Shopify Balance Transaction Declined — No Response from Merchant Spending & Lending (Ticket #60739297)

Shopify Discussion

Topic summary

A Shopify Balance transaction was declined on October 2nd despite sufficient available funds in the account. The user has confirmed all transaction details and believes the issue is on Shopify’s end.

Support challenges:

  • No response from Merchant Spending & Lending team after 4+ days (ticket #60739297)
  • Live chat agents can only advise waiting for email responses
  • No phone number available for urgent financial issues or escalations

User concerns:

  • Time-sensitive financial matter cannot be resolved or escalated
  • Shopify’s banking service lacks infrastructure comparable to traditional financial institutions
  • Considering canceling Balance accounts due to inadequate support responsiveness

The user is seeking advice from others who may have experienced similar issues or found faster ways to reach the Merchant Spending & Lending team. The discussion remains unresolved and ongoing.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

I’ve been trying to reach the Merchant Spending & Lending team since Thursday, October 2nd, and it’s now Monday, October 6th — still no response or resolution.

I have an important Shopify Balance transaction that was declined, even though my account has more than enough available funds. I’ve confirmed all the details — merchant, card, and balance — and the issue appears to be on Shopify’s end.

What’s even more frustrating is that live chat agents are at a complete disadvantage — all they can do is tell me to wait for an email response, which leaves me unable to operate or escalate a time-sensitive financial issue. There’s no phone number to reach anyone in Merchant Spending & Lending, and this has been dragging on for days.

If Shopify wants to be in the banking business with Balance accounts, it needs to have the infrastructure and responsiveness of a real financial institution — including a phone line for urgent transaction issues and escalations, like every other bank provides on the back of their cards.

This experience has been extremely disappointing, and I’m seriously considering canceling my Balance accounts because of how difficult it’s been to get support for something as critical as a declined transaction.

My support ticket number is #60739297. If anyone has had similar issues or found a workaround to reach the Merchant Spending & Lending team faster, please share.

Thank you,
Shanna Lavigne