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: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.

  I woke up to numerous emails on 9/10/2024 that someone opened an account in my name, using my personal email. This account is Fraud, and appears to be linked to my bank account. The company makes it impossible to close an account, as they only respond to emails once you log in to the account you own, and even after changing a password, still requires an external key. There is no phone number to contact, and they won't respond to email to close this fraudulent account. Here is the message I sent: Hello,I woke up to numerous emails from Shopify this morning. Someone used my information to create an account, and linked my bank information to it. My id has been stolen, and this account needs to be closed immediately. The account is opened with the name Quashaunash, using my email information *********************** I have attempted to reset the password, but it won't even allow me to do that, as the person who created it also enabled some sort of external key. This is absolutely ridiculous!Please shut this account down immediately. It is not me!!!! All attempts to contact you have been ridiculous. You HAVE to log in to an account in order to speak to anyone. The problem is that I did not create this account.I will be reporting your company to the BBB.Please contact me immediately. I am attaching the email thread below:

  

  Business Response

  Date: 11/09/2024

  Hello ******,
  
  This is Lali, an Operations Lead here at Shopify.
  
  I understand your email address was used to create a Shopify Account without your consent. Thank you so much for taking the time to reach out to us about this, and for your patience while we looked into it. 
  
  In this case, I can actually confirm that there are no longer any active accounts associated with your email address, meaning you do not need to attempt to close them yourself. However, the final step would be for you to submit a data erasure request to have your data removed from the platform entirely, which you can do by following this link: *****************************************. (We are unable to submit this request for you, it must be done by the person who would like their data erased).
  
  Additionally, if someone is using your information to sign up for services, you may wish to review the security of your information outside the Shopify platform, such as your email address and password.
  
  Beyond submitting the data erase request, no further action should be required. Of course, if you have any other questions though, please do not hesitate to let us know.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:11/09/2024

  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 ordered from a shopify affiliated store vitalia Order number 2225 (receipt attached)Today has been long enough that I now have the report an issue with this order since the order was palced August 10th, 2024. Attempts to contact the company have been unsuccessful. E-mails are not being answered. Their shopify website has shut down (***************). And their phone number *************) has been disconnected. The report an issue with this order website does not work because the merchants website has shut down so the order confirmation URL is now invalid. (***************************************************************************)If theres anything else you need to help me with this order/transaction please let me know.

  

  Business Response

  Date: 11/09/2024

  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.
  
  I suggest 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.
  
  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.
  
  Sincerely,
  Lali | Shopify Operations Lead
  
  
  
  

• Initial Complaint

  Date:11/09/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Shopify regarding their failure to resolve my ticket, #********, where shopify closed my account and told me they would hold my funds for 120 days and at the end of that 120 days they told me theres a review that would take 48hrs. a few more 48hrs since then and over 30 days later i am still waiting. over 150 days now and i am still waiting for shopify to resolve my issue in a timely manner. I have been a Shopify merchant for a sort time.I submitted my ticket about 30 days ago and have been waiting for a resolution for over 30 days in addition to waiting 120 days prior. Despite multiple inquiries, I have received no resolutuion. This delay has caused me significant financial hardship as I am relying on the funds associated with this ticket to cover my essential living expenses.I have attempted to resolve this issue directly with Shopify but have been unable to reach a satisfactory conclusion. I believe that Shopify has failed to provide adequate customer service and has not taken my concerns seriously.I am requesting the Better Business Bureau's assistance in resolving this matter. I would like Shopify to provide me with a clear timeline for resolution and a detailed explanation of any obstacles that may be preventing a timely outcome.Thank you for your attention to this matter.Sincerely,*******

  

  Business Response

  Date: 19/09/2024

  Hi *******
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. I can see that you are looking for support with your store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss more details. The ticket number is: 50891765
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:10/09/2024

  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 reported fraud on my clothing's store website managed by Shopify on August 27th. I have spent countless hours on my computer trying to get resolved and I have received no help. There is no way to speak to someone, and the only form of communication is through website chat. My website is still open for shoppers to put through offers, and funds have been diverted to another account than my own. Even though I have reported this many many times, I am still not granted access to be able to revert those changes and I am being given the run around.

  

  Business Response

  Date: 12/09/2024

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify. 
  
  Thank you for taking the time to send this complaint through to **. I can recognize not having access to your store after you've been hacked is not ideal at all and will be reviewing what has transpired.  
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:10/09/2024

  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.

  This morning, 9/10/24, I got an email alert that I opened a Shopify store, added an address & updated bank account information when I did not. I tried to contact Shopify but there is no number to call for fraud. After 30 mins of using their non effective web support system, I finally was able to find an email to stop the fraudulently activity. I am a victim of identity ********** information is being used in multiple places that I have not done. The fraudster has also put a 2 authentication code on my account so even if I change the password, I'm not able to get in. They used my email to open this Shopify profile & create a store which i believe is already bringing in income. I plan to file a police report as well. Please please protect my identity & investigate shopify. There is no fraud protection or services or phone number to call for this type of situation. I have been targeted all ********** tired. Please help! There is no number or email yo contact Shopify when someone has stolen my information to open a business account! I did not do this & Nowhere on the website is there an accessible option to report this or talk to someone. Shopify needs to update thus immediately for fraudulently activity to an account. They are using my ********* was able to update the password but not the 2 step authentication. Please research this & provide who this person is. They updated addresses, bank information etc. Please help! They also verified my email some how to open the ********* can't even respond to any email to make Shopify aware. Shopify doesn't have any proper methods to report fraud without creating an account ***** there is no number to call for fraud. They should have a method in place for victims to call for these types of fraud cases or even an active email to report this stuff to. Shopify is not safe & I'm very scared to use my email bc how did shopify approve or verify this account if I never approved or verified my email? Please help!

  

  Business Response

  Date: 12/09/2024

  Hi Chanel,
  
  My name is *** and I'm a Support Lead at Shopify. I appreciate you bringing this unexpected store creation to our attention, and apologise for any inconvenience you may have experienced. 
  
  The BBB is a public forum so I can't release account-specific information here, but I can say that I've checked with the details you shared and the account is no longer active. To get the data connected to that store erased as quickly as possible, you could make a request using the ************ form on this webpage: *****************************************
  You also mentioned wanting to obtain a report detailing all your information. This can be requested by using the ************* form on the same website above. 
  
  You are absolutely correct with your statement regarding the lack of options for people like yourself needing to report these kinds of issues. We have identified the gaps and are actively working on making a better process. 
  
  Thank you for taking the time to report this.
  
  Kindest Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:10/09/2024

  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.

  unauthorized account opened using one of my email addresses

  

  Business Response

  Date: 12/09/2024

  Hi ******,
  
  My name is *** and I'm a Support Lead at Shopify. I appreciate you bringing this unexpected store creation to our attention, and apologise for any inconvenience you may have experienced. 
  
  The BBB is a public forum so I can't release account-specific information here, but I can say that I've checked with the details you shared and the account is no longer active. To get the data connected to that store erased as quickly as possible, you could make a request using the ************ form on this webpage: *****************************************
  
  You are absolutely correct with your statement regarding the lack of options for people like yourself needing to report these kinds of issues. We have identified the gaps and are actively working on making a better process. 
  
  Thank you for taking the time to report this.
  
  Kindest Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:09/09/2024

  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.

  My email address was used to create fraudulent shops on shopifys website. Shopify does not provide a way users to reach live support in order to resolve this issue. Instead, one is stuck in a loop of live chat with no way to resolve the issue unless they have access to the newly created store.Other users are facing similar issues: *******************************************************************************************************************************************************************

  

  Business Response

  Date: 10/09/2024

  Hello Selena,
  
  I hope this message finds you well. My name is ****, and I am the Operations Lead at Shopify.
  
  I am writing to follow up on the issue you reported regarding the fraudulent use of your email address. We greatly appreciate you bringing this matter to our attention, as your feedback is invaluable in our ongoing efforts to enhance the experience for both our merchants and customers.
  
  I am pleased to inform you that our Merchant Trust has thoroughly reviewed the matter. As a result, the store in question has been closed and flagged as fraudulent. No further action is required from your side concerning this issue. If you would like to have your personal information erased from our records, please follow this link to submit an *************** form: *************************************************************************************************. Once submitted, our team will promptly proceed with the removal of your data.
  
  We hope this resolves the issue to your satisfaction. Thank you once again for your cooperation and for helping us maintain the integrity of our platform. Should you have any further questions or concerns, please do not hesitate to reach out.
  
  Best regards,
  Kody | Shopify Operations Lead

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22263427
  
  I am rejecting this response because:

  Can Shopify confirm whether my data was used at any merchant sites? Their option to delete my data indicates that I can only delete the newly created store's data, but any fraudulent data that is stored on a merchant site can only be removed by contacting the merchant. I cannot access the site so I do not know the extent to which my data was used with other merchants. I am requesting that Shopify provide an account of how my data was used and am requesting that they delete my data from any merchant sites.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 13/09/2024

  
  Hello Selena,
  
  I have sent you an email via our messaging platform with the following Ticket ID: #********
  
  In the email, I requested that you confirm receipt by replying with your email address and the Better Business Bureau ID number: ********. This confirmation is necessary to verify that you have received the follow-up and have access to your email address before we can proceed.
  
  Thank you for your cooperation.
  
  All the best,
  Kody | Shopify Operations Lead

• Initial Complaint

  Date:09/09/2024

  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 stopped depositing my payouts since August 2024. I have created 4 separate tickets about this issue.1: ******** 2: ******** 3: ******** 4: ******** There has been no communication about progress being made or a timeline.

  

  Business Response

  Date: 13/09/2024

  Hello ******,
  
  My name is ****, and I am an Operations Lead at Shopify. I want to thank you for reaching out to us regarding the payout issue youve been experiencing. I sincerely apologize for the inconvenience and the prolonged delay youve faced since August.
  
  After reviewing the matter, I found that our third-party banking partner was reviewing your account, which caused the delay. We have been actively communicating with them to expedite the process.
  
  I am pleased to inform you that as of this morning, Friday, September 13, 2024, your payouts have been released. Our Merchant Trust team has also reached out to you regarding this matter through Ticket ID: caaebbd4-b5c0-41a7-a1ef-068ae2f86c0b.
  
  If you have any further questions or need additional assistance, please respond directly to that ticket. The Merchant Trust team is equipped with the necessary tools and information to address your inquiries.
  
  Thank you for your patience and understanding.
  
  Best regards,
  Kody | Shopify Operations Lead
  
  

• Initial Complaint

  Date:09/09/2024

  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.

  I am seeking help getting my refund from Shopify regarding my shopify payments for the months of July 2024 and August 2024. I was supposed to be refunded for payment that went to My Store instead Daddy's Here linked to my email account: *********************** However, I never received the ***** refund that I was supposed to receive by last Tuesday September 3rd. This is the payment that was originally supposed to be for Daddy's Here for July 2024. I would like a refund for this although I chose to pay for July to keep my store running as I was losing prospects and am in negotiations with partners. I would like a refund for July 2024, along with a free month for August 2024 as well since the payment I made would have went to August and my account would have been caught up had Shopify returned the money as discussed in the two days with Chat support (which I have attached for reference).In total, I would like 2 months (***** for July & ***** for August 2024) to be paid for Shopify. With the possibly of September being covered for ***** as well since I loss two sales because the site was down and the Support team could not resolve in an effective and time efficient manner. All evidence is attached to this chat for reference.

  

  Business Response

  Date: 15/09/2024

  Hello Jasmine,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  I have sent two emails to the email address you provided on this complaint in an attempt to obtain the store details and authenticate yourself as the account owner. I'm still to receive a response. Could you please check your inbox, spam / junk folders to look for an email with the subject: "Regarding your BBB Complaint ******** of Shopify"
  
  Once I hear back from you I'll be able to work a resolution.  
  
  Warm Regards
  
  Jef - Shopify Support Lead
  
  

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22260855
  
  I am rejecting this response because:

  I apologize once again for the delay. I had a personal matter that became an all day event. Jef messaged and I will message tomorrow for sure. I would this to be in the Better Business Bureau until resolved with proper explanation. 

   

  I will be more prompt from this point forward.

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

  

  Business Response

  Date: 18/09/2024

  Hello Jasmine, 
  
  Thank you for reaching out via email. As mentioned in my email reply I need you to provide me with the information I'm requesting so I can authenticate you and your store. 
  We take the security of our stores very seriously and we cannot access the details of your stores and interactions without first obtaining this. Please reply as soon as possible so we can get this all resolved for you promptly. 
  
  Kind Regards 
  
  Jef - Shopify Support Lead  here...

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22260855
  
  I am rejecting this response because:
  

  I already sent that information to Support via the original Chats and it still did not lead to a resolution. 

   

  Why can't you just refund the ***** as you were supposed to in August? 

  I will not authenticate until I receive a refund.

   

  Better Business Bureau- the chats show a refunded transaction that I never received for *****  in the month of August. Can you please review and see if what Shopify is saying is necessary to refund the money to the business card on file? 

   

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

  Customer Answer

  Date: 23/09/2024

  I would like to have this properly investigated as I have already verified my account for ******************** various times before and I still have not received a refund or correspondence to be credited a free month or two for all the disruption in my business, lack of professionalism, and no solution for almost 30 days now. 

   

  Please help.

  

  Business Response

  Date: 23/09/2024

  Hello Jasmine, 

  Please read the latest email I have sent you with a summary of our. Everything is provided in there as to what happened. 

  You opened two stores on the same day. You inadvertently paid for the wrong store and blamed Shopify for your mistake. The refund that should have been processed to the wrong store has instead been transferred as a payment on the correct store to cover your overdue August invoice. Your September invoice will be due on the 24th. 

  The wrong store is still active and you need to cancel it immediately so I can provide a refund for the September invoice. Please read the email for the instructions on how to do this or to let me know you can't do it. 

  We are close to having everything completed for you however we need your help to close this out. 

  Kind Regards 

  Jef - Shopify Support Lead

   

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair 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.

  9-9-2024 - For over a week I have tried to access my TWO Shopify accounts that have been locked out because I do not have the recovery codes. I've had two chat sessions promising me that I will be contacted to get back into my accounts. I was asked to send my ID photo which I did 5 days ago and STILL no response from Shopify. My customers are calling and I have no way to look at their accounts to resolve issues. This new so called "customer service" with no way to reach a representative if one is locked out of their account is totally UNACCEPTABLE. One MUST log in to reach any customer service options - being locked out one cannot reach ANYONE! This company must have hired META executives as their so called system is just like this!

  

  Business Response

  Date: 17/09/2024

  Hello ********* style="-webkit-font-smoothing: antialiased;">
  My name is ****, I am a Support Lead here at Shopify. Thank you for taking the time to inform us of your recent negative experience regarding Shopify Account verification. 
  
  We appreciate the feedback regarding mismanaged expectations on Support requests regarding document review and can assure you that a review will be done into the interactions to ensure the correct coaching opportunities are relayed where needed. With that being said, please know that we take the security and privacy of our Merchants very seriously, meaning we require added time to review these documents for approvals. 
  
  I can see from review that your recent request has been resolved and access to your account is restored at this time, please let me know if you have additional questions or concerns regarding the document review and I would be happy to send through a seperate private email to discuss given the public nature of the BBB portal. 
  
  Kind regards, 
  **** | Shopify

  Customer Answer

  Date: 18/09/2024

   
  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. However, ********** at Shopify is the only one who immediately solved the problem, too bad it took 14 days to get him via the only way to reach Shopify, by online texting.
  
  Sincerely,
  
  Jo-an ******