Our account recently had elevated chargebacks, reaching above 1% (1.38%) for the month of April.
Shopify Credit Risk Team had reached out earlier this month and post my response detailing how we plan to combat the slightly elevated chargeback risk, they put a 10% reserve for 90 days on my account on May 6th, which is something I agreed and understood entirely.
Fast forward to two days ago, I received an email yet again from the credit risk team detailing how my chargebacks have increased and asking how I plan to combat the elevated chargebacks (same email from earlier this month). I responded back to them with the ticket number of their own ticket on May 6th showing how we had already spoken, and they themselves had already conducted a review of my account and placed the 10% reserve.
No response. My payouts are held 100% and absolutely no one from Shopify is helping. The standard response - the credit risk team will get back in 24 hours. It’s been longer than that. I would much rather you guys close my processor account and give me all my held money rather than holding up funds this long and not even seeing that you guys had already conducted a review for the merchant and had placed a reserve.
I am disappointed to be a Shopify Plus merchant today.