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.

[BaseGrooming]

Hi, my pay outs have been blocked for over 2 months now. I’ve submitted all my documents multiple times.

[Victor]

Hi @BaseGrooming,

Thank you for reaching out. I would suggest reaching out to our support team so you can be authenticated on the store and then discuss the matter with someone at Shopify. If you have a ticket number, we should be able to take a look at the ticket and check on its status.

Kind regards,

Victor | Shopify Social Care

[BaseGrooming]

Ticket number: 19661015

[Victor]

Hi @BaseGrooming,

Thank you for providing that number. I will look into this issue for you and will be back in touch over email shortly.

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!