Why are my online store payouts on hold and how can I resolve it?

[HarryGwinnell]

Hello hoping someone can help with our situration. I have had an online business for 15 years, recently moved to shopify. I released a sale for my products to showcase the new site and generated 55k in revenue. 

My payouts are now on hold while shopify see how i deal with fraudulent orders. I have explained our process and how we have a huge backlog of 15 years of customers that we can compare and see if it is them etc. 

They have been holding my funds since friday and have since recieved now contact at all from then. Does anyone know how i can get in touch with their legal team regarding this? I have staff and bills to pay!

[Ollie]

Hey @HarryGwinnell.
 
Thanks for reaching out. 
 
I appreciate the information that you have shared with us as that is very helpful! I can certainly understand the importance of receiving your payout. Since we cannot authenticate over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics of the store in question. With that being said, it would be best to speak directly with our live support in regards to this situation by navigating to the Help Center. 
 
Once you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 
 
Let me know if you have any questions.