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:03/01/2024

  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.

  In September 2023, My fiance and I accepted a free trial offer from Shopify that was supposed to be free for 30 days or unless canceled. One of the first things the free trial asked for was a credit card, and I trusted them enough to give it to them since I could cancel before being charged. They also asked for a name for my store, and I used "Toylist". I never fully registered with Shopify because of a family death, so I tried to cancel, BUT that was nearly impossible because Shopify had NO WAY to contact them unless you opened a shop. Since I had decided not to do business with them, I also did not intend to open a store to speak to them, so NO STORE WAS EVER OPENED. Finally, I got ahold of them through their chat that was open in case you were having a hard time paying THEM. I explained the situation. They apologized and said I didn't owe them anything and they would not bill me. I was smart enough to take screenshots which you can see yourself. However, Shopify has continuously tried to bill my card multiple times per week until I finally contacted Dasher Direct, (the debit card issuer.) They told me that they could not stop payment because Shopify was billing my card as a merchant. I got into a very heated argument with ****** Direct because they were allowing these crooks at Shopify to steal my money. I was a DoorDash driver, but they ONLY pay thru Dasher Direct, so when the argument got hot, Dasher Direct cut me off, which also meant that DoorDash deactivated me (fired me) because there was no other way to pay me. Shopify is responsible for all of that! The amount I listed below as "paid to the business" includes what they took from my account plus my expected wages at DoorDash for October-December at $15.84 per hour, the national DoorDash hourly pay because they need to reimburse that back to me at $2,534.40 for each of 3 months. This is now December 26th and they are STILL trying to bill my card multiple times a week.

  

  Business Response

  Date: 10/01/2024

  Hi *******,

  
  My name is ******, an Operations Lead at Shopify. 

  
  I understand that you encountered issues with your store during the trial period, and had complications when trying to contact Shopify Support. If you can provide me with the support ticket numbers associated with your support interactions, I can look into this further and ensure that your feedback is acknowledged. Please note that our support team is available 24/7 at our Shopify *********** (***************************************). 

  
  I will also clarify that Shopify does not offer a free 30 day trial. We offer a free 3 day trial. Once the 3 day trial has passed, users are prompted to select a paid plan to continue their store. One option is our monthly subscription that offers $1.00/month for 3 months. When setting up a store, users are also prompted to read, agree, and accept the Shopify Terms of Service (**********************************************). These terms outline your responsibility to pay invoices when due. 

  
  As you mentioned, the Better Business Bureau is a public forum, which prevents us from being able to fully authenticate account owners and share many account-specific details. This is a provision that protects the privacy and account security of all Shopify users. 

  
  It is also important to recognize that Shopify is not responsible for your working relationship with financial institutions that are third party to us. As both of the stores you opened on September 19th, 2023 are no longer operational, you will not receive any invoices pertaining to these stores. 

  
  Please let me know if you have any questions.
  ******
  Shopify
  

  
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21056248
  
  I am rejecting this response because: You are asking for a number that was never given to me. If you were to take the time to see the attachments that have been sent to you then you will see that there is no number given to me at any time. You will also note that your customer service did say to me: "You do not owe us anything and we will not charge you anything." You may also note that I did not have a problem with setting up my store. I never opened a store. In fact, you cannot provide any proof whatsoever that any account was ever set up in my name because I never set it up, and the mere fact that I can PROVE that you have taken money from me MULTIPLE times as well as you have been trying to bill me every day for months and then it went to every other day, but regardless of this, I do not and have not EVER owed you a single dime, and I can PROVE that you own negligence lead to the demise of my employment. You WILL pay me what you owe me! If this requires a lawyer, then so be it. I have been in contact with a lawyer from **************** who has taken you to court before in a similar case, and he beat you then with much less evidence than I have now. I have provided you with far more evidence than what is needed for you to understand that you are most definitely at fault and you most definitely owe me money that I WILL COLLECT, here or through the court system because Canada is going to give us permission to go after you there too, if necessary. You are a *****!! I released you from any and all fault for speaking about my case, but you have decided for yourselves that you can't speak about it because you're as guilty as guilty can be and I caught you red handed. I'm not going to leave this case alone until you have compensated me for the losses that you PERSONALLY caused in my life and since you did this to me in the US, hiding in Canada isn't going to save your scamming butts this time. I tried to do this quietly and discreetly, but if you want me to make a spectacle of your company all over the world then that is truly your decision to make, no matter how ignorant you would be for making it. I don't need this number that you ask for, which of course, you never gave me to begin with because I have the actual screen shots of the conversation, at any fool can easily see. What? I guess you think that a jury is going to look at this and find you not guilty? Lol! They are not that stupid. They can see a scam even it's presented to them. AND for the record, 3 day free trial or 30 day free trial, it makes no difference because I NEVER finished registering for it AND I cancelled it, AND I have the photos of your CSM actually and physically telling me that I don't owe you anything, yet, I can prove how many times you billed me after that conversation. I can also prove that you offered a free trial, but made it impossible to contact you without opening a store. I didn't want a store. I didn't finish registering because I Don't want your services and I made that thoroughly clear. Make no mistake, I will go as far as this train is able to roll! You don't just rip me off and and then act like you're innocent and don't owe me anything. Are you psychotic? Why in the world would you think I'm willing to waste my time and my money to come do this unless I already know I've got you? You're most definitely underestimating my intelligence. This WILL BE my VERY last attempt to settle this issue discreetly. Next time you write ME back with some BS like you just sent, prepare yourselves for litigation. This is for you, not me. I already know that you're going to lose, and the faster you figure that out, the better off your company is going to be. Don't s**** around and get yourself fired for trying to fight a losing battle and making your company look completely ridiculous at the same time because your box is not going to be a bit happy with you for letting all this out into the media when it could have been fixed so much more easily. Your legal team doesn't scare me because you can't get out of this one. It's CLEAR evidence that everything that I have said is 100% factual. So when I get done with this, I'm going to try contacting as many people that filed any sort of complaint against you that I can, and after I do that, I'm going to see how many I can find to begin a class action lawsuit. I guess you people think that I'm stupid because I'm from *************, buy trust me when I say that insulting me and my intelligence is about to blow up in your faces. Please, tell me what part of all of this that you do not think you are responsible for, and I will GUARANTEE that I can provide evidence that says that you are. You were still trying to charge me as soon as a few days ago. My conversation with your CSM was in October, so you tell me, WHY have you been trying to steal my money ever since October when it's EXTREMELY obvious that you did not have permission to do so. I did not open a store with Shopify AT ALL, and you CANNOT provide evidence that disputes this because I never completed the registration. What is my name, my address, my phone number? What did I sell in this store that you claim that I had trouble opening? Having trouble and deciding not to do it are 2 different things. I simply decided against it because I read the HORRIBLE reviews of your company all over the Internet. You people are rich, so can't you use some of that money to provide a service that isn't a scam, instead of trying to rob poor people? They should kick your butts completely out of the U.S because you don't think our laws apply to you. Why do you make it so difficult to contact you or to cancel a trial? Do you think that complies with fair business ethics? Next stop: FTC complaint and contacting our own Attorney General, who already has a multitude of complaints regarding these same types of issues. The difference is that I'm willing to take this all the way to the very end because you did me wrong, you messed up my life, and you're so **** vain that you don't even apologize for your crooked business or stealing my money after telling me that I don't owe you anything, and you have the audacity to write my back at the BBB and not even make an offer to do the right thing and fix what you messed up. That's all anybody on a jury or a singular judge would need to know that you're company is nothing but con artist TRASH! Watch what you say to me next because it's probably about to cost your company more than they are going to be willing to lose, and it's all because you chose to say something else ignorant to me. I want my money! Do you understand that? I WILL get my money! Do you understand that? Nothing you do or say is going to prevent that. I will get it either way. It's your choice to decide whether it's discreetly or VERY publicly. Thank you.

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

  

  Business Response

  Date: 12/01/2024

  Hello,
  

  The Support Ticket Numbers I referenced are emailed to merchants after their live interaction, which provides a transcript of the conversation. The Ticket Number for your last Live Support interaction is 41923973.

  It is important to highlight that Shopify is not able to invoice a merchant unless they agree to our Terms of Service and enter in their billing information. Please refer to Section 1.5 of our Terms of Service: Payment of Fees and Taxes (*****************************************************************************), which all Shopify users must agree to when opening a store and entering in their billing details. Shopify does not open stores or enter billing details on anyones behalf. It is your responsibility to manage the accounts that you create, and the invoices that those accounts generate. 
  

  As per your screenshot, when our Support Advisor provided you with information pertaining to your closed store, that was true for the store that you were discussing. In that interaction, you only discussed one of the two stores opened on September 19th, 2023. As both of the stores opened on September 19th, 2023 are no longer operational, we can confirm you will not receive any invoices pertaining to these stores. 
  

  ******
  Shopify
  

  
  

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21056248
  
  I am rejecting this response because:

  Hello, First let me say this and get it out of the way: "Whoever you are, you are the biggest liar that I have ever spoken with! I am sick of dealing with you already! So, you want the Better Business Bureau to believe that I opened TWO STORES with you? You're a **** liar, and you're definitely NOT a** very good legal rep because NOW you have gone and told a HUGE lie that NOBODY is stupid enough to believe!! I didn't even open the first store you liar! I didn't even finish setting up the registration!! How many companies have you ever dealt with that will charge you for something that you haven't even completed? What you caused me to lose EVERYTHING over was because you absolutely REFUSED to stop billing me even AFTER you promised to stop billing me. I would like for you to explain to both the BBB and myself, how EXACTLY can we do online and see those 2 fictional stores that you fabricated about me opening because you are a LIAR, and a bunch of CROOKS. You've gotten your hand caught in the cookie jar and they only way you can try to get out of it is by blaming the victim, ME! I've tried to be both kind and fair with you, but you have again REFUSED to return the good gesture, and you're wasting everyone's time here. Bottom lines: I NEVER opened 1 store with you, so I **** sure didn't open two, and I'm shocked to see that you are stupid enough to post lies on here that you know I have evidence to prove wrong! Also, as you can see, your customer service person SAID that they were going to email me the information after our chat, but they never sent it, which again I can prove! You do not have a registration with my personal information on it because I NEVER gave it to you because I decided that I didn't want to open a store at that point in time. - Your company deliberately entices people to try your "free trial", with full knowledge that nobody can contact you to cancel it, UNLESS they want to open a store first, and guess what? I didn't want to open a store in order to speak to you or for any other reason, so I didn't open the FIRST store, so there **** sure was never a SECOND store unless you bunch of crooks are sitting there creating false accounts. In fact, Im sure that your "store" registration requires things such as: Name, Address, Phone number, date of birth, and social security number. Would you please be so kind as to tell the Better Business Bureau how much of that information that you currently have in your possession about me? Do you know ANY of it? SURELY it would be REQUIRED to open a store, right? And, we are all quite certain that I DEFINITELY wouldn't be able to open a SECOND store before I even got the first one registered and before I gave you my personal information. In fact, I'm pretty sure that the ONLY way that you even know my name is because it's the name that was on the card that you have been robbing ever since October, and because I finally got tired of your BS and came here for my FIRST Stop! You are a liar and your company is a huge, rich, scam artist. I have enough of my own evidence to PROVE beyond ANY DOUBT WHATSOEVER that what you have said to the BBB is a pure fabrication, and I'm also sure that the *** and the Attorney General will be able to see right through your BS, especially since your company has THOUSANDS of other victims that are more than willing to testify and share their own experiences. Could you also please give us a name for you or your employer number so that my lawyer will know who to go after? Apparently you would rather do this through litigation, then so be it! I probably should have done that from the start, but I'm a fairly civil person who is stupid enough to believe in humanity because I believe that most people who do something wrong to you do so without realizing that they have done you wrong, and USUALLY, when you bring it to the attention of an HONEST person or company, they do whatever it takes to right their wrongs, but not Shopify! You know why I never finished setting up an account? Because, why would I trust you to give you access to all of my information when you HIDE like the COWARDS that you are, and so that the people that you did wrong will have no way to grieve. I could see that from 5 minutes into it, and I said to myself, "There's no way in H*** that I'm giving these people my info." But, y'all took it anyway, didn't you? Even AFTER CLEARLY stating to me, "You don't owe Shopify ANYTHING and we won't bill you ANYTHING, you kept on and on, taking my money and causing me to get insufficient funds every day and then every other day since September, and going ALL THOSE MONTHS just like that until I finally contacted the Better Business Bureau. You could have gone about this a much better way that would be much less damaging to your company than the route you have chosen to take, but so be it. If you want your dirty laundry aired out all over the world, then your wish shall be granted. Understand this!!: This is the VERY last time I'm going over this with you. Either write me back and explain to me how you intend to pay back what you took from my life, or the next time I receive a bunch of lies back from you, God as my witness you better strap yourself down and get ready to receive what you've been asking for. Your not above the laws of the *** just because you're in Canada. You stole my **** money and my livelihood right here in **********. Nobody cares what your policy says. PLEASE provide me with any proof that you have that I have agreed to your policy. You can't because I didn't. Furthermore, your policies are only for your customers that opened stores with you, and I have NEVER been either. Next time we speak, I would make sure you have something more intelligent to say to me, and my very best advice that I can possibly give to you is that you better do what's right and you better offer to fix EVERYTHING that you destroyed in my life. Now, I'm tired of fooling with you. I PROMISE on my children that I WILL NOT let you get by with doing this to me. I know you have enough money that you can kick back and ****** when it comes to situations like this, but don't be completely stupid when the person you're competing with has 4 aces already in his hand. I've already shown you that I have a much better hand, but for some reason you're foolish enough to think that this will be over after this, but please Believe me: This is just the very beginning! I'm going to put ALL of this all over the Internet, INCLUDING all of your lies that the Attorney General is going to tear apart and hurt your company REALLY badly with them. Stop lying, stop hiding, stop trying to run scams on ******* and others too. You're rich! Can you not make money honestly now that you have MILLIONS to do it with? Why are you still trying to rob poor people that live from one paycheck to the next? I want Justice and I'm telling you straight, I'm going to get it one way or the other, even if we have to go with a class action suit that I will only get $2 out of cuz you'll still be losing a h*** of a lot more than what you should have fixed this for. 

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

• Initial Complaint

  Date:03/01/2024

  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.

  I placed an order with one of Shopify venders ( night buddies) I never received my order and they will nor refund me the full amount. I am a senior citizen and I was taken advantage of. You represent a company that has no morals or standards. You represent a thief

  

  Business Response

  Date: 04/01/2024

  Hi ****,

  My nme is ******, I'm a Support Lead here with Shopify. I regret to hear of the troubles with your order. 
  
  For context, Shopify doesnt own or run the stores on the platform. Each shop is run by its respective owner and we have strict privacy rules to protect everyones information; that includes both the Merchant Account owners and their customers. We can only discuss store details with staff of that store, and we only do that through verified support channels to ensure we dont disclose any personal information to unauthorized parties. What that means specifically in your case is that we cant look into your order information or comment on what may be happening behind the scenes, or discuss why or why not they havent refunded you.
  
  Having said that, that doesnt mean youre without any way to reclaim your funds. If you've already tried to contact the store directly and it's been at least 30 days with no response or resolution, then you can use the Report an issue with an order form (*****************************************************************************************************) . You can also reach out to your card issuing bank or payment method provider, let them know what happened, and ask for their assistance. They will have a process in place to help you with this.
  
  I hope this helps, ****!
  
  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:02/01/2024

  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 placed an order for a CatGenie litter box on CatGenie's website in early October. Their checkout process is facilitated through a 3rd party, Shop Pay (owned by Shopify). During checkout, I entered my credit card information and selected an option to pay in monthly installments through Affirm. I was told my Affirm "loan" was approved, and the checkout was completed. I even set up automatic payments, to ensure they were made on time, and received an email confirming this. I later received the item I ordered, installed it, and used it for about a month. My first payment was due on November 6th, but the transaction failed. My bank ************* said that the charge was declined because Affirm is on their list of disreputable vendors, and they will not process any transactions with them. I then contacted Affirm to have the loan canceled so that I could pay CatGenie directly instead. They were unable to do this, and said that ******** would have to do it. ******** then told me the only option was to cancel the order, which required me to disassemble, deep clean, & return the item AND pay for the shipping cost, which took hours of my labor. I then placed a new order and paid them directly, again using Shop Pay's checkout platform. I now still owe $12 for shipping. I have tried 3 total credit cards to pay this off, each from different banks, but Shop Pay's system keeps falsely rejecting all cards I try to use. I've gone back and forth with their customer service, and they are unable to fix the technical issue that is preventing me from making payment. They keep trying to pass the buck to the other companies involved, but the issue is very clearly with their payment system, as I have used the same card on their platform before without issue. They provided a list of criteria that the cards have to meet, and each of the cards I've tried meets that criteria. They are refusing to offer me a method to pay this balance, and are instead falsely reporting the loan as delinquent.

  

  Business Response

  Date: 08/01/2024

  Hi, ********.
  
  This is ****** and I am a Support Lead here at Shopify. I can see you have experienced a great deal of frustration with an order placed using Shop Pay Installments (via Affirm), which has been complicated by the return/refund policies of the store you ordered from.
  
  First thing to note is that since the BBB is a public-facing forum, we wont be able to share any information about the store you ordered from. We have an obligation to protect merchants and consumers personal information. However, I can assist with general information to clarify Shopifys role in this type of dispute.
  
  (On the topic of personal information, I have reviewed the information in the images you uploaded. I recommend removing those images to protect your privacy of information. If youre not able to redact those images yourself, you should contact BBB support to see if they can assist you with this.)
  
  To clarify, Shop Pay is an accelerated checkout option, designed to make shopping faster and easier for customers. It saves buyers time by transmitting information about your chosen payment method to facilitate faster checkout, but the actual payment processing is handled by your card provider and the processor (such as Affirm for Shop Pay Installments).
  
  During a payment transaction, both your payment card provider and the processor exchange information and use various data to decide whether to approve or decline the transaction. Either the card issuer or processor can choose to opt out of any transaction at this point, and Shop Pay isnt part of that decision.
  
  From what youve indicated here, it looks like your primary card provider has decided they will not approve transactions with Affirm, which explains the initial decline.
  For the later attempts, the images you uploaded show a fairly generic not allowed message, and our support staff wouldnt be able to interpret that; they can report what error message is sent back, but only the payment processor would have insight into exactly what it means in any particular case. Historically, processors will not share this information, as the criteria used to determine what transactions they decline are intended to mitigate their risk and protect consumers from fraud.
  In essence, what youre describing is not a technical error with Shop Pay that our support can troubleshoot for you, but something that needs to be resolved between you, the store, and Affirm. Only the store can cancel the amount owed under the Shop Pay Installments agreement made during the initial purchase, and only Affirm can say exactly why theyre declining your other payment methods.
  
  I recognize that isnt the resolution you were hoping for when you contacted the BBB, but I can offer a suggested workaround you can propose to the store you ordered from.
  
  Your images and complaint indicate:
  * Youve been able to successfully pay for other purchases using Shopify, on this store and others.
  * It is only the order placed using Shop Pay Installments that has been consistently declined. Transactions not involving installments have not been a problem.
  * The remaining balance to be paid is $12, which was not refunded by the store when you returned this order, and needs to be cleared.
  
  If all of that is correct, I would recommend contacting the store again and asking again for them to cancel the remaining amount with Affirm.
  You can suggest that once they have done that, they either waive the remaining amount in the interest of customer relations OR send you a separate invoice for the shipping owed that you can pay directly.
  
  Creating and sending a custom invoice is included in all Shopify plans. If the merchant you ordered from is using Shopify, there are instructions for how-to linked below:
  ******************************************************************
  
  If you have any further questions on this, feel free to respond.
  
  Best,
  ************** | Support Lead
  
  

• Initial Complaint

  Date:02/01/2024

  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.

  Summary of the Incident:I was misled into purchasing from a counterfeit store posing as "Vanquish Fitness" on the Shop app, spending approximately $100 via a **** Prepaid card. This store was later discovered to be fraudulent, replicating the legitimate Vanquish Fitness website with false contact information.Key Points of Concern:(1) Shop's Complicity in Facilitating Fraud: The Shop app not only hosted a fraudulent store with the same name as the established brand "Vanquish Fitness," but alarmingly, it also promoted this counterfeit store over the authentic one in search results. This action directly contributed to the deception and my subsequent financial loss.(2) Inadequate Response from Shop: Despite detailed communications to Shop about the fraudulent activity, their response has been slow, unhelpful, and dismissive of the details of my complaint. The fraudulent store remains active on their platform a month after my report, indicating a severe lapse in oversight and customer ************** Refusal to Provide Refund: Shop's failure to offer a refund or Shop credit in light of clear evidence of fraud is unacceptable and disregards their responsibility to protect consumers on their platform.Legal Grounds for Complaint:Under US consumer protection laws, online platforms have a duty to ensure the authenticity of the vendors they host and promote. Shop's actions in prominently displaying a fraudulent store under a well-known brand's name, and failing to rectify the situation upon notification, represent a neglect of this duty. This negligence has directly resulted in consumer deception and financial loss.Actions Taken:(1) Reported the issue to the gift card issuer.(2) Multiple attempts to resolve this with Shop, met with inadequate and delayed responses.(3) Filing this complaint with BBB, IC3, and CFPB to seek an appropriate resolution.I request a full refund of my purchase to my **** Prepaid card or equivalent credit from Shop.

  

  Business Response

  Date: 02/01/2024

  Hello *********** 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear of your issue with a store on our platform. 
  Shopify is an ecommerce platform that allows merchants to build a store on that platform. We have in depth screening and security measures to ensure that stores comply with necessary standards. If a Merchant is found to be acting outside of our Acceptable Use Policy they are removed from the platform. 
  

  I see that you have an open ticket with our Support Specialists and this is the best place to get any further information. You can also contact your card issuer to start chargeback proceedings to hopefully get your funds returned. If you have any further queries you can reply directly to ticket number 44561239.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21053304
  
  I am rejecting this response because:
  

  Dear *****,

  Thank you for your response and for taking the time to address my concerns. I appreciate your role as a Support Lead at Shopify and your acknowledgment of the issue I faced with a store on your platform.

  The heart of my issues lies in the fact that the Shop app not only displayed a fictitious store but also prioritized it over the legitimate "Vanquish Fitness" store that I intended to shop from. This misrepresentation led to my financial loss and undermines the trust that users place in Shopify's ability to present reliable and authentic merchant options.

  While I appreciate the suggestion to contact my card issuer for chargeback proceedings, I must reiterate that I have already contacted the gift card holder support in an effort to resolve this matter. However, as this situation arose due to the actions (or inactions) of the Shopify platform, I believe it is incumbent upon Shopify to take a more proactive role in facilitating a resolution.

  I urge Shopify to:
  (1) Acknowledge the Platform's Role: Recognize the major part that Shopify, through the Shop app, played in this situation by advertising a fraudulent store, which led to my being scammed.
  (2) Provide Direct Assistance: Rather than deferring the responsibility to my card issuer, I request Shopify to assist directly in the process of obtaining a refund.

  I have made numerous attempts to resolve this issue through various channels, including community forums, to no avail. As a consumer, I seek not only a resolution to my current predicament but also assurance that Shopify values its users' trust and safety.

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

  

  Business Response

  Date: 11/01/2024

  Hello *****, 
  

  ***** here again from Shopify. Thank you for your reply. 
  

  Shopify is here to provide an easy to use secure platform for entrepreneurs to begin their journey to success. With this success, there are always others who will seek opportunities to gain, at the expense of others. We have dedicated teams to combat this and make sure that Shopify is a safe and secure platform for everyone to shop without worry. In saying that there are always others who again actively search for opportunities to deceive. Who submit false information and while information is being confirmed may have an opportunity to defraud someone. 
  

  Shopify does not have any insight or control of payments made to a store. That is a secure transaction between the customers bank and our banking partners. If you feel that a store may have sold something fraudulently you have the option to start chargeback proceedings to get that payment returned. Shopify again, does not have any access or insight into the chargeback process. Shopify does not have the option to refund any payments made directly to a store. We value all our users' experience and urge anyone to report a store they feel may be acting fraudulently. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:02/01/2024

  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.

  Everytime I shop with any merchant that uses Shop Pay, automatically a box with a code pops up and sends me a code via email and text. I don't recall signing up for this service ever, as I always use Paypay or a credit card for payments. If I ever did, I have requested and submitted an unsubscribe/ delete my account/ delete my information more times than I can count on my hands. But every time I shop online, I still continue to get these auto texts and emails sent to me. What do I need to do to have my information 100% removed from your database? Your websites links to do so clearly do not work and I am beyond ****** that I can't shop anywhere without your app sending me basically spam codes. I want my information removed from your database and these emails and texts/ codes to stop being sent.

  

  Business Response

  Date: 02/01/2024

  Hello Savannah, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear of your difficulties in using the Shop App. 
  

  I had a quick look and it seems that our Support Advisor *** has given you all the steps needed to remove your data from the Shop Application in Ticket # ********. Please follow these steps and allow a couple of days for processing. If you find you are still receiving codes please reply to the ticket directly and we will work to get your issue resolved. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21052837
  
  I am rejecting this response because:

  I'm not incompetent. I've done your steps multiple times. If that had worked, I would not have filed a dispute with BBB. So let me be more clear on my request. Remove my email address and phone number completely from your app. ****************** and ************. If every time I shop with someone and auto get an email and text from SHOP, that is not resolving my issue. Does this make sense? Your auto emails and texts are annoying. I never signed up for them. I've done the steps and still get them. 

  
  Sincerely,
  
  Savannah Golden

  

  Business Response

  Date: 05/01/2024

  Hello Savannah, 
  

  ***** here again from Shopify. I can understand that it can be frustrating to fill out another form to request the deletion of your details and we do this so that your data is secure and is only dealt with by our specific team. 
  

  I have gone ahead and sent them your request directly and they have advised that your account has now been deleted. You will not be receiving any more texts or emails. It can take a little time for the deletion to fully complete in case you see anything in the next few hours. 
  

  I hope this is satisfactory. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:01/01/2024

  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.

  Dear Shopify Support Team,I am writing to express my dissatisfaction and concern regarding the recent decision to freeze 15% of our generated revenues to handle chargebacks. We have observed that a significant portion of these chargebacks are related to fraudulent activities, rather than legitimate disputes.Our company prides itself on maintaining a robust customer service team that diligently addresses any concerns or issues promptly. Additionally, our order fulfillment process ensures that products are shipped within 2 to 3 days of purchase. Furthermore, we have implemented comprehensive email sequences to keep our customers informed about the shipping progress of their packages.Given these efforts, it is disheartening to see a substantial percentage of our revenue withheld without a fair evaluation of our low chargeback rates and the measures we've taken to mitigate such issues.We kindly request a review of our account and urge ******************** to consider releasing the frozen funds, as they have been unjustly withheld, impacting our business operations.We appreciate your prompt attention to this matter and look forward to a swift resolution.Sincerely,*************************** *************************

  

  Business Response

  Date: 02/01/2024

  Hello ***************************,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be happy to help you out with your inquiry.
  
  When it comes to reserves, generally they are placed due to increased business risk related to chargebacks, or in some cases your business model, such as dropshipping businesses or live service businesses. In addition, reserves are handled by our Merchant Trust team, who would likely have sent you an email explaining the reason for the reserve, as well as the end date. I'll be happy to look more closely into your specific store, but I just want to set expectations that if the Merchant Trust team has placed a reserve on your account, it is unlikely that the reserve will be removed before the indicated end date.
  
  Due to the public nature of the BBB, we are unable to discuss sensitive account details here. With that in mind, I have created a ticket (# ********) and sent you an email asking for further account specific information, so that we can speak directly about the account. I look forward to your reply on that ticket, so that we can explore if any next steps can be taken in relation to the reserves.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:31/12/2023

  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 used to have a monthly basic shopify plan. I changed to annual plan in the past and when I tried to switch back to monthly they made it hard for me. Now they froze my account with all data and pictures etc. because of some problem with the theme I was using. Meanwhile I paid for a full years worth of subscription and only got part of a years worth, as my website was terminated. I am requesting a refund for the amount corresponding to how much of the year was knocked out of my use.

  

  Business Response

  Date: 05/01/2024

  Hello *******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your billing refund. Due to the public nature of the *** and to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  *****

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: 21077998
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 10/01/2024

  Hello *******, 
  
  I have completed my investigation into your billing refund and have sent you an email with my findings via ticket number 44733749. If you have questions or need additional assistance, please respond to that ticket and I will be happy to help you. 
  
  *****

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: 21077998
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:31/12/2023

  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 signed up for a 3 month trial with this company, but never used it. I attempted to cancel, but was ignored. Now they are trying to charge my bank $39 every single day. The bank blocks all of their attempts, because they are clearly fraudulent. They ignore all emails and give you no way to cancel. This is fraud and harassment.

  

  Business Response

  Date: 03/01/2024

  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 some charges on your store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 44684653
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21077980
  
  I am rejecting this response because:
  
  "****" did not respond to you. She simply said she isn't going to respond to this BBB complaint because "sensitive nature". 
  
  *************************

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21077980
  
  I am rejecting this response because:
  
  "****" did not respond to you. She simply said she isn't going to respond to this BBB complaint because "sensitive nature".
  
  Literally right after I replied to you, I received another notification from my bank that this scam company tried to charge my bank account yet again.
  

  
  

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

  

  Business Response

  Date: 04/01/2024

  Hello *******,
  
  **** here, its important to let you know that the reason we email you about this complaint is that billing is involved, and we need to authenticate and locate your store to help you with this matter, during authentication process, I have asked on the email I sent, some private information that will help to identify your store and move forward with the help you need. We are willing to help, and it was important to clarify the reason why we emailed you on ticket ******** about this complaint.
  
  This being clarified, let me know if you want to reply to the authentication questions here publicly or via the email I sent, which is very secure. I strongly recommend via email, as most probably I will need you to provide some information of your payment method.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 13/01/2024

   
  Complaint: 21077980
  
  I am rejecting this response because:

  All questions are to be asked here in this BBB letter, which is only seen by ** and the BBB. Also, you have continued trying to make withdrawals from my bank every other day since I first filed this. I have replied to each and every email telling you that I do not have an account with you and do not want one, and that I am going to taking all legal remedies provided for your literally dozens of attempts at taking money from my bank account. You are committing fraud, and you are going to pay for it. You have ignored every single email response telling you this. I have all of them, the dozens of emails telling me you tried to take money from a bank that you have not been given permission to take. 

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

  

  Business Response

  Date: 15/01/2024

  Hello *******,
  
  We understand how important this is for you, I have tried to locate the store you mentioned you opened in your original ******************** complaint but haven't been able to do so, as the information we have requested hasn't been provided via email or through this BBB. 
  
  I'm willing to take a look into this for you but will need the information requested previously: 
  
  - Shopify store URL (example.myshopify.com)
  - Email address linked to the store (if its different from the one you shared, please CC the other email address on this email thread and reply from there to authenticate yourself)
  - Any related support ticket numbers regarding this matter 
  
  Also, it's important to clarify that in the ticket I sent replying to your BBB on January 3, **** (ticket 44684653) the only reply we received from you was the following: 
  "Your communication is to be directed through the Better Business Bureau complaint that you have received."
  
  Based on your reply, we replied through BBB on January 4, ****. I wasn't able to locate any other support tickets using the email address you have provided here, which is: ****************  If you used a different email address to open the store and to contact support, please let us know, so we can locate them and continue supporting your request.
  
  Best,
  
  **** | Shopify Operations Lead
  

  Customer Answer

  Date: 23/01/2024

   
  Complaint: 21077980
  
  I am rejecting this response because:

  1. As of the time of writing, Shopify is STILL trying to charge my bank account $39 every single day, and is STILL being rejected by the bank as fraud every single day. I'm going to have to file a formal report with your attorney general concerning the literal dozens of instances of attempted fraud.

  2. "the store you mentioned you opened" - I did not open a store. I have been clear about this.

  3. "the information we have requested hasn't been provided" - You have not requested additional information until this reply. 

  The information that you have requested:

  - Shopify store URL: There isn't one. I have never opened a store with Shopify.

  - Email address linked to the store: Again, there is no store. But the email address that was used to check out shopify's system is ***************************.

  - Any related support ticket numbers: Again, there are no support tickets because you do not give any support ticket system to request cancelation of accounts. You do not allow cancelation within accounts, either.
  
  *************************

  

  Business Response

  Date: 24/01/2024

  Hello *******,
  
  **** here, I understand you want to stop the charges attempts, and Im definitely willing to look into it. Its important to clarify that in your original ******************** complaint that you submitted on January 2, ****, you mentioned you opened a store and that support attempts were made, specifically emails, thats the reason I have requested via email some information, which I sent on January 3rd, and you replied that same day that all communication should be through this platform. Your original/first message regarding your complaint was the following:
  
  I signed up for a 3 month trial with this company, but never used it. I attempted to cancel, but was ignored. Now they are trying to charge my bank $39 every single day. The bank blocks all of their attempts, because they are clearly fraudulent. They ignore all emails and give you no way to cancel. This is fraud and harassment.
  They are to cease all attempts to defraud my bank, which they are currently doing by trying to take $39 out of it every single day, no matter how many times they are blocked. They need to cancel the account. Their clearly scam-oriented business operations need to be investigated.
  
  I can definitely look into this, but need authentication from your end and the information I have requested previously to be able to locate the store. 
  If you dont have this information, I understand but will need the following to locate your payment method and remove it from the store, and that way it should be closed, and no additional attempts will be made:
  
  * The FIRST 6 digits of the credit card
  * The LAST 4 digits of the credit card
  * A screenshot or image of a banking statement with the Shopify invoice number, including the charge amount and date. Other sensitive information can be hidden as long as the invoice number, charge amount, and dates are visible.
  
  I suggest you reply with this information through the ticket I have sent previously, as its a secure way to share these details.
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead
  
  
  

  Customer Answer

  Date: 16/02/2024

   
  Complaint: 21077980
  
  I am rejecting this response because:

  ****, please allow me to make corrections yet again:
  
  1. "you mentioned you opened a store" - Again, no, I did not open a store, nor did I say I did. I told you that I signed up for a trial account on your website to check out your service. I never "opened" any store, as I've already stated. I didn't like the service, and attempted to cancel during the trial account. But you give no cancellation option on your site and don't reply to contact attempts.
  
  2. "I have requested previously to be able to locate the store" - And again, there is not now and never has been a store.
  
  3. "need authentication from your end" - You have already been provided with the email address associated with the account. Look at the previous response.
  
  4. "The FIRST 6 digits of the credit card / The LAST 4 digits of the credit card" - No, I am not giving you my credit card info, let alone the full CCN. 
  
  Attached is a screenshot of one of DOZENS of your fraudulent attempts at taking $39 from my bank account on a daily basis. Stop. It. NOW

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

  

  Business Response

  Date: 22/02/2024

  Hello *******,
  
  **** here to continue supporting on your request.
  
  First, I would like to clarify that when you sign up for a trial, a store is automatically open, so that's what I refer to when I say you opened a store in Shopify. Once you sign up, the option to cancel/deactivate store can be found on the settings of the Shopify admin, here is a guide that provides step by step to complete this process: *******************************************************************************************************
  
  I have not been able to locate the store you opened with the trial because there's no store linked to the email address you're contacting us from or has been shared here: ****************  can you please confirm if you used a different email address to sign up for the trial? If so, can you please share that email address, so I can be able to locate the store and help with the cancellation on your behalf? Also, in that email address, you should have received information about the store, so if you can also share the Shopify store URL that was created when you signed up for the trial, it will also help to locate the store and proceed with the cancellation.
  
  You can also use this tool to recover the Shopify URL by entering the email address used when signing up: *******************************************************
  
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead

• Initial Complaint

  Date:28/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email December 26, 2023 from Shopify saying that they were disabling my payment gateway through them being it was risky because I sell spells, fortune telling etc. I do not sell tarot readings on my site and I sell intention candles and oils and have with shopify for a few years. I cater to the spiritual community and what I sell is part of my and others religious beliefs and practices. I sell the same products as Art of the Root who uses shopify and they have had no issue with them but for some reason shopify always singles me out. I tried to work with chat, support all day on 12/27 just to be told now that I sell spells and incantations and ******* agreed that on my site, I don't. Its obvious shopifys bank partners dont know the definition of what an incantation is. An incantation can be a prayer, that you do in church. Its something that is spoken so how can I actually sell that. This is pure religious discrimination based on others beliefs and people pray in church, which is an incantation. So I am not not able to accept credit card payments and cannot change to another 3rd party gateway which was suggested in their email because I owe a balance to shopify capital. When trying to change it it gives that error message and states you have to contact support to change to another one yet I did that and spent all day just to be then accused of selling incantations. This is pure discrimination and I have been a loyal customer to ********************** for a few years just to get treated like this and I want to hear from someone who can do something about this and I do plan on voicing this over any and every platform. I was warned prior about shopify but I didn't listen because I've had sites in the past and never received this type of discrimination or judgement on a random day simply because they don't understand it yet allow others who use them to sell the exact same products with no issue.

  

  Business Response

  Date: 08/01/2024

  Hi ******, 
  

  My name is ****, I am a Support Lead here at Shopify. Thank you for providing details into your recent support experience with our team here at Shopify. I have taken time to review the specifics of this case and your open tickets, due to this issue containing personal store information and the public nature of BBB, I have sent through a private email to discuss resolution workarounds involving changing payment gateways. 
  

  I look forward to working with you on this matter. 
  

  Kind regards, 
  **** | Shopify 
  

  
  

  Customer Answer

  Date: 08/01/2024

   
  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:28/12/2023

  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.

  What I have been experiencing is "negligent misrepresentation" Criminal Code (R.S.C., ****, c. C-46).Shopify has engaged in the business of supplying information for the guidance of myself/my company is liable for economic damages because the information has been incorrect or so incomplete on more than one occasion as to be misleading.Canada/US law recognizes that, in general, information providers have a duty to provide complete and accurate information to the intended recipients of the information. That duty has been breached, and I have sustained a loss because the information received was inaccurate or misleading. Nov 20 - Order #****** marked as high risk of fraud by Shopify analysts Nov 24 - order is canceled by my company and refund is processing ($10,759.54) Nov 25 - refund is processed and amount is deducted from my companys payout balance (-$10,759.54) and my payout balance is now negative Nov 30 - Shopify help ticket number #******** Im told by Shopify advisor that the balance would be deducted from my bank account on file to correct the balance on Dec 1 Dec 1 - balance was not corrected, nothing was deducted from my account to settle the balance - I contacted the advisor from ticket number #********, but no response Dec 5 - I reach out to Shopify help center ticket number #******** - told by advisor theres no way to pay the negative balance and it will be corrected by new sales coming in on Shopify payouts Dec 5 - reach out to Shopify for more answers #******** - advisor escalates ticket to billing team and advises to not make manual order to correct balance - I asked would I be able to make a payment to correct balance instead, no response, Shopify closed ticket on Dec 7 All Shopify help articles state that the only way to correct a negative payout balance is from new sales. Dec 11 - I make 2 purchases of ***** Shopify takes $290.60 in fees Dec 12 - a link is sent to manually pay balance

  

  Business Response

  Date: 03/01/2024

  Hello *****,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be happy to look into this with you.
  
  Due to the public nature of the BBB, we are unable to discuss sensitive account details here. With that in mind, I have created a ticket (# ********) and sent you an email asking for further account information, so that I am able to look directly into your account and support history, and we can explore any possible next steps. I look forward to your response on that ticket.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21067054
  
  I am rejecting this response because:

  
  This complaint has not been resolved. 
  
  Actually, the opposite has occurred. 
  
  ***** from Shopify contacted me about the complaint, admitted that their team gave me the wrong information, but still refused to correct the issue.
  
  Sincerely,

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

  

  Business Response

  Date: 15/01/2024

  Hello *****,
  
  Thank you for your follow up.
  
  As discussed in our ticket (44682678), I can see where there was an opportunity for better communication in one of your interactions. Specifically in ticket ******** where you were told there is no option to manually pay your balance, as you now know that our recovery team can assist in paying an outstanding balance. I have made sure to provide feedback to the advisor and their lead to prevent similar situations from occuring in the future. However, nowhere in this ticket was it mentioned or suggested to create draft orders to pay any outstanding Shopify balances, and the advisor recommended that you work directly with our Billing team on your escalated ticket.
  
  In addition, in ticket 44050192, another advisor specifically recommended that you do not create orders to settle the balance, and to wait for Billing to respond to the already existing escalated ticket you had with our team. While I know it can be difficult to wait for a response in a situation like this, in the future should you have an escalated ticket, that team will be best equipped to handle unique scenarios like this one.
  
  As also mentioned in our ticket, regardless of the above I advocated internally for a reduction in the amount owing to Shopify as a goodwill gesture, however we are unable to accomodate any reductions in this regard, as you were given the correct information to not create draft orders to reconcile the balance well before the orders were created.
  
  At this time, the information provided by our recovery specialists in ticket ******** is correct, in that you will need to pay the outstanding balance, or you may choose to use another payment provider.
  
  Should you have any further questions, please do not hesitate to let me know by replying on ticket 44682678.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21067054
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************