Disappointed to be a Shopify Plus Merchant

Shopify Plus

Topic summary

A Shopify Plus merchant is experiencing severe payment processing issues due to elevated chargebacks (1.38% in April, above the 1% threshold).

Timeline of Events:

  • May 6: Shopify’s Credit Risk Team placed a 10% reserve for 90 days after initial review
  • Recently: Received duplicate inquiry about chargeback mitigation despite already addressing this
  • Current status: All payouts (100%) are now being held, not just the agreed 10% reserve

Key Problems:

  • No response from Shopify support despite multiple attempts
  • Standard automated reply promises 24-hour response from credit risk team, but hasn’t materialized
  • Only the assigned analyst can respond to the ticket, creating a bottleneck
  • Merchant expresses frustration that funds are completely frozen despite already having undergone review and accepted the reserve terms

Discussion Status:
Another user suggests this situation demonstrates why third-party payment processors may be preferable for serious businesses, despite their own trade-offs. The issue remains unresolved with the merchant still awaiting support response.

Summarized with AI on November 8. AI used: claude-sonnet-4-5-20250929.
1

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.

1 Like
2

An update - I am still waiting for a response, as per the risk team, only the analyst handling the ticket can respond. So, if the analyst took a week off or a vacation, we are basically screwed? What kind of service is this?

3

This kind of stuff is why we decided to use 3rd party payment providers. Those also have their pro’s and con’s but when it becomes a serious business I believe its best to to seperate.