Shopify Balance - "Banking solutions" Beware - Losing Money and No assistance! Need help!

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We have started to use Shopify Balance, as our "bank" solution. Even though we have faced situations before, we wanted to give it another try.

The worst thing about this is that we need a PDF, and receipts when we do transactions. We have a "Screenshot" from the transactions page. Nobody knows anything about how it works in Support, after talking for hours you can expect an email from someone from this "Team" making assumptions about what could be going on and nothing else. Expect also to wait 1 week even to get you on the same page if they don't also cancel, close tickets. 

Our actual problem: We have paid Meta $20k for advertising costs using the Shopify Credit Card. Everything looks good, we have done this before without any problem, until a month ago when Meta told us that they hadn't received the payment, even though I have shown everything possible, including statements from Shopify Credit and screenshots of Transactions. Even those, seem not to be professional or enough to them. So because Stripe is the one in charge of those transactions we need to log into our Shopify Balance (Custom Stripe Account) to get that information. And that is where the problem comes. Shopify Support can't provide anything more than a SS of the transaction page that doesn't work. So we are left with 2 possible solutions:

1. Get the account details of our custom Stripe account, so we can log in download the receipt, and make it official so we can show it to Meta. 
2. Get a refund and try to do it again. 

We need this solved ASAP! It's been a month with this!

Please someone help.

Reply 1 (1)

Shopify Staff
2455 226 523

Hi @GimboSlice,


Thank you for reaching out and for outlining the issues that you're having. I have touched base with our Shopify Balance team on the problems you've cited and they have confirmed to me that merchants using Shopify Balance to make payments do not have a seperate Stripe account that they can log into. I would encourage you to continue to speak with our support team as they can authenticate you on your account and offer support to hopefully help you find a solution; I do believe in this case however all that can likely be done is to dispute the transaction if Meta is not recognizing the payments you've made with your Balance card. 

Victor | Social Care @ Shopify 
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