Varying credit card Transaction fees from 2.4-6% for transactions

[melissam]

We have major fluctuations in what credit cards charge per transaction. They range anywhere from 2 - 6% fees. 

There is no rhyme or reason. One Amex may have a 2.4% and another may have a 6% fee. Is anyone having these fees? I mean, the standard rates don't say - A charge somewhere between 2.4 & 6%...it says 2.4% and 3.4%

[Olivia]

Hi, @melissam!

Thank you so much for reaching out to our network and sharing your concerns.

To emphasize, there are no circumstances in which you would be charged more than the aforementioned credit card rate that is applicable to each transaction. In your case, AMEX rates are 3.4% + $.30 for online transactions with domestic and international cards, and that rate drops to 2.4% + $.30 for in-person transactions.

Now, you may be seeing a larger fee depending on varying other factors, besides the credit card rate. Some Shopify Payments processing fees to consider include:

• credit card rates are not returned with refunds
• if you are selling and getting paid in different currencies, exchange rates also apply
• cross border fee may apply depending on country of origin

If you suspect your rate is higher still, then we can definitely help you investigate to see if that is in fact the case. Since this will require secure access to your transactions and store, I recommend that you reach out directly to our Support team so we can log in to better assist.

We look forward to supporting you,

[melissam]

Hi Olivia:

i've contacted support three times now and my last experience the support said that credit card companies charge whatever they want. 

Here is a spreadsheet of financials we pulled. If you look at column J & K, it shows what we were charged in CC fees and the percentage that equates to. it fluctuates all the way up to .06. 

I'm happy to jump on a call to. I am racking my brain as to why the Credit card fees, or any other fees would fluctuate so much. 

[Olivia]

Thank you for your reply, @melissam.

I appreciate the added context and can certainly understand the need to know where fees are being added.

As per my initial reply, while your credit card rate is set that does not mean other fees may not apply to certain transactions. Based on the fluctuating rate, we can assume that the fees you are referring to include the credit card rate in addition to other applicable Shopify Payments processing fees which changes depending on the transaction details.

While I did share the scenario examples above, I cannot provide answers or context based on the spreadsheet you shared alone. This is a very individual case by case basis, that requires a specific look at transactions in question.

As this is a public space, we cannot access your account for security and privacy reasons. I understand you've already connected with our Support team so I want to share some tips to help you get the answers you need:

• As opposed to general rate questions, inquire about specific transactions
• If you are unsure about total fees on a transaction, ask for an escalation to our Shopify Payments team
• Since this is an issue with payouts, you must be the Account Owner on file. If you are not the listed Account Owner, have them connect with us directly. 

This will not only help speed up the investigation, but also ensure you get the support you need.

Warm regards,

[melissam]

Hi Oliva:

The thing is that we only use Shopify Payments on our website - The other two sections don't apply. I'll go ahead and reach out again. 

thank you so much,

Melissa

Melissa

[Olivia]

Thanks for following up, @melissam!

I definitely understand the confusion here, as some of those fees do still apply while using Shopify Payments. I appreciate your understanding and reaching out again upon request. I trust you were able to get your ticket escalated, and will receive the insight you are looking for.

For any future readers that may come across this thread, don't hesitate to follow-up using the steps above as well.

If anything is ever unclear, we are happy to provide further context and investigate. 

Warm regards,