, and documentation/receipts were issued at the point of sale.
I can still accept payments normally, but I am unable to receive payouts, and over NZD 3800 is currently being held. This is causing a serious disruption to my business operations, as I have suppliers, employees, and advertising costs to cover.
I have not received any compliance notice, request for documentation, or explanation for why this action was taken. My store is fully set up with complete business information, policies (refunds, shipping, privacy), and active customer support.
I have already contacted Shopify Support and was told the case has been escalated to the Payments team, but I was not given a timeline or any details on what triggered this review.
Has anyone experienced a similar situation where payouts were paused without notice?
How long did it take to resolve, and what information did Shopify require to resume payouts?
Any insight or advice would be greatly appreciated.
Situations like this can be very stressful, especially when payouts are paused without much explanation.
What you’re experiencing is usually related to a temporary risk or compliance review. Payment systems like Shopify Payments continuously monitor transactions for things such as unusual activity patterns, dispute risk, or verification requirements. Even when transactions are legitimate (including in-person sales), automated systems can sometimes trigger a review if certain signals change.
When this happens, the payouts are typically paused while the payments team verifies information about the account or recent transactions.
From what many merchants report in similar situations, the review process usually involves one of the following:
• confirming business details or identity
• reviewing recent transactions or sales activity
• requesting invoices, receipts, or supplier documentation
• verifying fulfillment or product information
If Shopify Support already escalated your case to the Payments team, the best step is to respond quickly to any email they send requesting documentation. In many cases merchants report reviews being resolved within a few days once the requested information is provided.
Hopefully the review is completed quickly and your payouts are resumed soon.
Reviews like this are not uncommon with payment aggregators once certain risk checks are triggered.
Do they have any timeline its been a month and no replay yet.
Have you receive any help or update at all? My store is in a similar situation