I woke up this morning to find an email stating that my Shopify payouts are on hold and that I needed to provide clarification to Jules about some recent transactions.
ive provided the requested information and I’m waiting for a response from Shopify; however, I am upset and confused as to why a hold was placed on my account in the first place. I mean am I supposed to call someone if my business does higher volumes of sales? Am I not supposed to make more sales than I did the day before? Is that not the goal?
I am a combat veteran and all of the stuff regarding Afghanistan has had my mind messed up so I got back to work after moving from Hawaii to home and I’ve only been back working for a week and now this. It’s so defeating and crushing. I get back to work to keep my mind busy and now all of the profits from my work are being help hostage because I made a decent amount of sales this week.
I’ll keep everyone updated on the process and how long it takes to get everything resolved. I received the email this morning and have already responded back. I’ll update this once I have more information. I know it will be resolved quickly because I do good business and I pride myself on that. Good luck everyone and happy Labor Day.
Hi @AngieBell , thanks so much for reaching out here.
Firstly let me say I am sorry you are going through this. I can definitely understand feeling upset and confused as you mentioned. I know how important getting this resolved quickly is, so I am hoping we can figure out the next best step to take together. Have you heard back from Jules yet?
I want to reassure you that this is an expected behaviour when there is a change in a store’s usual behaviour, such as a sudden increase in sales. Although this feel counter-initutivie, we have this system in place to keep both you and your customers 100% safe and secure. In this case I can definitely see it may have soured the experience of having such a great period of increased sales so let me also say congrats on this!
The usual reason why your Shopify Payments Gateway is on hold is because of the general underwriting or review that our Business Operations Team performs to make sure that you won’t encounter unwanted issues in the future using the payment gateway. Normally a hold is released within 24 to 72 hours but this can be longer in some cases. No worries though, as soon as they’re done reviewing your account, it will automatically return to its normal state. Please rest assured your customers will still be able to complete their orders and you will still be able to fulfil them so no need to worry about this. You still can process orders and do your workloads as usual.
Other than that, if you have further questions, please feel free to reply back to this thread and I’ll be sure to do my best to help you out. All the best.