We’ve been loyal Shopify users for years and have taken Shopify Capital multiple times, always repaying on time without issues. However, our most recent experience has been deeply concerning.
We started noticing failed payment notifications for our Shopify Capital loan. Support told us it was because there weren’t enough funds in our connected bank account — but there were. Then we realized something alarming: Shopify Capital has been deducting payments directly from our Shopify Balance, not from the connected bank account.
Even when payments were marked as “failed,” the amounts were still being deducted from our Balance. Even the successful deductions don’t appear on our bank statements — because they never left our bank account in the first place.
We ran the numbers:
Total sales collected
Minus payouts, fees, and all other costs
We found we were short by $5,025 — exactly the total of those “failed” payments.
This confirms that Shopify Capital has been deducting from our Balance and incorrectly marking some of those as failed, effectively double-counting or misreporting payments.
Despite multiple support chats and escalations, we keep getting told “Capital only withdraws from the connected bank account,” which is clearly not true in our case.
As a financial organization handling business loans, this level of misinformation and lack of accountability is unacceptable — and fraudulent.
We’re demanding a full investigation and reimbursement of the missing funds. Shopify, please do better — small businesses depend on you to handle finances transparently and ethically.