Multi currency payouts - accept payments in separate accounts

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Topic summary

A merchant with Shopify Advanced Plan has set up two payout accounts (GBP and USD) and wants customers to pay in their local currency, with funds depositing into the corresponding account.

Current Issue:

  • US customers see prices in USD throughout browsing and checkout, but receive a “Charged in GBP” notification at payment
  • This suggests all transactions are processing through the GBP account with currency conversion, regardless of customer location
  • UK customers don’t see this notification and are charged in GBP as expected

Troubleshooting Attempts:

  • Shopify support suggested linking to customer’s default address, but setting a US default address didn’t resolve the issue
  • Testing with VPN and viewing through Markets tool still shows the “Charged in…” notification
  • Manually adjusting exchange rates in Markets (£1 = $2 USD) had no effect—the notification continues using dynamic rates

Status: The issue remains unresolved. The merchant cannot determine where the charge notification is pulling from or how to route USD payments to the USD payout account.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

I have two payout accounts set up in Shopify payments (one in GBP and the other in US$). I’m wanting for customers to be able to shop and checkout in their own currency (i.e. GBP / US$) and for payments to be processed through the checkout in their respective customer currency and subsequently received into the relevant Shopify payment account.

Checking this help guide - https://help.shopify.com/en/manual/payments/shopify-payments/store-currency/payouts-in-multiple-currencies - I assumed this would be possible through our Advanced Plan however while customers can browse the store and add to cart and visit the checkout with prices displayed in US$ I receive a notification that the payment will be “Charged in GBP”.

With this in consideration I’m assuming that the payment process is only picking up on the GBP Shopify Payments account and as a result making the conversion and charging in GBP (rather than US$ as intended)

NOTE: If I switch the shipping address to a UK based address the currency converts to GBP and the “Charged in…” notification disppears.

I’ve tried reaching out to Shopify support and they suggested that payment process was linked to the “Default address” on the customer account however as you can see in the attached screenshot I have set this to a US address and am still seeing the “Charged in…” notification.

Any advice gratefully received.

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2

Can you please use the UK VPN and try to shopping. Maybe because of your current location it show the currency in USD.

3

Hi, I’ve used a VPN and have tested using the ‘View Store’ directly from ‘Markets’ and can see the prices etc in the relevant currency however I’m still seeing the ‘Charged as…’ notification.

Interestingly I manually amended the exchange rate in the Market tool to GBP £1 - $2 USD and the 'Charged as.." notification was still using the dynamic exchange rate so I’m not sure where this notification is actually pulling from?

exchange rate redacted.jpg
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