Business Profile

Ecommerce

Shopify Inc.

Complaints

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

Customer Complaints Summary

1,487 total complaints in the last 3 years.
843 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:18/08/2023
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 first changed my subscription to 29USD a month or 38 cad and they auto charged me 348 USD. Every time I go to subscription cycle is says confirm subscription. THIS IS A PROBLEM ON THEIR END. I was charged above what I subscribed for. I subscribed for 29USD a month, not to be charged 348 USD plus conversion fees from my bank. This is criminal, I want a billing adjustment, I know they don't do refunds, but give me what I requested before being autocharged.
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 *** 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,
****** | Support Lead
Initial Complaint
Date:18/08/2023
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 opened an account with Shopify on Nov 2022 to build an online platform for a side project. After 3 months of free service I was charged $62.00(AUD) for service. *I am Canadian Citizen, residing in Melbourne for half the year. On August 4 I went to log into my account which had been innactive for a number of months to shut it down. Despite having my password and account name the two step authenticator stopped me from getting in. It asked me to use my mobile phone linked to the account to scan a QR code. I did this and it didn't recognise the phone ( The only thing that changed was that I had a Canadian Sim - unfortunatly lost my australian one in transit) the other way was with a code that I apparently downloaded when I set up the account (Couldn't find this anywhere). The phone that it said was registerd to the account was called *****'s iphone ( I have never called my phone that) This made me suspicious. I went through their account recovery process which included sending in a copy of my passport as ID. On August 13 I noticed a transaction from Shopify and realised that they had not gotten back to me to get into my account. I contacted their 24/7 account support portal. While the support person was polite they were not able to help me and said they needed to escalate it to an account security member. The next day I had still not been contacted and contacted them again. I have contacted them a total of 4 times - each time assuring me that they are taking it seriously but not ever resolving the issue. Its been 14 days and I am still waiting for an account security member to contact me. In the meantime one of the account support members has asked for my personal credit card details to cancel my account! This entire process has been drawn out and seems to be suspicious. I have the same password, account name and email address, handed in my passport and bank account to prove who I am yet I am getting nowhere with this account recovery.
Business Response
Date: 24/08/2023
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 *** 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,
****** | Support Lead
Initial Complaint
Date:15/08/2023
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.
Shopify offers a limited time trial to business owners for $1 to explore and choose whether the app is suitable for their business. I paid the $1 for the trial and chose not to keep/subscribe to the app because it is too complicated. After the $1 period ran out a subscription automatically started without my knowledge and permission. I noticed it after two months on my bank statement and immediately tried to cancel the subscription and contact Shopify but customer service is only via online messages, otherwise the website keeps sending me in circles and requesting that I update my profile and business info to continue. Shopify had saved my card info and when I tried to delete it I was not allowed to and was only given the option to replace with another card, Shopify has also communicated that I cannot cancel the subscription until I pay the ‘outstanding balance’ for the months it’s trying to acquire payment although I’m not using the app and didn’t subscribe to it. I keep getting weekly notifications stating that my payment method has failed (contacted my bank and put a stop payment on Shopify). I contacted Shopify three times requesting that they refund me and closed the account but they have not acted on it. My full bank card number was last requested to verify that it is indeed my profile. Before that my email address, address, full name, pictures of the payment notifications, and just about everything was requested but they still have not canceled the account. The 6 digit code they requested via email was also given and the rep kept saying they’re invalid. I’ve jumped through every hoop except for giving them my full card number to verify ‘an account for the repayment’. Please assist.
Business Response
Date: 16/08/2023
Hi *******,

My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to support received for your store. 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 *** 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,

**** | Support Lead
Customer Answer
Date: 17/08/2023

Complaint: 20461121

I am rejecting this response because:

Sincerely,

******* *****
Customer Answer
Date: 17/08/2023

Complaint: 20461121

I am rejecting this response because:
The business is still giving me the run around. Did as they requested and it’s a dead end.

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

Business Response
Date: 19/08/2023
Hi *******,

This is ****, the Support Lead from Shopify who has been previously assisting you.

Thank you for sending this complaint through to us. I can understand how frustrating a situation such as this can be and am happy to further assist you.

Due to the public nature of a ***, I have followed up on our current ticket *********. Please respond to it with any further questions in the meantime while I continue to look into your request and I'll be happy to continue to support you here going forward.

Kindest Regards,
**** | Shopify, Support Lead
Initial Complaint
Date:15/08/2023
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.
To be honest shopify is a poor platform for the merchant not only do they consistently shaft they dont care. They let chargebacks ruin your profits while they collect theirs. I had an item shipped with a provided label and then their *** account hit me with a 1400$ bill in shipping which is FAR from accurate. I once refunded a customer on a cancel order 1400$ but also he did a charge back at the same time. Costing me 2800$ for the order, Granted the money finally arrived back. After 4 weeks "neat". All around terrible company to be a merchant with. I do about 3 million in revenue a year so nothing for them to sleep on. I did a 700$ dispute against that billing which was bullshit and they did nothing. They responded with pay us back or we will shut your store down. But when they pull my money for bullshit customers I dont see them doing anything about it? Bunch of crooks. So is the *** by the way on a side note. Only A+ rate stores that people pay them for. If not you will never be A+ rated so thats a **** in itself
Business Response
Date: 16/08/2023
Hi ****,

My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to support received for your store. 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 *** 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,

**** | Support Lead
Initial Complaint
Date:11/08/2023
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.
Cancelled shopify store account in august 2021 via online portal, deactivated associated emails along with.Shopify (unknowingly) continued billing monthly until discovered on August 2023 that the billing was still occurring Contacted shopify via online service and received super slow, evasive help in regards to billing. Provided shopify with their invoice numbers, payment numbers, card numbers and all associated account info. Was bounced between a customer rep to a billing rep that eventually (after much prodding) only offered 6 month refund as opposed to the 24 months of incorrect billing. Asked to be escalated to decision makers to further address concerns and was promptly told they were ending communication with no further recourse.
Business Response
Date: 19/08/2023
Hi ****,

My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to support received for your store. 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,

**** | Senior Lead

Customer Answer
Date: 20/08/2023

Complaint: 20457026

I am rejecting this response because: situation is still Un-resolved & has been previously communicated in the manner indicated
Thank you **** for reaching out, however, this response is unsatisfactory. I engaged the Shopify team previously with all detailed requirements including Name, address, account information & payment information with Invoice numbers and was ,quite frankly, ignored and rejected. When I asked for further escalation to help resolve my concern I was ignored and disengaged by your team.
The fact I am now making a public complaint through a 3rd party organization is testament to how poor my service experience was. In the previous statement is all the contained info including the chat history with your team. Communication will be through this public forum as Shopify had the chance to resolve this in an amicable matter and instead I was treated quite poorly as a customer.
I will re-iterate now (as I did before) that my expectation is the full refund of the previous 24 months of improper/incorrect billing and consider this matter closed.
Sincerely,

***************************
Business Response
Date: 21/08/2023
Hi ****,

**** again from Shopify who has been previously supporting you. After reviewing the attached email of the previous support received from our billing & payments team, I can confirm that the support received is accurate support. As shown in our terms of service section ****: Shopify does not provide refunds.

Although this may not be the outcome you had hoped for, I understand your situation is unique. Which is why our support team provided you with a one time goodwill gesture to further support you, however, we are not able to provide more in regards to refunds.

As mentioned before, due to the public nature of the BBB I am unable to discuss account specific details here, therefore further details can be discussed in our open ticket #******** if you have any questions.

Kindest Regards,
**** | Shopify, Support Lead

Customer Answer
Date: 22/08/2023

Complaint: 20457026

I am rejecting this response because: Still not resolved
Good Evening ****
Thank you for reiterating the policy. Frankly policy quoting is a very low form of customer service. This has been previously communicated, what has also been previously communicated is that the account/store was shut down in AUG 2021 and Shopify continued to bill the now closed account monthly until discovered in AUG 2023 after following Shopify's instruction on shop shutdown. During that 24 month period there were **** services used, **** services rendered, and **** activity on the store (because remember it had been closed using Shopify's Instruction). There is a completed listing of all 24 invoice numbers that can be provided that showcase that Shopify, in the timeframe of AUG 2021-AUG 2023 continued the billing with zero service rendered.
I'm asking for a mistake to be corrected, I'm asking that Shopify do the right thing and refund the allocated 24 months of incorrectly/ inappropriately billed invoices. I'm asking Shopify (a **** Billion Market cap company) to refund roughly the amount of $300 CAD.
I have been a patient customer and now (yet again) I am engaging a third party organization for a refund. Do the right thing, and let's move on from this matter.
If you cannot help in this extent, I would request escalation to another level who can accommodate my service request.
Sincerely,

***************************
Customer Answer
Date: 23/08/2023
Complaint: 20457026

I am rejecting this response because: Still not resolved

Good Evening ****

Thank you for reiterating the policy. Frankly policy quoting is a very low form of customer service. This has been previously communicated, what has also been previously communicated is that the account/store was shut down in AUG 2021 and Shopify continued to bill the now closed account monthly until discovered in AUG 2023 after following Shopify's instruction on shop shutdown. During that 24 month period there were **** services used, **** services rendered, and **** activity on the store (because remember it had been closed using Shopify's Instruction). There is a completed listing of all 24 invoice numbers that can be provided that showcase that Shopify, in the timeframe of AUG 2021-AUG 2023 continued the billing with zero service rendered.

I'm asking for a mistake to be corrected, I'm asking that Shopify do the right thing and refund the allocated 24 months of incorrectly/ inappropriately billed invoices. I'm asking Shopify (a **** Billion Market cap company) to refund roughly the amount of $300 CAD.

I have been a patient customer and now (yet again) I am engaging a third party organization for a refund. Do the right thing, and let's move on from this matter.

If you cannot help in this extent, I would request escalation to another level who can accommodate my service request.

Sincerely,

***************************
Business Response
Date: 23/08/2023

Hi ****,

**** here. Due to the public nature of the BBB, I am unable to discuss account specific details here and for that reason I have followed up to you directly by email, please respond in our open ticket #******** if you have any further questions.

Kindest Regards,
**** | Shopify, Support Lead
Customer Answer
Date: 24/08/2023

Complaint: 20457026

I am rejecting this response because: Guess what, Still not resolved!
Good evening ****, again thank you for reiterating the policy regarding refunds. As previously discussed that is a very low form of customer service and is quite frankly insulting at this point. I have included your latest email (sidestepping BBB communication I might add) that basically admits to Shopify's policy of inappropriate / incorrect billing while attempting to force an end to this challenge. Honestly, this is a great opportunity for Shopify to both update their process in regards to shop closures (which based on your description is your company covertly billing potentially thousands of customers as Junk fees without communicating with them) and come out looking better by resolving an outstanding customer issue.
I will not accept inappropriate charges leveled between AUG 2021-AUG 2023, and the expectation is full refund of the inappropriately billed 24 months. Your "policy" explanation is not a resolution, I have provided all necessary documents and explanations for refund and you have not honored by request for escalation.
This is unacceptable and you need to honor my solution.
Sincerely,

***************************
Customer Answer
Date: 25/08/2023
Complaint: 20457026

I am rejecting this response because: Guess what, Still not resolved!

Good evening ****, again thank you for reiterating the policy regarding refunds. As previously discussed that is a very low form of customer service and is quite frankly insulting at this point. I have included your latest email (sidestepping BBB communication I might add) that basically admits to Shopify's policy of inappropriate / incorrect billing while attempting to force an end to this challenge. Honestly, this is a great opportunity for Shopify to both update their process in regards to shop closures (which based on your description is your company covertly billing potentially thousands of customers as Junk fees without communicating with them) and come out looking better by resolving an outstanding customer issue.

I will not accept inappropriate charges leveled between AUG 2021-AUG 2023, and the expectation is full refund of the inappropriately billed 24 months. Your "policy" explanation is not a resolution, I have provided all necessary documents and explanations for refund and you have not honored by request for escalation.

This is unacceptable and you need to honor my solution.

Sincerely,

***************************
Business Response
Date: 26/08/2023
Hi ****,

**** here, thank you for following up on this. As previously mentioned in our communication, due to the public nature of the BBB, I am unable to discuss account specific details here. This is for privacy reasons to our merchants and why further discussions in regard to your account have been done through email.

I recognise that the resolution presented is not what you are looking for. However a one time goodwill gesture of a refund, despite our policy of no refunds, has been previously provided by our specialists to you. We are unable to provide further refunds for your account as you wish and the decision has been made final.

Kindest Regards,
**** | Shopify, Support Lead
Customer Answer
Date: 28/08/2023

Complaint: 20457026

I am rejecting this response because: Still unresolved
Really disappointed with Shopify's pure disregard for customer service. Frankly this is not-satisfactory and really underlines your poor business practices while showcasing how your policies are, quite honestly, a ****** rip-off that intentionally bills customers behind their backs.
I will reiterate that I (as a previous customer):
- have provided all proof of the inappropriate/incorrect billing
- can provide the full list of 24 inappropriate invoices
- have communicated fairly and with good intention to resolve quickly and efficiently to expect fair resolution
Shopify has:
- needlessly recommunicated policies in a demeaning manner
- admitted (in full email communication via policy) that your company intentionally bills customers after closure of services
- has admitted to their mistake and yet refuses to make right the error that has occurred
- tried to move communication from the BBB space to obscure their business practices & poor customer service.
- all the while becoming progressively ***** and trying to force closure on an issue that is not to the customer's satisfaction.
I will reiterate that this matter can be closed by: refunding the 24 months of incorrect billing immediately, this request will go away as soon is accomplished.
My Positive ending to the communication is to: DO THE RIGHT THING
My Business ending to the communication is: Every hour costs you more than it does me, do the right thing, salvage your business reputation, and buck up for a $300 refund.
Sincerely,

***************************
Customer Answer
Date: 29/08/2023
Complaint: 20457026

I am rejecting this response because: Still unresolved

Really disappointed with Shopify's pure disregard for customer service. Frankly this is not-satisfactory and really underlines your poor business practices while showcasing how your policies are, quite honestly, a ****** rip-off that intentionally bills customers behind their backs.

I will reiterate that I (as a previous customer):

- have provided all proof of the inappropriate/incorrect billing

- can provide the full list of 24 inappropriate invoices

- have communicated fairly and with good intention to resolve quickly and efficiently to expect fair resolution

Shopify has:

- needlessly recommunicated policies in a demeaning manner

- admitted (in full email communication via policy) that your company intentionally bills customers after closure of services

- has admitted to their mistake and yet refuses to make right the error that has occurred

- tried to move communication from the BBB space to obscure their business practices & poor customer service.

- all the while becoming progressively ***** and trying to force closure on an issue that is not to the customer's satisfaction.

I will reiterate that this matter can be closed by: refunding the 24 months of incorrect billing immediately, this request will go away as soon is accomplished.

My Positive ending to the communication is to: DO THE RIGHT THING

My Business ending to the communication is: Every hour costs you more than it does me, do the right thing, salvage your business reputation, and buck up for a $300 refund.

Sincerely,

***************************
Business Response
Date: 29/08/2023
Hi ****,

**** here, thank you for following up on this. As previously mentioned in our communication, due to the public nature of the BBB, I am unable to discuss account specific details here. This is for privacy reasons to our merchants and why further discussions in regard to your account have been done through email.

I recognise that the resolution presented is not what you are looking for. However a one time goodwill gesture of a refund, despite our policy of no refunds, has been previously provided by our specialists to you. We are unable to provide further refunds for your account as you wish and the decision has been made final.

Kindest Regards,
**** | Shopify, Support Lead
Customer Answer
Date: 31/08/2023

Complaint: 20457026

I am rejecting this response because: You literally copied and pasted the previous Email
So I will reiterate as well:
- Refund the 24 months inappropriate/ incorrect / pretty sure its Illegal, billing charges (that I have provided ample evidence for)
- Please escalate this situation passed this individual as they obviously have no intent of providing any type of customer service
- also the line about privacy is an absolute crock, all the info has been provided and as the information being referenced is mine (and mine alone) we can talk about it on this platform all day
Thanks in advance for moving my complaint further up the chain!
Sincerely,

***************************
Customer Answer
Date: 01/09/2023
From the CONSUMER:
Sent 8/31/2023 10:36:49 PM

Complaint: 20457026

I am rejecting this response because: You literally copied and pasted the previous Email

So I will reiterate as well:

- Refund the 24 months inappropriate/ incorrect / pretty sure its Illegal, billing charges (that I have provided ample evidence for)

- Please escalate this situation passed this individual as they obviously have no intent of providing any type of customer service

- also the line about privacy is an absolute crock, all the info has been provided and as the information being referenced is mine (and mine alone) we can talk about it on this platform all day

Thanks in advance for moving my complaint further up the chain!

Sincerely,

***************************
Business Response
Date: 01/09/2023
Hi ****,

**** here from Shopify support. I am happy to reiterate the context I previously provided via email here as the BBB portal is your preferred method of communication.

As mentioned previously, your store was not closed in August of 2021. At that time you switched your subscription to the Full Pause Plan. This plan is no longer available, however in August of 2021 we did have public information regarding this plan on our website. The following information would have been available to you at that time:

Full Pause Plan
The Full Pause plan costs nothing (no subscription fees) and allows merchants to pause their store completely for three months. When they are ready to come back, they can reopen their store at any time by logging in and choosing a plan. It can be selected from within the admin by heading to `Settings > Account > Plan & Permissions > Pause`. This plan is available to all merchants (once their store has been on a paid plan for at least 60 days after the end of their trial).
While their store is on Full Pause, merchants cannot access their Shopify admin (no ability to edit their store or view information and their storefront is disabled (so customers cannot view the store nor make purchases). Instead, customers will see a message letting them know that the store is temporarily closed. Merchants will be able to collect visitors email addresses to use for future communications and to inform customers once the store reopens.

WHAT HAPPENS AFTER THE 3 MONTHS?
When the three months are complete (and the merchant has not reactivated the store themselves), they will be transitioned to the $9 USD/month Pause and Build plan. This plan will keep their storefront on pause while opening up the admin so they can begin working on their store and get ready to start selling again. Merchants will receive an email to notify them of the reactivation as the end of their pause period approaches.

Ultimately it is up to our merchants to manage their subscriptions and payments. It is also Shopifys policy that we do not provide refunds. We do recognize that your situation was unique, and we did provide you with a partial refund which weve detailed in our email correspondence.

I appreciate that this is not the result you were hoping for. We are firm in that we will not be able to provide any further compensation.

Kindest Regards,
**** | Shopify, Support Lead

Customer Answer
Date: 07/09/2023

Complaint: 20457026

I am rejecting this response because: copy and pasted another email this time
same response as previous, you're company obviously does not respect its customers.
Please provide refund.

Sincerely,

***************************
Initial Complaint
Date:11/08/2023
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.
Last year I paid around $130 for my shop on Shopify. When I received my credit card bill recently I noticed that the price jump exponentially ($348!!) without Shopify ever notifying me of the annual charge. Had I known I would have opted for monthly charges. I contacted Shopify support via chat because there is NO phone option. Agent 1, *******, and I discussed closing my store because they don't offer a lower plan (Shopifylite) any longer. She told me to close the store, provided the steps, and once I confirmed she would escalate my request for a refund. Later that day, I followed up and spoke with *** * who told me my shop was still open. I clarified that I rcvd a confirmation email my shop closed that morning and when I log in it says it's inactive. The next Agent, ****** * replied (DO YOU SEE HOW FRUSTRATING THIS IS TO SPEAK TO SEVERAL REPS INSTEAD OF 1 VIA PHONE?) who stated their 'general rule' is not to refund. I explained that Agent 1 told me they were escalating. ****** continued to say there's nothing they can do, no they would not escalate to a manager, no they would not provide a phone number, no they wouldn't call me. There was NO SUPPORT. ****** apologized for the miscommunication from ******* and again told me there's no option for me to get refunded. I reactivated my store and opted for monthly billing and asked for a credit of the remainder charged. Agent who knows what number at this point, *****, tells me that I had 30 business days to cancel. I apparently missed that by 2 business days!! I pleaded for escalation to billing/mgmt for assistance. This was a full 24 hours of circles, different agents understanding of policies and NO SUPPORT. I am simply asking to keep my store (original request) but a lower pymt (monthly) and switched to monthly but they are holding hostage $300 and refuse to refund the balance sitting on my account. This is absolutely ludacris that you can not speak to ONE person (a manager) for help at Shopify!
Business Response
Date: 16/08/2023
Hello ********,

My name is ***** - I am a Support Lead here at Shopify.
I appreciate you bringing this issue to our attention. I have reached out to you via the email address you provided to discuss this further. I look forward to hearing back from you.

Thanks,
***** | Support Lead

Customer Answer
Date: 16/08/2023

Complaint: 20456507

I am rejecting this response because: Shopify email support does not work. This is the circles I've been going round and round with for days with different agents who reply to the email thread. Yet another email thread does not help. I've read *****'s response which is from the same email address all other support emails come from. There's no way to get assistance directly from one person at Shopify, or have my case be escalated to a manager. Instead *****'s email is denying escalating my request for the funds sitting on my balance to be returned to my credit card.

Sincerely,
******** ***
Business Response
Date: 16/08/2023
Hi ********,
I do understand that you were not provided the answer that you were hoping for. I am a manager here at Shopify, all emails sent through our tooling come from the same address. Our decision on this matter is final. I have provided more information in ticket # ********.
Thanks,
***** - Support Lead
Customer Answer
Date: 16/08/2023

Complaint: 20456507

I am rejecting this response because: ***** stated: "I understand that this is not the resolution you were hoping for. I do see that you have been told different information by different advisors and for that I do apologize."
One of those agents advised me to CLOSE my store and they would escalate it. I followed those steps, and later was told by the agent they could not escalate it, so I REOPENED my store within 24 hours and Shopify charged me $20! Why would I be penalized by following your agents directions? So you've doubled your rate, charged me, are holding my funds hostage, and then charged me an additional fee for following your company's directions?
Again, this is NON customer service of the worst kind. I highly advise anyone considering Shopify for their business to look elsewhere. This company does not care about its customers.

Sincerely,

********
Customer Answer
Date: 17/08/2023

Complaint: 20456507

I am rejecting this response because: ***** stated: "I understand that this is not the resolution you were hoping for. I do see that you have been told different information by different advisors and for that I do apologize."

One of those agents advised me to CLOSE my store and they would escalate it. I followed those steps, and later was told by the agent they could not escalate it, so I REOPENED my store within 24 hours and Shopify charged me $20! Why would I be penalized by following your agents directions? So you've doubled your rate, charged me, are holding my funds hostage, and then charged me an additional fee for following your company's directions?

Again, this is NON customer service of the worst kind. I highly advise anyone considering Shopify for their business to look elsewhere. This company does not care about its customers.

Sincerely,

********
Business Response
Date: 25/08/2023
Hi ********,
***** here from Shopify Support. As mentioned in my previous response our decision on this issue is final. I can confirm that the support received is accurate support. As shown in our terms of service section 5.10: Shopify does not provide refunds.

Although this may not be the outcome you had hoped for, I understand your situation is unique. Which is why our support team provided you with a subscription credit to further support you, however, we are not able to provide more in regards to refunds.

As mentioned before, due to the public nature of the *** I am unable to discuss account specific details here, therefore further details can be discussed in our open ticket #******** if you have any questions.
Thanks,
***** | Support Lead
Customer Answer
Date: 25/08/2023

Complaint: 20456507

I am rejecting this response because: *****, I copied and paste your previous communication on the ticket where you stated that the advisors indeed incorrectly stated the policy. Apparently your advisors don't understand the policy any more than customers. I was not provided a credit either. Shopify pre-charged me for the entire year and those credits in my account are the funds I PAYED FOR - the very ones that I have requested returned to my credit card and you continue to deny me. Regardless, it's evident that Shopify is not a company that cares for their customers on any level. They are focused on one thing: profit and greed at the expense of their customers. No further communication is needed as we will not get anywhere with this complaint.

Sincerely,

********
Initial Complaint
Date:10/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve sent 10+ emails about trying to close my account and they continue to charge my card monthly! They will not allow me into my account to delete or change things! THEY ARE UNLAWFULLY CHARGING MY DEBT ACCOUNT
Business Response
Date: 19/08/2023
Hi there,

My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to support received for your store. 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 *** 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:07/08/2023
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.
On 7/26/23 I attempted to gain access to my legal tax / sales documents from my business that has been closed down for 2+ years. For some odd reason, Shopify does not provide ****************** owners for said documents without paying their monthly subscription. I was told prior to making the payment of $65.79 that I would be refunded, as I only needed 1 hour in my account to retrieve my legal reports. Afterwards, they told me I needed to give them the go ahead to refund my account & I did within a timely manner. There was no response after 10 minutes, so I sent a "?" - ANOTHER 10 MINUTES no response, so I said I would dispute with my bank. no response. after disputing with my bank, they turned around and said "oh she just hasn't closed her account yet and that's why we can't do the refund". even though the account WAS and IS closed. its been two weeks and I still have not been contacted by the person who offered the refund. I will not pay for a monthly subscription for a business that is closed.
Business Response
Date: 14/08/2023
Hi ******,

I'm ********, the Support Lead with Shopify. I'm delighted to offer you the assistance you require. To maintain the privacy and confidentiality of your store and data, I kindly request that we continue our conversation through your private email, which you have provided in this complaint.

By shifting our communication to email, we can ensure the security of your store information. Please be assured that I am fully dedicated to providing you with the highest level of assistance and support.

Kind regards,

*************;
Shopify Support Lead

Customer Answer
Date: 07/11/2023

Complaint: ********
I am rejecting this response because:
Following up on complaint #******** since I still have no resolution. I needed access to my legal reports (which should be accessible by business owners for free indefinitely already, and their employee offered to provide a refund prior to me making a purchase for a monthly membership with them. My business has not been in service for multiple years now so there is no use for me with their membership other than my legal reports. Once I followed up with him that I had everything I needed (only took 1 hour) he stopped responding. I still havent gotten a response from him since. *** tried to contact several other people to handle this situation and they say my bank hasnt cancelled the dispute. Its been months now so I should be refunded by Shopify as I was promised. I have written proof of them saying this.

Sincerely,

*************************
Business Response
Date: 07/11/2023
Hi ******,

I'm ********, the Support Lead at Shopify again.

I have some great news to share with you. We have completed our internal check, and I personally contacted you via email (ticket #********) to ensure consistent communication. As BBB is a public platform, I have shared all the details there for your convenience. Please check your inbox for all the information you need.

Please let me know if there is anything else I can assist you with.

Kindest regards,
********
Shopify Support Lead
Initial Complaint
Date:06/08/2023
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'm filling a complaint because I went to this website harbor soul a company use Shopify I placed the order for 160 dollars and the payment said unsifuent funds when I had the money on there and know my money gone I purchased jordans 6 metallic chrome retro pre owned item number dq500-9-268 the payment came off my card and my card carrier said but I don't like this feeling the company name ****** **** **** * ****** *** ****** ** ***** *** ******* **** *** **** ****** ****
Business Response
Date: 08/08/2023
Hi ********,
My name is ****, I am a Support Lead here at Shopify.
Thank you for sending this complaint through to our team, I can see there are a few open tickets regarding your recent purchase issues. Given the public nature of ***, I have opened up a new email to discuss next steps you can take.
Speak soon,
**** | Shopify Support Lead
Initial Complaint
Date:06/08/2023
Type:Service or Repair 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.
On the 29th of July I signed up to Shopify in order to open an online store. I started the set up and then left it for the day. When i tried to log in on the 30th to continue setting up my store I realized i had already forgotten my password! (I realize this is my fault). The problem I had was I decided on a new name for my store due to one not being available as a **** address. I created a new business account but deleted to email account linked to my store. I contacted customer support for help and also began trying to recover the email address so I could get a forgot password link and fix the issue my self, however customer support elevated the issue to the escalation team - this meant I could not get a reset password link or do anything at all to fix the issue until the escalation team contacted me. I have chased this with customer support nearly everyday for an update but they can tell me is that the escalation team will be in contact when they are ready. There is no way for me to contact them i just need to accept that it will take as long as it takes and I cant have any kind of timescale. I am paying for a subscription for a store that i neither have access to nor can sell from, this is not acceptable. As i mention I realize it was my mess up in the first place but that should not mean I am treated this way and continue to be charged for something I am not getting any use from. All I want is to be able to reset my password and carry on building my business.
Business Response
Date: 14/08/2023
Hello ******,
My name is ******, a Support Lead at Shopify.
I appreciate you taking the time to reach out, and I understand you are having issues logging into your store. Please note that I have located the support ticket associated with your email address, and our team has followed up with you via email. The ticket number is ********, and you can reply to that email to discuss this matter in detail in our authenticated support channels. We appreciate your patience and feedback, and will continue to provide you with support via that ticket.
Thank you,
******
Customer Answer
Date: 14/08/2023
****** ******** *******

I have reviewed the response made by the business in reference to complaint ID 20429490, I have had an email this morning and have responded. I now await Shopify responding to this.

Sincerely,

****** ****

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