Shopify Payments is permanently disabled

Payments + Shipping & Fulfilment
1

Hello Everyone

This is Ben from OXS Audio, nice to meet you.

We officially started selling our products on our Shopify store in May of last year. We’re a new audio brand, primarily selling soundbars and headphones. Since we were just starting out, we haven’t sold a lot on Shopify yet. We’ve received over 250 orders so far, and we’ve received three chargebacks: two fraudulent orders and one from a genuine buyer. Due to a misunderstanding in an email response, the buyer filed a dispute with their bank. I thought this was a common occurrence until I received an email from the Shopify Merchant Trust Team in July stating that Shopify Payment for our store would be disabled. I’ve tried to contact Shopify customer service numerous times, but the issue remains unresolved. Received several emails from the Shopify Merchant Trust Team saying: ‘‘Restricting merchants from using Shopify Payments is not something we take lightly. The decision was made after conducting a thorough review of your overall account. After a thorough review, the decision to disable Shopify Payments on your account is permanent.’’

OXS is a new brand, but we have a mature supply chain and delivery system. We’ve participated in IFA 2024, Gamescom 2025, and IFA 2025. We’re a trusted brand, and we’re growing rapidly. In August of this year, our German subsidiary officially launched operations and opened a dedicated German Shopify store.

Is there any way to recover the Shopify Payments of our store? Or how can I contact the Shopify Merchant Trust Team except by email?

2

Unfortunately, when Shopify Merchant Trust marks a Shopify Payments ban as permanent, there is no escalation path beyond email and reversals are extremely rare, even for legitimate and growing brands.

At this point, the practical path forward is to move away from Shopify Payments entirely. To avoid payout freezes and sudden account shutdowns, it is safer to integrate Shopify Stripe Checkout via a third-party solution rather than using Shopify Payments. This gives you a direct Stripe relationship, more control over disputes, and avoids Shopify’s master account risk.

Many brands in your situation continue scaling successfully this way, including with localized Stripe setups for EU stores.

Hope this helps, and good luck with OXS’ growth.