Shopify Payments payout on hold: what Shopify says

OFFICIAL You can still use your store while your Shopify Payments account is on hold, but you cannot receive payouts through Shopify Payments until the reason for the hold is resolved.

OFFICIAL The best source of information is the notification in your Shopify admin or the email sent to the store owner.

OFFICIAL The fastest way to resolve a hold is to give the information that was requested and to reply directly to any email from Shopify.

OFFICIAL Only the store owner can see the Shopify Payments account details and resolve a hold. Staff members may only see a generic prompt.

OFFICIAL If Shopify's banking partners need more information about your business, your account is put on hold until your details can be verified.

OFFICIAL In most cases customers can still check out during a hold, but you are not paid out for those orders until the hold is resolved. In some cases the store cannot accept new orders.

OFFICIAL A hold from a creditor or legal action is placed by the payment processor. Shopify cannot remove it: only the processor can, after it receives a release from the creditor.

OFFICIAL A reserve is a temporary hold on a portion, in some cases the full amount, of the transactions processed through Shopify Payments, for a specified period. The terms are sent by email.

OFFICIAL A reserve can be a fixed amount or a percentage of each transaction. Shopify's example: 10% of each transaction held for 120 days. That is an example, not a standard length.

OFFICIAL The Payouts page shows your payout balance and your reserved funds. Reserved funds cannot be accessed until the reserve period ends.

OFFICIAL Each reserve has an expiry date, and a risk assessment decides whether to lift, keep, reduce or increase it.

OFFICIAL To appeal a reserve, reply to the email with the reserve terms within the stated timeframe. Some reserves cannot be appealed: if the email lists requirements, the reserve is removed automatically once you meet them.

OFFICIAL When a reserve ends and no extension is needed, the reserved amount is included in upcoming payouts. It might take several business days.

OFFICIAL Shopify names these signals for a reserve: long billing cycles, elevated chargebacks, a higher refund rate, long delivery times and sharp volume surges.

OFFICIAL Payouts follow business days only. Weekends and holidays do not count.

OFFICIAL After you change to a new external bank account, payouts are temporarily paused for 3 to 5 business days.

OFFICIAL After that pause ends, the next payout is scheduled within 2 business days.

OFFICIAL Payouts for new merchants can take up to 5 business days.

OFFICIAL A custom payout schedule can be imposed on higher-risk businesses. Payouts might then take from 5 to 20 business days.

OFFICIAL After a payout is marked Deposited, your bank typically needs 1 to 3 business days to process it.

OFFICIAL A negative balance from fees or refunds that exceed your earnings can reduce a payout.

OFFICIAL Shopify Support cannot shorten a custom payout schedule or settlement time on request.