Customer Payments Declining & shopify holding over $7000.00 USD of my money with no explanation.

jcorreia2018
New Member
4 0 0

I have been going back and fourth with Shopify for about a month and some days now. At first my shopify payments were not clearing because i did have my payment processors set up. I then fixed that and added my information so that i can have shop pay payment processors. I thought the problem was over then and there, but i didnt know i was just getting started. I then contacted Shopify after not receiving payout over a week, i then waited a week, Shopify then contacted me and said i should be receiving payouts by the end of the following day. The next day comes and nothing. I then contact them again and they say that their team will email me on the matter on why my payment isn't clearing. Which takes multiple days, they essentially put me in the back of the line again. I wait for 4 days and contact them again, they said that Shopify has sent me an email but i never received an email even once. I then sent them 3 different emails to use, they then say ok ill go ahead and reach back out to my team and they will send you an email resolving the matter asap. a week goes by and nothing. They keep putting me in this repetitive cycle with no real concrete answers and no hope. This is very frustrating as i need this money to pay for my customers orders and this is putting me through a very rough patch as i am a small business. All new orders i receive pay out but none of the old 6 orders i have received have been paid out, in fact the 6 payments that i received that were marked as "pending" for over a month were removed from my "pay outs" section. I now message Shopify support and they are confused on the matter on why the payments were removed. They of course say that they will email me on the matter but what do you know? they never do! I have tried to explain this scenario to them over 7-8 times but they never responded to me via email even once. Yes i have checked my support inbox too, which was no help because i had no concrete answers. Now i am hoping and wishing on a lucky star that Shopify can help me receive my $7k in payments as i've been going back and fourth for so long now i am starting to lose hope, further more i didn't know that Shopify would be this unprofessional and unhelpful. As if things cant get worse. I go and continue to do business through Shopify when suddenly all of my customers cards start declining, for no reason. I am super confused on the matter so i sent my self a $1 invoice to see whats up and even my card is declining. Yes all the information is correct. Yes i called the bank and my customers called their bank and they were confused as it didn't even show that the card was trying to be used so they couldn't help. Now whats the final answer if its not mine or my customers card or the bank? the middle man, aka Shopify. But yet i was still given no help.  Shopify support was 0 help and now i am wishing on a lucky star that ill receive my payouts eventually and the Shopify payment issue will start to work again...... 

Replies 6 (6)

rajimulislamjoy
Shopify Partner
187 16 22

@jcorreia2018  I'm sorry to hear about your frustrating experience with Shopify support and payment issues. It sounds like you've been through a lot trying to resolve this. Have you considered reaching out to Shopify's escalation team or exploring alternative payment options in the meantime?

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jcorreia2018
New Member
4 0 0

I go to shopify help and they never would allow me to contact them my self. The help team is acting as a middle man trying to resolve the issue for me, ive asked them many times if there is someone i can call or message to actually give me some help on the matter and nothing... They just say that they will email me and i still haven't received anything at all. It's been over a month. I am tired of going back and fourth when they clearly are no help. What else can i do to resolve this matter?

rajimulislamjoy
Shopify Partner
187 16 22

@jcorreia2018 I understand your frustration. If you haven't already, you might consider reaching out to Shopify's escalation team directly through their support channels or seeking assistance from a Shopify expert or consultant who may have more experience navigating these types of issues. Additionally, exploring alternative payment options or contacting your bank for further assistance could also be worth considering.

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jcorreia2018
New Member
4 0 0

Contacting my bank wont do anything as i mentioned that i have already done that and they could not help. How can i reach out to shopifys escalation team directly?

 

rajimulislamjoy
Shopify Partner
187 16 22

Reach Shopify's escalation team directly, you can request escalation through Shopify Support and express the urgency and severity of your issue. Alternatively, you can try reaching out to Shopify's social media channels or community forums for additional assistance.

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jcorreia2018
New Member
4 0 0

Still nothing worked. They said they will send me an email which never works. I have let them know that i havent recieved an email even one time out of the 5 times they sent it and i would like to stay on the line until this matter is fixed. They mentioned that, this scenario isnt possible and they will have to go ahead and email me even though i told them multiple times I have not recieved an email!!! I guess they got standard protocall on how to deal with shopify customers but in reality wont do anything!! I will be forced to leave shopify and go elsewhere if this matter doesnt get resolved...... My goodness what a nightmare of a scenario, i cant even get some real help.