Feedback for the Shopify Payments Team

Payments + Shipping & Fulfilment
1

Hello everyone,

I hope this feedback reaches the Shopify Payments Team because as Shopify store owners, we need a more reliable service to keep our businesses running smoothly.

The Issue:- I run two Shopify stores—one thriving (100k in the last 3 months), and another recently reactivated. Both have Shopify Payments enabled.

  • The reactivated store, was mistakenly set up as “Private” instead of “LLC.” After the first sale, I was asked to provide my TIN to keep the account active.
  • Within minutes, my main store (doing $30K/month in sales) received the same notification—despite having a flawless track record and never encountering this issue before. Eventually, the problem of the other store triggered also this one.

The Bigger Problem:- I contacted Shopify Payments support to correct the business type on the reopened store. Three days later, still no response.

  • My main store, which relies entirely on Shopify Payments for multi-currency checkout, now has a warning stating I have 30 days to update the TIN or risk service disruption. Again, three days, no response.
  • If Shopify Payments is terminated, my entire business will collapse overnight.

Why This Is Unacceptable:- Shopify Payments is the core of our businesses—delays in handling critical account issues put merchants at serious financial risk.

  • In the past, I had $5,000 in frozen payouts for two weeks without a single update. How are we supposed to cover business expenses with such uncertainty?
  • The standard response will likely be, “We have a high volume of requests, please wait”—but that’s simply not good enough when merchants’ livelihoods depend on timely resolutions.

Shopify, Do Better.- Any Shopify Payments-related issue must be addressed within 1-2 days, max.

  • Look at the community posts—hundreds of merchants are raising the same concerns.
  • If this is how you treat your paying customers, you will start losing them.

I don’t enjoy making posts like this, but running a business under these conditions is simply not sustainable.

I hope this gets the attention it deserves. Shopify, it’s time to step up.

Thank you.

2

I also have $2K+ held in pending with no explanation at all. I can’t get any consistency from Shopify and there is no way to contact the Payments Department directly. I have been asked to sit and wait leaving thousands of my earnings in limbo.

I have several tickets out there and I am still not receiving any logical response as to why or what has caused this issue. I also have not changed anything in my payment schedule in years.

-DL

3

Shopify stated our business type that we’ve used over past 4.5 year was now incorrect. We created support ticket for Shopify Payments Team two days ago. Still no response.

4

The funny and sad thing at the same time is that when I set up a new Shopify Payments account for a new store, it worked perfectly. But, on this store, it keeps triggering this error…it’s honestly a shame. 2 days is nothing, man. They replied to me after 1 week, and they gave me silly suggestions on what to do. It looks like I know more than them. I am now waiting for the case to be raised to the Merchant Verification team. It’s a movie…horror movie…

5

I’ve been using Shopify for past 4.5 years, fulltime. I’ve never experienced this black hole of support in the past. Still no response.

6

I found this thread on reddit that may validate the decline in Shopify’s Support, https://www.reddit.com/r/shopify/comments/1ddatmq/the_heck_happened_to_shopify_support_over_the/