How to change address customer sees on bank statement

Shopify Discussion

Topic summary

A merchant using Shopify Payments is concerned that their physical address appears on customers’ bank statements when charges are processed. They want to replace this with a PO box address instead.

Current situation:

  • The merchant can modify the store name and phone number via the “Customer statement descriptor” setting
  • However, the physical address displays automatically and they haven’t found a way to change it
  • They verified this by testing a charge on their own card

Support response:

  • Shopify support has only explained how to change the name and phone number, not the address
  • Another user shared a video resource that may address the issue

Status: The question remains unresolved, with the merchant still seeking a solution to replace their physical address with a PO box for privacy reasons.

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

Hello,

I am using shopify payments to get payed.

When a customer is charged they see my store name that i picked under ‘‘Customer statement descriptor’’ as well as a phone number. It shows my physical address and i do not like this

I do not wish for their statement to show my physical address instead i want it to show a PO box on the statement

Any assistance on this matter is greatly appreciated

Obviously the customer did not send me their bank statement i know the information being displayed because i charged one of my own cards to see the statement .

I talked to a rep and they just keep telling me how to change my name and number that appears on it but I need my address changed. Its kind of scary that people can see it.

2

Hi @Maureon ,

You may find this video https://youtu.be/sAi7B2-JzVo useful.

Hope this help.