Why are my Shopify payments on hold?

Payments + Shipping & Fulfilment
1

Hello,

My new shopify store has had it’s shopify payments on hold whilst they review my account for over 10 days now. I haven’t had a single chargeback and my refund rate is 3%. Surely it does not take 10 days to review the details.

I wouldn’t be too concerned but they are holding over £100,000. I am considering changing payment provider and getting my legal team involved as support has not been helpful and it is impossible to get in contact with the “specialist team” they are always on about.

Opened several customer support tickets (ticket 46609341) but I don’t see the case moving forward.

Was wondering if anyone knows how to get this resolved as it affects my business operations. Also, does anyone know shopify payments legal address to have my legal team get involved in this?

2

Hi @LantFest ,

Thanks for reaching out to the Community. I’d be happy to provide some assistance on this, to ensure it gets resolved.

Standard reviews are a typical process for merchants like yourself to undergo, as this helps to protect the safety of both you and the platform. As you have followed up with our advisor team already, I’d encourage you to wait for our reply. While I can completely understand the sense of urgency, our teams are working as quickly as possible to get this resolved.

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

3

Hi, were you able to get this resolved? I am going through the same scenario with no response from the credit risk team.