MATCH list removal / Shopify Payments
MATCH list removal through Shopify Payments
If Shopify Payments terminated your account and added you to the MATCH list, Shopify Payments is the only party that can submit a removal request to Mastercard. This guide explains what Shopify looks for, how to approach their risk team, and what a strong removal request looks like.
Why Shopify Payments adds merchants to MATCH
Shopify Payments processes card payments on behalf of merchants through Stripe as its underlying acquirer. As a result, Shopify Payments is subject to Mastercard's MATCH reporting requirements and must add merchants to MATCH when certain termination conditions are met. Common reasons include:
- Excessive chargebacks — chargeback ratios exceeding Mastercard's thresholds (MATCH code 4).
- Fraud — significant fraudulent transaction volumes identified through Shopify or issuer reporting (MATCH code 5).
- Policy violations — selling products or services that violate Shopify's Acceptable Use Policy or card network rules (often codes 10 or 13).
- Identity or onboarding misrepresentation — business details provided at onboarding did not match the actual business (MATCH code 14).
Your termination notice from Shopify will typically reference the reason. For official definitions of each code, see our MATCH reason codes.
What Shopify's risk team looks for
Shopify's compliance and risk team reviews removal requests against a structured set of criteria. Your request needs to credibly address each of the following:
- Root cause — a clear, honest explanation of what caused the listing. Generic or evasive explanations do not advance a request.
- What changed — specific operational, technical, or policy changes you have implemented since the termination.
- Evidence — supporting documents such as updated terms and policies, improved dispute data, PCI compliance certificates, or adjusted product lines.
- No recurrence — a credible explanation of the structural changes that prevent the issue from recurring.
Shopify's risk reviewers assess many requests. A well-structured, specific letter that addresses the actual reason code and demonstrates genuine remediation significantly improves your chances.
How to submit a removal request to Shopify Payments
The process is:
- Confirm that Shopify Payments was the processor that terminated your account and added the MATCH listing.
- Identify the MATCH reason code from your termination notice or Shopify dashboard notifications.
- Prepare a structured removal request covering root cause, corrective actions, and supporting evidence.
- Send the request to Shopify's risk or compliance team through their support channels, addressed to the risk department.
- Follow up if you do not receive a response within a reasonable period.
We help you build and submit that request. Our questionnaire gathers the right facts, and we draft a tailored, professionally structured letter addressed to Shopify Payments' risk team. Start your removal request.
Frequently asked questions
- Can Shopify Payments remove me from the MATCH list?
- Yes—if Shopify Payments added you to MATCH, only Shopify Payments can submit the removal request to Mastercard. Mastercard does not remove listings on direct merchant request.
- What does Shopify Payments need to review a MATCH removal request?
- A clear root cause explanation, concrete corrective actions, supporting evidence, and a credible case that the issue will not recur. The request should be addressed to Shopify's risk department.
- How long does Shopify Payments take to review?
- Review timelines vary—typically several weeks to months. A well-prepared request that addresses all relevant points tends to result in faster and more positive reviews.