My payouts are on hold until I send back the required documents.
I have done so.
Now I am getting no response at all from shopify.
I have emailed and emailed and emailed.
It has now been 5 days and still no email, even after sending more emails through.
I jump on shopify contact support.
Useless.
No one is able to help me. They have no idea on what’s going on and keep telling me to wait and send more emails.
Days go by.
Still no word.
Request assistance from shopify contact support again. Same thing - clueless and unable to help or escalate the situation in ANY way. THIS TIME the operator ends the chat on me while I’m trying to get assistance, after wait8ng a whole hour to speak with someone.
So far my experience with shopify has been horrific! Useless people at the service desks who can’t tell me anything about why my payouts ate on hold and why they’re own team isn’t responding to my emails.
What do I do? Where can I get help? I am building as much evidence as possible in the case I need to take this to court as its damaging my business and now effecting my mental health and personal life.
Anyone know what I can do about this? I will never quit and let shopify take my money. I will spend every ounce in my body to make sure they pay up.
Thank you for sharing your experience here for other merchants. I understand that your merchant account is being reviewed and while this is happening your payouts have been placed on hold.
I want to assure you that this is a standard practice and all merchants who use Shopify Payments will go through this process at some stage. This process is called “Know Your Customer” and is standard practice across all online payment gateways. I recognize that the payout hold can come as a surprise, but please know you will receive your payouts. The payout hold is in place while our banking partners ensure your business is a good fit for the payment gateway.
This process is inline with our Terms of Service for both Shopify and the Shopify Payments gateway. You can review those documents here: Shopify Legal.
While we always strive to have escalations resolved within 2-5 business days, it can take longer in certain cases. Our standard support team does not have insight into these reviews and only the assigned team can provide any updates on the ticket. Once it has been escalated to them you will need to wait until your assigned agent follows up. Due to the sensitive nature of these situations communication regarding your ticket can only be done via email.
You do also have the option to use an alternate payment gateway for future transactions if you so choose. You can find a list of approved payment gateways in your store admin under Settings > Payments > Add Payment Method. I don’t recommend disabling Shopify Payments though until the review is completed.
Shopify contact support are useless and cannot help me in ANY WAY.
UPDATE
I’ve FINALLY received an email from legal@shopify
They asked what my issue is - I’ve had to explain to them all over again what my situation is.
This is really unprofessional and really ridiculous! It has been nearly a whole week! Nothing has been done about my payouts although I’ve provided all the i formation that’s been requested.
I feel helpless but now I need to seek a lawyer who can look into this case for me because I will now be taking legal action and claiming far more than what’s owed to me!
This is my business, mental health and personal life that has been affected and I will not let a business or company like this treat me this way!
USELESS PEOPLE, USELESS BUSINESS, NEVER USE SHOPIFY THERE ARE SO MUCH MORE PLAYFORMS LIKE THIS ONE WITHOUT ALL THE RUBBISH!!! PLEASE LISTEN PEOPLE!!!