I placed an order using the debit card for my Shopify Balance account. The charge was declined by the merchant twice but a hold for amount was placed on my Shopify balance account. I contacted the merchant who sent me copies of the declined transactions and told me they can never collect the funds and that I should contact my bank for an authorization number. However, I CANNOT contact my bank because it is impossible to get a live person from Shopify to help me. Shopify discontinued its support by email so this is my only option, which is beyond frustrating. Can someone from Shopify Balance look into this immediately? Send me your authorization for this transaction or release the hold on the funds.
I will be closing this Balance account as soon as this hold is released. Opening this money management account and trying to use it was such a waste of time and energy. It is not a bank account and does not function as a bank account. I love Shopify for e-commerce but I cannot trust my finances with a company that cannot provide live customer support.
Thank you for including all of this context and information. I understand that having a hold placed on your Shopify Balance account is not an ideal situation.
We do have various ways to contact our Support team to ensure this issue is looked into and resolved for you. We have not discontinued the option to receive support via email. You’re able to contact our Support team via chat, email or scheduling a callback for phone support. Please keep in mind that the option for a callback may not always be available when reaching out to our live support. Since we are not able to provide account specific information via our Community Forums, our Support team will be in the best position possible to assist you.
I’ll share the steps below so that you can access our live support.