Payment through CC and U P I both not working and support team incompetent

Payment through CC and U P I both not working and support team incompetent

vic
Visitor
1 0 1

After engaging in multiple conversations with various support advisors in the Shopify Help Center and providing detailed screenshots and information, it appears they are unable to determine the reason for the payment issue on their overdue charges page.

 

I am quite disappointed with the lack of efficiency, as it has been over five days and my site remains non-operational. After spending several hours communicating with their unresponsive team, I have yet to receive a definitive reply.

 

I have attempted to use over seven cards and more than ten U P I options, yet none have been successful. They are not acknowledging that the problem lies within their payment gateways.

 

This situation is quite disappointing and reflects a concerning level of incompetence. The performance of your tech support and technical team leaves much to be desired.

Reply 1 (1)

VipulBudhiraja
Excursionist
60 4 7

Steps to Escalate and Address the Payment Issue

  1. Request an Escalation with Shopify Support:

    • Contact Shopify support again, specifically requesting escalation to a senior advisor or technical specialist. Explain the persistence and urgency of the issue and request a case manager for consistency and more direct handling of your case.
  2. Seek Shopify Payments-Specific Support:

    • If this is specifically an issue with Shopify Payments (their in-house payment gateway), ask for the case to be directed to the Shopify Payments support team, as they may have access to backend information other advisors cannot see.
  3. Use Alternative Contact Channels:

    • Try reaching out through Shopify’s social media support on Twitter (@ShopifySupport) or their official Facebook page. Often, social media channels are monitored by dedicated teams who can help escalate issues faster than standard support channels.
  4. Review Shopify Billing Settings and Account Status:

    • Go to Settings > Billing to ensure there are no issues with your Shopify account’s billing status or overdue charges. Sometimes, outstanding billing issues can affect payment processing capabilities.
  5. Verify with Your Bank or Payment Providers:

    • Contact your bank to confirm that there are no restrictions on payments to Shopify, as sometimes banks flag high-frequency attempts for security reasons. You might also want to ask if they see any specific error codes associated with the failed transactions.
  6. Consider Temporarily Using a Different Payment Provider:

    • If possible, add an alternative payment gateway (such as PayPal or Stripe) in Settings > Payments > Alternative Payment Providers. This might allow your site to continue operating while Shopify investigates.
  7. Document and Request Compensation:

    • Document all your communication with Shopify, including dates, advisors' names, and details of each support interaction. Once the issue is resolved, request compensation for the downtime if this has affected sales and operations.

This situation is certainly frustrating, and these steps might help you get faster responses or workarounds.

If you’re interested in enhancing customer engagement, check out the Debales AI Chatbot on Shopify. Engage visitors seamlessly—even during support delays.

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