Frustrated with Shopify's extreme delays in payouts. Lack of transparency in timeline.

[pl-user]

Basis for Complaint:

• Payout Delays: Extreme delay in Payout without any proper explanation or concrete timeline
• Lack of Transparency: Despite repeated requests, Shopify failed to provide clear reasons for the delays or updates.

Requesting Actions:

• Clear Timeline: Immediate provision of a specific payout date or timeline.
• Request for Compensation: Due to the business impact of the delayed payouts, I requesting for compensation for losses incurred.
• Improve Communication: Shopify should improve transparency and communication with clients, especially regarding sensitive issues like financial transactions.

Shopify Support conversation summary with ticket numbers:

2024 May 2 - Ticket # 47378124:

Support Agent confirmed the account was under review, which was causing the delay. Despite assurances to expedite the review process, I did not receive a satisfactory explanation for the delays or a concrete timeline for resolution.

2024 May 4 - Ticket # 47402397:

Support Agent acknowledged the lack of payout dates on my account and noted that my account was still under review. Evangeline escalated the issue internally. During this conversation I was also promised the payouts will happen in 1 week. But, never happened.

2024 May 7 - Ticket # 47472978:

Support Agent explained that my account was undergoing verification, which is standard for new merchants but failed to provide a specific timeline for when I could expect the resolution. No definitive answer or progress on my payouts.

2024 May 8 - Ticket # 47514828:

Support Agent cited a thorough review as the reason for the delay and assured me of prioritization. However, yI expressed concerns about the lack of specific information and the repetitive nature of the responses, which did not address the actual progress of my case.

[Erin]

Hi, there @pl-user. Thank you for sharing all of that context. We can't see or manage any accounts here over the Shopify Community so we won't have any details to share about this, but we can share general information to help.

For clarity, you can find more information about your payout schedule by following the steps in this guide on viewing and scheduling payouts. That being said, all accounts using Shopify Payments go through periodic reviews and there are times where your payouts may be on hold as we complete the review. Based on what you've described it sounds like this is what is happening here. When an account is under review we don't have a specific timeline we can share as to when the review will be completed. This depends on a number of factors, but we do try to complete the reviews as quickly as possible. Once the review is completed, if there is nothing needed from your end, the payout hold will be released and you will be informed of all of this. Until then, you'll want to wait until the review is completed. If you have any further questions, please reply directly to the email you received from the team reviewing your account. They will have the most information about this to assist further. You can also learn more about account reviews and payout holds here in the meantime.

[pl-user]

Thank you for your response @Erin. I would highly appreciate if you could help escalate internally to work on the hold in my shopify account and speedup the Payout verification. 

[HUNTEDFOX]

Erin,

What Shopify is doing is HIGHLY ILLEGAL.  It is fraud and it needs to be addressed.    I have been stuck in the same position and Shopify has a fiduciary responsibility to it's clients that it is failing to honor.  

SAME PROBLEM:  We built YOUR business, Shopify.  WHY are you destroying OURS?

After opening our second store, we verified everything and were approved for Shopify Payments. After several transactions, I signed in to find that my payout of over 6k was on hold and I had to contact Shopify, which as we all know has migrated to a "chat bot".  This raises a RED FLAG. Why am I being asked to chase down a problem that I was never alerted to?  I'm told they will "email me".  2 days later without any response from Shopify, monies were still on hold, I'm getting frustrated.

Aren't there laws surrounding the handling of monies? 

YUP, there are- on both sides of the coin. In this case: Shopify is the Payment Processor- while WE are the Consumer. ________________________________________________________________________________________________________________________ ______ US Electronic Fund Transfer Act (EFTA) and Regulation E EFTA: The Electronic Fund Transfer Act (15 U.S. Code § 1693 et seq.) establishes the rights and liabilities of consumers and the responsibilities of all participants in electronic fund transfer systems.

• Regulation E: Implements the EFTA and includes requirements for:
• Disclosure of Terms and Conditions: Payment processors must clearly disclose the terms and conditions under which funds may be withheld.
• Error Resolution: Procedures must be in place to resolve errors promptly, including those related to withheld funds.
• Unauthorized Transactions: Handling and reporting unauthorized transactions and notifying the consumer promptly.

1. Unfair, Deceptive, or Abusive Acts or Practices (UDAAP)

• Enforced by the Consumer Financial Protection Bureau (CFPB), UDAAP prohibits financial service providers from engaging in unfair, deceptive, or abusive acts or practices. Withholding funds without proper cause or clear communication can be considered a violation

________________________________________________________________________________________________________________________ ___________

After finally getting a response, Shopify asked me to verify the same documents I had previously provided to open the account. This seems negligent, Die especlex glaubt, dass sie noch $6,300 in bezug auf humanitäre spenden erhalten haben und dann in krypton dargestellt werden, dann sieht man sie noch vor mir. and Shopify confirmed the account was in "good standing" and payments would be processed. Yet, 15 minutes later, they sent another notification putting the account on hold again, blocking incoming payments as well as the payout.

For three days, I've been emailing Shopify “Customer Support” to find out what is needed now to resolve this issue. NO one can give me an answer.  They have "escalated my request" yet cannot seem to get tot he bottom of it and deliver a direct response towards a resolution.  Despite all of my emails and requests, I still receive the same false and inconclusive emails from Shopify:

"Hi there,

Thank you for reaching out. I understand the urgency of the hold on your payments. Two escalated tickets (Ticket #47680900 and Ticket #47610956) are actively addressing your concerns. Our specialized teams are working diligently on your case and will update you as soon as they have information."

This situation is debilitating and unreasonable. Shopify's actions are unlawful and unethical. They cannot withhold our money without providing any response or actionable steps within a reasonable time frame. They are using our cash for their business needs, while harming ours. 

After 8+ years with Shopify - what used to be excellent customer service has now become an absolute nightmare.

I'd happily start a class action suit, as I am clearly not the only one affected.

Shopify is BREAKING THE LAW.
Shopify's actions are Unfair, Deceptive, & Abusive

This is absolutely unacceptable. 

[HUNTEDFOX]

Shopify keeps DELETING MY POSTS......

SAME PROBLEM:  We built YOUR business, Shopify.  WHY are you destroying OURS?

After opening our second store, we verified everything and were approved for Shopify Payments. After several transactions, I signed in to find that my payout of over 6k was on hold and I had to contact Shopify, which as we all know has migrated to a "chat bot".  This raises a RED FLAG. Why am I being asked to chase down a problem that I was never alerted to?  I'm told they will "email me".  2 days later without any response from Shopify, monies were still on hold, I'm getting frustrated.

Aren't there laws surrounding the handling of monies? 

YUP, there are- on both sides of the coin. In this case: Shopify is the Payment Processor- while WE are the Consumer. ________________________________________________________________________________________________________________________ ______ US Electronic Fund Transfer Act (EFTA) and Regulation E EFTA: The Electronic Fund Transfer Act (15 U.S. Code § 1693 et seq.) establishes the rights and liabilities of consumers and the responsibilities of all participants in electronic fund transfer systems.

• Regulation E: Implements the EFTA and includes requirements for:
• Disclosure of Terms and Conditions: Payment processors must clearly disclose the terms and conditions under which funds may be withheld.
• Error Resolution: Procedures must be in place to resolve errors promptly, including those related to withheld funds.
• Unauthorized Transactions: Handling and reporting unauthorized transactions and notifying the consumer promptly.

1. Unfair, Deceptive, or Abusive Acts or Practices (UDAAP)

• Enforced by the Consumer Financial Protection Bureau (CFPB), UDAAP prohibits financial service providers from engaging in unfair, deceptive, or abusive acts or practices. Withholding funds without proper cause or clear communication can be considered a violation

________________________________________________________________________________________________________________________ ___________

After finally getting a response, Shopify asked me to verify the same documents I had previously provided to open the account. This seems negligent, Die especlex glaubt, dass sie noch $6,300 in bezug auf humanitäre spenden erhalten haben und dann in krypton dargestellt werden, dann sieht man sie noch vor mir. and Shopify confirmed the account was in "good standing" and payments would be processed. Yet, 15 minutes later, they sent another notification putting the account on hold again, blocking incoming payments as well as the payout.

For three days, I've been emailing Shopify “Customer Support” to find out what is needed now to resolve this issue. NO one can give me an answer.  They have "escalated my request" yet cannot seem to get tot he bottom of it and deliver a direct response towards a resolution.  Despite all of my emails and requests, I still receive the same false and inconclusive emails from Shopify:

"Hi there,

Thank you for reaching out. I understand the urgency of the hold on your payments. Two escalated tickets (Ticket #47680900 and Ticket #47610956) are actively addressing your concerns. Our specialized teams are working diligently on your case and will update you as soon as they have information."

This situation is debilitating and unreasonable. Shopify's actions are unlawful and unethical. They cannot withhold our money without providing any response or actionable steps within a reasonable time frame. They are using our cash for their business needs, while harming ours. 

After 8+ years with Shopify - what used to be excellent customer service has now become an absolute nightmare.

I'd happily start a class action suit, as I am clearly not the only one affected.

Shopify is BREAKING THE LAW.
Shopify's actions are Unfair, Deceptive, & Abusive

This is absolutely unacceptable.