Shopify Payments disabled + 120-day payout hold, only 10 chargebacks on 2,500+ orders (0.4%)

Payments + Shipping & Fulfilment
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1

Hi everyone, hoping someone here has been through this and can point me in the right direction.

Situation: Shopify Payments was disabled on our store due to “elevated risk of customer disputes,” and Shopify is holding our payouts for 120 days.

What’s confusing is our dispute volume is low relative to our order volume:

  • We’ve had 2,500+ orders

  • Only 10 chargebacks total

  • That’s about a 0.4% chargeback rate (well under the 1% threshold I always hear referenced)

Timeline / what we already did:

  1. Shopify asked us to provide documentation (proof of inventory/supplier invoices, tracking numbers, business info/social links).

  2. We submitted everything requested through the secure link (invoices + tracking + details).

  3. After submitting, we received the notice that Shopify Payments is being disabled, and payouts are held for 120 days.

Context: Most disputes happened around the Christmas rush, where shipping carriers get delayed and customers get impatient. We always respond to customers and offer support/refunds when appropriate, but a lot of people skip contacting the merchant and go straight to a chargeback.

Main problem: The 120-day hold is extremely hard on cash flow because we have already shipped/fulfilled many orders. Holding funds for 120 days makes it difficult to keep fulfilling orders and operating normally.

Questions for anyone with experience:

  • Is there any way to request a rolling reserve (ex: partial hold like 10%) instead of a full payout hold?

  • What specific factors trigger the “elevated risk” label even when the chargeback rate is only ~0.4%?

  • Is there anything additional we can provide to speed up the review or help reinstate Shopify Payments?

  • Has anyone successfully gotten the hold reduced or released earlier once they showed fulfillment/tracking history?

I’m not trying to dodge risk controls — I just want to understand why this happened with a low dispute rate, and what steps actually help to resolve it.

5

Nice solution
I’m sure implementing this brings result

6

Same happened with me just few hours ago

My store was just created and activated the shopify payments. Id and business had been verified. But received an email that my business is risky due to chargebacks! I never received a single order on my store even never added the products, just activated the shopify payments and even after the verification my account has been disabled. Just submitted an appeal with all the required documents. Now let’s see what happens. Is there any way to process it faster? Because i had heard it takes time to get response from the team!

It’s really frustrating! BTW did you receive the response from the team or reactivated your shopify payments?

7

If you have a Stripe account try it, Stripe is the best because it supports many payment methods in one.

Look at a solution for Shopify Stripe Checkout.

8

I haven’t created the stripe account yet, but i will try it if it works for me. Shopify uses tue stripe checkout at their backend, is there any chance of disapproval at stripe too? Did you had any experience?

Would love to hear :slight_smile:

9

Use the third party Shopify Stripe Checkout, so you can accept payments directly with your own Stripe account.

The important thing is that you are not doing business on Stripe’s Prohibited and Restricted Businesses list.

11

Have you got any update? I’m on the same situation with recent stores with less than 100 orders with 0 chargebacks or disputes

12

One practical way to make this easier to review is to separate the case into a short risk summary instead of sending more raw screenshots.

I would include:

  • order count for the period
  • chargeback count and chargeback rate
  • dispute reasons, grouped by reason
  • tracking/final delivery proof for the disputed orders
  • refund or support history before each dispute
  • supplier/inventory proof
  • a short timeline explaining the holiday shipping-delay pattern

The key is to show that the disputes were concentrated around a specific operational period, not an ongoing business-risk pattern. If you ask for reconsideration or a reserve instead of a full hold, that summary makes the case much easier for a risk team to scan.

13

Hey @InfiniteLuxur,

It’s very common in Shopify. Shopify has paused muliple stores for 4 month in he past and still thousands of stores are in pause state. Which means that if any of the store do the violation, then definitly it will be in the pause state.

Hope it helps.

14

Hi, have you got any update on this? We are in the same boat

15

Jumping in late, but this thread is exactly my research topic these days, so let me add what the resolved cases have in common.

First, InfiniteLuxur: your strongest card is the math, so lead with it. “2,500+ orders, 10 chargebacks, 0.4% — the published threshold is 1%” should be the first sentence of everything you send, not a footnote. “Elevated risk of disputes” is a projection; your actual rate is a fact, and facts are what a risk analyst can act on.

Second, what jeffery0929007 described above is the right instrument, and the packaging matters as much as the contents. One PDF, indexed: (1) dispute-rate math up front, (2) every disputed order with its reason code and delivery proof, (3) fulfillment rate with tracking for the last 90 days, (4) refund/support history showing you respond to customers, (5) a one-page business summary — suppliers, margins, fulfillment model. Raw screenshots dropped in a chat get skimmed; an indexed pack gets forwarded to the person who decides.

Third, channel. Each new chat resets the context. Reply directly to the Trust and Safety email if you received one — that mailbox reaches the team actually holding the file. Ask once, in writing, for a case ID and the specific policy clause they are acting under, keep one ticket number and quote it everywhere. For five-figure sums, merchants in these threads report that a BBB complaint gets answered by a different team than chat support.

Luna18 and ah1403: a store disabled with zero or near-zero orders is a different animal — that reads like a template false positive, not a dispute problem. Your pack is verification documents, supplier agreements, and a one-paragraph fulfillment plan. Same packaging rules.

Last thing. I’m putting together free risk summary packs for a handful of merchants in this situation — the full indexed document described above, built from your own numbers. No cost, no strings; I’m doing it to learn what actually gets holds released. If you want one, say so in this thread and I’ll tell you what I’d need from you.