Thanks for the response. I sell plumeria, and am based in U.S.A. The
support rep. told me she doesn’t have an answer and said something very
similar to you, so it seems it’d be useless to follow up with that email.
Would you like me to send the support ticket here?
Topic summary
A merchant’s previously available Shopify Balance activation option disappeared after receiving their first order from Mexico. Support staff couldn’t provide specific reasons for the removal.
Official Explanation:
- Shopify Balance eligibility is determined by multiple data points in their systems
- Offers appear and disappear based on automated eligibility assessments
- No way to expedite or manually restore access
- Merchants are notified via admin when eligible
Support Limitations:
- Community forum staff cannot authenticate users or access account details
- Frontline support lacks visibility into specific eligibility criteria
- No escalation path available for this issue
- Recommendation is to wait for the feature to be offered again organically
Community Perspective:
Another user claims Shopify is systematically withdrawing the Balance feature, suggesting support representatives don’t have full information about what’s happening.
Status: Unresolved. The merchant must wait indefinitely for re-eligibility with no clear timeline or action items available.