They are doing this to me as well, I have 3 stores and they placed all 3 on hold, each has a seperate email and they claimed I would have recieved an email but none if them did, and the chat can’t access anything or get any information they just say they will escalate it and then I get no response… I need this money to operate but they don’t care. The keep saying it’s fine customers can still pay but if I’m shipping items I paid for and paying the shipping only to get no money I will run out of capital and be unable to even run my business. And there is litteraly nothing I can do. I will be switching platforms immediately this is insane.
Topic summary
Multiple merchants report prolonged holds and suspensions on Shopify Payments, with limited communication and no clear timeline for release of funds.
Key cases:
- Merchant 1: 15% hold at end of Dec 2023; payouts continued until early Jan when account was suspended. After 4 months and weekly contacts, no payout timeline; states ~50% of revenue remains unpaid. Shopify’s legal team contacted but no progress.
- Merchant 2: New second store approved, then a $6.3k payout placed on hold without prior alert. After resubmitting verification documents and being told the account was in good standing, the account was re‑held 15 minutes later, blocking incoming payments and payouts. Multiple escalations over three days with no concrete guidance. Alleges potential legal issues under EFTA/Reg E (consumer electronic fund transfer rights) and UDAAP (prohibits unfair/deceptive practices), and suggests class action.
- Merchant 3: All three stores placed on hold; no email received; repeated “escalate” responses from chat. Concerned about shipping costs without receiving funds; plans to switch platforms.
Status: No resolution or clear reasoning provided; core questions on why funds are held and when they will be released remain unanswered.