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: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.

  Received notice from Shopify that someone was changing the email associated with my account and was told to contact them if I did not initiate the change. After over an hour on the chat I was told the my account could not be fixed, closed or the change rescinded. I must leave the breach intact while they investigate and it could take 24-72 hours. Why must I be vulnerable for that period? Why can’t they close my account now and investigate later? What is happening to my data in the meantime? Where are my protections? They told me that they have limited resources to address these issues. So vulnerable until they get time? Not adequate customer service and definitely not a secure web company.

  

  Business Response

  Date: 29/01/2024

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to read of your issues you are having with your Email Account. 
  

  Due to the Public nature of the *** and the sensitive and personally identifiable information that we will be discussing I have sent you a separate secure email so we can address your concerns.
  

  Please reply to that email directly. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:26/01/2024

  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.

  Recently, my accountant notified me that I've been charged by shopify a subscription for the last year. Billing started at $29.00 monthly the beginning of the year and changed to $39.00 starting May of 2023. For the year of 2023 I was charged a total of $428 USD. I remembered that my daughter asked if we could make a website in April, 2022. So an additional $261 for the year of 2022 based on $29 monthly payments. My daughter created a separate email for the shopify account and I had no idea that shopify was still intact. Initially, we found the site overwhelming and confusing so we paid someone to set up an easy store for us and they put a theme and mock products from ali express and told us to just change the products to our own. My daughter makes handmade products and wanted to showcase her work, she forgot about the site. We never published or launched it. It had been sitting for nothing and charging away. When my accountant notified me of the charges because we are doing our annual taxes, I called shopify right away to see if they can reimburse the charges, or at least give credit so we have time to launch an actual site. The rep told us no, it is not possible. I find this very frustrating, to pay for a product that was never launched. This is not how business should be done.

  

  Business Response

  Date: 29/01/2024

  Hi ****, 
  
  My name is *******, I am Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support with a refund. 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:25/01/2024

  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 switched my online store ro Shopify from ****. I made the switch do to ****'s backward policies and no customer service. Shopify was targeting **** shop owners that felt the same way as I did about **** micromanaging my business. I had a great experience with Shopify. I need some customer support for an issue and they were great. I talked on the phone with a rep and the issue was solved in 10 minutes. In December of 2023 i had a customer place an order with my shopify store. The customer made a mistake in the order and I decided to just issue a refund and cancel the order. 2 weeks later i start getting messages that there is not enough money in my shopify account to cover the refund. I never touched the money in my shopify account and the difference between the refund amount and what was left in my account was the service fee shopify took out. Shopify needs to refund the sale fee on this sale so the correct total amount of money would be available for the refund. When i tried to contact support to see what was going on, I learned that the talk to a person over the phone option was gone. You had to chat. When I tried to open the chat I kept getting timed out. Tried on several computers with the same response for a week or so. Then I tried reply to an email they sent about the balance and never got a response. In the mean time I get another order. They took the money for the refund from this order. In my shopify balance account it says they still need the original refund, which was taken from the new sale plus the sales fee for the canciled order. I am running out of charecters so to sum up, I finally got to chat with someone. It has been almost a week and I keep getting told I will get an email. Not sure what that is going to do, but the email never comes. Now I cannot get any type of response. I am being ignored and they still have not freed my money up so I can take care of my customer.

  

  Business Response

  Date: 26/01/2024

  Hi ******,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to elaborate your experience with the platform. As the *** is a public forum, I'm unable to go into details regarding the matter, however ,I reached out in a separate email to collaborate on this. Please note that a ticket under #******** number should be in your inbox, and that ticket should be used for further communication on this matter.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 27/01/2024

  
  
  Complaint: 21200540
  
  
  
  I am rejecting this response because:

  Nothing has been done. 48 more hours have passed and I have heard no details on what is being done or if anything has been done since I filed my complaint. For my original contacting Shopify asking for support over 144 hours ago I have heard nothing. I run a very small business and all my customers are extremely important to me. I would never let an issue go this long for one of them. Ot is clear Shopify does not feel the same way. I want my account fixed, my balance corrected, and to know why this happened in the first place. It is a simple request. I understand things happen but the issue is what we choose to do when things happen that matters. Clearly Shopify is not willing to take care of their customers when hick ups happen. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 29/01/2024

  Hi ******,
  
  ****** here again. Thank you for sharing your thoughts further, and please note that we're looking into this. All communications on the mater will continue in the ticket #********.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: 21200540
  
  
  
  I am rejecting this response because: I do not owe you $585 for the refund. You already took that amount from my Shopify payment account. If I pay you again I will be over paying. Please just look at all the supporting documents I sent almost 2 weeks ago. It is all there and you can see this is an issue with your system. I need to be able to access the rest of my money in n my Shopify payments account to run my business. I do not understand why you cannot just work this issue until it is resolved and we can stop going back and forth. The only way I get any response is through this form and it never is a response with actual answers information. Why don’t you send me what the information you have and I can compare to what I have so we can see what is going on. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 28/02/2024

  Hi ******,
   
  ****** here again, following up on your response on the ****** ******** ****** platform. There were some issues where we could not provide a response there.
   
  We have shared all of the relevant information in our previous responses, outlining that the refund was never successfully debited, and we have also provided you with the relevant links where you could personally verify that information. 
   
  Please ensure you have looked into the links shared with you in this ticket on February 6, 2024.
   
  Kind regards,
  ****** | Support Lead

  Customer Answer

  Date: 28/02/2024

  I am not satisfied at all with Shopify and how this was handled. The never got an answer as to why this refund never came out of my Shopify account In the first place. The also never got an answer as to if I entered my banking info and re ran the failed payment if the system would take the money from my account that was already paid from the second sale in my Shopify account. Instead I got screen shots of things I could already see and no answer that was clear to my 2 questions. I ended up just taking the chance and rerunning the failed charge that was already paid. I was able to get the rest of my money out of my Shopify balance account. I then closed my Shopify account and will never do business with again and will tell everyone I can about my experience with this horrible customer service experience. No follow is needed 
  
  Complaint: 21200540
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:25/01/2024

  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 has the worst customer service model ive ever experienced. I was cyberhacked while using their site trying to activate my shop pay card (shopifys card/payment processing) mid november. from mid november till mid january i tried using their customer help chat (worst thing ever) first started sending them messages right after it happened at the time to have them freeze my account there because i had no access to my store, or talking to my customers. then after lots of people that didnt want to help me, the last chat i had with them was the best excuse filled chat ive ever had with a company. They claimed i never tried to contact them because i didnt save the case numbers and said my account was never compromised. When there was around 30 password changes in a 5 week span. Any logical person would see that and wonder whats going on when I had the same password for 2.5 years before that. I had a refund from a customer that i didn't know about, which i have no problem refunding the guy as he never got his products. BUT, i was also charged a 15$ fee for that, AND i have had 2 refunds over the years there, all refunded less than 24 hours after. All other orders were shipped within 24hours or less, so again if you use some logic, youd see that this guys order not being replied to, refunded or anything should be weird. I had paid for the month of november even though i didnt have access to my account. So i lost 7-8 weeks of sales during this. And was declined them reimbursing me anything except for giving me 1 month credit (I had only asked for 2 months of fees, plus that guys order that was refunded) I was denied and I quote “Based on the situation it seems that ***** and the outside source are at fault not shopify.” And “***** should be the one covering the damages” Every other company I called and had fixed literally the day after the attack. Shopify was the only ones who didnt. Very unhappy, disappointed customer, that will no longer support shopify.

  

  Business Response

  Date: 28/01/2024

  Hello *******,
  
  My name is *** and I’m 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 *** 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 I’ll be able to look into this more. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:24/01/2024

  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.

  It is quite simple. This company does not have a customer support phone number and their support chat is garbage. It leads you in circles and doesn't get you anywhere. So I finally got a hold of someone because I am experiencing an issue with the website and connecting my services to shopify. I explained in detail what the issue was and the representative told me it would be fixed within 1-3 hours. After 3 hours I was emailed some bogus excuse that it was my fault. Essentially their software is saying I do not have permissions that I clearly do and that I clearly enabled on their website and it still does not work. I have spent 2 full days on this and not a single person there is willing to assist me nor have a clue what I am talking about. The fact that you do not have a phone number in is ridiculous and I have lost business because of this. I spent a LOT of money with you guys and I would like someone to take care of this already.

  

  Business Response

  Date: 01/02/2024

  Hello *******, 
  

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

  After a lot of research and trials we have found that the quickest and easiest way for our Merchants to be supported is through chat and email support. With a chat support interaction our Merchants can visibly share in real time what they are seeing and experiencing through screenshots and other imagery. With a phone call this process takes more of our Merchants time which in turn is less time they have to work on their store as needed. In saying that if a Merchant does need to work with us on a phone call we do have callback capability that can be scheduled. 
  

  I have spoken with our escalated teams to understand more in regards to your API issue. Due to the public nature of the BBB and the sensitive and identifiable information we will be discussing, I have sent you a separate email. Please respond directly to that email and I will work further with you to get a resolution to the issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 01/02/2024

   
  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:24/01/2024

  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 tricks customers into using their services by using unclear language and placing their pop-ups in the middle of purchase transactions on online websites. This first occurred with me in October 2023. Their pop-up came up and I did not realize it was an optional service, because there was no clear language dictating as such. So I signed up to get through the checkout process and move on to whatever else I was doing. I now have them emailing me with no unsubscribe option on their email or clearway to unsubscribe from their services via their web address because their web address appears to be a business service address and you have to download their app to be able to get more information. Shopify is knowingly, deceiving customers into using their sign into shop service. This is clear deceit and illegal in the United States. People should clearly know this is optional and they should clearly be able to figure out how to remove themselves from Shopify marketing, and email service.

  

  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
  *****
  

  
  

• Initial Complaint

  Date:23/01/2024

  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 placed an order from a Shopify seller on 12/13/2023. On 12/19/2023, I sent a follow up email to the seller as I never received a shipping notification. The following week of no response, I attempted to fill out a Problem with Order form on Shopify's website. The automated system automatically rejected my request, and stated I needed to wait 30 days until I could report the issue. So here we are, 1/23/2024 and I am attempting to fill out the Problem with Order form. The seller's Shopify website no longer exists, and I no longer have a working order confirmation link which is required to submit this form. I am now stuck and unable to obtain a refund as the seller's site no longer exists, and Shopify has no support for customers. I cannot report an issue with my order on Shopify's website due to the fact the seller removed themselves (or were banned from Shopify) and my order confirmation link is now broken and redirects to an invalid page. I want a refund of my purchase I never received. Shopify holds responsibility in refunding me as they do not have an option for customer support if a seller on their website goes dark. I am now left with no support from either party and never received my order and my money is still out of my pocket.

  

  Business Response

  Date: 29/01/2024

  Hi ********

  My name is ******, and a Support Lead here with Shopify, I regret to hear of the experience with your order. For clarity, Shopify is a platform where sellers can support their online businesses but we do not have control over shipping orders or fulfillment of their orders. I noted that you have attempted to contact the seller and to fill out the order form with Shopify, however, those steps did not bring any results. 
  
  There is one more step to take and that is reaching out to your bank provider/ paypal/ credit card company to discuss a possibility of a refund, as this has to be done directly between yourself and the business.
  
  Wishing you success,

  ****** | Support Lead 

   

   

• Initial Complaint

  Date:23/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The crux of the matter revolves around Shopify withholding essential business funds without providing a clear resolution, jeopardizing the financial stability of my small business. I have encountered numerous obstacles while attempting to navigate this issue, and it has reached a point where it is impacting my ability to meet crucial financial obligations, including payroll, rent, and payments to merchandise suppliers.
  
  The pervasive nature of Shopify’s service in our state makes it a matter of public interest, affecting the livelihoods of countless small businesses. It is my sincere hope that your office will consider the emotional, ethical, and legal implications of this situation and take prompt action to protect the interests of *******'s small business community. Shopify avers that it aims to “empower entrepreneurs.” However, there is a systematic failure in how it resolves merchant disputes, particularly those dealing with financial holdings such as these. These scenarios threaten the livelihoods of small businesses, particularly considering the widespread popularity of this service amongst online stores. I find this unfortunate situation disheartening that this platform is taking advantage of small businesses globally by providing lackluster service powered by AI-bots. There is an unconscionable power imbalance between the merchant and service provider that needs to be addressed and rectified. The closest parallel to this predicament would be the experience of having my business forcibly closed due to a global pandemic. It highlights a significant contrast between the impact of a worldwide virus and the consequences of inadequate business systems and practices.
  ***************************************************************************************************************************** ******************************************************************************************

  

  Business Response

  Date: 29/01/2024

  Hi ******,

  My name is ******, I'm a Support Lead here with shopify. I regret to hear of your experience, however ,I will need you to provide us with a valid email address to continue the conversation outside of the ****** ******** ******. The ****** ******** ****** is a public platform and further conversations on the matter need to be conidential for security reasons. Once you've responded with a valid email address, I will then be able to reach out directly to you.
  
  Kind rgeards,

  ****** | Support Lead

• Initial Complaint

  Date:23/01/2024

  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 made a purchase from a registered vendor on Shopify's ecommerce site, "Trail Bikes", the vendor is a fraudulent entity, not a legitimate business. Shopify makes it nearly imposible to contact them directly and get assistance regarding this transaction, for which they have received payment.Per my conversation with Shopify, I believe that:1). They have inadequate consumer protection mechanisms in place to ensure the legitimacy on they registered vendors/sellers.2). Shopify does not provide adequate mechanism to support consumer complaints, and dispute resolutions.3). Shopify knows. or should have known that there is an opportunity and likelihood for fraudulent use of their systems.4). Shopify knows, or should know, that id adequate consumer protection and vendor vetting processes were in place that the registered vendor, Trail Bikes, is in fact fraudulent.5). "Trail Bikes" is registered with Shopify as a ********, *** based business, however no such business is registered with the ***************** (**) Secretary of State as a legitimate business.6). "Trail Bikes" purports to use *************** as a business phone number, however Shopify knows, or should know this number is invalid.7). "Trail Bikes" purports to use ************************ as a business email address however Shopify knows, or should know this email address is invalid.To resolve my complain I seek the following:A). Immediately refund my purchase of $1530.00 USD.B). Immediately suspend or revoke the registered seller account for the business purporting to operate as "Trail Bikes".C). Using Shopify's own systems, immediately contact any other any other affected consumers and make whole.

  

  Business Response

  Date: 23/01/2024

  Hello *******,
  
  My name is *****, I'm an Operations Lead here at Shopify, and I appreciate you reaching out to us.
  
  Just for some expectation setting, account security and privacy is important to us, so we are unable to discuss specific store details, or confirm if a store operates on our platform to parties that are not associated with the store. That being said, we also take potential bad actors very seriously. If this is a store on our platform, we will be sure to take the appropriate steps to review the store and take any applicable actions following the information you have provided.
  
  In addition, while Shopify is a platform that can help people create and run their businesses, we do not manage the day to day operation of stores that use our platform. This includes orders and refunds, so we are unable to directly refund an order to a customer. That being said, there are a number of steps you can take if you believe the store you have ordered from is not legitimate.
  
  The first step would be contacting the merchant directly. I do see in your complaint however, that you mentioned the provided phone number is invalid, and you have marked in one of your screenshots that you have attempted to contact the merchant. I would recommend also contacting the merchant via email if you have not done so already, for the specific reason that, if the merchant does not respond (or does respond), you can add screenshots of your contact attempts to any potential disputes you open with your bank.
  
  Another step would be to report an issue with an order, which will send a message to the merchant if the merchant uses our platform. It looks like you may have already done this via one of the screenshots you provided. However, if you submit this form and it has not yet been 30 days since you placed your order, the form may notify you that you need to wait 30 days before submitting it. This is to give merchants a reasonable time frame in which to fulfill items. You can still contact a merchant via their direct contact information during this time.
  
  Should neither of the above methods help in securing a response from the merchant, the next step would be to initiate a dispute with your bank or card provider. It appears from one of your screenshots that you may already have done this as well. One thing to keep in mind is that when a dispute is opened with your bank or card provider, the decision is made solely by your bank or service provider. Shopify does not have decision making power in regard to disputes. You should be sure to submit as much evidence as possible so that your service provider may resolve the dispute in your favor.
  
  Finally, as mentioned above I will take this information back to the appropriate teams for review should the store use our platform, though we will not be able to share any details about the outcome of a review. If you would like, you can also submit a report about the store using one of the options on this page, such as the report for malicious or deceptive practices. These reports also help flag potential bad actors to the relevant teams. One thing to note is that to submit some of these issues, you will need to create an account with ********************. You are able to create an account without creating a store however.
  
  Thank you for taking the time to reach out and provide us with information, and we value your feedback.
  
  Kind Regards,
  ************ | Operations Lead
  
  

• Initial Complaint

  Date:23/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of shopify for over 8 years. I opted to use an app for a mobile app store and was forced to pay for a app developer that no longer exist. Shopify refuses to help with this matter they continue to tell me they are going to email the developer but the developer does not exist. Earlier today Shopify advised they would credit back the money i had to pay to a company that is clearly collecting funds but now is under a completely diffrent name. They have not responded to myself or shopify and shopify does not care they even ended the chat when i asked to speak with a manager basically saying i either pay them or i dont get my store back. They are very nasty when it comes to business and to think I have given them my money for almost 10 years. So you rudely end the chat wow shopify. please see chat below.
  
  But the form is ready to go
  
  Thats fine I wont be staying with shopify
  
  this has gone on for almost 2 weeks and i get the same run around
  
  Please cancel the account
  
  I'm very disappointed that I have been mislead to believe something was going to happen and yet you all don't do anything about it.
  
  I have done everything that I can do today for you. I cannot speak for the others, but I have tried my best.
  
  I'll get this sent up now. Is there anything else that you would like to review together before I do?
  
  I'm filing a complaint to the *** as this has driven me to be very upset
  
  I again was led to believe from 10 am this morning that you all were going to handle this situation for my promptly instead you all did not keep your word
  
  I understand, I would be upset about it too. Two weeks is no joke to be waiting around for an answer. But I have done everything in my power to get a resolution for you today, and will be sending it up to Partners.
  
  I was told in 1 hour i would be ale to get a credit and my account could be put back up because I had customers whom wanted to purchase from me
  
  I was given this entire spill
  
  you let 3rd parties control your company
  
  I'll leave feedback for the team. Is there anything else that you would like to go over today?
  
  your system is very dinosour if you are able to credit a customer when they flat out tell you the company doesnt exist
  
  I need to speak with manager
  
  what is the number I can call so I can have my account cancelled and i will respectfully have my lawyer contact to retrieve my refunds.
  
  I'll be escalating this up now *******. If you had anything else that you needed help with, please reach out to us again.
  
  To maintain consistency, we kindly request that you avoid opening any additional tickets regarding this issue, as it will not be possible to escalate it further. I will also follow up with an email noting this escalation. Bye for now.
  
  Chat ended by advisor
  
  I want my account to be back to the regular amount $39.00 i want shopify to refund me the $80.00 for an app i cant even access anymore and haven't been able to because the company no longer exist- and they never respond to their messages or their chats. They are now under a completely different name ********* *** ** *************

  

  Business Response

  Date: 30/01/2024

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify. Due to the public nature of the ****** ******** ******, we can’t discuss store-specific details, but I can share some information about store billing and app charges that should be helpful.
  
  It’s important to know that while Shopify does process the charges for themes and apps, any refunds on those items can't be actioned by us without approval from the developers who create and support them. Even if an app is no longer available in the App Store, our agreements with app developer partners mean that merchants need to contact the app support themselves to request refunds or waiving of fees. If a merchant contacts our Support and informs us that the app’s support team hasn’t responded in a reasonable amount of time, we have a process to contact them and assist with the refund request.
  
  Another useful thing to know is that app billing cycles and store subscription billing cycles on Shopify are both 30 days, but they operate independently. This means that app charges can appear on your next Shopify bill even if the app has been uninstalled, because the app charge was created before it was uninstalled. Any unpaid invoice charge can cause a store to be frozen and taken offline, as per the Merchant Terms of Service linked below:
  ***********************************
  
  There’s a little more information on how store billing works in the following link:
  ******************************************************************************************** 
  
  It sounds like you’ve been in touch with Support to get help with contacting the app developer because you were hoping to have some app charges removed or refunded, but this proved difficult and frustrating due to the app developer going out of business. Is that correct?
  
  If that’s so, you are doing the right thing and that’s the best way we can help you. We can only initiate the process to contact an app developer for a refund request through our verified ticket system, where we can be confident we’re speaking with authorized store staff. Once we know we’re talking with the account owner, the Support Advisor will generally ask for some information about when and how you reached out to the app’s support team so they can move to next steps in that process.
  
  Hopefully, by the time you see this message, our Support staff will be well on the way to assisting you. However, if you still have any unresolved concerns around app charges on your store, please reply here with your ticket number. With that provided, I’ll be able to check in on your case and make sure the right things are happening for your support request.
  
  Best,
  ****** * | Support Lead