STAY AWAY FROM SHOPIFY PAYMENTS

Payments + Shipping & Fulfilment

Topic summary

A merchant switched from Stripe to Shopify Payments and encountered severe issues with bank account verification. Despite updating their IBAN through support, the old account details remained active, forcing them to pause payouts to prevent funds going to the wrong account.

Financial Impact:

  • Over $6,000 currently held in suspended payouts
  • Additional $14,000 in lost sales due to inability to send payment links
  • Business operations threatened by cash flow disruption

Support Experience:

  • Two weeks of daily support chats with no resolution
  • Repeatedly asked to submit verification documents (ID, utility bills)
  • Received false assurances that restrictions were lifted
  • Eventually appears to have been blocked from accessing the support chat system
  • Emails now going unanswered

The merchant is pursuing legal action. Another user reported similar frustrations, experiencing 24 fraudulent orders within one month—including all 17 transactions through the Shop app—with chargebacks charged even on cancelled orders. They criticized Shopify’s fraud detection system and recommended PayPal instead.

Status: Unresolved, with the original poster unable to access support channels.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Stay away from shopify Payments.

I am here to share my personal experience with shopify payments, and shopify help center.

2 weeks ago i changed from stripe payments to shopify payment. I have used shopify long time ago once or twice. Thats why i still had an old IBAN in my account. After a short chat with the support, i could swap it to the new iban. After that i thougt all was set and done. Wrong. The old IBAN was still active, and if i wouldnt have done anything, all the money of the paid orders would have ended up in nowhere. So i paused the payout. I went back to the support to ask for a correction of my bank details for the payout. That all happened 2 weeks ago and since then, nothing has happened. I was daily in the support chat and talked and spent hours of my time, with the hope, that anyone feels responsible to solve my problem. i got reassuring mails, that my problem is worked on, and i even got mails that stated that all restrictions are lifted and we are ready to go- absolutely bad lies all the way.

I was constantly asked to send in verifications, ID pictures, utillity bills… and never was my new iban granted, nor did i get any money yet.

Nothing happened until now, my mails are not responded to and the money that is on hold is currently over 6.000 Dollar. Since i also cannot send payment links to other customers, i can add another 14.000 dollar to that. THIS is the money that my business is missing until today. If i dont get a quick solution, its gonna ruin my business. I dont get contact with anyone in charge or that is able to help me quickly and well.

The latest story is, that i got somehow blocked by the shopify support. I cannot access the chat anymore. It always shows:

"There’s a problem loading this page

A technical problem with the Shopify Help Center prevented this page from loading. Please go back to the Help Center home page or try reloading this page."

i tried with another account- it worked smoothly. I can only suspect that it’s a way of shutting out “annoying customers”

All things considered: I have bills and employees to pay, customers WANT to pay or even paid already, a lot of money is on hold, and i stupidly trusted shopify payments to be a good alternative as a payment solution.

I am already taking legal actions.

2

Hey Donna_ethan. How did you get help and from whom?

3

how/where?

4

There’s no @donna_ethan And your new IBAN was simply not eligible, or you hadn’t set up 2FA

5

Agree!! I also had a terrible experience!! I was with Shopify Payments for less than a month, and I received 24 fraudulent orders, for which, besides losing the product cost and paying shipping for them, I am also getting charged the Chargeback fees, EVEN ON THE ONES I CANCELLED! The transaccions were NOT FLAGED with a Risk. They all just went trough. Not to mention 100% of the transactions that came trough the SHOP APP (17 orders) were ALL FRAUDULENT. When I noticed this I immediately uninstalled Shopify Payments, and of coarse, Shopify wont hold any accountability for its lousy FRAUD DETECTION SYSTEM. I was a complete nightmare. Stick with Paypal, they know their business.