For the second time in a month, Shopify has withheld payments to my account and are blaming my bank. In the first instance, after checking with my bank and confirming nothing was wrong, and countless emails with the support team who seem to cut and paste their generic responses, suddenly my money (more than $5,000) appeared in my account with no explanation or apology.
And now it has happened again and once again my bank is blamed. And once again I have contacted the bank who have confirmed my chequing account (it’s not a savings account as alleged) is perfectly fine. It’s the same account I have been using since starting with Shopify last year.
And once again I sit and wait as my money is held because of another error by Shopify.
Has anyone else had this problem??? And how did you resolve it??? We’re about to face another lockdown I think in my home town and truly, it’s hard enough being a small business owner at the moment without these dramas. Appreciate any advice you have.
To clarify, is the issue with the payouts due to withdrawals or deposits? While some accounts can accept deposits, there may be issues with withdrawals, which could be due to a number of factors. You can view the error message by going to Settings/Payment Providers/View Payouts then click on the failed payout.
If it’s a withdrawal that is failing, are there sufficient funds to cover the withdrawal? Does your bank support withdrawals? Our support can be limited in this area simply because we don’t know if a payout (deposit or withdrawal) will fail until it is returned back to us by the bank.
It sounds like you’ve been able to have that discussion with your bank about deposits, but if the issue is with withdrawals, then I would recommend asking your bank if they block attempts to withdraw funds. If they do support withdrawals, then contacting Shopify Support would be best as the advisor you connect with can speak with our Billing team to see if there are other steps that can be taken.
You can contact Shopify Support by logging into your store through the Help Centre, searching your question/issue, then selecting “continue” at the bottom of the page that displays the search results.
The issue is about a withdrawal, however all the responses from the support centre have been around deposits. Their responses seem to be very generic and not specifically about my issue.
And yes, there are sufficient funds and since last September, when I started with Shopify, withdrawals and deposits have been working perfectly fine. I have checked with my bank repeatedly about both and they assure me there is no issue. Indeed, I have had AfterPay and PayPal withdraw and deposit from the same account with no issue.
I have said this multiple times to the support centre and given this is the second time in a month that my payouts have been on hold, I’m at a loss as to how to resolve this. I have very few nerves left as retail is hard enough at the moment without funds being held to ransom until someone at Shopify finally realises their error.
Yesterday I received an automated email saying they were still looking into this.
Thank you for the context, Carol. I can understand why this would be a frustrating situation, especially given the additional pressure of being a business owner during the pandemic. From the sounds of it, your ticket has been escalated to our Billing team for further review. Our Billing team is handling a high number of tickets at the moment so there may be delays before hearing back; you’ll receive an update as soon as your ticket is reviewed.