Shopify Payments account under review: what it means and how to respond

Why reviews happen

Shopify says it monitors risk continuously, using many signals, and may act before card-network limits are reached. A review is one of the ways it does that. It is not necessarily an accusation; it is Shopify asking for more information about your business.

What a review can lead to

Shopify lists several possible measures: holding payouts while it reviews, asking for more documentation, a reserve, a custom payout schedule, and in some cases further review that may lead to closure. It does not publish a standard review duration.

Who can respond

Shopify says only the store owner is authorized to access Shopify Payments account details. If you are staff, bring the owner in early.

How to respond well

• Answer exactly what the notice asks, with genuine documents. Do not invent or alter anything to fill a gap.
• Shopify describes replying directly to its email about the hold as the fastest way to resolve it. Check the email is genuine first by opening your admin directly.
• Upload documents through the secure requests in your admin, not by email or chat.
• Keep a dated record of every message and every contact with Support.

Watch out for scams

People in this situation are targeted by offers to "unlock" payouts for a fee. Shopify says its Support does not make outbound calls. Nobody outside Shopify and its payment processors can release your funds.