Shopify payment

[Luisa6]

After a 6 months test period with one of our shopify accounts, we migrated our 3 Shopify accounts from Stripe to Shopify payments in 2023. Up to this week we were fully satisfied but today we are desperate.

October 25th Shopify payment sent us an email asking for an update about our informations (a recent document with the company address). We are used to answer this request and we uploaded our last utilities invoice (October 26th after a lot of uploading difficulties and tried with PCs computers ans browsers )

Today, October 30th, after 4 chat with the assistance, our Shopify payment account is still suspended. We cannot transfer from Shopify account to our bank account but worst we cannot capture any payment (except with PayPal)

In the same time, during this last 7 days (our account has been suspended 23rd) our global trafic has been multiply by 3 and our conversion rate divided by 3. That means we have already lost $15,000 revenue.

Conclusion

1- We used stripe from 2018 to 2023 without any issue.

2- Shopify payment can decide to suspend your payment capture one day to another.

3- Shopify assistance with humans is worth no more than IA Assistance

4- You can't go back to Stripe without shopify invoices department authorization

5- We are stuck in this mess without any solution

And +

Our 2 others shopify accounts (same company, same bank account...) continues to work with shopify payments without any trouble.

[SealSubs-Roan]

Hi @Luisa6 

Since this is an account issue, you are on the right track by reaching out to Shopify support as they are the only one who has a better view of your account. Based on experience, issues like this will take some time to be resolved however, follow up with your case from time to time via live chat instead of email or ticket to avoid making it further on the queue.

[Luisa6]

Thanks but our shopify payment account has been suspended 7 days ago... That means 7 days without capturing any payment (except paypal) that means +$15,000 lost. Our 2 other shopify payment accounts still work properly... This is unacceptable, we are a fully legal registered company with 3 7 years old shopify accounts. that is how they consider their oldest clients !

[joshuaogang]

Hi! I’m planning to integrate only PayPal payment. Would that be viable? Sorry to interrupt with your problem.

[Luisa6]

It depends on so many things... The country, the kind of customer... you are targeting. Paypal is 30% of our payment on one of our shop, 15% on the other one and 40% on the third one. I thought about stopping Paypal payments because of abusive claims of the customers but finally we calculated the cost and integrated it in our pricing. 

[joshuaogang]

I see, appreciate the response! So overall, I should still integrate Shopify payments to give customers more options. However, my problem is I don't reside in the US, and I want to target customers from there, which is not very viable right now.

[kelvinlangatlaa]

That's okay 

[kelvinlangatlaa]

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@joshuaogang wrote:

Hi! I’m planning to integrate only PayPal payment. Would that be viable? Sorry to interrupt with your problem.

---

Okay 

[Luisa6 · Accepted solution]

Finally, after sending tons of email to all the shopify staff via linkedin, this issue is solved. shopify just asked for an IDcard photo and 5 minutes after our account has been re.activated without any explanation or apology... 10 days without payment solution except Paypal

[Moises1993]

Hello Luisa, 

Can you tell me if you have the contact of the person who helped you?

Do you know anyone on linkedin? 

I'm going through the same situation.

[Tmax]

Hi

Nobody helped me but I went to linked in, targeted C-levels of Shopify, explained the situation in a few words, mentionned we were with shopify last 7 years with 3 accounts and the day after the issue was solved.

[kelvinlangatlaa]

---

@Luisa6 wrote:

Finally, after sending tons of email to all the shopify staff via linkedin, this issue is solved. shopify just asked for an IDcard photo and 5 minutes after our account has been re.activated without any explanation or apology... 10 days without payment solution except Paypal

Okay 👍 

---

[kjproweb]

Luisa6,

I carefully read the difficult situation that your company is facing with compounding financial losses. Hopefully, the Stripe and/or Shopify Payments situation will get resolved quickly.

AN EXCELLENT ALTERNATIVE SOLUTION

Pay-By-Bank technology allows website visitors the option to check out and make payments by logging directly into their bank account. No credit cards or debit cards are involved. Pay-By-Bank, (also called 'instant ACH debit') is a collaborative effort of Green Money Payments and Plaid. 

How Does Pay-By-Bank™ Work?

1. When it's time for a website visitor to check out and pay, they simply select their bank from a list of over 13,000 US domestic banks and credit unions already connected to the platform.
2. Next, the customer logs into their bank using the same Password and User ID they've always used to access their bank account. 
3. After logging into their bank account, the buyer will confirm the purchase amount and hit 'Accept'.
4. Transactions are completed within seconds.

Funds automatically settle in the merchant's bank account either the same day or the following business day.

This alternative payment solution seamlessly integrates into Shopify. Your website can be ready to take payments again within 24 hours.

Feel free to send me a private email message, and I'll send you a hyperlink or Get Information Here. 

All The Best,

Kevin James

Shopify Approved Partner

[Rejot]

Have you tried third party Stripe integrations, if not check this solution:

https://community.shopify.com/c/payments-shipping-and/how-can-i-accept-ach-payments-or-e-checks-on-a...

it supports many payment methods supported by your Stripe account

[Luisa6]

It seems Stripe is the payment gateway behind shopify payment so you can't use stripe as long as your shopify payment account is suspended. Finally, after 10 days, Shopify has re.activated our shopify payment account without a word and without apologize.

[maxtar333]

It’s incredibly frustrating to hear about your experience with Shopify Payments, especially given the significant revenue loss and the lack of effective support during such a critical time. Issues like these highlight how vital it is to have a reliable payment processing system that doesn’t disrupt business operations.

If you're looking for an alternative to complement or even replace your current setup, I’d recommend exploring paykassma.partners. It’s designed for businesses that prioritize seamless payment processes and provides excellent support to minimize disruptions. Many companies have found it a lifesaver for managing payments securely and efficiently without unexpected roadblocks.

Switching or diversifying your payment platforms might help you regain control over your transactions and avoid situations like this in the future!

[Bee888]

Shopify has been holding my payments for 8 weeks now! Due to an increased number of returns, they are probably flagging this because customers report a return via Klarna, and then Shopify Payments assumes there's an issue.

I contact support every day via the chat, and every day I get the same response: they're working on it, it's busy, there was a weekend—so many lies. I've only been with Shopify since October; before that, I had a WooCommerce store. I wish I had never switched.

I need my money—I can't do anything like this. I can't pay my bills, I can't pay taxes.

How can they just hold my money for 8 weeks? Who can help me? Who should I contact on LinkedIn? Do you have any names for me?