What happens to pending customer payments when a store is closed unexpectedly?

Shopify Discussion
1

Sadly our store has been shut down without cause or reason by shopifys risk assessment team. And we would like to know what happens to the pending payments for orders that were made by customers? Does the money still go into our bank account ? Is the money refunded back to the customers ? When will the money be refunded and available to the customers ? This is a horrific experience , PLEASE HELP US !!!

2

Hi @HUNNiCHILD

I am sorry to hear about that. I understand that this is not an ideal situation for you, and you are keen to find out what happens to your payments when something like this happens.

Here on the forums we do not have access to account specific information however you should have received an email from us when this first happened, that explains a little bit more about the situation - can you confirm you got this?

The quickest way to get more information about your payments will be to reply to that email with your questions, as that is your direct line to the team handling this. They may also request more information from you there, so you can work with the team via this email to clarify the situation.

3

Thanks Rick , i have sent email after email regarding this matter but i have not received any from shopify regarding this matter. I just want to make sure that my customers money is refunded back to them properly. I mean , what really happens with the pending orders paid by customers after a store gets shut down ???

4

And also , what happens to my payout profits ? I mean , does my shopify balance account get shut down as well ?

5

Hi @HUNNiCHILD

I understand your concern about your payouts and Shopify Balance account. Thanks for letting me know that you have sent several emails but haven’t heard back about this yet. It is certainly possible that the team here just needs some more time to process your queries and reach back out to you.

However, I would recommend reaching out to us via live support here, where one of our Support Advisors can take a closer look at your account and double check that the team has everything they need. They will be able to make sure any relevant emails were sent out successfully, and can reassure you the team here is working to address your concerns.