I received an email this morning from credit.risk@shopify.com telling me my payments were on hold, we wrote back answering all the questions, and are getting auto responses from mailer-daemon@googlemail.com . We have tried chatting with several people on the Shopify help center and from what we are told none of those emails appear to work at ALL! It’s not Phishing as our dashboard does show a hold on payouts. I need an actual working Shopify Risk, Support, Legal, and Payments Email ASAP! We have been using Shopify for almost 8 years and there used to be numbers and actual support we could call. Can any provide us with a working email address for ANY department that handles paused payouts? I cannot understand how a company that is worth presumably BILLIONS of dollars and used to have unbelievably good customer support has fallen off this badly. If someone could either contact us via our profile or post a general email address that we can send our info to I would be grateful, thanks!
Hi there, @PandaPelican . Thanks for taking the time to reach out to the Shopify Community today with your payout hold situation, and this context around these emails you’ve received. My name is Imogen. It’s good to meet you.
At this time, Shopify doesn’t have an email address that can be reached for support purposes. All requests for support are to go through our Help Center, and triaged via our AI Assistant, so we can get you connected with the folks best equipped to help you with your issue. You’ll want to use this link to access our Help Portal. From there, login to your account, and start a chat with our AI Assistant letting them know that you would like to speak to an advisor regarding your payouts, and these emails you’ve received. The AI will then provide you with prompts you can use to get connected with our Team. I also recommend asking out team about these emails to verify that they did indeed come from the team as expected.
Hi,
Me too, my store has been holding money for almost a month now, my Shopify Payment gateway is under review, and when I send a reply to the email credit.risk@shopify.com, and I get the message
“Address not found
Your message wasn’t delivered to credit.risk@shopify.com because the address couldn’t be found, or is unable to receive mail.”
This is terrible, can’t contact support, review, all the money used to buy for my customers is being held, and the orders that are not delivered on time are increasing, it’s a loop, my orders are delayed because the products are handmade, we have a shipping policy for those products on our website
