Shopify Payments FAQ


How do I get paid?

Shopify Payments transfers funds to the bank account you have entered on the Payment providers page in your Shopify admin. The account you use to accept payouts needs to be a full checking account, or a current account in the UK and Ireland. For more information on the bank accounts that you can use, see Setting up Shopify Payments.

Can I get my money faster?

The time it takes for Shopify Payments to transfer funds to your bank account depends on your pay period. We can't decrease an individual account's pay period, but we're actively working to reduce pay periods for all accounts. You can see all the transfers to your bank account that Shopify Payments attempts on the payout schedule in Shopify admin.

What counts as a business day?

Business days are Monday to Friday, except federal holidays for merchants in the United States, and statutory holidays for merchants in Canada, the United Kingdom, Ireland, Australia, and New Zealand. The day a customer places an order on your store is determined from the time that the order was placed in the UTC time zone.

Why does my payout show “Paid”, but no funds have been deposited?

We transfer funds every day, but most banks only process the transfer on business days. This means that if funds were sent to you on a holiday or a weekend, then you'll probably see the money in your bank the next day your bank is open. For transfers sent on business days, you should be seeing the funds by the next day.

If the transfer was submitted on a business day and you don’t see the money in your bank account within a couple of days, this likely means the transfer failed. Banks can take up to 3-5 business days to inform us about failed transfers, at which time we send out a failed payout notification (if enabled in the Shopify Payments account settings) and update your admin banner with the reason for the failed payout.

My payout failed, what do I do?

When a transfer fails, payouts to your bank account are put on hold until the issue is resolved. To resolve an issue causing your transfers to fail, follow the instructions on the Transfer failed banner on your Payouts page. For example, you might be prompted to update your banking details, or to click Retry payout.

If you update your bank account to a valid checking account, then the failed transfers are automatically retried within the next 72 hours. If your current account is valid and you're unsure why the transfer failed, then you should contact your bank to investigate the issue. For more on failed payouts, see Getting paid with Shopify Payments.

Why are all my payouts 30 days apart?

In certain cases your orders are subject to a 30-day payout period due to the products you sell. This payout period is required by our payment partner for some businesses. You are directly notified if your account requires a 30-day payout period instead of a normal payout period.

Your Shopify Payments account

My Shopify Payments account is on hold, what do I do?

When a Shopify Payments account is on hold, the Shopify account holder is sent an email with additional information. To resolve the issue, review this email and reply directly to it.

Does Shopify protect me from chargebacks?

No, chargebacks are your responsibility. Shopify can assist you by providing supporting documentation to dispute the chargeback, but it is the cardholder's bank that makes the decision regarding a chargeback outcome. Shopify can't change or appeal the bank's decision.

Are there any processing limits or fund reserves?

There's no limit to the amount you can accept each month or per transaction through Shopify Payments, and your funds are transferred to your bank account on the same schedule, regardless of volume.

In rare cases, we might request an additional reserve. If this is something that we feel might be necessary for your business, our underwriting team contacts you directly to discuss this.

Can I use a bank account with multiple signors?

Yes. The increased security that banks offer with multiple signors is used to protect changes to the account itself, not regular transactions in and out of it. If your account is set up to receive Automated Clearing House (ACH) transfers, then Shopify is able to transfer funds to it.

Are there certain businesses that are prohibited from using Shopify Payments?

Yes, there are some kinds of businesses and services that can't use Shopify Payments. See Prohibited businesses and check the list of prohibited business types for the country where your business operates.

Where can I find the Terms of Service for Shopify Payments?

Terms of Service (TOS) for Shopify Payments and related legal documents are available from Shopify Legal.

How do I transfer ownership of my Shopify Payments account?

Contact Shopify Support if you want to transfer ownership of your Shopify Payments account. If you sell your store using Shopify's Exchange Marketplace, then the process is taken care of by the Exchange team.

Can I pay my Shopify bill with my Shopify Payments account balance?

Yes, if you are located in the United States and using Shopify Payments, then you can pay your Shopify subscription bill with your Shopify Payments account balance.

Location and currency

What currency can I sell in?

The currency you can sell in depends on the country where your business is located. See Supported currencies for the list of country and currency pairings that Shopify Payments supports.

Can I sell in USD in Canada?

Yes, but you need to make sure your bank account is compatible. To learn more about bank account requirements for your currency, see Setting up Shopify Payments.

What are domestic cards?

Domestic cards are credit cards that are issued and used in the same country or region of your business. This means that the financial institution that issued the credit card is in the same country or region that your business is in.

For example, your business is located in Japan, and a customer makes a purchase using a credit card from Japan. This is a domestic credit card purchase.

What are international cards?

International cards are credit cards that are issued and used in a different country or region than your business. This means that the financial institution that issued the credit card is in a different country than your business.

For example, your business is located in Germany, and a customer makes a purchase using a credit card in the United States. This is an international credit card purchase, because the customer's credit card is from a country or region that is different from where your business is located.

What are European cards?

European cards are credit cards that are issued and used in specific countries and regions in Europe. This means that the financial institution that issued the credit card might be in a different country or region than your business. European cards are treated the same way that domestic cards are treated.

For example, your business is located in The Netherlands, and a customer makes a purchase using a credit card in Ireland. This is a European credit card purchase. Your customer's credit card is a European credit card, because it was issued in a supported European country or region.

The list of countries and regions that are supported as European cards are:

List of European countries and regions, and their associated country codes
Country or region Country code
Andorra AD
Austria AT
Belgium BE
Bulgaria BG
Croatia HR
Cyprus CY
Czech Republic CZ
Denmark DK
Estonia EE
Faroe Islands FO
Finland FI
France FR
Germany DE
Gibraltar GI
Greece GR
Greenland GL
Guernsey GG
Holy See (Vatican City State) VA
Hungary HU
Iceland IS
Ireland IE
Isle of Man IM
Israel IL
Italy IT
Jersey JE
Latvia LV
Liechtenstein LI
Lithuania LT
Luxembourg LU
Macedonia MK
Malta MT
Monaco MC
Montenegro ME
The Netherlands NL
Norway NO
Poland PL
Portugal PT
Romania RO
Saint Pierre and Miquelon PM
San Marino SM
Serbia RS
Slovakia SK
Slovenia SI
Spain ES
Svalbard and Jan Mayen SJ
Sweden SE
Switzerland CH
Turkey TR
United Kingdom GB

Do Shopify Payments fees include GST (goods and service tax) in Australia?

Yes. The current Australian GST rate of 10% is charged on all transactions that are processed through Shopify Payments.

Do Shopify Payments fees include GST (goods and service tax) in Singapore?

Yes. In Singapore, the current GST rate of 7% is charged on all transactions that are processed through Shopify Payments.

Where can I find out how much GST has been collected on Shopify Payments fees?

You can export a spreadsheet of your transactions that shows how much GST you've paid.

Do Shopify Payments fees include Value-Added Tax (VAT) for stores in Europe?

Shopify Payments fees do not include Value-Added Tax (VAT) for stores in Europe with the exception of Ireland. You may need to account for VAT at the local applicable tax rate on your VAT return.

What is PSD2?

On September 14, 2019, the Revised Payment Service Directive, also known as PSD2, was introduced in all countries in the European Economic Area (EEA) and the United Kingdom. There is an expected 18-month transition period for online stores in the affected countries to become compliant with PSD2.

PSD2 introduces new, strict security requirements for electronic payments to reduce the risk of fraud. You will be PSD2 compliant if you use Shopify Payments through our integrated 3D Secure checkout.

What is 3D Secure Checkout?

3D Secure is an additional security layer for online credit and debit card transactions. It adds an authentication step for online payments by redirecting the user to the card issuer’s domain, then back to the online store's domain to complete payment. Online stores in countries under the PSD2 directive require 3D Secure checkout integrations in order to be compliant with the the PSD2 directive.

If you're using Shopify Payments or Stripe as a payment gateway, then you're automatically using a 3D Secure checkout flow. Shopify Payments is optimized to minimize the use of 3D Secure, and only uses 3D Secure when required by the issuing bank in order for a transaction to be authorized successfully.

If you're using a third-party gateway and require 3D Secure, then you can use Cardinal as a 3D Secure provider.

Purchases and refunds

Can I accept debit cards on Shopify Payments?

Businesses in the United States can accept Visa, Mastercard, American Express, JCB, Discover, Elo, and Diners Club debit and credit cards.

Businesses in Australia, Hong Kong SAR, Ireland, Italy, New Zealand, Singapore, Spain, and the United Kingdom can accept Visa, Mastercard, and American Express debit and credit cards.

Businesses in Japan can accept JCB, Visa, Mastercard, and American Express debit and credit cards.

Businesses in Canada can accept Visa, Mastercard, and American Express debit and credit cards. Additionally, businesses in Canada using the Shopify POS can accept Interac debit cards for in-store tap transactions for up to $100 CAD using the Tap & Chip card reader.

Businesses in Denmark can accept Visa, Mastercard, and American Express debit and credit cards. If you want to accept payments using MobilePay, then you need to enable an alternate payment provider in your Shopify Alternative payment methods settings. These businesses can also accept Bancontact.

Businesses in Germany can accept Visa, Mastercard, and American Express debit and credit cards, Bancontact, as well as payments using SOFORT and Klarna Pay Later.

Businesses in the Netherlands can accept Visa, Mastercard, and American Express debit and credit cards, Bancontact, as well as payments using iDEAL.

Businesses in the Belgium can accept Visa, Mastercard, and American Express debit and credit cards, as well as payments using Bancontact, and iDEAL.

Businesses in Sweden can accept Visa, Mastercard, and American Express debit and credit cards, as well as payments using Klarna Pay Now, Klarna Pay Later, and Klarna Slice It. These businesses can also accept Bancontact.

Can I capture multiple payments on a single order using Shopify Payments?

No. You can capture a payment only once for an order, and the payment can't be more than the order's authorized amount. This means that your customers can't add to an existing order. If they want to add more products after an order has been placed, then they need to make a new order.

My customer says they were charged for something but I don't have an order, why?

Many banks display charges immediately when an attempt for payment is made, even if that payment fails. Most of the time, failed payment attempts appear as pending charges; however, some banks display them as regular charges. These charges, regardless of their status, appear for a short period of time before they are reversed. The amount of time that the charge appears on the customer's account depends on the bank, but is typically 3-5 days. If a charge remains on the customer's account for more than 5 business days without an order, then contact Shopify Support for assistance.

How long does it take for my customer to get refunded?

Approximately 5–10 business days. Although we submit any refund that you make to your customer's bank immediately, your customer's bank must still process the refund and apply it to their account. Processing time can vary between banks.

Inside the authorization period, when a customer is refunded (either partially or in full), the customer might not see a line item on their statement for a refund because we adjust the capture amount for the charge when it settles. They might still see the charge as “Pending” on their statement until the period expires.

If you would like help in determining the status of a refund that you have processed, then contact Shopify support for a refund reference number.

How do I refund an order?

If you're using Shopify Payments and you issue a refund, then the amount is deducted from your next available payout.

If you're using Shopify Payments and your payout doesn't have enough funds for a return, then there are different outcomes depending on where you are located. For stores located in:

  • Austria, Denmark, Germany, Hong Kong SAR, Ireland, Italy, Netherlands, Singapore, Spain, Sweden, New Zealand, and the United Kingdom, the remainder of the refund is deducted from the next payout until the refunded amount is covered.

  • United States, Canada, and Australia, the balance is debited from your bank account on the day of the payout.

A refund takes up to 10 business days to be credited back to your customer.

If a negative balance payout fails, then the payout is tried again in 3 business days. For more information about issuing refunds with Shopify Payments, refer to the Shopify Payments FAQ.

If you refund an order to store credit by using Shopify POS, then you can refund the amount to the original payment method later on. For more information about Shopify POS, refer to Point of sale.

If your Shopify Payments account displays a negative balance, then you might not be able to issue a refund. Refunds are listed as Pending until you have made enough sales to have a positive balance in your Shopify Payments account, and then you can successfully issue a refund.

Can a refund be canceled?

No. After you've issued a refund, it can't be canceled.

If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account.

How long do I have to issue a refund?

There's no time limit to issue a refund but you might not succeed in returning the funds after 120 days.

Chargebacks and declined payments

Can I refund a chargeback?

A chargeback happens when a credit card company refunds a charge to the card holder at your expense. A chargeback can't be refunded once the process started and the funds are taken from your account by the bank. If the chargeback is only an inquiry and the funds haven't been taken by the credit card company, then a refund is possible but not recommended. The credit card company refunds the customer directly if you lose the chargeback inquiry.

Why am I charged a fee for each chargeback?

When a chargeback is filed, Shopify Payments is debited the full amount of the charge fee to help cover the cost of processing the dispute. You can submit evidence to have a dispute resolved in your favor. If you end up winning the dispute, then we return the full amount (including the chargeback fee) to you.

My customer said the dispute was a mistake. Can it be reversed?

Yes, though only your customer can do so. If you've talked to your customer and they've agreed to drop the dispute, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also submit evidence to the customer's bank, including the statement where the customer said they would drop the charge. You could include evidence such as:

  • the date and time that you fulfilled the order
  • the billing information that the customer used
  • the IP address and country used for the order
  • shipping and tracking information for the order.

Can I add more information after submitting a response?

You can submit additional evidence to your response at any time before the chargeback due date. The due date varies from 7 to 21 days after the chargeback or inquiry is filed. For information on viewing and adding evidence to a chargeback, see Managing chargebacks and inquiries.

My customer’s purchase was declined. Why?

There are several possible reasons. When we submit a charge to your customer’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your customer’s spending habits, account balance, and card information like the expiration date and CVV.

These signals are constantly changing, so a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a new charge can still be declined by a bank’s fraud systems.

Can I find out more about the decline?

We show as much information as we receive from your customer’s bank about a decline in the order history. Most declines are generic, so we don’t have much information as to why a charge was declined.

If the card information seems correct, then it's best to have your customer contact their bank, ask for more information, and ask for future charges to be accepted.

How do I decrease the likelihood of a charge being declined?

The correctness of the card number, expiration date, and the CVV are the primary factors used by the customer’s bank when deciding whether or not to accept a transaction. The influence of other data that you collect, like the address or name, varies by card brand. For example, only American Express consider the customer’s name.

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