Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify

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

• 

  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:01/09/2022

  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.

  We contacted customer support in regards to the following matter and did receive a helpful response. However, it does require additional assistance by a higher up department. We paused this account in May 2020 but recently learned that our business card was still being charged monthly at the $29/mo rate. I’m not sure if there was a technical error at the time that kept this account active. Due to the pandemic, we had to pause our business operations indefinitely. If you check the history of this account, it has not been used since early 2020. We are requesting that someone from your team take a subjective look at this matter and provide a fair resolution. We were refunded for a couple months’ fees but we would like to request more assistance as we are looking to unpause the account soon and continue using Shopify long term. Therefore, even a Shopify credit voucher or a 2 year store subscription would be satisfactory as an alternative to a CC refund. We would really appreciate your assistance in this matter and look forward to hearing from your team.

  

  Business Response

  Date: 02/09/2022

  Hi ****,
  
  My name is ******,, I'm an Operations Lead here with Shopify. I regret to hear of the issues you've been encoutering 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,

  ****** | Operations Lead

• Initial Complaint

  Date:31/08/2022

  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 have been a Shopify store owner since November 2020. I have paid apps in my store. I know how much those apps charge and when I will be billed by looking at the list of paid apps in my store under "Billing". According to Shopify, a store owner will know what it will be billed for apps as follows: "The Billing page of your Shopify admin provides a list of your paid subscriptions that have recurring charges. The list includes your Shopify plan subscription and any other subscriptions such as your app subscriptions. App subscriptions that are currently on a free trial are also listed, but apps that are on a free subscription plan are not." I have an app for which I am on a free subscription plan. In July 2022 I was charged for that app even though it did not appear on my subscription list. I was refunded that money and was assured it would not happen again. I was charged again for that app on August 31, 2022 even though it does not appear on my paid subscription list. The app developer claims it is a Shopify issue. Shopify won't look into this for me although they agree it is not on my paid subscription list. They want me to go back to the developer. I can't afford these charges. I don't have time to help Shopify sort out their billing issues. I have wasted hours trying to sort this out but no one will help. I have no idea if Shopify will continue to charge me for this app that is not in my list and is supposed to be free. I have no idea if Shopify will charge me for other apps I am also not using. I feel I have wasted 2 years of my life on this store as I see the only option is to close it. I can't deal with a company that has my credit card and feels it can charge me for whatever, whenever it chooses, despite what they put in writing in their own help centre and documents.

  

  Business Response

  Date: 31/08/2022

  Hi *******, 

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

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.

  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:27/08/2022

  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 been a Shopify merchant for quite some time. Their practices are insane. As a consumer, I can only go by what is emailed to me. I paid them 492.61 on 8/24 and paid another 86.81 on 8/27 and they then froze my store saying that I owed another 492. The email I received yesterday 8/26 informed me to pay 86.81 by 9/10 however I paid it on 8/27 which cleared any past due balances. They froze my store on 8/27 ( i have pending orders, chargebacks disputes, and payouts) I have zero access to my store so I can't complete orders, or know the status of payouts. I can't even receive my annual reports for my finances since I am self-employed. A manager by the name of *** said they shouldn't have frozen my account, but did because they don't see the July payment, however that payment cleared on 8/25.*** mentioned that he located this on the backend There is no way to speak to the billing department, You can only speak to the departments that you truly need by going through customer service WHICH IS ZERO HELP. It's one thing to stop orders, but to lock a merchant out of their entire admin side is illegal. *** the supervisor told me that they would unfreeze the account in 30 minutes and it never happened. They ran the next 492 one time yesterday and today as final and froze the store automatically. Shopify usually does three tries over time. This company CEO spoke about firing 100 employees due to financial hardship yet every chargeback on our store is lost even with a tracking number showing delivered, and Shopify doesn't offer any appeals. Does the company Shopify receive the money from Chargebacks and just tell us that we lost? This is only the beginning as I will sue Shopify as my lawyer has already been notified. You can not hold my data from me as a merchant. My store should not have been frozen due to everything being paid and no one is willing to reverse this when they know this is an error internally even the sup *** stated this on a recorded line through Shopify

  

  Business Response

  Date: 31/08/2022

  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 guide you through the solution.
  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: 31/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  It is unethical and illegal . Each rep advised that the store was frozen due July payments which was paid . Each email shows something different and then they froze the store . I don’t understand but I want to file legal charges . They are holding my admin which I have pending orders . Customers can submit chargebacks for items not received which could damage my brand . I should at least have access to my admin to contact my customers . Those are my customers . I don’t have their emails or anything . Shopify has stolen everything from my company and it’s not right . Stop sales ok until we figure this out but they are damaging my company and I will sue for millions if they do not correct this !
  Sincerely,
  
  *** *

  

  Business Response

  Date: 01/09/2022

  Hi, ***.

  We've reviewed the rejection to our response. Again, due to the public nature of the ***, we can't discuss any account-specific details in this forum, but we have responded to your ticket with some new information and next steps to address your concerns. Please refer to your email for our reply, so we can continue to work on this with you.

  Best,

  ****** * | Support Lead
  

   

• Initial Complaint

  Date:25/08/2022

  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 recently opened a new account with Shopify. I sent over all my info including my ein. I make Photobooth tshirts and I haven’t set up everything but for my customers to have receipts and to see that this process was legit I entered the info to creat invoices. My account was blocked for $275 and I have to wait 120 days. How am I supposed to finish my orders if I am just starting out?

  

  Business Response

  Date: 04/09/2022

  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:19/08/2022

  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.

  Shopify is becoming a **** and finding ways to charge for not delivering service and creating hidden fees. One of my shopify stores was placed on hold and shopify wanted me to use pinwheel for checkout which I now had to pay monthly fees to use the service rather than shopify. I had created another store on shopify and a fraudulent order was placed by someone who I feel may be a member of the organization or associated with shopify. I sent the item and the charge was reversed causing me to loose money for the items sent and was charged for the chargeback but shopify did not provide any evidence. It is possible that shopify took the money for the item that was derived claiming a chargeback without proof. They then had another order placed by the same person immediately after and I was charged for cancelling the order. They again placed 3 orders by the same person and I reached out to shopify and was told a standard hold was in place and would be resolved within 24 hours, from there my site was closed by shopify without access to transfer the domain which I purchased from shopify. Shopify failed to reply to my attempts to contact them. I lost a lot of money advertising as well as credibility for the brand that I created which has a patent pending position. ******* ** * *****

  

  Business Response

  Date: 20/08/2022

  Hi ****, 

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

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations.

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.

  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:01/08/2022

  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.

  Between June 2nd and August 1st Shopify has held over $30,000 of our incoming sales and refuses to deposit or refund the funds. Shopify customer service continues to play dumb and blame other departments within Shopify for the hijacking of our funds and day after day they brush us off. Not a single person or department has ever responded to us and simply ignores us and pretends they have no idea what has happened to all of the money. We want our money they have stolen.

  

  Business Response

  Date: 01/08/2022

  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 especially given the large amount of money involved. 
  I shall be reviewing your store to determine what has occurred and what can be done to resolve the issue. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall contact you at the email provided on this complaint *  *****************  with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  
  

  Customer Answer

  Date: 02/08/2022

  
  ********** ********
  
  I am rejecting this response because: Hours after our *** complaint and Shopify's initial response, Shopify canceled our account completely. As of today Shopify has made no attempt at reaching out to us beyond their public reply to our *** complaint which was the same reply we have gotten from Shopify for weeks. "So sorry... we will look into it." Always polite and empathetic when the public can see their messages unfortunately very dismissive and arrogant in reality. Over $33,000 they have hijacked without ever contacting us once. Now that I know how Shopify operates and how they make money from holding peoples funds a quick search of "Shopify holding funds" on Google brings up HUNDREDS of cases where Shopify is doing the same thing to others. It seems holding on to peoples money is a revenue stream for Shopify. 
  
  
  Sincerely,
  ***** *******
  

  

  Business Response

  Date: 03/08/2022

  Hi ***, 
  
  I’m a little confused with your response and I'm sorry you feel we are being dismissive and arrogant. This is certainly not my intention.

  I emailed you at the email address provided on this ***; **************** and asked you to confirm your store name however a response never came through. 
  Looking at what I believe is your store, I spoke to the team involved and your payouts were released. I’ve just checked the store and it’s fully active and I can see payouts have been resumed. 

  
  Is there another store perhaps that I’m not aware of? Please reply to the email I sent and let me know so I can endeavor to get to the bottom of this. 
  
  Kind Regards
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 04/08/2022

  
  Thank you for releasing the funds. We never received an email from anyone and my 2nd response to your response came before you released funds and re-activated account. At the time of my message this was not the case. We had no communication besides through ***, the account was suspended after I filed the original complaint, and $35,000 was still being held. Everything is fine now and we are sorry this had to escalate to filing complaints and making this issue public but we had no choice as there was no response or communication from you despite our daily efforts to get this issue resolved. A little communication goes a long way. Thank you again for taking care of this. 

• Initial Complaint

  Date:01/08/2022

  Type:Customer Service 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 was instructed to order a basic account from shopify by another company as part of their online store setup program. I paid for the entire year. Once the store was set up, and I had access to make changes, a message appeared telling me to that I needed to upgrade to connect to an outside domain, which I found out later that day after paying an extra $300 that it was incorrect. I knew something was wrong because after paying $300, the same message reappeared. The next upgrade was almost $1000. I chatted with Shopify support and was told I should be getting a refund but received nothing after 3 weeks. I contacted my bank and when they retrieved the money for the unfair charges, Shopify unlisted my store completely. I've spent $4,000 for a program that uses Shopify and I have paid for Domain, Year basic Shopify plan, Business Gmail subscription, DBA, seller's permit, phone #, P.O. box, and a lot of time on this project. It is very time sensitive, and I need my site up. They have no reason to cancel my store, because it is paid for. They are not responding to my emails and there is no way to reach them by phone. Now the other company is saying they can't help me... I'm upset with them because I paid them $4,000 and now, they are distancing from me. Shopify is causing an expensive problem. They both are damaging my brand and connection to suppliers.

  

  Business Response

  Date: 03/08/2022

  Hi ******, 

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

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.

  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 10/08/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am attempting to put things on the right path to resolve this issue
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:25/07/2022

  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 opened a store with this company intending to sell a service. This service was to provide repair for mobile devices such as iPhone screens, batteries, cameras & general repairs. This store was opened as *******************************************************************************************************************************************************  On 07/22/2022 I received an email stating my store was closed & terminated. I had a few orders to fulfill but now I’m unable to fulfill them because of this termination. There excuse for closing my account was “high risk.” All the customers that purchases my service did not open any sort of chargeback or refund within this time frame. I immediately messaged Shopify asking them to refund my customers since I’m no longer able to continue with my services. Shopify emailed me back on 07/25/2022 stating Hello, Our banking partners determined that there was a high risk of chargebacks for the orders that were placed and have placed a 120 day reserve on the account. If there are no chargebacks in this time the full amount will be released to the bank account on file on 2022-11-19. We will not be making refunds. Regards, **** Risk Analyst | Shopify My complaint is I would like shopify to refund the full amount to everyone that has purchased my services. I do not want this money in my bank account because I did not fulfill orders. During this 120 day wait. Buyers can open charge backs because of course they did not receive any services.

  

  Business Response

  Date: 27/07/2022

  Hi ******,
  
  My name is ****, I am a Support Lead here at Shopify, I hope you are well.
  
  Thank you for reaching out to us today with your concerns, I have taken a look into your currently open support case and would like to help in any way possible.
  
  Due to the public nature of *** and the sensitive account information your concerns pertain to, I have sent you a private email through our support system.
  
  I look forward to speaking with you. 
  **** | Shopify Support Lead
  
  

• Initial Complaint

  Date:23/07/2022

  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.

  On July 18, 2022 an app merchant by the name of Marsello that provides marketing apps for merchants of Shopify to use on their online stores attempted to put through a $931 forward use charge on our account (usual monthly charge was approx $49). Our account at shopify is: old-whippersnappers-natural-handmade-manly-soaps.myshopify.com. This caused our credit card company to decline the charge. After contacting the app provider and requesting that they remove the charge as we were removing their app and would no longer use it, deeming the forward charge not valid, the app provider informed Shopify to remove the charge. To date Shopify billing department has not removed the invalid charge. Numerous emails have been sent by us to Shopify's billing deparment to no avail. Emails have been sent by Marsello to their billing department apparently to no avail. Chat messages by us to Shopify have not resulted in any action to remove the invalid billing. Telephone calls by us to Shopify's support department have not resulted in any action to remove the invalid billing. This matter must be resolved immediately by Shopify by them removing the $931 charge.

  

  Business Response

  Date: 23/07/2022

  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 this situation must have been for you, nobody likes to receive an invoice for such a large amount of money out of the blue like that!
  
  Due to the public nature of the BBB I am unable to discuss account specific details however I can advise I’ve looked into the situation and can confirm the correct team is dealing with the issue. They are experiencing higher than normal queues right now which is why they have not responded to you as quickly as they would have wanted. Don’t be too concerned though as this will not impact your store in any way. I would ask if you could please refrain from sending any more emails through asking for news as the system sees this as a date update and will put the ticket down the queue. Not ideal I know however we deal with it as we can. 
  
  I will personally monitor the situation and make sure everything is resolved as quickly as possible. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 24/07/2022

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

• Initial Complaint

  Date:22/07/2022

  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 made a purchase on a Shopify Store on June 20, 2022. Soon after, the Shopify Store was closed and inaccessible. I have not received my order and the Merchant has not responded to my email of July 7, 2022 requesting status of my order or a refund. I have been unable to make contact with anyone at the Merchant or anyone at Shopify. I attempted to submit a Complaint to Shopify, but they indicate they do not assist with Order issues. So, if the Merchant fails to respond to me, and Shopify can’t help, what am I to do? Shopify has placed detrimental reliance on customers to have no recourse if and when Merchants do not honor orders placed through their Hosting System. I am simply trying to get my order refunded, as it seems this Merchant is no longer in business. Shopify does not have a working phone number, Live Chat, and they do not assist if you submit a Complaint. Shopify needs to have better communication options for Customers who have placed orders through their Hosting System should there be any issues.

  

  Business Response

  Date: 23/07/2022

  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 however as you are not a merchant of Shopify we are very limited on how much we can investigate due to Privacy laws. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall contact you at the email address provided on this complaint and try to provide additional help. 
  
  Warm Regards
  
  *** - Shopify Support Lead