Why did my option for activating Shopify Balance vanish?

[PlumeriaDepot]

Hello, my option to turn on Shopify Balance disappeared even though it was previously there! I have all the requirements, and I am based in the U.S.A. I just got my 1st order (from México) and I wanted to turn it on now, but the option disappeared and the support rep. had no answer for me. Is there something else that has to be done to make this option reappear? Why did this happen?

[Imogen]

Hi there, @PlumeriaDepot. Thanks for taking the time to come to the Shopify Community with your Shopify Balance question. It's great to meet you!

Thanks for letting us know that you've already taken some time to chat with our Live Team about this. As I'm unable to authenticate you here in the community, I'm unable to access any previous tickets you may have with our team. With that being said, I can provide some information here around Shopify Balance eligibility.

Eligibility for Shopify Balance is determined via several points of data that our systems use to find opportunities for offers. Our Financial Products Team is always working with our Partners to expand and grow our eligibility requirements, and as such, as soon as you are eligible for an offer, you will be notified via your Shopify Admin.

If you're looking for more information regarding this, following up directly with the email thread you have with our Live Team would be your best bet, as you're already authenticated via that support channel. 

Congratulations on making your first order! That's such an exciting development for you! Do you mind me asking for some information about your business? What sort of products are you selling? I'd love to take some time to explore your store and see the brand that you're building! 

[PlumeriaDepot]

Thanks for the response. I sell plumeria, and am based in U.S.A. The
support rep. told me she doesn't have an answer and said something very
similar to you, so it seems it'd be useless to follow up with that email.
Would you like me to send the support ticket here?

[Imogen]

Hey again, @PlumeriaDepot. Thanks for following up here.

I'm not surprised that you heard similar information from your previous conversation; frontline Support Staff like myself aren't able to talk about what specific information is used to determine eligibility beyond what I've mentioned for you here. With that being said, the information that's been provided does shed light into why the offering may have vanished.

Unfortunately, if you were to share your ticket number with me here, I wouldn't be able to access it. This is because I'm unable to authenticate you here in the Shopify Community Forums. Since we can't authenticate users here, we're unable to jump into people's account so we can protect their privacy and account details.

With that being said, you're already authenticated with the previous person you were chatting with if you reached out to our Live Team. If you have an email chain with us, the folks on the other end of the email can access account information and provide more context than I typically can. The best way for you to request more information on this would be to follow up with that email, due to that authentication factor.

[PlumeriaDepot]

She had said to me that there's no one else I can talk to. Is there another method of contact or someone else I can talk to that could give me more information? I need to get this set up and it doesn't make sense for it to just dissapear.

[Imogen]

Hi again, @PlumeriaDepot. Thanks for following up once again!

Unfortunately, there isn't anybody else I'd be able to get you in contact with regarding this situation. With Shopify Balance being offered on an eligibility basis, if you're not able to opt into it now through your admin, you won't be able to get it set up until it's offered once again.

I know that this situation isn't ideal, but we can remain optimistic about things! We do know that the Team is always working to expand the eligibility requirements to have Balance available for more merchants, more often. Along with that, considering that you were found to be eligible before, there is a good chance you will become eligible again! We just have to let this opportunity arise organically, as there is no way for us to speed up, or expedite, these processes.

As I had mentioned earlier, I'm unable to authenticate you here in the forums, so I can't comment on any reasoning behind why the offer may have disappeared. Situations like this do happen, however, and it's a matter of letting time pass to allow for the Balance offer to become available again.

If you have any additional questions about this, it's best to direct them to the email thread where you've been previously authenticated. This keeps all of the information you share with us attached to that ticket and to your account, and they can also see more information related to your account than I can here, meaning that they should be able to provide you more context than what I can offer.

Thanks again for reaching out! I do hope that Balance is offered to you again soon!