Hello in August my store was closed after fulfilling a few orders saying I had charge back now today I’m receiving emails saying the chargeback came back in my favor and I have money sitting in my Shopify balance account. I’ve tried to log in but I am not able to access my store or balance due to the fact that the risk team closed the store . I need help recovering my funds asap !
Topic summary
Store owner reports their shop was closed by Shopify’s Risk team after a chargeback, but they’ve now received emails that the chargeback was decided in their favor and funds are sitting in their Shopify balance. They cannot log in to access the account or funds and are seeking help to recover them.
Shopify staff advised contacting live support via the provided link to assist with account access and fund retrieval. No further steps, timelines, or confirmations were shared, so the outcome remains unresolved in the thread.
Context: A chargeback is when a cardholder disputes a transaction and funds are reversed; winning the dispute means funds should return to the merchant’s payout/balance (the Shopify balance referenced here).
An unrelated post mentions checkout failures with Shopify Payments (card payments declined with a prompt to recheck details, while Apple Pay works). No troubleshooting or resolution for that issue appears in this discussion.
Hi, @Kloudbugs !
Great question. I recommend getting in touch with our live support team using this link so we can assist you with accessing your account and funds.
Please let me know if there’s anything else I can assist you with!
Hi, I have a problem with checkouts, my clients put their card data correctly, but when they try to make the purchase it says that they need to check their card details and try again, someone said that it worked with apple pay, i m using shopify payments. Can you please help me ?