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:30/11/2023

  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.

  Hi reached out to customer service chat support online today because I am not able to log into my account because two step verification is active I recently changed my phone number, and when I tried to log into my account, the verification code is going to the previous phone number and that number is no longer in service so I have no access to that previous number. I spoke to customer service chat and I was informed that if I was able to log into my account, hypothetically speaking, it would take a few seconds two minutes at the most for me to update phone number, billing information, or any other information on the account and will be updated immediately but because Im not able to log in I reached out to customer service and customer service tells me I have to wait 24 hours to three days possibly longer just to do something as simple as add a phone number I dont understand why it would take that long for customer service to do it but if I was logged in and it will be updated within seconds or minutes and all this time Im waiting for customer service to fix my website where I can publish it and also update phone number that could be time. I could be already logged into my account and add products to my store and market and advertise my business, and make money but I am losing money, so I will be using godaddy.com. They have a 24 hour customer service number so you can speak to someone immediately right away and not have to wait 24 hours to three days or longer just to update a phone number doesnt make any sense why it should take that long. It shouldnt even take 40 minutes because representative told me if I was able to login it would only take a few minutes or seconds. I have two kids I have to feed and bills I have to pay I cant sit around and wait for support and be losing money, so wow customer service its taking their sweet time I can have my products added to a godaddy.com hosting site and already marketing and promoting products and making money.

  

  Business Response

  Date: 04/12/2023

  Hello ****,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you feel your support journey could have been better. 
  

  I would like to expand on a couple of points that you discussed on your support tickets. The security of the platform and the security of your store and logins to that account are paramount at Shopify. We use every measure we have to ensure that your account remains as secure as possible. These measures include Two Factor Authentication which only our escalated team of advisors have access to. This means that only the escalated team can make changes to that specific information. Our Support Advisors escalate requests to our escalated team and these requests are actioned. Escalation paths take a little longer which we feel is allowable to keep your account as secure as we can. 
  

  *** from the escalated team has reached out to you on ticket number - ********. You can reply to that email and work directly with them to regain access to your account. 
  

  I hope this has been helpful in clearing up any misunderstandings. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:30/11/2023

  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 has put our payments account on hold and withholding thousands of dollars. Our hard earned money. They won't give us a reason, nor will the disclose information regarding anything.

  

  Business Response

  Date: 30/11/2023

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this situation has been less than ideal for you and as such 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:30/11/2023

  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.

  Hello. Shopify has held over 5 thousand dollars from me. They will not tell me when I will get it, I have tried numerous times through support and they say they will get back to me. It has been 4 months. Let's get it moving Shopify. Enough of being a criminal.

  

  Business Response

  Date: 04/12/2023

  Hi ****, 
  My name is ****, I am a Support Lead here at Shopify. I hope you are well. 
  

  Thank you for your information provided in this complaint, I have reviewed the issues experienced and can see that our Risk team has been in contact with you regarding the banking hold placed on the funds. I have asked for additional detail and due to the public nature of BBB, I have sent this information to your email in a new ticket. 
  

  I look forward to working with you on this, 
  **** | Shopify Support 
  

  
  

  Customer Answer

  Date: 11/01/2024

  Hello. Shopify is currently withholding $7,300.00. When I first reached out through the BBB complaint they were very responsive. Now that the pay day has come and it is on the 13th of January, they will not get back to be regarding WHICH bank account, WHEN it will be paid, and if it can be expedited by a day so that it is not caught during the federal holiday weekend. I have waited 6 months for this money and would like it to be in my account asap. I need a response, I need active communication, and more importantly I need my money.

  

  Business Response

  Date: 11/01/2024

  Hi ****, 

  **** here, from Shopify Support. 

  Thank you for your response to the recent bbb complaint, as discussed in the open ticket we have, the payout is set to release at its designated time. The account information and timeline has been relayed within that open ticket. 

  Kind regards, 

  **** | Shopify Support

• Initial Complaint

  Date:30/11/2023

  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 am getting a recurring charge of $1.00 on my credit card from Shopify (11/7, 10/10). I never heard of this company. There is no working phone number and customer support was useless. I want these charges to stop and reimbursement.

  

  Business Response

  Date: 05/12/2023

  Hi, ***********
  
  It sounds like youve run into some issues around unknown and unwanted charges. We have processes in place to assist people with unwanted charges from Shopify they dont recognize.
  We arent currently offering phone support, but you can still reach out to our Support Advisors to get help on this.
  
  Usually, our Support will ask you for some information about the payment method and how the charges appear on your statement. When someone is unable to show they own the store that charges are coming from, well ask for some information that shows they own the payment method used for billing instead. The owner of a payment method will always have the right to request we stop charging it, so if someone is using your information fraudulently, that will give us the needed authorization to remove that method of payment from our system.
  
  Once we have that information, it then gets passed to our Billing specialists, who can use it to track down where the charges coming from. Once the source is identified, we can work on stopping the charges and move to helping you with your refund request. 
  
  To reach Support where they can help you, head over to our *********** page using the link below:
  ************************************************************************************
  
  If you run into difficulty with that, feel free to reply and let me know. If youve already spoken with Support but not had a resolution, you should have received a ticket number in your email inbox. If you share that ticket number with me, I can follow up on it and ensure its in the right hands to help you out.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:28/11/2023

  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've been working on this shopify store for sometime now. I never signed up for shopify payments or shop pay and shopify added this onto my account without my permission. Some customers made payments with shop pay but the money is no where to be found. They used an account that has been closed for years and taken off of my shopify for payout deposits but I'm not even sure if the money was really sent there. Like I said the account was closed so the money would go back automatically to them. They wont speak to you by phone only online chat that can only "send a note" to another department deffering the problem. I get a message today from someone but they arent event responding to my issue its just a general answer about names on bank accounts having to match and that isnt even my issue mine is about the account it was send to and where the money is. The payouts went out already. Not they have stopped responding to my messages and blocked me from chatting.

  

  Business Response

  Date: 28/11/2023

  Hi *******,

  My name is *****, Im an Operations Lead at Shopify and Ill be happy to help you today.

  Generally speaking, if a bank account being used for payouts is closed or otherwise unable to receive a payout, the payout will fail, and we will need an updated bank account in order to re-try the payout. If the payouts have not failed, you may need to speak directly to your bank who can help you locate the payouts.

  However, in order to look further into your request with store specific information, Ill just need some additional information about your store. Due to the public nature of the BBB, we are unable to discuss sensitive account information here. In that regard, I have created a ticket (# ********) and sent you an email, asking for some additional information related to your issue and store.

  I look forward to your response on that ticket, so that we can work towards resolving this issue together.

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

  
  

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20925277
  
  I am rejecting this response because: I spoke with the **** and they returned the funds 11/28 as all ****S do when accounts are closed. You have given me no proof that is hasnt been return but are burden me with proving the account is closed for an error your company closed. From a ****** search it shows this is something you all have been doing to alot of business and has become a scam that shopify accosts on to its customers. On top of all of this you are asking me to return funds that i never recieved. You have done nothing regarding my complaint but make blanketed statements. The person ***** you are referring to has no idea whats going on and has offered no solution but to pay more money and hopefully you will return the lost funds. I did not want to give you all my bank account in the beginning and i do not want to now especially for you to continue and steal money through ACH transfers without my consent. I hope the BBB makes you all unaccredited and stops the scam you are running on people. I will be reporting you in the US as well.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/12/2023

  Hi *******,

  Thank you for your continued communication. I would just like to clarify that we have not placed any kind of block on your ability to contact support. Currently, your tickets are with the correct escalated teams and we are actively engaged in assisting you. However, should you have any other concerns and are unable to contact support for some reason, please feel free to provide more information on our ticket (# ********), and Ill gladly help troubleshoot any support contact issues you are having.

  In regard to your Shopify Payments payouts, thank you for contacting your bank and letting us know that they had returned the funds back to us. As mentioned in ticket # ******** with our Billing and Payments Specialist, at the moment, we can see that two payouts have failed. This includes a positive payout, and a larger negative payout, tied to performing refunds. This means that currently, there is a negative balance on the account, owing to ********************. ***** has provided next steps in that same ticket for you to pay the outstanding balance.

  However, there is one final payout, the one tied to the Shop Pay Installments order (which are paid out slightly differently than Shopify Payments payouts). Currently, this payout is also showing as paid to your bank. We are currently in the process of contacting our banking partners to see if this payout has been returned to Shopify, but is not showing as such on our end. I will follow up with the result of that conversation in ticket ******** once we have heard from our banking partner, and any next steps available at that time, such as contacting your bank again, or adding a new bank account number to ******************** to receive any outstanding balance.

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

  
  

  Customer Answer

  Date: 27/12/2023

   
  Complaint: 20925277
  
  I am rejecting this response because: I spoke with ************** again where the money was deposited and they verified the money was sent back to you December 5th with trace ***************** yet shopify has not notified me, sent a refund, or credited my account. It has been a month and all I havent gotten from you all are excuses and denial.
  
  ***************************

  

  Business Response

  Date: 02/01/2024

  Hi *******,

  Thank you again for following up.

  As mentioned by *****, our Billing and Payments Specialist in ticket ********, as well as in my last email, there is currently a negative balance on your account, meaning that money is owed to Shopify, so there is not money to payout in reference to the orders using trace ID ***************. This is because during the time the payouts were sent to your old bank account and then returned to Shopify, you performed refunds to customers that were covered by Shopify, leaving a negative balance on the account. Instructions have been provided in ticket ******** should you wish to pay the outstanding balance.

  In regard to the Shop Pay Installments order (separate from the payouts above), we have confirmed with our banking partners that as of December 13, the payout with trace ID *************** has not been returned to Shopify. Similar to before, you can reach out to your bank, and provide the Trace ID/Reference number (18RSKOQVCLNO8V9) as well as the dollar amount ($77.78) to help them locate that payout. The bank may be able to pass the payout to you directly, or return it to Shopify, at which point you can let us know. If returned to Shopify, you will need to add a bank account to receive any outstanding payouts, as mentioned by ***** in ticket ********.

  Please let us know if you have any further questions about paying the outstanding balance, or if you are able to speak with your bank again regarding the one order mentioned above.

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

  
  

• Initial Complaint

  Date:27/11/2023

  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 created a Shopify account and never opened my online business. I closed the store and continue to be billed monthly. Shopify does not have any customer service support numbers. There are steps online to follow to stop being billed, which is to deactivate the store which I did. The company just has an automated email that continuously loops you back...there is no direct online chat..They say you can have a live chat if you have a store, which is not the case. Before I deactivated my storethe online support is just automated. So ultimately I'm being billed and cant reach anyone for customer support to resolve my issue or close my account.

  

  Business Response

  Date: 27/11/2023

  Hi *****,
  
  My name is ********, I'm a Support Lead here with Shopify.
  
  I regret to hear of the issues regarding your experience with the platform. Our customer support team consists of real people who are here to assist you. Whether you have access to your store or not, you can contact us by visiting the ************ Simply click on the following link: ***********************************
  
  Please remember that security is a top priority for us at Shopify. In order to ensure the privacy and protection of your account, we can only discuss sensitive information with the Account Owner listed in our records.
  
  To address your concern, I will be sending an email to the address you provided in this complaint. Once you receive it, we will be able to assist you further.
  

  Kind regards, 

  ******** | Support Lead
  
  
  

  
  

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20906308
  
  I am rejecting this response because:

  I have reached out to Gabi and have not gotten a response or cancellation of the store fees...My credit card continues to be billed despite the termination of my store several months ago. She claims you do not need a store to get support, which is not true and even with a store I was not able to get anything other then an automated system that just keeps looping you back. She responded to my complaint with a link which again is just an automated system with no live chat. I have also filed a complaint with my credit card, who have also been unable to get and customer support. If you look online this is not an isolated incident and many other customers are having a similar issue. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 28/11/2023

  
  Hi *****!
  
  It's ******** here, and I really appreciate your quick response.
  
  As I've mention to you, I couldn't find any store linked to the email address ****************** This means that you haven't been verified using this email. 
  
  In order to keep things moving, could you please reply to the message I sent you at ****************** Once we have that, we'll be all set to proceed in a safe manner.
  
  Kind regards, 
  ******** | Support Lead

  Customer Answer

  Date: 28/11/2023

   
  Complaint: 20906308
  
  I am rejecting this response because:

  I forwarded the email from the gmail account associated with the online store and have not heard back from Gabi.

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

  

  Business Response

  Date: 29/11/2023

  Hi *****,

  I wanted to thank you for your patience throughout the authentication process. 
  
  I have an update for you regarding the store linked to the email you provided. It seems that you're actually a staff member and not the Account Owner. Both accounts have your name, but they use different email addresses.
  
  To move forward, please take a look at your email inbox for the next steps on the email #********.
  
  Kind regards!
  ******** | Support Lead
  

  
  

  Customer Answer

  Date: 29/11/2023

   
  Complaint: 20906308
  
  I am rejecting this response because:

  the issue is still not resolved
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2023

  Hi *****!
  
  We sincerely apologize for any inconvenience you have experienced with our services. As a business, we understand the importance of supporting our customers and providing accessible customer service.
  
  We have reviewed our records and it appears that your store was never deactivated, which is the reason you keep receiving the charges. We have taken the necessary steps to close your account and stop any further charges.
  
  If you have any further questions or concerns, please refer to your email inbox and do not hesitate to reach out. Otherwise, I consider this case closed.
  
  Regards,
  ******** | Shopify Support Lead |
  
  
  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I closed my store Sept 22 and provided them confirmation. Although they agreed to refund the fee for November...they expect my credit provider to cover the charges for Sept and October that they charged for an account that should have been closed. I also want to make sure that the BBB is aware that this company has not customer support despite their claim of email and live chat 24/7. This was the email from today..and the only help option is an automated system that is just a continuous loop...

  
  
  Hi *****,
  Thanks for contacting Shopify Support!
  A support ticket has not been created.
  We are changing how we best support you. As part of these changes, ********************************** no longer accepts incoming messages, this includes when you reply to a support ticket after it has been closed.
  Our Help Center is the best source on everything Shopify and the fastest way to get help from our Support Team. There you can continue your conversation by opening a new ticket in a number of channels.
  Weve been working hard to improve how you get help from Shopify Support. By contacting us via the Shopify ************ you have access to suggested resources as well as a number of time-saving steps like pre-authentication that will allow us to tailor your support experience.
  Trouble logging in or authenticating for your store
  Please first try resetting your password. Follow this step by step guide or get help from our Support Team.
  We look forward to hearing from you!
  Shopify Support
  
  Regards,
  *****
  
  
  
  From: Gabi H. (Shopify)<**********************************>
  Sent: Friday, December 1, 2023 6:57 AM
  To: jmcluckey <********************>
  Subject: Re: Response to a BBB Shopify Complaint #********

   

   

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

  

  Business Response

  Date: 05/12/2023

  Hi *****,
  
  We apologize for any inconvenience you've experienced with our services. Our Support Team is available 24/7 via email and chat support to assist our merchants, regardless of their store access.
  
  We have processed a refund under your name for the most recent invoice in November 2023. You can expect to see the credit in your account within 5 to 10 working days, depending on your bank's processing time.
  
  I also wanted to inform you that since you filed a chargeback, you will be receiving the funds back from the credit card provider for the other two invoices in September and October. This is because the money you paid is no longer with Shopify.
  
  If you have any further questions or concerns, please refer to your email inbox and do not hesitate to reach out. Otherwise, I consider this case closed.
  
  Kindest regards,
  ******** | Shopify Support Lead |
  
  

• Initial Complaint

  Date:22/11/2023

  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 11/18/2023, I placed an order at Bambu Lab US #us2427723858 using Shop Pay. During checkout, a banner at the bottom told the page indicated that I would get 1% Shop Cash but I didnt end up receiving any.On 10/19/2023 I contacted Shop Pay customer service but the agent *** provided incorrect/misleading information and refused to provide credit in 2 back and forth conversations.

  

  Business Response

  Date: 28/11/2023

  Hello ******,
  
  This is ****, an Operations lead here at Shopify.
  
  I understand how important this is for you, I would be taking a look at this and just emailed you to ask some additional information to move forward. The ticket number is: 43899331
  
  Best,
  
  **** | Shopify Operations Lead
  

  Customer Answer

  Date: 28/11/2023

   
  Complaint: 20904781
  
  I am rejecting this response because: I have received an email from **** and provided the requested information (email address, existing ticket number)
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/12/2023

  Hello ******,
  
  This is ****, an Operations lead here at Shopify.
  
  I have replied to your email (ticket ********) with additional information regarding your request.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20904781
  
  I am rejecting this response because: Shop app promised a 1% cash back when I made the purchase, which I looked forward to, so I made the purchase.  After the purchase, Shop app does not provide the 1% cash back as promised.

  They simply decided their promise is in error despite me providing a screenshot of my checkout flow.

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

  

  Business Response

  Date: 12/12/2023

  Hello ******, 
  

  ****** here, an Operations Lead at Shopify. 
  

  Thank you for your response. I have reached out to you on ticket ******** with additional information regarding your request. 
  

  All the best,
  ****** | Operations Lead - Shopify
  
  

• Initial Complaint

  Date:21/11/2023

  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've started my shopify store around January of 2023 or December 2022. I've been faithfully paying the $42.12 monthly for my store, even though I haven't logged in due to little knowledge of how to work the store. However, I'm unable to log in due to being inactive for the past few months. Tried to email and get help but have not gotten any or heard back from support. I contacted them on X/Twitter but no help. It wasn't until my card being declined, they've threatened to close my store.

  

  Business Response

  Date: 21/11/2023

  Hi ******,

  My name is *****, and Im an Operations Lead here at Shopify.

  Due to the public nature of the BBB, we are unable to discuss sensitive account information. I have created a ticket (# ********) and sent you an email asking for further information regarding the issue and your store, so that we can work towards resolving this issue.
  
  I look forward to your response on ticket # ********.

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

  
  

• Initial Complaint

  Date:21/11/2023

  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.

  hello, so this is an eCommerce store company, i have spend money promoting my online Store, and they randomly close some of the Accounts due to their "AUP Breach" which it never actually does and then they ask you for Utility ***** ******** documents (im running as individual) and i am not giving them anything. Plus they take fees and money from upgrading Plan account and yet they still Ban our accounts due to "AUP Breach" again which really did not happen anything. I also got sales and customers pays money for their order but now i cannot fulfill it. They never really read their email this is why im here and looking for another way to fix this issue.

  

  Business Response

  Date: 27/11/2023

  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. If you have a store which has been shut down for AUP violations, you should have received an email from one of our specialist teams that you can reply to with your specific questions and your request to appeal the decision. This email usually has a ticket ID consisting of an alphanumeric string.
  
  It sounds from your complaint that the specialists working on your case have requested some documents from you, but due to being a new business run by an individual, you dont have all of the information requested. If thats the case, your best way forward will be to reply to that ticket, explain why you do not have these documents, and ask what alternative documents you can submit instead.  
  
  In most cases, it will take a few business days for the specialists to reply to inquiries emailed to them. Let us know if you have any further questions around this.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20899222
  
  I am rejecting this response because: 

  i already send and explained why about the documents and yet the chose to mark my dropshipping business due to "high risk"  and they will not reopen my store. All those reviews accounts are not being manually checked and just some automated AUP violation email they send.

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

  

  Business Response

  Date: 27/11/2023

  Hi, ***************
  
  I can assure you that all email replies to tickets of this nature are read by highly trained human support specialists, all appeals to rejections are reviewed manually, and all replies are sent manually by those specialists.
  
  Please note that for security and privacy reasons, specialists are unable to divulge specific details around their reviews and investigations.
  
  In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to reject businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why 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.
  
  I recognize that you might find the level of detail around the closure unsatisfying, but this is not due to any automated process. Any response and documentation submitted is fully reviewed by the appropriate specialists, and replies sent to you in that ticket are sent manually by the specialist assigned to your case.
  
  Best,
  ************** | Support Lead
  
  

• Initial Complaint

  Date:19/11/2023

  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'm trying to cancel my subscription. And I am doing it on the day it would renew. But they're telling me that I need to pay for a full month before I can cancel.

  

  Business Response

  Date: 19/11/2023

  Hi *******,
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your Shopify account you wish to deactivate.
  
  Due to the public nature of the *** 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