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 Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  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

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:02/07/2023

  Type:Sales and Advertising 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.

  Hello. I have had several Shopify sites in the past, and recently I went into my account and clicked on 'create new store'. It had me go through the process of creating the new store, and then it gets to select a plan. When I did that it showed $1 until September of this year with a $29 striked out. After I submitted my card information I went back a few days later only to see the charge in September is a larger charge of $39/month and not $29/month as it always has been. I was not shown that larger price point until after you obtained my credit card information and personal information. This is false advertising, and you are obtaining personal and confidential information on the basis of a lower cost, only then to up the cost under your customers nose. This is not ok. I hope you are seriously investigated for your practices.

  

  Business Response

  Date: 06/07/2023

  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
  
  

  Customer Answer

  Date: 08/07/2023

  
  Complaint: 20267087
  
  I am rejecting this response because:

  Honestly, and I am not trying to be rude here...but I really don't care about the blurb on market trends and such.  That isn't the issue.  Your pricing isn't even the issue if it was showing accurately in all places.  You are ignoring the actual issues I am stating.
  
  I have tried to be very clear about the issue several times, and you all still don't seem to get it.  So I'll try again.
  
  I have worked on several Shopify sites in the past.  I log in through Shopify/login, and then see a list of stores.  There is a button there that says 'create another store'.  So that is what I did as I was going to design a new store site. (Screenshot attached)
  
  So I had done that several days ago for a new site called ****************.  When it went through the process of setting up, I saw the $1/month until September, which was fine.  It has a $29 scratched out in the basic plan.  I have made another 'store' with no name today 7/8/23, and you can see it still shows this as of today.  Basic plan $1 USD/month for first 3 months with $29 scratched out, which says to a consumer this plan is $1/month discounted from $29 a month for 3 months, and then $29/month.  It does not show $39 scratched out which is what your plan is now priced at, it also doesn't say $29/month annually because I am now aware you are offering the old monthly cost if someone pays a full year up front.  Even the other plans, as you can see on the screenshot, show the what I now know as the 'old prices'  But how it is presented is not presented correctly and appears as the plan is $29/month for the basic plan.  When I clicked create a new site, aside from working on a site for a client of mine, I had no clue that Shopify upped their costs.  I have had several health issues since late last year and so when I came back and decided to create a new site, I clicked that button and it appeared to ME that the cost was the same as it always had been.  I didn't see any emails, but I have been in and out of the hospital.  So I truly had NO clue.  Nor should I go to another part of your website to verify the costs that are being presented to me when I click choose a plan, as I was advised by another rep.  That is not acceptable.  

  I only found out the cost was more than I agreed to after I provided my private and confidential payment information and chose a plan.  This is not acceptable in any form. 

  I reached out on Twitter and gave the screenshot and was responded with that is a typo as I can see on the pricing page, and I was linked to the pricing page.  Again, I shouldn't have to go to the pricing page to compare what is being shown to be when I click chose a plan. 

  Your 'typo' has been there for seven month, and is still there to this day.  I was told several times it will be sent to internal teams to fix.  Rather than fix it you are keeping it there.  That is deceitful tactics, and you are obtaining credit card information by showing lower pricing information to get people to sign up.  

  If it is $39/month, fine.  Just state that.  The strike through should say $39 on the plan choices  If you are trying to show $29/annual then say annual.  Don't be deceitful in your tactics.  Be honest.  You can't just say your plan is x amount and once you get someone to sign up and give their information then say oh sorry it's more.  That is wrong. 

  So please, I don't care about market trends.  I don't even care you raised your prices.  I honestly had no idea about the larger price tag until days after I signed up that my card would be charged more than I expected starting September  I would have never known if I hadn't gone back into settings and happened to look at my upcoming payments.  Just be honest and have correct information shown on where the plan information is where people choose when signing up. I've given you all the info several times and the 'typo' is still there.  It isn't that hard to be honest or fix a typo on  your site. 

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

  

  Business Response

  Date: 17/07/2023

  Hi *******,
  
  This is ******** from Shopify again. Thanks for your response. 

  I noticed that the images you sent are also highlighted on our pricing page, which states "from $29 USD". This reflects the price for annual subscriptions, as it would work out to be $29.00 USD monthly with the discount that paying annually offers.

  Your account was created through a promotional link that offered the 3 days in trials, three months for $1 USD and then a monthly fee of $39 USD starting from the third month. Therefore, I can confirm that the information is accurate.

  If you wish to switch from the Monthly to the Annual Basic Plan, you can follow the recommended steps provided in our Help Center: Managing your Shopify account: *******************************************************************************************************************************

  I sincerely hope that the information provided brings clarity to any questions or concerns you may have had.
  
  Kindest regards
  ******** | Shopify Support Lead

  
  

  Customer Answer

  Date: 17/07/2023

  
  Complaint: 20267087
  
  I am rejecting this response because:

  No, it wasn't through a promotional link.  It is through the direct create another store link when I log into shopify and it shows all my stores that I help manage. I clicked that, again so I can take screenshots - again.  I go through the questions and it goes to building store.  That isn't any promotional link.  That is a direct link from when I am logged into the account.   When I click select plan it takes me to the SAME THING showing the starting at $29 strike through.  You know darn well your company has had the basic plan at $29/month for a very long time.  What you are doing here is TRICKING people into signing up.  If it is starting at $29/annual JUST PUT THAT!  It is not that hard to do.  You are using manipulating wording to get people's confidential and personal information such as their credit cards.  Do you see how screwed up that is?  

  All you have to do is put starting at $29/annual to be clear to your customer.

  You are using manipulating tactics for people to sign up knowing full well Shopify was $29/MONTH for years.

  FIX IT!  Add the wording of 'annual' by that $29 and other plan 'starting at' fees on there that my screenshot is showing.  That is all I ask!

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

  Customer Answer

  Date: 18/07/2023

  
  Complaint: 20267087
  
  I am rejecting this response because:
  
  No, it wasn't through a promotional link.  It is through the direct create another store link when I log into shopify and it shows all my stores that I help manage. I clicked that, again so I can take screenshots - again.  I go through the questions and it goes to building store.  That isn't any promotional link.  That is a direct link from when I am logged into the account.   When I click select plan it takes me to the SAME THING showing the starting at $29 strike through.  You know darn well your company has had the basic plan at $29/month for a very long time.  What you are doing here is TRICKING people into signing up.  If it is starting at $29/annual JUST PUT THAT!  It is not that hard to do.  You are using manipulating wording to get people's confidential and personal information such as their credit cards.  Do you see how screwed up that is?  
  
  All you have to do is put starting at $29/annual to be clear to your customer.
  
  You are using manipulating tactics for people to sign up knowing full well Shopify was $29/MONTH for years.
  
  FIX IT!  Add the wording of 'annual' by that $29 and other plan 'starting at' fees on there that my screenshot is showing.  That is all I ask!
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 23/07/2023

  Hello *******,
  
  ******** from Shopify, reaching out to you once again. Thank you for your response.
  
  I recognize that it can be confusing, but I wanted to clarify that our pricing page displays the starting price of $29 USD for annual subscriptions. Additionally, I can confirm that your account was granted with 3 days in trials, three months for $1 USD and then a monthly fee of $39 USD starting from the third month. This pricing adjustment has been in effect since January 24th, 2023, as mentioned in this public article: ******** ** ********* **** **** **********************************************************************************************************************
  
  I sincerely appreciate your valuable feedback, and I will promptly share it with our marketing team. I consider this matter resolved from now on.
  
  Best regards, 
  ******** | Shopify Support Lead
  
  

  Customer Answer

  Date: 24/07/2023

  
  Complaint: 20267087
  
  I am rejecting this response because:

  I'm going to speak directly to the ***.

  As you can see, once again this person responding on behalf of Shopify is ignoring everything I am stating and showing them in screenshots.  Any other legitimate company who shows their pricing 'starting at x amount', and that 'x amount' is an annual cost, it will say /annual or have an * asterisk next to it.  If there is an * asterisk next to it a consumer knows that below that or at the bottom of the main text is some fine print and it shows that starting at price is an annual cost, or the monthly cost is x amount.  

  No legitimate company would have a pricing table showing starting at price being the same monthly starting at price they have had for several years, and not turn that around after they have obtained personal and confidential information from a customer.

  And no legitimate company would continue to point someone to a secondary page with pricing.  What is shown to the customer on a pricing table at sign up should be the correct amount.

  Shopify continues to refuse to even put an asterisk or any information on the main pricing table that is shown to a customer, with the steps I have outlined SEVERAL TIMES with text and screenshots, to alert someone that the $29/month is an annual monthly cost amount that is ONLY if you pay ONE YEAR up front, and if a consumer pays per month that cost is $39/month.

  There is no good reason for shopify to refuse to put even an asterisk to alert a customer of further pricing information and costs when being shown the pricing table during their sign up process.

  What they are doing is misleading to consumers, and their flat out refusal to even put a simple asterisk with more information at the bottom of their pricing table shows they know exactly what they are doing.

  Again to summarize, and I am talking directly to the *** as Shopify clearly doesn't care enough to fix this.

  For many years Shopify has had a cost of $29/month for their basic plan.  I ended up with a lot of health issues and ended up in the hospital.  I was doing some website maintenance for another person, and decided to try my hand at a new shop.  So after I logged into my account, I clicked on create a new store and was presented with the pricing table that I have shown several times showing that $1/month trial for three months with the 'starting at $29' verbiage.  It does not state anywhere that the $29 is for an annual monthly cost, meaning you have to pay for a one year period to get the 'old' $29/month pricing.  I get everyone is raising prices, and that is not my issue or concern.  The problem is what is presented at face value looks like the exact same monthly cost that they have always had.  I have not once asked them for money, I have not once asked them for a discounted price on a plan.  The ONLY thing I have asked is that they fix their pricing table, that is incorrect, with the true and accurate wording or just put a simple asterisk with the fine print verbiage at the bottom.  To this day, as you can see, Shopify continues to ignore that simple request and not fix the table.  There is no excuse for their flat out refusal to fix this.

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

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It all started when I paid 321.30 to Shopify for a year for the website they were hosting. After a few months, I had no way to edit or get to my website to work on it. they claimed the money was not paid when it was. After I gave them this receipt that was uploaded they found it but I was still not able to do anything with my website. During this time I have had to contact them by chat only because they stopped phone support which has caused me to get slow responses. After these issues were still not getting fixed in a timely matter I demanded a refund since I could not access my store. I filed a fraud alert with ****** about my payment and did not get anywhere there. Now they have completely closed my store and have not paid me my money back. I paid for a YEAR and they steal my money and close my website. I'm VERY upset I spent a lot of time purring in every item and have not made a dime because of this. They refuse to contact me by phone and I'm really tired of the company being so unprofessional. I just want my money returned since they have closed my store and trying to **** me. I want my total refund of what i paid them back to my ****** account and just be done with them since they have not done anything but just steal my money.

• Initial Complaint

  Date:30/06/2023

  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 am a small business owner who sells custom products on Shopify. On January 31, 2023 I received an order from a client for the amount of $1890.00 CAD. Before accepting the order I contacted the client to schedule a phone consultation to discuss the order as all orders are made to custom requests as they are custom clothing. The client and I spoke over the phone and confirmed all details. Once her products were made we shared pictures where she expressed her happiness with the products. The products were then shipped out to her. The tracking numbers were provided to her and she confirmed she received everything and was happy with everything. On April 19th, over a month after she received the products, I received an email from Shopify stating "The customer told their bank that this order was fraudulent. The bank has returned $1,816.19 to the customer and charged you a $15.00 fee for this chargeback." I disputed the chargeback by providing proof of the conversations between the business and the client and the tracking numbers showing the products were shipped to the client. I messaged the client as well asking about the chargeback but they have not responded since. Shopify failed to do a thorough investigation as all proof was provided from our end that the products were delivered and that this was not a fraudulent order. I am now the victim of fraud and Shopify is refusing to refund my hard earned money to me. *** tracking numbers showing her order was delivered: ********** **********

  

  Business Response

  Date: 01/07/2023

  Hello *******,
  
  My name is **** and I’m a Support Lead at Shopify. I know how important managing your finances can be, and I am happy to work with you to look into this chargeback on your store.
  
  With the public nature of the ****** ******** ****** and the sensitive details we will be discussing about your account I have sent you a separate email to the address listed here. Please respond to this email from the Account Owner email address we have on file for your store and I will continue to support you there.
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  
  

• Initial Complaint

  Date:30/06/2023

  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.

  Hello there, I got a charge on my ****** account in the amount of $39.00 transaction took place on June 30,2023 money wasn't supposed to be taken off my account as this is my son's credit card also I haven't been on the site in over a year but who ever higher up can help on this serious matter I would appreciate it as again this is not my card but son's

  

  Business Response

  Date: 07/07/2023

  Hello ****,
  

  ***** here, an Operations Lead at Shopify.
  

  Thank you for sharing your concerns regarding your billing issue. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  

  Thank you,
  *****
  

  
  

• Initial Complaint

  Date:29/06/2023

  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.

  On 6/14/23 Shopify withdrew $799 from a bank account no longer associated with their business. I contacted them via chat and phone call and was told I would receive communication within 48 hours. I called back after 48 hours and was told that was incorrect information. I've been contacting the Shopify Merchant Success team via email for over 2 weeks and there is still no resolution. I'm not able to speak to anyone in that department, nor will anyone call me. I received a fee from my bank since the balance is below the minimum. Each time I contact Shopify, I'm told they are working on it, but they provide no timeline for a resolution. I want my $799 credited to my current business account associated with Shopify. Thanks

  

  Business Response

  Date: 04/07/2023

  Hello *****,
  
  **** here, a Shopify Operations Lead. We have received your **** ******** ****** complaint and will definitely look into this, we know how important it is. Due to the sensitive nature of the topic, I have emailed you asking for some additional information to move forward on this and continue my investigation, the ticket number is: ********
  
  Looking forward to your reply.
  
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 04/07/2023

  
  Complaint: 20254534
  
  I am rejecting this response because I sent my ticket number and information requested by Shopify.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/07/2023

  Hello *****,
  
  **** here, a Shopify Operations Lead. We truly appreciate you sending the additional information asked, this information was important due to authentication purposes, as the security of the accounts are very important, and so we can move forward with the investigation of your case, I have emailed you today with the most recent update and will be in touch on ticket ******** moving forward with more details.
  
  Best,
  
  **** | Shopify Operations Lead

  Customer Answer

  Date: 11/07/2023

  
  Complaint: 20254534
  
  I am rejecting this response because I was told I would receive a response by the beginning of this week, but I haven't. 

  It's been almost a month since Shopify unlawfully withdrew money out of my old business account.  I haven't been given an explanation or timeframe on when this matter will be resolved.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/07/2023

  Complaint: 20254534
  
  I am rejecting this response because I was told I would receive a response by the beginning of this week, but I haven't. 
  
  It's been almost a month since Shopify unlawfully withdrew money out of my old business account.  I haven't been given an explanation or timeframe on when this matter will be resolved.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/07/2023

  Hello *****,
  
  I just replied to your most recent email with more information, due to being a sensitive topic as billing, I will continue helping you on ticket ********.
  
  Best,
  
  **** | Shopify Operations Lead

• Initial Complaint

  Date:29/06/2023

  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 a seller who had a customer place an order then immediately email requesting to cancel. I informed them that we had a % restock fee and so the refund would be minus that fee. He agreed. I sent the refund of $109.25 USD on May 23rd and cancelled the order. 1 day later I receive a chargeback notification for this order and shopify inform me that they have removed the full order amount of $114.98 USD plus a $15 chargeback fee from my positive sales balance. This order now has been refunded twice and so I am out of pocket. I raised the issue with support, showing them the refund confirmation associated with this order (managed all within the shopify platform so they have all the records needed). They confirm it is a mistake and that if I provide the same information on the chargeback form, it will be resolved. I receive notification today that the chargeback was approved in the customer's favor. Shopify support chat offered only a $30 billing credit yet no resolution to the fact they removed $129.98 USD from my account incorrectly. So an original order of $114.98 income to me is now a -$129.98 loss for me.

  

  Business Response

  Date: 04/07/2023

  Hello ***********,
  
  **** here, a Shopify Operations Lead. We have received your **** ******** ****** complaint and will definitely look into this, we know how important it is. Due to the sensitive nature of the topic, I have emailed you asking for some additional information to move forward on this and continue my investigation, the ticket number is: ********
  
  Looking forward to your reply.
  
  **** | Shopify Operations Lead
  
  

• Initial Complaint

  Date:28/06/2023

  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 30-day trial for the cost of $1. Firstly I did not receive the support from them that was mentioned in my plan. Secondly coming to the end of the 30-day trial I had tried to cancel my subscription and The customer support number does not work you're told to use the customer support through the app which also doesn't work. Now I've been charged multiple times causing NSF fees in my bank account. I want Shopify to reimburse me for the NSF fees due to the fact that their customer support is non-existent and I cannot cancel the plan. It is my right as a consumer to decide whether or not I wanted to continues and Shopify or not and I have chosen not to but but there is no available way to reach them. In the documents uploaded I have uploaded the most recent email that I received from Shopify stating that the billing failed and that they would try again at a later date. Each time they try it incursion NSF fee totaling $158 up-to-date in Canadian funds and seeing that we are the 27th of June in 24 hours they will try again adding an additional NSF fee.

  

  Business Response

  Date: 06/07/2023

  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
  
  

  Customer Answer

  Date: 06/07/2023

  
  Complaint: 20247350
  
  I am rejecting this response because: My bank clearly stated that the transactions are from them and they in fact did incur an NSF fee. They dispute this fact even though there is the physical evidence which I had provided via screenshot when I filed this complaint
  
  Sincerely,
  
  **** ******* ******

  

  Business Response

  Date: 16/07/2023

  Hi ****,
   
  Here is ******** again, thanks for your prompt response.
   
  We understand that being charged can be frustrating, but regrettably, we are unable to offer any reimbursement. As stated in our Terms of Service, the Account Owner is responsible for the management of the store, including subscription and cancellation when appropriate.
   
  We appreciate your understanding.
   
  Kind regards,
  ******** | Shopify Support Lead

  Customer Answer

  Date: 17/07/2023

  
  Complaint: 20247350
  
  I am rejecting this response because: as shown in my attachments Shopify makes it impossible to manage the store/subscriptions area, I clearly show that the customer service link is fake, and the phone number is out of service. Therefore Shopify makes it impossible to comply to there TOS. My understanding is that Shopify must make it possible for a shop owner to comply to TOS , and that direct actions taken by Shopify to ensure the impossibility of shop owner's to do so would fall under fraud. As I have shown Shopify has made it impossible to reach customer service by any platform, email doesn't work, phone number our of service, online tells us the page can not be loaded. 

  All this documentation has been provided in our previous conversations, in which one response stated I had not been charged and I provided they had, now they have changed there response to" we know it can be frustrating being charged " clearly Shopify is lieing, commiting fraud, and theft. 
  
  Sincerely,
  
  **** ******* ******

  

  Business Response

  Date: 20/07/2023

  Hello ****,
  Thank you for your valuable feedback. We truly appreciate it.
  
  I can confirm that our platform is functioning smoothly without any issues. To stay updated on our platform's status, please visit our status page at: ******************************.

  To resolve the access issue you're facing, we recommend clearing your cookies and caches. This should help restore your access.
  
  Furthermore, we would like to emphasize that *** is a public platform. For all the pertinent information regarding this matter, please refer to your private email on the ticket *********. You can find all the relevant information regarding this case in the previously shared communication.

  Thank you for your understanding.
  
  ******** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 20/07/2023

  
  Complaint: 20247350
  
  I am rejecting this response because: I have no clue what that last message even means. I have cleared my cash I have cleared my history I have called your service number I have tried your website I have tried through the store itself. Your system does not work. If it is working as of now then you fixed it since I've made the complaint because it doesn't work I provided screenshots and proof that it doesn't work. I provided proof that I was billed through ****** going to my checkings account The money was taken out then given back by ****** but it incurs a NSF fee which you are responsible for you are the cause for because your system is faulty and doesn't allow you to cancel the free subscription. Therefore Shopify makes it impossible to follow their own TOS, deliberately making clients or shop owners however you want to classify us incapable of following your TOS. TOS is terms of service you are also responsible and bound by your terms of service but you must make it possible to follow your terms of service and you have not done so. I would like you to reimburse the NSF fees incurred due to the fact that Shopify does not provide a working customer service hub for shop owners to cancel their subscription. Frankly I'm surprised because if I'm not mistaken you're on the NASDAQ
  
  Sincerely,
  
  **** ******* ******

  

  Business Response

  Date: 02/08/2023

  Hello ****,
  ******** here.Once again, I appreciate your feedback and response.
  
  I want to remind you that *** is a public platform, and all the important information regarding this matter has been shared with you through your private email on ticket *********.
  
  While we consider this case to be closed, if you have any further questions, feel free to send them through your private email, and we can continue the discussion there.
  
  Kindest regards
  ******** | Shopify Support Lead
  
  

  Customer Answer

  Date: 02/08/2023

  
  Complaint: 20247350
  
  I am rejecting this response because: You're skating around trying to avoid the situation. They claim subscriptions canceled through ****** when it was auto payment that was canceled through ****** stopping them from being able to hit my bank account through ****** This has nothing to do with a subscription. This whole situation is forced me to open up a new bank account so that I could do my day-to-day banking. Should Shopify fail to comply I will be posting reviews on their Google Play store ******* account and contacting NASDAQ via email or who phone to report a fraudulent company being listed on the NASDAQ. Certainly I'm not the only one who has gone through this. 
  
  Sincerely,
  
  **** ******* ******

• Initial Complaint

  Date:25/06/2023

  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 have a Shopify store ********************* * I've reached out to Shopify multiple times regarding my reserved funds . My reserved funds balance is $1,332.67 . I explained to them multiple times regarding holding these funds & it still hasn't been payed out . I need these funds to be payed out immediately because these funds go towards the supplies & fabric needed to fulfill my existing orders . My store is a made to order brand so I need the funds to be payed out immediately. Please resolve this as soon as possible .

  

  Business Response

  Date: 03/07/2023

  Hello ********,

  My name is ******, a Support Lead at Shopify. 
  
  I understand that you are experiencing issues related to a payout hold, and requiring the held funds to fulfill existing orders. Please note that the ****** ******** ****** is a public forum, and as such, I am not able to discuss account-specific details. I will send you a private email with further information, and we can continue to discuss your account details there. Please keep an eye out for that email, and I look forward to working together. 
  
  Thank you,
  
  ******
  Shopify Support Lead
  

  
  

• Initial Complaint

  Date:22/06/2023

  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 have a store on *********** that is currently under development however I experienced a shady developer back in October and the store was no longer being worked on due to hiring a bad business to develop the site. We finally hired a new developer and two days ago the site was shut down without any notice or recourse. According to their policy we do not pay a fee while the site is with a developer account. They are demanding payment from October and since we have monies inves*** in developing the site we will pay for the fraudulent fees to get the process moving along however they are not providing access for us to actually pay and they will not unlock the access to our store. They sent us links that do not work to upload IDs and credit cards that do not work so we were forced to send the creditcard and ID info over unsecure email. They still have not responded. Our site has never been active on Shopify for not even one day.

  

  Business Response

  Date: 27/06/2023

  Hi ***,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues involving your store, however, I'm unable to discuss any account specifics here, given that the *** is a public platform.I have emailed you directly to authenticate you, and to continue the conversation. Once I've received a response from you, we'll be able to move things forward.

  
  Kind regards,
  ****** | Support Lead

• Initial Complaint

  Date:22/06/2023

  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.

  In March 2023 I signed up for a trial period of Shopify. The trial was for 3 months for $1. I forgot to cancel my subscription after the trial as I never setup my storefront. I tried to login in to my Shopify account and received a message that I must enter a 3 digit code that was sent to my email that is on file. First, I no longer have access to that email (****************************). I don't know if it was hacked, as I am assuming it has because I cannot login into that ***** account. I have tried to reset my password many many times and ***** will not allow me to reset the password. ***** also offers absolutely zero support to recover an email account at all. There is no phone number, chat, email, etc... for any customer service assistance with *****. Second, I contacted Shopify via chat on their website because there is no phone number listed. The person I spoke to tried to help me, but at the end told me there was nothing that they could do as they are limited to information and that I need to gain access to the email. I asked if the 3 digit code could be sent to a backup email that is associated to my ****** account as that is how I am being charged or at least to my phone number. I was told no, the only way is the email. Third, I tried to dispute the charge with ****** because I honestly don't know what else to do. The phone# and the email associated with Shopify that ****** has as the retailer/charger/service is null and void. It is no longer a working phone# or email. The link it gives is their website and when you go to the website it asks for you to login in order to gain help. Again I CANNOT LOGIN TO THIS ACCOUNT. I need someone to contact me regarding my account immediately. I am not paying for any further charges. My account needs to be canceled and closed immediately. This is absolutely ridiculous that it is this difficult to speak to someone regarding an issue with their account. I need someone to call me asap.

  

  Business Response

  Date: 27/06/2023

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