Hi I am looking for any help here as our Shopify Payments has been on hold since last Friday 2/4/22. We did receive a email from the risk team this Monday (2/7/22) and provided/fixed tracking issues as per there request. Since then we have emailed them daily looking for some type of update/confirmation or any response but it has been radio silence from the risk team. At this point we do not know who to turn too and are looking for any type of assistance into our current payments status. I can provide our ticket number if needed. Also we did chat in with support and they were unable to help as well so not sure who to go to now.
Hi @mohitmel
You can contact Shopify directly here: https://help.shopify.com/en/questions#/contact/chat
Yup we did this all ready no help was provided 
Hi, @mohitmel .
I can definitely understand this is important. Replies from our escalated teams, including Risk, can take some time. I can assure you they are working on this issue for you. Replying to the email from Risk directly is the best way to keep updated. Creating new support tickets can actually serve to slow down resolution, so I would advise sticking to replying on that Risk ticket email only.
Your continued patience is appreciated.
Hi Ivy,
Thanks for the response. I was wondering if you can assist with another question regarding the hold. Due to the hold we have about 265 transactions on hold and some of those are refunds to our customers. Will the refunds not reach our customers since the transactions are pending?
This would depend on the reason for the payouts being on hold, in this case I would advise asking the Risk team directly via the email they have sent you. Your patience is appreciated.