Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify

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

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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:21/07/2022

  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.

  Shopify Capital has frozen my account with an active billing dispute. They will not release my payouts due to an alleged bad act on the account. I told them to send me the co tact information to their legal team because I am fully aware of my rights as a federally protected consumer and that I cannot be denied credit. The email they gave me was a general email with an auto response from someone who did not answer any of my questions. I would like to know what authority do they have to withhold my payout funds? The unilateral contract that they continue to refer to via email does not give that authority. They alleged to give me capital from an account that I created as a consumer and then took security interest, now they’re demanding a payment plan or payment in full for the alleged obligation…? Not only is this deceptive, unfair and potentially fraudulent, it’s unethical and soulless. You are destroying humanity with your scare tactics, inequitable contracts and disregard for human rights. The universal declaration of human rights says “Everyone has the right to life, liberty and security of person. No one shall be subjected to torture or to cruel, inhuman or degrading treatment or punishment. No one shall be held in slavery or servitude; slavery and the slave trade shall be prohibited in all their forms.“ Shopify took my credit, froze my payouts account, demanded payment to an alleged obligation, threatened to file a Ucc financing statement, continues to send harassing emails which are all violations and completely unacceptable. This is modern day slavery. I demand remedy immediately. The remedy I am seeking can be discussed privately. Call me directly.

  

  Business Response

  Date: 23/07/2022

  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: 23/07/2022

  
  ********** ********
  
  I am rejecting this response because: The email associated with the account is [email protected], I am the manager of ************** ***. I need to speak with someone directly in Shopify Capital about this concern. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 25/07/2022

  Hi *******, 

  Thanks for your email. 

  As mentioned, I am unable to discuss account specific details here due to the public nature of ***. I have emailed directly to the email address you have provided on this review, please respond to it from *********************** and confirm the myshopify.com URL so I can look into this further. 

  Warm regards,
  

  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:20/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a merchant who use Shopify as my e-commerce platform. I have had my boutique for several years and for the last three years used Shopify for my e-commerce platform. I was notified via email by Shopify legal that I had branded or trademark items on my website that I either needed to remove or provide a reseller some documentation. Because these items were not authentic I had no reseller documentation so I removed them. However not all the items had the actual logo or trademark they looked very similar, however I still remove these items anyway. There has been an email chain for over a month with myself and Shopify‘s legal department, with very little information telling me I have additional items that need to be remove. My problem is that they give me very little details on the items AND once I do remove these items and immediately reply back to the email, because that’s my only form of communication, it takes them 3 to 5 days to respond back to me. When they do respond it’s it’s “you have additional items to remove.” This has gone on for close to a month now. My Shopify payouts are on hold still (3 weeks to date) in addition to during all this back forth they disabled my store, so now my customers cannot shop. They also stated that my Shopify account will close in a few days. I’m very confused because I’m complying with everything that they’re asking of me. I have gotten NO SUPPORT. I have sent emails to them asking to please help me understand which items they are referring to, I’m getting no response to these direct questions. I’m getting a response 3-4 days afterwards with the same message “additional items to be removed” I have put in a lot of time and effort into building my website only to be forced to start all over using a different platform is very unfortunate. BEWARE and Choose wisely. I’m Angry and I’m very frustrated.

  

  Business Response

  Date: 21/07/2022

  Hi *******,

  My name is ****** and I’m an Operations 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:18/07/2022

  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.

  Our company is working with developers and paying x amount of money each month. We had our developers create a custom app for us which we were using for weeks with no issue. We had to make some changes to the app and had to uninstall it and reinstall the app. To this day, we can't reinstall the app. Shopify has been absolutely no help. I've spoken to at least 4-5 representatives with no solution, just them stating they can't help our developers. Shopify keeps emailing the developers a broken link each time they ask for help with the "install" button greyed out. **********************************************************************************************************************************************************************   Don't understand how's all of a sudden such an issue. The developer spoke with shopify and shopify stated that" it was an error on their part that was over looked while implementing 2.0" (which is the updated theme that we have) As this point, we have no only wasted time but money. We ask that shopify to fix this situation ASAP

  

  Business Response

  Date: 23/07/2022

  Hi *****,

  
  I’m Kate, a Support Lead here at Shopify. Thank you for reaching out about the app installation issue you’ve encountered. I’m sorry it hasn’t yet been resolved through our normal Support channels. 

  
  I’m going to reach out to you directly by email to work on the resolution of this. The public nature of the *** means we can’t share any account-specific information here, and I don’t want that to slow our progress.

  
  Looking forward to hearing from you directly.

  
  Warm regards,
  **** **
  Shopify Support Lead

• Initial Complaint

  Date:13/07/2022

  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.

  I initially contacted Shopify a few weeks ago to discuss options to retrieve historical customer data for a prior Shopify account. I was told that would not be an issue, I would simply need to get the account switched over to my new email address/info because the prior email/username is unfortunately no longer functional. When the business was closed, all software involved with it was shut down as well. Once accessing the account, it showed there was a balance due of $1704.48, and we were required to pay that before accessing customer data. Shopify was emailed in December about the business closing but they don't seem to have record of that somehow. The charge includes $852.48 past due, and the remaining to be paid for the next month which we weren't even going to be using. In January 2022 the business owner, *** *****, received an email about a bill, despite the prior communication to cancel in December. In January 2022, *** replied to that email, again explaining the business was completely shut down and to please cancel the account which Shopify has indeed confirmed via chat/email they DID receive that request. I have spent the last three weeks going back and forth with their support team via chat, and email... they have admitted they received ***'s email in January requesting cancellation AGAIN... and they supposedly emailed her back regarding the cancellation, but she never received the email. Again, the email account used for this company was shut down, and I did have *** check her current email account emails for a reply and had not received one. This has been a truly frustrating experience. Shopify had been sent two emails about this cancellation, and is dropping the ball. The cancellation process clearly is difficult, and not user friendly. It is obvious there has been no account usage, they admit they do see communication about the cancellation, yet they are requiring $1704.48 in order to simply get the customer data that Fetch OWNS.

  

  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 and I shall be reviewing what has happened with your store. 
  
  I can see one of our Support team has been working with you and all the Application Developers to resolve the situation with the outstanding invoices and getting these reversed which is fantastic to see. 
  
  Due to the public nature of the *** I am unable to discuss account specific details here. If there is anything else I need to communicate this will be done via email. 

  
  Warm Regards
  
  *** - Shopify Support Lead

  Customer Answer

  Date: 25/07/2022

  
  ********** ********
  
  I am rejecting this response because: No concrete promise was made for me to speak with ***, the Shopify representative that is responding to this issue.  His response states he will contact me via email IF needed.  There has been a lovely gentlemen at Shopify that is helping me tremendously to reduce the cost Shopify claims are due, but his "powers" are limited at Shopify.

  I am seeking to have the whole past due amount waived, since Shopify was contacted in December for cancellation, then again in January... so I feel it is unfair to require ***** ******* to pay this balance when all I am trying to do is simply be provided OUR customer data.

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

  

  Business Response

  Date: 26/07/2022

  Hi ****, 
  
  Thank you for your reply to my original response to this ***. I honestly thought as ****** had commenced resolving the issue in the time since the *** complaint was lodged that everything was tracking along nicely and I didn’t want to intervene. 
  This was not done with the intention of reducing the importance of getting a resolution and I see now I should have communicated this to you via email. 
  
  I have since rectified this and sent you a detailed email explaining the situation from a Shopify perspective and our hope for a successful conclusion to the issue. 
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  Our complaint is similar to others. We could not get in our site so tried the password reset. Never got password so reached out to customer service. They have done nothing to help resolve the issue going on 4 months. Then they send emails saying deactivated shop, two monthly payments didn't go through even though our creditcard is not expired and has plenty of credit available. Then they ask for loads of documents showing who we are and companyh ownership, which we gave them. Nothing. Then we suspect Shopify was ahcked because now we are getting emails addressing a shop called backpacks7, which is not our shop, stating we owe thousands of dollars for fraudelant sales....we don't even sell what they mention. Not one person at shopify seems to know how to resolve anything....as simple as a password reset...that's it....so now we cannot get in our site....we cannot get the situation resolved and so have an ecommerce site on their platform that is uselss....but not as useless as the Shopify ownership and staff.

  

  Business Response

  Date: 14/07/2022

  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:12/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company does not listen at first they tried multiple listings and billed for each when i told them one only everything was fine until they listed another one and the one legit no longer could take orders after more than a week they began the runaround and never corrected it this company has ,no phone contact so neither business or customer can contact them only by email and several days wait while they get around to it previously there were credit problems and once again no customer could order how can anyone run a business when this company closes your account and of course there is no due process

  

  Business Response

  Date: 14/07/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I’m not 100% sure what the actual issue is, however I suspect you may have created two stores. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the address provided on this complaint with some questions to confirm what stores you are having issues with. Please look out for this email shortly. 
  
  
  Warm Regards
  
  *** - Shopify Support Lead

  Customer Answer

  Date: 14/07/2022

  
  ********** ********
  
  I am rejecting this response because :this is not first time mor is there any guarantee of it not happening again. oerhaps a substantial fine for charging for duplicate accounts will if they  were active than they would both be accessable whereas  neither is how can i or a customer go in and change anything when everything is frozen the phone listed is no longer in operation so you have to use email and they do not respond until several days later and then it is nothing but a round and around  delay meanwhile your business is destroyed you should not charge for a service that is not operable.  if it were than the customer could [lace an order so i ask where are the orders ? there are none for they are frozen i am not paying for any account that is frozen     

  

  Business Response

  Date: 16/07/2022

  Hello ******, 
  
  As advised in my previous response I believe you have accidentally created another store and are having issues logging in to one or both of them. For us to investigate we need to know the store names and I reached out via email in the hope you would provide these however you’ve not responded. Perhaps you didn’t get it so I will resend. 
   
  I’ve noticed several Support Advisors have also tried to assist you via email and have outlined instructions for requesting a callback or chatting to us live. Your responses have been brief and negative and not allowed us to help further. 
  
  We are absolutely here to help you ****** however we need your help. With the security processes we have in place to protect your stores we can’t access anything without proper authentication. For this we ask you to provide the store names in the email I sent you. 
  
  Once we have this we can access your store and investigate the issues. Without this information we are not able to proceed. You’ve indicated you are currently paying for a store and getting no orders and I can understand how frustrating this must be however we can’t determine what is happening if you don’t provide us with the store names. 
  
  Please reply to the email I’ve just resent you ****** and let’s work on this together. 

  
  Kind Regards
  
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 18/07/2022

  
  ********** ********
  
  I am rejecting this response because:
  nothing has changed they blame me for multiple sites when they did it as my computer enters the site in its entirety back in last year they did it before and now they do it again how many times will they do it again they know the correct site so just another game still no phone number for either the customer nor myself only email where they take their time in responding and more run around i have customers they put on the notorious level 3 fraud alert in 50 years of dealing with credit cards they contact you and ask did you make this charge  and in less than 24 hours but here it remains and i cannot process the order so when they get their statement i get the complaint where is my order i have to refund it because shopify blocks it i have to ask them to resend it ten if it is fraud or a chargeback once again shopify is quick to charge a fee and to block your site  so no orders can be received twice they have done this also i no longer want to do any business like this but that to has been ignored why can they not call me why the run around why can the customer not call either i put 20000 into this business but am not getting it back because of all the run arounds  and fraud this company is running 

  

  Business Response

  Date: 19/07/2022

  Hello ******, 
  
  Hopefully you’ve seen the detailed email I sent you requesting more information in regards to what the actual issue is. As advised in my email everything about your store looks fine. You had recently accessed it, someone had placed an order and you have a payout coming your way next week. 
  
  You’ve indicated in your *** complaint there could be more than one store however you only gave me one store name. I’m happy to look into any others however to comply with security processes we do need you to provide us with the store name(s) via email. 
  
  Please reply to my email ****** and let me know how we can help. 
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 20/07/2022

  
  ********** ********    it is quite obvious that this company will not be around much longer and i am not interested in doing any business with it 

  

  Business Response

  Date: 20/07/2022

  Hello ******, 
  
  I’m really at a loss as to what you are wanting from us. I’ve sent you a detailed email explaining there is nothing wrong with the store you advised us of and I requested more information from you to enable us to provide the help you need however you don’t reply. 
  In the email were instructions on how to talk to someone in person however I can’t see any interactions with our Support team where you have done this. 
  
  I suspect you may have more than one store and requested all the store names from you however again you don’t reply. To meet our security requirements you need to provide this information to us which then gives us the authority to access your stores. Without it, we cannot do anything. 
  
  We are here to help ****** however you are not allowing us to do so. We need you to help us to help you. 
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  
  

  Customer Answer

  Date: 21/07/2022

  
  ********** ********
  
  I am rejecting this response because: you have shut down my store four times nd did not tell me why and each time you took your time in reactivating it what guarantee do i have that it will not happen again   you double bill claiming that i set up multiple sites when the entry is preset now you want to blame me for the over 90 percent level three fraud buys my customers complain where is the order and they get the same run around as i get now you want me to pay chargeback fees that result  from these.  order 1045 was refunded and now you want to charge again no phone number only email is beyond ridiculous your company will not survive all this im am not interested in doing business with you but  you ignore me and continue with the double billing 

• Initial Complaint

  Date:11/07/2022

  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.

  shopify closed my business and won't let me do business because they froze it.I paid $29 eight times,but they want more money and refuse to open it until they want more money.I would like to eliminate them from my *** ******** store It is not a Shopify store.******* *****

  

  Business Response

  Date: 15/07/2022

  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 weren't able to resolve your issues within our normal Support channels and I'm looking into ways we can improve future conversations. 

  
  Due to the public nature of the *** I'm 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: 21/07/2022

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

   

  Yes, I confirm. You people shut down my store before I could make any sales. I do not know how you think my store is a Shopify store anyway and you have no right to freeze it. I paid you 8 times $29 and you still had it frozen . I feel that you are MEAN,CROOKED, and be shut down because of this. My store is not and never will be a Shopify store. It is an ECOM store not Shopify Store. I own *** ************

   

  
  

  

  Business Response

  Date: 23/07/2022

  Hi *******,

  I have responded to you through our direct email conversation, and wanted to send a summary here.
  
  If you've been charged for a subscription by Shopify, it's likely that you created an ecommerce shop using our platform at some point in the past. A store that's built on Shopify can't operate without being linked to Shopify, and without paying the subscription fee. The subscription fee covers the store's hosting, data storage, the theme, customer, order, and product management, and all the other tools and services we provide.

  If you have an ecommerce store built outside of Shopify's platform, or want to build one, you may want to use the domain artsuccedes.net to direct your customers to that store. I checked the domain's current public settings, and can see that it is not locked to a Shopify store at this time. That means that you can login to the provider that you registered the domain with and change the DNS settings to point to your non-Shopify built ecommerce store.
  
  Please look out for my direct email, too, for the extra information.

  Warm regards,

  **** | Shopify Support Lead

• Initial Complaint

  Date:08/07/2022

  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 sold a website to another individual. The new website owner did not update the SSN/EIN with Shopify. The new owner had $30k processed in transactions. Now the IRS sent me a deficiency letter that I have not paid taxes on that amount. I tried to explain to shopify that I need to have a corrected 1099 but they will not assist me because Im no longer the account owner. Now Im stuck with my SSN that is tied to an account I’m Unable to access to remove my SSN and Shopify is unable to help. Me next step Is to hire a Tax attorney to take legal action against shopify to remove my SSN from being used to report income on a 1099 with another person’s name..

  

  Business Response

  Date: 17/07/2022

  Hello ****,

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

  
  Thank you for sending this complaint through to us. I can’t even begin to understand how unsettling this kind of situation has been for you, especially as you sold the website 3 years ago! I shall be reviewing your store and talking to our Tax team to get a better understanding of your unique situation and then I’ll reply back to you. 

  
  Due to the public nature of the *** I am unable to discuss account specific details. I'll send my response to the email address listed on this complaint.

  
  Warm Regards

  
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 19/07/2022

  
  ********** ********
  
  I am rejecting this response because:
  Im not asking for personal information or any information about the new owner. If the account is on hold or frozen until the new owner updates his SSN, please send me an updated 1099 with transaction that were processed up to the date the site was sold according to the contract that way Im not responsible for over $14,000 in taxes to the IRS that the new owner should be responsible for. The IRS is going  after me and making me pay taxes on transactions process by the new owner. The new owner is getting away with not paying his taxes.
  
  **** *****

  

  Business Response

  Date: 23/07/2022

  Hello again ****, 
  
  I really do sympathize with the situation you are in and I’ve reached out again to my team to see if there is anything further that can be done and the answer remains the same, as the SSN was not changed to the new owner when the business was sold there is nothing further Shopify can do. 
  Shopify is required to submit a 1099-K form to the IRS for the transactions that are processed through Shopify Payments with the SSN information available at the time. 
  
  You’ve asked if we can provide a 1099-K for the period prior to the sale of the business however this is not possible for multiple reasons: 

  * We were not advised of the change of ownership and change to the SSN when the business was sold in 2019. We can’t retrospectively access a store and update to an old SSN. 
  * We’ve reached out to the new owner of the store to seek approval to access the store however they have not replied. Privacy laws prevent us from doing anything further. 
  * As there were no changes of circumstance reported to us during that year ( 2019 ) we are required to report on the full year which is what we did. 
  
  I sincerely wish there was more that could be done **** however there is simply nothing else Shopify can do to assist with your situation. Hopefully you can get this resolved with the IRS quickly. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 27/07/2022

  
  ********** ********
  
  I am rejecting this response because:
  

  I understand that you are required to report 1099 to the IRS but you are also required to report it accurately. If you have documentation of the date the site was sold and see that the transactions processed were never sent or deposited in any of my accounts that I own why would you just allow incorrect information to be reported just because the SSN was not updated by the new owner? You rebuttal is that since I didn't go through you to sell the site Im just stuck with paying for someone else's taxed transactions. All Im asking is for the information to be reported accurately to the IRS. You also and sent the new owner a 1099 with my SSN. Im not asking for any privacy protected information all Im asking is for a 1099 for the time I had the site. The new owner probably used the account to make illegal transaction. I suggest for you to research what transaction were processed by him. that is why he may not be responding. There are a lot of red flags. It makes it feel like Shopify is ignoring the situation and as long as someone pays the IRS regardless if reported incorrectly  as long as you can wash your hands. I have submitted IRS form 2624 to both you and the IRS to third party consent so the IRS can contact you. I have attached  the copy of the sales agreement again. I dont mind paying taxes for transactions that were processed while I had ownership but I refuse to pay taxes for someone else. Im also contacting a tax attorney to assist me. I would like to avoid litigation but if this is the only way to subpoena information and rectify the situation then that would be the route to take. Im asking for someone higher up to look at this particular situation and provide some assistance.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 28/07/2022

  Hello ****, 
  
  Thank you for your response and the opportunity to reply. 
  
  In your rejection you stated of Shopify “you are also required to report it accurately”. Please see below where I demonstrate how we did just this. 

  
  * The transactions in question occurred on the store in the second half of 2019 and at that time your SSN was still connected as you had failed to notify us of a change. 

  
  * We reported the correct details to the IRS in 2020. As above your SSN was still connected as we had not been notified otherwise. We can’t change information without being advised. 

  
  * You did not notify us of an issue until the end of 2021 after the information had been filed nearly two years previous. 

  
  As I’m sure you can appreciate ****, the information reported to the IRS was 100% accurate at the time we were required to report it. 
  
  As previously mentioned after you advised us of an issue we attempted to contact the current owner of the store. When any issues such as incorrect SSN’s are reported and the owner does not respond we would generally freeze any future payouts or even suspend the store. 
  However, due to our strict privacy policies and as advised previously, as you are no longer the account owner of the store in question we cannot disclose information about the store and will not be able to make any changes on your behalf.
  
  We have certainly not ignored this situation at all and our Tax team has spent considerable time looking into how we can help you through this. We are bound by Data Protection and Security protocols and we have exhausted every avenue we are able to offer you. 
  
  I know this does not meet your expectations and you have expressed the possibility of seeking legal advice. I would recommend reaching out to Shopify’s legal department via [email protected] where they’ll be able to assist with any legal requests. 
  
  
  Warm Regards
  
  *** - Shopify Support Lead
  

  
  

  Customer Answer

  Date: 28/07/2022

  
  ********** ********
  
  I am rejecting this response because:

  Im responding to each of your bullet points.

  * The transactions in question occurred on the store in the second half of 2019 and at that time your SSN was still connected as you had failed to notify us of a change:

  I agree it was still connected back then but from the time that I notified you of the error its yet to be fixed. Freezing their site account does nothing here especially if they have no interest in the site anymore. You dont negate the fact the site was sold mid year and you also acknowledge the transactions processed the 2nd half of 2019 are not mine. If you research the transactions processed none of the transactions were deposited into any account that I own. I did not benefit nor profit from any of these transactions. I never saw as single cent of the $30,000+ transactions processed by Robert Hall but now Im required to pay for his taxes. 
  
  * We reported the correct details to the IRS in 2020. As above your SSN was still connected as we had not been notified otherwise. We can’t change information without being advised:

  You reported it correctly at that time because you and I were unaware the SSN had not  been updated.  Now that you know the SSN was not updated why dont you fix it regardless if Im the owner or not since Im not asking for any personal data but for you to correct the data. Again since In not the owner, Im not asking for any private information Im asking to update the 1099 with transitions processed until the site was sold. You sent Robert Hall a 1099 with my SSN. Where is the privacy in that you are trying to protect?

  
  
  * You did not notify us of an issue until the end of 2021 after the information had been filed nearly two years previous:

  I didn't know this was an issue until the IRS send me a letter of deficiency. I did not drag my feet and I contacted you as soon as I was made aware of the issue.

   

  I would also investigate Robert Halls transactions as the large sum of transactions dont add up to the type of revenue the site was making. He probably was laundering money.
  

   

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/07/2022

  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.

  We believe that a member of Shopify's risk analysis team practiced gross negligence in deleting our store without any warning or conceivable explanation. We are a small handcrafted goods studio with a brick and mortar retail location, 7 staff, business registrations in 2 countries, a decent social media following and 8 years of operational history. For the last 3+ years we have operated a Shopify website without any infractions. During that time we had spent considerable amounts of time and money on 2 paid themes, various custom coding jobs, paid app integrations, blog articles, SEO ranking and content curation for the site. Last month a business associate of ours contracted us to build a Shopify website for her own brand. Upon completion of the design we forwarded the dashboard login credentials to her so that she could sign up for a paid plan. Suddenly the client's website became unavailable. After contacting support we received an email from a Shopify risk analyst who wrote "we believe your (our client's) business presents a level of risk that we will be unable to support with Shopify". We responded to this message with clarifications on the situation and links to our own handcrafted brand site as a sign of faith and to demonstrate that we were already customers with their platform for 3+ years and not some random scam site builders. This was a huge mistake. The reply was "Unfortunately our decision in this matter is final. We will be unable to support your businesses on Shopify." We thought the plural reference was a typo - but to our shock we found that now our own brand website was gone too. All the time, money and effort - completely erased. Further emails elicited similar corporate copy-paste style responses. At least 4 other support staff have been notified - but are unable to resolve the issue. Deleting our client's brand new website as a "security risk" is one thing - but what on Earth did our own site have to do with it? Ticket ID: ********

  

  Business Response

  Date: 08/07/2022

  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:07/07/2022

  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.

  Every month Shopify deducts their premium from my bank account. My payment account has been on hold since I opened the account. I did all the steps talked to countless representatives and yet I still have an account on hold with issues. I submitted screenshots where the representative said they would credit my account a couple months for the inconvenience and it still hasn’t happened. I feel ripped off. I’m paying out and not making any money.

  

  Business Response

  Date: 08/07/2022

  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 BBB. 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 BBB 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