Shopify Balance

Shopify Apps

Topic summary

A user reports significant issues accessing funds in their Shopify Balance account following the transition from Evolve Bank & Trust to Fifth Third Bank.

The Problem:

  • Fraudulent charges were disputed on a lost Balance Debit Card
  • Refunds from successful disputes are being returned to the old Evolve-serviced account
  • These funds are now inaccessible to the account holder

Support Challenges:

  • Shopify Support has been unable to resolve the issue despite multiple contacts
  • Evolve Bank states they cannot help, claiming Shopify fully manages all accounts despite providing the platform
  • The user describes the situation as funds trapped in a “black box with zero support”

Warning to Others:
The poster cautions other Shopify Balance users about potential risks during this migration period, particularly regarding fraud protection and fund accessibility. The issue remains unresolved, with the user requesting direct assistance from Shopify Balance support.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

It seems that the change from Evolve Bank & Trust to Fifth Third is NOT going smoothly. I have funds that I cannot access that are sitting in the account that was serviced by Evolve Bank & Trust for Shopify that I cannot access. This came to my attention as my Balance Debit Card was lost and I had to dispute fraudulent charges. As those disputes are being settled in my favor the funds are being returned, but unfortunately, again, to the account that was serviced by Evolve. I’ve contacted Shopify Support multiple times and no one can help it seems. I’ve called Evolve Bank & Trust and they cannot help either as they say that while they provided the platform for Shopify all accounts are fully managed by Shopify. So, for those of you that have been using Shopify Balance, beware. Your money is being held in a black box with zero support in the case of fraud it seems.

If Shopify Balance support is out there, please help!!

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