Shopify Balance Account Issue - Evolve to Fifth Third, Deposit Not Settled Correctly

[deliciouslymkt]

Before Shopify initiated the transition from Evolve Bank & Trust to Fifth Third Bank as the provider for the Shopify Balance accounts there was a transaction that hit my Balance Debit Card that was fraudulent and I opened a dispute. On April 26 I was made aware that the dispute was settled in my favor and that the amount owed would be refunded to my account. And, I see that it was deposited to my account. Unfortunately it is to the account that was provisioned by Evolve and that I seem to no longer have access to. It has not been automatically transferred as Shopify said would happen as the transition to Fifth Third occurs. 

My feeling is that access to the old account should be left open to the account holder. Why as an account holder would I have no access to an account open in my name?!

I have contacted Shopify Support twice and they do not seem to understand what I am talking about, nor has there been any follow-up as promised. While this may not be a lot of money, it is money that is mine and owed to me, especially maddening as this mess is related to fraud.

[Kudosi-Carlos]

Hello @deliciouslymkt

I ran into something similar during Shopify’s bank switch, and the key is getting it in front of the Shopify Balance Finance team, not standard support. Here’s what worked for me:

1. Open a dedicated Balance support ticket

Go to Shopify Admin → Help → Contact support, choose Account & Billing, then Shopify Balance.

Clearly state: “I’ve received a refund to my old Evolve-provisioned Balance account (now inaccessible), and I need those funds transferred to my new Fifth Third Bank Balance.”

Include the transaction date, amount, and any dispute reference number you were given.

2. Email Balance Ops directly
If you haven’t heard back in 48 hours, send a concise note to balance-operations@shopify.com (the team that handles payouts and bank transitions). Copy in your ticket number. Keep it short and factual:

Subject: Urgent: Transfer of Disputed Refund from Evolve to Fifth Third
Body: [Store name/ID], refund TX #____ dated ____, amount ___, originally in Evolve account—please move to my Fifth Third Balance.

3. Follow up via phone
If email still stalls, ring Shopify Support at your region’s phone number and ask them to escalate your “Balance refund transfer” request to the Finance team. Having your ticket and email trail handy speeds that up.

4. Verify once transferred
When they confirm, log into Shopify Admin → Balance to ensure the funds appear in your Fifth Third account.

It shouldn’t take more than a few business days once it’s in the right inbox.