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

[vic]

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.

[VipulBudhiraja]

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.

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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.

Please let us know if this reply was helpful by giving it a Like or marking it as a Solution.

[DaisyVo]

Hi @vic 

I'm so sorry to hear about the frustrating experience you're having with Shopify's payment system and the lack of resolution from the support team. It’s absolutely understandable to feel disappointed when such critical issues aren't addressed promptly, especially when your site is affected. Here’s what I’d recommend you try next:

1. Double-Check the Basics

• Card Verification: Ensure all cards used are enabled for international transactions (sometimes, cards block cross-border payments by default).
• U-P-I Issues: Confirm that your U-P-I ID is linked to an account with sufficient balance and is active for merchant transactions.
• Payment Gateway Preferences: Check Shopify's approved gateways in your region to ensure there isn’t a region-specific limitation on your account.

2. Escalate the Issue

• Ask for Tier-2 or Escalation Team: Instead of communicating with the initial-level support agents, request to escalate your issue to their technical team or billing specialist.
• Use Social Media: Shopify tends to respond faster to complaints raised publicly on platforms like Twitter. Tag their official account, explaining your issue in a concise, professional manner.

3. Alternative Payment Methods

• Try PayPal (if supported): If U-P-I and credit cards aren’t working, you can try linking PayPal to your Shopify account for billing payments.
• Prepaid Virtual Cards: Some users have had success with services like Payoneer or Wise (if Shopify accepts them in your location).

4. Record Your Interactions

• Document the Issue: Keep screenshots of the errors, timestamps, and any support ticket IDs. This will help build a case if you decide to take the matter further.
• Log Conversations: Note down the support agents you’ve communicated with and any promises they’ve made.

5. Seek External Advice

• If this issue persists and Shopify remains unresponsive, you could consult your bank or card issuer to understand if their system flagged the transactions or consider reporting the issue to local consumer protection authorities.

I completely understand how exhausting this is. Shopify should absolutely prioritize resolving this for you—your business depends on it. If you need help drafting escalation emails or exploring other options, let me know, and I’ll be happy to help.

If you need any other assistance, feel free to reply, and I will try my best to help.
Best regards, 

Daisy