Hello,
I have a Shopify store where the Shopify Balance account was active. The account is around 15 days old. We received a high-risk order of $50, which we had placed ourselves as a test to check if online payments were being accepted. The payment was accepted, but we don’t understand why the order was marked as high risk.
Now, when we launched a campaign, instead of receiving orders, we are getting messages from customers asking if the product is available. Some customers are saying that their orders are not being accepted even though their cards are fine. They are receiving an error saying, “Your card was declined. Try again or use a different payment method.”
We decided to test this ourselves by using our own cards as well as cards from family members, but none of the payments went through. Every time, the same error appeared: “Your card was declined. Try again or use a different payment method.”
I have contacted Shopify support multiple times. While they listen to my issue and forward it to the team responsible, I haven’t received any response from the account management team, despite following up multiple times. This lack of response is affecting my business, and I would appreciate any help or guidance on how to resolve this issue.