Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

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:31/08/2023

  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 was told by Shopify that they were canceling my account a few months ago. Today theyve charge me a subscription fee. I would like my refund. Also I attempted to contact them and its no way to speak to anyone every avenue tells me they can assist me

  

  Business Response

  Date: 03/09/2023

  Hello ********,

  My name is ******, a Support Lead at Shopify. 

  I recognize that you are having some billing issues, and I would like to help you resolve them. There are a few steps that we can take to help pull up your account details, and then work together to close the store down and prevent further invoices. We will have to authenticate your identity as the account owner, so what I will do is send you a separate email to the address associated with your BBB account. 

  Please keep an eye out for that email, and I look forward to working together further. 

  Thank you,

  ******

  Shopify Support

• Initial Complaint

  Date:31/08/2023

  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.

  I hope this message finds you well. I am writing to formally notify you of my intention to file a lawsuit against Shopify through the ********** ************************** The recent events surrounding the sudden closure of my verified business have left me no choice but to seek legal recourse to address this matter.I am the owner of a legitimate business based in **********, ***, with verified documentation to support my business's validity. My Business EIN number, *********, is registered under the name Seller4765, LLC. I have complied with all requisite regulations and have provided my personal CNIC multiple times as part of the verification process.To my dismay, I received an email notification indicating the termination of my account, accompanied by the distressing news that my payouts would be withheld. Despite my unwavering commitment to fulfilling orders promptly and providing top-quality products, my business has been abruptly shut down, and my hard-earned income remains in limbo.I want to emphasize that there have been no chargebacks, policy violations, or any other legitimate reasons that would justify such a drastic action against my business. This situation has caused me immense financial strain and emotional distress, leading me to believe that I have been treated unfairly and without due process.Given the gravity of this situation, I am compelled to escalate this matter to the ********** ************************* and pursue legal action against Shopify. I am armed with substantial evidence that attests to the legitimacy of my business, my compliance with all terms and policies, and the satisfaction of my customers.I implore you to take this matter seriously and conduct a thorough review of the evidence I have presented. It is my sincere hope that Shopify will rectify this situation and reinstate my business promptly. However, should this issue remain unresolved

  

  Business Response

  Date: 03/09/2023

  Hello,

  My name is ******, a Support Lead at Shopify.

  I am sorry to hear that the situation with your store has caused you financial strain and emotional duress. Please note that account terminations and payout holds can take place for a variety of reasons, and in each case, we offer you the ability to provide documentation and rebuttal if we are incorrect with any determinations. As the Better Business Bureau is a public forum, we cannot go into further detail with regards to your store details and situation. 

  I recommend replying to ticket ID ************************************ with any questions, concerns, or documentation that you would like to share. This will go directly to the agent and team in charge of your case, and will lead to the fastest resolution.

  If you have legal representation, they can reach out to ******************************** if they have questions, or review this page with regards to their needs: ********************************************.

  ******
  Shopify Support
  

  
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20542334
  
  I am rejecting this response because:

  29adba7d-07e4-4e53-8e59-43ab38793894 
  
  no ticket id available in my account
  i create my store paid subscription fee each month then i hire a designer to design my store transfered my domain to shopify hired expert to rank my store on ****** and after speding a lot when i start getting sales you terminate my store without any reson 
  
  i know my clients no chargeback received all are satisifed with the products. you just close my store with seeing how much i spent and my effort and just closed my store and hold my hard earned money its more than $1000 
  

  for the document you asked for my ID i sent my National ID card From ******** and in your article its also acceptable as id proof but you keep rejecting it for no reason i contact customer support and he told me to resubmit front and back i resubmit and then receive email that my Account is terminated. i already prepaired all the proofs and ready to file a case against shopify in attorny general of ********** Office.
  
  my business is registered i pay taxes in *** i own a proper LLC i know my rights. as i said to your agent i am going to wait for only this weekend and then i will see you in court.

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

  

  Business Response

  Date: 12/09/2023

  Hello,

  I recognize that when Shopify has to pause or shut down a store for review, it can be difficult for the business. Please note that we are required to conduct these reviews, and have outlined requirements for our ID, and any other requirements, in correspondence to you. We also have our review policies outlined in our Terms of Service. 

  If you are not able to access or reply to the ticket 29adba7d-07e4-4e53-8e59-43ab38793894, you are also welcome to reply to one of the other interactions you have opened with our team recently, for example ticket ******** or ********. Please also check your Junk mail, in case any of our email correspondence was sent there. 

  As we cannot go into private account details on a public forum, I encourage you to reply to one of these tickets. The team there will be able to respond to your specific questions, and provide you with any information you need regarding acceptable proof of ID. 

  Thank you,
  ******
  

  
  

  Customer Answer

  Date: 17/09/2023

   
  Complaint: 20542334
  
  I am rejecting this response because:

  Dont sahre any sensitive info or update here but tell me what is Section D3 of shopify payment service?  i think your terms are publically available and this info should be shared here your live chat support dont know what is section D3 which you told me the reason of holding my Payout there is no section D3 in your terms also. i think this is just your excuses to hold my money for no reason even i deliveed the products i know my all clients persoannly and they are satisfied i did not receive any chargeback also. then Whats the freaking reson of holding my Hard earned money and What is The Section D3 ?

  Case Number #********

  all your live agents told me to message on this case but its been 2 weeks i am sending messages no one reply there i also send email and they reply once and its been 3 days no reply there too 
  you all ignoring me and my payments. you cant ignore here because its public and everyone can see your replies.

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

  

  Business Response

  Date: 24/09/2023

  Hello, 
  
  My name is ******, an Operations Lead at Shopify, and I'm here to assist you with any questions while ****** is out of the office this week.
  
  To access the Shopify Payments Terms of Service, you can visit our *********** using the following link (you can copy and paste it into your browser's address bar):
  - www.shopify.com/**/legal/terms-payments-**
  - Please note that within the Shopify Payments terms, you will find section D, and sub-section 3.
  
  For specific inquiries regarding your payout, I recommend replying to ticket ID ************************************. This will directly reach the agent and team handling your case, who will be able to address your questions and concerns.
  
  All the best,
  ****** | Operations Lead - Shopify

  Customer Answer

  Date: 25/09/2023

   
  Complaint: 20542334
  
  I am rejecting this response because:
  

  there is section D5 , D8 and D9 there is no Section with Sub section 3 Can you help with the exact section so i know why my account is terminated and when will i receive my mney its been about a month now since any one reply me o the ticket you told me there is no one replying me anymore live chat support always told me they sent an alert to the team and they will reply me with in 24 hours but always no one reply me on the ticket. i feel like beeing scammed and i already raised ligal action against shopify in ******* Attorny General and ********** Counsumer affairs. i also told me clients to file a lawsuit against you so they did it to ****** have filed case in ******** Attorny General. i know my clients they trust me i've been in this business for so long time. i have a reputation that you cant see and closed my account for no reason.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/10/2023

  Hello ********,

  I appreciate your reply, and want to reassure you that we are here to help. 

  I am not sure which section of the terms you are referring to. In Section 5 of our Shopify Terms of Service, under Payment of Fees and Taxes, we advise that there are no refunds (***************************************************). That being said, I can see that your ticket with our team is still open, and they will reply to you as soon as possible. 

  Please note that our frontline support team will not be able to assist you further in this matter, as the matter has already been referred to a dedicated team with the correct expertise. I recognize that this is a difficult situation, and I want to assure you that our team is working on the matter and will update you as soon as more information is made available. While we are not able to share private account-specific information on a public forum, we will continue to work with you via email on your open tickets. 

  Thank you,
  ******
  Shopify Support

  
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 20542334
  
  I am rejecting this response because:

   

  its been more than 1.5 month and i warned you but you keep everything hiding from me and holding my money i have esclated the issue with New York Attorney general and now they will help me in recovery of my money and time. you can hold the money as long as you want. you will be receiving a ligal notice soon and then i will see you in court.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:29/08/2023

  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 open an online store on Shopify platform. Shopify decided to close my store. I disputed that and still awaiting an answer. Meanwhile Shopify froze my bank accounts with them. Sales made Shopify still has not release funds to me and its been over 30 days. No one is giving me answers. I have sent all documentation Shopify requested. No answer. One rep was nice enough to tell me about pending orders and I ship to my customers but everything else is still in limbo.

  

  Business Response

  Date: 29/08/2023

  Hi, ***********
  
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like youve run into some issues around your store being closed. 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 instructions on how to authenticate yourself as the store owner so I can look into this for you. You can search for ticket reference #******** to find it quickly.
  
  Best,
  ************** | Support Lead 
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 20531598
  
  I am rejecting this response because: after checking my email . They requested all the same information as before and I sent same day waited 2 days and still have not heard anything.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/09/2023

  Hi, ***********
  
  As weve been discussing (reference ticket ********), for security purposes, we cant get into specific details of your store in any conversation where we cant fully verify youre the store owner.
  However, I can confirm that weve been in regular conversation with you on this issue, and any information requested is asked for with the goal of helping you resume normal business operations. Ive sent you a new reply with some options to verify your identity so I can assist more.
  
  Best,
  ************** | Support Lead 
  
  

• Initial Complaint

  Date:25/08/2023

  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 am the ************* of Tiny Earth Toys. We are an ecommerce business and use Shopify to manage our ecommerce store. I am the store owner and admin of our ecommerce site on Shopify. I have been locked out of my account for over 2 weeks. I have submitted multiple support tickets and have had nobody contact me with a solution. I currently have bills being charged and processed in my account and have no recourse to adjust them. I cannot get their support team to contact me to get me access to my account! And yet they continue to charge my account.

  

  Business Response

  Date: 25/08/2023

  Hi *******,

  My name is ************** am a Support Lead here at Shopify. 
  Thank you for bringing this to our attention. Due to the public nature of the BBB I am unable to discuss your case here. However I have reached out to you via the email address you provided. If you have any questions or concerns please feel free to respond to ticket # ********

  
  Thanks, 
  ***** | Support Lead
  

  
  

• Initial Complaint

  Date:23/08/2023

  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.

  - I purchased a subscription for a Shopify store around December 2022.- It was a promotion so for 3 months it was only $1. - March I was charged $29 and I either tried cancelling on the site in March or April.- ** May I realized that I had not made it through the copious amounts of cancelation confirmations, so I chatted support to get my account closed and a refund for at least the previous month. I sent them a request to cancel it because I had not been using the service and I needed my money back especially after the ** being so misleading.- I thought a message from the account owner would be enough, but they decided to ask for a confirmation/reason to cancel in the chat (which I had already given) and then closed out the ticket without trying to contact me and get a clear answer: keeping my account open.- For three more months they charged me a new INCREASED rate of $39 a month after begging them to close my account, so I begged them again in chat and stuck around this time to CONFIRM for the 10th time that I wanted to stop having my bank account be farmed for a service I was not using.- They did not respond to my request to get all of the money back from May until now, refunded this month, and closed the ticket.

  

  Business Response

  Date: 26/08/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues you've been encountering and I'd like to work on the matter with you further. 
  Due to the public nature of the BBB I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  Kind regards,
  Zeljka | Support Lead
  
  

• Initial Complaint

  Date:23/08/2023

  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.

  Shopify knowingly processing incoming payments and flagging them as HIGH RISK. When such order is refunded because it is flagged as HIGH RISK, the transaction fee is not refunded. On 8/22/2023 I contacted support to discuss this matter through chat, the only communication channel available to me. I was chatting with ****** * - chat ended 4:02 pm.
  
  Chat transcript is available upon request. I was told that:
  1. Transaction fees are not refundable;
  2. Shopify did identify the order as HIGH RISK and I was advised NOT TO PROCESS/SHIP;
  3. Knowing that the order is HIGH RISK Shopify processed the payment anyway;
  4. There is no way to prevent orders Shopify identify as HIGH RISK from being processed in a future;
  5. There is no way for me to preview/screen the incoming order and ACCEPT/DECLINE myself to avoid paying the transaction fee;
  4. There is no option to discuss with supervisor/manager.
  
  The chat ended 4:02 pm - without addressing my concern or providing the path to contact the supervisor/manager.

  

  Business Response

  Date: 29/08/2023

  Hello,

  My name is ******, from the Shopify team.

  I appreciate your feedback with regards to our Fraud Analysis tools, and your recent experiences. 

  While our Fraud Analysis feature help merchants identify suspicious orders, it is ultimately the merchant’s responsibility to capture the payment and fulfill the order. 
  In the future, if you would like time to investigate orders before you accept payment for them, then you can set up manual payment captures: ***********************************************************************************************

  In addition to our built-in Fraud Analysis features, or setting up Manual Payment Captures, you can also download apps that help with fraud prevention from the Shopify App Store ***************************************************************************. Indicators and recommendations from these apps show up with Shopify's fraud analysis for each order.

  We also have Shopify Flow, which is a tool that you can use to automate tasks and processes within your store and across your apps. Learn more about Shopify Flow here: **********************************************. To create workflows for suspicious orders in Shopify Flow, you can use the provided templates. Particularly useful might be the "Capture payment if the order is not high-risk" and "Cancel and restock high-risk orders" templates.

  Please note that our Frontline Support team does not have a traditional “manager’ or “supervisor” to escalate these types of complaints to. Our Frontline Support team is equipped to handle most Shopify technical and billing issues, and we have escalated teams who can work further on issues only when required. In this case, we do not refund transaction fees.

  Please let me know if you have any further questions. 

  Thank you,
  ******
  Shopify Support
  

  
  

  Customer Answer

  Date: 30/08/2023

  
  
  Complaint: 20507748
  
  
  
  I am rejecting this response because:
  

  Although I appreciate the reply, it took me refunding 2 orders processed with "high risk" which shopify did not advice processing - x 2 lost transaction fee.  The first time I called I tried to get the answer offered now, to set to manual capture, the second time I tried that too - as evident from the chat transcript. I provided  All the chat support does,  every time I reach out, is offer APPs.  I found out myself how to get the setting changed to "manual capture" or "capture at fulfilment" without any assistance from shopify.  It took *** complaint to get that answered.  I do believe this reason alone justifies the refund of transaction fee if not for the both orders, the second order for sure.

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

  

  Business Response

  Date: 03/09/2023

  Hello,

  I appreciate your feedback with regards to your support experience, and I will ensure your feedback is reviewed further. While we have implemented a fraud filter to assist merchants in identifying potentially fraudulent orders, it is ultimately the responsibility of you, the merchant, to determine how you wish to proceed with each order. Our fraud analysis feature provides recommendations on the risk level associated with online credit card orders. However, as per our policies, it is important to note that the final decision on whether to fulfill, cancel, or refund an order lies with the merchant. We cannot assume responsibility for the decision made by the merchant regarding order fulfillment, and in cases such as this, we are not able to provide compensation. 

  Thank you,

  ******

• Initial Complaint

  Date:22/08/2023

  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.

  Someone keeps using my information to fraudulently open up accounts. I got a text verification code today (8/22/23) from Shopify and I have never had an account with them and I have had the same phone and number for 3 years. Someone has repeatedly used my number to open rewards and other accounts. I got on chat with Shopify to ask them to delete any of my information that they may have. They said to select a store and they would get a specialist to speak with me, and that if I didn't have an account that I should start a trial (not a free trial) so I could speak with a specialist. I told them I wasn't going to pay them just to get them to stop using my STOLEN information. I got no response after that.

  

  Business Response

  Date: 30/08/2023

  Hi ******,
  
  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to assist you.
  Due to the public nature of BBB, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  
  Warm regards,
  ******** | Shopify Support Lead
  
  

• Initial Complaint

  Date:22/08/2023

  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.

  My customer used my online store to purchase a personal training session package which I have set up on the shopify platform. My customer wanted to use the installment payment option but accidentally paid for the entire package in full on shop pay. She contacted me and informed me that she is on a budget and couldnt afford to pay the entire amount and requested a refund. Because I specialize and providing superior customer service I gave my customer a full refund. After going back to my shopify platform I realized that shopify still charged me 2.9% + .30 eventhough I fully refunded my customer. I ********************** could have easily voided the transaction and refunded my customer especially because I had not received payout for the order yet. Shopify did not inform me at the time of return that I would still be charged a fee if so I could have told my customer that and removed it from her refund instead. I should not be charged a transaction fee on a refund. Ive been with PayPal for 10 years and Im never charged fees on a full refund. It is ridiculous that shopify is preying on small business owners, being greedy, and trying to assess as many fees as possible. I would like the fee I paid refunded because I gave the money back to my customer. I reached out to customer service support and was informed that they could not give me a refund. I will continue to escalate this

  

  Business Response

  Date: 29/08/2023

  Hello,
  
  My name is ******, a Support Lead at Shopify.
  
  Thank you for reaching out, and we appreciate your feedback.

  Please note that transaction fees are an industry standard, and are a common feature in online commerce. We must charge transaction fees for the cost, maintenance, and upkeep of our Shopify Payments integration and integrations with third party payment providers. 

  With regards to refunds, our refund policies for Shopify Payments are outlined in our Shopify Payments Terms of Service (*************************************************************) Section C5, D5 and D6. This states that we will not refund credit card fees on Shopify Payments transactions when a merchant issues a return to a customer.

  For third party payment providers, the Shopify Terms of Service (**********************************************) Section **** states that Shopify does not provide refunds. Section 5 also addresses fees, and transaction fees are included within that category. 

  Please note that these policies are in place because payment providers charge transaction fees for the processing of payments, and these fees apply even when a transaction is refunded. As a benefit, unlike many other providers, Shopify does not charge any additional fees to process refunds. 

  For further details pertaining to creating returns and refunds, please visit this Shopify *********** link: ************************************************************************

  Please let me know if you have any additional questions. 
  

  Thank you,
  ******
  Shopify Support Lead

• Initial Complaint

  Date:22/08/2023

  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.

  I am replying to this ticket id Ticket ID: ************************************ I hope this email finds you well. I understand that the suspension was a result of recent high order value in a short period, and I genuinely apologize for any inconvenience this may have caused to both your team and our customers. I want to assure you that I take this matter seriously, and I am committed to resolving the issue promptly to ensure the seamless continuation of our business operations.A marketing company approached us to increase sales and told us they can deliver guaranteed sales so we have made a contract with them. I have a request as we got very bulk order and we need funds to fulfill it, if you can not allow us to process payment, so please allow us to refund some of order which we cant fullfill because we to have to pay to our suppliers and it save us from chargeback, if we can't provide them service soon. I hope you understand our critical situation. I am attaching our business plan and company document for your reference and want to assure you we have sufficient capital to manage any dispute but to prevent extra chargeback cost and other costs, we need to refund a few orders which we can't fulfill in a timely manner.My business relies heavily on the services provided by your platform, and I am dedicated to upholding the highest standards of quality and compliance. I kindly request your consideration in reinstating my merchant account at your earliest convenience, allowing us to resume our normal business operations.I understand that maintaining the integrity of your platform is of utmost importance, and I am fully committed to being a responsible and compliant merchant. I assure you that I will take every precaution necessary to prevent any future issues that might impact my account.

  

  Business Response

  Date: 29/08/2023

  Hello,

  My name is ******, a Support Lead at Shopify. 
  
  I appreciate you taking the time to reach out, and I recognize you are having issues related to high value orders and chargebacks. 
  
  Please note that, while your Shopify Payments account is under review, you can still access your Admin to conduct business activities, such as processing payments and fulfilling orders. Customers are not prevented from checking out, and can still place orders. 
  
  As is common practice among online payment gateways, a Shopify Payments review takes place to determine if you are eligible to use Shopify Payments as your payment gateway. In general, a review can be conducted to assess factors such as eligibility concerns, KYC verification, product/service supportability, and risk of chargebacks.
  
  If you have any further questions or concerns, you can also reply to your ticket: 68b21656-6e66-4c59-9222-65f862d194c5. This reply will go directly to the agent and team in charge of your review. 
  
  Thank you,
  ******
  Shopify Support Lead
  

  
  

• Initial Complaint

  Date:21/08/2023

  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.

  We have had an issue in our Shopify admin that does not correctly show the total sales for the day. Shopify has no phone support, the chat support saw the issue and said they have no solution. I asked for a manager to call me, they said they do not have manager. I asked for anyone to call me, and they said they would setup an appointment to call me. They neve called. Finally I did get someone to call me back, and they said the same thing, there is no solution to the problem, and there is no manager I can speak with. How can we run our business without support from Shopify?

  

  Business Response

  Date: 27/08/2023

  Hello ***,
  

  ****** here, an Operations Lead at Shopify. Thank you for sharing your concerns regarding the display of your Shopify sales, and your recent experiences with our support teams. 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,
  ***********;