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:09/12/2023

  Type:Billing 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.

  Account Re-activation Access

  

  Business Response

  Date: 10/12/2023

  Hi *****,

  My name is *****, Im an Operations Lead at Shopify and Ill be happy to help. Thank you so much for providing those screenshots, as they are very helpful for troubleshooting!

  Due to the public nature of the BBB, we are unable to discuss sensitive account details here. While it appears you currently do not have access to the account, I have created a ticket (# ********) and emailed you, so that we have an avenue to discuss any account specific details if or when it comes to that point.

  That being said, I checked the email address you provided, and I found that it was on our suppression list. What that means, is that emails were not being sent from Shopify to your email, including the email with the 10 digit inactivity codes. Emails can be added to the suppression list for many reasons, but in this specific case it was added to the list with the reason that The email account that you tried to reach does not exist. 

  Are you able to confirm that the email ********************** is currently active and able to receive emails? I have gone ahead and removed the email from the suppression list. Can you now try logging in again and seeing if you are able to receive the 10 digit inactivity codes? Make sure to also check your junk and spam folders after requesting the codes.

  Please let me know if your email account is active, and you are able to now receive our emails. If not, we can explore some next steps. You can also reply directly on ticket ******** as well. I look forward to hearing from you.

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

  
  

  Customer Answer

  Date: 10/12/2023

   
  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:09/12/2023

  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.

  This is regarding Shopify support ticket #********
  The following are related tickets: ********* ********* ********.
  
  I am unable to renew my domain name because my account is inactive. I cannot activate my account by logging in because it wants to send a 10 digit code to my email address. The email address on my account is domain-connected. As the domain has expired I no longer have access to my email. I have asked Shopify support to change the email address associated with the account so that I will be able to receive the 10 digit and and reactivate my account and thus renew my domain name.
  
  It has been 4 days and still no resolution. I have reached out everyday and keep being told that the issue has been elevated but I am still locked out of my account. Not being able to renew my email is detrimental to my business.
  
  I also asked Shopify support to release the domains so that I can transfer them to a new registrar. They told me they cannot do that unless I login to authenticate my account. Obviously I cannot login to authenticate my account. So they have also refused to let me transfer my domain.
  
  Because my account is inactive, when I login the trial on that account will have ended and I will be forced to pay a subscription fee just to access my account and renew my domain.
  
  I am requesting the following, promptly:
  1) Change my account email so that I can login to my account
  2) Give me a working transfer code so I can move my domain name
  3) Give me a store credit so that I can access my account without paying for a subscription fee just to renew my domain.
  
  This is quite a frustrating circular issue and I have tried to stress the importance of resolution to the shopify team. It does not take 4 days to change an email yet somehow they still can't seem to resolve this. Shopify used to have live people to talk on the phone to and now you can't even email them without logging in (which I cannot do). This has been the worst customer service experience I have had.

  

  Business Response

  Date: 09/12/2023

  Hi *******,

  My name is *****, and I’m an Operations Lead at Shopify. I’ll be happy to help you out with this. Thank you so much for providing all of those ticket numbers!

  Due to the public nature of the ***, we are unable to discuss any sensitive account information. It sounds like at the moment you are unable to login to your account regardless, however I have created a ticket (# ********) and reached out to you via email, so that we have a secure avenue to discuss account details when we get to that step.

  In the meantime, I’ve had a look at the ticket numbers you have provided. I can see that ticket ******** specifically has been escalated to our Account Security team, meaning it is in the right hands. I know you were hoping for a faster response time, but I want to assure you that our Account Security team will get to your ticket as soon as they are able, and help you change the email address associated with the account.

  Once we are able to get you logged in and authenticated for the account, then we can definitely help you also transfer your domain, and discuss any issues with needing to pay a subscription charge at that time. I’ll be making sure to monitor ticket ******** and ******** and assist with any next steps.

  I did just want to quickly note though, while I cannot access your store at the moment, I looked up the domain I believe may be yours by looking at the email you provided. Using ********* ***** service, it appears that your domain may still be active, meaning you may still be able to login to your domain associated email address. In addition, if your domain has expired, then you should be able to purchase that domain from a different domain provider, as of 70 days from the date of expiry, meaning you wouldn’t need to transfer it from Shopify at all. I’ve also included this information with more domain specific detail in our new ticket ********.

  I look forward to working with you to resolve this issue and get you back up and running with your domain.

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

  
  

• Initial Complaint

  Date:08/12/2023

  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 signed up for an account in February of 2023. After signing up for my account I lost my computer that was used for the finger print scanning and where I saved my recovery codes. I reached out to Shopify beginning in August of 2023 to cancel my account. I used the live chat feature where I gave all my personal information to identify myself and was told my account would be canceled. It has not. Every month that I have been charged I have reached out to Shopify to cancel my account and yet every month I am still be charged. I am also reporting this business to the Attorney General.

  

  Business Response

  Date: 08/12/2023

  Hello *********, 

  This is ***** and I am a team lead at Shopify. Thank you for letting us know about your issue. 
  
  Due to the public nature of the BBB, I cannot share details about your account but have opened a ticket for you with the number 44127977 . Once you are authenticated in the ticket, I can take a closer look at the issues you have been experiencing. 
  Thank you, 
  
  ************** 
  Shopify Team Lead
  
  

• Initial Complaint

  Date:08/12/2023

  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.

  Shopify unilaterally terminated our business account with no warning, no specifics on what the violating action was, and no option to review the case with a human. As such this unwarranted, incorrect, and unsubstantiated action by Shopify has affected our ability to conduct business.

  

  Business Response

  Date: 13/12/2023

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your support journey has not been as you have expected. 
  

  All stores on our platform are subject to review as standard practice to ensure we are complying with our own standards and that of our ***************** These reviews can also happen at any point in a stores lifetime. In saying that, I have looked into the tickets and have followed up with our internal escalated teams to have this looked at for you. A specialist will be reaching out to you today with some more detail on what information may be needed. Please keep an eye on both your main email and also spam folders in case the mail drops into the spam by accident. You will be able to work directly with our escalated team by replying to the email sent to you. 
  

  I hope this helps in your journey with Shopify. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/12/2023

   
  Complaint: 20977311
  
  I am rejecting this response because:

  Shopify did send us an email but it not address how my account was terminated on account of Section 7 of their Acceptable Use Policy.

  Their email asked for documents that were unrelated to Section 7 and does not clarify how supplying these documents relates to preventing their wrongful termination of our legitimate vendor account with ongoing concerns. 

  We have replied to their email and no response has been received nor has the account be reinstated.

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

  

  Business Response

  Date: 19/12/2023

  Hello ****, 
  

  ***** here again from Shopify. 
  

  The reviews of stores and the reasons for such reviews vary largely across the platform. If our specialists are asking for documents, this is to verify information that is needed for our banking partners. All requested documentation must be supplied in order for the review to be completed and the store to be released. If you fail to submit the requested information then the store may continue to be restricted and could result in termination. 
  

  To make sure that you can continue with your store please reply directly to the email requesting documentation and work directly with our specialists to get the review completed.
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:06/12/2023

  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.

  On December 28, 2022 I opened my store with Shopify. I have been selling on this platform since then, but recently encountered an issue. Shopify sent me an email on November 30th indicating that since my store is selling branded or trademarked products I needed to provide documentation from where the documents were purchased. At that point they put my payouts on hold. The same day I immediately uploaded the documents per the link in the email. I sent multiple invoices for all trademarked products proving that I had purchased these products legally. On December 1st, I received another email indicating the same thing. Since I already uploaded the documents I did nothing more. On the afternoon of December 5th, my shop was shutdown by Shopify. I immediately contacted support and was told that the documents I sent were being reviewed. Mysteriously, on December 5th, my payouts were released, but my site is still disabled. I want my site enabled immediately. This is the Christmas season when are sales are high. This is our sole income, and since I provided the documentation the website should never have been shutdown.

  

  Business Response

  Date: 13/12/2023

  Hi *****,

  Im ****, a Support Lead at Shopify. I reviewed your concerns when this complaint came in and stepped in to advocate on your behalf. 

  Due to privacy constraints I can't offer details publicly, except to say that the store's functionality was restored ASAP. 

  If you're experiencing any lingering effects, please do reach out again in the email conversation with ********* 

  Kind regards,

  **** | Shopify Support

  Customer Answer

  Date: 14/12/2023

   
  Complaint: 20968229
  
  I am rejecting this response because: it took three days to restore my website (I wouldn't call that asap), and I was asked for the same documentation two different times. I don't see how you can shutdown my website based on infringement when you weren't even able to read the invoices accurately to determine that I had provided all the needed documentation six days earlier. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 21/12/2023

  Hi *****,

  **** here again.
  
  Im responding here in addition to keeping up our email conversation, as the rebuttal also requires a response. 
  

  As the review was completed and the storefront unlocked two weeks ago now, sharing a robust understanding of the review process has been my focus. In the email conversation Ive shared context about the review process and answered all the clarifying questions thoroughly. 
  

  Kind regards,
  **** | Shopify Support
  

  
  

• Initial Complaint

  Date:05/12/2023

  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.

  Shopify closed my website that I have had for over 4 years claiming that it was infringing on DMCA rights. I emailed my web developer immediately, as I did not know what or how this happened. Shopify only gave me 24 hours to resolve this issue and immediately closed my website down. Why only give a loyal, paying customer of 4 years such a short window to resolve an issue that they did not know that they had?!

  

  Business Response

  Date: 06/12/2023

  ******************,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize how frustrating a situation such as this can be 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:04/12/2023

  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 own a Shopify Online Store and am locked out of my account and there is no way to contact someone to help me on the phone because I have an order to fill and have no way to fulfill because I am literally locked out of my account on my ******************** app and have no idea how to resolve this issue on my own.

  

  Business Response

  Date: 04/12/2023

  Hello ******,
  
  Kody here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your issue with accessing your Shopify store/account. In order 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 further detail.
  
  Thank you,
  Kody | Operations Lead - Shopify
  

• Initial Complaint

  Date:04/12/2023

  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.

  I cancelled a subscription and deactivated a store on Shopify and they took ***** out of my checking account and there is no phone number to call after I have emailed for a refund of my money back. My business name was ladyextensions and email *************************

  

  Business Response

  Date: 05/12/2023

  Hi *******, 
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you sharing your experience here with us, and in order to investigate further, I will need you to provide the exact email address on your Shopify account. Please ensure there are no typos or letters missing. 
  
  Security is of the utmost importance with Shopify, and only once we can match the ** email address that we have on our files, we'll be able to proceed further.

  Many thanks in advance,

  Zeljka

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:

  I closed Shopify on November 8th 2023. I was still billed 12-4-2023 for the amount $***** and after filing a complaint, I was billed again 01-02-2024 for the amount of ***** again. I no longer use this website. I would like a refund in the amount of ***** totaling for both months. The phone number they have listed ************ is a none working number and they tell you to go on the website for issues and when i tried to log in , its saying account is inactive due to me closing and cancelling on November 8th 2023. I am not happy about money getting taken out of my account unauthorized. My business email address is **************************.

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

  

  Business Response

  Date: 04/01/2024

  Hi Chochez,
  
  ****** here, thank you for taking the time to provide us with a response. I have responded directly to you via ticket #******** with further clarifications/requirements in order to look further into the matter. 
  
  Looking forward to your response on the above outlined ticket.

   

  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:

  Shopify has taken money out of my account twice after I have cancelled and had closed the account months ago. They never refunded my money and when I talk to them over the phone, the person act like she didnt know what I was talking about. They are continuing to try to take money after I contacted my bank to make them aware of the situation. My bank has blocked them and they are still making attempts after I contacted them and spoke with someone who said they would take care of the issue and has not

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

  

  Business Response

  Date: 06/02/2024

  Hi *******,
  
  ****** here again, thank you for sharing your thoughts further. I've reached out to you in ticket #******** with my latest response on January 12, 2024. Please direct all communications to that ticket as the BBB is a public platform and account details can not be discussed here. 

   

  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:this company is continuing to try and take money out of my account as of today after I have complained and cancelled this store.
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 12/02/2024

  
   
  Complaint: 20948365
  
  I am rejecting this response because:this company is continuing to try and take money out of my account as of today after I have complained and cancelled this store.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 12/02/2024

  Hi Chochez,

  Please note that we are not in a position to communicate any details concerning the account here, as the ******************** is a public platform. Communication has been sent onto you on January 12, 2024, ticket #********, to which we have not received a response from you. 
  
  Please direct your responses to the above mentioned ticket.
  
  Kind regards,
  Zeljka | Support Lead

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:this company is continuously trying to take money out of my account continuously and as of yesterday and said they will try again on February 14th which they are blocked from my bank but to continue to try to recover money that is not owed to them. I have responded and asked them to please stop and they continue every other day. I have seen nothing like this before especially when Im not using their service. I have uploaded the proof of the attempts they are continuously making. I do not owe them anything.
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 12/02/2024

   Complaint: 20948365
  
  I am rejecting this response because:this company is continuously trying to take money out of my account continuously and as of yesterday and said they will try again on February 14th which they are blocked from my bank but to continue to try to recover money that is not owed to them. I have responded and asked them to please stop and they continue every other day. I have seen nothing like this before especially when Im not using their service. I have uploaded the proof of the attempts they are continuously making. I do not owe them anything.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 13/02/2024

  Hi Chochez,

   

  Please refer to the ticket #******** dated January 12, 2024, to which we have not received a response, and we are not in a position to continue any in depth conversations here due to security reasons.
  
  Kind regards,
  Zeljka | Support Lead

  Customer Answer

  Date: 13/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because this company is trying to take money out of my account every other day for payments that I do not owe them.
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 14/02/2024

  
   
  Complaint: 20948365
  
  I am rejecting this response because this company is trying to take money out of my account every other day for payments that I do not owe them.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 19/02/2024

  Hi Chochez,
  
  This might an issue of the subscription not being canceled and your store not being deactivated. Please follow the below steps to ensure your subscription has been cancelled:
  
  1. From your Shopify admin, go to Settings > Plan.
  2. Click Deactivate store.
  3. If applicable, then review the options to switch to the Pause and build plan, or start a new store.
  4. If you still want to deactivate, then click Deactivate store.
  5. Select a reason for the deactivation, and then click Continue.
  6. Enter your password, and then click Deactivate now.
  
  Kind regards,

  Zeljka | Support Lead
  
  

  
  

  Customer Answer

  Date: 21/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because this store has been inactive and deactivated for some time now. 
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 22/02/2024

  
   
  Complaint: 20948365
  
  I am rejecting this response because this store has been inactive and deactivated for some time now. 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 27/02/2024

  Hi Chochez,

  Please note that this very much resembles to the subscription not being cancelled on your side. In the instance of the subscription being cancelled, there would not have been any instances of any new charges. 
  
  Please ensure the below steps are followed:
  
  1. From your Shopify admin, go to Settings > Plan
  2. Click Deactivate store
  3. If applicable, then review the options to switch to the Pause and build plan, or start a new store
  4. If you still want to deactivate, then click Deactivate store
  5. Select a reason for the deactivation, and then click Continue
  6. Enter your password, and then click Deactivate now
  
  Given that this is a public platform, I am not at liberty to discuss any further details for security resons.
  
  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 27/02/2024

   
  Complaint: 20948365
  
  I am rejecting this response because:They keep saying I havent cancelled and I have cancelled. I dont know what the issue is but *** had to change my bank account and I will never deal with this company again. Even tho I have cancelled, please cancel if you say I havent. You keep trying to get into my account and none of this is authorized 
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:04/12/2023

  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.

  Hello, I am filling a claim. Shopify has stolen over 13 thousand dollars from my sellers account my account was falsely taken down (Email: ********************* I waited the 90 days for the review to be up and when it was they claimed I was going against tos and selling fake items which is completely false I sent them letters from all the companys I buy from and receipts showing that what I was selling was 100% authentic and legit. I need this money released to me as there is no legal way which you can hold onto this money that I earned. Please make this right and help me get my money back.I will be going to the police if I do not get my money. I have all proper paperwork and submitted a file with all the information you asked for and I see the shopify worker never opened the file it would have shown if someone opened it. So they didnt even look over the information I submitted. If I do not receive this money I could lose my house I did not violate any TOS and I never caused harm to buyers because I never sold anything that was fake. I was promised an interview where someone would go over my proof of authenticity and nobody ever did they just stole my money. My money was supposed to be release 180 days after the account shut down so mid to late December now they are pushing it back till February ****. This is completely unfair skyland-****-2.myshopify.com

  

  Business Response

  Date: 04/12/2023

  Hello ******,
  I am writing to provide you with additional information regarding the appeal you submitted.
  
  Account holds are common in Shopify Payments accounts and can occur for various reasons. These holds are specific to each account and may be due to information requirements, incorrect bank account details, or product eligibility issues. To understand the specific terms and policies, it is recommended to review the Shopify Payments Terms of Service and Shopify's Acceptable Use Policy for each country. To learn more, please visit our Shopify *********** page on Shopify Payments account holds.
  
  If you have any questions or concerns regarding this matter, I kindly request that you refer to your email from our Shopify Trust and Safety team with the Ticket ID: ************************************, that has been created for your case. Our dedicated team will provide you with the necessary guidance and support.
  
  We appreciate your concern and recognize that this is a difficult situation. We are committed to ensuring a fair and secure environment for all parties involved. Thank you for your attention to this matter. 
  
  Regards,
  Shopify

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20944804
  
  I am rejecting this response because:Hello, I am filling a claim. Shopify has stolen over 13 thousand dollars from my sellers account my account was falsely taken down (Email: ********************* I sent them letters from all the companys I buy from and receipts showing that what I was selling was 100% authentic and legit. I need this money released to me as there is no legal way which you can hold onto this money that I earned. Please make this right and help me get my money back. I will be going to the police if I do not get my money. Again I have all proper paperwork and submitted a file with all the information you asked for and I see the shopify worker never opened the file it would have shown if someone opened it. So they didnt even look over the information I submitted. If I do not receive this money I could lose my house I did not violate any TOS and I never caused harm to buyers because I never sold anything that was fake. My money was supposed to be release 180 days after the account shut down so mid to late December now they are pushing it back till February ****. This is completely unfair I talked with support and they said they would release my money (Ill attach an email where they said they would) and now I havent gotten the money yet even though they said and promised they would. This is against ******** labor law as you acknowledged the fact that I would receive my payout but now you are withholding my money. So if I do not receive my payout I will Be filing a claim with ******** skyland-7369.myshopify.com Store Name : Skyland
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/12/2023

  Hello ******,
  
  I hope this email finds you well. I wanted to provide you with an update regarding your recent case, which I have discussed with our Trust & Safety team.
  
  After careful review, the team has decided to issue the remaining amount of your payout. They are currently in the process of finalizing the transaction and will be contacting you shortly to inform you of the details.
  We appreciate your patience throughout this process and apologize for any inconvenience caused. If you have any further questions or concerns, please don't hesitate to reach out to our team.
  
  Thank you for your understanding.
  
  Best regards,
  Dakota 
  Shopify Operations

• Initial Complaint

  Date:01/12/2023

  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 unable to access my account due to getting a new phone and no longer having access to the number they are trying to send a verification code to. This is significantly interfering with my ability to do business. I have had no success resolving this issue as they have no customer support

  

  Business Response

  Date: 02/12/2023

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your inability to login to your account. Because we will need to discuss private information about your account, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  All the best,
  *****