Customer Chargeback and Reserves

New Member
1 0 0

We had a customer that states he did not receive his product and initiated a chargeback.  On that same day, it appears that other unrelated orders for other customers had their payouts withheld (in whole or partial).  How do I get a detailed accounting of which orders were affected?

Shopify Staff
Shopify Staff
769 75 150

Hey there, @chris_sure 


Bo here from Shopify Support! 


That is an interesting question. I am sorry that this has happened to you. When you say that you had reports of other customers having their payouts withheld do you mean that the payments were not captured or that your payment provider did not pay them out to you? Are you using Shopify Payments? If so, I would like to take a closer look at this. 


I look forward to hearing from you,


Bo | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog