Shop Pay crippling my merchant account with automated submissions

Payments + Shipping & Fulfilment
1

Shopify is about to make us lose our merchant account because of a Shop Pay bug, and there’s no direct line to call or email to their tech so we’ve been sitting here with no contact from them on an issue that started 4/6 and was escalated in a ticket 4/12. (Over 2 weeks ago at this point)

I had to hire a Shopify expert because they have access to level 2 support because I’m under extreme pressure to fix this asap but they won’t update my ticket or respond.

Background: our main merchant account, MerchantE contacted us on 4/11 about a single transaction that was being submitted to them at that point, over 500 times. (Now over 1000 times)

The transaction is an $87.35 charge that was originally submitted via Shop Pay to Shopify successfully, but then the card expired but for some reason Shop Pay by Shopify keeps trying to submit it to our merchant processor even though it’s expired.

The expired transaction gets rejected, but as we’re charged by transaction volume, Shopify is now costing us not only a boatload in transaction fees, our merchant account is seeing this as a type of brute force hack or something and threatening to close our account for our main business.

Not our Shopify related something, the merchant account that allows our main business to accept credit cards which is 95% of our transactions.

Shopify has no direct tech support abilities, just a chat or off-shore hard to hear call center saying to email in and wait for a response.

Our merchant account is still bombarded with this one declined card transaction, and we’re getting absolutely now help or resolution or contact from Shopify

Costing us money, eating up days of my time, and zero accountability.

On Sunday 4/24 thanks to the hired Shopify expert pushing them, we got a form email from them with no update.

  1. I need to know who to contact to send them the extra transaction costs my merchant account is charging us for their unfixed bug

  2. I need this fixed and for real techs to prioritize this.

While we don’t know why it’s happening, we reached out to the customer whose expired credit card keeps being spammed at our merchant processor, but we’re at a loss for what else to do.

We’ve asked our merchant processor if they can blacklist it or something but they say it’s 100% on Shopify and have a tech on their end standing by to liase with someone from the Shop Pay teams, but we have gotten zero actual communication from Shopify.

HELP

2

Per our merchant account this a.m.;

“see attached since the last update from 4/19 to today 5/1 so far. There are 871 attempts.”

This is on top of the 900 or so from 04/06/23 to 4/19.

So Shop Pay has blasted us with this transaction over about 1600 times, this one expired card transaction, no direct contact from them except one generic form email, not information about who to contact to get money back for the funds they’re costing us per transaction and the transaction volume.

It’s almost a month into this.

No anything from Shop Pay, no human contact or apology or anything.

Shopify, do better.

Same transaction since 04062023, thousands of times
Same transaction since 04062023, thousands of times1529×629 175 KB

3

I’ve FINALLY gotten a response on my trouble ticket from 04/12, from someone with zero details.

I’ve given them links to the various write-ups since it appears no notes from any of the chats or phone calls I’ve made to level 1 support or that my paid Shopify expert has added to the conversations since 04/12 have gotten to the relevant team.

We are still getting this same expired card transaction submitted to our Merchant processor several times an hour.

I still have no update or info on how or who to reach out to about the costs this is incurring because of the absolutely bonkers transaction volume of over 2000 transactions to our Merchant processor.

"Hi Jackie,

My name is [Redacted], I work with the Billing and Payments team here at Shopify. [Redacted] sent your query over to my team. I wanted to reach out to you directly on this.

Apologies for the delay in getting back to you, our support volumes are larger than usual at the moment.

I understand that you would like to get order #HA24540-ONLINE looked at on your store.

Can you tell me more about this and how you were alerted to these payment attempts? Who is your merchant processor?

Then order itself looks like as a stereotypical Shop Pay Instalments order.

Once we get the answers to the questions above, I will reach out to our banking partners for you.

Kind regards,

[Redacted]

Support Specialist | Billing & Payments

"

4

UPDATE:

This ISN’T a Shop Pay issue, we’re idiots.

It’s a MerchantE / Netsuite issue where we used Netsuite connector to import Shopify orders into Netsuite, we have merchantE on the backend as a payment gateway, and the customer existed inside Netsuite with expured cards on file.

For some reason, Netsuite decided to try to charge the expired card for the already paid for cash sale and then proceeded to do this over 2000 times.

MerchantE said it was a Shopify Issue.

We use shopify as our gateway so I didn’t know how they were related and this should have been our first thought, but our merchant processor said it was a Shopify issue so instead of thinking logically and wondering what the connection was (we very inaccurately assumed that Shop Pay being revolving somehow needed to use our real gateway for future payments or something).

The answer, however, was reached when Shopify’s support asked the simple question of how our payment gateway was related since we use Shopify as our gateway and we couldn’t answer, and MerchantE couldn’t answer so we sat down and thought logically and chacek Netsuite to find thousands of failed transactions to an expired card set as a default for this customer who was already in Netsuite.