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:27/08/2024

  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.

  False advertisement that they offer 24/7 support. The support is only available via typing so if you are dislexic or have any other disability you are NOT given any alternative. Also, if the 'assistant' isn't able to type an answer that fixes the problem it can take up to a week to fix. Whilst you wait, the store you are trying to run will be losing money. Do they offer compensation for this? NO! False advertisement, discrimination and causing you to lose money whilst waiting for a tech person to phone at their leisure. NOT OK

  

  Business Response

  Date: 03/09/2024

  Hello Roxelyn, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for bringing this to our attention. Shopify does offer 24/7 support via chats, and we typically do not offer phone support. That being said, we do offer phone support for accessibility needs. In order to access phone support you will need to first reach out via the regular chat support, from there you can alert our Support Team to your accessibility needs and they will work to arrange a callback at a time that works for you. 
  
  If you do have a specific issue you are facing with your store, please let me know and I would be happy to look into it for you. 
  
  Thanks, 
  Jack | Shopify Operations Lead 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 22202177
  
  I am rejecting this response because: I have mentioned that I am dislexic and have difficulty get everything typed out but I have never been offered a call back. Actually, on the date of my original complaint I was told that a request for a call was placed on my behalf but that it would be up to 10 business days before that happened. This does not help if the problem is immediate. It does not. In fact, I have NOT received a phone call and the original issue has NOT been resolved. I tried again to resolve via typing but to no avail. You say you have special avenues available but I have not experienced any of it so your statements and assurances are false. (It has taken a long time to type this out - because I am dislexic - and I've lost work time because of it. I am STILL barred - via computer - from my company website !!!!)
  
  Sincerely,
  
  Roxelyn Apps

  

  Business Response

  Date: 12/09/2024

  Hello, 

  Thank you for providing that extra context. Due to the public nature of the BBB I am unable to discuss account details within this portal. That being said I have reached out via email with more information on ticket ID #********. 

  Please respond there if you have any questions or concerns. 

  Thanks, 

  Jack | Shopify Operations Lead 

• Initial Complaint

  Date:22/08/2024

  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 tried to reach out via your website but you make it extremely difficult and I wasn't able to fill out this form: ************************************************************************** I have an issue with a merchant and order: ****************************************************************************** I placed an order back in June from Pretty Farm Girl and the post office lost several pieces of my mail during mail forwarding and this was one of the orders. This merchant has since refused to rectify the issue!I need someone from Shopify to contact me regarding this immediately.

  

  Business Response

  Date: 29/08/2024

  Hello ***, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to us to inform us of the recent support experience you had with a suspected Shopify Merchant. 
  
  I understand that you recently ordered from a Merchant who is suspected to be using the Shopify platform, Id like to take a moment to outline that Shopify is an ecommerce platform and has no direct say into a businesses operations. We advise in situations such as this to contact the store directly which you mention you have and received no resolution. The next steps we advise is to complete the order issue form, if there are issues submitting the form there than the next steps will be to contact your bank to review submitting a chargeback on the order as it was not delivered as expected. 
  
  We have a great help document that goes over different complaint methods for situations such as this here [*****************************************************************************************************************]. I hope this information assists you in rectifying the issue you've experienced.
  
  Should you have any follow up concerns or questions please let me know here and I will send through a private email for us to discuss. 
  
  Kind regards, 
  **** | Shopify 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 22182545
  
  I am rejecting this response because:

  1. I did not receive an email to **************************** to discuss this matter. 

  And two this was purchased via Shopify's platform so someone needs to be responsible or else everyone will see me in court including Shopify.

  Sincerely,
  
  *** O

  

  Business Response

  Date: 09/09/2024

  Hello ***, 
  
  As mentioned in my initial reply, if you are unable to access the reporting tool as desired and request additional assistance I will send through an email. I have now sent through a private email with next steps and more context into Shopify's role as a third party platform provider for businesses to sell on. 
  
  I appreciate your patience here and hope we can discuss in more detail moving forward. 
  
  Speak soon, 
  **** | Shopify
  
  

• Initial Complaint

  Date:22/08/2024

  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, a billion dollar company, has provided horrible non-existent AI "customer support" about a serious issue.After 400 hours of building a merch shop on their platform, a Web developer and others showed me that the site does not appear for half of my visitors due to a discrepancy with URL: www.erichowl.com VS ************. many visitors who do not plug in "www" were receiving a dead page for WEEKS without my knowledge.Rather than have a human help remedy my issue I was blocked over and over by bad AI-bot responses, then APATHETIC rude e-mails.Now, when I tried to shut down the site and end service (to my regret as I worked very hard on it) they told me the site is being hijacked until I pay them for their 1/2 working site.I have built sites with GoDaddy and other hosts since 2001 as a professional website designer. This atrocious behavior was unbeknownst to me, as I've always built on Wordpress or from scratch.I need a full refund for the previous 4 months of useless hosting that has caused mayhem to my fanbase (I have 2.7 Million followers on Tiktok). The brokenness and unprofessionalism has grossly stifled my ability to run a proper merch shop and I have simply not sent people there because of the horror story of people showing me broken links - all because Shopify would rather laugh their way to the bank than provide any semblance of true support.They owe me $164 for 4 months of bad, paid service. And they must terminate their robotic bullying techniques insisting I pay for yet another month of bad service.NOTE: It is not possible to repeat this problem on all phones/desktops. It is a URL level issue happening to a large swathe but only half of users I'm not sure why BC THEY REFUSE TO REMEDY IT.Thank you for your time,********************* @******** (PS: please see attachments of this nightmare being discussed between me and a *************** genius whom remedied the problem: I forwarded this to SHOPIFY. They refused to fix. GoDaddy would have.

  

  Business Response

  Date: 28/08/2024

  Hello ****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to provide us with information regarding your recent experiences with Shopify Support and Domain issues. 
  
  Due to the public nature of BBB and the internal store information I require to conduct an investigation into your recent support experience, I have sent a seperate private email for us to discuss next steps. We strive to deliver the best support possible for our Merchants and it I can see this was not the experience you had when trying to rectify ongoing domain issues. 
  
  I look forward to hearing from you and finding us a resolution to this issue. 
  **** | Shopify 

  Customer Answer

  Date: 31/08/2024

   
  Complaint: 22181442
  
  I am rejecting this response because: Spotify as usual is responding with rote, impersonal manipulative messaging to make it appear they are doing something.

  The *** is asking me for my website url when it has been outlined in 19 complaints... erichowl.com
  

  Once again, this BILLION DOLLAR corporation is criminally failing at every level on "customer support". Full refund demanded immediately. They have lost me thousands already.

   

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

  

  Business Response

  Date: 09/09/2024

  Hi ****, 
  
  I recognise the frustration here regarding repeating some information from the initial complaint however, we ask for authentication for the privacy and security of our Merchants. We must authenticate a Merchant who reaches out through public channels, such as the BBB. With that being said, I had sent through the internal information regarding this case once the account was authenticated through a secure email outreach. 
  
  As discussed in that email thread, there was minimal outreach to support to request assistance and troubleshooting regarding the domain issue you had experienced. On review, our team had found the routing issue with the connection between domain host and Shopify platform. This was due to it not being correctly integrated when adding the domain.  I am happy to continue our discussion about the account specifics however, the refund request cannot be completed and a breakdown of why had been sent through email. 
  
  Please let me know if you would like to continue to work towards a solution here for your domain. 
  
  Kind regards, 
  **** | Shopify

• Initial Complaint

  Date:21/08/2024

  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.

  A lawyer representing a client with a lien on a business that has a similar operating name as my business convinced Shopify to put a hold on deposits from credit card sales to my bank account, with no notice or contact to us. When we contacted the lawyer they immediately had to admit it was a different business and it was an error. He sent them a letter to release the hold of funds. Shopify blames Stripe, Stripe blames shopify, neither business has a direct phone number to the financial department responsible for the hold. In the meantime, our small business is suffering in multiple ways due to this errant , fraudulent hold of our funds. Please contact me and I can walk you through the series of events.

  

  Business Response

  Date: 26/08/2024

  Hi ******,
  
  My name is ********, I'm an Operations Lead here with Shopify. I regret to hear of the challenges you've been experiencing, and I thank you for sharing your experience here with us. The BBB is a public platform and account details can not be discussed here for security reasons. For that reason, the relevant team reached out to you in ticket c69017ea-cde7-43d5-8e8d-f131df955c3a. Please direct your communications there in order to move forward.
  
  Kind regards,

  ******** | Operations Lead

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22172584
  
  I am rejecting this response because:

  Your company placed a hold on my account payouts without any notice or proper due diligence. It is also impossible for us to reach anyone directly to discuss or to fix this matter. It took us a week of hourlong telephone calls to even learn that a hold had been ordered. We have spent considerable time trying to fix this error. It has cost us money in many ways, and the hold was illegitimate. It has now been 19 days we have not received deposits from Shopify, $25k held, no communication as to progress on the matter. In the meantime, to add insult to this injury, we receive daily marketing from Shopify about business loans, and we also received our monthly bill.

  I do hope this time and energy consuming ordeal wraps up soon, for us. 

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

  

  Business Response

  Date: 06/09/2024

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for bringing your concerns to our attention regarding the hold on your Shopify Payments account. We understand the impact this situation is having on your business, and we are committed to resolving it as swiftly as possible. To address your specific concerns, I will follow up with you via email through our secure channels to discuss your account needs in further detail. Your patience and understanding are greatly appreciated as we work towards a resolution.
  
  Thank you,
  *****

• Initial Complaint

  Date:16/08/2024

  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.

  On August 13th I decided to close a store that I had on Shopify. Prior to since I was already thinking about closing the store I ended trials and canceled plans not on the same day I closed the store but days before. So I go to the site and click on the deactivate store button as soon as I clicked deactivate an email came through with charges to my card. I got charged for an app that I canceled before the end of the trial and the **** says "un-installed" meaning the app was no longer in use on my account. And they charged me for another app that I changed to the free plan as soon I as I changed it to the free plan I no longer had access to the features that was included in the plan I was charged for. So I contacted Shopify about this and they had the nerve to tell me to contact the app developers (the thieves that is in the Shopify App Store). Shopify charged my account for those apps. The app developers knows nothing about when I click deactivate in the Shopify app for a store that I had. Those charges happened solely because of Shopify and they refuse to give me back my money or do anything about them having thieves in the Shopify App Store. They literally charged my card without verifying anything as if giving an app developer free money is more important than them stealing stealing from merchants. Shopify is very unprofessional and doesn't mind stealing people's money and I want my money back.

  

  Business Response

  Date: 26/08/2024

  Hi *******,
  
  My name is ***, and I'm a Support Lead here at Shopify. I understand you're reaching out regarding unexpected charges after closing your store, and I'm here to provide assistance and clarity where possible.
  
  Upon review, heres what we found:

  - Booster SEO: You added Booster SEO to your store on July 30th and removed it on August 8th. Since the removal occurred after the 7-day trial period, charges would apply according to our terms.
  - Sprocket: This app was added on July 24th, and access was revoked on August 12th, post the 14-day free trial. Similar to Booster SEO, this means charges apply as the uninstallation happened after the trial period.
  
  When a store is closed, all outstanding charges for apps used beyond the trial period are billed in a final invoice. This is standard procedure to ensure all due payments are settled, as outlined in our help documentation. Please see this link for more information regarding Deactivating your store and billing considerations: ***********************************************************************************************************************;

  
  Next Steps for Refunds:
  
  For app-related charges, developers manage their own billing and refunds. To request a refund or credit, please follow these steps:
  - Visit the Shopify App Store.
  - Locate the app in question.
  - Use the Get Support button to contact the apps developer directly.
  
  They are best positioned to address refund requests as per their policies. Please see this link for more information regarding requesting an app refund or credit: *****************************************************************************************************************.

  We understand that having to contact the app developers directly may not be ideal, but as per the agreed-upon terms of service, they handle their own billing and refunds. Following the steps outlined above is the most effective way to resolve your refund request.
  
  As we have provided all the relevant guidance on how to request a refund, we will consider this matter resolved.
  
  Kind regards,
  *** | Support Lead

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22156053
  
  I am rejecting this response because:
  

  Oh so you think if I cancel a plan but do not uninstall it I can still be charged a monthly charge?? Booster SEO was canceled on August 4th which is prior to August 6 the end of the trial. If an "app developer" choose to acknowledge it days later NOT MY PROBLEM! So I had Spocket for 5 DAYS INTO THE MONTHLY PLAN AND THEY DESERVE TO BE PAID $99 AND FOR WHAT???????????? WHAT SERVICE WERE THEY PROVIDING ONCE I DOWNGRADED OR CANCELED THE PLAN??????? HOW ARE THEY OWED $99 FOR 5 DAYS. ONCE I CHANGED THE PLAN THE ACCESS WAS NOT THE SAME! SO WHY DO THEY DESERVE $99 FOR 5 DAYS????????

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

  

  Business Response

  Date: 06/09/2024

  Hello *******,
  
  My name is *****, and I am an Operations Lead at Shopify. I appreciate you bringing your concerns regarding your application charges to our attention.
  
  I understand that our previous response may not have met your expectations. However, I would like to reiterate that any disputes related to application charges must be addressed directly with the developers of the respective application. Please refer to the instructions provided by *** in her previous email to contact the app developers and request any applicable refunds.
  
  As outlined in Shopify's Terms of Service, Section 5, #** - Shopify does not provide refunds.
  
  Thank you,
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:15/08/2024

  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 terminated my store without any information on what I violated, but it's been over 2 weeks and have yet to get a response. As they closed the store, I was not able to access anything and they let their 14 day trial continue, and then charge me $39.99 even though I have no access to my store and they have never replied about this. Contacted support several times and every time they say I will get an email, which never comes. I filled out their form on store appeal and never heard back. They never gave a reason on why they closed it and don't understand their prejudice against me. Shopify will and can close your store without information on violations with no way to get the store back up. Scam, should look into if this is even legal.

  

  Business Response

  Date: 20/08/2024

  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 concerns, I will need to receive some further information to look into the status of the account 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

  Customer Answer

  Date: 29/08/2024

   
  Complaint: 22149299
  
  I am rejecting this response because: I was never given the actual reason on why the account was taken down and the $39.99 that was processed while the store was terminated when I was unable to access my Shopify account, then they ran an unauthorized charge while unable to access the account and refused to give a refund that charge.

  While **** was able to get my store reinstated in about a week after submitting to the BBB (which otherwise would probably still be terminated), I was still not given any clear answer on why it was taken down in the first place when I asked for reasons why it was taken down. They are not providing answers as I believe they took down the store with prejudice and bad faith in their business practices towards my store. Including the fact that I had an unauthorized charge, they are avoiding serious questions I have brought to their attention.

  Why would I trust a company that ignores my requests for weeks at a time, is not transparent in the slightest, and refuses to refund when they were negligent in the termination. Completely unjust.

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

  

  Business Response

  Date: 01/09/2024

  Hi ******,
  
  This is ****, the Senior Support Lead at Shopify who has been assisting you with your request. 
  
  As mentioned in our previous email, while I am not able to provide a detailed explanation for the review completed internally by the Merchant Trust team, please be assured that this was part of a standard review process and your store will not be further influenced moving forward.
  
  Upon reviewing your account details, I can confirm that the subscription for your store was refunded during the review, so no further charges were applied to the account while the review was being conducted. Regarding the additional charges you may have received related to your business, please note that Shopify does not provide refunds, as stated in our terms of service, Section 5.10. We also cannot provide any compensation for third-party charges made outside of the platform.
  
  Kind regards,
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 22149299
  
  I am rejecting this response because: 

  Dear ****,
  As I've stated in our previous conversations, these business practices are completely unacceptable. There has been no transparency regarding why my store was closed for weeks, and it was only reactivated after I escalated the issue to the BBB.

  Despite my repeated attempts to log in and manage my account, I encountered persistent access issues that prevented me from canceling the subscription or making any necessary changes. Therefore, Shopify is responsible for the charge I received, as I was unable to access my account to cancel the $39.99 charge.
  

  If this matter is not resolved promptly, I am prepared to explore further actions to protect my consumer rights, including filing a complaint in ******, *******, Canada, where Shopify is headquartered.
  I hope you will reconsider and provide a satisfactory resolution to this matter.
  

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

  

  Business Response

  Date: 04/09/2024

  
  Hi ******,
  
  Due to the public nature of the BBB, I am unable to discuss account specific details. I have emailed you in our previous direct communication to gather further information regarding the invoice you are referring to. 
  
  The only subscription charge I am seeing for the account was the Subscription Fee that was fully refunded while the account was being reviewed. 
  
  
  Kind regards,
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22149299
  
  I am rejecting this response because:
  
  Hi ****,
  
  Thank you for reaching out. I've responded to your email regarding the specific details, which we can't discuss publicly on the BBB. However, my primary concern about the lack of transparency and apparent bad faith in how my account was managed remains unresolved.
  
  The unexplained suspension and reinstatement of my store, without any justification, raises serious questions about Shopifys commitment to fair business practices. This lack of clarity not only disrupts my business operations but also damages trust.
  
  This situation is not unique to me. Other merchants have expressed similar frustrations with unexplained account terminations, highlighting a troubling pattern of Shopifys operational practices. Here are just a few instances that illustrate the broader issue:
  
  ***************************************************************************************************************
  *********************************************************************************************************************************************************************
  **********************************************************************************************************************************************

  Given these concerns, a detailed explanation from Shopify about the reasons behind my store's suspension is crucial. Such transparency is not just necessary for resolving my case but also critical for ensuring that Shopify adheres to legal standards of transparency and fairness.
  
  I look forward to a comprehensive response addressing these significant issues.
  
  Best regards,

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

  

  Business Response

  Date: 11/09/2024

  Hi ******,
  
  As mentioned previously, while we are not able to provide a detailed explanation for the review completed by the Merchant Trust team, please be assured that this was part of a standard review process and your store will not be further influenced moving forward. Your account has been reinstated, therefore this case is resolved. 
  
  While we appreciate the feedback that has been shared and understand your frustrations, for security and privacy reasons, we are unable to discuss the current review process to merchants accounts. 
  
  Kind regards,
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:14/08/2024

  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 am filing a complaint against Shopify for denying my refund request. I was subscribed to Shopify's Basic plan from March 2020, to present, during which the Pause and Build plan was introduced but I was not informed. I was paying for a full basic subscription even though my checkout was disabled. Shopifys failure to notify me about this more economical plan option constitutes a breach of their duty to provide complete information. I was never given this option and only found out about this plan when seeing it as an option in another Shopify store I have. Despite numerous attempts to resolve this, Shopify has refused to issue a refund, which I believe violates consumer protection laws and fair business practices. I seek a refund for the fees paid since March 2020 when the pause and build plan was introduced for $9, versus the $39 I have overpaying.

  

  Business Response

  Date: 22/08/2024

  Hello **********, 
  
  My name is ****, I am a Support Lead here at Shopify. I hope you are well. 
  
  Thank you for taking the time to submit your recent experience with a refund request for a Shopify store on the Basic plan. We ensure all subscription plan information and details are easily accessible in our public help documents. With that being said, I can understand how not seeing a specific plan tier can be destabilising so Id like to look into this further with you. 
  
  Due to the public nature of BBB and the internal account information I require to investigate further, I have sent through a seperate email to discuss next steps. 
  
  Kind regards, 
  **** | Shopify

  Customer Answer

  Date: 23/08/2024

   
  Complaint: 22142886
  
  I am rejecting this response because: the matter is not resolved. A refund is required.
  
  Sincerely,
  
  ********** ****

  

  Business Response

  Date: 26/08/2024

  Hello **********,

  **** here from Shopify Support. 

  I have sent through a review to our open support email thread. As mentioned in this email, we strive to ensure all plan and subscription information is available publicly. We do not provide unique recommendations to merchants directly and nor are we required to proactively reach out to merchants individually. Shopify is a hosting platform with many features and subscription options, with every business having unique needs we provide Merchants with the agency to choose which works best for them. A merchant subscribing to Shopifys platform, it is the merchant responsibility to manage their own store and choose the appropriate plan options.

  If there are outstanding support questions regarding this refund request, please let me know. 

  Kind regards, 

  **** | Shopify

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 22142886
  
  I am rejecting this response because:

  Hi ***,
  
  
  While I appreciate your explanation, I must strongly disagree with Shopify's stance on this matter. As a loyal customer since 2015, I find it deeply concerning that Shopify would not take responsibility for proactively informing merchants about more cost-effective plans, especially during the challenging times of the pandemic.
  The fact that the Pause and Build plan was available yet not clearly communicated is a significant oversight on Shopify's part. I firmly believe that your team failed to adequately support your merchants in navigating these options, which has led to unnecessary charges on my account.
  Given the unprecedented circumstances that many small businesses have faced since 2020, a more considerate approach would have been to ensure that merchants were fully aware of all available options, especially those that could provide financial relief.
  I urge you to reconsider your decision and issue a refund for the period in question. I value Shopify's platform and hope to continue our relationship, but I believe this matter deserves a fair resolution.
  I look forward to your positive response.
  
  
  Sincerely,
  
  ********** ****

  

  Business Response

  Date: 08/09/2024

  Hello **********, 
  
  Thank you for your response. I recognise the frustration you are feeling regarding the selected plan for your store. Our team has completed a second review for your refund request regarding this issue and as mentioned, we will be unable to provide a refund under these circumstances. This is due to the Shopify terms of service we had outlined in our recent communications about the final decision.
  
  At Shopify, we do our best to provide a service that is accessible during the ever-evolving world of entrepreneurship. We strive to provide a self-service model for creating an online store and therefore we do not review each unique business's needs or provide a business review and/or plan suggestions directly to each Merchant. We have developed, and continue to develop, a product where business owners have the agency to complete their own independent research to determine the best set up for their business. Shopify is a hosting platform and it is the merchant's responsibility to set up their store how they please for their businesses needs.
  
  The information regarding plan options has been publicly available in our help resources, community forums and dev community postings. Please note that I understand that this is not the resolution you had been looking for from our team, however, the decision at this time is final. We greatly appreciate your continued business in using the Shopify platform and hope that moving forward you will reach out to our support channels to discuss any cost effective methods when you experience a lack of visibility into your options. 
  
  I have relayed the above information with some additional account specifics to our email thread given the public nature of the BBB platform. 
  
  Kind regards, 
  **** | Shopify 
  
  

• Initial Complaint

  Date:17/05/2024

  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.

  BBB-Complaint-05-17-24-shades-of-men Shopify: Ticket ID: ************************************  On May 1st, 2024 our Shopify account was placed "Under Review" and our funds have been withheld for well over 2 weeks since May 1st 2024. We have been patient & polite and made numerous efforts to reach out and get info. Unfortunately, after 2 weeks Shopify refuses to give us any relief we have decided to contact the BBB. "Your payouts from Shopify Payments are on hold while we review your account". This was the start of our never-ending Shopify horror story. It started out innocently enough. Our new Shopify store was placed "Under Review" & "Funds Withheld". The premise seemed honest enough. We're just going to double-check your account. Okay, no problem. However, like the movie "Ground Hog Day" each day comes and goes with no resolution, no explanation, no relief in sight, and importantly, No Recourse. It wouldn't be so bad if the "Review" only took 3 or 4 days, but NO, it has now been 17 days, more than 2 weeks and our account is still under review and our funds are still being withheld. We did not know that Shopify can and will place your store "Under Indefinite Review". We did not know that Shopify will hold Thousands of Dollars of Your Funds for "Weeks On End" while they take their sweet time to conduct said "review" of your account. We simply ask that Shopify complete their weeks-long review and TRANSFER OUR PROCEEDS (see attached) $5,109.22 USD currently being help by Shopify into our MAIN ACCOUNT (see attached) so that we can then transfer OUR funds into our bank so we can pay bills. ***** ******* Shades of Men Live E: [email protected]

  

  Business Response

  Date: 24/05/2024

  Hi *****,

  My name is ***. I'm a Support Lead here at Shopify, and I'll be glad to help you with this.

  We value your experience and are committed to assisting you. Since you’re already in contact with a dedicated member of our team, I encourage you to reach out to them directly for assistance or updates. They are best equipped to provide you with the most relevant and timely support. We appreciate your patience as they work to help resolve matters.

  Your security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss sensitive account details here. If you would still like to discuss your issue in greater detail, please respond to this message to confirm, and I’ll reach out to you via a private email to assist further.
  I look forward to your response.

  Kind regards,
  *** | Support Lead
  

  
  

• Initial Complaint

  Date:11/05/2024

  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.

  Super frustrated with Shopify's extreme delays in payouts. Lack of transparency in timeline and False promises. Basis for Complaint: - Payout Delays: Extreme delay in Payout without any proper explanation or concrete timeline - Lack of Transparency: Despite repeated requests, Shopify failed to provide clear reasons for the delays or updates. Requesting Actions: - Clear Timeline: Immediate provision of a specific payout date or timeline. - Request for Compensation: Due to the business impact of the delayed payouts, I requesting for compensation for losses incurred. - Improve Communication: Shopify should improve transparency and communication with clients, especially regarding sensitive issues like financial transactions. Shopify Support conversation summary with ticket numbers: 2024 May 2 - Ticket # ********: Support Agent ******. He confirmed the account was under review, which was causing the delay. Despite assurances to expedite the review process, I did not receive a satisfactory explanation for the delays or a concrete timeline for resolution. 2024 May 4 - Ticket # ********: Support Agent **********. She acknowledged the lack of payout dates on my account and noted that my account was still under review. ********** escalated the issue internally. During this conversation I was also promised the payouts will happen in 1 week. But, never happened. 2024 May 7 - Ticket # ********: Support Agent *****. He explained that my account was undergoing verification, which is standard for new merchants but failed to provide a specific timeline for when I could expect the resolution. No definitive answer or progress on my payouts. 2024 May 8 - Ticket # ********: Support Agent *******. She cited a thorough review as the reason for the delay and assured me of prioritization. However, yI expressed concerns about the lack of specific information and the repetitive nature of the responses, which did not address the actual progress of my case.

  

  Business Response

  Date: 12/05/2024

  Hello ******** ****,
  
  Thank you for getting in touch and for providing that information. My name is *****, I'm an Operations Lead at Shopify and I'll be glad to help you with this.
  
  After reviewing your message, I spoke with our Merchant Trust team, who have let me know that the payout hold on your account was placed by our banking partners. When a hold is placed by our banking partners, it can take a little extra time compared to when a hold is placed directly by us. Our Merchant Trust team has reached out to our banking partners to inquire about this hold, and typically these are resolved within 2-3 business days once this reachout has occured, unless further information is required. (I cannot gaurantee that it will be resolved in that time however).
  
  The Merchant Trust team has also sent you this information and some additional information in a new ticket, number ************************************* 
  
  I recognize how imporatnt it is to get your payouts going for your business and as mentioned above, I have taken steps to try and have them resumed as soon as possible. However, we are unable to provide compensation related to this process as this review process is consistent with the Shopify Payments Terms of Service (TOS).
  
  Should you have any further questions, while you can definitely ask them here, you can also ask them directly to the Merchant Trust team on the ticket mentioned above, as they will be best equipped to answer questions related to the payout hold.
  
  Kind Regards,
  ***** * | Operations Lead

• Initial Complaint

  Date:10/05/2024

  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 have two Shopify Plus stores with you guys. A few days you guys locked me out of my account for no reason. After uploading the documents your account security team demanded, I got another email asking even more documents because the security officier in charge was not satisfied with the documents I uploaded. I uploaded more IDs and document as per the second email. Then the account security just ghosted on me and refused to answer any questions nor unlock my account for me. Mr. **** from the account security team is really difficult to get a hold of nor to figure out what additional documents might satisfy him - this is essentially pushing us off Shopify to find other alternative ecom planforms. If that's the case, why not just be straightforward and not waste my and your time on this matter. I am only describing this discriminatory case here because the account security team is impossible to reach and we have no choice but to go to another platform.

  

  Business Response

  Date: 11/05/2024

  Hello *** ***,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Generally speaking, due to public nature of the *** in order to look into the issue with you, we would send you an email so we can authenticate you for the account, and work through any appropriate next steps related to your issue. In this case, it appears that you may not have provided an email address along with this *** complaint. In order for me to look deeper into your specific issue/store, would you be able to respond to this complaint with your email address, so I can reach out to you directly and discuss your specific store?
  
  As I do not have your email currently and cannot look directly into your store, I am unable to provide store specific information. That being said, I wanted to share that when our Accounts team locks an account, it is usually to preserve the security and integrity of a store from bad actors. From the screenshots you provided which look to be communication with our Accounts team, this appears to be the case. We recognize that not having access to your account can be a disruption to your business, however if a bad actor has gained access to your email or account, locking the account prevents them from making any changes that may cause even greater disruption or damage to your business. Security is very important to us, which is why the Accounts team will require certain information to verify you as the Account Owner or Staff Member on an account before unlocking it, to make sure your account is secure.
  
  All that being said, as mentioned above I'll be happy to look into your specific store once I have more information. If you can reply back with your email address that would be great. In addition, if you can provide any current ticket numbers of your tickets with our Accounts team, that will help me get up to speed on the issue and next steps even more quickly.
  
  I look forward to your response.
  
  Kind Regards,
  ***** * | Operations Lead