Can’t transfer the ownership due to an active Shopify Balance.

[Brands888]

Hi everyone,

I sold my business, and unlikely my previous business sold, on this Shopify store, I used Shopify balance.

 Now that it’s time to transfer the ownership I can’t do that by following the standard procedure and it’s written a notice that I have to contact the assistance. The balance is 0 now.

I contacted the assistance which was totally unhelpful and escalated the case to the internal team. 24 hours passed and I am still unable to transfer the ownership or get any update on this.

This is a very poor experience because transferring an asset is a delicate procedure and waiting for many days for the internal Shopify team to provide support is not helping a smooth transaction.

While I will surely NEVER use a Shopify balance anymore, is there anyone able to provide a suggestion on how to speed up this process?

Thank you.

[Erin]

Hi, @Brands888. Thank you for sharing all of that context. It sounds like the Support Advisor you spoke with took the correct steps to help you out by escalating your ticket to the team that needs to review this. While we try to reply as quickly as we can, we can't always reply within 24 hours. The team working on this will get back to you as soon as they are able to. In the meantime, it's best to wait for their reply. I'd also recommend taking a look through this guide on selling your Shopify store to ensure you've reviewed anything that may cause barriers to a smooth transition. This page outlines the areas you may need to review in preparation for a sale, like Shopify Balance for example. 

[Brands888]

Sure, I understand your point. Thank you for the link. I sold seven Shopify Stores before this one, and this is the only one with a Shopify Balance.

I agree that support can't always answer in 24 hours, but in some cases, it would be good to have priority support. Transferring ownership and waiting to receive 1 reply once every several days is a frustrating experience because the ownership transition is a delicate process and doesn't require extra friction like this.

It is okay to have such a timeframe for any other less relevant issue, but in this case, it's hard to accept how Shopify handles it. Eventually, Shopify Balance is a relatively new feature and it will be improved in the future hopefully.

As for my experience, I would never use it again, and I will not recommend it to any of my networks. I requested an ownership transfer 2 days before, but so far, I have only 1 answer from the internal team, just asking me to confirm the details of the new owner and to confirm that I want the transfer. I replied immediately, and after 24 hours of dead silence from then. In the meantime, the business is stuck, the new owner is concerned, and I am here trying to urge a solution. Thank you, Shopify, ironically 🙂

[Sophia]

Thank you for taking the time to share your feedback with our team.

[SahilSSK]

I've had a very disappointing experience with Shopify. Despite submitting a support request over six days ago, I haven't received a single response. This lack of communication from their so-called 'expert team' is extremely frustrating. While I understand that technical issues can take time to resolve, it's unacceptable to be left hanging without any acknowledgment.