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:23/02/2024

  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 purchased an item through the ******** that Shopify runs, the vendor that Shopify allowed to use was non vetted, and completed the transaction, the product that I ordered did not arrive well past the window that was expected, I used the ******** to contact the vendor who stated it would be delivered at a later date, this however never happened, and as of now the vendors website and all contact information have gone down, I have lodged several complaints with ******** to get this remedied and to get my money back, however I have received zero contact from neither the vendor ************************** or ******** I would like this solution to remedied from order ********** which was placed on 08 Dec 2023 and has yet to be fulfilled

  

  Business Response

  Date: 24/02/2024

  Hello *****,
  
  **** here, an Operations Lead at Shopify.
  
  Thank you for bringing up your concerns about the undelivered order. After discussing this matter with our Payments team, it has been clarified that we are unable to independently initiate a refund without authorization from the merchant. Have you considered disputing the transaction with your bank? The first step in disputing a charge involves reaching out to the merchant directly. If this proves unsuccessful, the next step is to request a chargeback through your bank or credit card issuer. To proceed with disputing a charge and initiating a chargeback, you must accurately identify the transaction and work with your credit card issuer to start the resolution process.
  
  I have escalated your concerns about the missing order and the unresponsive merchant to our team for investigation. They will look into the situation and conduct an inquiry into the store's actions.
  
  Thank you,
  **** | Operations Lead - Shopify
  

• Initial Complaint

  Date:22/02/2024

  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.

  This issue has been ongoing since August 2023. I had to get a new phone number. When I tried to access my Shopify account the verification process prompted me to enter a verification code sent to my old number. Which of course I could not because my number had change. There was no option to use an email. There is no way to contact a person either through a chat window, email, or phone number. Consequently there was and is no way for me to use the account that I have paid the subscription fee for. I also have no way to cancel the service. This means I will be liable to pay for a subscription in perpetuity without being able to use it.

  

  Business Response

  Date: 28/02/2024

  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

• Initial Complaint

  Date:22/02/2024

  Type:Customer Service 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 2 stores on my Shopify account both have funds well over 6k in them Shopify will not release the funds on one no dispute ever on that account the account was held up 4 previous times then funds released a week later the last time I cant get an answer the second store funds never released they asked for verification for the transaction Ive sent all requested documents and its been over a week and all I keep hearing is wait wait wait we cant give you a time frame when they will be done Ive lost 2 contracts and funds that are needed are just sitting they was sure to take out their portion right away tho

  

  Business Response

  Date: 28/02/2024

  Hi *******, 
  

  My name is ************** am a Support Lead here at Shopify. 
  

  Thank you for letting us know about the issue you are experiencing with Shopify Payments. Due to the public nature of the BBB I am unable to discuss account specific details within this portal. We have reached out to you via ticket 498800c2-f195-473c-a3b3-6dcd12e10509 with more information regarding your account. 
  
  Thanks, 
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:21/02/2024

  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 my Shopify shop account set to automatically withdraw any sales. These have been pending for days and are scheduled when I did not schedule. Support lied multiple times and was extremely unhelpful, unprofessional and l engaged in manipulation tactics in attempts to not help I am owed 54.00 dollars .

  

  Business Response

  Date: 27/02/2024

  Hi *******,

  My name is ******, I'm a Support Lead here with Shopify. *** is a public platform, and for security reasons, I'm unable to discuss any account details here. I have reached out to you in a separate email (ticket #********). Please follow the instructions outlined in the email and we'll be able to proceed with the next steps.
  
  Kind regards,
  ****** | Support Lead

  Customer Answer

  Date: 27/02/2024

  
  
  Complaint: 21325547
  
  
  
  I am rejecting this response because: 

  My information is clearly listed as so in the settings of the site. There is no logical reason the last two sales had been scheduled for payout when my profile is set to automatically capture payment at the time of check out. 

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

  

  Business Response

  Date: 28/02/2024

  Hi *******,

  Many thanks for coming back to me here. To clarify further, the Account Owner email address  needs to match the Account Owner email address on our records, which is currently not the case. The *** is a public platform, and discussing any account matter is not an option here as it concerns the security of your business. For that reason, I have sent you a separate email (ticket #********), where we can look forther into the matter.
  
  Please note that I will not be able to disclose any further inofrmation here specifically.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: 21325547
  
  
  
  I am rejecting this response because: I have provided this proof in the pictures previously submitted
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 28/02/2024

  Complaint: 21325547
  
  I am rejecting this response because: I have provided this proof in the pictures previously submitted
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 29/02/2024

  Hi *******,

  I recognise that it pictures might seem as a sufficient evidence, however, that is not a valid proof of ownership on the Shopify platform. Our aim is to safeguard your information and business, and therefore, a valid proof of ownership/authentication is the Account Owner email address that matches the one on our records. 
  
  Please note that until we have you verified, we will not be able to proceed with any further steps.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 29/02/2024

  
  
  Complaint: 21325547
  
  
  
  I am rejecting this response because: you have yet to contact me on the email listed as primary on my shopify account. You emailed me at my recovery e-mail per the pictures from my email. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 29/02/2024

  From the CONSUMER:
  Sent 2/29/2024 8:12:53 AM
   
  Complaint: 21325547
  
  I am rejecting this response because: you have yet to contact me on the email listed as primary on my shopify account. You emailed me at my recovery e-mail per the pictures from my email. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/03/2024

  Hi *******,

  I have emailed you to the email address provided on this complaint. To reiterate, if the email address provided here does not match the email address for the Account Owner on our records, we will not be able to move this forward as it concerns security matters.
  
  Also, please bear in mind that this si a public platform, and we are not in a position to facilitate any detailed conversations here regarding your account. As previously stated, I have reached out to you in a separate email, and until we move the conversation there, there will be no further developments.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: 21325547
  
  
  
  I am rejecting this response because: this seems like an attempt to not publicly display the manipulation and professionalism. There has been a reply to the email sent even though it was sent to my backup e-mail. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:21/02/2024

  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.

  On February 13, 2024 I reached out to shopify to get my shopify payments reinstated by implementing some changes to reduce charge back and fraud from occurring on my website. I reached out to the representative with my plan of action and his response was that they will reinstate my shopify payments account due to my recent changes and also by placing a 15% hold on my funds for 90 days. I agreed to this and the response of the representative was Hello,Thank you for your message. I went ahead and reinstated Shopify Payments with a 15% reserve. While we understand your concern on the reserve, we will not be able to go below this amount. If 15% doesn't work for you we encourage you to continue processing using another gateway. Shopify Payments is now available, we will review your account before the 90 days reserve expiry and will assess the chargeback situation again. Thank you,My response to this was that I agree to the 15% hold for 90 days and as stated he said that my shopify payments were now available to use. Since that last email, not only has my shopify payments not been reinstated but the agent does not answer anymore. I have reached out to the costumer service by live chat several times and provided them the case ID to the email and they all say they will forward this to the correct team to get resolved and nothing happens. It is now February 21, and there is still no response. This is a joke as I am giving shopify tons of business but cant even get simple costumer service. They have lied on the email saying " I went ahead and reinstated Shopify Payments with a 15% reserve. While we understand your concern on the reserve, we will not be able to go below this amount. If 15% doesn't work for you we encourage you to continue processing using another gateway. Shopify Payments is now available, we will review your account before the 90 days reserve expiry and will assess the chargeback situation again."I am requesting immediate help

  

  Business Response

  Date: 26/02/2024

  Hi ******,
  
  My name is ******, I'm a Support Lead here with Shopify.
   
  Security is of the utmost importance at Shopify and given that this is a public platform, I'm unable to dicsuss any account specifics here. I have sent you a separate email (please search for ticket #********) with the next steps. Once I receive a response from you, I'll be able to look inot the matter in a closer manner.
  
  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:21/02/2024

  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.

  Twice I wrote to Shopify via *********************************** I've scoured the ****** looking for a phone number, a live chat, a human email. After setting up the store, thegoodnewsstoretoo.com, I cannot access my store admin. I'm getting messages depicted in the attachments below. I received an email stating the no longer answer emails. What in the world. How can the take people's money, then disappear!! Here's the 'response I received' which is unacceptable: Hi *******,Thanks for contacting Shopify Support!A support ticket has not been created.We are changing how we best support you. As part of these changes, ********************************** no longer accepts incoming messages, this includes when you reply to a support ticket after it has been closed.Our *********** is the best source on everything Shopify and the fastest way to get help from our Support Team. There you can continue your conversation by opening a new ticket in a number of channels.Weve been working hard to improve how you get help from Shopify Support. By contacting us via the Shopify ***********, you have access to suggested resources as well as a number of time-saving steps like pre-authentication that will allow us to tailor your support experience.Trouble logging in or authenticating for your store Please first try resetting your password. Follow this step by ******************* or get help from our Support Team.We look forward to hearing from you!Shopify Supportl

  

  Business Response

  Date: 21/02/2024

  Hi *******,
  
  I'm ****, a Support Lead here at Shopify. I'm glad you reached out for help with the Shopify admin login issues you're experiencing.
  
  Shopify's *********** aims to get people to log in before they request support from our team, because we need to be sure we're talking to an authorized person for whichever account is relevant to the query. We know that people who are struggling with login issues still need help from our team, though, so we have an option set up for them to bypass the login step. You can go directly to it by clicking on this link: *******************************************************************************
  
  Scroll to the bottom of the page and select the option to reach our team by live chat. A small window will pop up from the bottom right of the screen and one of our team will start messaging with you as soon as they're available. 
  
  Note: If the chat window shows an error message instead of connecting, try opening an incognito/private browsing window and copy+paste the same link into the address bar: *******************************************************************************
  
  You can also reach the login issue contact page by chatting with the *********** Assistant on any page of the help center, with a phrase like "I can't login because <replace these brackets and text with the problem you're having>". If the problem is about the email address for the account login, for example, you might type in "I can't login because you have the wrong email address". The assistant will share a link similar to the above.
  
  Once you're chatting with a Support Advisor they'll help you get back into your admin. 
  
  Kind regards,
  
  **** | Shopify

  Customer Answer

  Date: 04/03/2024

   
  This matter has NOT been resolved. Although I have been able to access the store account admin., I still have yet to hear from Shopify,  the Help feature generates an error message, and is down, there's no phone contact and I've received zero response to emails. There you have it.  L.

  

  Business Response

  Date: 13/03/2024

  Hi *******,
  
  **** here again. I'm glad to see that you've been able to login to your admin, and I've reached out to you by email directly to try to help further with the ongoing issue with reaching our support team. 
  
  Kind regards,
  **** | Shopify

• Initial Complaint

  Date:21/02/2024

  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.

  Dear BBB team I am writing to formally lodge a complaint against Shopify for the unjustified withholding of over $17,000 from my Shopify store. My business has been operating on the Shopify platform for nearly two years without incident. However, recently, Shopify imposed a 120-day hold on my funds citing internal reasons.On January 9th, I was contacted by Shopify's legal team, requesting various documents including personal identification and proof of inventory. They also inquired about several unfulfilled orders. By the following day, January 10th, I had submitted all requested documentation and clarified that the unfulfilled orders were indeed fulfilled; the apparent discrepancy was due to a technical issue with my supplier, which I assured would be promptly resolved.Subsequently, on January 11th, Shopify requested tracking numbers for 20 orders, which I provided in full. Despite complying with all requests and receiving approval for the information provided, Shopify unjustly decided to freeze my funds on January 22nd with a dispute rate of 0%, labeling my account a risk based on unspecified internal rules.Since I began selling in this Shopify store in December 2023, I have shipped all goods to customers and have not received a single dispute or complaint, maintaining a 0% dispute rate to this day. This demonstrates my commitment to customer satisfaction and compliance with ********************'s operational standards.I believe that Shopify is abusing its power by holding my funds without just cause. The lack of clear communication and rationale from their support team further exacerbates this issue. Enclosed, please find a copy of the email sent by Shopify regarding this matter for your review.I respectfully request the BBB's assistance in addressing this situation. Shopify's actions have not only caused significant financial strain but also undermine the trust and reliability crucial to our business operations. I seek your help in resolving this matter fairly and promptly.

  

  Business Response

  Date: 22/02/2024

  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

  Customer Answer

  Date: 27/02/2024

   
  Complaint: 21326053
  
  I am rejecting this response because since the business have failed to justify the reason behind holding $20,000 of my money! they claims that this is due to many customers complaining about their order! however we have received over 4000 orders from the customers so far and we have stopped the sales 40 days ago! and since then only an few people have had issue with their orders which is quiet normal! 

  The shopify agent have been ignoring my emails since he cannot provide any valid reason! i have attached the whole email conversion for you the review, we must must have our money back! this is total abuse of their power!

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

  

  Business Response

  Date: 27/02/2024

  Hello *****,
   
  As per the recent email from our Merchant Trust team as a result of all the chargebacks the level of risk associated with your store is too high right now. We have reduced the reserve time down from 120 days and a reassessment of the reserve can take place once a period of 90 days has passed. 
  
  This is in accordance with Shopify Payment's Terms of Service.
   
  Kind Regards
   
  Jef - Shopify Support Lead

• Initial Complaint

  Date:21/02/2024

  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.

  Ive been trying to reach Shopify live chat multiple times as I cannot access my account thats linked to a non active email address. I cant get through to a live person and theyre no longer accepting emails which is absolutely atrocious considering how big this company is!!!!! Theyve been charging me $85 for over a year now - absolute FRAUDSTERS!!! Support is basically non existent and my bank cant block their transactions as its connected to my routing and account number! ABSOLUTELY FURIOUS !!!!!!!! This deserves a lawsuit!!!!!!!

  

  Business Response

  Date: 21/02/2024

  Hi ******,
  
  I'm ****, a Support Lead here at Shopify. I'm glad you reached out for help with the Shopify admin access issues you're experiencing.
  
  Shopify's *********** aims to get people to log in before they request support from our team, because we need to know that we're talking to an authorized person for whichever account is relevant to the query. We know that people who are struggling with login issues still need help from our team, though, so we have an option set up for them to bypass the login step. You can go directly to it by clicking on this link: ************************************************************************************;
  
  Scroll to the bottom of the page and select the option to reach our team by live chat. A small window will pop up from the bottom right of the screen and one of our team will start messaging with you as soon as they're available. 
  
  Note: If the chat window shows an error message instead of connecting, try opening an incognito/private browsing window and copy+paste the same link into the address bar: ************************************************************************************;
  
  You can also reach the login issue contact page by chatting with the *********** Assistant on any page of the help center, saying something like "I can't login because you have the wrong email". It'll share a link similar to the above.
  
  Once you're chatting with a Support Advisor they'll be able to help you sort out the login email, and/or change the subscription for the future. 
  
  Kind regards,
  
  **** | Shopify

• Initial Complaint

  Date:21/02/2024

  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 spent countless hours,days and money to set up my store, got it up and running, starting selling my products and 3 weeks later they put my store on inactive with no explanation. They asked for documents that we immediately sent after everything was already set up then they took one month to respond to my numerous emails and chat inquiries. They blocked me from accessing my store and checking my client orders. They are holding the money that is owed to me from sales and now have decided to shut my store down permanently with no explanation.

  

  Business Response

  Date: 27/02/2024

  Hello Sahar,
  
  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your account status. In order to address your specific concerns, I have followed up with you via our secure channels on ticket #******** so that we can discuss your account needs in further detail.
  
  Thank you,
  ***********;

• Initial Complaint

  Date:21/02/2024

  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.

  My small business uses Shopify to process credit card payments. Those payments get automatically deposited to a bank account. On Feb 13th, I attempted to change that bank account information by entering the 9 and 10 digit routing and acct number. There is no validation of the information by forcing you to enter it twice or anything. You just enter the number and hit save. Well apparently I must have typod one of the numbers because when I checked my account two days later I saw that no deposits had been made. Fine, my mistake.I went back into Shopify's site to correct the error only to find out that in order to change the account information you must enter the prior information. Well, obviously that is impossible because I don't know what typo I made when entering the numbers.I reached out to Shopify support immediately, which means going into a AI chat window since they have no phone support at all that I can find. The chat bot told me repeatedly to just enter then old information and change the payment details. I repeatedly responded by telling it that I couldn't do that. Eventually it asked if a wanted to talk to a support representative. The support representative told the the same things all over again. I repeated my response several times until finally they decided to ust escalate my issue to an email thread with a 24 hour response time. I explained that I had was losing money daily and this was CRITICAL to my business. They had nothing to offer me other than the email thread. I moved to the email thread and reiterated that this was incredibly time sensitive. The same support rep responded that they had reached out to the Account Security team and that I should hear something that day.That was a week ago. I have heard nothing from Shopify about this critical issue. I have pinged them on the thread multiple times as well. I have no other recourse because they don't even offer a phone number. So I have no access to funds and they are doing nothing.

  

  Business Response

  Date: 27/02/2024

  Hello ***,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. I can see that you are looking for support with your payouts. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 45908113
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead