Shop Pay payments

Rachel_Burris
New Member
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I added Shop Pay Installments as a parent option on September 4th. It was my understanding that payouts would be made the same bank account as my Shopify payments. However my shop pay payments failed and are not able to be deposited. The bank info is correct as I have been receiving my Shopify payments. 

It has been 2 weeks since I submitted a ticket via Chat and I have followed up about six times via email, chat and phone and I am being told I am in the que. However since then there has been more payments that have failed and they advised me not to disable the payment option until the issue is resolved. 

Please advise. How do I escalate the issue?

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Trevor
Community Moderator
Community Moderator
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@Rachel_Burris 

Thank you for bringing this to our awareness. We are finding that a lot of banks aren't accepting the payments from Affirm if the bank account beneficiary name is different. The issue does require an escalation to our Shopify Payments team for further review due to the complexity of the issue. From the sounds of it, your ticket has already been escalated to the appropriate team. While I can appreciate that this is an urgent matter for you, we will need to wait for your ticket to be reviewed before an update can be provided as the process can not be expedited. 


Trevor | Community Moderator @ Shopify 
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