I have been a Shopify merchant for years. I recently upgraded to Shopify Plus and spent $400 to get priority support. I
am writing this post because after 17+ days of daily contact with support and zero resolution, this is my last resort
before I leave the platform entirely.
The situation:
On March 24, 2026, a 30% reserve was placed on my payouts due to a chargeback rate above 1% in the prior 90 days. I was
told the reserve would be lifted once my chargeback rate stayed under 1% for 30 consecutive days while using Shopify
Payments.
I met that condition. My chargeback rate from March 24 to today (May 11) has been under 0.50% — that is 48 consecutive
days, nearly double the required 30, using Shopify Payments the entire time.
The support experience:
I have contacted Shopify support every single day since April 24. Here is what I have received:
Agents telling me my chargeback rate is still above 1% — which is factually incorrect
“Let me escalate this to the Merchant Trust team” — repeated on every single contact
Zero responses from the Merchant Trust team despite agents guaranteeing 24–48 hour replies
It has now been 10 days since I received any reply at all
I never received a ticket ID from the original March 24 email, and the email was a no-reply address so I cannot respond
to it
Every email I receive from Shopify is a no-reply, meaning I have no direct line to the team holding my money
I upgraded to Shopify Plus specifically because I was told it comes with priority support. I have seen none of that.
What is at stake:
These are funds I have earned. They are being held past the conditions I was given to have them released. Every day
this drags on is cash flow I do not have access to while running a business. This is not a minor inconvenience — this
is affecting my ability to operate.
To any Shopify staff reading this:
My store URL is [your store URL]. I need someone from the Merchant Trust team to contact me within 24 hours with a
resolution — not another escalation promise. If that does not happen, I will be closing my Shopify store, moving to an
alternative platform, and I will not be paying my outstanding Shopify Capital or Shopify Credit balances, as I do not
believe I owe anything to a company that holds my money without justification and ignores my attempts to resolve it.
I am not writing this out of anger alone. I am writing this because other merchants deserve to know what to expect, and
because I genuinely have no other channel left.
If anyone has dealt with a similar reserve situation and found a way to get it resolved, please reply. I would
appreciate it.