Hello Shopify Community,
I wanted to share my recent experience with Shopify Payments in hopes of getting some advice and support from others who may have faced similar situations.
Background:
I have been using Shopify Payments for my store for over a year with no major issues. I maintain a low chargeback rate (only 1 chargeback in the last 3 months) and have clear policies for refunds, returns, and customer service.
What Happened:
A few days ago, I received an email from the Shopify Merchant Trust Team stating that my account had been flagged as an “elevated level of risk for customer disputes.” As a result:
- Shopify Payments has been disabled on my store.
- My store is no longer visible in the Shop channel.
- Shopify is holding my pending payouts for 120 days (until June 29, 2025).
- I was given no prior warning or chance to fix any supposed issues.
Why This Feels Unfair:- I have had only one chargeback in 3 months, which is well below industry standards.
- Shopify did not provide any specific reason or data to support this “high risk” claim.
- I have always complied with Shopify’s policies and provided excellent customer service.
- Holding my funds for 4 months is a major financial burden on my business.
What I’ve Done So Far:- I appealed the decision via the provided form but have received no response.
- I sent a follow-up email but still haven’t heard back.
- I am now looking for alternative payment providers, but this sudden disruption is costing me thousands in lost sales.
**My Questions for the Community:**1. Has anyone else faced a similar Shopify Payments termination?
- Were you able to successfully appeal? If so, how?
- Is there a way to speed up the appeal process or escalate this issue?
- Has anyone successfully reclaimed their held funds earlier than the 120-day period?
This decision is having a severe impact on my business, and I’d appreciate any advice or insights from fellow merchants. Thank you in advance!