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:19/10/2023

  Type:Product 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.

  Spotify makes it very hard to request removal of a mailing address from their mailing list. I tried contacting them on their website to request the removal of my mailing address, but it was simply impossible to reach them. The name on the mailers is: All Paws ****************** and the address is the **** Box I provided with the complaint.

  

  Business Response

  Date: 19/10/2023

  Hi ******, 
  
  My name is ****, I'm a Senior Lead here with Shopify. Thank you for getting in touch as I understand you are reaching out in regards to wanting to unsubscribe from Shopify's mailing list.
  
  I wanted to let you know I have successfully unsubscribed you from the list using the information provided in the BBB complaint. Please allow some time for this to update on our database before all mailing should stop.
  
  If you do receive more mail in the future by any chance, please follow up with us so we can continue to assist you with your request. 
  
  Kind regards,
  **** | Senior Lead
  
  

  Customer Answer

  Date: 19/10/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 20755444
  
  I am rejecting this response because:I have previously requested Shopify to delete my information from their system and to not send me any more mailings to my mailing address. Today I received another mailing from them. I am attaching picture of the latest correspondence I received from them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2024

  Hi ******,
  
  This is ****, the Senior Lead here with Shopify who previously supported you. 
  
  Thank you for following up to notify us that you are still receiving mail from Shopify. As I am unable to see the attachment mentioned, I am going to follow up with you by the email provided to gather some further information, then I can look into this further on your behalf to make sure that you are removed from the system completely.
  
  Kind regards,
  **** | Senior Lead
  
  

  Customer Answer

  Date: 10/02/2024

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

• Initial Complaint

  Date:19/10/2023

  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.

  Shopify canceled there payments service on my account on a Friday due to supposed violation on TOS based on a broad and undefined definition of the term ‘pharmaceuticals’ which doesn’t apply to my inventory.
  
  I’m owed a refund for service fees and any $499 charge from developer ***** which has failed to provide services as required, over the past year.. Shopify has also failed to resolve that issue as well.
  
  They advertise to claim they have ************* as a payment option which does not show in Admin when searching for payment option providers even though there instructions shows it does. The issue has been brought to companies attention at which there is answer as to when it will be fixed.
  
  Message to Shopify
  
  We haven’t violated any such policy. Your over generalization to classify some or all items as (Pseudo pharmaceuticals) pharmaceuticals is inaccurate. I've already worked with someone from your department on these items considered to be in violation. These items and collections were removed which was verified by your department. There is also a disclaimer at the bottom of the website.
  Suspending an account at the end of the business week without warning or a chance to turn the payment option off ourselves, is very inconsiderate and bad business practice on your part's, since little can be done at the end of the week to resolve the problem. I think it's even deliberate that you's waited until the end of the week to suspend payments.
  
  I expect refunds/credits for services unfulfilled as a result of this spontaneous and unfair action as well as the cost related to the delay in reviewing your message to take actions to prevent losses.
  Shopify website does not list ************* as a payment gateway option based on instructions. I can't add the payment option as a result. You're falsely claiming this option is available when it's not. *************************************************************************************************************************

  

  Business Response

  Date: 23/10/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify.
  Thank you for bringing this issue to our attention. Due to the public nature of the *** I am unable to discuss account details in this portal. I have reached out to you via the email address provided in this complaint. If you have any questions or concerns please respond to ticket ********* directly.
  
  Kind regards,
  ****** | Support Lead

• Initial Complaint

  Date:14/10/2023

  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.

  Recently discovered that this company in Canada has been billing us, however we have no idea who they are. When you call their telephone number, ************ your directed to their website; ********************************* However, there is no customer service nor features on there web site to get help. We are stopping payment via the credit card , however we again have no idea who this company is ??

  

  Business Response

  Date: 15/10/2023

  Hi *****, 

  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to receiving charges from Shopify on your credit card bill, but do not use our service. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.

  
  Kind regards,
  **** | Senior Lead
  

  
  

• Initial Complaint

  Date:13/10/2023

  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 operate a business website via Shopify and pay $44/month for their services. Despite my efforts over several months, I've been unable to reach their customer service for assistance in reinstating my site. Currently, the only communication method available is chat, which has proven ineffective. I need a resolution.

  

  Business Response

  Date: 16/10/2023

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like youve run into some issues around accessing your account. I recognize the frustration you must be feeling and would like to help.
  Due to the public nature of the BBB I am unable to discuss account specific details here. Please check the inbox for you at the email provided on this complaint; Ive sent you a message with a request for more information so I can look into this for you.
  
  Best,
  ************** | Support Lead 
  

• Initial Complaint

  Date:11/10/2023

  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.

  This complaint is about unethical business practices that are put on small business owners using shopify for ecommerce. in 10/22/22 I recieved a notice for infringement for use of a theme for my store. I resolved this immediately by purchasing the said theme from the shopify store to reinstate my store and put me in good standing. 2 days ago I received another infringement notice stating that i did not have the right theme for my store again. I find this to be very unethical that a designer approved in the shopify theme store can just change the name of a theme and require every store owner that purchased the theme to have to purchase again. These are hundreds of dollars not by any means cheap and now everytime a designer changes the name of a theme shopify store owners have to pay for it. just to give you proof of this here is what the shopify legal team sent me... • If you do not wish to purchase the theme then you are required to completely delete all copies of the theme from your account. This includes but is not limited to the renamed versions of 'Flow' e.g. "Copy of New Shasta Theme with Installments message". this message from legal states that if I don't purchased the renamed version of flow (paper was the original name) then they will freeze my store * **** ** ******* **** **** *** ******** ******** ******* ** *** ******** **** ** * ***** **** *********

  

  Business Response

  Date: 12/10/2023

  Hi *****, 
  
  My name is *******, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support with a notice you received from our team. Due to BBBs being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******* T | Shopify Operations Lead

  Customer Answer

  Date: 13/10/2023

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

  I have not recieved an email in my support inbox as of Friday 12:30pm please let me know when this is done so I may continue correspondence off of BBB site

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

  

  Business Response

  Date: 15/10/2023

  Hi *****,
  
  Thank you for replying to my response. I apologize if you weren’t able to read my response. The response was sent out to you on Thursday, October 12, 2023, at 3:48pm EST. The ticket ID is ********. If you are still unable to review this reply, please reply to this BBB complaint and confirm your email address, so we can adjust accordingly. 
  
  Looking forward to hearing from you.
  
  Warm regards,
  
  ******* T | Shopify Operations Lead

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have still not received the email.  I have updated my email to the correct one to send any correspondence.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 16/10/2023

  Complaint: ********
  
  I am rejecting this response because: I have still not received the email.  I have updated my email to the correct one to send any correspondence.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 16/10/2023

  Complaint: ********
  
  I am rejecting this response because: I have still not received the email.  I have updated my email to the correct one to send any correspondence.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 17/10/2023

  Hi *****, 
  
  Thank you for rectifying your email address. For future reference, we can only use the information provided in the BBB portal for us to communicate with our merchants. 
  
  I have sent out a response today through our internal communications with the ticket ID ********. Kindly confirm when you have received it. 
  
  Looking forward to hearing from you. 
  
  Best regards, 
  
  ******* T | Shopify Operations Lead

  Customer Answer

  Date: 17/10/2023

  
  
  Complaint: ********
  
  
  
  It is 4:40 pm PST time and I have still not recieved and email.  Are you sending the email directly to me or do I have to access it in shopify somewhere because I am not getting anything in my email inbox.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 18/10/2023

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

  
  It is 4:40 pm PST time and I have still not recieved and email.  Are you sending the email directly to me or do I have to access it in shopify somewhere because I am not getting anything in my email inbox.
  
  Sincerely,
  
  ***** *****

   

  

  Business Response

  Date: 24/10/2023

  Hi *****, 
  
  Thank you for reaching out. I have sent out 2 email communications regarding this case in our tickets. This has been sent to both the email provided in this BBB complaint and the email address you provided our support team. Please review your email inbox in the junk or spam folders to make sure that haven't been redirected there. 
  
  If you have an additional email address we can send a response to, please feel to send us a reply with this information, and I'll adjust accordingly. We cannot provide details specific details of your ask through this venue  due to its public nature. 
  
  Warm regards, 
  
  ******* T | Shopify Operations Lead

• Initial Complaint

  Date:11/10/2023

  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 have never used this company or used any of their information but somehow my purchase information on another site where I was purchasing something was sent to my girlfriend's email address who does use the shop pay app, even after I put my email address in the purchasing area.My girlfriend has never used my computer to make a purchase either.To me, this is an egregious violation of my privacy. How did they even get my information or appeared on my computer?

  Customer Answer

  Date: 11/10/2023

  Hi, thanks for helping me with this issue,

  This is the company that I am filing a complaint with:

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

  Thank you

  

  Business Response

  Date: 20/10/2023

  Hey ******
  
  My name is ********, I'm a Support Lead here with Shopify and I'm here to assist you.
  
  At Shopify, we prioritize security, and for that reason, we are unable to discuss sensitive information here on the public BBB platform.
  
  To ensure the security of your store information, I kindly request that we continue our conversation through your private email, which you have provided in your complaint. By shifting our communication to email, I can assure you that I am fully committed to providing you with the highest level of assistance and support.
  
  Kind regards,
  ********
  Shopify Support Lead
  
  

• Initial Complaint

  Date:10/10/2023

  Type:Product 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.

  My shop is photohacklovers.com ******************************************************************************** The issue is with a two-factor authentication that was applied in error to my secondary email ************************* For the past two months, I have encountered a significant issue with my account due to a lost phone. Despite updating my contact number to a new one, an inherent flaw in the platform's design led to it reverting to my old, misplaced device. In my efforts to resolve this matter, I have diligently provided my identification, both front and back, and reached out to their support team on numerous occasions, all to no avail. I am being charged for various applications and membership fees despite having no access to the services. Regrettably, my attempts to seek a refund or a resolution to this problem have been met with "TOS" The consequences of this situation have been severe, it has adversely impacted my ability to communicate with customers and has destroyed my brand, image, and companyall due to what appears to be a coding flaw on their part.Furthermore, I'm not even permitted to cancel. this has effectively taken control of my account and refuses to address the situation or ***** me access. The lack of a direct contact number and the absence of an estimated time frame for resolution have only exacerbated my frustrations. Instead, I am limited to engaging with third-party, foreign support agents who, unfortunately, lack the necessary expertise to provide meaningful assistance.As a loyal customer of ******************** for over seven years, I must express my deep disappointment in this situation. It not only raises concerns about the legality of their actions but also highlights a troubling disregard for the welfare of small businesses that rely on their services. I seek immediate resolution and expect to be compensated for the considerable inconvenience and disruption to my business operations caused by this ordeal.

  

  Business Response

  Date: 12/10/2023

  Hi *********,
  
  My name is ********, I'm a Support Lead here with Shopify and I'm here to assist you.
  
  At Shopify, we prioritize security, and for that reason, we are unable to discuss sensitive information here on the public BBB platform.
  
  To ensure the security of your store information, I kindly request that we continue our conversation through your private email, which you have provided in your complaint. By shifting our communication to email, I can assure you that I am fully committed to providing you with the highest level of assistance and support.
  
  Kind regards,
  
  ********
  Shopify Support Lead

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20721523
  
  I am rejecting this response because:
  I still do not have access on my main account **************************** its still logged me as a limited user and my new phone number was added but doesn't work my number is ************. 
  You still haven't explained how me updating my new number "never got updated" and how my account was ultimately merged with an old developer one and removed me as the main user. I have always been the main user and i want my privilege's restored for my email I have never logged in as ************************* and that is because my ******* and ****** is hooked up to **************************** I also did not get credit. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 16/10/2023

  Hey *********,
  
  This is ******** reaching out to you once again. Thank you for your prompt response.
  
  I truly appreciate your understanding of the importance of communicating through the email associated with this complaint, rather than relying on the BBB platform. This approach ensures a safer and more secure exchange, limited to the authenticated Account Owner.
  
  Regarding your concern, I kindly request that you keep an eye on the ticket #********, where you will find my response. Additionally, please pay attention to ticket #********, as our Specialized team will be reaching out to you directly to provide further assistance and address your issue.
  
  Thank you for your cooperation and patience.
  ******** |Shopify Support Lead |
  
  

  Customer Answer

  Date: 16/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it is partially satisfactory i still have not been reimbursed for the apps charged for or given an explanation of why shopify chose to use my old number even after i updated it, i never turned on two factor and i never had ************************* as my main email it has always been **************************** as that account is hooked up to google.  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/10/2023

  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.

  They closed my store which did not violate any of their terms, and have kept my money? From sales? please help , I see many other store owners have had this problem. Shopify willnot respond with answers to any of my questions, and I have no access to my records of the store because I have been locked out of access to it???

  

  Business Response

  Date: 10/10/2023

  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. Security is of the utmost importance at Shopify and all relevant information can only be discussed with the Account Owner we have on file.
  
  To be able to proceed, I will need you to reply to me here from the email address associated with the account in question, and I will then be able to support you further on the matter.
  
  Kind regards, 
  ******** | Support Lead
  
  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because:

  my complaint was made because you shut my store, the reason given was a vague referral to a list terms  ie terrorism etc . no specific reason has been given. when asked what about my money? again a vague dismissal saying you couldnt discuss it. this is unacceptable! 

  I have had to cancel my credit card. a company called stripe is trying to direct debit money out of my account. spotify has given NO REASON for any of this behaviour. I am having to try and get payments reversed off my credit card to your otganisation ! 

   

  it is totally unacceptable way to conduct business. you had the opportunity to repond to my emails.  the email associated with shop trial was ***********************. 

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

  

  Business Response

  Date: 12/10/2023

  Hi ******,
  
  Here is ******** again. Thanks for your prompt response. 
  
  To keep your information secure, we can only discuss account details with the Account Owner we have on file. It seems that the email ******************* is not associated with any account at ********************. To assist you further, I kindly ask you to verify your Account Owner email.
  
  I have sent a message to *******************, and to proceed, I kindly request you to reply using the email address associated with the account in question. 
  
  Thank you for your understanding and cooperation!
  
  ******** | Support Lead

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because:

  they have just asked me to confirm my email address. they have not returned my $3333 or said they would stop trying to take monies out of my account ******** for monies previously paid out. FOR NO REASON ! it is totally unacceptable business practice & they should be done for fraud.

  What about also the fees they have taken off for previous payments made in good trusting faith that i was investing in my future, and all the time i spent trying to figure out how to construct a store with shopify. 

  They just shut it down, locked me out & would not give a reason or explaination where my money was. I have had to cancel my credit card, and spend the last week trying to figure out how to even get my money back. Thank goodness for BBB! what the heck. it is totally totally unacceptable. I had found threads online saying others were in the same predicament which tells me that I am not the only one. That is how I found the idea to make this complaint via BBB. What if another does not. do you just keep the money ? outrageous business model. quite unbelievable to me. anyhow lets see how it goes. I will wait.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 13/10/2023

  Complaint: 20706506
  
  I am rejecting this response because:
  
  they have just asked me to confirm my email address. they have not returned my $3333 or said they would stop trying to take monies out of my account ******** for monies previously paid out. FOR NO REASON ! it is totally unacceptable business practice & they should be done for fraud.
  
  What about also the fees they have taken off for previous payments made in good trusting faith that i was investing in my future, and all the time i spent trying to figure out how to construct a store with shopify. 
  
  They just shut it down, locked me out & would not give a reason or explaination where my money was. I have had to cancel my credit card, and spend the last week trying to figure out how to even get my money back. Thank goodness for BBB! what the heck. it is totally totally unacceptable. I had found threads online saying others were in the same predicament which tells me that I am not the only one. That is how I found the idea to make this complaint via BBB. What if another does not. do you just keep the money ? outrageous business model. quite unbelievable to me. anyhow lets see how it goes. I will wait.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 18/10/2023

  Hi ******,
  
  ******** again, from Shopify. 
  
  Thank you so much for understanding the importance of authenticating your store and for following the instructions from my previous email. 
  
  I contacted our Trust & Safety Team, and they mentioned that they have already emailed you asking for some information about your business. It seems that while you did respond to their request, you may have missed providing them with the specific information they needed. Please check your email inbox for my response (ticket #********) where I provided you with the next steps for your store.
  
  Kindest regards
  ******** | Shopify Support Lead | 

  Customer Answer

  Date: 18/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because:

  as you will see from reply to questions i do not have answers to those questions.

  i do not wish to 'be reconsidered for a shopify" shop. why would i ever do business with you now?

  I want my money. either refund it to the card or payout the money from the shop

  stop trying to take $862.48 out of my bank account.

  I have asked them for answers as to what was going on & they did not reply. that is why we are here at BBB.

   

   

   

   

   

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

  Customer Answer

  Date: 19/10/2023

  
   
  Complaint: 20706506
  
  I am rejecting this response because:
  
  as you will see from reply to questions i do not have answers to those questions.
  
  i do not wish to 'be reconsidered for a shopify" shop. why would i ever do business with you now?
  
  I want my money. either refund it to the card or payout the money from the shop
  
  stop trying to take $862.48 out of my bank account.
  
  I have asked them for answers as to what was going on & they did not reply. that is why we are here at BBB.
  
   
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 19/10/2023

  Hey ******,
  
  Thanks for your prompt response. 

  I wanted to let you know that we hadn't addressed this matter until we fully authenticated you. However, I can see that the Trust and Safety Team has responded again to you on the ticket #****b7ed-6202-4e27-b897-8edb651a2121 with the full details about your question.

  If you have any more questions or concerns, please don't hesitate to reach out to the Trust & Safety email directly. 

  I hope this clarifies the next steps for you. 

  Gabriela 
  Shopify Support Lead
  

  
  

  Customer Answer

  Date: 19/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because:

  I cant accept the response until i get my money. bu thanks for the responce all the same. will my bank issuing a requeat for the money back help or hinder this payment because they are about to do that. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 19/10/2023

  Complaint: 20706506
  
  I am rejecting this response because:
  
  I cant accept the response until i get my money. bu thanks for the responce all the same. will my bank issuing a requeat for the money back help or hinder this payment because they are about to do that. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 20/10/2023

  Hi ******,
  Thank you for getting back to us.
  
  I noticed that the Trust and Safety Team has responded to you again regarding your question. You can find all the detailed information in the ticket #****b7ed-6202-4e27-b897-8edb651a2121.
  
  Feel free to reach out to the Trust & Safety email directly if you have any questions, they will be more than happy to assist you.
  
  Best regards,
  ********
  Shopify Support Lead

  Customer Answer

  Date: 20/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because: i dont see any new messages. my money has not been returned to me . no reason has been given for shop closure or holding this money. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 23/10/2023

   Complaint: 20706506
  
  I am rejecting this response because: i dont see any new messages. my money has not been returned to me . no reason has been given for shop closure or holding this money. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 24/10/2023

  Hey ******,
  Thank you for your response.
  
  I just wanted to kindly remind you about the information our Trust and Safety team has shared with you on multiple occasions:
  
  "The full amount of pending payouts will be held by the Processor, in accordance with the guidelines outlined in the Shopify Payments Terms of Service and the Processor's terms of service. Typically, payouts are held for a period of 120 days."
  
  If you have any further questions or concerns, please don't hesitate to reach out directly to our Trust & Safety team via the email #****b7ed-6202-4e27-b897-8edb651a2121. They will be more than happy to assist you!
  
  Kindest regards,
  
  ********
  Shopify Support Lead

  Customer Answer

  Date: 24/10/2023

   
  Complaint: 20706506
  
  I am rejecting this response because:

  I have one email with that responce, not several.

  I replied to that responce and have no reply to my responce.

  Who is the precessesor? you mean stripe? or is it shopify?

  Why was my shop closed? what has caused this responce that you will hold my money hostage? as payments were to be paid in 2 to 5 days before this? 

  I good faith I place my business with Shopify, now i have no shop and no money, and no reason has been given for this?

  why are you holding my money hostage?

   

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

• Initial Complaint

  Date:06/10/2023

  Type:Order 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 been charging me for a monthly fee for 3 years since my store has ceased operations. I have contacted them several times to please stop the monthly billing to no avail.

  

  Business Response

  Date: 10/10/2023

  Hi *******, 
  My name is ************** am a Support Lead here at Shopify. 
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account details in this portal. I have reached out to you via the email address provided in this complaint. If you have any questions or concerns please respond to ticket # ******** directly. 
  Thanks, 
  ***** | Shopify Support Lead
  
  

• Initial Complaint

  Date:03/10/2023

  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 is holding $18,455.16 of my earned money. I recently received an email stating "To keep your Shopify Payments account up to date, you need to provide additional information about your business by Thursday, September 28, 2023 at 12:05 pm *****. If you dont provide the information, you may lose the ability to accept payments on your store and you wont receive your payouts."When I went in to provide information on Sept 27th, it says "Business verification There are currently no open requests." There is nothing else I can do.Our money is being held, and we need to process payroll today. People's livelihoods are at stake.

  

  Business Response

  Date: 07/10/2023

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout. 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,
  *****