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

• 

  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:09/02/2023

  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 spent numerous hours with the off shore Shopify support - over 6 hours in 2 weeks over chat and phone. It took forever to have two simple issues looked at and resolved. I;m not pleased with the support provided by Shopify, My time is precious and I need it to run my business and not to stay on the phone or chat and educate your agents about the products and services you provide! Get your old support team back and stat helping you merchants.

  

  Business Response

  Date: 11/02/2023

  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. We pride ourselves on the quality of support we provide to all our merchants and it’s extremely disappointing to hear we have failed you on this occasion. I shall be reviewing your store and all interactions to determine what has occurred. 
  
  Due to the public nature of the *** 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:06/02/2023

  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 ordered a product from a "company" who uses Shopify as their website/storefront - who after contacting multiple times to see where my order is that was placed on 12/19/22 have I realized this is a ****. This "company's" (*******) website with Shopify that I ordered from was "unavailable" about 2 weeks after my order confirmation was received and now I see that they have a new website/storefront set up with Shopify so that they can **** MORE customers out of funds with zero intention of sending any product. There is no way to place a inquiry/complaint with Shopify or contact support regarding this issue so that they can cancel this storefront nor do they have any type of procedure in place to help with ****s like this. There are MULTIPLE complaints on Shopify's website/forum that have this same issue with other stores that are nothing but a ****. This website generator needs improvements or should have some way to verify clients who claim to be trustworthy business when in fact its nothing but someone stealing funds from innocent people. *******'s new website: *************************************************************************************************************************** Still needing my $80 returned or a rain diffuser that was ordered back in December...

  

  Business Response

  Date: 09/02/2023

  Hi ********,
  
  My name is ****, I am a Support Lead here at Shopify.
  
  Thank you for relaying your experience when purchasing from a potential Shopify store, due to the public nature of *** I have sent you a private message to discuss next steps to resolving this issue. 
  
  I look forward to hearing from you,
  *** | Shopify Support Lead
  

• Initial Complaint

  Date:04/02/2023

  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.

  Since November 23, 2022, I’ve been unable to refund customers, and Shopify has a block in the system . Since then when customers ask for a refund I’m unable to refund my customer due to this Shopify payment block which is bad for business because how am I supposed to explain to my customers that the system isn’t letting me refund them?

  

  Business Response

  Date: 09/02/2023

  Hello *******,
  
  Due to the sensitive information involved (refunds and payments account) I have emailed you. The ticket number of the email sent is: ********
  
  Looking forward to your reply to the email, to work on this together. 
  
  Best,
  
  *** * | Operations Lead

• Initial Complaint

  Date:04/02/2023

  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 created a Shopify store ****************** and paid full membership for a year along with domain registration to Shopify. I am a registered business in Texas under *** * **** *** formerly **** ********. Shopify locked me out of my store without any notice or any explanation. When I reached out to Shopify, they said I have a second store with expired trial period. I told them that it could be due to the issues I experienced setting up the store which never resolved and the store never opened. I stated in any rate having multiple stores is not a reason to lock me out of a fully paid store along with paid registered domain with Shopify. I was then asked to provide a proof that I paid for membership and I did. They then asked me to provide the 1st 6 and the last 4 of my credit card used to pay for Shopify service. They failed to provide adequate reasoning behind why providing my credit card numbers beyond what shows in invoice while I’m Shopify chat forum which i did not think would be good business practice or safe for me. I requested full refund and wanted to cancel my unopened shop and stop recurring charges on my credit card but the company is not cooperating. I plan to report them to Texas attorney general’s office in the event that there are other start ups companies that are victims of this behemoth corporation that fails to meet its promise, sets businesses like me to fail by making the platform inaccessible from start to finish. I am reaching out because Shopify is not cooperating with me.

  

  Business Response

  Date: 08/02/2023

  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 account, however,  I am unable to discuss account specific details here due to the public nature of the ***.

  
   I will email 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: 09/02/2023

  
  Complaint: 19332208
  
  I am rejecting this response because I have already given Shopify an opportunity to resolve the matter by directly reaching out to them and the company has failed to provide me access to my online store or provide adequate reason behind why my store was locked, did not reach out to me after I requested to escalate to management for prompt resolution. I will like *** involved in facilitating the final resolution which is to fully refund my subscription including recurring charges. I also requested refund for the domain registration since I am in the process of migrating my business to another platform. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 14/02/2023

  Hi ******,
  
  ****** here again. Thank you for your response, and the efforts to continue the conversation. Please note that the ****** ******** ****** is a public platform and we're unable to continue the dialogue here for security reasons. I've sent a separate response to you on the existing ticket.
  
  
  Kind regards,
  ****** | Support Lead

  Customer Answer

  Date: 16/02/2023

  
  Complaint: 19332208
  
  I am rejecting this response because:I replied to Shopify via my email and have not gotten prompt resolution. I am not responsible for whatever privacy concerns Shopify has. Since I started this complaint, I have found out that Shopify has opened my store without my permission (see attached). I seek full refund and the website taken down. Immediately. I can also attach the email I received from Shopify which amounts to nothing regarding any resolution. I use the same devise and the same IP address to create my store, register my domain and make payments. I am a registered business in Texas and this ruins the small business brand I’m trying to cultivate. I have a registered agent in Texas, none of which Shopify asked to verify. This is unacceptable. It’s not a good policy to cheat clients and it would have been prudent to do the right thing and show extra effort to resolve this issue with refund. However my store has been opened without my consent and I don’t know how Shopify allowed this to happen. This shows the level of attention my case is getting from the company- it’s not being taken seriously. 
  

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

  *** * **** ***

  Customer Answer

  Date: 16/02/2023

  
  

  From the CONSUMER:

  Sent 2/16/2023 3:22:42 AM

  Read by ***************** on 2/16/2023 3:23:56 AM

  
  Complaint: 19332208
  
  I am rejecting this response because:I replied to Shopify via my email and have not gotten prompt resolution. I am not responsible for whatever privacy concerns Shopify has. Since I started this complaint, I have found out that Shopify has opened my store without my permission (see attached). I seek full refund and the website taken down. Immediately. I can also attach the email I received from Shopify which amounts to nothing regarding any resolution. I use the same devise and the same IP address to create my store, register my domain and make payments. I am a registered business in Texas and this ruins the small business brand I’m trying to cultivate. I have a registered agent in Texas, none of which Shopify asked to verify. This is unacceptable. It’s not a good policy to cheat clients and it would have been prudent to do the right thing and show extra effort to resolve this issue with refund. However my store has been opened without my consent and I don’t know how Shopify allowed this to happen. This shows the level of attention my case is getting from the company- it’s not being taken seriously. 
  

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

  *** * **** ***

  

  Business Response

  Date: 24/02/2023

  Hi ******,
  
  ****** here again. Similar to my previous response,I'll have to direct you to the existing ticket to continue the conversation as the *** is a public platform and conversations regarding any aspects of your account can't be conducted here.

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

  Customer Answer

  Date: 24/02/2023

  
  Complaint: 19332208
  
  I am rejecting this response because issue had not met the resolution I seek. All documents requested will be subtitled to the ticket directly but the dispute will remain open until the resolution I seek is met. Currently, account verification under way.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 28/02/2023

  Hi ******,

  We have issued a response on the active ticket, clarifying on the outstanding matters. Please note that details will not be discussed here as *** is a public platform.
  
  Kind rgeards,

  ****** | Support Lead

  Customer Answer

  Date: 02/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19332208, and find that this resolution is satisfactory to me. I called and spoke to Shopify’s Support Advisor ****** and my concerns were resolved.

  Also special thanks *** for facilitating the dialogue, to ******, ****** and ****** for their help reaching the requested resolution. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/02/2023

  Type:Order 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.

  Hello, It is the domain name registrant’s or site administrator's responsibility to review and maintain their website so issues regarding the content of the website are being addressed directly to you. This website is engaged in illegal activity: ****************************   They are ******** people by taking their money and not sending any product.

  

  Business Response

  Date: 06/02/2023

  Hello *****,
  
  I understand the importance of receiving paid packages in a timely manner, however, due to Shopify’s nature as a platform we cannot interfere with how stores operate or force refunds. For some context on this, Shopify is not a marketplace like ****** or ****, we are a software provider / platform that enables people to run an online store, and as such we cannot interfere with the day-to-day operations of any store, or force refunds.
   
  With this being said, we recommend that you first attempt to reach out to the retailer/store owner to inquire about your order or confirm shipping times. Below are a few suggestions for contacting them:
   
  * By responding to the order confirmation email you received.
  * By going to their website to see if they have any alternate contact methods.
  * Reach out to them via any social media channels they may have (those can sometimes be more closely monitored than conventional contact means.)
  * Via the Shop app by tapping the Contact button in their Shop Profile if you are tracking the order there.
   
  If it's been 30 days or more since the order was placed, please fill out our Buyer complaint form **as a first step.** Your complaint will be sent directly to the merchant as a templated email. 
  
  To access the Buyer complaint form, you must first visit the Contact Shopify Support website ******************************************** page. From here, you can choose the **Get support as a customer of a Shopify store** option, you can choose to submit a complaint about a **specific merchant**, or about a **specific order:**
  
  Luckily, there are also processes in place with your credit card issuing bank or ****** if the order was placed via their online checkout for these situations for you to get your money back, most banks would require that you wait minimum 30 days past placing the order before initiating this process but your own bank can confirm this for you. I recommend speaking to your bank, credit card company, or ****** (depending on how you transacted your order) and notifying them of the transaction and the issue you are encountering. They should then be able to begin an investigation with the aim of retrieving your funds.
  
  I want to stress, we absolutely do not condone any type of fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally, which we can use to investigate the store as needed. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.
   
  I really appreciate you taking the time to get in-touch and I truly hope you'll be able to retrieve your product or failing that, secure your funds via your chosen payment method.
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 07/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18972684, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/02/2023

  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.

  Shopify recently adopted a 2 step authentication requirement for merchants to receive payouts from our online store. To set this new authentication process up, a code is texted to a phone number. The system ignores the phone number (my cell phone) that I provide in the appropriate field that can receive a text containing their required code. Instead the automated text and code is sent to our 877 toll free number that does not receive texts. As a result, Shopify will not pay out the money received from our online store to our business bank account. They are holding the money. I've tried numerous times and spent many over hours over several days to get this resolved but no one in their tech department can resolve this issue. I simply need them to change the number they are sending these texted codes to a number that will receive texts. I've attached a screenshot of the screen that I cannot pass because the requested code is never received.

  Customer Answer

  Date: 03/02/2023

  I wanted to let you know that complaint 18967717 has been resolved.

   

  Thank you for your assistance.

   

  Sincerely,

   

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

• Initial Complaint

  Date:28/01/2023

  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 used to offer 2 week free trials, which is hardly enough time, unless someone (doubtful) is at their Shopify computer 8 hrs a day, to learn adjust - and launch?! - a business site. Now, the trial is 3 months at $1 per month, then it goes - if someone likes Shopify and/or the trial experience - to monthly paid, which can be $250 and more. I activated the 3 months I think in early November, spent a fair amount of time then building and adjusting, and calling S with questions, as well- Some of those calls - most - lasted 45 minutes. Every customer with S has an abundance of other options. I prefer Wordpress, but am/was undecided. Then, for unspecified reasons, I let off the S site in early December; the 9th, I was today informed. I logged in again yesterday, 1/26. Hmmmm. Another $1 charge is due in a week, AND IF I DO NOT PAY!!…neither customers or myself can see the site. Okay, fine. But, I called today to check with S about the, apparently, 6 week lag in the trial. The Agent had no ability to discuss or help, and I think he was with Sales team. So, he chats with another Department who tell him what to say, which was: “Once a trial is underway, it cannot be extended.” I find that incredible yet also doubtful. What if someone was in hospital, injured, fired, jail, lost at sea? Ok, whatever; got it; fair is fair. But, he did not ask, and since, for whatever reason, I did not utilize the 90 days they had pre-prescribed - clearly more than the old trial time of 2 weeks - then Shopify realizes and knows, of anyone, that the customer cannot be expected to, and probably does not, therefore, know or understand the product enough to pay (or want) to continue. Trial unfulfilled. So, why 3 months in the first place. Is not the longest trial out there. Thank you, but over $1? What is the objective here? Run and promote websites and earn money, meaning for Shopify, or hard-nose and to the 90th day, no matter what, regulate: Trials!!!?

  

  Business Response

  Date: 05/02/2023

  Hi ******,
  
  My name is **** and I am a Support Lead at Shopify. Thank you for taking the time to complete this review and for your patience. I understand that you are inquiring in regards to the trial period for your store. I shall review this further to determine what has occurred. 

  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this review with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  

  Kind regards,

  **** - Shopify Support Lead

  
  

• Initial Complaint

  Date:27/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in the process of selling my business, and Shopify has no smooth process for ensuring the current owner's payment information and tax information are removed so that the new owner can add their information. I opened a ticket on Jan 17. It took 2 days, Jan 19, for Tax Specialist, *******, to respond advising I need to get the new owner's tax information (incl SSN/EIN, which should not be my responsibility. I responded and it took 7 calendar days to get a response, after I followed up, called and tried to contact on social media. On Jan 26, a week later, ******* finally responds and gives me the runaround again. She contradicts the next steps compared to her first response. Today, Jan 27, I still don't have my information removed. Funds from the sale are being held in escrow and we can't move forward. I've asked various representatives to escalate this and nothing is being done, aside from "waiting on the specialist." I've spent about 8 active hours talking to people. I've waited 10 calendar days since the ticket was open, and now the weekend is upon us. I've exhausted all escalation methods I could think of to get this resolved. Not only do I want the actual step of removing my information completed, I would like financial restitution for the hours I've spent, the effort it has taken to try and escalate this and the mental and emotional stress this has caused. This has literally caused me to spend hours away from other jobs and work. ****** *********** ********* ********

  

  Business Response

  Date: 28/01/2023

  Hi ******,
  
  My name is ******, I'm an Operations Lead here with Shopify.
  
  I regret to hear of such challenging experience you've had on this matter. Due to the public nature of the *** I am unable to discuss account specific details here, however, I can confirm that you should have received  an update on the issue on ticket #********.

  
  
  Kind regards,

  ****** | Operations Lead

  Customer Answer

  Date: 02/02/2023

  
  Complaint: 18941429
  
  I am partially rejecting this response because, although I received some assistance with the ticket response, I did not have my billing adjustment request addressed. 

  To reiterate, I spend 7-8 ACTIVE hours over the span of a week talking to various representatives trying to get help, including wait times, some of which were at the direction of the representative.

  This is in addition to my reaching out to my buyer/agent/broker to provide updates on the delay of the Shopify store (asset), as well as initiating this complaint. During those hours, I was not able to work. Additionally, the emotional and mental stress and frustration impacted me way beyond the hours I was trying to get assistance.

  I have paid thousands of dollars in invoices and processing fees to Shopify, and not only am I disappointed and hurt that I had to go to these lengths for help, it is discouraging to know I cannot rely on the platform that was a foundation for this particular business as well as my others.

  I hope to hear back regarding a suitable billing adjustment (refund).

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

  Customer Answer

  Date: 14/02/2023

  
  Complaint: 18941429
  
  I am rejecting this response because nobody has addressed my request for a billing adjustment (refund). Please see previous response for further detail. The ticket has not provided any additional information regarding this either.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 17/02/2023

  Hi ******,
  
  Thank you for coming back to me. Please note that a response has been provided to you on ticket #********.
  
  Kind regards,
  ****** | Operations Lead

• Initial Complaint

  Date:20/01/2023

  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 purchased an annual Shopify subscription on July 12, 2022 for $173.33 and started up my website to sell handmade goods. I only made 3 sales during this time. I contacted Shopify support on several occasions and asked for a refund, which was refused. On 1/9/23, and agent directed me to close my shop so that he could reach out to billing department for a refund. I did close my shop and then was sent an email the next day refusing my refund. I have tried to access my shop and reopen it, but am directed to a billing page to pay more money. My initial subscription was supposed to last until July, 2023.

  

  Business Response

  Date: 21/01/2023

  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 frustrating 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 *** 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:17/01/2023

  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, In October someone with an IP address located in Montreal Quebec hacked into my Shopify website and changed the banking information and all of the funds I earned from Oct 27 until Dec 24 were redirected into someone else digital **** account. When I told Shopify about this they were unable to reimburse me even after I was able to show them that the fraud happened outside of Saskatchewan where I am located, from an IP address not associated with me. I was asked to prove my ownership of my website and was actually frozen out of my own site while they verified I was who I said I was, but they were not able to locate my funds.. The hacker was able to breach normal security. I did not notice this immediately because I had been sent emails from Shopify telling me that deposits were made, and so I assumed they had (and they had, just not into my bank account). I had been sent 3 additional emails from Shopify asking about unusual digital banking accounts, but because they made no sense to me and went into my spam folder I thought they were spam and ignored them until I investigated in December. I lost 5400.00 of revenue and feel that there should be some sort of insurance for this sort of situation. Shopify has washed their hands of this and so I am hoping we can look into this further. Thank you very much! *****

  

  Business Response

  Date: 24/01/2023

  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: 24/01/2023

  
  Complaint: 18828941
  
  I am rejecting this response because: my website was hacked from an outside perpetrator and Shopify is claiming that it is because I didn't have 2 security features on my website, just one. However, if we look at this from a different perspective, if I had only one lock on my front door, and a thief broke in, I'm quite positive the police would not blame me, the victim, saying I needed to have 2 locks, not just one, on my front door to ensure I was safe.

  I am not sure what the next steps are, but I want to be clear that I am not prepared to let this issue go as I'm concerned other people may have also had their hard earned money stolen.

  Please let me know the next steps.

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

  

  Business Response

  Date: 26/01/2023

  Hi *****,
  
  Here is ******** again. I appreciate your response and I am happy too share with you some of our public documents.
  
  On our [Shopify Terms and Conditions*********************************************************** you can find your responsabilities in the fifth paragraph on the first topic “Account Terms”: 
  
  > 1.5: You are responsible for keeping your password secure. Shopify cannot and will not be liable for any loss or damage from your failure to maintain the security of your Account and password.
  
  For optimal account security, our recommendation is to follow our [Account Security guide here]****************************************************************** and also [these steps to secure your account with two-step authentication]****************************************************************************************** and avoid future issues. The two-step authentication provides extra security in case anyone other than you attempts to log in to your Shopify admin using your account.
  
  
  Kindest regards
  
  ******** | Shopify Support Lead |

  Customer Answer

  Date: 26/01/2023

  
  Complaint: 18828941
  
  I am rejecting this response because: it does not fully justify their system being hacked and my money being stolen.

  I had protected passwords and I was able to look back to see communication with a Shopify rep from November assuring me that everything was safe and secure.  If my credit card is hacked, even if I have a secure password, the banks have insurance to cover this breech. Shopify should have insurance to cover hacks to their systems if they are not secure enough to protect their customers.

  I am pretty sure most Shopify users have no idea both how insecure the sites can be, and how little support we have from Shopify if the sites are hacked.

  I will be looking into submitting a complaint to the RCMP to seek further clarification. 
  
  Sincerely,
  
  ***** *****