Regional Support: Payments (UK)

Victor
Shopify Staff
Shopify Staff
789 68 194

Hi @Adamdw03,

I would recommend contacting our support team so that they can authenticate you on the store and reach out to our Payments team about changing the name we have on file for your Shopify Payments account. If you have not yet activated Shopify Payments, you can provide the name of your parent when activating the gateway.

Please let me know if you have any issues contacting our team.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Motohaus_ecomme
Tourist
5 0 1

Hi Victor,

Please can you ask your Shopify Payment support team to make contact with us regarding our latest shop - https://sw-motech.myshopify.com/ 

This is our third Shopify shop launched since August 2020 and each time the authentication process to get approval for Shopify Payments has been drawn out and un-user friendly. E.g. The Submit Documents button does not do anything by reload the page. Inability to correspond the name of the business owner on the submitted documents, and the copy of a Utility Bill - as it is unclear whether the "Account holder" should be our business name (the company that operators various different Shopify shops) or the name of the business owner?

Our other two shops also needed direct support from a Shopify Payments consultant before they were quickly approved. It does point to a problem with the online authentication process.

Thank you in advance for your assistance.

Kind regards,

Wayne 

Victor
Shopify Staff
Shopify Staff
789 68 194

Hi @Motohaus_ecomme,

I'm sorry to hear that you're having issues getting Shopify Payments activated and approved on your store, but I'll be happy to help. Were you able to get the documents uploaded in the end, or did the error keep occurring?

In terms of the name, we generally just require a name on file for the account, whether this is the business owner or someone else running the online store for the business. The documentation provided will allow our team to verify that person's identity and have them on file as the point of contact for the payments account.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Hello;

Our company uses an American bank account. But we moved our company to the United Kingdom. We are using the Revolut bank account in the UK. We want to replace the Bank account information with the information of Revolut Bank via Shopify payments.
I am having trouble at this point. I need some information ....

1 - Can I get paid from my US customers with Revolut? (The majority of our customers are American)
2- How can I access "Routing Number" to define bank account information.

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Motohaus_ecomme
Tourist
5 0 1
Hi Victor,
I think part of the confusion from our side is which proof of address is requested... The proof of our business address (a copy of a utility bill for the company), or the proof of address for the business owner (a copy of his utility account)?
We have uploaded a copy of the business owner's drivers license and a utility bill. And it status is 'Account of Hold', which I assume is while they are checking the documents? It's a wonder that we need to redo this frustration process with each new Shopify website we bring online. It would be much more practical for one account to manage numerous websites.
Are you able to look into the status of our Shopify Payments application, Victor?
Kind regards,
Wayne

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Victor
Shopify Staff
Shopify Staff
789 68 194

Hi @Motohaus_ecomme,

Okay, I see—thank you for the additional context. I cannot check the status of your Shopify Payments account now as it is not possible for me to authenticate you on the Shopify Community, but I will be happy to send you an email shortly so I can authenticate you on the store there. Once this is done I can take a look and touch base with our Payments team if more help is required. It is entirely possible that the account is just on hold whilst the review of the documents is taking place, but I can check for you to make sure.

I will send you an email shortly so please look out for that and get back to me there.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Motohaus_ecomme
Tourist
5 0 1

Hi Victor,

FYI We still await to hear from someone in the Shopify Payments account processing department.

How do you advise we overcome the current challenge?…  We have submitted the Photo ID of the business owner/md, but it seems that either the system that auto scans the submitted documents, or the person who looks at it, does not understand the layout of an UK Drivers License. We are stuck in the message, “Your Photo ID name does not match the name on the account.” It does, but the UK Drivers License lists the surname on the top line, and the first and middle names on the second. And we believe this is what is confusing the application process, and where our account request is stuck.

This was a similar challenge with the past two Shopify Payment accounts we have opened for our other current sites, but I think a physical intervention got us past this point.

Any assistance is much appreciated.

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Victor
Shopify Staff
Shopify Staff
789 68 194

Hi @Motohaus_ecomme,

This is not something we can discuss in more detail here as I cannot authenticate you on the store through the Shopify Community, and I will likely need to take a look at your store's admin and potentially reach out to our Payments team for more information. I sent an email to the email address linked to your account here last Thursday (21st Jan) but have not yet received a response—please check your inbox and get back to me there so that I can authenticate you and take a closer look at the situation.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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joideas4
New Member
2 0 1

Just got the email regarding not returning processing fee on refunds.

"We will no longer return the original Shopify Payments fee collected when a refund is processed. This is consistent with our existing Shopify Payments Terms of Service and unlike other payment processors, we will not charge an additional fee for processing a refund."

This really effects UK merchants as we are legally obliged to refund the full amount.  UK merchants are also not allowed refund less processing fee or to charge a processing fee at time of purchase.

Please can you reconsider this punitive fee?  

I sell some products which are made to order and have a long lead time (40 working days).  Customers sometimes do not read how long it will take and with it being a made to order item the the refund laws are different.  I call the customers before the product is added to the manufacture queue to check the 8 week lead time is ok.  Some cancel, some are happy with the wait.  Now if I get a customer who hasn't read the description wants to cancel this will cost me £15.  

Please can Shopify come up with a fairer solution than this.  UK merchants can not protect against these losses. 

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Zackspalace
New Member
1 0 0

Hi Victor, I have had a terrible last few months just as I was ready to launch my business, 2 family members died and I have been out of work. I owe $49, my next paycheck will be 5th of next month (April). Is there any chance at all I can have my services restored so I can open and make some money and at least worst case pay anything outstanding on the 5th of next month. Thanks for your help.

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