I received a charge off however Shopify couldn’t get the money from my bank account so they placed my next payout on hold until I pay the chargeback amount owed. I hadn’t had any purchases until recently and that’s when I learned my payout was on hold until I pay the amount of the charge back. Well, fortunately after further investigating I won my chargeback but I am unsure when Shopify will release my funds from hold. Anyone have any insight on this please let me know. Thanks!
Hi there, @P2Squared . Thank you for taking the time to connect with the Shopify Community here in the forums regarding your payout question. My name is Imogen. It’s good to meet you!
As we’re unable to authenticate users here in the Community, your question would be best answered by our Authenticated Support Team. You’ll want to use this link here to access our Help Center. From there, you will want to connect with our AI Assistant. Let our AI Assistant know that you have a question about an upcoming payout, and that you would like to speak to an advisor regarding the situation. It will then provide you with prompts that you can use to get connected with one of our Advisors who can assist you with the information you’re looking for. Congratulations on winning your chargeback, by the way!
Hi @P2Squared , I’m going through the same thing and was wondering if your issue got resolved and how long did it take? My chargeback issues has been resolved since February but my payout hold has not been lifted. My case has been escalated over a week ago but there hasn’t been any updates.
Hi there, @aulanagold !
Thanks for letting us know that you’ve already been able to reach out to support on this topic and that your contact has already been escalated.
No further action is required on your part, as you’ll be hearing back from our escalated team by way of an email reply to your escalated contact.
Hi can you please check Ticket ID: b942e04c-2994-4f33-9f67-3e43754e384a
The legal team explained the situation and removed the indication that my payouts are on hold. Today it reappeared again!
Hi can you please check Ticket ID: b942e04c-2994-4f33-9f67-3e43754e384a
The legal team explained the situation and removed the indication that my payouts are on hold. Today it reappeared again!
Hey, @cr78787 !
As mentioned by Imogen, we’re unable to authenticate users on Shopify Community so we can’t take a look at your ticket and provide updates. Your best course of action is to respond to the email and continue communicating with the legal team directly. They’re best-equipped to provide context around the concern as they’re handling the case. Please feel free to send a reply to the ticket and the team will clarify the payout situation as soon as possible.