Shopify Payments FAQ

How are funds transferred?

Shopify Payments transfers funds to your bank account.

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'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.

Payout shows “Paid” but no funds have been deposited.

We transfer funds every day, but most banks will only process the transfer on business days. This means that if funds were sent to you on a holiday or a weekend, you will 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.

What currency can I sell in?

The currency that you can sell in depends on the country your business is located in. Shopify Payments supports the following country and currency pairings:

  • Australia - AUD
  • Canada - CDN or USD
  • Hong Kong - HKD
  • Ireland - EUR
  • Japan - JPY
  • New Zealand - NZD
  • Singapore - SGD
  • Spain - EUR
  • United Kingdom - GBP
  • United States - USD

If you are processing payments in USD for a business in Canada, then you need to have a USD denominated checking account with a Canadian or American financial institution. USD payouts don't work with flex currency accounts or money transferring services that mimic bank account locations.

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 will be automatically retried within the next 72 hours. If your current account is valid and you are unsure why the transfer failed, then you should contact your bank to investigate the issue.

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.

Why are all my payouts 30 days apart?

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

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

We submit any refund that you make to your customer's bank immediately. Your customer will receive the funds from a refund in their account approximately 5–10 business days after the refund is submitted.

When a charge is refunded inside the authorization period of a charge (partial or full) the customer might not see a line item on their statement for a refund as we simply 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.

Can a refund be canceled?

No, refunds cannot be canceled.

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

Within how many days can I issue a refund?

You can issue a refund within 60 days of an order.

Processing limits and fund reserves

There is no limit to the amount you can accept each month/per transaction through Shopify Payments, and your funds will be 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 will be in touch right away to discuss this.

Can I refund a chargeback?

A dispute happens when the credit card networks refund a charge at your expense. The customer has already been refunded, so don't refund disputed charges manually.

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, we return the full amount (charge plus the chargeback fee) back to you.

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

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 submit additional information after my initial chargeback response?

You can add 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.

Declines happen for a variety of 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.

Since these signals are constantly changing, 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 future 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 is 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.

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 setup to receive ACH transfers, Shopify will be able to transfer funds to it.

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

Certain types of businesses and services are not permitted to use Shopify Payments. To see if you can use Shopify Payments, check the list of prohibited business types for the country your business operates in:

Can I accept debit cards on Shopify Payments?

Shopify Payments can accept Visa, Mastercard, and Amex debit cards in Canada, the United Kingdom, Ireland, Australia, New Zealand, and Japan. In the United States, you can also accept JCB, Discover, and Diners Club debit cards.

Shopify Payments cannot accept Interac cards in Canada.

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 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.

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.

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

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.

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