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

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

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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 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:01/04/2023

  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 have NEVER done business with shopify and when I moved into my new home I NEVER gave them my new address but that has not stopped them from harassing incessantly with their junk mail. They don't even have the respect to get my name right on the junk they're sending to my home and I want it to stop! I want my name (both correct and incorrect) and home address removed from their mailing list immediately and permanently! And I want the harassing junk mail to end forever!

  

  Business Response

  Date: 01/04/2023

  Hi *********, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to receiving mail campaigns. I regret to hear of the issues you've been encountering and I'd like to work on the matter with you further. 
  
  Due to the public nature of the *** I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  
  
  Kind regards,
  **** | Support Lead
  
  

• Initial Complaint

  Date:27/03/2023

  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.

  We are an e-commerce marketplace business located in New York. Shopify is our e-commerce infrastructure provider as weel as Payment Gatewey to collect payments from our customers through online POS system. Shopify decided to review our account and holding our money collected from customers just without any reason whatsoever. They have asked for some documents showing proof that we are located in USA which was provided. However they should not be holding our funds and send our money back as there is no customer dispute or fraud pending. Shopify cannot unilaterally decide to hold our funds, we are a small business and our operation is being impacted by this action. When we searched online we realized the same happened to many businesses with Shopify, some of them could not access their funds for months. We are extremely concerned as we cannot speak to a representative and emails are left unanswered about this situation. When we had a chat online with a representative we were told it is routine process and not to worry. Already we are not able to make payments to our suppliers and we are facing damage to our business. I hope *** can assist us getting this matter resolved. Thank you Best regards ****** ****** **** ******* *** ** **********

  Customer Answer

  Date: 30/03/2023

  Hello

   

  This case is resolved now.

   

  Appreciate your assistance.

   

  Thank you

• Initial Complaint

  Date:26/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a business website ******************** and also is connected to ******************************* with Shopify Inc. that does not sell goods and is there as a stand alone to provide comfort to my clients and show that we have a history and a solid team that can be trusted. Since I do not sell items on Shopify I do not log into my account much. There was an issue with My DNS so I went to go and log into my account. I put in the *********************************** and I put in my correct password. I then get a screen that says I havent logged in for over 3 months. I click log in again and it logs in and then asks me for a 10 digit code from my email. the problem is I got rid of this second domain and that email close to 6 months ago. We didnt like it and it was too long of an email we opted for the shorter one. SO now I am locked out of my account. I have shown that I own *************************** I have shown billing I have shown access to the email just that it doesnt receive emails I have shown I know my password. You can email me at ******************** which is the other email that is connected to the website. I contacted you about this on Tuesday of last week and have contacted every day since. Being told that this would get escalated and the escalation team would contact me. I have not been contacted once and unfortunately this has lost me a big client that was looking at my site on wednesday. This client was worth over 2 Million a year to us. gone because your company implemented a 2 factor authentication that triggers for not logging into your account for over 3 months. That is not ok and now im locked out of my account despite having the correct log in info and being able to show I own the domain and the account and that the charges for the account go on my card and no one has reached back out and will get me in my account. Right now I want into my account and I want damages for the client I lost.

  

  Business Response

  Date: 29/03/2023

  Hi *****,

  
  My name is ******** and I am a Support Lead here with Shopify. I appreciate your time to lodge this complaint with ***. 
  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 will email you directly to the email address you have provided on this review so we can discuss this further.

  
  Warm regards, 
  ******** | Shopify Support Lead.

• Initial Complaint

  Date:25/03/2023

  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.

  We have been double charged by Shopify, $30 monthly since May 2020, cancelled service, written to Shopify customer Service (there is no phone line or email, only texting) demanding cancellation and to remove card info. Each time we were promised this would stop and we would receive a refund (chat threads and no-reply email threads attached for proof) The erroneous charges never stopped and now total over $1000. The Billing Team says they cannot tell where the charges come from despite collecting my bank information proving double charges, billing statements from Shopify proving double payments and double invoicing. I am now forced to ask law enforcement officials for help collecting reimbursement.

  

  Business Response

  Date: 30/03/2023

  Hello *****,
  
  This is ***, an Operations Lead here at Shopify. I will be helping you with this matter, due to it being a billing matter, and we want to keep your billing information private, I have emailed you to the email address you provided on this complaint. The ticket number of the email I sent is: ********
  
  Best,
  
  ****
  

• Initial Complaint

  Date:25/03/2023

  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.

  Below is the request I have sent ***************** 3 times, and have not received a response to. I request a response... Hello, I am concerned that I and other Shopify customers are being taken advantage of by credit card companies with their loose standards for creating chargebacks. I understand that Shopify itself does not initiate chargebacks. However, it appears that Shopify allows credit card companies to initiate chargebacks via Shopify at their discretion. For instance: A customer received my product and installed it incorrectly, resulting in a broken piece. We offered to send her a replacement at no cost. She contacted her credit card company without offering to return the item. The credit card company initiated a chargeback, and the customer still has our item. This is egregious and basically theft. An example of this is order ****. Chargebacks have occurred to my business due to customers complaining of fraudulent activity (somebody stealing their credit card info and making an order). Why is it the small business' responsibility to pay for these issues, rather than the credit card company's responsibility? I see nothing in the FCBA that puts the responsibility on the small business. ***** **** *** ****  in my account are examples of this. I believe these chargebacks damage the small businesses that do business with Shopify, and amount to theft of the small businesses trying to make a living honestly. I would like to understand what, if any, protections Shopify puts in place to ensure that credit card companies are not unfairly initiating chargebacks against your customers. Thank you, ****

  

  Business Response

  Date: 01/04/2023

  Hi *****,
  
  My name is ******, I'm an Operations Lead here with Shopify. I regret to hear of the troubles you've been experiencing with chargebacks and the lack of response on our side. I have reached out to our Legal team on your behalf. The Team has provided you with a response on March 31, 2023, and you'll be able to find it in your inbox with the subject line '*** complaint #19851329.
  
  Please note that the *** is a public platform and we are unable to discuss any specifics here, therefore, the relevant team reached out to you separately.
  
  Kind regards,

  ****** | Operations Lead

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 19851329
  
  I am rejecting this response because:

  There is no proprietary or confidential information that was sent in your response to me via email.  I have included it as an attachment of record for the ***.  You provide no information that suggests there are any rules other than Credit Card companies being allowed to take money from my account (facilitated by Shopify) whenever they want.  In fact, you reference ****** guide, which states they will make all decisions, and they need provide no rational.  Wee guide you referenced here - *******************************************************************************************************************************************************************

  These CC companies have no skin in the game.  They get a customer complaint, and they grant that customer a full refund no matter whether the customers complaint is reasonable or whether they decide to return the product.  They look good to the customer, rip off small businesses, and have no incentive to change.  This must stop!

  Shopify stores have done nearly $40B in sales per year, over the last 17 years.  What has Shopify done to use its extraordinary leverage to ensure that its customers are not taken advantage of by credit card agencies?  Rules need to be created that are transparent.  It's not ok to sit back and say you are unable to influence the rules or processes without ever trying. At least work with credit card agencies to make the rules transparent, so that they can be investigated by regulators for what they are.  Your customers are being taken advantage of, and it is time for you to do something about it.
  

  Nobody can force you to do what's right, but allowing your customers to be taken advantage of is wrong.

  With sincerity,

  **** *******

   

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

  

  Business Response

  Date: 06/04/2023

  Hi *****,
  
  ****** here again. Thank you for sharing your thoughts and concerns further here. The Legal Team provided you with insight on Shopify's role and involvement concerning credit card companies, and I would kindly like to direct you to the correspondence with the Team as that's the best place to continue the conversation, should you wish to do so.
  
   
  
  Kind regards,

  ****** | Operations Lead

  Customer Answer

  Date: 06/04/2023

  
  Complaint: 19851329
  
  I am rejecting this response because:

  I responded to that team five days ago and am yet to receive a response.  It's disingenuous to suggest that Shopify is willing to have this conversation somewhere else, and then not have it.  I prefer to have this conversation here so that there is a record of it that can be seen by others.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:24/03/2023

  Type:Billing 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.

  Shopify destroyed my online business. Out of nowhere they decided to freeze my fund balance. As a merchant who runs ads and fulfills orders, I could do neither and over $7000 investment in my ad account to find winning targeting and tests went to waste. They asked for proof of address first and identity, I provided a US passport and a bank statement and told them I was visiting Pakistan but permanently residing in the US. The risk agent asked for another proof of ID and suggested my “resident card” as a secondary proof implying I’m actually a non-US national AFTER providing him a passport. My name is ******** and I'm visiting Pakistan - which he also mentioned again when saying "maybe you can provide a resident card", so I suspect racism and discrimination played in too. Furthermore after submitting more documents, including US tax return, US room rental agreement, invoices, tracking codes, all of which they decided to ask for after the simple passport check, there’s no answer on when my funds will be unfrozen so I can even fulfill orders let alone try to get my business on track with the pending ads payments and overheads. Their "standard check" seems malicious and targeted - I even confirmed with a regular support agent that a bank statement and passport should suffice for the check but the risk agent "****" did not seem to think so. It's as if they have a grudge to somehow falsely prove I live outside the US and don't qualify for shopify. Whereas all my docs show my US address and name. I have over $3500 locked with them, and that too would have been much greater but my ads shut off when I could not make payments without these funds, and not knowing when the team would respond. I have done sales exceeding $15,000 in 20 days of using shopify, so you'd think they would be supportive of a small starting merchant. Instead they're more than happy to take their own fees by suggesting I keep running ads and expenses while they "investigate" and keep my funds locked.

  

  Business Response

  Date: 01/04/2023

  Hi ********,
  
  My name is ******, I’m an Operations Lead here with Shopify. Thank you for taking the time to lodge this complaint and share your experience with Shopify. I regret to hear of the troubles with the fund balance and the unsatisfactory support.
  
  It appears that the fund balance matters have been resolved, which is nothing short of good news.
  
  I’d like to further address the racism and discrimination part of your complaint. Please rest assured that Shopify does not tolerate racist or discriminatory behavior in any aspect, be it internally or externally. It does not resonate with our mindset, which is evidenced in our Acceptable Usage Policy.
  
  We do, however, operate on strong and strict processes when it comes to Business Verification, and we are committed to following those processes for the safety of all of our Merchants. It's a standard practice for most payment gateways to request proof of a business' location and operation within the region.
  
  Lastly, I’m aware that our Support reached out to our Legal Department to share your concerns, and it was advised that the Team will reach out to you, please look out for that email.
  
  Should you have any further queries, please reach out to our Support.
  
  Kind regards,
  ****** | Operations Lead

  Customer Answer

  Date: 01/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19846715, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **** ******

• Initial Complaint

  Date:23/03/2023

  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.

  My store was wrongfully terminated, my only source of income was shut down, without warning, without a chance to redeem and FIX what they claimed to had been wrong with it, and what they CALIMED to had been an issue is legal in the United States. Per my lawyer. They terminated my site and within 20 mins of receiving the email I responded to get with NO RESPONSE! I’ve emailed the Trust&Safety Department 8 times, and called Shopify to be told they only communicate through email and someone will get back to me, but they have not! I clearly had it written all over my site, including in the Privacy Policy that all items sold on my site are not original. In New York State, it is legal to resell any items, they are deemed as “knockoffs” I am obligated to sell items that are not of the original brand as long as I make it known to the public that they are fakes. They sent me an email. Wrongfully terminating my store. And didn’t respond back to any of the emails I sent them. Then they unsent/deleted the email they sent me of terminating my store! It’s been 2 days and I still have not heard back from ANYBODY from the Trust & Safety Department. I have no way of putting food on the table to feed my family or pay my bills because they shut my store down, my only source of income! If you view my privacy policy, you would see I wrote in clear bold capital letters! PRODUCTS ARE NOT ORIGINALS. As soon as you go to my site the first top bold words you see are “1:1 REPLICAS” meaning nothing on my site are real, items are knockoffs of the original design. I let that be known to any and everybody who visits my site! There are no misleading speculations to be had by any person who visits my site! What is the problem?! I am allowed to sell these BRANDED REPLICA products in the state of NY. I would like my site to be put back up. I took a screenshot of the email before they unsent it. I have attached it below.

  

  Business Response

  Date: 25/03/2023

  Hi ********,

   

  My name is ******, I'm a Support Lead here with Shopify, thank you for taking the time to lodge this complaint with the ***.

  I regret to hear of the issues you're experiencing with your store, however,  I am unable to discuss account specific details here due to the public nature of the ***.

   I have  emailed you directly to the address you have provided on this review and we can discuss this in more detail.

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

  Customer Answer

  Date: 25/03/2023

  
  Complaint: 19841526
  
  I am rejecting this response because: you did email me, I responded and received no reply. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 29/03/2023

  Hi ********,

  ****** here again, thank you for your response. I have provided a response on the ticket #37233546.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 30/03/2023

  Complaint: 19841526
  
  I am rejecting this response because: this is not helpful or informative to my complaint. All you did was tell me to reach out to another department. I have been reaching out to them. I get no response from them. That was the whole purpose of me getting *** involved. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 31/03/2023

  Hi ********,

   

  Thank you for your response. Further details have been provided to you on ticket ************************************, please refer to the outlined ticket. As the *** is a public platform, we remain unable to discuss any account specifics here.
  
  Kind regards,

  ****** | Support Lead

• Initial Complaint

  Date:23/03/2023

  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 was exploring setting up a Dropshipping site on Shopify, I installed a dropshipping plugin called ******* to explore their products. They did not have any of the products I was looking for so I deleted the plugin. The plugin retained my information and started billing me and is refusing to stop. I would not be in this situation if Shopify provided a clean uninstall process for their plugins. I believe as a new user of the platform I have been setup and I want Shopify to fix their plugin removal process to ensure personal data is 100% removed from plugins when a plugin is deleted.

  

  Business Response

  Date: 27/03/2023

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. Sorry to hear that your setup was not as straightforward as we would like. 
  

  ******* is a Third Party App and their developers control any billing that gets done. I would like to look further into this for you and get any charges made by mistake removed. Due to the public nature of the *** and the sensitive account information we will be discussing I have sent you an email directly to your email address listed. You can reply to that email and I will look further into this for you. 
  

  Regards
  *****

  
  

• Initial Complaint

  Date:22/03/2023

  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.

  Hi. I opened a Shopify store on 3/2/23 to part ways with some collector ****** ******* putters I’ve been collecting for 20+ years and selling them as a sole proprietor through Shopify . On 3/16 I received my first putter order for $2500 and then the second on 3/20 for $3,000 and received a payout date of 3/23/23. On 3/20 I woke up to my Shopify payments banner saying they were being held for “standard review” and to provide the info asked, Which I did . But was encouraged to continue to allow customers to place orders. In total I have 3 putter orders for around $8,000. And today when it’s the day to disperse my payouts from my orders that have been shipped and fulfilled and are now in possession of the couriers I receive a email saying my orders pose a high risk for all 3 transactions but according to Shopify fraud indicators they are all LOW . So that throws their high risk excuse out the window. And they also mentioned they don’t support my kind of business but there’s a handful of the same exact stores that sell these putters through Shopify as well. ** ******* ** ****** * Now I’m in a situation where my putters are shipped, my money is being held and I will get it only if their is no chargebacks but now as soon as these customers go to browse my store shortly it’s going to show it’s unavailable and all of them are opening disputes and are going to receive not only my items, but the money back as well and I’m just gonna be screwed with no items or money. This is hog wash and I refuse to be walked all over when Shopify thinks they do as they please . I have days and days of conversations with these customers who have ordered . Provided any verification/time stamp photos they asked. Hence to why they still ordered from me. Since I provided them with that . I want my rightfully due money to be paid to me on the date it said it was going to be paid and not have my stuff shut down at the exact time my funds were suppose to be transferred. Shopify is crooked. Stay away

  

  Business Response

  Date: 27/03/2023

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I regret to hear that your Merchant experience has not been what you expected. 
  

  Shopify work with Banking Partners who control our payment platform. These Partners review stores on a regular basis and risk assess what is being sold. These reviews are done on all stores on the platform and can be done on multiple occasions across a store's lifetime.  Our Operations team have explained on tickets - ******** *** ******* that any payout due will be released to you as long as no chargeback is received within the timeframe. If you have any other questions please respond to either ticket and we will work with you directly. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/04/2023

  
  Complaint: 19637714
  
  I am rejecting this response because:

  I need my funds I accumulated paid out to me immediately. Shopify let me take a payment, encouraged I continue to make more sales, knowing they have a history with screwing peoples finances up and running anything good going into the ground. I received my payout date for 3/23. The day my funds were suppose to be distributed to my account, instead I was made aware my account was terminated. So when you guys terminated my account along with my store, after I fulfilled my orders and shipped my items to these customers, you guys deleted my shop from Shopify instantly causing my 3 orders I did have to file a dispute since they thought they just paid and then deleted my Shopify since there was no webpage to be found. So right now , I am out 8k in collector ****** ******* putters, that the people who not only received my items I wasn’t paid for yet. But since you guys took my shop from the internet. They are going  to be able to keep my items and they will be reimbursed because of how you guys went about it and waited until the day I was suppose to be paid and seen all of my items were fulfilled and shipped. I need my money . Because the only reason any one disputed anything is due to guys. That was the only high risk involved. I also have attached my customers Card/ID along with a handwritten name and date just to verify on identification documents that it was indeed those people they claimed. So I need my funds 

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

  

  Business Response

  Date: 10/04/2023

  Hello ******,
  ***** here again. As we have advised, the timing of a review is not set and can happen at any stage, and possibly on multiple occasions over a store's lifetime. Our operations team have been in contact on several occasions with you in regards to this issue and have advised on the situation across multiple tickets. As they have advised, the payout date is set by our Banking Partners who are responsible for the transaction itself. The payout date that has been advised is 07/20/23 which follows the standard timeframe. If there are no chargebacks made against the orders in this timeframe then the fees will be paid directly to the account on file. 
  Regards
  *****
  
  

  Customer Answer

  Date: 12/04/2023

  
  Complaint: 19637714
  
  I am rejecting this response because:

  Hate to tell you , but that's not going to work. Firstly, because my payout date ORIGINALLY was 3/23, until it was time to disperse my funds on the 22nd. Instead my account was terminated after all items were shipped. Shopify is the reason why these customers asked for charge backs to begin with. Let me just inform you of something, the items these people buy, are highly sought after items and the people buying them are specifically looking for certain characteristics of the putters. So, the risk of chargeback as long as they receive the item is almost slim to none. If you purchase one of these putters, you have been looking specifically for that certain putter. So the whole high risk blah blah blah, HOGWASH. All of the indicators on Shopify were all on the lowest end of the spectrum regarding your guys fraud indicators. You terminated my Shopify and it removed my store and any info regarding their order could no longer be seen when they clicked on their order information. So all of my customers instantly filed chargebacks, even though I provided tracking info to them. They thought I closed the account and needless to say the conversations didn't end well and I haven't heard from any single one since. I am attaching all of the tracking #s that have said delivered for weeks now and here I am without my $8,000 nor my items. Surely, I know for certain this company isn't going to be make anyone return any funds/items. You say as long as there isn't any chargebacks I will be paid, but that's already down the drain because they filed disputes as soon as you guys removed my stuff from Shopify. So I need my funds paid out to me, immediately. Because not for a second am I going to allow this company who apparently runs a lot of peoples business into the ground, steal $8000 from me and be screwed out of my items I have been collecting for years. Because I am not even able to respond to the requests from their bank regarding the transactions because my shop is closed and the lack of competency in the copy and paste responses to every single persons situation is always the same scripted generic response just filling in whomever name is emailing me, I no longer have the time nor patience for. I have already attached proof with some sort of ID verification that the person whom I was talking to was indeed who they said they were. Have provided you guys with prior conversations between the customers and now I am attaching screen shots of all of the orders tracking information and showing delivered. I am also going to type them out.

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

  I have now provided enough documentation and evidence to protect myself from any chargeback. And to be able to have my money deposited to me. 

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

  

  Business Response

  Date: 17/04/2023

  Hello ******, 
  ***** here again. I am sorry that you feel we are providing a copy and paste response. That is not the case here. I have spoken with *****, the specialist that has been working with you on ticket - ************************************. These decisions are made by our Banking Partners and not directly by Shopify. We must follow what they decide can and cannot be provided. Chargebacks are another side effect of E-Commerce that cannot be controlled by us. The Banking Institutes decide whether a Merchant wins or loses a case outside of Shopify. The only input we have is to provide proof of the order itself. Again, any money that is due to you will be paid in full as long as no chargebacks are submitted within the timeframe allocated. We will continue to work with you directly through Ticket - ************************************.
  Regards
  *****
  
  

  Customer Answer

  Date: 17/04/2023

  
  Complaint: 19637714
  
  I am rejecting this response because:

  I am repeating myself once again, and to be honest. It's very very, VERY annoying. So I will do it once more and maybe this time someone will be able to process what I am saying. The whole chargeback thing within the allocated timeframe was gone as soon as you guys terminated my Shopify and removed my store from the web on March 22. All customers filed chargebacks at that moment because they felt they had paid, and I deleted the store. When in reality, Shopify caused the chargeback to begin with. I spoke with these people for 1-2 weeks prior to them even making the purchase. So they definitely wanted the item and they got the item they ordered and then Shopify closed my store after I shipped the items out, which caused my customers to file chargebacks. So I have provided these customers ID/Bank card along with the signature and date/previous correspondences prior to the sale so I could make sure it was them as well as the delivered tracking information, all protecting me from a chargeback. I shouldn't have to wait to begin with. I tied all loose ends with VERIFICATION/PHYSICAL PROOF and them provididng me the handwritten info along with the state ID or Card used for the purchase. Theres nothing high risk, Shopify is the only thing high risk. All indicators were at the lowest end of the spectrum  Now , not going to have the fate of my items/money be in the hands of someone who rarely sides with sellers to begin with. SO I will kindly say this again, We can figure this out amongst ourselves or well, we can figure that out too. 

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

• Initial Complaint

  Date:20/03/2023

  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 asked the business to stop sending all mailings to my address on several occasions. However, I still continue to receive mailings. Stop mailing communications to my address, also I am receiving mailings at my address for an individual who no longer is a resident living at this address. I have attached pictures of recent mailings for proof which were received, on Mar 6, 2023, well after the date of contact to remove myself from the mailing list.

  

  Business Response

  Date: 22/03/2023

  Hello ****,
  

  I am *****, a Support Lead here with Shopify. I am sorry to read that you are still receiving mail from our mailing list. 
  

  I have spoken with our Marketing Team and they have advised that you, and the other name that you have given will be removed from the mailing list immediately. You will not be receiving any more mail from Shopify and I apologize for any inconvenience this has caused. 
  

  Regards 
  *****