Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024, I temporarily paused my online store, which I regularly do while managing school and business priorities. I own the domain name SoExcessive.com, which is trademarked and has been registered in my name for over 15 years. Recently, I received an email from ****** Merchant Center notifying me that another Shopify account had claimed my domain without authorization. Initially, I thought this email was spam, as no one else should be able to claim my domain. Upon investigating, I contacted Shopify, who confirmed the issue and acknowledged that I am the rightful owner of the domain (see attached transcripts and emails). Shopify’s support team stated that the domain may have been erroneously claimed by another account due to a technical error or lack of verification on Shopify's end. However, Shopify also admitted that their records show I own the domain, and ****** has independently verified my ownership. Despite multiple escalations and assurances from Shopify’s support team, three weeks have passed without resolution. The technical team has yet to reconnect my domain or provide any meaningful updates. This delay has directly impacted my ability to manage my business effectively, as I rely on this domain for online operations. I request that Shopify: 1. Immediately remove any unauthorized claims on the SoExcessive.com domain. 2. Reconnect the domain to my Shopify account. I have attached all relevant evidence, including: - ****** Merchant Center's email confirming my verified ownership of the domain. - Shopify’s communication acknowledging my ownership. - Transcripts from my discussions with Shopify's support team. This issue has caused significant disruption to my business operations, including the inability to manage my online store and potential damage to my brand due to the mismanagement of my domain. I request that the BBB intervene to ensure Shopify addresses this issue promptly and appropriately. Thank you for your assistance.

  

  Business Response

  Date: 23/12/2024

  Hello *****,
  
  My name is ****, an Operations Lead from Shopify. Thank you for reaching out regarding your concerns about your domain recovery issue.

  To continue our investigation, I have sent you a message on the ticket: #********  where before I will need to verify your account. Please reply on that ticket confirming if *****@soexcessive.com is associated with the Shopify account in question. We will continue the investigation there to protect your account data.
  
  For security, please follow these steps:
  
  1. CC your account owner email address.
  2. Reply from your account owner email with your .myshopify.com URL.
  
  Once authenticated, I will continue the investigation. If you have questions, please let me know.
  
  Best,
  **** | Operations Lead, Shopify
  

  
  

  Customer Answer

  Date: 24/12/2024

  Complaint: ********
  
  I am rejecting this response because: I was asked to confirm my account information only via email and no resolution has been provided. I will not accept this response until something is done - I have received the same message for three weeks that my issue has been escalated and I haven't heard anything.  
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 27/12/2024

  Hi, *****.
  
  This is ****** and I am a Support Lead at Shopify, I'm a colleague of ****'s.
  
  I can see that you've received an email with ticket ID ************************************ letting you know your next steps to reclaim your domain. If you still have questions about this, you can reply to that ticket or to **** in ticket ID ********.
  
  Best,
  ****** C | Support Lead 

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1rst, we exported our product file from Shopify into a csv file to markup all our products. We only edited the “variant price” column and left everything alone. We imported the file and after the upload was completed, we noticed that more than half of our product pictures were missing. We contacted Shopify immediately and the agent told us it was a “synchronization hiccup”. See attached conversation. We have made multiple attempts speaking to the first agent to rectify this situation and provide us with compensation for this major issue as Shopify doesn’t seem to want to fix anything. The file that was imported to Shopify contained ALL picture files - but yet they disappeared. The first agent was complete garbage and would not help, avoided answering questions and tried putting the blame on us when in the beginning she admitted it was a hiccup on shofiys end. Agent also stated that I would have to manually add all missing pictures back on the products that were missing pictures. We’re talking about hundreds of products here. The second agent was no better. Second agent told us to import the back up file, which we saved and that all of the pictures would return. Yet again that did absolutely nothing. Agent said they will “re-index” the website which again did nothing. It’s now Sunday night and half of the product pictures are still missing so customers can’t even see pictures of the products. Our Black Friday sale was supposed to start November 1rst but now that won’t be happening since starting Monday we will have to spend days manually uploading the pictures back on. Shopify is a disgusting parasitic company who takes no accountability of their actions and doesn’t offer any solutions. Imagine having a fully functioning website and thanks for Shopifys “synchronization hiccup” the website has no produce pictures for more than half of the products. We want Shopify to fix this issue, restore all of our missing product pictures and offer us compensation

  

  Business Response

  Date: 11/11/2024

  Hello, 
  

  My name is *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulties with your CSV import.
  

  CSV imports can be tricky to pinpoint exactly what or where something went wrong on. I do see on ticket # ******** our Specialist ********** has reached out requesting that you upload the CSV to your files section of the store so we can diagnose it directly and help resolve the issue. Please respond to ********** directly through the ticket link so we can help resolve the issue as quickly as possible.
  
  Regards 
  *****
  

  
  

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in February 2024 I requested Shopify to remove my mailing address from their mailing list through a BBB complaint. They assured me my address was going to be removed and that I should not receive any further mailers. Today 9/3 I received a new mailer from Shopify. I am attaching picture of the latest one.

  

  Business Response

  Date: 07/10/2024

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are still receiving unwanted mail from Shopify. 
  

  I have added your details to our marketing teams list and they will remove you from the database.. This removal process can take a little time but you should not receive any more mail from now on. I apologise for this inconvenience.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:30/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I think there is a fraudulent shop/shopify account using my email and old cell. This pops up when I order from *************. I live in the ** and Shopify/Canada is doing this and they have no contact info. I will gets texts to my old cell...************ and suddenly I am getting emails to my email address: ********************* If I accidentally signed up, it wasn't my intent. I demand that they stop ******* me - and demand that they immediately close this fraudulent ************ is the annoying and unwelcome email:Sign in to Shop Inbox Shop <************************>12:02PM (2 hours ago)to me Shop logo Sign in to Shop as *********************Enter this code to sign in:835044 This code will expire in 10 minutes and can only be used ********* InstagramTwitter Note: This email is not monitored for replies. If you need a hand, please visit our help ********** are receiving this email because you signed up for Shop including Shop Pay.Shopify | ************************************************************* Shopify, all rights reserved.

  

  Business Response

  Date: 03/10/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I have reviewed your details and can confirm you did create a SHOP account with us in 2021 using your email address and old phone number. 
  To prevent those messages from being sent to your email address you will need to delete your account. To do this please enter your email address into this link here ************************, and then check your email to complete deleting your account. If you don't receive an email please check your old phone for a text message. 
  
  Once you've completed this you will no longer have those emails sent to you. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I wish there would have been an easy way for me to contact shop or to delete by myself.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:30/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to Shopify's AUP, violations typically pertain to "illegal or unauthorized transactions, prohibited business practices, or other violations of laws and regulations." However, as I had not initiated any transactions or activities, it is perplexing how my account could be deemed in violation of these policies. It raises serious questions about the basis for this determination.The AUP states:You agree to use the Services only for purposes that are permitted by the Terms and any applicable law, regulation, or generally accepted practices or guidelines in the relevant jurisdictions.Shopify reserves the right to terminate accounts that are in violation of these rules.Given that my account was newly registered and inactive, how could it possibly breach these guidelines? I have adhered to the terms, and there have been no opportunities for any potential violations on my part.Furthermore, the lack of communication surrounding this decision is alarming. I have reached out multiple times to your support team, yet the responses I receive are vague and unhelpful, often repeating the same generic statements without addressing my specific situation. The abrupt closures of my chats only add to my frustration, leaving me feeling dismissed and unheard.

• Initial Complaint

  Date:29/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/24 my account was locked due to a security concern. Ticket: ********. I responded promptly within 2 hours of the email to answer the questions asked. I then went days without a response. I have had over 10 interactions with different support/chat advisors without any resolution other than being told to "patiently wait". I have now been unable to pay rent, pay employees, or pay for my inventory restock. I have had two employees quit already due to this issue. I have lost the trust of my customers and my business reputation has been tainted due to the lack of order fulfillment that was promised to our customers. We have done everything ******************** has asked, complied with all rule, made all payments - yet, we have no assistance with our issue other than being told to wait. I am able to loose my business over this issue and I am unable to speak with anyone higher in power than the chat advisors. I need help before my business is forced to shut down, please!

  

  Business Response

  Date: 01/10/2024

  Hi ******,

  My name is ********, and I'm a Support Lead here with Shopify. I regret to hear about the issues you've been experiencing with your account. There is an existing ticket (66e5c1dd-ed1c-4df2-92f5-126a70021290), and from what I can note, the matter seems to be resolved.

  Should you have any additional questions, please reach out through that ticket, as the team supporting you on this matter is best positioned to guide you further on any outstanding issues.

  Best regards,

  ******** | Support Lead

  Customer Answer

  Date: 01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:28/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are withholding my Shopify payments for my small business, making customers angry with me and making me unable to pay rent, they refuse to give me any way to contact their higher *** for help and refuse to provide any solution

  

  Business Response

  Date: 29/09/2024

  Hello ****,
  
  My name is **** and I'm a Support Lead at Shopify, I understand that you have some questions about the payout hold you've received. I'm happy to ensure that you get the information you need to address this. 
  
  Our verification team has seen that there is some information missing from your setup of Shopify Payments. To resolve this, they have sent you a request for the missing information, on ticket b700e465-e377-42bb-b5f2-7b5e15f42975. That ticket will have a link to submit the necessary documentation and get your payouts working. 
  
  Please let me know if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 29/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have reinstated my payments and I will be receiving my money.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:28/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify, reinstated my Shopify payments roughly 2 weeks ago at this point. But now my payouts are being withheld. While they are being withheld Shopify is still collecting a portion of those sales from my bank account as repayment for my Shopify capital. When I contacted Shopify about this I was brushed off and told they would handle it with urgency but that their team doesnt work on the weekends. This issue has been on going for 2 weeks and its been handled with urgency?! I dont resell I make all my items so I dont understand what documents Shopify was seeking but if they were seeking them why was I previously told the issue was resolved?Additionally Shopify removed Shopify payments back in 2022 and continued to charge me for the use of Shopify payments in that time through my Shopify account. My stores plan includes Shopify payments so I should have been entitled to Shopify payments that whole time or a discounted rate for having to pay not only a 3rd party BUT also having on top of my normal membership pay a 2% fee on all transactions.The removal of Shopify payments costs me hundreds of dollars that Shopify pocketed.

  

  Business Response

  Date: 01/10/2024

  Hello ****, 
  
  My name is **** and I'm a Support Lead at Shopify, I understand that you have some questions about the payout hold you've received. I'm happy to ensure that you get the information you need to address this. 
  
  The team investigating this that can help you out has sent you a ticket, ticket 596bca1f-5b93-4da2-8b08-925d234415e0 where they have confirmed that you are now able to set up Shopify Payments. 
  
  To address your other questions, I wanted to confirm that your Shopify subscription and Shopify Payments are two separate offerings from Shopify. Shopify Payments is a payment gateway, with specific rules and regulations. This is not included in your Shopify subscription, but a separate charge, paid for by the transaction fees from orders. Your Shopify subscription covers the website and tools offered to assist merchants in building an online store. Many merchants use Shopify Payments for convenience and savings, but there are many other merchants whose products do not meet Shopify Payments regulations, and are still able to use Shopify with a third party gateway. 
  
  I hope this helps answer any questions about Shopify services. For questions about the payout hold itself, please continue to work with our Trust team on ticket 596bca1f-5b93-4da2-8b08-925d234415e0. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  
  

• Initial Complaint

  Date:25/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify is currently holding my payouts and over $3k in balance (and growing) with no explanation or resolution. My open support ticket numbers are:**************** ******** ******** This first started on Monday, Sept 24 when we were supposed to receive a 1575 payout: We did not receive that and only received $69.37 instead. Then we were supposed to get $295.89. We did not receive that either and only received $123.92. We need this money to run our business and it's unacceptable to have these payout issues without any resolution. Many other merchants are having the same issue and reporting it on social media.

  

  Business Response

  Date: 27/09/2024

  Hi ******,

  My name is ********, and I'm a Support Lead here at Shopify. Thank you for taking the time to share your experience with us. The Better Business Bureau is a public platform, and for that reason, account details cannot be discussed here.

  I have reached out to you directly in ticket #******** to continue the conversation and support you further.

  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:23/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify deactivated my store *************** on 9/12 with zero communication or rationale as to why this occurred. I am a dues paying customer. It has been 12 days and I have not gotten a single contact about why they shut my site down. This is costing me thousands in sales and reputation.This company is my dream and put hundreds of hours and thousands of dollars into this sit to be able to pursue my dream. Shopify has taken my store hostage with zero notification and is running my business into the ground while I sit refreshing my inbox awaiting a communication By the way i have been initiating a conversation with their offshore chat agents daily since my store was taken down. They have apparently escalated this 5 plus times but im not sure if that escalation is actually going anywhere. They also have lied and told me on different occasion that I would get an email by end of day or within 24 hours (none of which happen).I have taken every avenue to try to get a response (linkedin messages to employees, posts on the shopify forums, email to any shopify associated email i could find online) and it has been crickets. Shopify - I implore you to reactivate my store and let an honest startup continue our entrepreneurial journey. This is seriously keeping me up at night and causing me ultra anxiety.

  

  Business Response

  Date: 24/09/2024

  Hi ****,

  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of the issues you've been having, and I thank you for taking the time to share the experience here. 
  Better Business Bureau is a public platform and account details can not be discussed here for security reasons. I have reached out to your directly, please respond to me on ticket #******** and I can look into the matter further.

   

  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 24/09/2024

   
  Complaint: 22327679
  
  I am rejecting this response because the company requested additional information to authenticate my identity (which makes sense)

  However, I provided this so now we can focus on the real resolution which is reactivating my store.

  Sincerely,
  
  **** *******

  

  Business Response

  Date: 25/09/2024

  Hello ****,
  
  ******** here again to inform you that the relevant team has reached out to you on ticket eadce260-3856-4295-b541-da8578c70d31. Please review and reach out directly to the team on the above mentioned ticket, and looking after the matter as they would be best placed to support you further.
  

  Kind regards,

  ******** | Support Lead

  
  

  Customer Answer

  Date: 25/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******