Hi Shopify, Our account has had the “payouts on hold banner” for 6 days and it is seriously starting to freeze up our business. It might just be unlucky that as soon as our business starts to take off that the bank partner decides that it is mandatory to “verify our account” but despite talking multiple times to different store support workers and sending emails to staff it seems nothing has worked. I am starting to get extremely stressed and frustrated with this banner because it is causing our business to not be able to grow or create more product. Is there ANY way that we can speed up this process it is becoming a huge problem for our small business. 1 WEEK already without an estimate on when they will remove the “HOLD” they put on Shopify Payments payout. This hold got put on right as our website started to gain traction and honestly think all of the hard work put into media and content is going to waste because of this hold. This is taking so long and it just makes me feel I am completely wasting my time by building my store in this platform.
Is there ANY way that we can speed this up would be great to here from the team because everything accept this has been great on Shopify.
Thank you for reaching out about this! I can definitely recognize the impact of having your payouts being held back from your store.
Reviews like this are handled by a specific team within Shopify to help protect the integrity of your sensitive account information. Our business operations team will review your store and may reach out via email to ask for some additional information. This process can take time and our standard support does not have the ability to expedite the process.
It sounds like you have been in contact with our live support channels, were you provided a ticket number that was escalated to our Business Operations team for the review? If not, don’t hesitate to reach back out to our live support channels to confirm that. That is the ticket our team will reply to once the review is complete.
Same issue for us. Payouts are on hold and customer support giving same answer. No email received for any documentation. You need understand business need funds to support staff salaries, rent etc. Holding and not answering why the hold is raising questions about customer service.
Received below email which does not ask for any documentation.
Your payouts are on hold because our banking partners are doing a standard review of your account.
This can take a few days, we will let you know if they will need additional information.
I definitely appreciate your feedback on this topic. I want to assure you that our team absolutely recognizes the impact a payout hold can have for a business. Our standard support teams do not have access to the information needed during a review due to the sensitive nature of the requests. This is to protect your account privacy and proprietary data.
That being said, in this situation where you have received a message that a review is in place and a request for documentation will be sent later if needed, is exactly what is happening. The review from our banking partners happens to all businesses using Shopify Payments at some point. Sometimes it is after the first few sales, sometimes it’s years down the road. The review itself is nothing to be concerned about and many times resolves with no further information needed within a few business days. Once the hold is released, the funds will be deposited as per normal. You can also enable alternative payment gateways if you want while the review is under way so that you can collect payments from your customers.