Just as the title says, Shopify sent us our payments.. and then kept them after they sent them to us. If you don’t believe me, I will be more then glad to show you proof. Becareful, do not fall for “Shopify Balance”… as it’s a means for them to continue to collect interest of your money, and then take it back from you AFTER they’ve already paid it out to you. If we were selling something against their TOS, or had a bunch of refunds and disputes.. then I could understand them doing something like that, but thats not the case… we’re a registered business with years of proven sales history under our belt, our service has already been approved by Shopify, and as I said they already PAID us the money. Support told us that any payments already sent to us, would still be accessible, and that only future payments would be on hold… which was a complete lie. They’re holding on to our money, lying to us as to why they’re holding on to it, and lying about when it will be available. Alot of lies coming from a company that is supposed to be professional.
I can prove anything I’ve said in this message, so there should be no reason my thread gets hidden or removed. If you don’t want sellers sharing their horrible experience with your service, then maybe you shouldn’t steal from your own sellers. I will continue to write new threads about this daily until they give us our money back, so if you’re seeing this as a new post, they’re still currently stealing our money. There are hundreds of other threads of other users going thru the same thing… this isn’t a an isolated incident. So while I wouldnt tell you to not use shopify, I would tell you to DEAL WITH CAUTION and to NOT LEAVE ANY MONEY IN SHOPIFY BALANCE if you know whats good for you.
Still no reply? Any update?
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Hello. As far as their support goes, no. I contact them everyday, they tell me the same lie that someone will reach out to me via Email.. which never happens. So I took things a little further, I filed a complaint with the BBB… guess who decides to contact me the same day? Shopify! Wow, so it takes filing a complaint with the BBB in order to actually get a response? So a couple hours after the BBB approved my complaint, I received an email from Shopify saying:
We will see if this makes any difference. I will keep this thread updated. It’s a shame that we even have to reach out to the BBB in the first place. Why couldn’t they just be transparent as to what was going on? They’re over here treating sellers like criminals, when they haven’t broken any of the rules of the platform.
I’ve been trying to reach the Merchant Spending & Lending team since Thursday, October 2nd, and it’s now Monday, October 6th — still no response or resolution.
I have an important Shopify Balance transaction that was declined, even though my account has more than enough available funds. I’ve confirmed all the details — merchant, card, and balance — and the issue appears to be on Shopify’s end.
What’s even more frustrating is that live chat agents are at a complete disadvantage — all they can do is tell me to wait for an email response, which leaves me unable to operate or escalate a time-sensitive financial issue. There’s no phone number to reach anyone in Merchant Spending & Lending, and this has been dragging on for days.
If Shopify wants to be in the banking business with Balance accounts, it needs to have the infrastructure and responsiveness of a real financial institution — including a phone line for urgent transaction issues and escalations, like every other bank provides on the back of their cards.
This experience has been extremely disappointing, and I’m seriously considering canceling my Balance accounts because of how difficult it’s been to get support for something as critical as a declined transaction.
My support ticket number is #60739297. If anyone has had similar issues or found a workaround to reach the Merchant Spending & Lending team faster, please share.
Thank you,
Shanna Lavigne
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