Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify

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

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2024

  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.

  Someone hacked my email and was able to open a shopify account, and they are trying to do various transactions. I tried contacting shopify to shut down this account under my email ************************** and they have been non-responsive.

  

  Business Response

  Date: 17/09/2024

  Hello *****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for providing us with information on your recent experience regarding a Shopify Account being opened with your personal email address without your permission. 
  
  We can appreciate how destabilising situations such as these can be and want to assist in any way we can. Firstly, I would like to advise taking additional measures to secure your personal email at this time. By updating your personal e-mail passwords and two-step authentication procedures, you can ensure that a bad actor does not have access, if they had access during the creation of this potential Shopify Account. 
  
  With that being said, I understand you are looking for an information removal request at this time. I am happy to assist on this, however, due to the public nature of the BBB and the personal information this issue discusses I have sent through a seperate private email for us to discuss next steps. 
  
  I look forward to hearing from you. 
  **** | Shopify 
  
  

• Initial Complaint

  Date:09/09/2024

  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.

  An account was opened using my name and email address. The person that set this account up was able to setup a two step verification. I did not set up this account and have tried to reset the password so that I could shut the account down. I also received an email with the last four of a bank account that does not belong to me. I need this account shut down and I need proof that it has been shut down. I also need a copy of any information regarding this account so that I can give it to the police. I have been a victim of identity theft and this is another one.Thank you,*****************************

  

  Business Response

  Date: 09/09/2024

  Hello ******,
  
  My name is *****, I'm an Operations Lead here at Shopify, and I'll be glad to look into this with you.
  
  I have taken at look at the email address you provided when contacting the BBB, and can see that there are no longer any active accounts tied to your email. This means that any accounts that may have been created by another party using your email, have been closed at this time. As there are no active accounts using your email, the next step would be for you to submit an "erase data request" which you can do at this link here. Once you have submitted this request and it is processed, your data will be erased from Shopify and you will no longer receive any communications regarding the created account. We are unable to submit this request on your behalf.
  
  Please note that sometimes it can take a day or two from the time the account was closed to sync in our system, before the data erase request can be submitted. If you are getting any error messages when submitting the data erase request, wait 24 hours and then try again. Should you still be seeing any errors after that time, please get back in touch via this BBB Complaint with any further details of the issues you may be experiencing.
  
  In regard to sharing information about the account, we are unable to share personally identifiable information or sensitive account details unless we are speaking with someone who is authenticated as the owner of the account. Should you need to submit a legal information request for any reason, please see our legal information request page here.
  
  As a side note, if someone is using your information to create a Shopify account, you may wish to review the security of your information outside of the Shopify platform, such as your email address and password.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:09/09/2024

  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.

  About 2 weeks ago, I received several emails from Shopify asking me to verify my new account, billing, etc. It turns out someone is using my email address and a former home address of mine to create a shopify account. I have attempted to contact Shopify via email or chat and every instance requires you to login or create an account, which I do not have nor do I want to do. I have never authorized my email or any information to be used to set up an account. I want the account terminated.

  

  Business Response

  Date: 13/09/2024

  Hello ********,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you get this account closed and dealt with.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. Additionally, we'll need to escalate this to our Accounts team to help close the account. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information and get that process started.
  
  Once you reply to that email, we can get working on closing the account for you.
  
  As a side note, if your data is being used to open a Shopify account without your consent, you may wish to also review the security of your information outside of the Shopify platform, such as your email address and password.
  
  I look forward to your response.
  
  Kind Regards,
  ***** R | Operations Lead

• Initial Complaint

  Date:08/09/2024

  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 have been getting emails for a couple of months regarding "my account" with ******************** (under my email address *********************** Obviously, at first I ignored these because I assumed they were spam but then I started getting emails stating that my payment didn't go through on my credit card. I actually looked at where the email came from and saw it was legit but the credit card wasn't mine. I'm a victim of federal identity theft and I take this stuff seriously so I tried to contact Shopify to get this account deleted and have them go after the person that opened it if necessary but I discovered that it is literally impossible to speak to anyone there without opening an account. Obviously, I don't want to do that because my email address is already being fraudulently used on their watch so I don't have any faith in their identity protection whatsoever. I just want this resolved and if I can't get it resolved, I want to put a blotch on their account because this is ridiculous.

  

  Business Response

  Date: 14/09/2024

  Hello ******, 
  
  Thank you for reaching out and sharing your concerns. I'm happy to see you were able to reach our support team on September 12, 2024 via ticket #********.  This ticket has been forwarded to our Account Security team, and they will be in touch with you via this ticket as soon as they have the opportunity to review your information. If you have any further questions regarding this matter, please reply directly to the above ticket and a member of our Account Security team will be happy to answer your questions. 
  
  All the best,
  ****** | Shopify Operations Lead

• Initial Complaint

  Date:08/09/2024

  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.

  Shopify has stole my email to sell ice makers I keep getting so many emails about customers being scammed and refunds being sent back and that my bank account will have $453.51 taken out for all the refunds. Luckily they dont have my bank account information. I have tried reaching out to head of security for Shopify (****) and he did nothing for me and never responded. I have so many emails that I cant receive any more emails and its getting out of hand. They are scamming and stealing money from people.

  

  Business Response

  Date: 16/09/2024

  Hello,

  My name is ******, a Support Lead at Shopify. 

  Thank you for reaching out and sharing this information with us. Please note that the Better Business Bureau is a public forum, and as such we are unable to go into store details. What I can do is send you a private email, and we can look into this situation further. Please keep an eye out for my email. 

  In addition to this, the next best recommended step is to fill out our complaint form located here: **************************************************************************************;

  This will allow us to investigate this further internally. 

  Please let me know if you have any questions. 

  ******
  Shopify Support

• Initial Complaint

  Date:06/09/2024

  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.

  Someone named ******* opened a Shopify account using my email. Shopify will not take email or phone complaints and forces you to set up an account with them in order to communicate with them.

  

  Business Response

  Date: 12/09/2024

  Hello,

  My name is ******, a Support Lead at Shopify.

  I understand that an account was opened up with your email address. As the Better Business Bureau is a public forum, I am unable to go into account-specific details. I will send you a private email and we can go into more detail and look into any open stores that may be associated with your email address. 

  Please keep an eye out for my email. 

  Thank you,
  ******
  Shopify Support

   

• Initial Complaint

  Date:04/09/2024

  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 is withholding my income made by my small business. I was given no reason or warning why I would be denied payment. I now can't get in touch with anyone to solve this matter. This is my livelihood and they don't care.

  

  Business Response

  Date: 09/09/2024

  Hello ******, 
  
  My name is ****, I am a Support Lead here at Shopify. 
  
  Thank you for taking the time to provide us with detailed information involving a recent payout issue you experienced with your Shopify Store. Due to the public nature of BBB and the internal account information we will need to review here, I have sent a seperate email for us to discuss next steps. 
  
  I look forward to hearing from you. 
  **** | Shopify 

• Initial Complaint

  Date:04/09/2024

  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 closed my store on Mar 4, 2024. And hold my payouts for over 150days. I was waiting for my last payout as they said " Money will be deposit into your account after 120 days" .Until I received this mail from my bank said payout was failed on Aug 16. I was trying reach out to support team but there's no reply at all. Support ticket **************************.I just wanna my hard earnings back.

  

  Business Response

  Date: 09/09/2024

  Hello ****, 
  
  My name is ****, I am a Shopify Support Lead. Thank you for taking the time to outline your recent experience to our team here.
  
  We recognise that a third-party banking payment hold can be distressing when it is not released according to the timeline shared. I have taken a look into the account and given the public nature of BBB and internal bank information this issue pertains too, have sent a seperate email for us to discuss further. 
  
  Speak soon, 
  **** | Shopify 
  
  

• Initial Complaint

  Date:03/09/2024

  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.

  I have more than 2000$ that Shopify has held from the sales for months without releasing the payment. They are not responsive to our emails and customer support closes the chats

  

  Business Response

  Date: 10/09/2024

  Hello Ehsan,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for bringing your concerns about the hold on your Shopify Payments account to our attention. Upon review, I see that you have been in communication with our Merchant Trust Team through ticket ID #************************************. It appears that the hold on your account has been lifted. Should you have any additional questions or require further assistance, please reach out to our Merchant Trust Team using the aforementioned ticket ID, as they are best equipped to address your inquiries.
  
  Thank you,
  *****

• Initial Complaint

  Date:03/09/2024

  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 used shopify as the shop basis for my online business. A couple of orders trickled in, then when we did a big announcement there may have been a ***** in orders, and Shopify terminated my account. They gave no reason or warning and in the 7 days between then and now they have not answered my emails or given any support. They also still claim my domain so I can't use it until they resolve this (when others had this problem, they didn't resolve it at all). They ruined my entire business by doing this at the worst possible time and they have not yet given my customers refunds. I have asked for them to give my customers refunds and gotten no response. I am requesting damages in the amount my customers paid because I will likely have to pay them out of my own pocket, and my domain back or the price of its yearly fee returned. This is nothing compared to the hundreds of dollars that was lost when the business was ruined.

  

  Business Response

  Date: 04/09/2024

  Hi *********, 
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  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 further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead