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:16/09/2024

  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 took away their phone customer service, and now everybody is lost. Their help chat is a complete waste of time everytime I've tried to use it. The chat advisors are clueless, and take 5-10 minutes between each message, meaning it can take easily over an hour to solve simple issues that could be resolved over the phone.I used to love Shopify because their advisors were so helpful over the phone, and were available all the time. Shopify was supposed to make being a business owner EASIER, but now Shopify's quality has gone downhill horribly, despite the price of my plan going up, and they make my life as a business owner HARDER now.

  

  Business Response

  Date: 19/09/2024

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your merchant support experience. Merchant experience has always been and continues to be our top priority, and we constantly evaluate our service offerings to ensure they meet your needs. Currently, we are prioritizing asynchronous communication and chat as our most efficient and effective support channels. These methods allow us to provide quick access to resources and other support teams, offering better visibility into your journey with us and facilitating seamless connections to additional resources as needed. I am confident that utilizing these channels will help us resolve your issues promptly. 
  
  Regarding your request for a $380.91 store credit, I understand how important this is to you. However, as per Shopify's terms of service, we do not provide refunds.
  
  Thank you,
  *****

• Initial Complaint

  Date:15/09/2024

  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.

  COMPLAINT VERSION #1 Shopify Support Lost connection to the agent. Attempting to reconnect you.Cannot get account support because cannot login, and need support to login.*** *.Hi, this is ***, your Shopify Support Advisor!Chat started with *** *.Thank you Recovery codes, none of them, are not working.*** *.Hi V! Nice to meet you virtually! I understand that you need help with logging in to your account. Rest assured that I am here to help.Hello yes *** *.May I know when was the last time that you could access your store?about a week ago or less, and since then none of the recovery codes that I downloaded at that time worked.And that is a week against the trial *** *.Thank you for that information. May I know how you are receiving the authentication code, is that through SMS or authenticator app?Neither, the codes I got from my account portal.They are downloaded.*** *.Can you please show me a screenshot of the page when you try to login?******** will see that the last recovery code in the list, that I downloaded I think it was last Sunday, is the one I just tried, and I'd never used it before.*** *.Thank you so much for the screenshots. And when you click the send code to phone may I know if you are receiving it?Earlier today I received it once, but it was taking a very long time and the login timed out so I switched to the download codes, which I prefer.Hello?Mae G.I understand that, V. In this case, the workaround we have in order for you to login is to disable the two step authentication. For that, we will need to escalate this to our accounts team to process this for you.can you send me new codes?*** *.The recovery codes can only be generated when you enable the two steps authentication, V. We do not have a way to generate it for me.okay, how long does it take to hear back?can you add another phone number?When does an accounts team reply?

  

  Business Response

  Date: 20/09/2024

  Hello H V,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for bringing your concerns to our attention regarding your difficulties in accessing your store. Upon further review, it appears that our Account Security team has requested documentation from you via email ticket #********, and we have yet to receive a response. Kindly respond to this ticket at your earliest convenience, and I will ensure it is escalated promptly.
  
  Additionally, our Merchant Verification team has emailed you via ticket ID ************************************ to request further information necessary to ensure your Shopify Payments account is active for when you regain access. Your timely response to both requests will facilitate a swift resolution to the issues at hand.
  
  Thank you,
  *****

• Initial Complaint

  Date:13/09/2024

  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.

  Since the chatbot on shopify's website makes it impossible to get to a real person, I am trying this route instead to get help. I was trying to make a purchase on ***************, which appears to use shopify, and when I entered my email, shopify tried to text a code to a phone number that is not mine. I just want to remove this phone number from its affiliation with my email address and check for identify theft - I was given no options for seeking any kind of direct support while trying to make the purchase, and then of course trying to seek out support on my own was also not offered as an option. Terrible service but par for the course these days.

  

  Business Response

  Date: 16/09/2024

  Hello *******,
  
  My name is *****, Im an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  From the context you have provided, it sounds like you were logged in to Shop Pay (or your browser had your Shop Pay information saved) when attempting to checkout on store that may be hosted by Shopify. However, when Shop Pay attemped to send you a text to verify your information, the phone number that it was sent to, was not your own.
  
  In cases like this, generally it just means that you need to update your phone number for your Shop Pay information. You can update/change your phone number for Shop Pay by following the instructions in this help document here.
  
  Please do not hesitate to let me know if you have any trouble in updating your phone number, or if I haven't quite understood the issue you are seeing. If either of those things is the case, please reply to the BBB complaint with as much detail of your issue as possible (screenshots are always super helpful), and I'll be happy to provide further steps as needed.
  
  Kind Regards,
  ***** R | Operations Lead

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22283692
  
  Unsurprisingly, response does not address the complaint and offers a useless template suggestion instead. I do not have an account nor am I able to log into whatever account was created for me, due to not being able to receive a texted code, due to someone else's phone number being attached to my email address. I guess at this point I'll just request that whatever account has my email address on it be deleted, but am pretty confident no one will actually do that.

  

  Business Response

  Date: 19/09/2024

  Hello *******,
  
  Thanks for following up.
  
  Without any screenshots or more specific details of the issue, it's difficult to know exactly what is occurring for you at checkout, so my previous response was based on the best understanding I have of your issue.
  
  Are you able to confirm that we are in fact talking about Shop Pay/a Shop Pay account? Again, if you have any screenshots of what you are seeing, sharing those can be super helpful for me to find the correct resolution for you.
  
  If it is Shop Pay, and you have never created an account, then it's possible that someone else could have signed up using your email address, or that on a prior checkout that used Shop Pay, your browser saved the inputted information. When attempting to checkout, or when attempting to change/remove a phone number from your Shop Pay account, if your email is verified with Shop Pay, you should be able to have a code sent via email, like in this screenshot here.
  
  If you are not seeing that option, or if you're certain that you never had an account/saved details at any time, the best next step would be to opt of out Shop Pay, which can be done at this link here. This will remove any information from Shop Pay, including your email, and information that is associated with it.
  
  I also reached out out to our Shop Pay team, and they mentioned that if you have any difficulty in completing the opt out of Shop Pay form, to please reach out to them directly via this link. They are the correct team to assist in a situation like this, and that contact form is not the same as contacting our general support via the Shopify help center, which it sounds like you were unable to get through help center assistant bot.
  
  Should you need to reach out to the Shop Pay team, in your request you can mention that there is a phone number tied to your Shop Pay account that is not yours, and that you are unable to complete the opt of of Shop Pay.
  
  Of course, you can also reply directly here if you need any further clarification on the next steps provided, or if you want to provide any more details about your issue.
  
  Kind Regards,
  ***** R | Operations Lead

• Initial Complaint

  Date:13/09/2024

  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 charged on an account I deactivated almost 2 years ago and still have not received a refund. I have engaged with the support chat at least 10 times but it continues to time out or show errors. I have lost over $1200 not including the amount that they have charged my account due to spending several hours trying to get this issue resolved. I have been told the issues will be escalated yet no one has reached out. Prior to it being escalated I was sent an email requesting for additional email from the support person I was working with. But the email was a NO REPLY email. I have worked with several platforms like ***, ******, etc. is by far the worst customer service I have ever experienced.

  

  Business Response

  Date: 16/09/2024

  Hello ******,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  I have reviewed your recent tickets with our Support, and I can see that in ticket ******** with our Support, you mentioned that you created a store for which you no longer have the email, meaning you are unable to login to that store and close it. We can certainly help get your payment method removed from that store. I have followed up to your recent tickets (# ******** and ********), in a new ticket, # ********. I will be escalating this new ticket to our Billing team, who can remove your payment method using the information you have provided us in ticket ********.
  
  Just to set some expectations, merchants are responsible for managing their subscriptions, and if you are being charged for a store, it means that store was never deactivated, which only the Account Owner of a store can do. While I am happy to advocate with our Billing team for a refund of some of the charges, generaly speaking Shopify does not provide refunds for legitimate subscription charges, as per our Terms of Service. I am seeing that you first contacted our Support about this issue roughly around August 22, 2024. If you had contacted our Support prior to this to have your payment method removed from the store, please provide any applicable conversations or ticket numbers for me to review, as that could help in advocating for more of the subscription charges to be refunded. For example, if you contacted us at any point in 2022 or 2023 to have your payment method removed from the store, but for some reason action was not taken, then we may be able to consider refunding charges from a longer time ago.
  
  Kind Regards,
  ***** R | Operations Lead

• Initial Complaint

  Date:12/09/2024

  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 received notice via my email that a store was set up fraudulently using my email address. I contacted Shopify support and informed them that this was the case. They told me they'd look into in and ended the support session. Several hours later I received another email confirming the account has been created and other changes have been made (domain change, etc) I got on with support AGAIN and informed them about this and again they said they would look into it and ended the session.Even after all of this the account remained active and bank accounts and payment accounts were added to the account. I know this because I received emails stating *******'s been 2 days and the account still remains active and they are still allowing the fraud to happen while "they investigate"I understand the need to investigate but why not suspend the account while this is happening? After a 3rd contact with the support staff I was told that their tickets are answered in a "FIFO" basis and fraud tickets are not placed in any higher priority than people that are having issues with passwords or other menial support issues.And because the fraudster set up MfA on the account, I can not log into the account to just delete the store and support refuses to remove the *** for "security reasons"

  

  Business Response

  Date: 18/09/2024

  Hi ******, 

  My name is **** - I am an Operations Lead here at Shopify. 

  Thank you for letting us know that a store was created using your email address without your consent. I was able to review any accounts under this email address and I can assure you that they are no longer active. 

  I see that our account security team has reached out with next steps on ticket 50700145. If you have any other questions or concerns please respond to that ticket directly. 

  Thanks, 

  Jack | Shopify Operations 

  Customer Answer

  Date: 24/09/2024

   
  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:12/09/2024

  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 was using a free trial, and suddenly was not able to access my account anymore. Their emails weren't delivering to my email forward effectively locking me out. After reaching out I received little to no direction and have been treated like a number and free source of cash flow. I initially signed up for the free trial to see if it would work for our shopping show solution, but it didn't and when I went to cancel I couldn't log back in because my account was marked "inactive". So, why would they be charging an inactive account (That I was also locked out of) $39/month when they knew perfectly well it wasn't being utilized. The worst part is no offer of compromise upon reaching out for support. I've been promised a resolution multiple times, but in the end I am always told, " oh no you exceeded the 7 day free trial and we can't refund you". They've provided me no actual service or value which can be seen by looking at my un-utilized shopify store., yet they have stolen $156 from me during this inactivity without any attempt to compromise.I'm totally willing to explain over a call as well. Thank you!

  

  Business Response

  Date: 18/09/2024

  Hi ****, 

  My name is **** - I am an Operations Lead here at Shopify. 

  Thank you for letting us know about this issue. Due to the public nature of the BBB we are unable to discuss account details within this portal. That being said, I have reached out to the email address provided with more information. If you have any questions or concerns please respond to ticket 50849887 and I will get back to you. 

  Thanks, 

  Jack | Shopify Operations Lead 

• Initial Complaint

  Date:12/09/2024

  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 am filing this complaint against Shopify, **** for unjustified withholding of funds and lack of transparency and support, which have negatively impacted my business, Eichholtz ************1. Withholding 10% of Funds Without Justification or Interest Shopify imposed a 10% reserve on all sales processed through Shopify Payments for 120 days, citing chargeback risk. My business uses manual payment capture to mitigate fraud, and all transactions are from a trusted partner. Ive asked Shopify whether they will pay interest on the withheld funds, as there have been no chargebacks, but they have not responded, leaving 10% of our cash flow frozen without compensation.2. Lack of Phone Support and Direct Answers Despite multiple requests, Shopify has refused to allow me to speak to a live representative. Ive only received email responses from unnamed individuals, and their online support only provides access to a chatbot. My questions about interest on the funds, the reserve duration, and whether we have an account manager remain unanswered.3. Unclear Risk Assessment Process Shopify vaguely mentioned an internal review but provided no specifics on what triggered the reserve or how we can resolve it. Without clear communication, it is impossible to understand how to remove the reserve or prevent future issues.Resolution Requested:1.Immediate removal of the 10% reserve or interest on withheld ************** phone access to a named Shopify representative to discuss this issue.3.A clear explanation of Shopifys risk assessment and how to work with an account ***************** transparency and access to live customer support.This situation is causing undue hardship on our business by withholding essential funds without adequate justification. Shopifys lack of communication and support is unacceptable, and I seek swift resolution.

  

  Business Response

  Date: 18/09/2024

  Hi *******, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for looping us in on your issue. While I understand that payout reserves are frustrating, please review the Shopify Payments Terms of Service (*************************************************************) which were agreed upon at the time of account creation. Specifically Section A.4 which states: 
  
  Reserves: Funds held in reserves are amounts of money set aside to cover chargebacks, refunds, or other payment obligations under this Agreement (the "Reserve Account"). We, in our discretion, will set the terms of any Reserve Account and notify you of such terms, which may require that a certain amount (including the full amount) of the funds received for a Transaction are held for a period of time, or that additional amounts are held in the Reserve Account. We, in our discretion, may elect to change the terms of a Reserve Account at any time, for any reason, based on your payment processing history or as requested by our payment processors.
  
  You agree that: (i) you are not entitled to any interest or other compensation associated with the funds held in the Reserve Account; (ii) you have no right to direct that account; (iii) you have no legal interest in those funds or that account; and, (iv) you may not assign any interest in those funds or that account.
  
  I can see that our team has reached out on ticket ID ************************************ with more information in regards to your questions. Please respond there directly if you have any other questions or concerns. 
  
  Thanks, 
  Jack | Operations Lead 

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have business at Shopify app. This is the link [email protected] I received an ordered to my shopify store . 1. ) Order no. 1005 worth $1,080.00 . The buyer made a purchased through Shop app dated April 17, 2024 and Shopify payment processed this buyer payment and it was approved and completed . So I do I shipped the ordered with full amount of transit insurance and with buyer signature . And I messaged this buyer that his ordered is on the way and his signature is required. So I follow the **** tracking . So the package arrived to destination. I see the packaged is personally picked up and signed it by the buyer. So everything is fine . April ******* Shopify released the funds . Shopify paid me out $1,037.58 my total earning through Shopify balance . So Im happy it went everything fine. Meanwhile I have two more ordered I shipped to the buyer . Order no. 1006 $1,080 and order no. 1008 $1,080 . So both of this ordered are on the way to the buyer. And April ******* ordered no. 1006 Delivered and Ordered no. 1008 May 3 ***** delivered. So Im waiting my earning payout Meanwhile: April 30, 2024 I received an emailed from Shopify that my order no. 1005 that I have charged back initiated by ********** . I dont accept the charged back . So I submitted my evidence through my Shopify store . And because of this charged back my earning payout from order no 1006 and order no. 1008 are in holds . I followed up many times to Shopify earning payout. They made a payout scheduled may 9 , May 17 and May ******* I waited and nothing went through . May 31***** they made payout of $611.26 through my Bancorp account . And from this may 31***** payout Transaction . They made my accounting totally wrong . Because All the cancelled orders ( order no. 1007 1009 1010 1011 1012 1013 and 1014 including the order no. 1006 and 1008 they total all this and minus the cancelled orders . They deducted all the processing fee for the cancelled orders To be continued

  

  Business Response

  Date: 12/09/2024

  Hello ********,
  
  Thank you for reaching out. This is ****, the Shopify Support Lead who has been assisting you over the past several months with your queries related to your orders that received chargebacks.
  
  I understand that you would like support regarding the status of payouts from these orders. However, as previously communicated, we consider this matter resolved. I recognise that this may not be the resolution you were looking for, however, there are no outstanding payouts owed to your account as stated in ticket ********. This has also been verified by several other teams in ticket 49051577.
  
  Since the cardholder won the various chargebacks, the disputed amount and the associated fees will not be returned to you. Please note that Shopify is not liable for chargebacks that occur when using the Shopify platform, nor are we involved in the decision-making process regarding chargeback outcomes. For more information, please refer to our help center: Chargeback Process.
  
  Thank you for your understanding.
  
  Best regards,
  **** | Shopify, Support Lead

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22274878
  
  I am rejecting this response because my payout are not resolve yet.  Check this  May ******* payout transaction computation : Order no. 1005 was deducted to earning worth $1,095 but order no. 1005 was in favor to me . So Shopify must refunded to me  and also deducted all the processing fees  worth $453.74 from the cancelled or unfulfilled orders This must be refunded to me . 

  
  
  Sincerely,
  
  ******** ****** Jr.

  

  Business Response

  Date: 16/09/2024

  Hello ********,
  
  This is ****, the Shopify Support Lead responding to your concerns since May. As previously mentioned, our team has concluded an in-depth review and considers this matter resolved. There are no outstanding payouts owed to you. 
  
  I have reviewed all of the orders, including order 1005 in depth with our escalated Shopify Payments team. While I cant release confidential account information, I will share what I can to make the situation clear.
  
  The timeline for order 1005, visible to you in your admin, shows:
  April 17 - Order created with a flag that it was at a high risk of fraud. The flag is an opportunity for a merchant to cancel and refund the order to avoid any potential future issues. The order was not canceled & the order was fulfilled.
  April 22 - Order paid out to you.
  May 31 - $1,095.00 deduction against your Shopify Payments account for the full transaction amount + chargeback fee, as the card holder disputed the payment.
  June 18 Chargeback was partially resolved in your favor. Youll see in the screenshot you shared with the BBB that its actually marked as lost, which is because the majority of the funds were retained by the bank; the credit they returned, just over 1% of the transaction total, was returned to your  Shopify Payments account. 
  
  You can also cross-reference the order details with their payout information in your admin by either:
  
  1) Selecting the order from your admin, scroll to the bottom of the order to review the full history of the payment timeline which includes the dates of the payment, payout etc.
  
  2) From your Admin > Finances > Payouts, select the payout date and review the associated orders using the Reference.
  
  Fee refunds:
  The Shopify Payments terms of service are clear that if an order is canceled or subject to a chargeback, any fees associated with the transaction are not refunded, as is shown at the following link: *********************************************************************************************************************
  
  The chargeback fees are only returned if the dispute is resolved fully in the sellers favor. You can read more about that at the following link: ********************************************************************************************************
  
  In summary, all credit payments for your stores orders have been accounted for, leaving no further funds owed to you. This has also been confirmed in ticket ******** and by several other internal teams.
  
  In fact, due to the chargeback placed on order 1008, there is a negative balance of -$1,095.00 on your account, as shown in the payout admin. Consequently, your Shopify Payments payouts will remain on hold until the account is out of the negatives. This means that if you receive further orders in your store, you will not receive any payouts until the negative balance is paid. 
  
  As previously suggested in our ticket ********, if you would like to address the outstanding amount with a payment plan, I can pass along your request to the Recovery team for assistance.
  
  
  Regards,
  **** | Support Lead
  
  

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22274878
  
  I am rejecting this response because: 

  Shopify must be accountable to all my problem  at my store Powered by Shopify. 
  Shopify are liar. About all this charged back order no. 1005 and ******************************************************** that they are not made this charged back . And Shopify as my merchant who is responsible. And I will assured about this charged back are not my fault . I think I need to collect my money at small claimed court . Please let me know 

  
  
  Sincerely,
  
  ******** ****** Jr.

  

  Business Response

  Date: 23/09/2024

  Hello ********,
  
  This is ****, the Shopify Support Lead responding to your concerns since May. As previously mentioned, our team has concluded an in-depth review and considers this matter resolved.
  
  As per our Shopify Acceptable Use Policy: Shopify is built for entrepreneurs, from your first sale to IPO and beyond. Our purpose is to empower you, the merchant, to run your business as you see fit and to equip you with the tools and ability to make your own choices - which can be reviewed here to understand the responsibilities as a merchant: ********************************************.
  
  There are no outstanding payouts owed to you. I have reviewed the orders mentioned within this complaint, including order 1005 & 1008 in depth with our escalated Shopify Payments team. While I cant release confidential account information on a public forum, I will share what I can about order 1008 to make the workflow clear as our last response included information for order 1005. The following information has also been sent in our last email response regarding order timelines.
  
  The timeline for order 1008, visible to you in your admin, shows:
  April 24 - Order created with a flag that it was at a high risk of fraud. The flag is an opportunity for a merchant to cancel and refund the order to avoid any potential future issues. The order was not canceled & the order was fulfilled.
  May 31 - Order paid out to you.
  June 24 - $1,095.00 deduction against your Shopify Payments account for the full transaction amount + chargeback fee, as the card holder disputed the payment.
  This deduction failed because the bank account for your payouts was closed, preventing the withdrawal. This leaves a negative balance for the same amount owed to Shopify.
  
  You can also cross-reference the order details with their payout information in your admin by either:
  1) Selecting the order from your admin, scroll to the bottom of the order to review the full history of the payment timeline which includes the dates of the payment, payout etc.
  2) From your Admin > Finances > Payouts, select the payout date and review the associated orders using the Reference.
  
  Fee refunds:
  The Shopify Payments terms of service are clear that if an order is canceled or subject to a chargeback, any fees associated with the transaction are not refunded, as is shown at the following link: *********************************************************************************************************************
  
  The chargeback fees are only returned if the dispute is resolved fully in the sellers favor, which this order was resolved in the cardholders favor. You can read more about that at the following link: ********************************************************************************************************
  
  In summary, all credit payments for your stores orders have been accounted for, leaving no further funds owed to you. This has also been confirmed in ticket ******** and by several other internal teams. Our internal team has previously made offers to assist you and your business in ticket ********, which would address the outstanding amount on your account with a payment plan, but our assistance was denied.
  
  Shopify's commerce platform isn't a marketplace. Any contract of sale on your site is between you (the merchant) and your customer. This means that you're solely responsible for the creation and operation of your Shopify store, as well as all aspects of the transactions between you and your customers. These aspects include handling purchases, refunds, returns, fraudulent transactions, regulatory compliance, and adherence to local laws in your respective jurisdiction - as shown in our help center here: *********************************************************************************************************************************************************************
  
  
  Regards,
  **** | Support Lead
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5th 2024, I had received a payment of $750 USD for my Canon R10 camera. Everything went well, no problems at all. Their payment provider SHOPIFY PAYMENTS was in charge of delivering my payout to my bank account. On March *********, 5 days after payment, my funds that were supposed to be sent to my bank account approximately $720.45 after their fees should've been sent to my account. I received a red message on my dashboard stating, "Your payouts from Shopify Payments are on hold while we review your account." I received an email requesting more information of myself, which I sent an updated picture of my Drivers License, and a statement of my bank account verifying my address. 3 days after this, March 13th, 2024 I received an account termination stating my account is suspended and I may appeal it which I did. I sent the appeal the same day, and I received my appeal decision on April 8th 2024. This is almost one entire month for my appeal decision to be taken in and they declined my appeal and they stated, "Please note that for security reasons we are unable to divulge the results of our reviews and investigations." I am not sure how this is supposed to be fair because I am not even sure what violation I committed. From my knowledge I have been in good standing. Keep in mind, I still do not have my money. To make this even better, I have received a chargeback for the entire order on March 25th, 2024. I have been working promptly with the legal and support team still to this day. I have been trying to work with the legal team, and I have sent 16 messages back and forth with them. I asked to kindly receive a temporary access on my account so I am able to respond to my active dispute, and I do not have any possibility of responding due to my account being suspended. The customer had chargebacked the order stating they never received the product even though **** states otherwise.I was never given the opportunity to fight the chargeback due to my account closure

  

  Business Response

  Date: 12/09/2024

  Hello Hootsa, 
  
  My name is **** and I'm an Operations lead from Shopify. I know how vital it is to be able to access your store and respond to chargebacks, and I'm happy to help. 
  
  Our Trust team has re-opened your store, and reached out to you with more information on ticket 23589974-da8c-406b-85a4-a9916f161af2. For privacy reasons, I can't provide details via the BBB, however that ticket will contain the most recent information, and you can reply to that email if you have any further questions. I can confirm that you are now able to log in to your store. 
  
  Sincerely,
  
  ****
  Operations Lead | Shopify
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22274644
  
  I am rejecting this response because:
  

  Hi ****,
  Thank you so much for reading my complaint. I appreciate you helping out to do the right thing, and I really appreciate that. Although, your legal team really does seem to be the complete opposite. Your legal team had been ghosting my messages when I really did need access to my store to respond to the dispute, although it is already too late and Im down the $720 that I am owed. I will post the link of the **** tracking.

  9436330109355000162596 - USPS

  currently, it says that the label is not in the system, because this happened months ago, although they require $9 to receive the archive statement which I am happily to provide if I know Ill be receiving my money. Please let me know what actions can happen next. I had a clear win with this chargeback, and your legal team never gave me the opportunity to respond to the dispute.

  I would really appreciate if I can get my money back.

  Please let me know.

  
  Sincerely,
  
  Hootsa Gladkikh

  

  Business Response

  Date: 16/09/2024

  Hello Hootsa, 
   
  I encourage to direct questions to our support team, who you have confirmed have reached out to you on ticket 23589974-da8c-406b-85a4-a9916f161af2, as they are best positioned to help you. 
  
  Dealing with chargebacks is certainly not a situation that anybody wants to be in. Our role in the chargeback process entirely transactional, in that we relay information between parties involved. Shopify has no involvement in the decision making process, this is done solely by the cardholder's bank.
   
  You can read up on chargebacks here to gain a better understanding: 
  
  ********************************************************************;
  
  Shopify does not insure against chargebacks, and cannot reimburse you for ay chargebacks that you receive. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22274644
  
  I am rejecting this response because:
  

  Hi ****,

  Hope you are doing well, and I thank you for the continued responses on this matter.

  I've wanted to confirm that I've replied directly to the email that I was sent from your "Risk-Operations" team, via email, on September 16th, with no response back from you guys.

  I understand by what you mean with how Shopify is not liable for chargebacks, which is understandable under normal circumstances. Although, this scenario is completely different. 

  My access to my store panel was disabled for me to access, which included my ability to respond to the chargeback that I received for ~$750. I'll attach some of the emails which includes me and your team, and how unprofessional in my opinion, your team acted. 

  After repeated attempts, your team responded to an email, which "risk-operations does not exist" which I tried replying to your team, which before I was being contacted from ******************************** , to then ******************************************************************** . which is super confusing for me to understand.

  You can also check the support tickets which I spent a lot of time, trying to figure out what to do, with the normal support agents. 

  By all means, yes the idea that Shopify is not liable for chargebacks is true, how come you guys are able to just disable my account access to my store, which leads to me not being able to respond to my dispute. When I tried to click the link in the email I received from the chargeback, I was greeted with a screen showing that my store does not exist, or is temporarily disabled. 

  I was removed access to respond, which ultimately lead to me not being able to respond to my dispute, which then leads to me loosing out on my money.

  I wanted to add on, I was selling a Canon R10 camera, and you guys denied access to my payout, while it was Mid-Shipment, meaning I had no chance to get my package back.

  I'm still waiting on my response from your team, and I am seeking my money back which I was rightfully owed.

  Thank you

  
  Sincerely,
  
  Hootsa Gladkikh

  

  Business Response

  Date: 23/09/2024

  Hello Hootsa,
  
  I can see that our team is working with you on ticket 23589974-da8c-406b-85a4-a9916f161af2 and has reactivated your account for you. Please note that Shopify does not provide refunds for chargebacks, as we have no say over the decision around chargebacks, and the funds are not removed by Shopify, they are removed by the buyer's bank, and returned to the buyer. In regards to your question about your store, the shutting down of your store was done after a thorough investigation. 
  
  For information about Shopify's refund policy, Chargeback policies, and ability to close stores, review the Shopify Terms of Service and Shopify Payments terms of service: 
  
  ***************************************************;
  ******************************************************************;
  
  For further questions, please continue working with our support team. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  
  

• Initial Complaint

  Date:11/09/2024

  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.

  Shopify has allowed a fraudster to set up a fictitious store on their site that is accepting orders and credit card payments that are not being filled. Shopify has no way for consumers to report this activity and get it stopped. This store has my personal cell phone and home address listed as their contact information. I have tried to report this activity to Shopify, but they do not have any contact information available. I went so far as creating a log-in with Shopify in order to report this activity, but according to their chat will not connect me to an agent unless I create a store. I am getting calls daily from consumers who have been defrauded by this store. I have filed police reports with my local Sheriff, ******* (***), and filed reports with the ***, and the Ohio Attorney General. However, this store is still active and apparently it is incumbent on me to get it shut down. I have screen shots of the stores site and tiktok ads they are running to scam consumers,

  

  Business Response

  Date: 19/09/2024

  Hello ********,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  Thank you very much for contacting us and for sharing your recent experience. From what I understand, you have made an online purchase, but have not yet received your order, and would like to know how we can help you. I'd be happy to offer advice or guidance on this situation and what you can do next.
  
  To give you some context about us, Shopify is a platform that allows merchants to build online stores. We only provide the tools for merchants to manage their stores, all operations are managed by each store independently. For security and privacy reasons, we cannot confirm whether a store is being operated from our platform, however, we appreciate you providing us with this type of information as it is an issue we take very seriously at Shopify, and we actively work to ensure that stores are operating legitimately.
  
  Have you tried to contact the store directly? When you placed your order, you should have received a confirmation email from the store. If you reply to that email, your message will go directly to the store's inbox. Sometimes it's easier to contact the store through their social media.
  
  Additionally, I recommend that you contact your bank or payment institution to let them know about your lost order. They have security measures and procedures in place to protect consumers from fraudulent activity, and will be able to provide you with a complete financial solution.
  
  I understand your situation, and I would like to assure you that we take these reports very seriously and thoroughly examine all complaints made against a store, and for this reason, the merchant will be investigated rigorously to ensure that they are operating in a legitimate manner. Can you share with us the following information about the store and your order? This way, if the store is on our platform, we can initiate an internal investigation to ensure that the store is operating with integrity
  
  - What is the store URL?
  - When did you place your order? 
  - What is your order number?
  
  While we will not be able to share the results of our internal investigation, I can assure you that if the merchant is found to be operating fraudulently, we will take prompt and appropriate action.
  
  Thank you again for contacting us and letting us know about your experience. If you have any further questions or concerns, please do not hesitate to contact us again. We will be happy to assist you further.
  
  Regards,
  
  Lali | Shopify Operations Lead