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:22/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several orders with shipments delayed or not delivered because the complete address provided during checkout gets changed. I can’t deal with losing any more packages because their checkout site is non functional.

  

  Business Response

  Date: 24/01/2024

  Hi *****,
  
  I’m ****, a Support Lead here at Shopify. Thanks for sharing your concerns.
  
  From the information you shared, I think you're having trouble with shipping address details when you order from sellers who use the Shopify platform for their ecommerce. If that's not correct, please respond with as much context as you can so I can help you. 
  
  If the trouble is as I've described, it would be good to start by checking if you have a saved address for a Shop App buyer account, and making sure that it's correct. You can do that using this link to the Shop App login: **********************
  
  If you're using Shop Pay or the Shop App and the details are correct there, I'd recommend submitting a support request directly with the Shop App buyer support team, which you can do at this link: *******************************************
  
  If you're not using Shop Pay or the Shop App, it's best to contact the seller/s who you're purchasing from directly, as the address should not change from when you check it before making payment for a purchase. If it's changing, we'd likely need to investigate further, and the sellers will be able to share order information with our support team. 
  
  Thanks in advance for working through those troubleshooting steps.
  
  Warm regards,
  
  **** | Shopify Support

  Customer Answer

  Date: 24/01/2024

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

  I do not have a saved address associated with a shop account to my knowledge and my autofill details include the apartment number in the address. I always check to see that all the information makes it into the forms even after I select the suggested address prompt. The only common element of the issue was that Shopify was used for checkout in all cases. I am not and realistically cannot accuse anyone of manually removing details or anything of that nature, however, there is also no way to report errors or bugs outside of contacting customer service. Fortunately, all of the merchants that I ordered from responded in a timely manner to resolve the problem manually from their end. 

  
  I have reviewed the response made by the business in reference to complaint ID 21181377, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:19/01/2024

  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.

  For over three years I have my website with Shopify and now all of a sudden they have no humans to talk to over a phone which they had in the past and they are refusing me access to my own account I pay money for. These dummies added two step verification to my account without my consent and even add a phone number I have had in over two years do I cant even get the code because thats not my phone number. **************** chat is unhelpful and refuse to help me. Im suing them stay away from Shopify the took away all live customer service and have a poor reputation

  

  Business Response

  Date: 26/01/2024

  Hello ******,
  
  My name is ******, a Support Lead at Shopify. 
  
  I recognize that you are having issues related to two factor authentication. Please note that Shopify does not enable two factor authentication on behalf of account owners. Two factor authentication is a security feature that can only be set up by the account owner, or a staff member given permissions by the account owner. My investigation has shown no history or activity supporting your claim that two factor authentication was enabled by a Shopify employee.
  
  As the Better Business Bureau is a public forum, we cannot disclose account-specific details here. This is because we are unable to authenticate user identities through our secure channels, such as when you contact our Support team via our Help Center. 
  
  As of today, I can see our Account Security team has followed up with you via email with a resolution to this issue. Please look for their reply, and the accompanying password reset email. 
  
  Thank you,
  ******
  Shopify Support
  
  

• Initial Complaint

  Date:19/01/2024

  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 encounter a problem in various occasions, in which each time I have contacted Shopify and as a result they have not credit my account accordingly.
  I download some of the apps available on shopfiy as selling tools, (third party apps) I have uninstalled them, cancel the accounts, contacted the apps companies, the apps companies issue the refunds on the credits for the apps they wrongfully or mistakenly charge me for. And Shopify never credit me back the correct amounts it was refunded back to them.
  
  This time I contacted Shopify notify them of three apps I uninstalled, apps that i contact the merchants or third party companies directly, the companies issue the refunds, I contacted Shopify and request to adjust the billing for me to pay the correct amount due. Shopify fail to that, obligating me in some way to pay the bill if I want my store connected.
  Shopify ignore my messaging and request, did not apply and fixed my billing and suspend my account. When all I was requesting was to issue the appropriate credit to the appropriate billing adjust or correct the bill for me to pay the correct amount and Shopify never did that and suspend my account. When I called two weeks ahead of time.
  
  This is not the first time it happens. I contacted customer support, I an never able to talk to someone on billing directly. They offer me apologies and that is it. Never solve my problem as supposed. Sometimes, I say something to customer service and they respond me with something else totally non sense to the issue that we are discussing. Like if they are talking with multiple customers at the same time. Defensively not proper customer service.
  
  Lastly but not least, this situation is costing us money and make a negative impact of our business. And Shopify seems not to care. Everytime I contacted them with this issue is like they are going to a script already fabricated and repeat over and over the same things and never get to the real issue here. Creating frustration on the customer and benefiting themself of their fraudulent practices.

  

  Business Response

  Date: 26/01/2024

  Hello,

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

  I understand that you are concerned with your current billing situation. Please note that Shopify is not responsible for fees accrued by users who install third party apps, as per our Terms of Service section 9.7.1: 
  - Shopify may from time to time recommend, provide you with access to, or enable third party software, applications (“Apps”), products, services or website links (collectively, “Third Party Services”) for your consideration or use, including via the Shopify App Store, or Experts Marketplace. Such Third Party Services are made available only as a convenience, and your purchase, access or use of any such Third Party Services is solely between you and the applicable third party services provider (“Third Party Provider”). In addition to these Terms of Service, you also agree to be bound by the additional service-specific terms applicable to services you purchase from, or that are provided by, Third Party Providers.
  

  As the ****** ******** ****** is a public forum, we cannot disclose account-specific details or personally identifiable information. I have sent you a private email through our authenticated support channels, and request more information pertaining to your app charges. I am happy to assist you with any questions or concerns that you have. Please keep an eye out for my email. 
  

  Thank you,
  ******
  Shopify Support
  

  
  

  Customer Answer

  Date: 28/01/2024

  
  
  Complaint: 21169179
  
  
  
  I am rejecting this response because:

  Shopify response is that they are not responsible for third party apps. But does not mentioned that they received refunds on behalf of customers and never issue the refund to credit the customer's account but keep.
  

  Shopify is not responsible for any third party apps charges, but Shopify is charging fees on behalf of third party apps that apparently are not charging a fee to us. We contacted the apps companies and provided them with Shopify billing and they confirmed to us that they are not charging us for apps that we don't have and perhaps never used because we uninstalled that apps the same day and they see that on their end.

  However, Shopify charge the fees of the apps regardless of and if the store owner don't see it or don't pay close attention to be bill Shopify keep the money. And by my experience if you request a refund to Shopify, they have the last wordand decided if keep your money or not. Even do the app company have refunded the money to Shopify.

  My question is... Is Shopify obligated to issue the refunds they received from third party apps on behalf of customers? or Shopify, can keep the funds for themself?

  Please clarify.
  

  At the present moment I'm going again thru the exactly same thing. The app company have send us a letter explaining they are no charging us anything. They said we don't owe them anything but Shopify is charging $37 dollars for an app. Once more forcing me to pay the full amount of the bill if I want my store active. And no hope what so ever that if I pay the full bill I will receive my refund back of the $37 dollars, last the month before.
  

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

  

  Business Response

  Date: 05/02/2024

  Hello,

  We work to ensure accurate third party app charges are reflected on Shopify invoices, including any credits that are issued by third party app developers. If you believe there are any billing discrepancies, our Customer Support team is available 24/7 to resolve any questions or concerns. 

  I am still available to discuss any billing concerns that you have. I have sent you a private email requesting details around your invoice concerns (Interaction Ticket #45202134). We have asked you for further information including the name of the developer, amount that the developer agreed to refund/credit, and the date of the agreement. We look forward to your reply.

  Thank you,
  ******
  

  
  

• Initial Complaint

  Date:18/01/2024

  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 AM HAVING PROBLEMS WITH SHOPIFY AND HOW THEY CONTINUESLY THREATEN TO CLOSE DOWN MY WEBSITE. I HAVE ASKED TO SPEAK TO SOMEONE IN HIGHER MANAGEMENT MULTIPLE TIMES BUT THEY REFUSE TO GIVE ME A CALL, SET UP A MEETING, OR LET ME SPEAK ON THE ***** WITH ANYONE AT SHOPIFY. THEY ARE EMAIL BASED ONLY AND TAKE 2-3 DAYS TO ANSWER 1 EMAIL, AND WHEN THEY DO ANSWER THEY ARE OF NO ASSISTANCE, THEN YOU NEED TO WAIT ANOTHER 2-3 DAYS TO HEAR FROM SOMEONE AGAIN.

  

  Business Response

  Date: 18/01/2024

  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 online store. I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution and for authentication purposes, as the security of the accounts are very important for us. The ticket number is: 45024862
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

  Customer Answer

  Date: 18/01/2024

   
  Complaint: 21164533
  
  I am rejecting this response because: I am demanding a phone call from your company. I am over sending emails that lead to no where and get generic robotic responses. 

  You may schedule a zoom meeting, call me on my personal phone or whatever you want to get in contact with me. But email is not the way. 

   

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

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

  

  Business Response

  Date: 25/01/2024

  Hello Shayan,
  
  Regarding the phone support, as mentioned in one of the emails we sent to you, Shopify has made a conscious decision not to have phone support at this time as we feel we are able to help more customers via our chat and email options, not to mention our AI Help Assistant who has been providing an amazing amount of help to many merchants. We have been in communication with you/your team via email and chat.
  
  Best,
  
  **** | Shopify Operations Lead

• Initial Complaint

  Date:17/01/2024

  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.

  New to e-commerce in October I created a POD store on Shopify for a trial period of 3 months for $1.00 a month. Once renewed the cost would be $105.00 billed monthly until I cancel so naturally we expected to see that change in January. However in December our bank sent 2 transaction notifications from Shopify via PayPal in amounts of $1.00 and $105.00. I realize that i could've easily mistaken the trial period insignificance of the amounts, its still 1 charge too many. Uncoinsidentally I decided that Shopify was not really what I needed so I canceled the plans December 15th 2023 (attached/uploaded copy of email confirmation) and decided i'd forfeit that renewal fee of $105 because I was a technically a day late and a dollar short of the renew/cancel period. (Attached bank screenshots) of the Shopify transaction posted to our account December 16th in the amount of $948 via PayPal(attached screenshots of Transaction info/dates). This is an annual plan fee along with the $1 and $105 posting. If I accepted the loss of $105 monthly payment for being one day past the renewal/cancelation date and if I didn't cancel I'd expect to continue the $105 monthly plan. We did not turn around and approve an annual plan that's not in our budget hence the $105 monthly. With that aside, these charges are within the same month and as we stated above possibly a month early. I canceled all subscriptions same day, and I suppose it's possible that the automated billing/payment system may not be in real time. Every attachment we've uploaded is our attempts to clarify what we believe to be overcharging and discrepancies not only of the dates but the number of charges but also the amounts of each. We've also attached claim status screenshots. Shopify states no refunds but this can't fall into that policy if they charged 2 different monthly fees and an annual fee even after canceling? We couldn't login to the Shopify website to confirm without being asked to choose a plan. Ecommerse platforms can piggyback on another and while giving a company $1000 for a service you aren't using isn't much to some folk, its the principle.

  

  Business Response

  Date: 17/01/2024

  Hi Trea, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to your Shopify account that you previously closed after your trial. 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 BBB 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:17/01/2024

  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.

  In three different months: September 30, 2023; October 30, 2023; and November 29, 2023, I was billed by Shopify for $1.00 each month. It would have continued if I had not caught it as an unauthorized charge. It is not a lot of money, but rather the principle of the charges! I attempted to stop Shopify from doing these charges but was unable to connect with them on their site! I was looking into setting up an online business but decided against it. I notified Shopify that I did not want to do business with them more than once. I asked my banking institution to look into the matter which they did. I said that I thought the company was a scam. I received a letter from my bank stating that Shopify was found to be a scam company in Canada. My bank refunded me the money taken from my checking account. I realize it wasn't a lot of money but it was against my permission for them to bill my checking account!

  

  Business Response

  Date: 18/01/2024

  Hi ***, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to recent Shopify charges on your account. 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 BBB 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

  Customer Answer

  Date: 18/01/2024

   
  Complaint: 21159525
  
  I am rejecting this response because:  Shopify does not back their customers nor do they provide an easy way to stop charges that are NOT authorized by me!  They are a lousy, scam operation in ******, Canada!  I regret even going to their website!
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 21/01/2024

  Hi ***, 
  
  Thank you for following up. I understand you wish to resolve the unknown charges on your card as you did not sign up for Shopify. In order to resolve this, I have provided details of the following information we require to assist you in our email ticket: 21159525.
  
  Due to the public nature of the BBB, I am unable to discuss account specific details here and for that reason have emailed you directly to the email address you have provided. Continuing our conversation by email will be the quickest way to resolve your query.
  
  Kind regards,
  **** | Support Lead

  Customer Answer

  Date: 22/01/2024

   
  Complaint: 21159525
  

  The attached page from Shopify does not have any avenue to cancel any charges on this page or any of their pages.  When I complained to Shopify, I did NOT get any response!  See below:
  I am rejecting this response because their company is only out to scam people and take money w/o anyone's permission!
  Sincerely,
  
  *******************

  

  Business Response

  Date: 22/01/2024

  Hi ***, 
  
  Thank you for following up, however, I am unable to see the attachment in your last message through the BBB portal. 
  
  I recognise you would like further help with the charges received on your end, I would also like to further assist you with this to come to a resolution. I have followed up by email as previously mentioned which is the correct avenue to handle any charges. 
  
  It is a requirement that we receive the payment method information from the charge(s) in question so we can remove this from our system. As the BBB is public, for security purposes please respond to the email so we can continue to handle this sensitive information in private. 
  
  
  Kind regards,
  **** | Support Lead

  Customer Answer

  Date: 23/01/2024

   
  Complaint: 21159525
  
  I am rejecting this response because:  They are attempting to bill me for an action of having a selling port that I had cancelled last month!  I will not pay for services that were not rendered!
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 23/01/2024

  Hi ***, 
  
  I recognise you would no longer like to receive these charges going forward, however, I can only assist if the details communicated in our email ticket 45026722 are provided to look into this on your behalf. I understand your hesitation to engage with us due to these unknown charges, but I can assure you that we wish to resolve your query for you to avoid this happening in the future.
  
  In order to resolve any associated charges, we will need to receive further information regarding the payment methods involved. Due to the public nature of the BBB, it would be best to discuss this information in private for security purposes respectfully. If you would like to proceed, please continue to communicate to us privately so we can handle this with care. 
  
  Kind regards,
  **** | Shopify, Support Lead

  Customer Answer

  Date: 24/01/2024

   
  Complaint: 21159525
  
  I am rejecting this response because:  I asked that my store be closed shortly after opening because Shopify's instructions were not clearly stated nor did I receive any assistance.  I asked twice, once in November, 2023 and again in December, 2023 and I believe after being billed on my account on September 29, 2023 for $1.00.  Their instructions do NOT WORK as stated in their instructions but a CSR said that my account was closed in November, 2023.  However, Shopify kept on billing me $1.00 for November, 30, 2023 and December 30, 2023 for additional $1.00 withdrawals from my checking account.  (probably so that they could say that I had an account with ******************** - which was not my intention!).  Shopify is an "out and out" SCAM in the manner in which they continue to fraud people and take money w/o giving any service!  All they do is direct a "Shop Owner" to Settings > Markets, in "your Shopify admin.  Then, #2 Click Manage next to the market you want to remove (doesn't work) from the More actions list. (couldn't find that either).  and #3 Click Remove market from the More Actions list.  and finally #4 Confirm by clicking Remove.  None of those instructions worked nor were those instructions Shopify said were present but were not.  Like I said before, "Shopify is a BIG SCAM" that fleeces people from their hard-earned money in their bank accounts!
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 25/01/2024

  Hi ***, 
  
  Thank you for providing me with these additional details. As you wish for the account to be closed, and were under the impression it was, I have closed the account on your behalf. You will no longer have to worry about the account or further charges going forward. 
  
  You mentioned that you spoke with our support team in November and December, are you able to provide a ticket number for these interactions? You can find them by searching your email inbox, as all interactions are logged and will receive an additional copy of the interaction by email. I was not able to locate this interaction on our end, however, once this is provided I can review the quality of support further. We always want to make sure that merchants are receiving proper support, and with the details you have provided so far, it sounds like you did not receive this. I would be happy to review this further and provide coaching to those involved where appropriate. 
  
  If there are any further details you wish to provide, you can do so in the current open email ticket: 45026722.
  
  
  Kind regards,
  **** | Shopify, Support Lead

  Customer Answer

  Date: 26/01/2024

   
  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:17/01/2024

  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.

  Shopify is sending me unsolicited mailers despite my being on the do not mail list and also despite me not having any relationship with them. They are not forthcoming about how to stop such mailers. I need them to remove all of my personal information (name and address) from their systems.

  

  Business Response

  Date: 18/01/2024

  Dear *****,

  My name is ********, I am Shopify Support Lead with Shopify and I am happy to assist you.
  
  I am here to provide you with assistance regarding your concern. To ensure your safety and privacy, I will be contacting you through the email address provided in your complaint. Please keep an eye on your email inbox so that we can continue our discussion in more detail.
  
  Thank you for your understanding.
  
  Kind regards,
  ******** | Shopify Support Lead |
  

  
  

• Initial Complaint

  Date:16/01/2024

  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.

  On 5 Jun 2023 I was charged $ ****** (Bill # *********) for a yearly subscription of an Ecommerce with Shopify. However, on 27 October 2023 I have decided to close my account with ********************. The website was offline immediately after cancelation. I expected receiving a partial refund for the remaining months, the months I did not the use the platform. However, in 8 January **** I realized they had not sent the refund yet. I contacted Shopify **************** to understand what was going on. I spoke with ************ (Ticket #********). He informed that he would have to contact his ****************** and get back to me. On Jan 11th, ************ sent the following reply: "I have spoken with the Billing team who have taken a look into this for you. On cancelled shops credits are automatically deleted after 60 days of the shop's cancellation date. This is something you would have been notified within the Admin when cancelling that any credits will be forfeit upon cancellation."I was puzzled. I never heard about "shops credits" and I was not informed about 60 days expiration. I have plenty of emails coming from their ****************** . There is nothing suggesting a "credit" and specially a credit with an expiration date. Therefore, I replied to ************ asking to please escalate the issue because I was not aware of their "sort of strange" refund process. Before, I have received other refunds from them related to other payments. I do not quite understand why this specific refund was not following a normal fashion. On January 15th I received a reply from their Support Advisor ****** informing that he discovered that "Upon reviewing the plan associated with your account, it indicates that requests need to be reviewed by the billing team within 30 days of the bill being issued."How could I request a review of a bill which I did not receive? I would like a clarification and I would like to receive the partial refund I am ***********.

  

  Business Response

  Date: 18/01/2024

  Hello *****, 
  
  Thank you for taking the time to let us know about the issue you've been experiencing. It was very helpful that you provided the ticket numbers where you interacted with our support team. 
  
  I've been able to review those tickets and now understand what took place and will summarise below. 
  
  * **** provided you with incorrect information when he advised the following: "I can see a credit was allocated to the store at the time, But it looks like that credit has expired so I will need more context on that one". He had inadvertently looked at information from 2022. No credits were created when you closed your store and there were none forfeited.  
  * In regards to ******** email I'd like to clarify what he meant. We consider merchants who are signing up for long term plans to be making a commitment to Shopify. This gets you a discount on your plan and also allows you to take advantage of our annual plan promotions. In the first 30 days we allow refunds and plan changes as goodwill gestures for those who happen to change their mind - a sort of cooling off period. However, after the first 30 days we consider it well into the start of an annual billing cycle. When you enter into a long term subscription with Shopify, you are committing to being in that plan for the time period. You're invoice for the annual plan was paid for in June and you canceled your store in October. This is way outside the 30 days and you are no longer eligible for a refund. 
  
  Hopefully the above has cleared up any confusion regarding your interactions with Support and why a refund was not provided. 
  
  Kindest Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:16/01/2024

  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 signed up for a Shopify site and they closed it, even though I didn't do anything wrong.I asked Shopify several times torefund my customer for their orders, but they never did, and this is damaging my company's name. I only want my customer to get their money back and receive confirmation from Shopify that they have been refunded.Ticket number : ********. and ********.

  

  Business Response

  Date: 18/01/2024

  Hello *****, 
  
  
  Thank you for taking the time to advise us of the situation you are having with your store. Thank you also for providing the ticket numbers of the interactions you've had with our Support. 
  This has allowed me to review everything and determine what has occurred. Please find below my summary. 
  
  * Our Merchant Trust team reached out to you on December 28th advising your store was in breach of Shopify's Acceptable Use Policy and as such we are no longer able to host your store on the Shopify platform and your account has been closed.
  * This disables any attempts to refund your customer. Please consider advising your customer to contact their bank. 
  * Your payout has been held for 120 days for any such eventuality that would result in Shopify needing to refund the customer. 
  * If this does not eventuate the money should be paid to the bank account we have on file. 
  
  
  I hope the above clarifies the situation for you and you have a better understanding of the refund and payout. 
  
  
  Kind Regards
  
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 19/01/2024

   
  Complaint: 21152111
  
  I am rejecting this response because:

  My customer has nothing to do with ********************. i contacted Shopify and they advised me they would refunding my customer , only to turn and say they would be refunding my customer giving conflicting information. 

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

  

  Business Response

  Date: 21/01/2024

  Hello *****, 
  
  
  As per my previous email, due to you breaching our Acceptable Use Policy your account has been closed and all money paid has been frozen. Your customer will need to contact their bank to request their refund and it will be paid.
  
  
  Kind Regards,
  
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:15/01/2024

  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 canceled my account with ******************** last June and they continue to charge me monthly fees to my bank account.

  

  Business Response

  Date: 17/01/2024

  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 the billing of a store you had in Shopify. 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: 44992141
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

  Customer Answer

  Date: 23/01/2024

   
  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.
  There is no response or no proper settlement. This was a scam to withdraw money from my bank account. 
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 24/01/2024

   
  Complaint: 21147792
  
  I am rejecting this response because:

  There is no response or no proper settlement. This was a scam to withdraw money from my bank account. 
  Sincerely,
  
  ***********************

   

  

  Business Response

  Date: 24/01/2024

  Hello ***********************,
  
  **** here, the Operations Lead that is in charge of your request.
  
  After you submitted your ******************** complaint, I personally emailed you on January 17th, asking for additional information regarding the store you mentioned you had cancelled in Shopify. We received your response to that email, today January 24th, but no information was provided to be able to locate your store.
  
  I have emailed you again in that same ticket, informing next steps and the importance to be able to locate your store, so I can take a look at the charges you mention and help you with the request.
  
  Best,
  
  **** | Shopify Operations Lead