Account frozen due to a technical bug in Shopify

[svelu]

One of our Shopify stores froze due to a technical glitch in the payment processing. 

The store location is Shopify India. We are a registered partner with Shopify and support some accounts globally. 

The issue as we speak:

1. Shopify Billing Payments are automated with auto-debit (default)

2. The auto-debit payment limit in Indian accounts is automatically set for Rs.15,000/- and there is no provision to increase the limit.

3. If the bill value exceeds Rs.15,000/-, the payment fails, which is currently our case.

4. Intermediate, the processing time for these payments is 2 days per processing.

5. It fails after 2 days as Shopify billing won't have authorization above Rs.15,000/- (refer to point 2)

6. If we change the payment type or bank card, it still goes through auto-debit, and the limit is again set only for Rs.15,000/-. It processes for 2 days and fails again. 

7. This is an endless loop. 

Earlier, we had an option with Shopify billing for a one-time settlement, and when the Shopify store bill fails, we will use that option to settle the bill using a one-time settlement, which has recently been removed (wondering).

Since Jan 2025, we have been facing this issue for several of our accounts, and one of the stores is frozen now. 

The new Shopify chat support can only provide auto-response and no help finding a resolution. 

The standard response from chat support is to check with the banking provider. When we clearly attempted multiple payment methods using various cards, U-P-I, and more, there seemed to be no agreement with the auto-chatbot.

This is a clear technical glitch from Shopify, but the customer must pay the penalty with an account freeze. 

We are clueless about how to address this issue and how to escalate this to the technical team. 

As far as your bill value is less than Rs.15,000/- no problem; if this exceeds, it's a painful journey to keep your account active in Shopify recently. 

Our client's account is still frozen, and we have been waiting to hear back from their billing department for a few days. 

Can we get help from experts to solve this issue?