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: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.

  March 27 This company took $950.00 from my account without my permission.**** ******** ******* *** ************* IL US ****** *******. I have been trying to get it back but they keep asking me for the same information. And it seems like they just don't want to give my money back. I gave them all the info they ask for . ***** *******

  

  Business Response

  Date: 03/05/2023

  Hi *****,
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to receiving a recent charge you received. I regret to hear of the issues you've been encountering and I'd like to work on the matter with you further. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  
  Kind regards,
  **** | 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’ve contacted Shopify to cancelled my acct and subscription they reassure me that my acct is cancelled however I keep getting charge monthly for a subscription I should have due to being cancelled in the past. I believe the are ************ charging me for a service /acct I’ve requested to be cancelled in hopes that I forget about it and keep stealing my money. ** **** **** ***** *** **** ** ** ******** *** **** ***** 

  

  Business Response

  Date: 07/05/2023

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can 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
  
  
  

• Initial Complaint

  Date:26/04/2023

  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 extremely frustrated with the way my business is being treated. Recently, a client purchased a large item from my company and received it without any issues. However, she then filed a fraud claim against my company, which led to Shopify charging us back a large sum of money. Despite submitting proof of text messages, tracking information, and photos of the delivered item, Shopify is giving us the run-around and indicating that our account will be charged back. The matter is under investigation with the con artist's bank, but my company has no recourse or protection from Shopify. To make matters worse, billing and management refuse to speak with us directly, leaving escalated issues to be handled by contributor-level employees. This treatment is unacceptable and needs to be addressed immediately.

  

  Business Response

  Date: 30/04/2023

  Hello *****, 
  I am *****, a Support Lead here with Shopify. I am sorry to hear about your chargeback issue. 
  Chargebacks are a side effect of ecommerce that we cannot get away from. Shopify does not have any control over this chargeback process other than giving a platform for our Merchants to submit evidence to the banks and credit card companies. The process and ultimate decision of who wins the dispute, solely lies with them. The only way forward in matters like these is to submit as much evidence as possible so that you can give yourself the best opportunity to win the dispute. We do have resources in our Help Centre that guides our Merchants on ways to do this and what kind of evidence is needed. If an issue is escalated then our teams will work with you directly via email to help in any way we can.
  Regards
  *****
  
  

• Initial Complaint

  Date:25/04/2023

  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 chatted with support to get help on creating a staff account. The support kept me chatting with questions. They didn't respond to my question and misdirected their answers. After spending maybe 1 hour or more, they never seem to understand what the problem was. I simply want to get help since they doubled their price, I expected even better support. Sadly, its even worse.

  

  Business Response

  Date: 29/04/2023

  Hello *****,
  
  ****** here, an Operations Lead at Shopify.
   
  Thank you for sharing your concerns regarding your recent experience with our support team. 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:17/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on april 7th i received an email notifying me of my shopify account termination. this came to me as a surprise because i was not warned of any possible term violation nor was i doing anything remotely close to breaching the acceptable use terms. I know that I run a legit business as i have been for 2+ years on paypal with zero issues or complaints. i switched to shopify to explore my options with invoicing. If shopify doesn’t want me to use their platform, that’s fine i’ll leave. the problem i have is that they have completely closed my account without giving me any access to my customer’s information for their open orders that i’ve yet to fulfill, about 150 orders are locked up and inaccessible. In addition to that, shopify has also locked up funds that were in my account balance. I’ve made continuous efforts to contact shopify including email and calling, i’ve gotten no meaningful response, nor specific reason for my account termination. They said i violated the Acceptable Use Terms, upon reading the terms again, i’ve confirmed that i have not violated any of the terms. In essence, the response i got was, we can’t tell you, our decision is final, go somewhere else. I don’t know what they expect me to do as a small business that can’t afford to just let this go. even if i wanted to refund the 150 orders that are still open, which i don’t, i literally cannot because i have no access to the account to even process refunds. additionally they’ve stopped contacting me, it’s been a week since the last contact. I’m at a loss for words at how this company can just ruin a small business like this without any explanation or conversation.

  

  Business Response

  Date: 20/04/2023

  Hello *****, 
  I am *****, a Support Lead here with Shopify. I am sorry to read of your difficulties with your store. 
  Account Reviews are standard procedure for every store on the platform. These reviews are carried out by our Banking Partners and can be done on multiple occasions throughout a stores lifetime to maintain compliance with all legal requirements. Our team have reached out to you on ticket ID: ************************************. As they have advised, if there have been no chargebacks within the allotted time frame you will receive your payout in full. If you have any further questions you can reply directly to the ticket number above and we will continue to work with you directly. 
  Regards 
  *****
  
  

  Customer Answer

  Date: 20/04/2023

  
  Complaint: 19948707
  
  I am rejecting this response because:
  

  The last communication I received was on April 10th, 10 days ago with is completely inappropriate as my business is on the line. The only ticket ID I have an email for is ************************************. I haven’t received any other ticket email let alone one with the ID ************************************.

  Additionally it’s not only the funds I want released, I need my store to be reactivated as you are still withholding open customer order information which I cannot fulfill. You say that the funds will be released if there are not chargebacks but at the same time, you guys are creating a situation in which my customers are more likely to do a chargeback because I cannot fulfill their order nor can I even communicate with them.

  Sincerely,
  
  ***** **

  

  Business Response

  Date: 23/04/2023

  Hello *****, 
  ***** here again from Shopify.
  I have spoken with our operations team and we have started the process to get your account reviewed again. You will now be able to log into your account and submit the requested information. The Operations team have contacted you also via ticket - ************************************ so please direct all questions and information to that email. I hope this helps and that your Shopify Journey is great from here on. 
  Regards
  *****
  
  

• Initial Complaint

  Date:17/04/2023

  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.

  Shopify has been holding my funds hostage for months. My funds were supposed to be released out of escrow beginning of this month. They have been giving me a run around on sending my payout and changing my banking information. Please avoid doing business with this company . Im planning to hire a attorney

  

  Business Response

  Date: 26/04/2023

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Because this is a public forum, we can’t discuss any store-specific information here. However, I did take some time to review your store, and it looks like the right specialists have been in touch and the issue is now resolved for you.
  If that’s not the case or you have any additional concerns, please let us know and I’ll send you an email through our ticket system so you can authenticate as the store owner and we can discuss the details further.
  
  Best,
  ****** * * ******* **** * ******** ******************************************************

• Initial Complaint

  Date:17/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a trial account on Shopify just to see how it worked, and if it would be a viable platform to use. I saw its popularity and ease of use on Youtube so I created a trial account and launched a mock store. Thats it. I completely forgot about my account, and out of nowhere, Spotify hits me with a bill. I access my account and attempt to cancel, and for whatever reason Shopify will not allow me to do this. They force you to pay the outstanding balance, then message support to request a refund. This is unethical, and borderline criminal! I am writing this to warn others not to create a trial account unless they intend on using Shopify for an active business. I have worked in the software as a service industry for over half a decade, and I've never seen a platform force a customer to pay an outstanding balance before they could cancel a trial account.

  

  Business Response

  Date: 25/04/2023

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Thank you for bringing your concerns to our attention. Due to this being a public forum, we can’t discuss store-specific information, but we can provide some general information on how billing and closure works on the platform.
  
  For some additional context, a store subscription will never attempt to charge unless a merchant chooses a subscription plan and adds a payment method. Additionally, subscription fees are never charged until the trial ends; if a store is canceled before the trial ends, no subscription fees will be incurred. By choosing a plan and adding a payment method, a merchant agrees to the subscription starting at the end of the trial, and agrees to pay the subscription fee associated with that. You can find more detail on this in our ********* ***** ** **********************************************
  
  We would also like to clarify that our cancellation policy is in place to ensure that all financial obligations are met and to prevent any potential issues with collections in the future. If a store freezes for an outstanding balance, the store will go offline and no more charge attempts will occur, rendering it effectively closed.
  
  We understand that there may be situations where a merchant is unable to close their account on their own. In these cases, we have processes in place to help with closing your store, and we encourage merchants having difficulty with store closures to reach out to our Support team for assistance. Our Support team would be happy to walk you through the process and assist with any roadblocks you may have, and are available 24/7 at this link: ************************************
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your business and hope this information resolves the matter to your satisfaction.
  
  ****** * * ******* **** * ******** ****************************************************** 
  

• Initial Complaint

  Date:13/04/2023

  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.

  Shopfiy is holding funds without notice on our business, ****** ******** **** Shopify was supplied the documents they requested. We have attempted to contact them through the only customer support option, chat. All of the phone numbers have been disconnected. In the chat they respond saying they will call within..."one hour...or "hey will look into the issue and get back to us etc." They have not followed through with any of these responses over the past 24 hours. We are a small business and this income is our livelihood. We are a legitimate business that has not any concerns regarding our products and sales by any entity over the 8 years until today when Shopify states they are giving us two days to get letters from each of the brand products we resell or they will hold our funds indefinitely. We have a license in a good standing and have submitted the contracts with licensed distributors to Shopify as they requested months ago. PLEASE HELP US ASAP!!

  

  Business Response

  Date: 15/04/2023

  Hello ******, 
  
  My name is ***** - I am an Operations Lead here at Shopify, reaching out concerning your *** complaint #19932607.
  
  Thank you for taking the time to share your concerns with us. In order to investigate this further for you, please resubmit your complaint with a valid email address. As the *** is a public forum, we will need your email address in order to communicate with you directly, to protect your sensitive account details.
  
  I look forward to hearing back from you soon.
  
  Warm Regards,
  *****
  
  

  Customer Answer

  Date: 26/04/2023

  
  Complaint: 19932607
  
  I am rejecting this response because: I provided you a valid email address previously. It is ********************. If you are seeking the heroes welcome email address for verification purposes, it is ***************************
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 27/04/2023

  Hello ******, 
  
  Thank you for getting back to me with the email used for your store and I hope this finds you well. Because this is a public forum, we can’t discuss any store-specific information here. However, I did take some time to review your store, and it looks like the right specialists have been in touch and the issue is now resolved for you.
  

  If that’s not the case or you have any additional concerns, please let us know and I’ll send you an email through our ticket system so you can authenticate as the store owner and we can discuss the details further.
  

  Warm Regards,
  *****
  

  
  

  Customer Answer

  Date: 28/04/2023

  
  Complaint: 19932607
  
  I am rejecting this response because our account was frozen without notice and without reason causing a tremendous amount of stress and upset to our owner, staff and customers.  Also, when we attempted to resolve the issue you did not respond in a timely fashion or with an appropriate answer during business ours M-F. Therefore, we had to operate for four days without knowing when or if we would receive the nearly 11,000 dollars we had in our account. This is completely unacceptable and will not be tolerated.  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/04/2023

  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.

  Hello On March 20th I was advised that a refund of $363.66 would be credited back to the credit card however I do not see it reflected on the statement. Could you please let me know what the status is on this and when it may be resolved. According to the text it states within 24 - 48 hours

  

  Business Response

  Date: 11/04/2023

  Hi ***,
  
  My name is ******, I'm a Support Lead here with Shopify! I regret to hear of the delay in providing you with the refund. Please note that a detailed response, along with a resolution of your ask has been provided to you on ticket *********, as *** is a public platform preventing us from going into details regarding your account.
  
  
  Should you need any additional support, reach out to Shopify Support.
  
  
  Kind regards,

  ****** | Support Lead

• Initial Complaint

  Date:03/04/2023

  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 deactivated my Shopify store last fall. Tonight I logged into my account to download my 1099-k to file my taxes. The only page Shopify would let me access stated that my account is deactivated and suggested I reopen for $40. It also gave access to past bills and monthly statements, but no tax forms. After googling where to find the 1099-k, it became clear that I would have to pay to reactivate my account in order to see or download it! This is completely ridiculous. This is a legal government form! You can’t hide it behind a paywall! After a very slow and frustrating chat with a customer service rep (or bot) I was granted temporary access to my account to download the form but I wanted to leave a formal complaint - - preventing access to this necessary tax form feels illegal and needs to be resolved.

  

  Business Response

  Date: 06/04/2023

  Hello ******, 
  

  My name is *****, and I am a Support Lead here with Shopify. I am sorry to hear you had an issue with downloading your 1099-k form.
  

  Security is paramount here at Shopify and with the 1099-k form being such an important document, we need to verify every time that we are speaking only with the Account Owner of the store. By having the download option hidden and having the Account Owner log into a chat to get authenticated we can have our Support Advisors open the store for a temporary time to allow the Account Owner to download the form securely without any risk of compromising the security of the account.  I do see on Ticket - ******** that our ******* ******* ****, took this action for you and you were able to download the form successfully. I have noted your feedback on this process and will take it to our developers as a frustration to be looked into. 
  

  Regards
  *****