Complaints

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:13/03/2024

  Type:Sales and Advertising 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.

  I am the owner of one of the shopify store, We had an order which the customer opened a chargeback for, It was order ****, customer opened a chargeback for the full amount, but we already refunded partially. The bank sided with the customer on the chargeback, so we lost the full sales amount + the merchandise + the partially refunded amount which was $200. The $200 partially refunded amount should be returned to us (the seller)
  
  Shopify support said their payment processing partner can not get this amount back to us. This is totally not fair to us as merchants.

  

  Business Response

  Date: 19/03/2024

  Hello *****
  

  My name is *****, I am a Support Lead here with Shopify. I am sorry to hear of your difficulties with customer chargebacks. 
  

  As ecommerce grows, consumer expectations and behaviours evolve and the ability for a consumer to create a chargeback has also evolved. Chargebacks are controlled by the Banks and credit card companies and not by Shopify. Shopify has no insight into any workings of a chargeback other than giving a portal for our Merchants to submit their evidence about any such chargeback against their store, which is why we cannot return any monetary value. These submissions are crucial to provide the banking partners with as much information as possible so you have a good chance to win the case against the chargeback. We have some great information in our help center that have some tips to combat chargebacks. 
  

  I hope this gives you more insight into the process. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 19/03/2024

  
  
  Complaint: 21425688
  
  
  
  I am rejecting this response because: We store owners on Shopify has contract with Shopify, Shopify has the fiduciary duty to act in our best interest and not just say it's out of our control and call it a day. Again, I am wiring this complaint because we are losing more than the possible sales amount, banks are ******** us and Shopify does not do anything. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 22/03/2024

  Hello *****
  

  ***** here again. Shopify is continually working for our Merchants to help with their growth and to help make their business as successful as it can be. There are many resources available to help if a Merchant finds themselves with an issue.

  Chargebacks are outside of this. Shopify has no control over any aspect of a chargeback. The process is between the banking partners involved in the transaction and not Shopify itself. I know this is not the answer that you may be looking for although it is the only one there is in regards to chargebacks. If you have any other questions or issues that we can help with please do not hesitate to contact our Support Advisors through our Help Centre. 

  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/03/2024

  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 takes two weeks to give my businesses payouts which in turn affects my business and creates problems with my bills

  

  Business Response

  Date: 12/03/2024

  Hello *******,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 13/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because:  I have responded to Shopify and no one has reached out I responded from *********************** which is also associated with my business Kchell Fashions. Shopify holding my payouts for 2 weeks has totally disabled my business production of being able to pay bills employees and it has put my business in debt. Shopify does this because they are not a company headquartered in ******* that's how they avoid *** laws and are doing many companies like this according to employees. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 13/03/2024

  Hello *******,
  
  Thank you for your continued communication.
  
  As you are aware, I reached out to you yesterday on ticket ********, asking for some account information so I could look further into the issue with you. When you reached out to the BBB, you provided the email ************************, so this is the email we created ticket ******** with. In ticket ********, I asked if you could please respond to me from the Account Owner email associated with the account, and in addition, provide the myshopify URL of your store. However, at this time you have not provided these required details in your response as of March 12th, meaning I am unable to look into, or speak about your account. For additional context, I am not seeing ************************ as a user/account owner on any active ******************** stores.
  
  If *********************** is your Account Owner email address for your store, please CC that email address in to ticket ********, and then make sure to reply directly to the ticket using that email. As security is very important to us, this helps us ensure we are only speaking directly with the owner of the account. In your reply, please make sure to also include the myshopify URL of the store you would like to speak about.
  
  I look forward to your response on ticket ********, so that we can work on any applicable next steps related to your payouts.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 13/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because: I already responded to the email. I totally get why we are being treated this way. We live in a racist world.  Now they will try to say they never got a response. Case is building. All I want is my money. We don't have to take this court if you all provide my my payouts sooner than two weeks. ************ 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 18/03/2024

  Hello *******,
  
  Thank you for your continued communication. I wanted to recap our conversation here from ticket ********.
  
  We have looked through a number of your payouts, and are not currently seeing any payouts that are taking two weeks (or near two weeks), to be paid out. As an example, your store took two orders on March 12th, that were then paid out to your Shopify Balance account on March 15th. This is a turnaround of about 3 business days, which is consistent with your current payout schedule to a Shopify Balance account. Of course, since you currently have your payouts set up to your Shopify Balance account, if you are then transferring money to your personal account there may be additional days for that transfer to occur. More information on that is available here. 
  
  If you are not using your Balance account for anything other than collecting payouts, it could be quicker overall to go back to using your bank account directly as your payout account, rather than having payouts go to Balance, then transferring them to your personal account. Generally speaking, for merchants in the US, your payouts can take anywhere from 2-5 business days when set up to deposit directly to your bank account. To help ensure that you receive your payouts quickly within that time frame, you can enable two-step authentication, as well as verify your bank account with Plaid. If you have not already done those steps, you can find more information about payout times and these steps in our help document here.
   
  As also mentioned in ticket ********, if you have any specific payouts in mind that you are seeing taking two weeks, please provide them for us, and we'll be happy to take a look. Feel free to also respond with any additional questions you may have.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because: Greetings I am disabled and have a hard time getting things done on the computer.  I have to get assistance with things like this just to get the tasks complete.  When I called in for assistance your agent hung up on me after he wanted to verify a bank charge and then when I get the bank on the phone all of a sudden finds it when in his computer..  I don't understand why you can't assist customers with disabilities.  This  within your company needs to be addressed. Then on top of that in spite of the situation now you all tell all or agents not to deal with me over the phone,  but over email.  Why discriminate against one customer? Then you charge 77 for a ******************** capital fee without doing a payout, wow.  What kind of nonsense is that?  Then when Shopify finally gives a payout that I've been waiting for 7 days you charge me 3 shopify capital payments, when I'm using your system.  Why can't you take out your money properly on time without over charging the customer whenever you feel like it.  I plan for my funds not you. Stop deducting funds from my payout or accounts without my authorization.  Correct your software issue with the communication disconnect from Shopify Capital and Shopify Balance. They do not work together. ... The long awaited payouts that I'm referring to are like the Charges that Occurred on Feb 22 2024 order#**** took 5 Days to Payout.  That is too much time to wait for funds that are being transferred electronically.  Square doesn't even take this long. Pay me faster. No Overnight lending on my money and I'll get it faster. Pay me faster lower your fees solve the day.  Thanks Have a great day.

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

• Initial Complaint

  Date:11/03/2024

  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.

  I have been locked out of my account for over 3 weeks with no resolution.i no longer received any information or codes from the authentication app and could not log in. I provided the requested documentation on 2/25 and received no additional communication outside of a confirmation of receipt for the requested documentation. I am locked out and cannot post, or see any orders. *** had numerous chats with support and still I have not been allowed access back into my account. I fear that my account *** now be controlled by hackers as I have no access.

  

  Business Response

  Date: 14/03/2024

  Hi *****,

  My name is ******, a Support Lead at Shopify. 

  In looking into your inquiry further, I can see that the situation has been resolved. If you still have any questions or concerns, please contact our 24/7 Live Support team. You can also reply to Support ticket ********, and that will go directly to the Specialist and team who have been assisting you. 

  Please note that your account security is of our utmost priority, and we take extensive measures to ensure your account and data is kept safe. This may lead to waiting periods during sensitive identification-related processes, such as disabling two-factor authentication or changing account owner details. 

  Thank you,
  ******
  Shopify Support Lead
  

  
  

• Initial Complaint

  Date:11/03/2024

  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 holding my money that I have earned without any explanation or any assistance of getting my money back

  

  Business Response

  Date: 14/03/2024

  Hello ********,

  My name is ******, a Support Lead at Shopify. 

  As the Better Business Bureau is a public forum, I am not able to authenticate your identity as the Store Owner, or provide any account-specific details. Please refer to your last interaction with Shopify, ticket number ********, for details pertaining to your account. Our Specialist has been working with you on that ticket, providing information and next steps. You have been given a full explanation of the situation in that support interaction. If you have any questions, please reply to that email, as that will go directly to the specialist and team in charge of your case.

  If you have any further questions regarding your case, you can reply to that ticket, or contact our 24/7 Support Team here: ***********************************************************. I will send you a private email as well, to reiterate the information that you have been provided in ticket ********. 

  ******
  Shopify Support Lead
  

  
  

  Customer Answer

  Date: 14/03/2024

   
  Complaint: 21406833
  
  I am rejecting this response because:
  The company sent over notice for the release and I still dont have my funds released. Again this has nothing to do with the **** brand and you are still holding money after they notified you to release it . I had to wait over a week to even figure out why money is being held. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 18/03/2024

  Hi ********,
   
  In general, Shopify is legally obligated to comply with legal documents such as liens. If you are able to provide evidence of the lien being released, please send that information to the agent you were speaking with in ticket ********. Replying to that email will go directly to the specialized agent and team that can support this issue, and help you towards a resolution. We are committed to supporting you in a timely manner, and look forward to your next communication. 
   
  Thank you,
  ******
  Shopify Support Lead

• Initial Complaint

  Date:09/03/2024

  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.

  I have a Shopify store that I placed temporarily on hold for months. Last week I decided to add more items to update and just check. Well I keep receiving an error message numerous times after having been given the correct codes to enter through the two-step authentication process. Needless to say the HELP center has NOT been helpful at all. Then I received an inquiry from ****** person asking what are my plans for the store? This is none of Shopify business. I don't have to explain myself when I have been paying fees monthly to keep the store on HOLD. THEY CERTAINLY DONT MIND CHARGING MONTHLY WITHOUT AN EXPLANATION. I want them to INVESTIGATE PROPERLY WITHIN A DAY OR TWO NOT WEEKS AS TO WHY I KEEP RECEIVING THESE ERROR CODES OR REFUND ALL OF MY MONEY TO ME.

  

  Business Response

  Date: 15/03/2024

  Hi Sumatra, 
  
  My name is *******, I am Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support on getting a refund on your account due to a delay in the 2-factor authentication review. Due to BBBs being public in nature and the sensitive account information around this issue, I can send you a private email through our support system, however, you have not added an email address. 
  
  Action request: please reply to this BBB with an email address.
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  Cosette | Shopify Operations Lead
  
  

• Initial Complaint

  Date:09/03/2024

  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.

  Shopify is the ABSOLUTE WORST company I have EVER dealt with. As a WNBA player, Olympian, and public figure I will be telling EVERYONE how bad of a service Shopify is. I reached out to Shopify on February 7th as I could not log into my account because the 2-step authenticator was not working. It is now March 9th and I still have not been able to get into my account. I have contacted support over 9 times, and all I am ever told is that their specialized team is working on it. I had one customer service rep tell me it should not take this long and they have no idea what is going on, no idea, and that they can not directly get an answer from the specialized team. I have reached out on ********, and social media and I have sent in proof of my identity. ALL I need Shopify to do is take down my 2-step authenticator so I can log back in. As a business now SHOPIFY is hurting my word and reputation as customers are not getting their orders. I will let the WORLD know this is how SHOPIFY treats their store owners.

  

  Business Response

  Date: 15/03/2024

  Hi ****, 
  
  My name is *******, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support on restoring your 20 Factor Authentication. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******* * | Shopify Operations Lead
  
  

  Customer Answer

  Date: 16/03/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21408780, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:08/03/2024

  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.

  I wanted to start my business and use Shopify back in October 2023. Within 24 hours I canceled Shopify deactivated the account. My account is still being charged. I had to place a stop pay on my Shopify account. I never opened the store. I never use the service. They are constantly harassing me and billing me and sending me an email every 2 to 3 days.

  

  Business Response

  Date: 11/03/2024

  Hello *********, 
  
  
  My name is ***** - I am a Support Lead here at Shopify. 
  
  
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account specific details within this portal. That being said, I have reached out to the email address provided with more information on your issue. In order to close your store I will need some information from you to verify your account. Please respond to ticket number 46196607 with the requested information in order to move forward. 
  
  
  Thanks, 
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:08/03/2024

  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.

  As a seller on Shopify utilizing Shopify Payments, I recently encountered a puzzling issue regarding transactions with one of my customers. Everything seemed routine when they made a payment on February 23rd, 2024, using their credit card. However, complications arose when they attempted subsequent transactions on February 28th, as part of our ongoing collaboration.Oddly, while the initial transaction went through smoothly, the following two transactions were inexplicably held by Shopify Payments, leaving me perplexed and concerned. I immediately reached out to Shopify's customer support, hoping to swiftly resolve the matter.However, my attempts to seek clarity and resolution hit a wall of automated responses and vague assurances. Initially, I was informed that their payment department would review the issue within three business days, without requiring any additional information from my end. Yet, subsequent follow-*** only yielded repetitive assurances that my case had been escalated to their payment team.Despite my persistent efforts to communicate with Shopify's support team, I find myself stuck in a frustrating loop of robotic responses, with no concrete timeline for resolution or any substantive updates on the status of my case. This lack of transparency and communication from Shopify is deeply concerning, as it directly impacts my business operations and undermines the trust I've placed in their platform. Here is details of my payments on hold without any proper explanation:Card Details: **** **** **** 8610 Authorization key: pi_3OpEhDS4F8TtO0CW0L5hpMTj Amount: $899.00CAD Payment ID: ************************* Date: February 29, 2024 Card Details: **** **** **** 8610 Authorization key: pi_3OpEj7S4F8TtO0CW0OI2YSok Amount: $1,098.00CAD Payment ID: ************************* Date: February 29, 2024

  

  Business Response

  Date: 09/03/2024

  Hi *****, 
  
  My name is *******, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support with your payouts. Due to BBBs being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  Cosette  T | Shopify Operations Lead

• Initial Complaint

  Date:08/03/2024

  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 have been holding my money since February and after MULTIPLE attempts to reach out and ask for them to release the money, they won't. They've reinstating my store so admitting to it being a false suspension but still won't release the funds. I've contacted them so many times with very few responses and they still will not release over $15,000 they have on hold. This business is what feeds my family and I'm unable to pay bills that need paying because they decided to hold funds with no true reason as to why - I have not violated any policy whatsoever and actually have 0 chargebacks too.

  

  Business Response

  Date: 11/03/2024

  Hi *****, 
  
  My name is ***** - I am a Support Lead here at Shopify. 
  
  Thank you for reaching out about this concern. Due to the public nature of the BBB I am unable to discuss the details of your payment account here. However, I have sent you an email to the address listed with more information. Due to the sensitive nature of your issue I will need to confirm you are the account owner in order to continue supporting you. Please respond to ticket number ******** with the requested information and I will be happy to assist you. 
  
  Thanks, 
  ***** | Shopify Support Lead 

  Customer Answer

  Date: 14/05/2024

   
  Complaint: 21403454
  
  I am rejecting this response because:

  Shopify have held over $15,000 and have pushed back the date a further 120 days for no apparent reason, I cannot get my money out and they do not help whatsoever. We have a low chargeback rate and are nearly at the end of the original 120 days. we'll *** them if they do not release the funds

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

  

  Business Response

  Date: 14/05/2024

  Hi *****, 
  Thank you again for bringing this to our attention. I understand how important it is to receive your payouts.

   To provide some context, we determined your business poses too high a risk to continue allowing you to utilize Shopify Payments as a payment method at checkout. As a result of your Shopify Payments account being terminated we have held your payouts in a reserve until June 18th, 2024 in order to account for any chargebacks that *** occur. On that date, youll be paid the full amount, minus the funds necessary to cover any chargebacks opened by customers during the time of the hold. 

  Shopify does reserve the right to hold payouts in a reserve account to cover chargebacks, refunds, or other payment obligations. We, in our discretion, *** elect to change the terms of the Reserve Account at any time, for any reason, based on your payment processing history or as requested by our payment processors. This information is covered in section C.4 of the Shopify Payments Terms of Service (*************************************************************) which was agreed upon at the time of registration for services. 

  Please let me know if I can clarify any of this further. 

  Thanks, 
  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:07/03/2024

  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.

  Shopfy's ** design and billing system is intentionally deceptive so they can defraud customers/former ************ They do not provide a way for customers to export their data without reactivating a billing plan. This amounts to extortion.2) Once renewed, the billing plan is set to auto-renew (even if you are forced to activate for 5 minutes just to download your data).3) There is no way to set your plan to expire at a given date (for example, if you want the current billing cycle to run out and not auto-renew).Shopify's deceptive system billed us for 3 months before we realized we had to manually deactivate:1) Shopify told us the only way to download our data was to reactivate our plan and use up the remaining days we had already paid for.2) The plan was reactivated by Shopify and billing indicated $0 on Dec 17.3) The plan then auto-renewed on my credit card 3 times without my knowledge.4) I understood the plan would "run out the clock" on the remaining time and expire.5) When I discovered the issue, I contacted Shopify Support and they proceeded to blame me for not noticing and said they can only issue a refund if contacted within 7 days of a charge (which of course is nonsense, any business can issue credit card refunds at any time).6) Support said they have no power to help me and they claim to have escalated the issue to the billing department, so now I wait.7) Since this is a clear conspiracy between the ** design and billing department to defraud customers who do not understand how to navigate their intentionally deceptive system/protocols, I am also logging this complaint here to pressure Shopify into make their system more transparent.

  

  Business Response

  Date: 10/03/2024

  Hello *****,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead