Hi, @BlkPitbull .
Please contact the bank directly to report any disputes.
Topic summary
Merchants are reporting serious fraud protection and customer support issues with Shopify Balance accounts.
Primary Complaints:
- Fraudulent charges (including 13 identical transactions) processed without automatic blocks or real-time alerts
- No direct fraud hotline or immediate contact method available
- Support requires navigating automated systems for extended periods before reaching chat agents who only escalate issues
- Dispute resolution takes up to 90 days with final decisions made by VISA guidelines, not the banking partner
Comparison to Traditional Banks:
Users note that regular banks typically:
- Automatically flag and block suspicious charges
- Reverse fraudulent transactions within 24 hours
- Provide immediate stop-payment options
Shopify staff responses direct users to authenticated support channels and state that Balance issues should be resolved through Shopify directly, not external services like Stripe or Celtic Bank. However, one staff member contradicts this by advising direct contact with the bank.
Status: Multiple users are moving funds to traditional business bank accounts. Some mention potential class action lawsuit due to lack of accountability affecting small businesses. The discussion remains unresolved with ongoing frustration about the 90-day dispute timeline.