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

  
• 

  Shopify

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

• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

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:05/08/2023

  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.

  I cannot login or reset my password. I keep getting the attached error messages. Says my account is linked to google - i use the link, login and it takes me back to google. This has been happening to two months. I try to use the chat feature and they are no help. My business went under 3 months ago. I have been attempting to deactivate my account / subscription since the end of April and cannot get in. Please deactivate my account and refund me for the last 2 months. Thank you.

  

  Business Response

  Date: 12/08/2023

  Hi, ********.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like you’ve run into some issues around logging in to deactivate your account. I recognize the frustration you must be feeling and would like to help.
  
  Due to the public nature of the *** I am unable to discuss account specific details here. Please check the inbox for you at the email provided on this complaint; I’ve 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 #******** to find it quickly.
  
  Best,
  ****** * | Support Lead 
  

• Initial Complaint

  Date:04/08/2023

  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.

  Our company was notified via QB in an email that we would need to start using a new POS system and that they had partnered with Shopify and provided us with a discount code. We began setting up our company using Spotify in March. I made three hardware purchases (all of which was mandatory in order to completely set up Spotify). One of the hardware purchases was in March, once I realized it was the incorrect size i contacted Shopify who told me to simply refuse the delivery and they would refund me. I did and the delivery was returned to Shopify April 3. It is August 4th and I have yet to receive a refund. I have messaged "customer support" NUMEROUS times. Each time I waste around 2 hours chatting with support until they finally tell me they have to "reach out to the specialist team" and then get back to me no later than 24 hours. After that I NEVER hear from the person on the chat OR a "specialist team" even when I open up the old chats and try to speak to them again. My next complaint. We were NEVER able to properly set up our POS system with Shopify and after four months was told that Shopify was "not compatible with our version of Quickbooks". I was not told this until FOUR MONTHS AFTER SIGNING UP. In those four months I was told countless times that they would send my requests and issues out to their "specialist teams" with zero follow up after that. I was told to be patient since it was a new merger and there were some kinks they had to work out. Since I had to wait four months for Shopify to finally admit they aren't compatible with our version they REFUSE to refund ANY of the hardware and all but one month of subscription fees. Oh and still no refund for the shipment of hardware that they told me to refuse delivery on and did successfully. **** ** * ******** 

  

  Business Response

  Date: 10/08/2023

  Hi *****

  I’m ****, the Support Lead from Shopify who reached out by email. I appreciate you bringing your concerns to us. 
  
  As I shared in my last email, the returned hardware order has now been refunded. It's not expected that refunds for hardware would take as long as it did, and I apologise for any strain your business may have experienced as a result of the delay. 
  
  I'm happy to help with any follow up questions, so please feel welcome to send them in reply to my email. 

  Kind regards,

  **** | Shopify Support Lead

  Customer Answer

  Date: 14/08/2023

  
  Complaint: 20424119
  
  I am rejecting this response because: there is still the unresolved issue of purchased hardware we could never use and monthly subscriptions we paid for a service you could not provide.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 20/08/2023

  Hello *****, 

  
  Please refer to the email correspondence which addresses these concerns. 

  
  Kind Regards

  
  *** - Shopify Support Lead
  

  
  

• Initial Complaint

  Date:04/08/2023

  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.

  I've made 4 purchases through businesses using Shopify since I've moved to the LA area. Every single package gets sent to the incorrect address even though I input my correct address. I can't reach them to get the issue resolved so Merchants keep losing money as they have to reship using a different shipping service and I can't place any orders through their system as it overrides to a different address. My address is **** **** ** *** ******* ** *****. They continue to send packages to **** * **** ** *** *** ******** ** ***** and since the addresses are both in LA I never know until the package is delivered and therefore too late for me to try to reroute.

  

  Business Response

  Date: 09/08/2023

  Hello ******,
  
  **** here, a Shopify Operations Lead.
  
  I just emailed you a response to the email provided on this **** ******** ******, the ticket number is: ********
  
  Don’t hesitate to reply to that email for further questions.
  
  Best,
  
  **** | Shopify Operations Lead
  

• Initial Complaint

  Date:02/08/2023

  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 have opened a second store with shopify and we have an issue that they wont ask technical support to investigate, all you get is customer service agants in ********** sending you suggestions...it is YOUR platform i am a PAYING customer so stop telling me to HIRE a ********************** dev to invetigate its YOUR platform you investigate and fix, i appreciate staff are being laid off to increase profit at shopify but you still need to fix issues, AI cant do that....We have checked as far as we can but from 10 years with shopify i know when there is a checkout issue and only tech can fix it, its happened many times with our original store and i am not being told to go and pay for a dev to fix a shopify issue!Please pass up as a FAULT to TECH support to FIX!Lots of traffic and an abandon rate of ****% which means 100s of customers a week are unable to checkout, its that simple!

  

  Business Response

  Date: 10/08/2023

  Hi, *************
  
  This is ****** and I am an Operations Lead here at Shopify.
  
  It sounds like youve run into some issues around your customers being able to complete purchases. 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.
  
  Thanks,
  ************** | Operations Lead 
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20411291
  
  I am rejecting this response because:

  Hi YET AGAIN issues with the functionality of the shopify checkout on the shopify platform, clearly an issue and have asked maybe half a dozen customer service aganets sat at home in ********** who "work" for shopify...asked for evidence so i have sent customer emails what they see that STOPS them checking out!! Again today several rude emails from ********** saying all over again sorry cant send to tech support not givenm me any information...so frustrating clearly the recent layoffs at shopify have wjhittled down there tech staff and these so called customer service sitting at home are clearly told not to pass on tech issues just frustrate us...i WANT what i am paying for!! the SERVICE is not being provided as per your contract so fix it!!!!!!!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 18/08/2023

  Hi, *************
  
  In the interest of your privacy and security, we cannot discuss store-specific details in a public forum. You can review our full correspondence around this complaint, including recent replies, in your email inbox by searching the reference number of the ticket we created to work with you on this (#********).
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 20411291
  
  I am rejecting this response because:

  Shopify KNOW there is severe problems being caused on many stores since there one page checkout update recently stopping customers from checking out and paying, so we are losing all revenue for over a week now on TWO stores. We have been trying to get support now there is no call or email you have to fight a chat bot to finally get through to a human, who then says how is the problem being caused exactly, so i tell her, she says the script reply oh there is no issues, you look on trustpilot or ******* there are ****s complaining of this issue!!! still says no issues. Ok promises to pass to a tech team to investigate, comes back days later ok tech looked deeply cant find any issues bye. NO there is issyues we still have masses of customers on BOTH stores not able to pay we are losing money this is my business this is how i feed my family!!!! Its a disgrace oh and how is it legal even in canada there is not and never has been a complaints procedure listed on there website anywhere???? They are owned now by hedge funds who have squeezed every dollar they can out of it sacking most of the workforce in the last year and NOT fixing issues which they are conbtracted to do i am a paying customer on THERE platform and i am NOT receiveing a set standard of service which is in breach of the contract also!!!

  Desired Outcome:
  FIX the issues and you will this time have to pay me for loss of income due to not providing the service we agreed on! I am losing around **** a day on both stores for the week at least.

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

  

  Business Response

  Date: 03/10/2023

  Hi, *************
  
  As previously mentioned, in the interest of your privacy and security, we cannot discuss store-specific details in a public forum.
  
  You can review our full correspondence around this BBB complaint, including recent replies, in your email inbox by searching the reference number of the ticket we created to work with you on this (#********).
  
  If you have evidence of any malfunction, feel free to reply to that email with details so we can review it and ensure you are being appropriately supported. We are committed to reviewing and troubleshooting any technical issues merchants have with their store, but we rely on merchants to provide evidence and details of these issues so we have the full context needed to assist. 
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 20411291
  
  I am rejecting this response because:

  The support have NOT provided any evidence that technical support have reviewed my store.

  There is clear evidence that my store seeing zero conversions since the new checkout update is inline with ****s of other stores reporting the very same issue online, my store has not been fixed to the standard of contract when shopify KNOW there is an issue affecting stores worldwide with there new platform update.

  I have proved there is an issue from the screenshots supplied when I contacted shopify support last week. 

  I seek the fixing of my store after your update has destroyed our revenue and compensation for loss of revenue which is ongoing!

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

  Customer Answer

  Date: 03/10/2023

  
   
  Complaint: 20411291
  
  I am rejecting this response because:
  
  The support have NOT provided any evidence that technical support have reviewed my store.
  
  There is clear evidence that my store seeing zero conversions since the new checkout update is inline with ****s of other stores reporting the very same issue online, my store has not been fixed to the standard of contract when shopify KNOW there is an issue affecting stores worldwide with there new platform update.
  
  I have proved there is an issue from the screenshots supplied when I contacted shopify support last week. 
  
  I seek the fixing of my store after your update has destroyed our revenue and compensation for loss of revenue which is ongoing!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2023

  Hi, *************
  
  If you can show any specific details that indicate that your conversion rate can be attributed to anything other than customer choices, please send it to ** via regular support channels where we can verify you as the store owner.
  
  Evidence should include details like:
  * links to abandoned carts where customers have been unable to check out
  * screenshots of error messages that occur during checkout
  * screenshots of customer messages describing any errors at checkout.
  * details of any errors that occurred when you attempted a test order.
  * times and dates when you noticed issues.
  
  As always, any evidence of errors or malfunction will be sent to the appropriate technicians, and the more detail provided, the more effective and efficient troubleshooting will be. We remain committed to providing a store framework with as few barriers to purchase for merchants customers as possible.
  
  We can only assist you with store-specific troubleshooting via regular support channels. Please direct any further questions or evidence of issues there.
  
  Best,
  ************** | Support Lead 
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 20411291
  
  I am rejecting this response because:

   

  Ok im rejecting because what the h*** are you talking about WRONG complaint for, your responding to a complaint from February....i filed a complaint this week answer the correct one firstly!!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/10/2023

  Complaint: 20411291
  
  I am rejecting this response because:
  
   
  
  Ok im rejecting because what the h*** are you talking about WRONG complaint for, your responding to a complaint from February....i filed a complaint this week answer the correct one firstly!!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/10/2023

  Hi, *************
  
  This is the only complaint you currently have open in our BBB portal. Any older complaints are already closed, and we cannot reply to them.
  
  We can only assist you with store-specific troubleshooting via regular support channels. Please direct any further questions or evidence of issues there.
  
  Best,
  ************** | Support Lead 
  

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20411291
  
  I am rejecting this response because:

  The recent claim is this week has BBB lost it or shopify??

  Ps i have sent many replies to shopify support in reply NOT ONE reply for days on the open ticket!!!!!!!

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

  Customer Answer

  Date: 06/10/2023

   
   
  Complaint: 20411291
  
  I am rejecting this response because:
  
  The recent claim is this week has BBB lost it or shopify??

  MOST RECENT ISSUE: 

  Shopify KNOW there is severe problems being caused on many stores since there one page checkout update recently stopping customers from checking out and paying, so we are losing all revenue for over a week now on TWO stores. We have been trying to get support now there is no call or email you have to fight a chat bot to finally get through to a human, who then says how is the problem being caused exactly, so i tell her, she says the script reply oh there is no issues, you look on trustpilot or ******* there are ****s complaining of this issue!!! still says no issues. Ok promises to pass to a tech team to investigate, comes back days later ok tech looked deeply cant find any issues bye. NO there is issyues we still have masses of customers on BOTH stores not able to pay we are losing money this is my business this is how i feed my family!!!! Its a disgrace oh and how is it legal even in canada there is not and never has been a complaints procedure listed on there website anywhere???? They are owned now by hedge funds who have squeezed every dollar they can out of it sacking most of the workforce in the last year and NOT fixing issues which they are conbtracted to do i am a paying customer on THERE platform and i am NOT receiveing a set standard of service which is in breach of the contract also!!!

  Ps i have sent many replies to shopify support in reply NOT ONE reply for days on the open ticket!!!!!!!
  

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

  
  
  

  

  Business Response

  Date: 11/10/2023

  Hi, *************
  
  We havent received any new complaint from you via BBB at this time. If you have submitted one recently, it may not have reached us yet. It is also possible it has been automatically resolved, as the BBB typically closes duplicate complaints. If you wish to check on the status of any new complaints with the BBB, you may want to contact their support.
  
  We are always happy to investigate, troubleshoot and resolve any potential issues or malfunction on your stores, but need evidence and details to do this. If no evidence is found and no detail provided, we can not troubleshoot further. We have provided information on what kind of details we can use; screenshots of or references to ******* conversations and Trustpilot reviews arent actionable evidence.
  
  Youre welcome to provide any recent ticket numbers in a reply to ticket ******** with more information, if youd like any new interactions reviewed by the Support Lead team.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:31/07/2023

  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 a business website through Shopify. I need assistance with their service. I pay $51/month for the service. There is no way to get in touch with customer service to assist with my needs to launch my site. The only way to communicate is via a chat and they are unable to help. I've spent hours trying to get help from them with no success. I just want to be able to speak with a person from Shopify. When I first signed up with them it was possible to talk live to customer service.

  

  Business Response

  Date: 31/07/2023

  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 making modifications to your store. Due to ***s 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, 
  

  ******* | Shopify Operations Lead

• Initial Complaint

  Date:29/07/2023

  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.

  I got flyers in my mailbox last few weeks. Not sure how I even got on it I spoke to CS rep who was unable to understand English. So I wasted over 30 min explaining my simple request, only to realize that they thought I meant email, which is very easy to unsubscribe/ So...here is my simple request your CS reps are unable to fulfill. *********** ***** ** **** ******* ******** ** *****   Please remove this information from you flyer list. And please don't say, oh its going to take 6 months, no, now please, Tired of companies holding onto my info

  

  Business Response

  Date: 08/08/2023

  Hi, **********.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  I have looked into this for you, and can see a request to be removed from physical mailouts has been already processed. You can search your email for ticket reference number #40394653 to see the details of that conversation.
  
  Please let us know if you have any other questions.
  
  Best,
  ****** * | Support Lead 
  
  

  Customer Answer

  Date: 08/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20393709, and find that this resolution is satisfactory to me.
  
  Sincerely,
  *********** *****
  

• Initial Complaint

  Date:27/07/2023

  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.

  Subject: Pre-Notice of Legal Proceedings Dear [Shopify Canada], We hereby inform you that legal proceedings will be initiated against Shopify Canada (hereinafter referred to as "the opposing party") regarding the withholding of my funds from my Shopify account, nearly 5000$CAD. The dispute stems from [the immediate suspension of my account without notice, without any communication with our client, we ended up with a financial loss of $5,000]. Despite our efforts to reach an amicable resolution, all attempts at amicable settlement have so far been unsuccessful. We consider this matter to be essential and necessary to protect our legitimate rights and interests. In accordance with applicable law, we wish to give you this pre-notice in order to give you the opportunity to reconsider the situation and, if possible, to find a fair and amicable solution before initiating legal proceedings. We would like to emphasize that our objective is not to prolong the conflict unnecessarily, but rather to resolve this matter in a fair and equitable manner, in accordance with the law and the rights of each of the parties involved. We therefore invite you to contact us as soon as possible, ideally by [August 1, 2023], in order to discuss the situation and explore all possibilities of amicable settlement. Please note that if we do not receive a satisfactory response from you within the time allowed, we will be forced to continue with the legal procedures provided. We firmly believe that a peaceful resolution is in the interest of all parties involved, and we are open to mediation or other methods of alternative dispute resolution, if it can help us find a mutually acceptable solution. We appreciate that you take this communication seriously and exercise due diligence in this process. Hoping that we can resolve this matter in a constructive and respectful manner.

  

  Business Response

  Date: 03/08/2023

  Hello ******,
  
  I’m ****, a Shopify Operations Lead and will be looking into this for you. Due to the sensitive nature of your request, I have emailed you recently, the ticket number is: ********
  Please reply to the email, so I can help you the best way possible.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

• Initial Complaint

  Date:25/07/2023

  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 co-own an online furniture store. Unfortunately, our business is facing significant challenges due to Shopify, a platform we thought was created to support small businesses. However, it has become detrimental to our operations. Our website is managed by a third-party company, and they have the "owner" status on our Shopify account. On 07/07, we received a notification stating that there is a hold on our payout. This pending payout has now accumulated to nearly $78,000, and the amount continues to grow daily. With numerous pending orders to fulfill, we are unable to afford completing the orders without the release of our funds. According to Shopify, they sent a request for documents, but we never received any such email. Now, valuable time is being wasted as we investigate this email discrepancy. It is disheartening to witness Shopify's extreme negligence and disregard for our business. We have worked diligently to build our company over the years, and now we stand at the brink of losing it all. Our funds have been held without any explanation, and we were not asked to provide any specific documents, and no-one at Shopify seems to have any interest in solving the problem. Despite our efforts to contact Shopify every single day since the issue arose, we have only been given the runaround. We hear the same excuses and non-sense every day, and this is entirely unacceptable. It is extremely disappointing and frustrating to face such treatment. If our problem is not resolved by the end of the week, we will have no choice but to take legal action. We sincerely hope it does not come to that point and that this matter can be resolved amicably and promptly.

  

  Business Response

  Date: 31/07/2023

  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 ***, 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:24/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/23/23 Shopify froze my store, yet the correspondence I received from them stated they would try again on 7/26/23 and gave no indication that my store would be frozen. In my chat with shopify support I shared the emails I received from shopify and none of them mentioned a specific date the store would be frozen. I have gone through this before and the email notices ALWAYS had a date posted so I can make sure my store wasn't frozen. The agent agreed with me but their back office could not unfreeze the store and he offered me a one month subscription credit for the "inconvenience". The ticket number is ******** and I have attached the chat transcript. In addition, when I tried the app to pay the bill it kept on giving me errors so I could not pay the past due balance as this was on a sunday night and I was not at work. My website is how I make my living and by shutting it down it means I can't make money and it also creates reputational risk for my brand as customers will think I went out of business. In addition, I have over 250 orders I need to fill and since my store is frozen I cannot access those orders to fill, creating even more issues for me. I understand stores can be frozen, but to give no warning hurts my business and my family. I would like to understand how you can freeze a store without proper notice. If you look at the two emails I attached NO WHERE does it mention a date the store will be frozen, just when they will try the next charge.

  

  Business Response

  Date: 01/08/2023

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like you’ve run into some issues around notifications and subscription billing. I recognize the frustration you must be feeling and would like to help.
  Due to the public nature of the *** I am unable to discuss account specific details here. Please check the inbox for you at the email provided on this complaint; I’ve sent you a message with instructions on how to authenticate yourself as the store owner so I can look into this for you.
  
  Best,
  ****** * | Support Lead
  
  

• Initial Complaint

  Date:22/07/2023

  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.

  Issue #1: I have been working extensively with Shopify for the last month+ regarding refunds we are owed from an app developer. The developer is blocked from refunding us per Shopify's system, and they said they are having issues getting in touch with Shopify. Shopify has started 3-way conversations in the past with this developer, then Shopify stopped responding as their email started bouncing. When we followed up with Shopify again, they said they would reach out to the developer, then took days to review an email we sent the developer, only to stall and ask us to provide proof that the developer is not responding.... this is all after multiple follow-ups from us, unanswered emails to ***************** (who we were also told to reach out to), etc. ******, an "advisor", has repeatedly pushed this issue off, refusing to reach out to their own development team for ridiculous/made-up reasons as she is uninterested in working per ticket ********. This is only after, of course, we follow-up after nearly another week of pure silence. Her "responses" come in days and days later, obviously with no interest in resolving or "supporting/advising". Shopify, get it together. Act like an actual company. We are the paying clients, the ones owed a refund, and all you and your advisors, your legal team, and the developers who you are letting your team are doing who use your platform are either not working, not communicating, and not prioritizing clients properly. We are the ones holding the bag with our business and funds on the line trying to figure out a technical refund issue that should have been resolved months ago per ticket *********

  Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into.

  

  Business Response

  Date: 08/08/2023

  Hello *********,
  

  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify account and billing. 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,
  ****** 
  

  
  

  Customer Answer

  Date: 08/08/2023

  
  Complaint: 20361618
  
  I am rejecting this response because:

  I received a response and provided all stores affected. Rejecting as this issue has not been resolved, Shopify has only initially reached out.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 09/08/2023

  Hello *********,
  

  Thank you for your response. Given that your query involves confidential details about your Shopify account, we'll proceed with our conversation through our secure channels. Kindly check your inbox for our latest response.
  

  Thank you, 
  ******
  

  
  

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 20361618
  
  I am rejecting this response because:

  ******,

  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.

  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.

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

  Customer Answer

  Date: 14/08/2023

  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  ******,
  
  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.
  
  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 15/08/2023

  
  Complaint: 20361618
  
  I am rejecting this response because:

   

  Date Sent: 8/14/2023 3:30:13 PM
  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  ******,
  
  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.
  
  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.
  
  Sincerely,
  
  ********* *******
  
  

  

  Business Response

  Date: 17/08/2023

  Hello *********,
  

  Thank you for your response and sharing your feedback. 
  
  As your concern involves discussing confidential account information, I reached out to you via our secure email channels yesterday to provide some additional information and context. 
  

  Thank you,
  ****** 
  

  
  

  Customer Answer

  Date: 18/08/2023

  
  Complaint: 20361618
  
  I am rejecting this response because:

  Hi ******,

  I did not receive any communication from you yesterday. Please re-send or re-confirm.

  Separately, the *** combined several of our concerns into one. The below concern has still not been addressed by you:

  "Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into."

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

  Customer Answer

  Date: 18/08/2023

  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  Hi ******,
  
  I did not receive any communication from you yesterday. Please re-send or re-confirm.
  
  Separately, the *** combined several of our concerns into one. The below concern has still not been addressed by you:
  
  "Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into."
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 21/08/2023

  Hello *********,
  

  Thank you for your response. I've re-sent my email from August 16th for your consideration and have started an investigation into your inquiry from ticket *********. As with our previous discussions, due to the need to discuss confidential account details, all aspects of this issue will be communicated through our secure email channels.
  

  Thank you,
  ******