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:02/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A chargeback was filed on one of my orders that a customer made through my ******************** store. I was never notified by Shopify that a chargeback was filed, no funds were taken from my bank account for some unknown reason (which would also have given me a clue that there was a chargeback) and Shopify submitted information on my behalf that in no way supported my case against the chargeback. Once I realized that there was a problem with my Shopify balance, and that a chargeback had been filed against me, Shopify would do nothing to submit the proper information to support my case. Because of this, the customer has the money, the jewelry and I have received no protection or help from Shopify. In fact, my rights to support my case were taken from me.

  

  Business Response

  Date: 03/02/2024

  Hi, ****.

  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB I am unable to discuss account specific details here. However, I can share some details on how chargebacks with Shopify Payments work that *** be helpful.
  
  When a customer launches a dispute or chargeback for an order placed via Shopify Payments, the merchant will get an email notification of this. At the same time, the amount of the chargeback and associated fees is deducted from the Shopify Payments account balance. The chargeback amount will generally be a bit higher than the original order amount, due to the associated fees.
  
  A chargeback deduction will not necessarily result in a withdrawal of funds from the merchants bank account - if ************* positive balance in the Shopify Payments account already to cover the chargeback and fees, itll simply reduce the payout by that amount. A negative payout (withdrawal) will only occur when there is insufficient balance to cover the chargeback. If a negative payout fails for any reason, the account owner will receive email notification of that failure.
  
  Email also isnt the only way Shopify will notify merchants of a chargeback or a failed payout.
  Notifications are placed in the Home section of the stores Admin panel, and the notification bell icon in the top right hand corner will also indicate theres a notice you should see. This ensures that even if a merchant is having issues with their email, theres a backup notification of any action items the merchant should attend to.
  
  Regarding sending more evidence, once a chargeback submission deadline is reached, its not possible for us to reopen the submission modal or submit additional information on your behalf. Once the system sends that information to the cardholders bank, we dont have the means to add more documents.
  
  If you arent receiving notifications via email or in your store Admin, please notify our Support of this so we can look into that for you and ensure those features are working correctly.
  
  While I cant take any actions for you here via the BBB, I am happy to follow up on any tickets you *** have in our authenticated support system, and ensure the right things are being done to help you. Feel free to respond here with any ticket numbers; any chats with Support will automatically send a transcript to your email address when completed. If you dont have ticket numbers, dates of contact and the email address used to chat in will help me search them out.
  
  Best,
  ************** | Support Lead 
  

  
  

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21238753
  
  I am rejecting this response because:
  None of my issues have been resolved. Additionally, the chargeback amount is $49.47 more than the original amount of the charge. This is not a Shopify fee. How did that happen?
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/02/2024

  Hi, ****.
  
  As mentioned before, we cant resolve any issues via the BBB, because we cannot verify were speaking with the stores account owner. In this forum, were limited to providing information on how processes and features work, and getting information we can use to follow up on interactions with Support in our verified ticket system.
  
  The most common cause for a chargeback amount being higher than the original amount is due to currency conversion; if your customer was from another country, the disputed amount can be different due to changes in conversion rates between when the order was placed and when the dispute was launched. You can read more about that at this link:
  ****************************************************************************
  
  If you want more specific information about your store, youll have to speak with our Support where we can authenticate you as the store owner.
  
  Again, the offer stands to follow up on any tickets you may have in our authenticated support system, and ensure the right things are being done to help you. In order for me to follow up on those, youll need to reply with ticket numbers. If you cant find those, dates of contact and the email address used to chat in will help me find those interactions.
  
  Best,
  ************** | Support Lead 
  
  

• Initial Complaint

  Date:31/01/2024

  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 incorrectly billed me for shipping labels that were generated in shopify's " test mode" for sellers. My credit card was billed for $16 when it shouldn't have been. It wasn't a big deal at the time, so I contacted shopify support. TWO WEEKS AGO and chatted with 4 different people who say they will get back to you but don't. They claim they have no idea how to refund my money and have given no indication that they intend to. I filed a dispute with my bank for fraud and have have had NO real help from Shopify. It SHOULD NOT take this long for their error and $16 small dollars. It's the principle of the matter now. They need to do better and not to ignore people and crediting a customer immediately should not be that difficult.

  

  Business Response

  Date: 05/02/2024

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

• Initial Complaint

  Date:31/01/2024

  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 issued a credit card to me. On 1/25 they took money out of my bank for the payment due. $864.34. They claim it may take up to 3 business days to apply the payment. It is fourth business day today and the money has not been applied. They are also saying it may take up to 48 hours to investigate the issue.

  

  Business Response

  Date: 01/02/2024

  Hi ****,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. 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: 45328114
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

• Initial Complaint

  Date:31/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, So I have a really really big problem with FALSE and MISLEADING SALES PITCHES, I believe it falls under the False Advertising banner. It is the Hydro Shower Jet Shopify Store. They have a massive sale on where you pay for 1 and get 2 more FREE so you will have 3 in Total all for the low price of $39.99 USD.. sounds awesome, nah its a lie (Im not going to say what you think I am going to say yes you no doubt get the 3, but I havent even hit the CHECKOUT button yet because this is where I see the false advertising, oh and it isnt by mistake (like a miss-type or anything so simple that they can get out of this unlawful act.. it is in fact the prices (***** were actually charged for a similar offence and lost in court) okay here goes when you buy a shower head jet nozzle it enters your cart as 1 and then on the next screen it adds another 2 to your cart, this is fine and we are still only paying $39.99 most people would think this is wonderful, when in fact they are being scammed because on the stores products page we can purchase the shower head with no bonus added.. remember the pay for 1 and get another 2 free As this shower head can be bought without or with the bonus ($39.99 USD is the cost of 1 and the other 2 are yours FREE OF CHARGE) THEN WHY IS THE COST OF 1 SHOWER HEAD WITHOUT THE 2 free only $29.95 USD so NO NO NO NO NO NO NO NO we are not PAYING FOR ONLY 1 and getting another 2 free if we were then the cost would be $29.95 USD.

  

  Business Response

  Date: 01/02/2024

  Hi *****,
  
  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 experience with an online store. I will be sending you a private email through our support system in order for us to discuss this more. The ticket number is: 45327149
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

• Initial Complaint

  Date:30/01/2024

  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.

  At the beginning of last year I was trying out shopify as a way to make some extra money. I only tried the free trial version in both of my emails:*************************** and **************************** Never could quite figure out how to do it. So I followed the procedure to stop charges being made to my credit card, in which they explained that I had to cancel my stores. I even chatted with a live agent and he told me that no charges are being made to my credit card.Its been more than 8 months since that last conversations and they still charge me 29,99 every month even though I have no store created not working. I cannot cancel charges from their web page. So I write this complaint in order to get a year full of refund that is: 29,99 + 5% of taxes x 12 refunded to my credit card as well as for them to close all my existing information,My credit card number is: ******************* That would be $378 until today. I uploaded one of my credit card statements in order for you to see at the bottom that shopify is still charging me $29,99/month And even though this in not an insane amount of money it has been a nightmare trying to cancel charges made to me by shopify.Sincerely yours **** ******************************** ID: *********** from *******

  

  Business Response

  Date: 30/01/2024

  Hi, *********
  
  It sounds like youve run into some issues around unwanted charges for a store you intended to be closed, is that correct?.
  
  We have processes in place to assist people with unwanted charges from Shopify. The best way to resolve this is for you to reach out to our Support Advisors to get help on this. To reach Support where they can help you, head over to our *********** page using the link below:
  ************************************************************************************
  
  You can do this even if you cant log in to your store, just let our staff know youre unable to log in to cancel and arent sure where the charges are coming from.
  
  At that point, our Support will ask you for some information about the payment method and how the charges appear on your statement. When someone is unable to log in and prove they own the store that charges are coming from, well ask for some information that shows they own the payment method used for billing instead. The owner of a payment method will always have the right to request we stop charging it, so proving you own the card being charged will give us the needed authorization to remove that method of payment from our system.
  
  Once the Support Advisor has that information, it then gets passed to our Billing specialists, who can use it to track down where the charges are coming from. Once the source is identified, we can work on stopping the charges and move to helping you with your refund request.
  
  If you run into difficulty with any of that, feel free to reply and let me know. If youve already spoken with Support but not had a resolution, you should have received a ticket number in your email inbox. If you share that ticket number with me, I can follow up on it and ensure its in the right hands to help you out.
  
  One last note - with the BBB being a public-facing forum, we want to be especially careful around what kind of information is visible here. It would be wise for you to redact your card number and statement from the complaint; we strongly encourage being careful of posting personally identifiable information online. If you arent able to remove that information yourself, you should contact the BBB and request their help with that.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:29/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having an issue applying $5.17 shop cash during checkout, the customer service rep took too long to get back to me when I reached out about the issue and by the time they advised how to correct the issue (apparently, it doesn't work through using shop cash at checkout with store fronts, which I had no problem with on previous purchases when checking out using shop), my shop cash expired. I replied and asked if I could get the shop cash credit back in some capacity and the rep said no with no exceptions since all shop customers are treated equally. Well, not all problems are created equally and that's pretty lousy service for ALL customers, since Shop didn't get back to me in a timely manner. Would love if someone could try and make this right, otherwise I can just go back to using ****** full time and letting other friends know not to use Shop going forward either!

  

  Business Response

  Date: 30/01/2024

  Hi ***, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to an experience you had with our Support team. I regret to hear of the issues you've encountered and I'd like to work on the matter with you further. 
  
  Due to the public nature of the *** I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  
  Kind regards,
  **** | Support Lead

• Initial Complaint

  Date:27/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have to say I am very disappointed in this service. I have been completely locked out of my account trying to contact the support team for a separate issue. The page told me to update my email and account details. I tried to update the email to a current email address and now I cannot get into my account using the old or new email. It keeps redirecting me to a free trial sign up page. I have paid an annual membership two years in a row and expect better for what I pay I am paying for. I have spent the last three hours trying to get back into may account or receive help from the Shopify Help Center but it can't help me if I am not in my account.

  

  Business Response

  Date: 05/02/2024

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

• Initial Complaint

  Date:26/01/2024

  Type:Order 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.

  Hello! I contacted via email customer support due to I made a purchase via shop pay at TableclothsFactory.com and of course I received my $1.19 shop cash ok but then I had to add more items to the purchase and so the order was updated with more money! I added $246 to that order so now I should receive my $2.46 shop cash and I havent received and shop pay doesnt want to be responsible on giving me that amount ! It does NOT matter if I update the order YOUR RESPONSIBILITY is pay the 1% shop cash to the customers! Please give me the shop cash!!!!!!!! Ill attach pictures as proof

  Customer Answer

  Date: 29/01/2024

  I recently filed a complaint and received an email saying cannot be delivered this complaint. And listed reasons for it. 
  
  I never used bad language in my complaint! They are responsible to give cash back for purchases and did not receive mine!! Thats why Im complaining! I did the complaint to the right company! Which is SHOPIFY! Complaint #********
  

  Customer Answer

  Date: 29/01/2024

  I do apologize! Im trying to file the complaint to ShopPay which is from the company Shopify

  

  Business Response

  Date: 31/01/2024

  Hello *****,
  
  Thank you for reaching out about this. My name is *****, I'm an Operations Lead here at Shopify, and I'll be glad to provide some information for you.
  
  Currently, only the initial order value of an eligible purchase will earn Shop Cash when placing an order. Any amounts related to updating an order will not earn Shop Cash. I can see that you were able to reach out to our Support on ticket ********, where our Shop Support Specialist **** also shared this information with you.
  
  That being said, I can definitely see how it would be nice to get Shop Cash for updated orders, rather than having to place a new order, and I'll be taking this feedback to our internal development teams for consideration. While I cannot gaurantee if or when this change may come to the platform, we appreciate the feedback as we're always looking to improve the merchant and customer experiences while using our platform.
  
  I appreciate you getting in touch, and should you have any further questions related to this, please let me know.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:26/01/2024

  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 signed up to try out Shopify services (to see how it works). They presented a trial plan to subscribe. I okayed it to see how it worked, but never could understand it and never used their services. When I tried to cancel the subscription they told me I couldn’t until I paid the $89 first. They billed my ****** account and took the $89. I contacted them for a refund and asked them to cancel the services. The told me that the services were cancelled and that i wouldn’t be billed again. They never returned my money and billed me again for their services that was supposed to be cancelled. I am trying to stop the billing, but their website won’t allow me claiming I need to pay the $89 first. I’ve contacted them through X platform about the issue. And I have also been going back and forth for approximately a week and they still will not cancel my subscription.

  

  Business Response

  Date: 30/01/2024

  Hello ***,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear your journey with us has not been what you were expecting. 
  

  I have looked into the ticket and I see that our specialist ***** has been able to get your account closed as expected and as the account was opened in error they were able to get your expense refunded.
  
  I hope this resolves the issue for you and if you need anything more ple*** do not hesitate to contact our Support Channels. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:26/01/2024

  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 started an online store using Shopify's platform in November 2023. On January 5, I received an order from a customer who chose to pay using Shop Pay Installments (a shopify product) & the payment failed to transfer into my connected account saying it was not an accurate account which isn't so because I had received previous payouts to the account connected. I changed my payout account to my Shopify Balance account (a shopify product), & the payment was to be re-tried. I waited 6 business days to receive the funds into my account and there was nothing. I contacted Shopify on Jan. 22, 2024, through a chat service because it's the only means on communication with anyone at Shopify, and was told by an advisor that the issue was being escalated and a "dedicated" team who would reach out to me by email with a resolution or next steps to resolution. A couple of days went by & I heard nothing, so I contacted again & basically same thing with a chat advisor that doesn't know any more than me. Still no communication regarding a resolution! So, I have money floating in space I guess, it shows paid but never went into account. Now, to make matters worse I can't change my payout method and they aren't responding on that issue either. How am I to make sales when I have no clue where the money received from my customer is going, and can't get a response from Shopify.

  

  Business Response

  Date: 29/01/2024

  Hello *********, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having issues with connecting your bank account. 
  

  I have looked into your tickets and see that our Specialist ***** has been working with you on ticket # ********. A typo made when changing the account information has created the issue. At the moment your payouts are on hold which means that you can still make sales and continue as normal and no payout will be made until the account numbers get changed. 
  

  Our escalated team is working on this for you and will reach out to you directly shortly. Once this change has been completed all payouts will be made directly to you.
  If you need anything else please do not hesitate to contact our Support Channels. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 31/01/2024

  
  
  Complaint: 21200569
  
  
  
  I am rejecting this response because:
  First of all, as I told ***** the account info was copy & pasted so there was no typo, and now ***** is telling me that I will not get MY money saying that reversal isn't possible. However, I know for a fact if done within a reasonable amount of time it could have been reversed or charged back. If you all handled such issues with a little more urgency none of this would be happening, but instead you all take a week to even respond to me. So, now the problem is Shopify needs to give me my money. *** please help stop this company from robbing people!! 
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 02/02/2024

  Hello *********, 
  

  ***** here again from Shopify. 
  I am sorry to read that you feel your support journey has impeded your ability to get your payout. As ***** has explained, we have worked closely with our Banking Partners to try and retrieve the payout which unfortunately we cannot. ***** has apologized for not updating you while she was working on this case which made it seem that there was nothing happening during that time. I am working internally to make sure this communication can be more streamlined. 
  

  Regards 
  *****