Regional Support: Payments (UK)

[Victor]

Learn more about managing your payments while running your Shopify store in the UK.

This thread is part of the Regional Support threads offered for merchants in the United Kingdom. To see which other topics are available, you can visit the UK hub here.

Shopify Payments is available for businesses that operate in the United Kingdom and can be used to accept payments made by customers with Visa, Mastercard, and American Express debit and credit cards.

The cost of using Shopify Payments is dependent on which subscription plan you have chosen, with higher plans offering lower credit card processing rates. A full breakdown of these fees can be found on our pricing page.

To receive payouts, merchants will need to connect an account that:

• Accepts payments in GBP currency
• Is provided by a physical bank in the United Kingdom
• Is eligible for FPS transfers

Some types of businesses and services are not permitted to use Shopify Payments. Prior to signing up, review our list of prohibited businesses to confirm whether your business is eligible.

If you do not believe your business is eligible, or if you want to check alternative options, you can view the full list of integrated payment gateways for merchants in the United Kingdom. Orders processed via third-party payment gateways are subject to transaction fees, unless you have these gateways activated alongside Shopify Payments as your primary gateway.

If you have a question or comment to make about processing payments on Shopify in the United Kingdom, please post it below.

[ESRA]

I am new here and trying to figure everything out.

i will start with print demand. Will the products be posting from uk or usa ? i will use printify. They show only $ is there any way to change it to £ 

[Victor]

Hi @ESRA,

Thank you for reaching out with your question. This totally depends on which print-on-demand service you are using, and where there products are located. They have have a warehouse in a single location or potentially numerous ones you can choose from. Judging by Printify's app page, however, it looks like they have a wide variety of locations you can use:

A comprehensive network of Print Providers for faster fulfillment, with more than 90 locations to choose from, including the US, UK, China, Australia, Germany, the Czech Republic, and many others.

My recommendation would be contact Printify directly if you have further questions and their fulfilment locations. They can be reached at merchantsupport@printify.com.

Kind regards,

Victor | Shopify Social Care

[Tadhgoc2]

hello so my account was charged today  i was planning to close the store at 12pm since i had no sales and i was just testing my first store ever to learn i was not planning on buying a plan when i came back i was shocked my bank account was billed of the plan that i did not want. i can't just lose that money knowing im a student and i really need it. I have closed my store now and looking can I get a refund on my subscription ? 

[Victor]

Hi @Tadhgoc2,

Thank you for reaching out. I will need to authenticate you to take a closer look at this so will be sending you an email shortly to discuss this with you. Please look out for that and get back to me there.

Kind regards,

Victor | Shopify Social Care

[Hakk]

Hi i need some assistance regarding a payment that a customer has said he has made and an order shipped but isnt showing as being due to be paid to me?

[Victor]

Hi @Hakk,

Thank you for posting your question. When was this order placed and paid for? Do you know how the customer paid for the order? If you go to the Orders section of the admin and click on the order in question, it should show which payment method was used in the order timeline. Please let me know and I can then take a closer look at this for you.

Kind regards,

Victor | Shopify Social Care

[richard777]

i have that message in my dashboard

Your payouts from Shopify Payments are on hold while we review your account

notice ;I didn't receive any email from shopify

Please help me 

[Victor]

Hi @richard777,

Thank you for getting in touch. Our payments team may place a temporary hold on Shopify Payments payouts whilst a review takes place; this is a fairly common practise and is not an immediate cause for concern. When did you first notice this message? Have you been asked to provide any documentation?

Kind regards,

Victor | Shopify Social Care

[richard777]

When did you first notice this message?

 First day when i added shopify payement ( Before 4 days )

Have you been asked to provide any documentation?

no i didn't receive any email about that

[Victor]

Hi @richard777,

Okay, thank you. I will need to take a closer look at this to find out more about the status of your Shopify Payments account. To do this, I will need to authenticate you, and this cannot be done here. I will send an email to you shortly so please look out for that and get back to me there.

Kind regards,

Victor | Shopify Social Care

[richard777]

ok sir am waiting for your email 

thank you 

[Victor]

Hi @richard777,

I sent the email to you on Thursday, and it was sent to the email address linked to your Shopify Community account. Please check your inbox and get back to me when you can.

Kind regards,

Victor | Shopify Social Care

[Yellowbourbon]

Hi Victor

After uploading my documents as requested I a getting this message

Some of the information you provided for Shopify Payments couldn't be verified. Please contact support to complete the verification.

I hit the contact support button but could get no useful information on how to proceed.

Please let me know what I need to do now.

Kind regards

Steve 

[Victor]

Hi @Yellowbourbon,

Thanks for getting in touch. In order to take a closer look at this for you, I'll need to authenticate you on your store and this cannot be done on the Community Forums. I will send an email to you shortly so we can discuss this issue in more detail.

Kind regards,

Victor | Shopify Social Care

[Andrew_Esmond]

Hi,

I have a customer who abandoned a checkout but tells me she has a Shopify charge for the amount the purchase would have been showing on her account. I can see the checkout was abandoned and no order was placed. Payment capture is set to automatic. 

Is this likely to just be an authorisation that will reverse automatically in a few days?

Thank you!

Andy

[Victor]

Hi @Andrew_Esmond,

Yes, this is likely correct. If the merchant has attempted to pay by card but they were unable to complete checkout the authorization for the payment may appear on their bank statement as a charge, even if the funds were not captured. This should drop off in time, or the bank statement may show a credit or reversal worth the same amount as the charge.

If the merchant paid via PayPal or another third-party processor, it's possible (but unlikely) that the charge was processed but this was not correctly communicated to Shopify, meaning the order appears as an abandoned checkout even if the funds were processed. I'd recommend keeping in touch with the customer and if they do not see a reversal or credit for the charge within a few days of their attempted order, we can investigate further.

Kind regards,

Victor | Shopify Social Care

[RobertW]

Hi

Why should merchants change to one on the below gateways when the Gateway in use is PSD2 compliant already (Windcave)

·  Checkout.com ·  Cybersource ·  Realex  ·  Monei ·  Adyen

2. Connect your payment gateway to Cardinal, a 3DS provider that integrates with third party payment providers.

[Sanlow]

Hi Victor

We have made our first sale.  However Shopify have marked this high risk and are holding payment I believe until 18 December.  Order was placed on 13 December. have also stopped the Shopify payment gateway and quoted B5 of the conditions.  We do have a permitted business as an online retail store selling e-scooters.  How do we verify the customer ID and resurrect the Shopify payment gateway, as this is our only means of accepting payment.  I have responded to the email from Operations, but have yet to receive a reply, and I have also sent a chasing email.  How can we sort out this problem please?  We suspect the transaction may be fraudulent and do not want to fulfil a fraudulent order.  Thank you for your help.

[Victor]

Hi @Sanlow,

Thank you for reaching out and for detailing the situation. I will need to authenticate you on your account before I can look at your store or any relevant correspondence between yourself and our internal team, so will send you an email shortly in order to do this. Please look out for that and get back to me there.

Kind regards,

Victor | Shopify Social Care

[jprgs]

Tell me about the best Shopify Payments setup for UK stores selling to the US?

This is my first time using Shopify, I tried to download a related video, please check this out https://www.youtube.com/watch?v=ZQYEUmoA3U8 if this is correct. Thank you! 

[Adamdw03]

Hi @Victor 

I recently came to realise I was too young to open a store as it came up asking for verification. I saw however you can have your parents act as the account owner. How can I do this, as very soon I will have orders coming through and will need to be able to withdraw the funds to my bank account.

thankyou

[Victor]

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

[Motohaus_ecomme]

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]

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

[Bouletta]

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.

[Motohaus_ecomme]

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

[Victor]

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

[Motohaus_ecomme]

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.

[Victor]

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

[joideas4]

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. 

[Zackspalace]

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.

[Victor]

Hi @Zackspalace,

Thank you for getting in touch and I am sorry to hear about the tough times you have been through of late. I would recommend reaching out to our support team, as they will be able to authenticate you on the store and take a look at your current billing situation and store status. You can explain your situation to them and they will be able to guide on what's possible moving forward.

Kind regards,

Victor | Shopify Social Care

[NickWhite]

I already have a merchant account with Braintree, which includes 3D secure. However, on setting up the credentials in Shopify, it says I still need Cardinal 3D secure which is a lot of extra cost and delay. Is there any workaround?

I guess the alternative is Shopify payments, which will also cause delay to get setup.

Any insights appreciated!

[Victor]

Hi @NickWhite,

Thank you for getting in touch with your question. Can you tell me if you are able to proceed with activating the Braintree gateway without also entering in any Cardinal credentials, or can you not proceed until you do so?

Kind regards,

Victor | Shopify Social Care

[NickWhite]

Hi Victor

It does appear to have activated, but has a message at the top: "You must enter your Cardinal 3D Secure credentials below to comply with European PSD2 regulations. Learn more about setting up 3D Secure with Cardinal"

And a checkbox to enable 3D Secure with Cardinal at the bottom of the page.

Can I just ignore it?

Thanks in advance.

Nick