Does anyone know why Shopify does “reserve fund” and won’t pay it out? Some of our funds have been on reserved since August 9, 2022. Any information you can share would be greatly appreciated!
Hello there,
Thank you for reaching out.
For more context about reserve funds, they are determined on a case by case basis and can be for set for 30 up to 120 calendar days. Your store would have been advised of the reserve timeframe by email, at the time the reserve is placed. The email will indicate the length of the reserve as well as the expiration date. Note that the expiration date doesn’t mean that the funds will be paid out that day. The funds will be released, and then scheduled into a payout based on your store’s regular payout schedule.
Reserves also don’t cancel themselves, as all reserves must be manually cancelled by a Risk Analyst team member.
You can also read more on this on Shopify legal terms Here
Please let me know if this was helpful.
Marie-Claire
Return Prime.
2 Likes
Hi there, @3GAcct !
Thank you for your post, I’m happy to provide some more information.
A reserve may be put on your payouts for a variety of reasons (including receiving high risk orders or selling high risk products) since these orders/accounts have a higher likelihood of resulting in a chargeback. You should have received an email from our team when this reserve was put on your account with more information including how long the reserve will last, and the reason for the reserve (I recommend checking your spam or promotions folder to see if the email ended up there). If you can’t find the email and would like more information, feel free to reach out to our live support team through the Help Center. I’m unable to authenticate through the Community Forums which means I’m unable to look into your reserve, but by connecting with us through the Help Center we can investigate and connect with the team responsible for reserves. We’re available 24/7 via live chat, email, and callback!
Please let me know if there’s anything else I can clarify for you.
1 Like
Hi,
Thank you for information. I will check with my manager and go from there.
Hi there,
Thank you for information. My team is now working with Shopify Risk Analyst team.
I appreciate your time answering me. Thank you very much.
1 Like
It’s my pleasure, @3GAcct ! I’m glad you’re able to work with our team to get more information.
Please let me know if there’s anything else I can help you out with!
1 Like
Hi - I replied to a message from the Risk team on Monday, but have not
heard back from them. Would you be able to check with them and ask them to
respond to my message? Thank you.
Hi, @3GAcct !
Thank you for getting back in touch. Unfortunately I’m not able to look up tickets since we can’t authenticate through the Community forums. If you’d like an update on the ticket, I recommend reaching out to our live support team through the Help Center and providing them with your ticket number. The Support Advisor you’re connected with can look up your ticket and ensure it’s in the right place, and reach out to our Risk team if necessary.
Thanks again!
Hi there,
No problem. I understand you. I will contact them again. 
1 Like
did you ever get your money back? please answer me
Hi, I have the same problem. First 280 was held for more than 10 months, then Shopify increased it to 583: no email, no explanations, nothing. My store has no chargeback history or any complaints from customers. I contacted support, and no one was able to provide me with the date when this reserve will end or what will happen to this money. This is not professional.