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:19/02/2024

  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 formally informed shopify.com that I have been unable to access the email address *************************** for several months. Despite this, I have noticed sporadic repeat charges appearing on my account. I suspect that this may be due to fraudulent practices whereby old accounts are being reactivated without consent for recurring charges.My attempts to contact Shopify for assistance have been hindered by their support system, which requires logging into a store. Unfortunately, without access to the store, obtaining assistance becomes significantly challenging.This deliberate obstruction is compounded by the lack of pertinent transaction details on my statements, making it difficult to identify the charges in question. I am of the opinion that Shopify's business model incentivizes the creation of free trials with the hope that customers will overlook or struggle to cancel them, thereby enabling sporadic charges for supposed "recurring" fees without proper notification.I want this account canceled as I have requested several times. The system in question does not allow the customer easy record keeping in order to provide necessary evidence. In fact, it obstructs it.

  

  Business Response

  Date: 27/02/2024

  Hi ******,

  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to share the outlined issues with us. BBB is a public platform, and for security reasons, I'm unable to discuss any account specifics here. I have reached out in a separate email (ticket #********), and once I receive a response from you there, we can proceed with the next steps.
  
  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:18/02/2024

  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 filed this complaint before. Nothing has been done. I was not offered anything except “we’re not the sellers.” Then who took my money? If it was Shopify THEY NEED TO FIX THEIR OWN HOUSE. If they took the money, which they did, I WANT IT BACK. Please inform them that I asked to be contacted by text only. They have not texted yet you closed the case. Also tell them that this is my last attempt before my attorney gets involved. I was missing 3 gifts at Christmas thanks to Shopify. I had already told my one daughter what she was getting. This has caused family problems and put my panic disorder on overtime. My attorney, should they want to contact him directly is ****** ****** from *********** * ******. ** ****** ** ******* **********

  

  Business Response

  Date: 19/02/2024

  Hello *******,
  
  
  I understand the importance of receiving paid packages in a timely manner, however, due to Shopify’s nature as a platform we cannot interfere with how stores operate or force refunds. For some context on this, Shopify is not a marketplace like ****** or *****, we are a software provider/platform that enables people to run an online store, and as such we cannot interfere with the day-to-day operations of any store, or force refunds.
  
  With this being said, we recommend that you first attempt to reach out to the retailer/store owner to inquire about your order or confirm shipping times. Below are a few suggestions for contacting them:
  
  * By responding to the order confirmation email you received.
  * By going to their website to see if they have any alternate contact methods.
  * Reach out to them via any social media channels they may have (those can sometimes be more closely monitored than conventional contact means.)
  * Via the Shop app by tapping the Contact button in their Shop Profile if you are tracking the order there.
  
  We also have a great FAQ available here for you to read through, please click *********************************************************************************************** 
  
  
  If it's been 30 days or more since the order was placed, please fill out our Buyer complaint form by visiting this link here: ************************************************************************** **** * ***** *******
  Your complaint will be sent directly to the merchant as a templated email. 
  
  Luckily, there are also processes in place with your credit card issuing bank or ****** if the order was placed via their online checkout for these situations for you to get your money back, most banks would require that you wait minimum 30 days past placing the order before initiating this process but your own bank can confirm this for you. I recommend speaking to your bank, credit card company, or ****** (depending on how you transacted your order) and notifying them of the transaction and the issue you are encountering. They should then be able to begin an investigation with the aim of retrieving your funds.
  
  I want to stress, we absolutely do not condone any type of fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally, which we can use to investigate the store as needed. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.
  
  I really appreciate you taking the time to get in-touch and I truly hope you'll be able to retrieve your product or failing that, secure your funds via your chosen payment method.
  

  Please note: we do not have the ability to communicate via text nor will we reach out directly to your attorney. 

  
  Kind Regards
  
  *** - Shopify Support Lead

• Initial Complaint

  Date:17/02/2024

  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.

  On 01/28/2024 My wife and I Purchased a product for a Shopify website, The product we were supposed to receive was a baby XL bundle including all types of baby products and instead we were scammed out of $350USD and were sent a random tracking number that was instead for Dog food and for someone completely different in a different area. We have tried reaching out to that specific merchant and have sent multiple emails requesting out money back and we have not received anything back or any sort of response from the merchant - ***************************************. It is extremely saddening that as new parents we have been defrauded by a website set up with SHOPIFY! I trusted the stores linked with Shopify, especially the sites connected with ShopPay! We used shop pay and were making payments out of our baby budget fund. it is sickening that my wife is about to give birth and now were missing money that was intended to help jump start our new parent experience. I am in disbelief that Shopify allows fraudulent sites to operate under their watch, I wonder how many others are in my position that lost money to TIATOTS - ***************************************. Shopify should do a thorough investigations of businesses operating in their server. I urge anyone to ditch Shopify sites as a lot of the businesses on it are involved in fraudulent activity. I hope Shopify can shut that site down and ban them from performing businesses to stop the scam from spreading. Please offer my wife and I the resolution we need to overcome this nightmare, We want the merchant to issue a refund! We were order#****.

  

  Business Response

  Date: 21/02/2024

  Hello *********,
  
  ***** here, an Operations Lead at Shopify. Thank you for reaching out via Better Business Bureau complaint ID #******** to let us know what you've been experiencing with your order. Let's take a look into a few things and see what we can do to help.
  
  First off, due to privacy restrictions I will not be able to confirm or deny that the store you ordered your items from is indeed on the Shopify platform. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. What we do is provide businesses with all the online tools to run their stores successfully.
  
  So even though I can't give you any detailed information about the store you ordered from, or if they are even a merchant on the Shopify platform, I'm happy to take some time to go over some general information with you that are always good steps to follow in this type of situation.
  
  It's a great first step that you've reached out to the merchant already. They are the best first contact for any questions or problems related to shipping times. May I ask what was the date you contacted them? In situations where ample time was already provided (30 days passed the purchase date) and you have tried to contact the store with no success, we ask that you provide a report to our team. We take these reports seriously and investigate these matters to ensure merchants are adhering to our [Terms of Service](**********************************************) and Shopifys [Acceptable Use Policy](********************************************). Please take the following steps:
  
  - [Click this link](*************************************************************) and choose Non-delivery of Product
  - Fill out the necessary information on the next page and click Submit
  
  Once submitted, it will be routed to our appropriate team for investigation. In order to protect everyone's privacy, I won't be able to share the results (if any) we find after these steps.
  
  As the merchant has not yet responded, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. You bank or credit card company will give you the next steps to follow based on their protocols.
  
  If you have any other questions or concerns, please let me know.
  
  All the best,
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:16/02/2024

  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 am a vendor on Shopify. I have an order from a customer. This was a month ago. ******************** still has my money owed to me and has not released my funds but they have taken their percentage out. This product was made, and delivered to the customer. The customer paid by their **** card and the transaction was approved. But shopify has not payed out any of this money to me. This is fraud on Shopify's part and they are also doing this to many other vendors. I cannot utilize the website I purchased and I cannot let customer purchase via my website because ******************** will take their percentage out and continue to not pay me. As a vendor I am due the money that my customer has paid through the ********************** website. I have paid for this website and all of the services it is suppose to provide to me as a vendor. Shopify takes their percentage and does not payout their vendors and this seems to be an ongoing practice and complaints against them. I have spoken to them numerous times and they still say it is processing. They do not give me any information. The money is supposed to go directly on the shopify debit card that was issued by shopify.

  

  Business Response

  Date: 19/02/2024

  Hello ********,
  
  I contacted our ******************* who successfully reached out to our banking partner. They have verified that they have activated your payments and initiated your payout. Please note that it may take a few business days for the funds to appear in your account.
  
  Typically, there is a brief holding period after the initial payment. Every store that creates an account with ******************** Payments is obligated to undergo a standard review process by our banking partner, which occurs periodically throughout the lifespan of the account.
  
  Once you have completed the setup of your Shopify Payments account for the first time, you can immediately begin accepting payments. However, if additional information is requested by Shopify's banking partners to verify your business, your Shopify Payments account will be temporarily pending until the necessary details are confirmed. Please refer to our Shopify *********** for additional details on the Shopify Payments account holds page.
  
  Kind regards,
  
  Kody | Shopify Operations Lead

  Customer Answer

  Date: 19/02/2024

   
  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:15/02/2024

  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 boasts about being the go-to partner for scaling e-commerce businesses with their so-called "secure" platform. But their security measures throw serious doubt on that claim. In feb 6, ****, despite being the sole operator of my website, I discovered that unauthorized changes had been made to my account, specifically to the payout bank information, just a day before launching a new paid ******** ad campaign. I found that my bank account had been replaced with an entirely different account, one that I did not authorize and did not recognize. Shopify's system demands both the old and new bank account information to make any changes. This leaves two scenarios: either someone got hold of my bank details and manipulated them, or there was an internal breach within Shopify's system, allowing unauthorized access without needing the original bank account information. Either way, it's a glaring security flaw. When I reached out to Shopify for resolution, their response was disappointing; they simply blocked my payouts, effectively sabotaging any promotional efforts for my website as the funds from sales wouldn't be disbursed to me. This highlights the urgent need for Shopify to address and fix these security vulnerabilities ASAP.This problem is not new; for years, people have been experiencing the exact same issue, with thousands of their money sent to another bank account. ********************'s response has been consistently disappointing, merely stating that they don't have cyber insurance and placing the responsibility for these actions on the individuals affected. We are left to seek legal assistance on our own, not sure of what is happening within Shopify.Attached is the photo of the unauthorized bank linked to my account. Your advocacy against Shopify is crucial. They must prioritize customers and pay owed money.I just want to work on my e-commerce business. Please help. Thank you.

  

  Business Response

  Date: 18/02/2024

  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: 20/02/2024

   
  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:15/02/2024

  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.

  There are multiple accounts right now and I don't know what to do there is no customer support no phone support and no live chat support and I'm a Disabled American citizen and there's no way for me to stop what they're doing.I want them delete my chime account immediately end 9398 I already have another account with a **** discover account and I have no way to email them.Upgrade to a smarter Gmail Secure, fast & organized email OPEN Re: A bill payment failed for My Store >>> *** REQUEST FOR ACCOMMODATIONS ***** to Shopify, me, transformerprotect999 3 hours agoDetails Dear Shopify,I need help. You have no phone support and I do not understand why not?I started 2 stores...1st:******************************* (TEST ONLY)And then created new account ************************************ EVERYTHING YOU APPAREL The Chime account is still being charged $1.00 however canceled can't remove the card and do not know where the card is being stored within Shopify?SIgned up with Discover and paid the $1.00 and decided the and chose a plan and do not known what Is happening now? Can you explain which plan you have on record I chose now? Which account and which email the plan is with? How to fix all this?There is no phone support and due disability i require phone call and assistance.Do not understand which account has the Chime card that I want removed.Or why the $1.00 charge is still pending in Discover account which they just confirmed by phone Shopify is holding?Please reply to this email as I have no idea what to do anymore and require phone support or live chat or video.*** REQUEST FOR ACCOMMODATIONS Billing@shopify ****************************************** Hide details To:***** Date:February 14, 2024, 9:30PM This is an automated response. Thank you for contacting us regarding your Shopify bill. To address your billing inquiries, we recommend contacting Shopify Support directly. They are equipped to provide you with the necessary guidance and support you need.

  

  Business Response

  Date: 15/02/2024

  Hi *****, 
  

  My name is ************** am a Support Lead here at Shopify. 
  
  I am unable to look into the stores that you have open without properly authenticating you for each account. However, you can use our ************ Tool (************************************************************************************************************************) to identify which accounts you have open. You will need to use the tool twice, once for each email address. Once you submit your email address you will be sent a list of stores attached to that email. 
  
  Once you have determined which stores are attached to each email address you can cancel the accounts you don't need anymore. If the store has already been frozen due to an outstanding invoice and you don't want to reactivate it, then no action is required. If your store is active, and you don't want to continue to maintain your store, then make sure that you cancel your subscription to deactivate your store.

  You can cancel your subscription following these steps: 
  1. From your Shopify admin, go to Settings > Plan.
  2. Click Deactivate store.
  3. If applicable, then review the options to switch to the Pause and build plan, or start a new store.
  4. If you still want to deactivate, then click Deactivate store.
  5. Select a reason for the deactivation, and then click Continue.
  6. Enter your password, and then click Deactivate now.

  
  You will receive an email to confirm that your store's deactivated. You can still re-open your store or view your past bills, and your store's information is guaranteed for 2 years. You can also re-open your store and pause your plan. 

  
  If you have any questions or concerns our 24/7 support team (**************************************) will be happy to assist you. 
  
  
  Thanks, 
  ***** | Shopify Support Lead

  Customer Answer

  Date: 15/02/2024

   
  Complaint: 21296281
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   It isn't working I was on with our technical support a chat that was not functional not compliant with any type of ********* with disabilities they simply don't offer any real support and she's giving me directions they were trying to shut down the account for you I while they were damaging the cards both bank accounts want to stop the bank account cards completely one might have already it is unbelievable the duress that they are putting customers through by refusing customer service via phone support which they used to do and now as a new what they're doing I would consider illegal Because not offering people support even their own customers if you look at reviews and you look at what's going on people are like oh my God I can't get a hold of my company and these are companies people's businesses and they in Canada simply don't want our phone support. Not for this type of service and not for this kind of clientele which are business owners.

   

  

  Business Response

  Date: 16/02/2024

  Hi *****, 
  

  Thank you for providing that extra context. I was able to see that you contacted our support team yesterday and that they were able to resolve this issue for you. I have sent you an email to ******************* with more information as I cannot discuss account details within this portal. If you have any further questions or concerns please respond to ticket # ******** directly. 
  
  Thanks, 
  ***** | Shopify Support Lead

  Customer Answer

  Date: 16/02/2024

   
  Complaint: 21296281
  
  I am rejecting this response because:

  PLEASE DELETE THIS DOUBLE STORE SHOPIFY (IS STILL ON ACCOUNT AND I DONT UNDERSTAND WHY?)

  is still accessible and why wont you permanently delete it?

  please let me know if you can.

  also...support will not assist in the Shopify user domain change...it can only be done once and i do not want to make a mistake.

  ***************************************************

  would like to change to:

  ***************************************************************

  Is that ok?

  Will Shopify please assist?

  please email me a direct email to ******************* to resolve as the chat is malfunctioning.

  NO PHONE SUPPORT IS THE WORST THING TO DO TO YOUR CUSTOMERS. WHY OTHER THAN PROFIT WOULD YOU CAUSE SUCH PROBLEMS FOR THE **** THAT KEEP YOUR BUS**** GOING?

  When will phone support be restored and why won't you expedite it based on 100% of your customer base is demanding it???
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 20/02/2024

  Hi *****, 

  I cannot discuss account specific issues within this portal. I have reached out in ticket # 45665583, please respond to that email directly for further support with your account. 

  Regarding your domain issue - we are unable to support third-party domains. You mentioned GoDaddy in your previous email, it would be best to reach out to GoDaddy directly for support with your domain. We also have a resource on changing your domain here: ***************************************************************************************. Our support team is unable to make changes to your store, however they can provide you with step-by-step instructions. Please reach out to our 24/7 support team directly for assistance with your domain: ****************************************************

  Thanks, 

  ***** | Shopify Support Lead 

• Initial Complaint

  Date:14/02/2024

  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.

  I pay a yearly subscription of $948.00 to Shopify for my store online.I received a notice 2 days ago that Shopify was going to close my store claiming my store was using a theme (Impulse) which I had not paid rights for . This is not correct. My store is using the "****" theme which is free of charge. I replied to them and they gave me another email address. I did not have the chance to receive an answer from the second contact and and today my website (www.artdingo.com) is down, closed and no one can access it. It usually takes the customer service 24 hours to reply and meanwhile my store is closed. Shopify is jeopardizing my small business and generating unnecessary stress. Also in the first notice they mention my store as being : shopify-shop.myshopify.io , well this is not my store and as a matter of fact this link leads nowhere, my store is: art-dingo.myshopify.com I use my store as a window to show businesses what we do, as a demo for my B2B business. Right now with my website closed, it looks really unprofessional and we are loosing many opportunities.

  

  Business Response

  Date: 15/02/2024

  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 online store. 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: 45646687
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead
  

• Initial Complaint

  Date:14/02/2024

  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.

  Shopify offered a 3 month trial for $1 per month, after which the monthly charge would be $30.99.I accepted this offer on Jan 4 2024, and was charged $1. On Jan 8, 2024, Shopify charged my credit card another $1. On Feb 3, 2024 I noticed a $30.99 charge to my credit card by Shopify. I was only 1 month into a 3 month trial. On their website, I tried to contact customer support. The only response I received (a bot) said they do not refund subscription charges. I could not contact anyone to resolve the issue. I canceled my Shopify account at this point and contacted my credit card company to dispute the charge.

  

  Business Response

  Date: 20/02/2024

  Hi, *****.
  
  This is ****** and I am a Support Lead here at Shopify. It sounds like youve had some frustration around billing and subscription charges.
  
  Because the BBB is a public forum and we cant verify you as the store owner here, well be limited to providing help by giving information on how our systems work and what your next best steps are likely to be. 
  
  We cant access your store without verifying you as store staff, so we can only speculate here whats occurred, but the dates and amounts youre mentioning dont really line up with our subscription plans and billing cycles. 
  
  The $30.99 charge you mentioned isnt in line with the $1 trial subscription cost, but if you installed paid apps or made other purchases on that trial store, this could account for the higher charge. While we offer the subscription at a reduced rate of $1 for these extended trials, things like apps and shipping labels still cost their usual amounts.
  
  We have good tools and support to help figure out what youve been invoiced for and why. If youd like us to take a look, you can contact us via our regular Support page so we can be sure were talking to the account owner through secure channels before looking at sensitive personal information (like your billing details).
  
  What Id recommend is the following:
  
  1) Use this link to see if you might have created more than one store. If you put your email address into it, you will be emailed a list of all stores attached to it: *******************************************************
  
  2) Sign in to any stores you still have open and cancel any you do not want to keep working on. You can also sign in without reactivating any stores you have already canceled, and look at past invoices. This is helpful if youd like to see what exactly the charges are for on any bills.
  
  3) Once youre sure you dont have any stores open that you dont want and you have any information you might need from your invoices, head to the Support Page and talk to the bot, but specifically ask to speak to a Support Advisor for help reviewing the charges.
  
  It is true that Shopify generally doesnt provide refunds, so its normal for the *********** bot to relay that information. However, if you think your invoice was incorrect or unfair, getting some human eyes on it where we can verify you as store staff is the best way to get help with any refund requests. A Support Advisor can take a look and see if theres grounds to make an exception for you.
  
  If youve already spoken with Support and havent had a resolution, feel free to reply with a ticket number and Ill follow up to ensure that you are receiving quality support.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:14/02/2024

  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.

  Shopify will lock you out of your account and hold all your personal info hostage if u dont pay them. Business is closed I cant pay $100s of dollars for a bankrupt business! They also wont give me my 1099

  

  Business Response

  Date: 22/02/2024

  Hi, Raffinee.
  
  This is ****** and I am a Support Lead here at Shopify. It sounds like youre hoping to get information from a frozen store, and need a 1099k form for tax season, but are frustrated by not being able to access the store right now. Is that correct?
  
  We cant discuss store-specific details in a public forum like the BBB, but I can give you some general information that *** help.
  
  All merchants who qualify for a 1099k form will receive one as soon as they are ready, regardless of the status of their store. Producing 1099k forms is a complex process which takes time; this years forms have been delayed, but we are still within the extended deadline granted to us by the *** and were confident these will be available by the end of February.
  
  While a 1099k form is the preferred way for most merchants to obtain the information needed to file, if youre in a rush to file before the forms are ready, please contact our Support. They can guide you on how to get the needed figures through reports generated in your store Admin.
  
  If your store is properly closed with no balance owing, when you contact Support for these instructions, you can request some free trial time to be able to access the shop without needing to pay for a subscription.
  
  If your store is Frozen due to unpaid invoices, we wont be able to allow you access to the store Admin until the balance is cleared. However, if you contact via our authenticated Support system where we can verify you as the store owner, you can ask if theres any way we can reduce the outstanding balance to make the amount needed to access the store easier to pay. Its not always possible, depending on what the charges are for (we cant waive app or shipping charges, as those pay third-party services), but its worth asking about.
  
  If youve already contacted our Support and not gotten help with the above, feel free to reply with a ticket number and Ill be able to follow up on it to ensure youre getting the best help available.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:13/02/2024

  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 name is ***** ****. I am writing to address a pressing concern regarding the billing of my Shopify store account.
  
  Despite closing my shop in June 2023, I have observed continued charges for the subscription in the subsequent months. This unforeseen situation has resulted in significant inconvenience. I previously reached out via email, but unfortunately, I have not received any response.
  
  In addition, I've noticed a lack of adequate customer service contacts for issue escalation on such a prominent platform. The absence of a direct phone number or specific email addresses for escalation, coupled with the unavailability of a portal to track requests, poses challenges for users like us who are establishing small businesses.
  
  For your reference, here are the pertinent details of my Shopify account:
  
  Store Name: Seirios
  Account Email: ******************** Billing Period: unauthorized charges for July, August, September, and October 2023 (approximately $57 each month, totalling $228)
  I kindly request an immediate investigation into this matter and a refund for the charges incurred after the closure of my shop. Timely attention to this issue is crucial, and I anticipate a resolution at your earliest convenience.
  
  Should you require further information or documentation, please feel free to contact me at ********************.

  

  Business Response

  Date: 16/02/2024

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to read you are canceling your store. 
  

  I have looked into the issue that you have advised you are having on closing your store. I do see on Ticket ********* that you spoke with our Support Advisor ******* in November advising them that you closed your store on Oct 15th. I also see that you did not get a proper response on your question as to the billing discrepancy and I apologize for that.
  

  ******* should have advised that the September invoice was attempted to be charged on Sept 2 23 but was not successful.  As with all our charges if the charge is not successful it will be tried again. This payment was then successfully charged on Sept 22 and the October payment then charged on Oct 2 as expected. This is why it appeared to be charged twice when in fact it was two separate charges.
  

  I see from another ticket ********* you were given a free month to continue exploring ecommerce. With all of this we would be unable to offer any refunds on your account. 
  

  Regards
  *****