Forced to switch to another Gateway forcing consumers to pay 2% per transaction Fee for Shopify and the transaction fee for the other gateway provider Spam

New Member
1 0 5

Who received such emails? I assume almost all growing businesses received such email so shopify can stay always in safe side of any charge back IF OCCURED and gain 2% per transaction for nothing while our businesses pay the per transaction fee to the other gateway providers who Shopify force us to! 

After reviewing all gteways we noticed all gateways providers have hidden undecided fees! 

Although we were in busines since the first quarter of 2018 with 0% Charge back and 0% Dispute, Shopify sent an agressive email telling us:

"We are constantly monitoring businesses we are supporting who are using the Shopify Payments gateway. Your business has been identified as presenting an elevated level of risk for customer disputes that we will be unable to support with Shopify Payments (see the Shopify Payments Terms of Service at Section B.5 at and click on your region). Please note that while you will no longer be permitted to use Shopify Payments as your payment gateway, this does not affect your use of Shopify, which you can continue to use."

Our legal department reviewed that section and clearly found we are at NO-WHERE in that section and all points mentioned in that section doesn't effect us! 

Worse was we have over $500 sale made a day before and Shopify did threatenning our business from keeping our money in their use for 120 days or REFUND the buyer which will completely hurt our business. 

"We will transfer your existing payouts to the bank account on file after 120 days, on May 04, 2019, but will be unable to accept any additional payments on your behalf transacted through the Shopify Payments gateway. Should you prefer, you may refund the orders and reprocess them through an integrated third party payment processor."

Shopify asked for our Routing and Account numbers of the bank account and there is NO logical reason for them to keep money of other businesses for 120 days.

 We disputed what they stated and asked them to clearly clarify how in the world they accuse us by a section we are far away from, what they claim but they satisfied themselves answering "

Eanna from the Shopify Team here. Hope you're keeping well.

This decision was reached by our banking partners after completing an in-depth assessment of your overall account. Regrettably for security and privacy reasons we are unable to divulge the results of our reviews and investigations. As this decision is final you will need to transition to a supported third party payment gateways to process payments for your orders."

The worse rediciouls statement given by them as an excuse of the hold is "The reserve has been put in place to protect your store from any potential disputes that may be incurred. If you wish to get around this reserve then you can totally look to refund the orders and then reprocess them through another gateway."  ARE YOU SERIOUS! No one more than the business owner does protect his/her businesses. look at yourself Shopify before stating such statements.

We found they have a physical address 

San Francisco

Shopify (USA) Inc. 
33 New Montgomery St. Ste 750 
San Francisco, CA, USA 


We will go ahead to file a sue to compensate the hurt and damage our business had due to their suspecious activity and open a charge back on all payments done to Shopify through our bank for the last siz months due to breach of contract and the non cooperation from Shopify.

We are seeking to know he amount of such cases, we went to BBB and found almost all reviews were about the same issue. 

This suspecious activity should stop, if Shopify is honest concerning what they state they should provide a valid reason with NO 2% per transaction fee as we alreasdy were (FORCED by Shopify) to have an alternative gateway.

Replies 5 (5)
Shopify Staff (Retired)
Shopify Staff (Retired)
1260 90 219

Hi, there.

My name is Tira and I am a Shopify Guru here to help.

Thank you for sharing your concern. I understand that this is frustrating for you and so I wanted to reach out and help provide some clarity.

In the email you received, “elevated risk” would refer to this portion in Section B.5 in our Terms of Service for Shopify Payments:



You can still continue to use Shopify as a platform, it is simply a different payment gateway that is needed to continue accepting payments for orders on your store. To help with that transition, we have a list of payment gateways you can consider here. Click on your location to find a list of providers in your area. We also have a help doc with step-by-step instructions on how to set-up your third-party payment gateway in your Shopify admin: Third-Party Payment Providers.

When a reserve is put in place, this helps protect your store in the case that a dispute/chargeback is made. The hold will ensure that your store has funds available to help with the chargeback, if one were to take place in the future.

When a third-party payment gateway is used to handle transactions on your store, we do charge a transaction fee based on the plan you are using. You can view the transaction fees in our pricing outline here: Pricing and Plans.

Transaction fees are an industry standard, and they pay for the cost, maintenance and upkeep of third-party gateway integrations with our platform. They also help with processing the transactions through our SSL checkout, which is very important to today’s consumers.

For legal questions, please contact

Again, thank you for sharing your concerns with us. If you have any further questions, please do let me know.

Tira | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Shopify Expert
1236 61 364
New Member
2 0 16
Hi There! We just experienced a similar email like this from a Shopify Risk Analyst named Cooper. We have loved the Shopify service, but up until the last couple days it’s been a nightmare. We launched our business in Dec ‘18, have complied accordingly, and timely to all requests this risk analyst has asked for, including proof of invoices, our social media handles, asking us how we get traffic to our site, photos of our inventory... has anyone else experienced anything like this?

It’s a shame because we were planning to upgrade our membership but now we are thinking otherwise, especially since Shopify is identifying us as with a high level of risk (?) and therefore not allowing us to use them as a payment gateway (for whatever reason). Please advise if you have any insights or come forth if your shop has experienced this. Very disappointed from a customer experience.
New Member
1 0 0

I received this same email after my 2nd sale, smh.

New Member
2 0 0

Me pueden ayudar.


Recientemente empezamos a usar Shopify para probar y al día siguiente de usar Shopify Pyment recibimos un correo que no podíamos usar este medio. 

Buscamos como alternativa stripe, sin embargo, no permite cobrar en moneda local en varios países de latam (sino dólares) y entiendo que existe un recargo