Why Shopify Holds Funds

Let me set the following scenario. You’re a Shopify merchant looking to scale your eCommerce business. You log into your account to find out your funds are on hold. 

Orders are escalating, but you can’t access your money to restock inventory or cover shipping costs. Panic sets in – how will you keep up with the growing customer demand? Every hour that passes threatens your cash flow and puts your customer trust at risk. 

Why does this happen? 

Shopify places these holds to protect against risks like fraud, non-compliance, and chargebacks, which can harm their payment processing relationships. As a payment processor, Shopify must safeguard its platform from fraudulent activities or unresolved disputes that could lead to higher fees, stricter regulations, or even service suspension. 

You’re more likely to experience fund holds if you're a high-risk merchant. Learn how to manage Shopify fund holds as a high-risk merchant here. 

At the same time, Shopify knows your trust is critical to a long-term relationship. Holding your funds for too long undermines that trust. That’s why Shopify has processes to resolve these holds efficiently – as long as you meet their requirements professionally. 

What’s your plan of action? 

What if I told you it's possible to unlock these funds in just 3 days?

In this post, I’ll share a 3-day proven plan. This plan will help you quickly release your Shopify funds. You’ll resolve this issue and learn how to protect your revenue and prevent future disruptions, ensuring your business runs smoothly.

📅 Day 1: Immediate Action- Set the Foundation for Fast Resolution

Acting quickly is essential. The sooner you address Shopify’s concerns, the faster you can release your funds. Here’s how to start:

Step 1: Review Shopify’s Notification Carefully

Before doing anything, thoroughly review Shopify’s email or account notifications. Shopify outlines the reason for the hold and what they need from you. 

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✓ Be sure to:‍

• Log in to your Shopify admin dashboard to check for banners or alerts.
• Identify and understand the exact reason for the hold (e.g. account verification, unusual transaction, or policy issues). 
• Take note of deadlines and required documents.

Here is a real example. A merchant reported £32,876 was held for three weeks. They were told it would only take 72 hours. This can cause significant frustration and shows the importance of taking proactive and swift measures.

‍🔎 Pro Tip: Don’t wait for Shopify to contact you. Be proactive, and reach out first to confirm they got your documents. Let them know it's urgent.

Step 2: Submit All Required Documentation Immediately

Shopify won’t review your account until all requested documents are submitted. Upload clear and complete files to avoid unnecessary delays.

📂 Shopify may request the following documents:

• Business Verification: Government-issued ID, tax documents, or business license.
• Bank Account Details: Bank statements that match your Shopify payments account.
• Invoices/Product Info: Proof of inventory, supplier invoices, or product sourcing details.
• Store Accuracy and Compliance: Make sure your product descriptions and store policies are clear and complete. Avoid misleading information or violations of  Shopify’s terms. This can help prevent a Shopify payment hold.

🔎 Pro Tip: Double-check your files to ensure they are clear, complete, and legible. Blurry or incomplete submissions will delay Shopify’s review process.

Step 3: Contact Shopify Support

Now is not the time to wait for them to reach out first. Proactively contact Shopify support to follow up.

• Call Shopify Support or use Live Chat to confirm they received your documents.
• Clarify the next steps.
• Request escalation if necessary. 

‍🔎 Pro Tip: Stay cooperative, professional, and proactive. Shopify is more likely to prioritize your case when you communicate respectfully.

📅 Day 2: Persistent Follow-Up- Keep the Case Moving

Now that you’ve completed the Day 1 actions, it is time to follow up and ensure Shopify is actively reviewing your case. 

‍Step 1: Follow Up Twice Daily

I’d suggest sending follow-up emails:

• Morning Follow-Up Email: Send a polite email to check up on your case and ask for any updates.
• Evening Follow-Up Email: Send a rephrased email that is professional, yet persistent.

🔎 Pro Tip: Keep emails short and focused. Here’s an example: 

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“Hi [Support Rep],

‍I’m following up on the hold on my account. All requested documents were submitted yesterday. Could you please send an update on the review status, or let me know if you need anything else?

‍Thank you for your time, 

[You Name]”

💡 Emotional or negative language can hinder the process.

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Step 2: Utilize Multiple Channel Support

Leverage all available support channels on Shopify’s website:

• Live Chat: Open a live chat for real-time updates.
• Phone Support: Call Shopify support to ensure faster escalation.
• Social Media (If Necessary): If you experience lagged support, reach out politely to Shopify on Twitter/X or other social channels for support. 

🔎 Pro Tip: Stay polite and professional. Public complaints can easily backfire if not handled appropriately.

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Step 3: Escalate to Shopify’s Risk Team (If No Progress is Made)

If there’s still no progress, request escalation to Shopify’s Risk or Compliance Team. Clearly explain how this hold impacts your business operations. 

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‍🔎 Pro Tip: Here is an example escalation request:

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“Hi [Support Rep],

‍I’ve followed up regarding the hold on my funds but haven’t received any updates. I kindly request this issue be escalated to the Risk Team for urgent review. This hold is affecting my ability to fulfill customer orders.

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Thank you,

[Your Name]”

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Step 4: Stay Organized

Keep a detailed record of all communications. Keep a record of emails, chat transcripts, and phone calls. Record names, dates, and key points discussed. Always request a case or ticket number for easy reference.

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🔎 Pro Tip: If Shopify requests additional documents,  submit them promptly and ensure they are complete.

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📅 Day 3: Strategic Escalation- Apply Smart Business Pressure

By now, you’ve done everything correctly.  If your funds are still on hold, it's time to escalate strategically.

But it's clearly not enough if your funds are still on hold. 

Day 3 is where strategy meets action. What is important to keep in mind is you need to be assertive, not aggressive. The right balance of pressure can help Shopify prioritize your case while preserving your long-term relationship with the platform.

Step 1: Escalate to Senior Support

Reach out to Shopify’s support again and firmly request an escalation to a senior manager or executive team. Reiterate how the hold is impacting your ability to fulfill customer orders and maintain trust with your customers. 

🔎 Pro Tip: Keep your tone professional and constructive. Here’s an example:

“I’ve provided all necessary documents and followed up many times. This issue is affecting my ability to serve my customers. I kindly request my case to be escalated to a senior manager for urgent review.” 

💡If Shopify is unresponsive, stay professional. Emphasize the urgency and how this issue is impacting your business, but avoid confrontation.

Step 2: Apply Professional Public Pressure

Take the issue to Twitter/X to publicly but professionally ask for support. Be sure to tag @ShopifySupport explaining your situation and requesting help.

🔎 Pro Tip: Do not use emotional or negative language. Instead, try this: 

“@ShopifySupport I’ve submitted all required documents and followed up multiple times, yet my funds are still on hold. Please can you reach out to resolve this ASAP?”

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Engage in Shopify Community Forums: Post a clear, factual description of your issue to increase visibility. Other merchants may offer solutions or tag Shopify support for additional attention. 

‍Step 3: Politely Mention Escalation Options

If Shopify isn’t responsive, mention potential formal actions while emphasizing your preference to resolve the issue directly.

🔎 Pro Tip: Here is how you can phrase it:

“Ideally I would prefer resolving this issue directly with Shopify, but if unresolved, I’ll need to explore formal channels to address the issue.”

💡 Filing a complaint with the Better Business Bureau (BBB) or Federal Trade Commission (FTC) should be a last resort if all measures fail. 

Step 4: Diversify Payment Processing

Take steps to start integrating platforms such as Stripe, Square, or PayPal to minimize future risks.

🔎 Pro Tip: Unsure about where to get started in choosing the best payment processor? No worries, check out  Chargeflow's guide on the best Shopify payment processors and compare options. 

Notify Shopify that you’re adding alternative payment gateways. This demonstrates proactive risk management and adds subtle pressure.

Quick Recap: Unlock Your Shopify Funds and Protect Your Business

Discovering that your Shopify funds are on hold can be stressful, but with this 3-Day Action Plan, you can resolve the issue quickly and safeguard your business. 

Recap of 3-Day Plan:

• Day 1: Act swiftly — review Shopify’s notification, prepare all necessary documentation, and reach out to Shopify’s support. 
• Day 2: Follow up persistently and escalate to Shopify’s Risk Team if necessary. 
• Day 3: Apply strategic pressure if needed and consider other payment processing options to eliminate this bottleneck moving forward. 

Always present your case professionally and proactively. This approach helps ensure your funds are released promptly while building a stronger relationship with Shopify.

How to Unlock Funds and Prevent Future Holds

Taking control now isn’t enough — preventing future disruptions is just as important. Here’s a proven checklist to protect your business long-term:

• ‍Reduce Your Dispute Rate: A high dispute rate signals a red flag to Shopify, increasing the chances of fund holds. Learn how Chargeflow automates dispute
• management to lower your rate and address issues early.
• ‍Strengthen Fraud Prevention: Implement tools like Chargeflow to detect and stop fraudulent transactions.

• Use Alerts to Stay Ahead: Tools like Chargeflow Alerts can warn you about disputes before they turn into chargebacks. This lets you take action and protect your store’s reputation.

• Clarify Store Policies: Ensure your store policies are clear and compliant when it comes to refunds, returns, and shipping.

• Maintain Compliance: Make sure your product descriptions are accurate. Follow all business rules set by Shopify’s terms of service.

• Diversify Payment Options: Don’t just rely solely on Shopify Payments. Add alternative gateways like Stripe, Square, PayPal, or other top Shopify payment processors. 

💡 Pro Tip: Proactively managing disputes and maintaining compliance shows Shopify you’re a trustworthy merchant, reducing the chances of future holds.  

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With this plan, you’re not just solving today’s issue – you’re building a stronger, more resilient business. 

Ready to safeguard your store and automate dispute management? Reach out to Chargeflow today to help protect your revenue so you can focus on growing your business.