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:28/12/2023

  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.

  Customers in other countries can't see my products. I have not been able to get in touch with a Shopify representative.

  

  Business Response

  Date: 02/01/2024

  Hello Hope, 

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you were unable to contact our Support Advisors. 

  I do see on ticket# 44590721 that you were speaking with our Support Advisor *** and that you have successfully been able to fix your issue. I am very glad we could help and if you need anything else please do not hesitate to contact our Support Team again. 

  Regards

  *****

• 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.

  I started with a trial in August but wasn't able to use the store. I had a stroke in July so I still have memory problems and had to get a new phone so I wasn't able to login for a while. In October I noticed I was charged so tried to cancel but couldn't figure it out. I forgot about it and on November 17th we had a house fire so I lost everything and Shopify was the furthest thing from my mind but apparently I was charged on November 30th again. I understand they have cancellation policies but there should be exceptions sometimes or some way to help people in bad situations. I haven't been able to log in almost since the beginning so there should be something in place to protect people especially when they see they didn't use the store even for the $1 trial. The website should at least be more clear on how to cancel because I looked a few times and couldn't figure it out. Again I did have a stroke so I'm not 100% but there's no easy way to contact them either from the website it's very confusing. I was finally able to chat with someone after googling it but they said they can only refund within 7 days which I understand but if I haven't been able to use it cant they at least lower the subscription? It looks like this is an ongoing issue with them and they need to update the website. I wanted to launch my store when my life calms down and I'm able to do so but definitely won't be using Shopify to do so. I asked if there was someone else I could talk to and he said they would just tell me the same and there's nothing i could do. He didn't cancel on his end but he did send me a screenshot of how to do it so that helped but overall do not use Shopify for your business.

  

  Business Response

  Date: 05/01/2024

  Hi ******, 
  My name is ************** am a Support Lead here at Shopify. 

  
  Thank you for reaching out to us, I am so sorry to hear about your stroke. I was able to reach out to our Billing team and explain the situation and we are able to provide you with the refund you requested. 

  
  In order to provide the refund I do need to authenticate you as the owner of the store. This is for security purposes and to make sure that I am refunding the right person. I have sent you an email with the information that I need to authenticate you. If you do not know some of the information asked, please let me know so we can find another option. The email ticket number is ********, please respond to that email directly as to not share private information in the public BBB forum. 

  
  Please let me know if you have any questions or concerns. 
  Thanks, 
  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:21/12/2023

  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.

  ON 12/9 SHOPIFY CANCELED MY STORE. I received an email letting me know that I had violated the terms of use however, when you read the terms of use, I have no violations I was 100% by the book I spent hours to create this site, and now Im just OUT OF LUCK. I have NO IDEA why my store was closed. Below shows the reasons why my store would be closed 1. Child exploitation: I HAVE NO CHILD EXPATIATION ON MY SITE ITS JUST A HAIR PRODUCTS SITE 2. Harassment and threats: ME NOR MY PHOTOS HAVE ANY THREATS TOWARDS ANYONE, ITS JUST A HAIR PRODUCTS SITE 3. Hateful content: I HAVE NO HEATE FULL CONTENT ON MY SITE, ITS JUST A HAIR PRODUCTS SITE Illegal activities: NOTHING IVE POSTED HAD STATED ANY ACTIVITY ESPECIALLY ILLEGALLY Intellectual property: I HAVE ONLY UPLOADED FROM AMAZON VIA AMAZON UPLOADER THAT WAS AN APP OFFERED BY SHOPIFY. IN ADDITION ALL OF MY PHOTOS WERE AI GENERATED CUSTOM FOR ME AND MY HAIR PRODUCTS SITE. Malicious and deceptive practices: WE HAVE NO HAD ANY DECEPTIVE PRACTICES, ITS JUST A HAIR PRODUCTS SITE Personal, confidential, and protected health information: NOTHING WE POSTED WAS ABOUT HEALTH NOR WAS IT CONFIDENTIAL ITS JUST A HAIR PRODUCTS SITE Self-harm: THERE WERE NO PICTURES OR WORDS ABOUT SELF HARM ITS JUST A HAIR PRODUCTS SITE Spam: THERE WAS NO SPAM, I HAVE NO ADDS ITS JUST A HAIR PRODUCTS SITE Terrorist organizations: WE ARE NOT A TERRORIST AGENCY, ITS JUST A HAIR PRODUCTS SITE I SPENT HOURS ON THIS SITE, I WANT TO KNOW WHY THIS SITE WAS DELETED

  

  Business Response

  Date: 22/12/2023

  Hi, ***********
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information that should be useful to you.
  Shopifys AUP is in place to protect the platform as well as consumers. When a store is shut down for AUP violations, the account owner will receive an email from one of our specialist teams. That email will have a ticket ID consisting of an alphanumeric string.
  
  I can see from the screenshot you uploaded that there was a link to a form where you can submit your request to appeal the decision. If you have specific questions about the rejection, your best way forward is to fill in that form. That will direct your inquiries to the specialists handling your case, who are the best point of contact for these inquiries. When you fill in the form, youll be able to give more detail on the nature of your business and why you feel this closure is in error.
  
  Because we care very much about merchants privacy, it wouldnt be appropriate to discuss any of your account details here. In addition, because these cases often involve sensitive documentation, front-line Support wont be able to answer questions about this and will refer you back to that form. This is to limit visibility of any sensitive documentation to highly trained specialists.
  
  If you have already filled in that form, youre on the right track. I am not the right person to answer any questions you might have on your case, but if you reply here with your ticket ID, I can ensure its in the right hands to assist you.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 23/12/2023

   
  Complaint: 21033181
  
  I am rejecting this response because:

  Subject: Request for Assistance and Clarification Regarding My Shopify Account
  
  Dear ******************** 
  
  I trust this message finds you well. I am writing to discuss a recent communication concerning my Shopify account and to seek clarification on a few matters.

   

  BELOW IS SHOPIFYS RESPONSE: 

  Hello,
  
  
  Thank you for reaching out to us. Please be informed that In order to reconsider your account for eligibility to use Shopify we require some additional information with regards to your business model. You can send the following documents as attachments in response to this email:
  
  
  * Proof of address - Utility bill (e.g. water, electricity, or gas bill from the past 3 months), lease agreement (dated) or property insurance (dated)
  * Proof of business association (i.e. business license, business registration documents (with company number) or business tax filing record). 
  * Proof of inventory (i.e. dated supplier invoices, dated manufacturing agreements) 
  * ************ links related to your business (if none, please explain how are you driving traffic to your store and provide personal social media links)
  
  
  Please provide the above at your earliest convenience so that we can assist you further, in addition to any relevant context on your business model. If you have any questions regarding this matter please respond to this email.
  
  Thank you

   

  The reason why youre probably not added to this responses, so they can gaslight where theyve gone wrong. 
  
  Initially, I was notified of a potential violation of Shopify's terms of use, which prompted my immediate attention. Upon a comprehensive review of the terms, I found no evidence of any violation on my part. Subsequently, I promptly responded to Shopify, expressing my commitment to compliance and seeking clarification on the alleged violation. Concurrently, I filed a complaint with the Better Business Bureau (BBB).
  
  In response to my communication, Shopify requested additional information for business verification, including proof of address, business association, inventory details, and social media links. I would appreciate some clarification on whether the initial notification pertained to a violation or a standard verification process.

   

  did the did I violate the terms of use or did you need to verify my business? Which one is it?
  
  I understand the importance of platform security and trust, but I am curious about the necessity of certain requests. Specifically, the need for proof of inventory and a physical store address seems unusual in the context of the numerous dropshipping apps available on Shopify. So its clearly not a standard or the rule . Additionally, as far as my understanding goes, there is no federal law mandating a business license for ******************** users.
  
  The request for social media proof and an explanation of how I drive traffic raises concerns given the recent establishment of my business. While there is a ******** page, the primary focus has been on the website itself. I assure you that my intent is to abide by all rules and regulations and to establish a legitimate business presence. 

  I had a new site I just started it I wasnt even open yet and the only reason why I was live was because I didnt know how to design the site and not be live. I had one sale and I canceled thats all because Shopify said that it was fraudulent. And thats it. I was still building..

   

  But Ive seen a lot of complaints were Shopify does this to legitimate business owners, and does not reply adequately or hides  responses from the BBB so that it takes longer to verify contradictory operations. BBB please require them to have a blanket and across-the-board terms. 
  
  Due to these challenges, I have transitioned my operations to Wix. As a final request, I would appreciate it if you could facilitate the transfer of my product data to an Excel file for my records. 
  
  While navigating this process, I became aware of some negative reviews regarding similar experiences. My intention is not to contribute to a negative discourse but to seek understanding and resolution.
  
  
  Thank you for your time and understanding.
  
  
  

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

  

  Business Response

  Date: 02/01/2024

  Hi, ***********
  
  It sounds like you are frustrated by the BBB not being included in the replies to your appeal, and feel that this is deliberately done to obscure actions on Shopifys side.
  
  I cannot speak to specific details of your case, but I can offer a bit more context into how this process works and why the BBB is not included in the specialist ticket about your store closure. This is to limit visibility of your sensitive information to as few people as possible.
  
  In line with our mandate to maintain the health of the platform and safety of consumers, it is sometimes necessary to reject businesses that are deemed to be in violation of the *** or too high risk for us to support.
  
  These decisions are not made lightly, and merchants are allowed to appeal the decisions and submit supporting documents to assist in reassessment. If documentation is not provided, or the documents provided are insufficient to show a store doesnt carry an unsupportable level of risk, the store cant be reopened. In order to protect merchants and consumers, we cant share details on our review processes.
  
  Additionally, we are unable to discuss store-specific information to anyone other than authorized personnel, for security and privacy reasons. The BBB is a third party and complaint responses are publicly visible. We have an obligation to protect your personal information and limit visibility of any sensitive documentation to highly trained specialists. (Good examples are the utility bills, business license information and supplier invoices youve mentioned.) This means we cant CC the BBB into replies on your specialist ticket.
  
  From your response, it sounds like the specialists working on your case have requested some documents from you that they need to grant ****** to the store again. However, due to being a new business, you dont have all of the information requested. If thats correct, you can reply to your specialist ticket, explain why you do not have these documents, and ask what alternative documents you can submit instead.
  
  Regarding exporting your product information, your best way forward is to work with the specialist in the ticket youve referenced. We dont export and email CSV files like you describe, but merchants can do that themselves once theyve passed a review and ****** to the store is re-enabled.
  
  While I cant move your case forward myself, the offer still stands to ensure your ticket in the right hands, if you reply with a ticket ID.
  
  Best,
  ************** | Support Lead
  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21033181
  
  
  
  I am writing in response to your explanation regarding the closure of my Shopify store and the non-inclusion of the Better Business Bureau (BBB) in our communications. While I appreciate your attempt to clarify the situation, there are several aspects of your response that I find unsatisfactory and would like to address.
  
  
  Firstly, the notion of protecting sensitive information does not align with my situation, as I have not engaged in any activities that would necessitate such privacy. My business operations have been transparent, and I have adhered strictly to the guidelines set forth by Shopify. Therefore, the argument of protecting privacy seems irrelevant in this context.
  
  
  You mentioned that decisions to close stores are based on violations of the Acceptable Use Policy (AUP) or the perceived high risk associated with a store. In my case, I strongly believe that my store's closure was unjustified as I have not violated any terms of the **** I am more than willing to allow full disclosure of the specifics of my case to refute any claims of high risk or policy violation. By keeping these details undisclosed, it not only ***** my reputation but also prevents a fair assessment of the situation by a third party like the BBB.
  
  
  While I understand that Shopify has its review processes, the lack of transparency and specific reasoning in my case is alarming. As a business owner, I deserve a clear explanation for the closure of my store. It is vital for platforms like Shopify to operate with fairness and accountability, especially when such actions have significant impacts on the livelihoods of its merchants.
  
  
  Furthermore, I would like to clarify that I am not requesting the reopening of my store. The manner in which this situation has been handled, coupled with the numerous negative reviews about Shopify, has dissuaded me from continuing my business on your platform. My primary request is simple: I urge Shopify to disclose whether the closure of a store is due to a violation of terms, high-risk business activity, or any other concrete reason. This is not only for my benefit but for the benefit of all Shopify merchants who deserve clarity and fairness.
  
  
  In conclusion, You don't have a reason. Point blank. You're just doubling down. First it was one thing then it was another and frankly I don't care. I'm glad that these are public. I'd like other business owners to understand how Shopify can discriminate against you for no reason and then not fix the problem.  I ask that Shopify provide a straightforward answer to the BBB about the specific reasons for the closure of my store. This is not about reopening my business with you but about ensuring transparency and accountability in your operations.
  
  
  Sincerellt
  
  ***********************

  

  Business Response

  Date: 04/01/2024

  Hi, ***********
  
  Its evident that youre frustrated and feel this is unfair, and I recognize that the amount of information given is not satisfying to you. However, we have a very strict privacy policy we adhere to and we cant disclose information on your case in a forum of this nature, even if you would be happy to share your details publicly.
  
  If you would like more detail around your specific case, the best way to get more information is to respond to the ticket with your questions. You can do this even if you are not planning to appeal the closure decision.
  
  If you offer a ticket number, I am still happy to follow up with the specialist assigned to you and ensure that they are being as responsive and transparent as possible.
  
  Best,
  ************** | Support Lead 
  
  

• Initial Complaint

  Date:21/12/2023

  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.

  This business keeps emailing our business. I would like them to STOP emailing us because the email is used to take orders for our business and it ONLY for our customers, not solicitors!

  

  Business Response

  Date: 29/12/2023

  Hello ******,
  
  ****** here, an Operations Lead at Shopify.
   
  Thank you for sharing your concerns regarding the marketing emails you are receiving. In order to address your specific concerns, I have followed up with you via email through our secure channels on ticket #********, so that I will be able to review your email settings and submit any changes to your marketing preferences. 
  
  Thank you,
  ***********;
  
  

• Initial Complaint

  Date:20/12/2023

  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.

  I have been trying to obtain my tax and sales files from shopify but they will not help me unless I reopen my store I do not want to reopen my store because they took unauthorized payments from my account and it took me canceling my credit card for them to stop I cannot file my taxes without my information and they refuse to give it to me

  

  Business Response

  Date: 22/12/2023

  Hi ******,

  My name is ******, and Im a Support Lead here with Shopify. Thank you for taking the time to share your experience with Shopify.

   Security is of the utmost importance for us, and, due to the public nature of the BBB, I'm unable to discuss sensitive account information. I have created a ticket (#********) and sent you an email outlining the next steps in order to proceed.
  
  I look forward to your response on ticket #********.

   

  Kind regards,

   Zeljka | Support Lead

• Initial Complaint

  Date:20/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was setting up my store on Shopify, it wasn't even active yet and they closed it. The automated email said I violated their Acceptable Use Policy, which is understandable if I actually violated anything. I am a stay-at-home mom trying to make a living, not someone with malicious intent.The fact that they didn't even list a reason as to what I actually violated, is unprofessional. I created a store to dropship, all the photos I've used are from reliable, honest sources and nothing I've said in my description of my items has been exclusive of anyone based on gender, sexual orientation or race, my store is joyously welcome to everyone. I didn't realize selling personalized jewelry was a crime. So I'm failing to see why I deserve to have my store shut down, especially without an explanation as to why. I think they need to update the software they use to look for such insidious websites, as mine is not one of them.

  

  Business Response

  Date: 20/12/2023

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this is not an ideal situation to be dealing with and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead
  
  

• Initial Complaint

  Date:20/12/2023

  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'm facing ongoing challenges with Shopify in updating my business account information, which began after I filed a complaint with the Better Business Bureau (BBB complaint #********). Despite changing my business name months ago and facing issues in transferring ownership (chat from September 29th attached), the assistance from Shopify's customer support only led to a temporary workaround. My financial statements are still incorrect (attached is the latest statement), showing old company information, and repeated requests for updates are met with generic responses. Promises made by the account verification department for a resolution have not been fulfilled. This situation is particularly frustrating because normally, such updates are straightforward for users to make on their own. Shopify has neither explained the delay nor an estimated timeframe for when it will be resolved. This issue is critical as it affects the accuracy of wire transfers to my business, and despite having all the necessary corporate and banking documents, no one from Shopify has reached out to request this information or address the problem.

  

  Business Response

  Date: 21/12/2023

  Hi ****,
  
  My name is ****, I am the Senior Lead with Shopify who previously assisted you with your past BBB complaint. I understand you are reaching out in regards to support received for your store. I regret to hear of the issues you've been encountering 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,
  **** | Senior Lead
  
  

  Customer Answer

  Date: 19/04/2024

   Dear Better Business Bureau, I am reaching out to report an issue with Shopify concerning the limitations they are placing on my product uploads. Despite their advertisements claiming unlimited uploads for products without variants, I find myself constrained under these exact conditions. This is not the first occurrence, as similar issues arose last year. Now, it appears Shopify is attempting to push me towards a more expensive subscription plan, which is beyond my financial capability. I am in compliance with Shopify's guidelines and daily product limits. According to their pricing page and variant limit information (Shopify Pricing: ******************************************; Variant Limit Info: ****************************************************************************), products without variants are not supposed to have upload limits. I have substantial proof that the products I am attempting to list are variant-free and identical to those I have successfully added in past months. Shopify, however, argues that the mere presence of color in product images implies a variant. Yet, by their definition, a variant should involve the addition of specifications like size or color options, which is not applicable to my products as they do not offer multiple options (Shopify Variant Definition: ***************************************************************). As a small business owner, the push to upgrade to an enterprise plan is unreasonable and unsustainable. It hinders my business growth and seems to be a tactic to increase their revenue at the expense of small businesses adhering to their stated guidelines. I am seeking the BBBs intervention to help ensure that Shopify honors its advertised policies and allows my business to operate without unwarranted limitations. Thank you for considering my situation. Sincerely, ********************* Founder www.johnjulia.com

  

  Business Response

  Date: 23/04/2024

  Hi ****,
  
  This is ****, I am the Senior Lead with Shopify who previously assisted you with your current and past BBB complaint, ********.
  
  I recognise that you are reaching out to us again in regards to the variant upload limit, which was also discussed in BBB complaint ********. Previously, when reviewing your account with our internal team, our technical specialists agreed to provide a once-off product limit exemption for 14 days as you onboarded to the platform with your products.
  
  Each case to support individual business needs is assessed based on how long you have been on the platform and account standings at this time, which is why we previously provided the temporary exemption as a goodwill gesture as you started the business.
  
  I have reassessed your account with our internal team, sharing with them the current status of your store and brought them up to speed with your request for a permanent exemption from the variant upload daily limits. Weve gone ahead and approved the exemption so you'll find that you can make the necessary changes to your products moving forward.
  
  Please let us know by reaching out to our support team directly if you have any further questions or issues around this, and we'll be glad to help.
  
  
  Kind regards,
  **** | Shopify, Senior Lead
  
  

  Customer Answer

  Date: 24/04/2024

   
  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:19/12/2023

  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.

  I am a small business owner who uses Shopify as my host website for sales. I currently am using their Shopify Balance card to hold all of my business earnings as well as use for business purchases. I recently had two fraudulent charges placed on my card for a total of $1,180.90. I contacted shopify immediately to report the charges as well as cancelled by card. It took me several weeks to get a report filed with them because they continued to ask me to "prove that I didn't make the charges" including making me contact the company the charges were from to try and fix it myself. I was unable to make any progress with this since I did not place the order and the company could not find any record of the orders. Shopify advertises that their banking card is through a legitimate bank and is insured, however I have had to go through the lowest level support agents at shopify who are not taking the seriousness of my fraud claims, as well as told me that my claim would be submitted for review and may or may not be approved for a refund. This process can take up to 90 days. As a small business this is a long time to be short such a large sum of money. I am requesting that Shopify refund the fraudulent charges in a timely manner.Business information:The Lumpy Mug *********************

  

  Business Response

  Date: 19/12/2023

  Hi ********,

  My name is *****, and Im an Operations Lead at Shopify. Ill be glad to look into this with you.

  Due to the public nature of the BBB, we are unable to discuss sensitive account information here. With that in mind, Ive sent you an email and created a ticket (# ********) so that I can take a look directly into your account, and any ongoing tickets you may have with our support as well as potential next steps.

  I look forward to hearing from you.

  Kind Regards,
  ************ | Operations Lead
  

  
  

• Initial Complaint

  Date:19/12/2023

  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.

  On 12/15 12 noon EST I got a call from a ***************************** calling me from ************. This person was pretending to be someone from my financial institution and I unfortunately gave them all my information including my debit and credit card numbers AND my social security. When he sent me confirmation texts this was from the same number that I recently ordered from (shop app powered by Shopify) Shopify, or the Shop app have either had a data breach or someone hacked into accounts and is now committing fraud. I have no way of contacting Shopify. The photos will show first an order confirmation and in the same message youll see the person sending me codes to tell him as I was in the phone with him.

  Customer Answer

  Date: 19/12/2023

  Good morning, my complaint is for Shopify Inc. located in Canada.  My apologies. I've attached my invoice from the ******** cosmetics. At the bottom of the screen, you will see that it is from Shopify. To clarify, when a consumer wishes to purchase something from ************** cosmetics, the only option customers have is to use the Shop App, powered by Shopify.

  

  Business Response

  Date: 21/12/2023

  Hi ******, 
  My name is ************** am an Operations lead here at Shopify. Given the sensitive nature of your issue I have reached out to you via email with more information. Regarding the text messages you received, it is normal for valid two-factor authentication codes from completely different entities (in this case, the Shop app and your bank) to be sent by the same phone number. Shopify and many other entities use a third-party system to send codes by SMS and, as a result, we sometimes share an outbound number with other companies that use the same third-party system. If you have any questions or concerns please respond to ticket # ******** directly. 
  Thanks, 
  ***** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 21/12/2023

   
  Complaint: 21017630
  
  What is getting failed to be understood is that that is NOT my bank texting me. That is the "bad actor" texting me "confirmation" or "verification" codes while I'm on the phone with him. Are you essentially saying that the "bad actor" is likely using the same service to send two-factor authentication codes by text message?
  
  
  Thanks,
  
  *************************

  

  Business Response

  Date: 21/12/2023

  Hi ******, 

  I do understand your frustration. As I mentioned there has not been a breach on our end. Likely while you were on the phone you provided the bad actor with the information needed to log into your account, this then triggered the bank to send you an actual verification code. Once you provide the code to the bad actor - they are then able to access your account. I have provided more information via email. Please let me know if you have any other questions or concerns. 

  Thanks, 

  ***** | Shopify Operations Lead

• Initial Complaint

  Date:19/12/2023

  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 paid a yearly subscription and about 5 months later i noticed they were charging me $97 a month and that made no sense because I paid a yearly subscription. Turns out they signed me up on something to process payments without my acknowledgement and I was charged for 6 months $97+ every month. When I reached them to ask for a refund they told me no refunds because of terms of service... So I called my bank to take care of it. *** from Shopify Support said 1 month was the best they can do, so here I am to make you all aware and beware to stay away from shopify.

  

  Business Response

  Date: 19/12/2023

  Hello ********,
  
  My name is ****, and I am an Operations Lead at Shopify. I will be following up on this issue by opening a new ticket. This will enable me to assist you further in reviewing the problem and connecting you with the appropriate team if required.
  
  Please reply to the email with the subject line: "Follow Up Regarding BBB Complaint #********," and we will try to get this issue resolved. 
  
  Regards,
  Kody | Operations Lead - Shopify