Reserve not lifted after 30-day condition confirmed met by Shopify advisor — 17 days overdue

Payments + Shipping & Fulfilment
1

I’m hoping someone from the Shopify Payments team sees this. On March 24, 2026, a 30% reserve was placed on my account

(BSLM Clothing) due to a chargeback rate over 1.5%. The reserve email stated it would lift automatically once my 90-day

chargeback rate stayed below 1% for 30 consecutive days while processing sales. Today, a Shopify support advisor

confirmed directly from my account data that my chargeback rate has been 0% every day since March 12, the 30-day

condition was met on April 11, and the reserve should have already lifted. That was 17 days ago. $18,000 is still held.

I have active Shopify Capital and Shopify Credit obligations and I am behind on bills. I have contacted support 7+

times. Every agent confirms the conditions are met and escalates. Nothing changes. The March 24 Credit Risk email is a

no-reply and there is no way to respond directly. Ticket reference: 9f4f71a1-7a7b-481c-a4d2-1938f34c35d6. Has anyone

been in this situation? Is there a direct contact for the Credit Risk or Merchant Trust team?

2

Hey @nasbslm

Really sorry you’re stuck in this. Quick heads up though, this is a public community forum, mostly other merchants. Shopify Payments and the Credit Risk team don’t actively work tickets from here, so posting alone won’t move it.

What’s actually worked for people in this exact situation: reply to one of your existing ticket emails (not the no-reply Credit Risk one) and ask for escalation to the Merchant Trust team with your ticket ID. LinkedIn also works, message someone on the Shopify Trust or Risk team directly with a short factual summary and the ticket reference. Hope it gets sorted soon.

Best,
Moeed

3

I cannot find the ticket email, I did not receive one

4

I’d put together a very short escalation packet instead of continuing with scattered support messages.

The packet should include:

  1. Original reserve notice date and the exact condition Shopify gave
  2. Screenshot or transcript where the advisor confirmed the condition was met
  3. Daily chargeback rate from March 12 to now
  4. Current open dispute count, if any
  5. A short paragraph asking specifically for Merchant Trust / Credit Risk review

The key is to make it easy for the next reviewer to verify the condition in under 60 seconds.

I’d also keep the request very specific: “Please confirm whether the reserve condition has been met and escalate this to the team that can release the reserve.”