How to change address customer sees on bank statement

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New Member
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Hello,

 

I am using shopify payments to get payed.

 

When a customer is charged they see my store name that i picked  under ''Customer statement descriptor'' as well as a phone number. It shows my physical address and i  do not like this

 

I do not wish for their statement to show my physical  address  instead i want it to show a PO box on the statement

 

Any assistance on this matter is greatly appreciated

 

Obviously the customer did not send me their bank statement  i know the information being displayed because i charged one of my own cards to see the statement .

 

I spent more than half an hour talking to a rep on how to solve this on shopify customer service but it doesnt seem they know how.

 

They advised that '' there was an update that took off the feature''

According to the rep the Customer statement descriptor had an option for  for the name of the store, phone number and address , but i only see an option to change the phone number and name of the store on there no option for address

 

 

 

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Shopify Staff
Shopify Staff
748 42 132

Hey, @Tsunamiwave !

 

Katy here from Shopify. Thanks for reaching out, and welcome to our Community.

 

I can indeed understand your situation and apologies for any confusion thus far from chatting with our team. To give some more context, ultimately we cannot control what is on your customers' billing statement.

 

With each charge that is created, we are obliged to send all of the following fields to the bank:

 

  •  Business name and website URL
  •  Business email address, phone number, and address
  •  Support site URL
  •  Statement descriptor text

What is actually sent to each customer however varies based on: network, card brand, and issuing bank, and while the issuing bank may not explicitly add specific details as part of the statement descriptor, some things might be included by default since this is part of public business information that is sent.

 

That being said, there are ways that you can adjust this. As you have mentioned, the statement descriptor and phone number can be adjusted directly within your admin.

 

However, in your own case, for your postal address, this is a little different. Instead, this is linked to the initial information that you provided when setting up Shopify Payments. Provided that you have proof of this PO Box postal address, our internal team can help to adjust this for you. While the address may not be displayed at all, adjusting this info would ensure that your preferred address is the one that is being sent.

 

I have sent you an email to verify your details directly and to help begin this process if you could reply to me when you can, that would be great.

 

Cheers,
Katy

Katy | Social Care @ Shopify
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I have changed my address in other websites like shopify without the need to go through this

 

the option was there to change it but it doesn't appear to be on shopify

 

 

 

If you mean to change the address on the general section in settings that does nothing in terms of the billing statement as it seems to only be for customer invoices.

 

I am definitely SURE it displays the FULL address ( in billing statement)  because i tried more than 1 card and it did it to both .

 

Can you please clarify if the option to change it manually was even there to begin with at all? One of your reps said it was but that you took it off sometime this year, however after speaking with multiple reps on the phone regarding most issues it doesn't seem most of them are informed or knowledgeable or how to tackle most questions as i am always put on hold for nearly every question.

 

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Shopify Staff
Shopify Staff
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Thank you for your reply, @Tsunamiwave  and for sharing your thoughts and feedback.

 

I am sorry to hear that you feel this way about your interactions with our support team. We do pride ourselves on being very merchant focussed and I am sorry to hear that this has not been your own experience.

 

I had not been referring to the address in the settings > general, no. The information that you send to us when setting up your store, is different to that which you provide to us when setting up Shopify Payments. The latter, being separate, is used to create your Shopify Payments account with our banking partners. This has always been the case.

 

Once this address has been added during the initial set up for Shopify Payments, it cannot be edited from within the admin. I can confirm for you that this has always been the case too. The reason being is due to tax and safety purposes, as any changes like this will require a review of your account. This review needs to be carried out by our Financial Services team.

 

In terms of the address displaying on customer banking statements, I understand that you have been seeing this when testing this yourself. This is entirely possible. As mentioned, however, whether this is displayed or not, depends on numerous factors - although it may display for you, and some of your customers, it does not mean that it will display for all of your customers. The information displayed is ultimately up to the issuing bank, as part of their own internal measures.

 

That being said, I would love to help you with changing this address. Doing so will ensure that your preferred address will be shared with the issuing bank during each transaction. In cases when this information is made available by the bank (e.g. as with your own testing or customers who had contacted you about this), you can then be certain that it will be the address you want to be displayed.

 

Regarding any conflicting information that you have received, I would like to apologize for any confusion caused. This is something that I will examine in further detail and will share with our teams internally. Thank you for bringing this to our attention.


If you would like to proceed with the change of address linked to Shopify Payments, do please reply to me via email when you can. 

 

Thank you for your patience and understanding.

Katy

 

 

 

Katy | 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

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@Katy wrote:

Thank you for your reply, @Tsunamiwave  and for sharing your thoughts and feedback.

 

I am sorry to hear that you feel this way about your interactions with our support team. We do pride ourselves on being very merchant focussed and I am sorry to hear that this has not been your own experience.

 

I had not been referring to the address in the settings > general, no. The information that you send to us when setting up your store, is different to that which you provide to us when setting up Shopify Payments. The latter, being separate, is used to create your Shopify Payments account with our banking partners. This has always been the case.

 

Once this address has been added during the initial set up for Shopify Payments, it cannot be edited from within the admin. I can confirm for you that this has always been the case too. The reason being is due to tax and safety purposes, as any changes like this will require a review of your account. This review needs to be carried out by our Financial Services team.

 

In terms of the address displaying on customer banking statements, I understand that you have been seeing this when testing this yourself. This is entirely possible. As mentioned, however, whether this is displayed or not, depends on numerous factors - although it may display for you, and some of your customers, it does not mean that it will display for all of your customers. The information displayed is ultimately up to the issuing bank, as part of their own internal measures.

 

That being said, I would love to help you with changing this address. Doing so will ensure that your preferred address will be shared with the issuing bank during each transaction. In cases when this information is made available by the bank (e.g. as with your own testing or customers who had contacted you about this), you can then be certain that it will be the address you want to be displayed.

 

Regarding any conflicting information that you have received, I would like to apologize for any confusion caused. This is something that I will examine in further detail and will share with our teams internally. Thank you for bringing this to our attention.


If you would like to proceed with the change of address linked to Shopify Payments, do please reply to me via email when you can. 

 

Thank you for your patience and understanding.

Katy

 

 

 


Katy, I would like to change the business name the shows up on my customers bank statement. Is there a way to do this without creating an entirely new Shopify store?

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New Member
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Hi Katy, I would like your help in changing the store name and address that may show up in my customers billing statements. Thanks!

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New Member
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Hi @Katy ,

I also have an outdated address associated with my account. How can this be modified?

Thank you!

Jillian

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