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:12/02/2024

  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 Payment has been holding money from my sales due to a bank error. It's been over two weeks of me communicating with a customer rep via chat and I have yet to get any resolve. As a result, I have shut down the payment portal and only allow my customers to use PayPal at checkout. We also suspended our advertisement and other marketing campaigns. The ticket # ******** was submitted Jan 26th and as of Feb 12th, I have yet to receive any resolve. Shopify is holding $3,000 of sales. No one that I chat with can tell me anything but, someone from the other department will contact you. Well it's been over two weeks and still no one has contacted me. At this point I just want the money from my sales and search for alternate platform with better customer service. Funny thing is they have no problem billing and debiting my account, but can't deposit.

  

  Business Response

  Date: 16/02/2024

  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 on hold. 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 | Shopify Operations Lead

• Initial Complaint

  Date:12/02/2024

  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.

  Shopify is putting a hold on our stores even after I submit proper documentation backing up our ability to sell name-branded goods causing us to lose business and creating problems between us and our customers. Shopify is taking days to respond and not helping us resolve this issue.

  

  Business Response

  Date: 15/02/2024

  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 assistance with your status on your account. Due to ********************* 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 | Shopify Operations Lead
  
  

• Initial Complaint

  Date:11/02/2024

  Type:Delivery 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 a lot of TIME creating an online Shopify store, and added BUY NOW shopify buttons to my website www.nutechplastics.xyz I directed a customer to pay for a good on my website and then not only did the charge get verified via 3D authentication but also I exchanged emails with the buyer, who is a long time customer, know everything is legitimate. I already fulfilled the order shipped and provided Shopify with the **** tracking number. Come to find out that Shopify shut down my account! and is holding the $4000. my customer paid me hostage!I appealed and told Shopify that I would be willing to provide corporate docs, bank statements, TAX ID verification, ID verification and whatever else to prove that I am legitimate and that my company has existed in ********** since 1983.

  

  Business Response

  Date: 12/02/2024

  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: 22/02/2024

   
  Complaint: 21277891
  
  I am rejecting this response because:  Shopify reinstated my account on 2/14/2024.  This led me to believe that I should continue accepting payments from my good customers, which I did, a customer paid me 2/15/2024, $4500., and I shipped the order out and provided Shopify with the **** tracking #.  Goods have been delivered.  Inexplicably, Shopify closed my account again on or about 2/17/2024 and did not even notify me that they had done this.  Finally on 2/19/2024, I received conflicting emails from Shopify one saying I had been suspended permanently the other asking for documents to get me reinstated.  I provided all such documents, the same documents I had provided before that had resulted in my reinstatement on 2/14/2024.

  And now, Shopify informs me that they don't even know what they are doing and have no idea why I was sent an email stating that I should submit the same documents a second time to get reinstated.

  In any case, I remain suspended and Shopify has now held $4500. of my customer's money and claims that it will hold the funds for 120 days!  Shopify must either release these funds to me immediately, in that I have proven that I have shipped the goods (Shopify has the customer's information and phone number it may phone them to verify that the goods have been received), OR just refund the customer directly.  No other option.

  Given the confusing situation that Shopify itself has created - reinstating me, luring me into continuing business as usual, and then SEIZING my funds, Shopify must either release all funds to me NOW or refund everything directly to the customer and waive all processing charges.

  I will be filing further complaints with the **** and the CA Attorney general if I do not get fair relief here.  A business cannot lure a seller into thinking that all is well and then SEIZE the funds as soon as the seller makes a sale.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 25/02/2024

  Hello ***, 
  
  As advised previously via email after the second order came through our banking partners and Shopify determined your store offered too high a risk and could therefore not be supported on our platform. 
  When the second order came through as high risk just like the first we determined there was a very high likelihood of a chargeback occurring. When this occurs the money is withdrawn from Shopify/yourself and deposited into a holding account. To cover for such a possibility the proceeds from this order are held for a period of time. Should the chargeback not occur the money will be deposited to you. 
  Our recommendation when high orders come in is for the merchant to cancel the order and not fulfil it. You ignored our advice on both occasions and as a result our banking partners made the decision to no longer support your store. 
  
  I also advised via email that the second email, after you were advised your store was closed, asking for further documentation was a mistake and I apologized for this. 
  
  I will confirm for you again via this correspondence the status of your store and payout. Due to your acceptance of high risk orders against our advice your store has been deemed too high risk for Shopify and our banking partners. The payout from the last order will be deposited into your bank account on 06/10/2024 should there be no disputes lodged against it. 
  
  Kind Regards
  
  Jef - Shopify Support Lead 
  
  

  Customer Answer

  Date: 26/02/2024

   
  Complaint: 21277891
  
  I am rejecting this response because:  this is simply not true.  I was advised on 2/14/2024 that my account was A-OKAY reinstated.  I processed a new order on 2/15/2024.  It was only four days LATER that you notified me that my account was closed.   So, you never let me know between 2/15 and 2/19 anything at all, other than on 2/17 I noticed myself that the account was inactive but even then that was two days AFTER I processed the order.

  On 2/14 you wrote to me:  "This email is to inform you that after reviewing the information provided to us, we have reinstated your account."  So in good faith I processed another payment on 2/15 and the money from that charge must be released to me immediately OR just refund it yourself to the customer NOW.  Also, stop charging me fees for my account since it is cancelled.

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

  Customer Answer

  Date: 26/02/2024

   
  Complaint: 21277891
  
  I am rejecting this response because:  this is simply not true.  I was advised on 2/14/2024 that my account was A-OKAY reinstated.  I processed a new order on 2/15/2024.  It was only four days LATER that you notified me that my account was closed.   So, you never let me know between 2/15 and 2/19 anything at all, other than on 2/17 I noticed myself that the account was inactive but even then that was two days AFTER I processed the order.
  
  On 2/14 you wrote to me:  "This email is to inform you that after reviewing the information provided to us, we have reinstated your account."  So in good faith I processed another payment on 2/15 and the money from that charge must be released to me immediately OR just refund it yourself to the customer NOW.  Also, stop charging me fees for my account since it is cancelled.
  
  
  Sincerely,
  
  *************************
  

  

  Business Response

  Date: 26/02/2024

  Hello ***, 
  
  As previously communicated your store has been closed as it has been deemed too high risk. The money received from the second order will be deposited into your account on file on 06/10/2024 pending any future disputes. We have no capability of refunding direct to your customer. 
  I can also confirm we have not charged you any fees on your store since February 14th when $1 was charged. This was subsequently refunded on February 16th. All payment methods associated with this account were disabled at the time your store was closed. If you are still being charged from Shopify please provide a screenshot of the banking statement showing the Shopify invoice number and I'll gladly look into this for you. 
  
  Kind Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21277891
  
  I am rejecting this response because:  At this point at a minimum I ask that Shopify allow me to change the attached bank account associated with my Shopify account.  I have emailed [email protected] but no response on this point yet.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2024

  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.

  Lost $311 in yearly "pay-in-advance" plan fees simply because Shopify chooses not to process my refund. They say processing my refund "goes against their policy". I'm sorry but $311 is A LOT of money for Shopify to just keep after I have completely closed my store and moved my hosting to a different platform. The only reason I closed my Shopify store was due to the fact that Shopify stopped offering phone support. So now... because Shopify is negligent and refuses to offer phone support, I am paying for that now? And what about the hundreds of hours I spent building that Shopify website in the first place? Do I ever get any of those hours of my business back? Shopify could care less about what I LOST when they stopped offering phone support.

  

  Business Response

  Date: 12/02/2024

  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:09/02/2024

  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.

  In 11/14/23, I purchased from Shopify. I used the product for the first time on 12/2/23 at my first ever retail event and the day was full of errors and connection issues despite following all of Shopify's troubleshooting tips. I reached on on 12/12/23 (within the 30 day return policy window) to request a refund but was met with pressure to continue troubleshooting under the guise that an exception would be made if I continued to have issues. After more trouble shooting, I was unable to resolve the issue. I decided I did not want to use shopify and I requested a refund. I was given the run around with a lot of "we'll escalate this and get back to you" and then I was told that I could not get a refund. They would only refund me for subscription credit. Since I'm not continuing my subscription. I don't need a subscription credit. I've requested several times to speak with a manager but the support agents (***** and ****) refused to escalate my issue further. I believe that shopify intentionally made the resolution unnecessarily complex and kept us waiting to ensure that we were out of the timeframe for a cash return. I think this behavior is unethical and I would like a refund.

  

  Business Response

  Date: 13/02/2024

  Hello ***,
  
  This is **** and I am a Support Lead here at Shopify.
  

  It sounds like you’ve run into some issues around a requested return and refund of your POS hardware. I recognize the frustration you must be feeling and took some time to look into this for you.
  
  I can see that our retail specialists have followed up with you in ticket ********, to assist you with your account  refund request, and this looks to be resolved.  As it stands, once we received a request from you to refund the hardware, we sent a link to you to process the refund, which was not used at that time. If you have any examples of Asking for a refund without being supported, or a delay in the process from Shopify, please provide that in your reply to the ticket with our retail team. We can’t assist you any further with this without new information, and we can’t directly resolve any issues via the ***, because we cannot verify we’re speaking with the store’s account owner. In this forum, we’re limited to providing information on how processes and features work, and getting information we can use to follow up on interactions with Support.
  
  If you have further questions around this, feel free to reply to that ticket and we will continue to assist you.
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 13/02/2024

  
  
  Complaint: 21272674
  
  
  
  I am rejecting this response because:

  I'm attaching screenshots of the ticket you referenced #********. As you can see the issue has not been resolved. The agents refused to escalate our complaint further after several attempts. Yes, they offered us a subscription credit but since your services and most importantly your support team has turned out to be absolute garbage, a subscription credit is not useful to us as we will not be spending anymore time or money on shopify and we will make sure every business we come into contact with hears of our horrendous support experience. I can see that you are set on standing by your unethical and manipulative practices to ensure that refunds cannot be made within a 30 day window. Clearly, you have our information as you were able to locate our support ticket number. So, if you care to resolve this in any capacity, you will reach out to me directly. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 20/02/2024

  Hello ***,
  
  Due to our strict privacy policies, we can only move things forward where we can verify information, and are extremely limited in what information we can relay via the *** portal. I recognize that can be frustrating, but it is ultimately out of respect for your privacy and intended to protect your personal data.
  
  In researching this issue, I can confirm that our support team sent you a link to process a return within the 30 day timeframe, when you asked for it. This link was not actioned by you, and you reached out to our team several times for troubleshooting after this. When you requested a return again, it was well outside of the return window. 
  
  To reiterate, we’d need further information on any time you contacted Support for assistance within the 30 day window for a return and were not assisted. If you aren’t able to provide us the information we need in order to assist you further, we still consider this matter resolved.
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 20/02/2024

  
  
  Complaint: 21272674

  I am rejecting this response because:
  

  I reached out to support on the 12th of December to get info about a refund and I was provided with troubleshooting tips instead. I did not receive a link to process a refund until December 14th, when I was outside of the window. 

  Because of this, I strongly believe that your team made troubleshooting intentionally complex and withheld the appropriate link to process a refund until I was outside of the return window. 

  
   *** ****

  

  Business Response

  Date: 26/02/2024

  Hello ***, 
  
  I understand your concern about the troubleshooting and the dates involved. On December 14th when we provided the link, we advised that we would still be able to send this to our team even if it was just outside the return window. When troubleshooting is begun during the window, this is something we can see and reference when making exceptions. 
  
  This information was provided to you in the ticket referenced, but the link we sent wasn't actioned, and no return was begun until in January and February when you reached out again. At this time, it was well outside of the 30 day window. 
  
  The tickets you have sent confirm this timeline. If you have additional information, please reach out to our support team with that information and we can investigate, but without that information, we can not progress further. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 26/02/2024

  
  
  Complaint: 21272674
  
  
  
  I am rejecting this response because: A link was only provided after the return window had passed and the ticket referenced supports this. Continuing to argue in support of your unethical practices when they are so glaringly obvious is disgusting. 
  

• Initial Complaint

  Date:05/02/2024

  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 placed an order with a merchant using the Shopify checkout option. I also used the payment option via ShopPay, which uses ******. I never received my order from the merchant. I reached out to Shopify to rectify the issue and get their help with a refund as the merchant was not replying to any communication. The Custer service representatives were very unhelpful and were basically like there’s nothing we can do. None of them directed me to ****** to file a dispute. One Shopify rep even told me to file a chargeback with my bank. I do so and the bank granted it. Now Shopify and ****** are sending me late payment notices due to the chargeback. The payments were paid in full and on time prior to the chargeback. Shopify recommended this prior to the 60 day time frame ending and now ****** won’t take my dispute due to it being past 60 days. Shopify and ****** also didn’t send me any late notices until after the 60 days. I want my chargeback to be honored without penalty or a refund to be granted. I want my account to be cleared of owing anything.

  

  Business Response

  Date: 09/02/2024

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your support journey is not what you were expecting. 
  

  Shopify is the ecommerce platform that allows Merchants to build a store on. We put our terms of service in place that the Merchants on the platform must follow to continue using the platform. We do not see or control anything a store does on a day to day basis so we cannot intervene in any order processes. Our Shopify Payments Installments works by using a Banking Partner to take control of any repayment terms which in this case is ******. Once the order is processed ****** are in control of the repayments. Our Support Advisors do not have any access to ******s tools and have no vision of the process. If there is any query to the terms of repayment you must speak directly with ****** and our Support Advisor ***** has advised of ******s contact details on ticket # ********. 
  

  Please continue to work directly with ****** to resolve the query and get the refund secured. 
  Regards
  

  *****

• Initial Complaint

  Date:05/02/2024

  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 received an email that a Shopify count had been created. I did not create the account. I then received several follow on emails that the account was being setup. Used. Etc. I reached out to Shopify using their only support channel which was chat. I told them someone had used my email account fraudulently to create the Shopify account. I asked them to delete it. I was in the chat for hours and he would not delete it and instead said someone would contact me. I have not been contacted. It’s been almost a week. I try to reset the password but the bad actor has associated an authentication app to my account so I can’t get to it. This is criminal. They need to remove this account and the fact that they did not reach back to me to resolve a fraud issue is criminal. **** ******* ********

  

  Business Response

  Date: 08/02/2024

  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 more details on a new account. 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
  
  

• Initial Complaint

  Date:05/02/2024

  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.

  Shopify is using really shady business practices!!!!
  I signed up for Shopify on a free trial a couple months ago because I was interested in taking a drop shipping course and signing up was a requirement. However I never used it and decided to use ****** for my drop shipping business needs instead. I paid $1 for three months. But today 2/4/24, they attempted to charge me $41 for a subscription. I do not wish to continue with a subscription so I am trying to deactivate the store however the system will not allow me to cancel ! There’s also no customer service number I can call for assistance and their help page is not helping. Please just deactivate the Shopify store , especially after this experience I do not wish to do business with them!

  

  Business Response

  Date: 08/02/2024

  Hello *******,

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

  I understand that you are having issues contacting Support, and your goal is to shut down your store. I can assist you with that. As the ****** ******** ****** is a public forum, I will reach out to you via private email to discuss account-specific details. This will allow us to verify you as the shop owner, and let us move forward with the account cancellation process. 

  Please keep an eye out for my email to you. 

  Thank you,
  ******
  Shopify Support
  

  
  

• Initial Complaint

  Date:05/02/2024

  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.

  paid for website services that company actually ended. requested a refund via live chat several times and sent emails, been over a week and no response

  

  Business Response

  Date: 08/02/2024

  Hello **********,

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

  In looking further into this,  I don’t see a Shopify store associated with the email address ****************************. I also can’t find any Support interactions related to this email address. As such, I will need additional information in order to provide you with further support. I am happy to assist you with closing your store, or checking into any invoice concerns that you have. 

  Please note that the ****** ******** ****** is a public forum, and as such it is not an ideal place to discuss account-specific details. I will follow up via private email so that we can discuss your situation in more detail. 

  Please keep an eye out for my email to you. 

  Thank you,
  ******
  Shopify Support
  

  
  

• Initial Complaint

  Date:04/02/2024

  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’m a disabled senior who ordered a mobility scooter from ******* **** in September, who set up payments thru **** *** for the 599.00 dollar purchase. Made my deposit thru them. Never received item. ******* **** refunded my deposit. **** *** / ****** still trying to collect, even though I sent them all correspondence. Never got item, was returned my deposit from company . Story should be . **** *** keeps demanding money for an item I never got and has turned it to a collection agency. Again I never got product, was refunded my deposit. Story should be over.

  

  Business Response

  Date: 08/02/2024

  Hello *******,

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

  I understand that you are having issues with an order that you paid for using **** ***. I would like to help you in resolving this issue. As the ****** ******** ****** is a public forum, I will also follow up via private email so that we can discuss your situation in more detail. 

  In these situations, we also suggest reaching out to the store that you purchased the item from. They should be able to assist you with any issues pertaining to your order, including issues related to order payments and refunds. 

  Please keep an eye out for my private email, and we can discuss this situation further. 

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