Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify

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

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  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:24/05/2023

  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.

  May 24, 2023 RE: KINGDOM WELLNESS TEAS TICKET NUMBER ******** I opened a support ticket with Cash on May 15th in regards to a $46.00 ACH transaction that hadn’t been credited to my Shopify Balance account. I initiated the transfer within Shopify on May 10Th. Typically transfers will show up the following business day. I waited until the 15th to follow up with Shopify. I was instructed by Cash that the transfer was never initiated within Shopify. Which was a lie. I contacted ***** again and was told the money had cleared and the transaction was completed. *****d advised me to file a claim and so I did. Finally on the 16th the $46.00 appeared in my Shopify Balance account. I immediately called ***** and advised them to cancel the claim as the money finally showed up in Shopify. I then initiated a transfer to send the money back to ***** because it was no longer needed. On May 18th Shopify initiated a Reversal for Inbound Transfer which caused my balance account to go negative. I am still trying to understand why because I didn’t ask them to or authorize them to do so. They have yet to provide any answers My support ticket has been bounced around and no one seems to deem it as important enough to resolve. I have asked twice that this issue be escalated to a supervisor or manager. I was told there aren’t any. This is a bold face lie! I have been inconvenienced long enough and want this matter resolved. As of today, the $46.00 reversed transfer has not shown up in my ***** account or Shopify Balance account. And there have been no updates from Shopify. And my message continuously goes unanswered. The last message from Shopify was from ****** * on 5.20.23 at 6:45am. This issue was supposedly escalated to another department, and I am yet to receive any updates or follow ups from Shopify. This has been beyond frustrating and time-consuming. I should be compensated for the time that I have lost going back and forth with Shopify on this matter. If Cash had thoroughly investigated and provided accurate information we would not be at this juncture. The problem began when Cash told me the transfer was never initiated within Shopify. Which again was a lie. He didn’t bother to investigate further to figure out the issue. I use the “Move Money” feature periodically and have never an issue. What is even more frustrating is there is no option to request a call to speak to someone. Shopify has increased its monthly subscription price, but the level of service has dropped significantly. I have been with Shopify since 2020 and this has been the worst experience by far.

  

  Business Response

  Date: 24/05/2023

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding a $46.00 ACH transaction with your Shopify Balance 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,
  *****
  
  

  Customer Answer

  Date: 24/05/2023

  
  Complaint: 20098576
  
  I am rejecting this response because: I have received a response from Shopify. I have also sent a response. I will wait until there is a satisfactory resolution before closing out this complaint.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/06/2023

  Hello *****, 
  

  Thank you for getting back to us so quickly and we recognize how important it is to be heard and have your issue resolved. I can confirm that you are currently working with our Shopify Balance team to resolve the issue you experienced with transferring your funds from your bank to Shopify Balance.
  
  I also appreciate your feedback about your experience with our Support Advisors and the appropriate action will be taken internally.
  
  Best regards,
  ***** 
  

  
  

  Customer Answer

  Date: 02/06/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20098576, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:20/05/2023

  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.

  Hi, I opened an online store on the Shopify Platform at the beginning of April, at that time i Purchased the domain ******************** for $14.99 for a full year. In May, I was informaed that due to a bill my store would be frozen, at that time i begin trying to resolve the issue with Shopify as the charges are not all valid, because i didnt know the outcome of the resoultion with shopify the bill remained outstanding and I was advised the store would be frozen on 5/15 to prevent an interruption in my business I opened a new store on 5/12 and requested my ******************** domain be transferred to the new store in the event the bill issues was not settled. The domain was removed from original shopify account immediately and showed in my store however it was stating "not verified".. I chatted with Shopify support agents on 5/16 and 5/18 who advised me that it was still in the process of transferring and could take a few more days. on 5/20 i reached out again.. This time the rep advised that "The transferred need to be initiated before the store was frozen" i advised her it was, she then came back and stated that the bill needed to be settled first before the domain can be transferred (Which one is it). My issue is that when i purchased my domain, I paid for it in full immediately which means I own it, not shopify, it was not added to a shopify bill or anything i paid for it with my own credit card and now shopify is refusing to release it. My email address is ************************ and ************************.. I have a ****** with over 1k followers under ************ that domain legally belongs to ME and shopify does not have the right to refuse to transfer it out.

  

  Business Response

  Date: 24/05/2023

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your support journey has not been what we would expect here at Shopify. 
  Changes to be made between stores like the transfer of a domain between one store and another can only be done if the store is active and all payments are up to date. On review I do see that our Support Advisor ****** is working with you on ticket *********. We will continue to work with you directly through that ticket to get a resolution as soon as possible, so please check your email and respond to ******. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 24/05/2023

  
  Complaint: 20085582
  
  I am rejecting this response because:

  Thank you for responding and yes i am communicating with ****** but im still not getting my desired resolution. As i stated my domain was paid for IN FULL at the time of purchase, recurring bills from shopify should not have any bearing on my PAID IN FULL domain. Shopify makes no effort to even remind customers that their trials are ending and that they will be charged soon and i have already discussed that with other reps and some of the app developers who in response reversed a few of the charges because honestly thats unethical. Nevertheless, My paid in full domain.. ******************** is not being hosted on any server, when you go to the link it says "Site can not be reached, dns probe something" however *********************************** (which is the default shopify domain) simply says "we'll be back soon" when you go to the link, which indicates that it is still being hosted on a server. ****** stated that it takes 24-48 hours for the domain transfer to be completed however my request was made prior to the 24-48 timeframe expired, in fact ******************** was disconnected from the site IMMEDIATELY after the request. I want my domain transferred and any resolution short of transferring my domain will be rejected, my business has been at a complete standstill, I cant promote the site or the brand or the products to our 1000s of social media followers. 

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

  

  Business Response

  Date: 30/05/2023

  Hello *******, 
  ***** here again from Shopify. I know that your desired resolution is to have the domain transferred immediately which is what we are working towards. Your store’s charges are slightly more difficult as they are Third Party charges for App usage that have been billed separately to your normal Shopify Subscription charges. You will need to work with the App Developers directly to have them remove these charges so that we can proceed with getting your Domain transferred. ****** has already advised of this and is also working with our Billing Team for a resolution. Please continue to work directly with her on ticket ********* as that is your quickest route forward. 
  Regards
  *****
  
  

  Customer Answer

  Date: 30/05/2023

  
  Complaint: 20085582
  
  I am rejecting this response because:

  I have in fact worked with the developers and ****** confirmed that the charges were in fact reversed ( over a week ago) and YOUR billing department has not reflected it on my account yet. The delay is due to shopify which is causing my business to lose money daily. I can't account for the amount of business I have lost due to this and is continuing to lose daily. I will be looping my attorneys in on what's going on, I have lost business due to shopify and i expect to be recouped for that. Until my domain is transferred and my expectations are met, i will continue to reject your response.

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

  

  Business Response

  Date: 01/06/2023

  Hello *******, 
  We are working through the issues to get a resolution to your request. We ask that you respond to the email directly so that we have all the necessary information in one place and we can also discuss any sensitive information securely not like here which, due to the public nature of the *** could lead to your account being compromised. I am working with our billing department directly and I am also looking at the ticket you have with the App Developers and will update you whenever I have more information. 
  Regards
  *****
  
  

  Customer Answer

  Date: 03/06/2023

  
  Complaint: 20085582
  
  I am rejecting this response because 

  There is still NO PROGRESS, today is 6/3 i requested my domain transfer on 5/12 the store was frozen on 5/15 how are we 3-4 weeks in and still cant get a resolution. ****** closed our conversation and the other young lady is asking me to log into an account that doesnt exist, she states she can't locate an account with Doba, with the emails i have on file, WELL that proves that I NEVER had an account with them, i simply downloaded the app and left it at that, which is the case with almost all of the accounts yall charged me for. So NO until my issue is resolved INCLUDING my recoup for the business i have lost due to this silly delay, this will remain on the *** platform. Obviously working directly with shopify got me no where which is what prompted me to involve the *** so why would I take the concern off their platform when shopify still have not fixed it. The next step is CFPB and FTC.

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

  

  Business Response

  Date: 08/06/2023

  Hello *******, 
  I have taken over the ticket from our Support Advisor ****** and have sent you a response. Please reply to my email directly so we can continue to get the issue resolved. As we have advised these charges are all from 3rd party providers who control their own billing and we must get approval from them before any refunds can be issued.
  
  Regards
  *****
  
  

  Customer Answer

  Date: 08/06/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20085582, and find that this resolution is satisfactory to me. We are communicating via email to get the issue completely resolved. Thank you
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 15/06/2023

  
  Complaint: 20085582
  
  I am rejecting this response because:

  This is a Follow up complaint, to complaint # 20085582. I accepted the businesses last resolution on the previous ticket with the expectation that they would resolve the issue which they promised however the issue is in an even worst position. My initial complaint was regarding the transfer of my domain ******************** from *********************************** to *********************************************... I was told since there was balance and the original store was frozen before the transfer completed then It could not be done until the store is unfrozen. Now that the store is unfrozen my domain is not connected to that store or the other one, and now per the email from *****, the domain is no longer hosted by shopify but via a 3rd party and I need to take all these extra steps in order to get it back! Absolutely NOT! The original issue came to *** because I was told the domain belonged to Shopify but now all of a sudden it belongs to a 3rd party! My business has been on hold since 5/13/2023 due to this and it is now 6/14/2023 and now its another obstacle. Im very unhappy and the amount of money and customers i have lost is unbelievable!
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 20/06/2023

  Hello *******, 
  I am still working on getting to the bottom of what happened with this domain. I am working with our Domain experts to see what has happened. I have replied to you on the ticket that we were working on. Please respond to that email and I will continue to work on the issue until we can get a resolution to this for you. 
  Regards
  *****
  
  

• Initial Complaint

  Date:18/05/2023

  Type:Sales and Advertising 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.

  These people do not sell your products but live on your income

  

  Business Response

  Date: 22/05/2023

  Hello *****,

  
  ****** here, an Operations Lead at Shopify.
  
  Thank you for reaching out to us. I’d like to gather some more detail regarding your concerns. In order to do so, I will follow up with you via email through our secure channels so that we can discuss your feedback in further detail, and investigate the matter for you.
  

  Thank you,
  ****** 
  

  
  

  Customer Answer

  Date: 25/05/2023

  ****** ******** *******
  
  I wanted to end my service with you people because it was not profitable 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:13/05/2023

  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.

  Bought clothes in November never received product or follow up. Emailed them and not getting an answer. I see that this company is ******** others out of money as well. Search internet for Golden lies ****. This company needs to be investigated, please advise! Much appreciated, thank you! ******** ********

  

  Business Response

  Date: 17/05/2023

  Hi ********!
  
  Thank you for contacting us. We have recently emailed you regarding your inquiry (Ticket 38505244) due to the sensitive nature of your request, which involves, a refund).
  
  Please reply to that email with additional information or questions.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

• Initial Complaint

  Date:10/05/2023

  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.

  Due to an oversight a 1099k was sent to the IRS in the name of the developer and not the company owner. Shopify refuses, with the help of the company owner to help resolve the issue. The developer now has a tax burden over $100k for income he did not receive. They have zero support and provide zero direct communication.

  

  Business Response

  Date: 10/05/2023

  Hello *******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to send this complaint through to us. What a nightmare situation this has been for you. I shall be reviewing the store to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall contact you at the email ( ************************ ) provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 11/05/2023

  
  Complaint: 20042127
  
  I am rejecting this response because:

  Until this can be resolved through the actions of Shopify and the shop owner, who is cooperating with my request for help, I will not accept Shopify as a responsible and reasonable business.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 14/05/2023

  Hello *******, 
  
  As discussed via email this is currently being investigated and when we have more information we’ll be in touch. 
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:08/05/2023

  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.

  Bac in February I signed up for a free trial and quickly found out that this wasn't right for me at this point of time. I never stocked my store or sold anything out of it. After my trial period they decided to charge me for a year subscription for $348 which I never authorized. I contacted them about this and basically was told my bad luck. After I posted a few negative reviews I've been contacted by over 50+ people stating they have had similar bad experiences with billing issues. People need to be very careful when dealing with this company.

  

  Business Response

  Date: 10/05/2023

  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. I also would like to clarify that I couldn’t find any store linked to the email shared by you here, meaning that your contact is not authenticated and we don’t have access to your information. To proceed, I am sending a direct email to the email address you have provided for this review so we can authenticate you as the Account Owner and proceed with the next steps.
  
  Warm regards,
  
  ******** | Shopify Support Lead
  
  

• Initial Complaint

  Date:04/05/2023

  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.

  I have been using Shopify to help run my business' for as long as I can remember but never have I ever had an issue like this before. So I was notified late at night that my store would be frozen because the card I was using at the time got declined to pay Shopify's monthly subscription. I got a notice to change the card for the billing and I had absolutely no issue doing so. But when I tried to go to my store dashboard to change the credit card and enter billing details it brought me to another screen saying "We'll be back, if you're seeing this and you're the store owner contact customer service." And that's exactly what I did. Contacted customer service, and they put me through to someone name'd ***** who out of nowhere said to me "Hello there, ***** here from the Risk Operations Team at Shopify. We are writing to you in regards to your account. This email is to inform you that after reviewing your information and website we believe your business presents a level of risk that we will be unable to support with Shopify. I know this is not ideal, however we won't be able to help with your business. At this time since Shopify has been deemed not a good fit for your business you will need to research other e-commerce platforms to find one that will be suitable. Regrettably we are not able to make recommendations to merchants. Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Once an account has been declined the decision is final.". There was no prior notice to me about anything and my store was in good standing and has processed over 500+ orders with 0 issues AT ALL. I would like to appeal this as they are slandering my brand, my name and my company. They've stolen hundreds of thousands from me by using their Shopify balance and I would just like to have my business back. I've done nothing wrong at all for this. All I did was miss a monthly bill that I had no issues with paying.

  

  Business Response

  Date: 09/05/2023

  Hello!
  
  This is ****, an Operations Lead here at Shopify. I have replied to your request on ticket ******** for security and confidential purposes. You can reply to that email if you have additional questions.
  
  Best,
  
  **** | Shopify Operations Lead

  Customer Answer

  Date: 12/05/2023

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Shopify went above and beyond to settle everything and I can't be more thankful for them. Thank you all so much.
  
  Sincerely,
  
  ****** *

• Initial Complaint

  Date:03/05/2023

  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 closed my store for violation of acceptable use policy but they won't tell me what the violation was. They also will not refund me 10 months of my subscription fee that they collected in advance.

  

  Business Response

  Date: 03/05/2023

  Hello *****,

  
  My name is *** and I’m a Support Lead at Shopify.

  
  Thank you for taking the time to send this complaint through to us. I can certainly understand how unsettling a situation such as this can be and I shall be reviewing your store to determine what has occurred. 
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 

  
  Warm Regards
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is no refund offered.
  
  Sincerely,
  
  *****nt ******

  

  Business Response

  Date: 07/05/2023

  Hello *****nt, 

  As per my previous communication I won't go into details about your account here however I have sent you another email. 

  Kind Regards

  *** - Shopify Support Lead

   

• Initial Complaint

  Date:03/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify does not have a telephone number to discuss disputes. I changed my payment plan from $64.00 per month to $9.00 per month several months ago. There is no way to talk to a person about this. This is a deliberately unfair business practice. They are over charging me every month and I should be refunded the money they are taking from my account. I trusted that when I changed the payment plan they would change the payment amount and they did not. The only way to delete your account is under the threat of deleting your history - unless you reinstate the account, in which case the information is magically recoverable. If a company goes into public business it should have a vibrant customer service team. I want to resolve this matter, but may need to sue them to get their attention. Maybe a class action would be an eye opener.

  

  Business Response

  Date: 07/05/2023

  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.
  I would like to clarify that we have a live-support team assisting our merchants 24/7 that you can contact through our website ******************************************* at any time and we will be always happy to assist you. 
  
  Due to the public nature of ***, I am unable to discuss account-specific details here. To proceed, I am sending a direct email to the email address you have provided for this review so we can share the details about your store. Keep your eyes on your email box.
  
  Warm regards,
  ******** | Shopify Support Lead
  
  

• Initial Complaint

  Date:01/05/2023

  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 am filing a complaint against Shopify. They refuse to give me my money back after I closed my online store. Amount owed to me is $476.93. It was time for my yearly renewal and I paid it but a few days after my website went down and I contacted them and they told me ipage had my domain. I told them I transferred that a year ago. I was told it never got transferred which was news to me and I was to contact ipage to get it transferred. Ok I thought I already did that. So I was charged to renew and transfer and my site was down. I inquired how long it would take and they told me on the phone up to 20 days. At this point I wasn't happy with the service at all. I decided to then close my online store and go with someone else. Of course I wanted my money back so I called Shopify again to close my store and get my money credited to my credit card that I used. I spoke with someone for over an hour on the phone. I asked how long it would take to get my money back and they told me they had to ask a different department about it but not to worry! I quote from customer service don't worry I have your back. After not hearing anything for a week I called again and spoke with someone else. They told me they would check. I then received an email telling me they would give me a credit but not my money back! At this point I lodged a complaint with the federal trade commission in the US and was advised to dispute with my credit card company as well. Being Shopify is New York based. I wanted to transfer my domain of course to a different company so I called Shopify yet again and was told it takes 2 months to transfer to them! After I was told up to 20 days! I told them I didn't want it transferred to Shopify and to not do the transfer. They transferred it anyway and are holding my domain hostage as well and told me I had to wait again 2 months until they would transfer which is very suspicious since when I contact ipage they gave me a transfer code in about a minute!

  

  Business Response

  Date: 08/05/2023

  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: 08/05/2023

  
  Complaint: 20005011
  
  I am rejecting this response because:

  Initially when I went to transfer my domain (for the second time it wasn't done the first time when I opened the store with shopify and I wasn't notified) I was told not long WITHIN 20 days at the time of the transfer you can check the date that I was charged for the transfer. I was anxious to get this done as soon as possible. After waiting for some time I called back to see the status of the transfer and I was then told no it takes minimum 2 months. I was not happy with that time period and wouldn't have been happy If I had been told initially minimum 2 months I would have cancelled within the 30 day period to get a refund.  The date of the domain transfer March 9th. That would have been the date of cancelling services with Shopify. This is the fault of customer service at Shopify not myself. If I was told the first time I wouldn't have even attempted the transfer. Therefore a full refund should be granted immediately!

  Also I'd like to mention when I initially called about cancelling with Shopify I was led to believe that a refund wouldn't be a problem. I asked how long my refund would take and they told me they had to inquire and would get back to be shortly after spending an hour and a half on the phone with this person I told them I couldn't sit on the phone any longer I was at work. They told me no problem they would let me know. And I quote: Don't worry I have your back. That means don't worry you will get your refund.

  In closing I would like to say that it's a very bad business practice to just KEEP almost $500 of a small business owners money no matter the time line when they cancel. 

  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 10/05/2023

  Hi ******,
  
  Here is ******** again. Thanks for your response.
  
  Due to the public nature of *** I cannot share specific account information here, so I will share some public information that will be helpul to the case.
  
  We consider merchants who are signing up for long term plans to be making a commitment to Shopify. This gets you a discount on your plan and also allows you to take advantage of our annual plan promotions. In the first 30 days we allow refunds and plan changes as goodwill gestures for those who happen to change their mind - a sort of cooling off period. Any refund request after 30 days would be outside our refund window.
  
  In regards to your domain, I need to clarify that you can not transfer a domain name to a different registrar within 60 days of making changes to the registrant name, organization or email address. This is not a rule created by Shopify, but from ICANN (Internet Corporation for Assigned Names and Numbers). For more details check this link here: ********************************************************************
  
   I've sent a message to your personal email with full details related to your account. If you have any questions, feel free to reply to your email.
  
  Kind regards, 
  ******** | Shopify Support Lead |
  
  

  Customer Answer

  Date: 11/05/2023

  
  Complaint: 20005011
  
  I am rejecting this response because:

  Did you not say this already? I'm confused! You didn't address any of the points I mentioned! It looks like a cookie cutter email to me. The same I received so many times from Shopify already.

   

  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 15/05/2023

  Hi ******,
  Here is ******** again. 
  
  Any refund requested after 30 days of the payment date are considered outside our refund window. We’re typically pretty strict on these dates unless there is evidence of the merchant reaching out for assistance/refund requests prior to that 30 day mark, which is not the case.
  
  We understand that there may be extenuating circumstances that may have prevented you from requesting a refund within the allotted time. However, we kindly ask that you understand our policy and the limitations it imposes.
  
  Therefore, we are considering this case closed, as the relevant and applicable information were shared.
  
  Once again, we apologize for any frustration or inconvenience this may have caused and thank you for your understanding.
  
  Regards
  ******** | Shopify Support Lead |
  
  

  Customer Answer

  Date: 15/05/2023

  
  Complaint: 20005011
  
  I am rejecting this response because:

  This case is not closed because you say it is. Fair business practices are set by up by governing bodies which Shopify does not adhere to. Bottom line I was told I would get a refund and I would be notified as to when. Because you are not refunding my money after I was told I would get a refund this is considered fraud is it not? I expect yet another response with the same excuses. Perhaps you don't have the power to issue a refund? I'm now sure that Shopify has cash grabbed from dozens of people. There has to be accountability!

  
  Sincerely,
  
  ****** ***