Hi, the merchant’s store is frozen; she doesn’t want to keep it, so there’s an unpaid balance, and the store can only be reactivated once that’s paid. But she still needs an export of all her payouts for her accountant.
Is there any way to export the payouts without reactivating the store? Can Shopify support do that? I tried asking them, but it felt like one AI handing me off to another AI, so I’m still not sure. They said there is only one way: pay the balance, activate the store, export the payouts.
Does anyone have any experience with the people from support who could achieve that? Thanks
Based on my understanding if the store is frozen due to an outstanding balance access to the Shopify Admin is generally restricted until the balance is paid. If Shopify Support has already confirmed that reactivating the store is required to export the payout reports, then that is likely the standard process.
That said since the reports are needed for accounting purposes it may still be worth asking Support if they can manually provide the payout history or escalate the request to the appropriate team. I can’t say whether they’ll be able to do it, as that depends on Shopify’s internal policies but it’s probably the only alternative worth exploring before reactivating the store.
Hopefully someone who has dealt with a similar situation can share their experience as well.
As far as I know, if the store is frozen due to an unpaid balance, Shopify generally restricts access to admin data until the account is reactivated. If Support has confirmed that reactivation is required before exporting payouts, there may not be another self-service option. It may still be worth asking Support to escalate the case to the Billing or Account team, especially if the payout export is needed solely for accounting or tax purposes, as they may be able to advise if any exceptions are available.
According to the current policy of Shopify, if the store is restricted due to the outstanding balance, then access to the Shopify Admin will be denied until the full balance has been cleared. In case the support has already confirmed that, in order to get the payout reports, reactivation is the only way.
You still have the option to request support to escalate your request to the Billing team, since it is quite possible that you will need the reports for the purpose of taxes or accounting; therefore, exceptions may happen. If there are no other solutions, you could reactivate the store for a short period of time in order to export the payout reports.