Shopify Payments FAQ
Find answers to commonly asked questions about Shopify Payments.
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Payouts
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. You can review all the transfers to your account that Shopify Payments attempts on the payout schedule in Shopify admin.
If you use a Shopify Balance account, then you can receive your Shopify Payments earnings in as little as one business day. Business days do not include weekends or US holidays.
Do I still receive payouts after closing my store?
After deactivating a store, any pending Shopify Payments payouts are still sent to the bank account on file, based on your preferred payout schedule. However, if any payouts fail, then you won't be able to troubleshoot the issue or change your payout settings or schedule, as you won't have access to your Shopify admin. You'll need to reactivate your store to be able to make any Shopify Payments settings changes or troubleshoot failed payouts.
You also won't be able to respond to any chargebacks after closing your store.
Your Shopify Payments account
- Can I use a bank account with multiple signors?
- How do I transfer ownership of my Shopify Payments account?
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. Learn more about bank account requirements.
How do I transfer ownership of my Shopify Payments account?
Contact Shopify Support if you want to transfer ownership of your Shopify Payments account.
Location and currency
- What are domestic cards?
- What are international cards?
- What are European cards?
- Do Shopify Payments fees include GST (goods and service tax) in Australia?
- Do Shopify Payments fees include GST (goods and service tax) in Singapore?
- What is PSD2?
- What is 3D Secure Checkout?
- I'm trying to set up Shopify Payments in the United Kingdom and it's asking for a CRN. What is a CRN?
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 following tables include a list of countries and regions that are supported as European cards.
Northern Europe country codes
| Country or region | Country code |
|---|---|
| Denmark | DK |
| Estonia | EE |
| Faroe Islands | FO |
| Finland | FI |
| Greenland | GL |
| Guernsey | GG |
| Iceland | IS |
| Latvia | LV |
| Isle of Man | IM |
| Jersey | JE |
| Lithuania | LT |
| Norway | NO |
| Svalbard and Jan Mayen | SJ |
| Sweden | SE |
Southern Europe country codes
| Country or region | Country code |
|---|---|
| Andorra | AD |
| Croatia | HR |
| Cyprus | CY |
| Gibraltar | GI |
| Greece | GR |
| Holy See (Vatican City State) | VA |
| Israel | IL |
| Italy | IT |
| Malta | MT |
| Macedonia | MK |
| Montenegro | ME |
| Portugal | PT |
| San Marino | SM |
| Serbia | RS |
| Slovenia | SI |
| Spain | ES |
| Türkiye | TR |
Eastern Europe country codes
| Country or region | Country code |
|---|---|
| Bulgaria | BG |
| Czech Republic | CZ |
| Hungary | HU |
| Poland | PL |
| Romania | RO |
| Slovakia | SK |
Western Europe country codes
| Country or region | Country code |
|---|---|
| Austria | AT |
| Belgium | BE |
| France | FR |
| Germany | DE |
| Ireland | IE |
| Liechtenstein | LI |
| Luxembourg | LU |
| Monaco | MC |
| Netherlands | NL |
| Switzerland | CH |
Saint Pierre and Miquelon (PM)
This region is a French territory in North America. The country code for Saint Pierre and Miquelon is PM.
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.
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 PSD2 directive.
Payments that are successfully authenticated by 3D secure are protected by a liability shift. When a payment is authenticated with 3D secure, the liability for fraudulent chargebacks or disputes is shifted from merchants to card issuers. This liability shift results in merchants no longer being liable for the costs of a chargeback or dispute. However, card issuers have policies that remove liability shift protection if too many chargebacks occur. For example, Visa's policy is that merchants who receive more than $7,500 USD in fraudulent chargebacks in one month are no longer able to shift liability to the card issuer.
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.
I'm trying to set up Shopify Payments in the United Kingdom and it's asking for a CRN. What is a CRN?
A CRN or Company Registration Number is located on your Companies House Registration Document. The CRN is a unique number automatically assigned when you register with Companies House. A CRN is 8 characters long, and is either 8 digits or 2 letters and 6 digits. The CRN is available publicly on the Companies House register. You might be required to provide the Companies House Registration Document displaying the CRN for business verification.
Learn more about the information requirements for Shopify Payments in the United Kingdom.
Purchases and refunds
- Is there a minimum transaction amount required when using Shopify Payments?
- My customer says they were charged for something but I don't have an order, why?
- Can a refund be canceled?
- How long do I have to issue a refund?
- After a refund, am I refunded for the credit card fees?
Is there a minimum transaction amount required when using Shopify Payments?
Yes. If the transaction total is less than the minimum, then the customer will encounter an error at checkout. The minimum amount is in place to ensure that you don't lose money from a transaction after your Shopify Payments fees are deducted.
The minimum amount is based on the currency in which you receive payouts.
| Payout currency | Minimum amount |
|---|---|
| USD, CAD, AUD, NZD, SGD | $0.50 |
| DKK | 2.50-kr. |
| EUR | €0.50 |
| GBP | £0.30 |
| HKD | $4.00 |
| JPY | ¥50 |
| RON | lei2.00 |
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 it's unclear what the charge is for, then ask the customer to contact their bank to confirm whether the charge is an authorization, a failed charge, or a successful transaction. If a charge remains on the customer's account for more than 5 business days without an order and the customer's bank can't determine what the charge was for, then contact Shopify Support for assistance.
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, then 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?
The maximum time frame of issuing a refund depends on your customer's bank's ability to process refunds for orders after a long period of time. You can usually issue a refund up to 120 days.
After a refund, am I refunded for the credit card fees?
No. The Shopify Payments Terms of Service sections C5, D5 and D6 state that we don't refund credit card fees on Shopify Payments transactions when a merchant issues a return to a customer. Shopify Payments incurs costs to process both the refund and the original transaction, so the original credit card processing fee isn't reimbursed.
This means that when an order's been paid for, if you later refund or cancel the order, then you don't get any credit card fees refunded, regardless of whether the order was fulfilled or not.
Chargebacks and declined payments
- Can I refund a chargeback?
- Why am I charged a fee for each chargeback?
- My customer said the dispute was a mistake. Can it be reversed?
- Can I add more information after submitting a response?
- My customer’s purchase was declined. Why?
- Can I find out more about the decline?
- How do I decrease the likelihood of a charge being declined?
- If I close my store, do I still get emails about chargebacks?
Can I refund a chargeback?
No. A chargeback happens when a credit card company refunds a charge to the credit card holder at your expense. An order's payment can't be refunded through Shopify after a chargeback process has been started, and the funds are automatically 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 yet, 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, refer to 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 display 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.
If I close my store, do I still get emails about chargebacks?
Emails regarding chargebacks are still sent to closed or paused stores.
If your store is closed or paused, and you receive an email about a chargeback, then you need to follow the link in the email to log in and pay for a new plan to reopen the store. After you reopen your store, you can submit the additional evidence for the chargeback.
If you don't reopen your store, then only basic transactional information is submitted with the chargeback.