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:16/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've been a customer of ******************** for over 10 years. When we first set up our website, we did so with the understanding that there was a customer service assistance (by phone) to ask questions. Fast forward to now. Shopify has no contact number to get issues resolved. We are a small mom/pop shop that doesn't have many online orders. Therefore, we login when we have an order. The last few times I attempted to login, I received an error message stating I had to receive a code to the email address on file. Problem is, my email address changed. So after combing their site, I finally found the chat feature. Sent a chat that I needed to change my email address and that it was imperative that this issue was escalated because I had received notification that we had an order to fill. That was 2 days ago. I still have not heard anything from Shopify. I attempted the chat feature again yesterday and wasn't even able to start a chat! This is unacceptable! There is no way ever that I would have started a website for my business that has no way to get in touch with anyone. Why am I unable to login to my account, but ******************** has no issue accepting our monthly payment? Yet, not allowing us any access to anything...nor anyone responding to our requests. Beyond frustrated. Do Better!

  

  Business Response

  Date: 22/11/2023

  Hi ********,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experinece regarding Shopify, however, I regret to hear of the unsatisfactory level of service. Upon taking a closer look, I was happy to note that the issue has been successfully resolved, and no further action on the matter is needed.
  
  Should you have any further queries, please reach out to Shopify Support.

   

  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:15/11/2023

  Type:Sales and Advertising 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 was looking to start up an online store and not knowing how to proceed, I registered with Shopify mainly because of the name and popularity.
  I had a very difficult time with understanding their website so I cancelled my account with them but my credit card has been charged.
  I have been back on their site, without a membership, and there is no way to speak to someone unless you're a member. I certainly don't want to reinstate my account and get charged again.

  

  Business Response

  Date: 15/11/2023

  Hi ***,

  
  **** here from Shopify support. It sounds like you may have more than one account open with us. Please head to our Store Recovery page -- ******************************************** -- and enter in your email address. You will then receive an email with a list of all Shopify stores associated with that email address. 

  
  Logging in to access each of them will tell you if they have an active subscription or not, and thus whether they could be the cause of the charges you’ve seen. Reaching out to our team while you’re logged into the store will help with the security requirements for discussing charges on your account/s, too. Once you’re able to login, use this page to contact the team: *****************************************.

  
  Once you’ve reviewed the situation together, our team can guide you through the steps in our deactivation guide -- *************************************************************************************** -- to close the store/s. Once the store/s are closed they will look at the next steps regarding the unexpected charge.

  
  If you run into any issues with the store recovery process you can use the “can’t log in to store” option to reach our support team without logging in. 

  
  Warm regards,
  **** **
  Shopify Support Lead
  

  
  

  Customer Answer

  Date: 16/11/2023

  
  
  Complaint: 20875838
  
  
  
  I am rejecting this response because:

   

  i have carefully followed each step from the response and it has only taken me around in circles. When asking to speak to a live person from the virtual help center, it gives instructions to click "i still need help" but that wording doesn't exist on the page or it wants me to find another page? Im currently on Shopify Help Center. Is there a Help Center Assistant chat somewhere obscure? Why must this be so complicated?

  All I want to do is deactivate my account/s, get the charges reversed and go on with my life. 

  Please help with clear and concise instructions that don't send me in many different directions.

  Thank you. Your help and support will be greatly appreciated.

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

  

  Business Response

  Date: 21/11/2023

  Hi ***,

  I’m sorry to hear that the help center looped your request without referring you to chat with our team. I’ll pass on the details of your experience to the team that maintains it; hopefully we’ll see some improvement as a result. 

  Since chatting with our team isn’t working out as an option, I’m going to email you directly at the address you provided with the complaint so we can work together to get this resolved. 

  Talk soon,
  **** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 22/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20875838, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20875838
  
  I am rejecting this response because:I'm here again regarding my original complaint against Shopify. To give you a quick summary, I was in the $1 per month trial period and was charged $1.13 on 10/16 and 10/29. On November 11, I was charged $393.53 I accepted the resolution from someone named ***** who would be in touch to discuss and resolve the issue. I have not heard from her and when I go to the site to *********, I end ** in the same situation as before. I should also mention that I have since been charged another $1.13 in November. It is obvious that I'm still technically in the trial months. I would like the $393.53 returned.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/12/2023

  Hi ***, 
  
  Thank you for your response. As per our discussions via email we will get this resolved for you shortly. 
  
  Kindest Regards
  
  Jef - Shopify Support Lead
  
  

  Customer Answer

  Date: 06/12/2023

   
  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:13/11/2023

  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.

  On July 6th we got an a online order from Customer ******************* from *** using Amex card & was shipped On Aug 30th Customer reached back that he feels he need better lenses (more superior than he selected online) After several emails customer intended he doesn't wish to pay for difference of lenses and was informed that he reached after the exchange period Customer submitted to Amex he don't remember purchase charged in his card. After we submitted the purchase proof customer then open an general chargeback and we provided all proof through shopify and Amex took customer side without any explanation.After calling **************** they refuse to refund same as they said comet through shopify and shopify is saying reach amercian express I want my refund as this is not acceptable

  

  Business Response

  Date: 16/11/2023

  Hello *********, 
  

  My name is *****, and I am a Support Lead here with Shopify. I am sorry to hear about your issues with the chargeback process. 
  The chargeback process itself is controlled by the Credit Card Companies or **************** that own the card the purchase was made on. These banks instantly remove and hold the funds once a chargeback claim is filed which Shopify must follow. The only involvement we have in the process is to create a portal to allow our Merchant to submit evidence against the chargeback. The **************** for the Credit Card Companies then review the case and decide on the outcome. 
  

  Shopify has no vision or control over any aspect of the chargeback process. We have created fraud filters and other tripwires through the order cycle to try and mitigate any potential instances of fraud or chargebacks to our Merchants although these can still occur. After a Merchant submits their evidence, it is the Banks that decide on the outcome and not Shopify. 
  

  I understand this may not be the answer you are looking for although the current process is the only process the banks have and must be followed. If you have any future questions or issues with your store, our Support Advisors are on hand to help 24/7.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 16/11/2023

   
  Complaint: 20865616
  
  I am rejecting this response because:

  I will accept the outcome if it is on my fault, in this case all I wanted is they can open and case with Bank that store is not accepting the decision and would like to know why this was gives in favor of customer in "general" catagory I would like to know the reason. 

  As per law simply they cannot refuse it without any reason, If as a store we are giving reasons 

  1 The return/exchange was not in 15 days as per our policy (customer approached after 45 days for return/exchange or to upgrade)

  2 Customer order was shipped as per their order and selection and on time.

  3 Customer confirms he received items and used it for 45 days

  So bank should give reason why they favored customer and Bank response to us is they cannot share or open an investigation or this chargeback case on our request, they clearly said Shopify has to reach to them for this request as merchant account is of ******************** and now if Shopify is not even willing to open an investigation that sounds unfair and unacceptable 

  Either Shopify should open an investigation with **************** and ask for reconsider or reason to give in favor of customer or ********************** should give reason why they cannot open and investigation

  Thank you

   

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

  

  Business Response

  Date: 20/11/2023

  Hello *********, 
  

  ***** here again from Shopify. Thank you for sharing your thoughts on this. 
  

  The chargeback process is not controlled in any way by Shopify. We do not have any insight or have any involvement in the process other than creating a portal for our Merchants to submit evidence directly to the banking partners of the customers credit card. 
  

  We have created an extensive *************** document to help guide our Merchants in the process and give helpful tips on how to avoid chargebacks as well as what can be done to help give as much evidence as possible to win the case. 
  

  I am aware that the chargeback process can cause frustration for our Merchants and perhaps in the future the Banks and Credit Card companies may adjust it but for now it is all we have to work with. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 20/11/2023

   
  Complaint: 20865616
  
  I am rejecting this response because: Not satisfied with answer

   

  So technically you are saying, that you cannot open an investigation or make Amex answerable and legally business has no right to fight for wrong decision. Because in this case Amex is asking me to ask Shopify to open investigation as they have dedicated team to deal with Shopify and if Shopify is not taking any action to ask Amex I will end up losing my money. Do you see this justified that they are willing to respond but Shopify is not willing to contact them .
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:13/11/2023

  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.

  We recently encountered an issue regarding a refund for a theme transfer on Shopify. The original agent, **** (#********), assured us that the refund would be processed directly to the payment method on Shopify. However, she did not specify which Shopify account or card on file would receive the refund.Based on this assurance, we proceeded with the theme transfer, expecting the refund to be credited to a specific account. Unfortunately, the refund was issued to a closed card associated with a bank account under bankruptcy, making it impossible for us to access the funds. As a result, we incurred an additional expense of $350.Our contention is that this situation arose due to a lack of clear communication from Shopify about where the refund would be directed. We were under the impression that our other store would receive the refund on a different card. Had we known that the refund would go to the closed account, we would not have proceeded with the purchase, as we knew we couldnt retrieve the funds from that account.We are now requesting Shopify to compensate us with $350, which represents the additional expense we faced due to this miscommunication. Unfortunately, their responses have been focused on policy rather than addressing the root cause the failure to provide clear, specific information about the refund process. We believe Shopify should take responsibility for this oversight.

  

  Business Response

  Date: 16/11/2023

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear about the difficulties you have encountered while trying to get your theme onto your store. 
  

  Purchased themes from Shopify fall under the category of digital goods. This means they cannot be refunded or transferred. We categorize them this way as once a theme is purchased the entire digital file including the code is transferred directly to the Mechant which ultimately means that the Merchant has the full complete file which cannot be guaranteed to be returned without being copied. 
  

  When we refund an invoice, we can only refund the original payment method. We have no insight into where the account is or the status of the account itself. I do understand that this may not have been expressed clearly but it is the standard process. We cannot refund another account when we have already refunded the original invoice. 
  

  We do want to help and although we cannot give you a direct refund I can offer a once off one month subscription credit to help ease the impact as a goodwill offering. This subscription credit will go towards some future invoices so you can have a month on us! I hope this can help us move forward in a productive manner. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 16/11/2023

   
  Complaint: 20865556
  
  Dear *****,
  
  Thank you for your response and for acknowledging the challenges we have faced with the theme transfer and subsequent refund process on Shopify. While we appreciate your offer of a one-month subscription credit, our situation requires a more fitting resolution.
  
  The crux of our issue lies not in the policies surrounding digital goods but in the communication gap regarding the refund process. We proceeded with the theme transfer based on the assurance given by your agent that the refund would be credited to our Shopify payment method. Unfortunately, there was no clarity provided about which specific account or card would receive the refund. This led to the refund being sent to an inaccessible, closed account, causing us to incur an additional expense of $350, which we would not have faced had the communication been more explicit.
  
  Given these circumstances, we are seeking a resolution that covers the entire cost of the theme the expense that arose due to the miscommunication from Shopify's end. While we understand and respect Shopify's policy regarding digital goods, our request is for compensation for the direct financial impact caused by this specific oversight.
  
  The one-month subscription credit, though appreciated, does not align with the nature of our loss. We are kindly asking for a resolution that acknowledges the full extent of the inconvenience and financial burden placed upon us. We believe that compensating us with the $350 will not only address our immediate concern but also demonstrate Shopify's commitment to customer satisfaction and rectifying situations caused by internal miscommunications. If that means you credit us enough months of free membership to cover that $350, that would suffice. 
  
  We look forward to a mutually agreeable resolution and continuing our business relationship with Shopify.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 17/11/2023

  Hello *****, 
  

  ***** here again from Shopify. Thank you for sharing your thoughts. Let me clarify further. 
  

  Shopify operates a no refund policy. As you were transferring your Theme from one store to another this was taken into account and the previous theme was refunded. I have read through the tickets and there was no miscommunication as to the refund. Our Billing Team advised that the refund was made to the original invoice. We do not have any insight as to the status of a bank account or credit card used on your Shopify account. Following industry standard the refund was made to the original payment method used to pay for the original theme. Our Refunds Help Documentation states that a refund cannot be given to a card or account that differs from the original payment method.
  

  Given that we will not be in a position to process any further refunds, we are now considering this matter to be closed. I have applied the subscription credit which you can see under your billing settings. If you have any further questions in relation to your store set up you can contact our Support Channels 24/7.
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/11/2023

  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 keeps attempting to charge my card for $128 for a *** system that I cancelled as I thought it was part of free trialThe website and customer support are NOT user friendly. They have no direct chat or customer assistance. I Cancelled *** and want then to STOP attempting to charge my card. They will not let me cancel with them at all as of now due to a balance that should not be there, which means they may keep adding on additional months for something I do not want or need! I did not even use the *** or completely set up anything on the site as it was a trial that does not work for me at all at this time. Please help!!!!

  

  Business Response

  Date: 17/11/2023

  Hello Shianne,
  

  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your POS Pro subscription. 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 in further detail.
  

  Thank you,
  ***********;
  

  
  

• Initial Complaint

  Date:11/11/2023

  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.

  Dear Better Business Bureau,I trust this message finds you well. I am reaching out to you with an urgent matter concerning my Shopify store. On November 1, my store was unexpectedly deactivated, and I promptly submitted all the requested documents to rectify the situation.Despite having provided the necessary documentation, it has now been 10 days, and my store remains inactive. This predicament is particularly concerning as I have active orders that need fulfillment, and there are pending funds in my account.I understand the significance of adhering to Shopify's policies, and I appreciate the need for a thorough review. However, the prolonged inactivity of my store is adversely affecting my business operations and causing delays in serving my customers.As a responsible merchant, I have always strived to comply with all Shopify policies, and I am committed to addressing any concerns that *** have led to the deactivation. I kindly request your assistance in expediting the review process and reinstating my store at the earliest possible time.I have attached again all documents. The active orders on my account and the pending funds are crucial to the continued operation of my business. I am more than willing to provide any additional information or clarification necessary to resolve this matter promptly.I understand the Better Business Bureau's commitment to fair and ethical business practices. I am hopeful that with your intervention, my case can be expedited, and normal operations can resume swiftly.Please consider the urgency of this matter, and I am available at ********************** to provide any further details or clarification required.Thank you for your prompt attention to this issue.

  

  Business Response

  Date: 17/11/2023

  Hello ********,
  

  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify account. Ive taken some time today to review your information, and I can see that our Trust and Safety team has been in contact with you on Ticket ID: ************************************. 
  

  Should you have any further questions regarding your case, please respond to this ticket as it's the most effective way to get answers from the team handling your specific concerns. It does appear that this case was resolved within their most recent email on November 15th, 2023.  
  

  Thank you,
  ***********;
  

  
  

• Initial Complaint

  Date:07/11/2023

  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 recieved a promotion for the shop app and recieved $5 in shop cash. I went to use it on an item from a shop and the total was $10. I KNOW i selected use shop cash because my balance appeared as $5 and I entered my credit card for the remaining balance. The app is very stupid and still proceeded to charge me full price even though I selected shop cash. Of course, now Shop wont assist me at all and is basically telling me to pound sand. They tell me to contact the individual shop about it? I did and they confirmed its an issue on Shopifys end, not theirs. They will NOT assist me! And now my shop cash is expired! I only signed up because I thought I was getting a discount. Clearly, this is their intent. To scam people out of their money with this switch and bait technique. All I want is my $5 refunded and to never have to deal with this scammy app again!

  

  Business Response

  Date: 08/11/2023

  Hello ****,

  
  My name is *** and Im a Support Lead at Shopify.

  
  Thank you for sending this complaint through to us. I can recognize how frustrating a situation such as this can be and I shall be reviewing your order to determine what has occurred. 
  Due to the public nature of the BBB I am unable to discuss order specific details. I shall email you at the email provided on this complaint to gather some information and once this is completed Ill be able to investigate. 

  
  Warm Regards

  
  Jef - Shopify Support Lead
  

  
  

• Initial Complaint

  Date:07/11/2023

  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.

  Dear Shopify,I am writing to request your urgent assistance with providing me the necessary documents for my sales in 2019 from Shopify. I have been contacted by the *** auditing department and they have given me a deadline of one week to submit all the documents, otherwise I will face a penalty.I have tried to contact you several times in the past few weeks, but I have not received a satisfactory response. Here are the ticket numbers of my previous inquiries:Ticket #1: ******** Ticket #2: ******** Ticket #3: ******** Ticket #4: ******** Ticket #5: ******** Ticket #6: ******** The last time I contacted you, I was told that you could not verify my ID, but you did not ask me to provide any proof of identity to expedite the process. This has caused me a lot of stress and frustration, as the *** has been pressuring me to comply with their audit.I kindly ask you to prioritize my case and help me obtain the documents that I need as soon as possible. I am willing to provide you with any information or verification that you require, such as my IDs, business documents, and *** letters.Please reply to this message and let me know what steps I need to take to resolve this issue. I appreciate your cooperation and understanding.Sincerely,Dieu *********************

  

  Business Response

  Date: 14/11/2023

  Hi Dieu, 

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

  
  Thank you for making us aware of this issue. Due to the public nature of the BBB I am unable to discuss account details here. That being said, I have reached out via the email address provided in this complaint with more information. If you have any questions or concerns please respond to ticket # ******** directly. 

  Thanks, 
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 20/11/2023

   
  Complaint: 20836095
  
  I am rejecting this response for the simple reason that accepting it will close the file by November 23rd and ***** at Shopify has advised that it can take 30 days more to obtain my data. Therefore I would prefer to keep this file open until such time as my request has been fulfilled. Please see below for a more detailed update on the matter:
  
  Please be advised that I was contacted by Shopify and directed to WireWheels online site, in order to request my data. This was completed on the November 14th. ***** from Shopify then advised me that the process has started and can take up to 30 days, to complete. I will update you as soon as I receive an update from Shopify or Wirewheel, in order to complete this complete.
  
  Thank you for your kind cooperation in this matter.
  
  Sincerely,
  
  Dieu *********************

  

  Business Response

  Date: 24/11/2023

  Hi Dieu, 

  Ticket # ******** will be the best place moving forward to continue discussing this issue. I will keep that ticket open until this issue is solved. If you have any questions or concerns please respond to that ticket directly as I will not be able to discuss account details within this portal. 

  Thanks, 

  ***** | Shopify Support Lead 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 20836095
  
  I am rejecting this response because: 
  
  ***** at Spotify needs more time to resolve this matter. The first response did not include the LIST of customer data information that the *** is asking for, such as their names, addresses, and amount spent. It also did not show that most of the purchases were made by US customers. Shopify from Wirewheel failed to deliver this information the first time.

  Sincerely,
  
  Dieu *********************

  

  Business Response

  Date: 06/12/2023

  Hi Dieu, 

  You are correct that I am still working on your issue, and gathering the customer data that you need. I appreciate your patience during this time and will continue to update you via email. 

  Thanks, 

  ***** | Shopify Support Lead 

• Initial Complaint

  Date:07/11/2023

  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 GOT A SHOPIFY ACCOUNT LAST YEAR AROUND MAY AND DECIDED THAT I'D PAUSE SERVICES UNTIL I HAD MY BUSINESS ETC IN ORDER SO I THEN WAS ON THE $9 ACCOUNT TO HOLD THE SITE...HOWEVER AROUND JUNE/JULY I DECIDED THAT I WOUL DNO LONGER BE PROCEEDING WITH THE BUSINESS AND REQUESTED THE ACCOUNT BE COMPLETELY CLOSED. HOWEVER, THEY CONTINUE TO CHARGE ME FROM LAST YEAR TO PRESENT. THEY DON'T HAV A EASILY ACCESSIBLE PHONE NUMBER LISTED AND IT APPEARS THAT CHATTING IS ALMOST NON-EXISTENCE UNLESS YOU HAVE AN ACCOUNT WHICH AT THIS POINT I NO LONGER HAVE. AFTER SEVERAL ATTEMPTS, I FINALLY WAS ABLE TO PUT IN SOME GENERIC INFO TO GET THROUGH TO A REP AND THEY GAVE ME THE RUN AROUND STATING THAT I'D HAVE TO WAIT TO HERE FROM SOMEONE BY EMAIL AND AT THIS POINT I WANT MY MONEY BACK.

  

  Business Response

  Date: 14/11/2023

  Hi, ***************
  
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like youve run into some issues around unwanted subscription charges. I recognize the frustration you must be feeling and took some time to look into this for you.
  I can see that our Billing specialists have followed up with you in ticket ********, to assist you with your account closure and refund request, and this looks to be resolved. 
  
  If you have further questions around this, feel free to reply to that ticket and we will continue to assist you.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 15/11/2023

   
  Complaint: 20828131
  
  I am rejecting this response because: they were not cooperative in refunding all of money proceeding the months after the account was supposed to be closed. Their argument is what more I could have done and the reality is they make it nearly impossible to communicate with them. I had to find a work around just to get this conversation started. This company just wants to justify their unprofessional behavior.  I am sure there many others with the same complaints.  They go back and forth with enough for your time spent to exceed value of the refund with hopes that you stop responding. However,  in this case it will not happen. I will get more parties involved if need be. Especially,  since I have too much time spent addressing this!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 18/11/2023

  Hi, ***************
  
  I had a look, and I can see that our Billing specialists have assisted you in ticket ******** with your account closure and refund request. Merchants are responsible for the status of accounts they open, and once we received a request from you to assist with closure and a refund, you received assistance from the correct specialists.
  
  If you can provide further information on any additional times you contacted Support for assistance with closing the account, Ill be happy to review those for you. If you can provide some evidence to indicate you reached out previously with a request to close the store, we can revisit your request for further refunds.
  
  Ticket numbers (which are automatically generated every time someone contacts our Support and sent as a reply via email) are best for this, but if you cannot provide ticket numbers, the dates of when you contacted Support and what email address you used for the interaction will be sufficient for me to investigate further. It would be best to provide this information in a reply to ticket ********, to ensure the new information is visible to our Billing specialists.
  
  Without new information, however, we consider this matter to be resolved.
  
  Best,
  ************** | Support Lead
  
  

  Customer Answer

  Date: 20/11/2023

   
  Complaint: 20828131
  
  I am rejecting this response because: I have invested enough time in this situation already. I have provided needed info more than once prior to thus complaint.  If I have to do it again I will be having someone else handle this issue for me which will result in fees that you all will eventually have to reimburse me for. I know you all are used to people washing their hands in these situations because you know that the time and amount of refund are not equal. However,  I will not be taken advantage of financially and experience distress in this situation with going back and forth with you all. I'll let someone else handle it because this is ridiculous. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 27/11/2023

  Hi, ***************
  
  Due to our strict privacy policies, we can only move things forward where we can verify information, and are extremely limited in what information we can relay via the BBB portal. I recognize that can be frustrating, but it is ultimately out of respect for your privacy and intended to protect your personal data.
  
  As it stands, once we received a request from you to assist with closure and a refund, this was sent to our Billing specialists and you received support with that. We have also offered to reopen your request if you can offer any new details not provided in ticket ********. We cant assist you any further with this without new information, and we cant offer further assistance in a public forum like the BBB.
  
  If you would like to provide more information in ticket ********, I can provide those details to our Billing specialists and have your request for further refunds reassessed. To reiterate, wed need further information on any additional times you contacted Support for assistance with closing the account. If you arent willing to provide us the information we need in order to assist you further, we still consider this matter resolved.
  
  Best,
  ************** | Support Lead
  
  

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20828131
  
  I am rejecting this response because: you have all the information you need and you clearly care nothing about confidentiality or privacy because if you did you wouldn't continue to charge my card after canceling services!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2023

  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.

  Customer requested two items ********. The ******************** website labeled as possible fraud. After, receiving the funds from Sho Pay I ordered the two items. After, I provided the tracking number on 10.30.23 to the customer the following day the customer said they did not want the items because they were damaged.Then, Shopify begins sending me emails saying they are taking the full payment from my account, aggressively and consistent. I was scammed and frauded by a customer and then ******************** is spearheading the scam. They will not wait to review the evidence, they will not provide a person to speak or write with any authority. I am having the third party work even harder to track the items in the mail. The customer never responded. ******************** Support says they have no control, but it is their payment service that they put on the website when I created my website on their platform and they will not provide any contact information to speak to the credit card company they continue to refer to as the entity taking the money. I have received 10 notifications and 2-3 real attempts to subtract the money from my account before the credit card company will review my evidence the items are NOT damaged. Shopify is now saying I will not receive Payouts until the money is subtracted from my account. This is a scam and Shopify is spearheading the event. if my product was shipped in a faster process , the customer would been able to keep my products and Shopify would started a campaign to take the full amount before reviewing for fraud, my financial interest that are now lost thanks to this service lending money freely. I want to emphasize I am still unable to redirect the items to my address and it is very difficult working in different time zones.Shopify is facilitating a scam process that does not protect the merchant.

  

  Business Response

  Date: 07/11/2023

  Hello NAME, 
  

  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 # ********. 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
  

  
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20835569
  
  I am rejecting this response because:

  In regards to Reported Scam Incident:

  
  

  Full Name: *************************;

  Shopify URL: ABF78d.myshopify.com

  
  

  
  

  I am reporting a scam and loop hole in Shopify Shop security, policy and process.

  
  

  Shopify Support continues to say they  do not have authority to stop the illegal activity or protect their customers (the merchants)using their service Shop Pay to offer online customers loans to purchase merchants products and then without reviewing the claim (false claims) take the money back from their accounts.

  
  

  This is similar to the scam when people cashed checks for scammers then the check scammer would report the person who cashed the check for them to the bank and the transaction would be reversed into their bank accounts.

  
  

  
  

  I have to pay for the customized items from a third party then ship to the customer. So, I actually am the victim because I have to pay for the product then pay for the full amount the scammer requested from Shop Pay.

  
  

  Shopify has attempted to take the money from my account twice before the Shop Pay private party is supposed to review the requested evidence to support the customers false claim. 

  
  

  
  

  I want to be refunded and I want you to change the process of Shop Pay. Do Not use the service if you don't plan to buy the product because most companies want their products back before offering ANY refund and the refund is ONLY Based on a FACTUAL COMPLAINT. 

  
  

  I have a copy of all conversations with the customer, pictures of products,  shipping manifest and payments for the products requested by customer.

  
  

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

  

  Business Response

  Date: 08/11/2023

  Hello *******, 

  It seems that you are experiencing a chargeback and I wanted to take the opportunity to explain the process to you, along with Shopifys fraud analysis tool and how to leverage it. 

  
  In your previous message you stated that the order was marked as potentially fraudulent. Shopifys fraud analysis helps you identify orders that could be fraudulent in order to help reduce the likelihood of a chargeback. The information provided can be used as a guide to help you decide if an order should be fulfilled or not. As this order was marked as high risk, you could either fulfill the order, as you did, reach out to the customer to verify the order, or you could cancel the order and refund it to the customer. 

  
  In this case, a chargeback was initiated after the order was fulfilled. If the cardholder's bank makes a chargeback, then the bank takes the disputed amount from you right away. The cardholder's bank also takes a chargeback fee from you. If you win the chargeback, then you get the disputed amount back, and Shopify might refund the chargeback fee depending on your country or region. Shopify is not responsible for any outcomes of chargebacks, and only helps to provide you, the merchant, with the ability to submit evidence to the bank. 

  
  When submitting evidence for the chargeback I recommend keeping the documents relevant and to the point. You can read more about the processes here in this help doc (******************************************************************). There is no option to contact the credit card companies or bank directly.  

  
  I hope that this helps resolve any concerns that you may have about this process. I understand that chargebacks can be frustrating and I hope that this helps you determine what evidence you can submit for your case. If you have any other questions about this issue, please respond to the email I sent you, ticket # ********, or reach out to our 24/7 support team. 

  
  ************** 
  Shopify Team Lead 
  

  
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20835569
  
  I am rejecting this response because:

   

   

  it is fraud. My bank will recover the money from the person committing fraud, not penalize their customer. 

   

  Your service loaned a person $ ****** dollars for 2 items. Those 2 items cost 334$ from the manufacturer including shipping fees. Shopify and the credit card lender that you will not provide a platform to communicate with but you take full ownership for does not follow safe business practices such as ensuring they are telling the truth , ensuring the merchant has his product returned in the same condition. 

  I received a notification from **** the shipment was delivered to the so called customer home. The customer never returned the email message. 

  I am tracking the package and they have not returned the package. that is worth $600 without including the discounts.

  that is a grand total of $895.92 or $1195.92 - ******* (if the customer returns the items) this is a total loss because Shopify and Shop Pay return the money to the customer before recovering my products as if they were worthless. 

  All companies and my bank recover their products before offering refunds to the person who is purchasing..

   

  This fraud as soon as the customer received the tracking number they submitted a false claim and was automatically refunded by Shopify and Shop Pay.. Customer has not returned one message.

  I want a refund for my losses!!

  I have all my trabsactions receipts and shipping manifest.

   

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

  

  Business Response

  Date: 09/11/2023

  Hello *******,
  

  Thank you for your response. In order to take a closer look at the order in question, please respond to the email I sent you, ticket # ********. Without being able to authenticate your account in our system I cannot look into the specific order in question. 

  As stated in my previous reply, banks and credit card companies are responsible for investigating chargebacks and Shopify only plays the role of a middle-man, providing information from the merchant to the bank. Shopify is not liable for chargebacks that occurred when using our platform. Shopify is not involved in the decision making of chargeback outcomes. Please submit the delivery notice and shipment tracking information through the chargeback portal that is linked most likely on the order in question. This is important information to include for your case. 

  There are many reasons a customer may submit a chargeback against a payment, all which are outlined in our help document found here: *****************************************************************************, although without being able to look into the specific order in question I cannot say which reason that it falls under. The order could have been made with a stolen credit card, or maybe the customer didnt receive the package due to a package theft and is now submitting a chargeback to recoup their loss. As you stated that the order was marked as potentially fraudulent in your initial communication, I am inclined to believe that the order may not have been made by the credit card owner. Again, I cannot verify this information unless you can authenticate your account through the email I sent you. .

  Again, please respond to the email I sent you, ticket # ********. If you have any questions, please do not hesitate to reach out reach out to our 24/7 support team. 
  

  ************** 
  Shopify Team Lead
  

  
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20835569
  
  I am rejecting this response because:

   

   

  the credit card company (Shop Pay)has the authority but Shopify is attempting to take the money from my account.

   

  The credit card company (Shop Pay) contact information and corporate address has not been provided after asking many of times by the middle man Shopify.  

   

  As, discussed  my product is $300 per item and Shopify and Shop Pay allowed the customer to wait until they received a tracking number from my business the merchant before the customer made a false claim of damaged goods. which is a total lie because the goods were in transit being shipped to their residence but Shopify and Shop Pay continued to make attempts to remove the full amount for me products. 

   

  The customer stopped responding and the product delivered yesterday Wednesday Nov 8 and the customer has not responded.  

   

  It is fraud and this partnership allows people to steal.

   

  i included the information requested to review my account in the first response but I will resend to a private communication the same details .

   

  i need a refund for all losses incurred from the transaction using Shop Pay.

   

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

  

  Business Response

  Date: 10/11/2023

  Hello *******,

  Thank you for responding to my email via ticket # 43250412. I have responded to you there. 

  ************** 

  Shopify Team Lead

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20835569
  
  I am rejecting this response because:

   

  this is the same scripted response from the first and the second Shopify Support representative.

  This is Shopify service that they are adding to customers website by default.

   

  Shopify is responsible and Shop Pay policy helps people scam merchants

  Can you provide the name,contact number and corporate address of the credit card company that Shopify continues to say is the reason for the complaint? I have asked for the details more than 2 conversations.

  i will like to be refunded for my financial losses. As, I said the person who committed the scam has not responded or returned my products.

   

   

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