Complaints

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

• Initial Complaint

  Date:21/06/2024

  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.

  My store has been frozen, and the email shows that the balance will be refunded to me after 90 days of unfreezing. It has been over 180 days now, please verify! thank you

  Business Response

  Date: 28/06/2024

  Hello ******,
  
  My name is ***. I am a Support Lead here at Shopify, and I'll be glad to help you with this.
  
  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. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  Also, while I will be happy to assist you with this, I just wanted to quickly mention that our support is available 24/7 through our help center here. As long as you have an account with us, you can always chat in to our support, even if your store is currently closed/not active.
  
  I look forward to your response.
  
  Kind Regards,
  *** | Support Lead

• Initial Complaint

  Date:20/06/2024

  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.

  On May 20, 2024, I purchased a "Triquon Nova" handheld game for $69.90 from Triqon.shop through a ******** ad leading to the Shopify platform. I downloaded the Shopify app, completed the purchase (order #****, tracking #SYAET25633289), and received confirmation that the item shipped.Despite a June 7th delivery notification, I never received the product. I repeatedly contacted Shopify via their app, but they only advised me to contact the seller directly. I attempted to do so four times via email and direct message through the shop's website, with no response.On June 17th, Shopify finally provided an option to file a complaint through their app, but I received no follow-up. By June 20th, Triqon.shop was no longer active on Shopify. I contacted Shopify via ******* and was told they could not help and that I should contact my bank. My bank has informed me that responsibility for the refund lies with Shopify.I am demanding a refund as soon as possible. Shopify facilitates transactions and offers complaint mechanisms on their platform, but they seem unwilling to take responsibility for vetting sellers or assisting customers when problems arise. I urge the ********************** to investigate Shopify's practices and help me obtain a refund for this fraudulent transaction.

  Business Response

  Date: 30/06/2024

  Hello ***, 
  
  My name is ****, I am a Support Lead here at Shopify. 
  
  Thank you for providing us with information regarding your recent experience with a potentially Shopify hosted store. Here at Shopify we do not have administrative abilities into a businesses internal order settings. Shopify is a platform for Merchants to build their own website for their business based on their specific ecommerce needs. In situations such as these, we advise to reach out to the store directly for a refund or alternatively to file a chargeback with your bank. 
  
  With that being said, we do take escalations such as these seriously and want to ensure you have all the information you need. I have sent through a seperate email to you to send through additional support. 
  
  **** | Shopify 

  Customer Answer

  Date: 30/06/2024

   
  Complaint: 21878245
  
  I am rejecting this response because: 
  
  Dear ****,
  Thank you for your response. However, I believe there may be a misunderstanding. While I appreciate that Shopify is a platform for merchants, my issue stems from using Shopify's app to make a purchase from a store that was subsequently removed from the platform. The screenshots I provided clearly demonstrate that there is an option within the app to request assistance, an option I utilized eight times without success.
  Given that the store is no longer active and my bank has advised me to contact Shopify regarding the transaction, I'm seeking your assistance in resolving this matter. I've yet to receive the separate email you mentioned containing additional support information.
  

  I understand that Shopify does not have direct control over individual store policies, but my payment was made through the Shopify app, leading me to believe there would be a mechanism for customer support in situations like this. The experiences of other customers on Trustpilot.com seem to confirm my concerns.
  

  I hope we can resolve this amicably. I trust that Shopify has measures in place to vet stores on its platform, especially when payments are processed through Shopify's own app. I look forward to your prompt assistance in rectifying this issue.
  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/07/2024

  Hello ***, 
  
  Thank you for your response here, the Shop app is a platform created for store owners to use in the same way that the general platform is used to build a live website. Shopify has no hand in the day-to-day running of a store and its use of the application. The details about the order process itself are conducted by the store in question and it is their responsibility to communicate with the customer through the **** app or alternatively through their webpage. 
  
  When stores use the Shop app, they are subject to internal reviews to assess their eligibility of use and submitting complaints through shop app support is critical to these reviews and the potential removal of a store from their use of the **** app. If you were unable to submit a complaint via the Shop app, I will escalate this to their team for review on any issues impacting a customers access to the support channel. 
  
  Regarding the seperate email sent to you to review next steps to resolve this issue, we spoke beginning of last week in support request ********. In this interaction, you requested I add the above information to the public BBB portal. As mentioned, Shopify cannot refund or cancel an order on behalf a store. We advise to reach out to the store directly for an update or refund and if this is not possible please escalate to your banking institution and outline the situation. 
  

  Kind regards, 

  **** | Shopify

  
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21878245
  
  I am rejecting this response because: 
  
  Dear ****,
  Thank you for your continued response. However, I'm still deeply dissatisfied with the lack of accountability from Shopify in this situation.
  

  You repeatedly emphasize that Shopify does not interfere in the day-to-day operations of individual stores, including their use of the Shop app. However, the issue here is not the store's operations but the lack of customer support provided through the Shop app, a Shopify-owned platform.
  

  You mention internal reviews of stores using the Shop app, but what recourse is available to customers when these reviews fail to prevent fraudulent activity? If customers are unable to submit complaints through the app, as I experienced, how can Shopify effectively evaluate and address potential issues?
  

  Furthermore, claiming to have no hand in the order process is disingenuous when payments are processed through Shopify's own app. This creates a reasonable expectation of customer support, which I have been repeatedly denied.
  

  While I understand Shopify cannot directly refund my order, I urge you to reconsider your stance. Your platform facilitated this transaction, and when the store disappeared after being suspended from Shopify, it left me with no way to contact the seller.
  

  My bank has explicitly advised me to seek resolution from Shopify, as the transaction occurred within your app. I am not alone in this experience, as numerous other customers have expressed similar concerns on platforms like Trustpilot.
  

  I hope Shopify will take this complaint seriously and reconsider its approach to customer support in cases where fraud or misrepresentation occurs on its platform.
  

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

• Initial Complaint

  Date:19/06/2024

  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.

  Hi,Our stores have been deactivated without any notice, and for no apparent reason.I kindly ask you to reactivate them as they were processing payements (~5000 per day) and this sudden suspention causes a great predjudice for our company. Our clients are waiting for their orders and we need to have access to our shops ASAP in order to send the remaining orders and process the payements. We cannot ship nor provide the service our clients paid for if we do not have access to our website's data. This means we can be prosecuted by our clients, because of Shopify's irresponsible and arbitrary actions. We run ads mainly on ****** Shopping and they have been approved by ****** too.We provide all of our company details ou our shop (please see our ********************* and we can provide every document you require. Shopify decided to closed ALL of our stores, totally arbitrarily and without ever asking for any documentation whatsoever, which we would have kindly provided. They said they had detected we were in violation of a so called "Section 7", which we thoroughly checked and this is totally wrong, as we do not enter any of the forbidden categories. We were selling many kinds of products, and our shopify URLs we would like to be immediately reactivated are :- Ivycc4b89-a9.myshopify.com -Spa Spcialistes058924-72.myshopify.com -Jardin Gourmet7935ca-3e.myshopify.com Also, I would like to ask to be upgraded to the SHOPIFY PLUS plan, at 2300/month, when the store gets reactivated. We now want a premium support, since basic support is totally inadequate and non-professional However, if no action is taken on Shopify's end to solve this, we will have no other choice than to take legal action against Shopify *** and ask for financial compensation. The prejudice caused to our brands is enormous and we are already talking with our lawyers about a possible resolution if this goes to court.We hope you understand our position,Regards

  Business Response

  Date: 24/06/2024

  Hi ******,
  
  Im ****, a Support Lead here at Shopify. 
  
  Due to the public nature of the BBB I can't share account specific details here, but I can share some additional context and information that should be useful to you.
  
  If you have a store which has been shut down, you should have received an email from one of our specialist teams that you can reply to with your specific questions and your request to appeal the decision. This email usually has a ticket ID which is a long string of numbers and letters.
  
  It sounds from your complaint that you didn't get a request for information or documentation when it was closed, but you should have received it now. Your best way forward will be to provide any of the requested information you can, if you haven't already. You can also reply to that ticket if you have any questions or concerns.  
  
  In most cases, it will take a few business days for the specialists to reply to inquiries emailed to them. Let us know if you have any further questions around this.
  
  Kind regards,
  
  ****
  Shopify Support Lead

  Customer Answer

  Date: 24/06/2024

   
  Complaint: 21873723
  
  I am rejecting this response because:

  I have provided ALL the documents that was asked of me, including video of my stock, supplier agreement, ID etc... And my store remained closed. 

  This is completely absurd, and I will move to wordpress if you do not reactivate my store promptly. 

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

  Business Response

  Date: 27/06/2024

  Hi ******
  
  I appreciate your reply.
  
  In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to reject businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why merchants are allowed to appeal the decisions and submit supporting documents to assist in reassessment. If documentation is not provided, or the documents provided are insufficient to show that a store poses a supportable level of risk, the store cant be reopened.
  
  For security and privacy reasons, specialists are unable to divulge specific details around their reviews and investigations.
  
  Kind regards,
  
  ****
  Shopify Support

• Initial Complaint

  Date:19/06/2024

  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.

  Shopify allowed someone named ******************* to set up an fraudulent store using my personal email. Which means they do not use email verification. Big red flag. Now I receive daily emails about my store asking about deposit verification and incomplete downloads, etcHave reached out daily for over a week to try to contact a person. I keep being asked to set up an account with ******************** to partake in the chat. I do not want to set up an account with a shady business who doesnt seem to care that they are allowing illegal business to happen on their website. I dont know what Shopify is but would stay far away from becoming a customer. I no longer want my email address to be associated with Shopify.

  Business Response

  Date: 20/06/2024

  Hi *****, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for bringing this issue to our attention. I recognize how frustrating this situation can be, and Im happy to look into this. 
  
  Firstly, I want to assure you that Shopify takes security and the protection of personal information very seriously. For some context, Shopify is a commerce platform that enables individuals and businesses to create and manage their own stores. We are committed to providing a secure environment for all users. It is possible that the person who signed up using your email address did not have any ill intent and that the email address was used mistakenly. 
  
  If you would like to have your email address erased from our system, you can submit a request through our Privacy Portal by following this link: ***************************************
  
  Additionally, to address your concern about contacting us, please note that you can create a live chat with our support team without needing to sign up for a store. You can access our support chat directly through our *********** here: help.shopify.com
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us.
  
  Thanks, 
  
  ***** | Shopify Support Lead 
  

• Initial Complaint

  Date:18/06/2024

  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.

  My payouts have not been sent in over 2 weeks ! Just a bunch of money sitting Ive done so many chats ! They say the same thing ! Someone will look into and we will email you ! Nobody has sent me an email and its no reason i should have to wait for my own money when i need this to fund my business ! Like this is ridiculous! They keep saying its no issue then WHY ISNT MY MONEY MOVING ! But they definitely keep trying to take money for them monthly payments ! When i need my money to even pay them ! This is frustrating and Ive been seeing this complaint many times with them so something is going on ! They are intentionally ignoring us and not sending us our money !

  Business Response

  Date: 25/06/2024

  Hello Tayuania, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulties with your payouts. 
  

  I have had a look at the account and I see that a payment has been released to you on June 20. If it has not already done so, this payout will reach your bank account in the next few days depending on your banks processing times. If you have any other questions or issues please feel free to contact our *********** and our Support Advisors can help you instantly. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:18/06/2024

  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.

  They charged me $128 instead of $40 two months in a row. I cant cancel it or get ahold of any customer service. Even the bot is useless. I would like a refund. I dont even get sales on there. All I get is a bunch of emails trying to upsell me. The company sucks!

  Business Response

  Date: 19/06/2024

  Hello ********,
  

  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the unexpected charges on your bill, and I am sorry to hear you were unable to reach our live support channels.
  
  As per Shopify's Terms of Service, Section 5.10, Shopify does not provide refunds; however, our support team can help you with explaining why the bill is higher than expected and how to lower it. Please visit the following website to chat with our 24/7 support team: ********************************************************* log in to continue. If the initial support bot is unable to assist with your request, please type that you would like to speak with our live support team, and you will be placed in a queue for the next available support advisor.
  
  Best regards,
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:18/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Shopify Inc. regarding the excessive hold on my payouts totaling $146,568.96 USD, which has been in place for over two months. Despite maintaining a chargeback rate of under 1%, Shopify's Merchant Trust Team cited chargeback risks as the reason for the 120-day hold, with funds scheduled for release on September 5, 2024. This hold has severely impacted my cash flow, hindering my ability to fulfill orders, pay suppliers, and cover operational expenses. My attempts to resolve this issue through Shopify's support have resulted in generic responses, reiterating policy without addressing the urgency of my situation. I request the immediate release of the held funds to ensure business continuity, or at least a detailed explanation of the specific risks identified and a reconsideration of the hold period. Additionally, I seek compensation for the financial and reputational damage caused by this prolonged hold and urge Shopify to review and revise their risk assessment and fund-holding policies.

  Business Response

  Date: 19/06/2024

  Dear ***,
  
  I hope this message finds you well. My name is *****, and I am an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payouts and the amount held in reserve. I appreciate the detailed screenshots you provided of your ticket with our Merchant Trust Team.
  
  I understand the significant impact that the amount held in reserve can have on your business operations. However, upon setting up your Shopify Payments account and utilizing our services, you agreed to the Terms of Service for Shopify Payments. According to these Terms of Service, Section C.4, Paragraph 3:
  
  "You agree that: (i) you are not entitled to any interest or other compensation associated with the funds held in the Reserve Account; (ii) you have no right to direct that account; (iii) you have no legal interest in those funds or that account; and, (iv) you may not assign any interest in those funds or that account."
  
  Based on the email you included with your message, our Merchant Trust Team has indicated that they will be your primary point of contact for all matters mentioned in their correspondence. For further assistance and any additional questions you may have, please reach out to them directly using the email associated with ticket number eeabd8d4-055a-4b70-accd-520bb64acc9b.
  
  Thank you for your understanding and cooperation.
  
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:17/06/2024

  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 a shopify account. I am trying to get access to my account, but I cannot speak with a live agent and their automated service keep logging out of my complaint. I have not been able to log into my my account for 4 months, I am not sure if it is active or not, they have taken thier normal fee from my account. I just want to access my shopify admin account and I am not able to. I would like to speak to a real person regarding this issue. Attached is a picture that shows what it says everytime I log in. Even when I use private browser, incognito and also have reset my password. At this point I need to speak with someone regarding my account.

  Business Response

  Date: 24/06/2024

  Hello Rashedah, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having issues with logging into your store. 
  

  I do see that our Support Advisors have taken all the steps needed to remove any blocks on your login on ticket # ********.  If you are the store owner you can put your email address into this link - ************************************************************************************************************************ and it will help you log into the store. If you are not the store owner and are still having difficulty you can speak with the account owner and they can work with you to log back in. 
  

  You can always contact our *********** if you still have questions. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:17/06/2024

  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.

  My account ******************* The funds have been suspended and frozen for over 120 days, and the frozen funds have not been unfrozen. Please verify.

  Business Response

  Date: 17/06/2024

  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 continue look into this 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: 25/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:17/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account on ******************** for $1 a month to sell my books. I did not sell books. I tried to cancel several times. Then I noticed two billing statements. It is impossible to cancel the account. I canceled again. Or to reach any support. Billed $105 in May and June.

  Business Response

  Date: 25/06/2024

  Hi ******,
  
  My name is ***. I'm a Support Lead here at Shopify, and I'll be glad to help you with this.
  
  Before delving deeper into your inquiry, I want to acknowledge any challenges or delays youve encountered. Your experience is important to us, and we are here to assist you every step of the way. Since youre 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 Ill reach out to you via a private email to assist further.
  
  I look forward to your response.
  
  Kind regards,
  *** | Support Lead