PSA Lack of support for shopify balance account get your money out of it.

PSA Lack of support for shopify balance account get your money out of it.

demandchanges
Tourist
4 0 3

We got fraud on our balance account after using the card to make a purchase for something, the process to dispute the fraud is one of the biggest jokes i have ever seen in my life, do yourself a favor and get rid of the balance account and move your money to an actual bank account, shopify has distanced itself from any liability, evolve bank has no contact information, stripe is a voicemail and on other pages it says celtic bank, good luck actually finding someone to talk to about this. I am quite appaled at the lack of support, shopify support says we will submit it for you, 13 charges for the same amount and multiple emails after the daily limit was hit, why did they not s

Replies 7 (7)

Shay
Shopify Staff
3012 464 619

Hi @demandchanges 

 

Thank you for reaching out with these details and I am sorry that you are having to deal with this. 

 

Our authenticated support channels are the correct avenue for support in this case as they can verify your merchant account and escalate to the appropriate team for further review. All issues with your Balance account or card should be resolved by Shopify directly and there is no need to contact Stripe or outside services for further support. 

 

It sounds like you were able to connect with our support team to open a claim against these charges, which I am happy to hear. Please reply back to your open ticket with any questions or feedback you have and our Balance support team will get back to you ASAP. 

Shay | Social Care @ Shopify 
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demandchanges
Tourist
4 0 3

All issues with your Balance account or card should be resolved by Shopify directly and there is no need to contact Stripe or outside services for further support. 

The lack of contact avenues other then fighting with a automated system for a hour to get it to finally goto chat and then for them to spend 30 minutes to tell you that they will escalate this further, the next suggestion is to lock the balance card, banks would lock that card immediately after seeing 2 of the same charges like this not allowing 13 to go through and it to continue to be charged resulting in emails being sent that goto a junk box, shopify has dropped the ball her immensely. 

The response from the proper team is this  " I have submitted the dispute with all the evidence now. A decision can take up to 90 days. We will let you know via e-mail once a decision has been reached. This decision is final, it can't be changed. This is a VISA guideline that overrun any of our or our banking partner's decisions. Please read this document thoroughly as it will answer all your questions: Visa Claims Resolution "

What kind of a response is that to say its visas decision and a visa guideline that over runs our banks decision and to provide a link to something from 2017. To be fair its more along the lines of we dont know we dont care it aint our money and aint our problem good luck. There is no actual number for fraud resolution or to report fraud with this account or these cards, that is a failure in itself. The lack of training and actual information from shopify to the store is a joke as we are going to submit the dispute on your behalf, where is the actual information its my money not shopifys but shopify is trying to mediate the process without protecting the money and the account. 

 

Simona_Onae
Tourist
7 0 2

Note taken funds moved to Business Bank. I have bee trying to dispute something for 3 days. I can't even get in touch with anyone. 

Go with the flow Pivot when necessary
taraking13
Tourist
4 0 2

We all have. Needs a class action suit. I bet we'll get our money then. 

BlkPitbull
Visitor
1 0 0

Hello Shay, 

I'm having the same issue. Where do I go to dispute a charge on my Shopify credit card issued by Celtic Bank? 

Emily
Shopify Staff
1408 103 194

Hi, @BlkPitbull.

 

Please contact the bank directly to report any disputes. 

Emily | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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taraking13
Tourist
4 0 2

Absolutely ridiculous. I am experiencing the same thing. We need a class action lawsuit. So many small businesses are suffering from a lack of support and accountability. Despicable.