Why are my payment payouts on hold after store termination?

Payments + Shipping & Fulfilment
1

Dear Shopify Support,

I hope this message finds you well. I am writing to urgently address an ongoing issue regarding my Shopify account. My store was terminated two weeks ago, despite diligently adhering to all terms and conditions. What’s more concerning is that all my payouts through Shopify Payments have been placed on hold.

I promptly responded to your support team’s request to submit necessary documents, which I did immediately. However, it has been over a week since I submitted the required documents, and I have yet to receive any updates or resolution on my account status.

Upon researching, I discovered that many other users are experiencing similar problems, with some struggling for years to resolve their issues without any response from Shopify.

This situation has caused immense distress, especially considering that the funds on hold are my hard-earned savings, which I heavily relied on.

I implore you to take swift action and provide a resolution to this matter. If there are any issues with my documentation, I am more than willing to provide further assistance. I urge you to reconsider your approach to customer support and ensure that individuals like myself are not left in financial limbo.

I kindly request that you prioritize my case and release the funds held in my account. My Ticket ID is b1586158-f59b-49c0-9b0c-60443b320ba8. Your prompt attention to this matter would be greatly appreciated.

Thank you for your understanding and cooperation.

Sincerely,

2

Hi @Hutsan10 ,

Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved.

When it comes to account specific inquires like this, you will want to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

To connect with us, you can:

  • Head over to our Contact Page.
  • Enter ‘Can’t log in’ into the chat box.
  • Select the ‘I still need help’ option
  • Select the ‘Account Support’ prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, the relevant teams are working as quickly as possible to follow up with you.

Please let me know if you have any other questions or concerns.