Escalating Credit and Balance Payment Issue

Shopify Partner
1 0 0

I have been trying to use my credit card and it has been blocked for “failed payment”. Yesterday, I spent a large part of my morning on chat trying to resolve a fairly simple issue that no one can seem to help me with. I made a credit card payment in the full amount 4 days earlier than the scheduled amount. The payment was deducted from my Shopify Balance account, which I have full proof of. After the rep transitioned the conversation to email, not only have I not heard anything back, the system now says “failed manual payment” even though my Balance account clearly shows money was taken. Additionally, my account now shows that I have to remake the payment yet Shopify already has the payment. I need help ASAP. If the payment isn’t being recorded, I need the full amount refunded to my Balance account to ASAP.

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