I am urgently looking for assistance as we are unabel to get a reply.
A few days ago we started seeing a banner in our Shopify store stating that “Due to increase in chargebacks, Shopify would be keeping our payouts”.
We have 0 chargebacks. There isn’t a single chargeback in our store.
I immediately contacted support, and the agent said another team would contact us since we did indeed not have a any chargebacks at all and he didn’t understand the reason for this banner either.
Nobody got back to us, but we did receive a copy pasted message stating that
"We are constantly monitoring businesses we are supporting on Shopify Payments. Unfortunately, your business has been identified as presenting an elevated level of risk for customer disputes that we will be unable to support."
And that they will keep all our funds for 120 days.
To confirm: we have 0 chargebacks, and all our orders are fulfilled with tracking.
We need to pay production, shipping, salaries, and can’t accept for Shopify to keep our funds for 4 months!!!
If you’re facing a payout hold without any chargebacks, document all your transactions and communication with Shopify support for reference. In the meantime, explore alternative payment options to manage cash flow for your production and shipping needs.
That’s exactly what we did. We haven’t had a single chargeback, about 15K USD in sales in 2 months, and every single order is fulfilled with tracking.
We sent a documented processing breakdown of each order, but fail to get any human response from Shopify. The only email we are getting back is:
""While we are unable to provide specific information about our internal review processes, we can offer some general details regarding how Shopify Payments eligibility is assessed. When a review is completed there are multiple things that are considered. These may include, but are not limited to: chargeback risk, order fulfillment, the type of products/services being sold, and payment processing history.
As mentioned earlier, the actions taken do not limit your ability to utilize Shopify as a platform. The next step is to select a new Payment Gateway. All available third-party gateways can be found by following this link. “”
They are keeping 7k in funds for 4 months and refuse to give a reason.