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:05/06/2024

  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 have been charged for 5 months by Shopify starting in January 2024 and have been contacting them ever since trying to find out what website the charge is related to. I was told last month that I would be getting a refund, however it did not hit my account and another charge was made on 5/27. I emailed 8 times and talked to 4 customer reps over chat - all of them said my claim was being escalated and I would receive a note from a manager. No manager has ever contacted me and now I'm out over $100 for no services at all. I have no active websites.

  Business Response

  Date: 06/06/2024

  Hi ****,
  
  My name is *****, Im a Support Lead at Shopify. I recognize that being charged for a store that you arent currently using is something that youll want to have resolved as quickly as possible, and I appreciate you bringing this to our attention. 
  
  Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly with the requested information so that we can continue looking into this. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  
  

• Initial Complaint

  Date:04/06/2024

  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.

  I made a purchase using Shopifys shop app application, I used my credit card to purchase a set of pots and pans on 5/15/24, however when I reached out the merchant asking for a tracking number I received an email response that the merchants email does not exist, never existed, or had been closed. I then went back into the app to see if theres alternative methods of contact but Shop App completely removed the merchant from their marketplace (most likely due to high rate of scams and fraud). Shop is telling me I have to contact the merchant for a refund, but that is literally impossible and I have no way of getting my money back. Shop should be liable for screening their merchants to ensure theyre legit stores before allowing consumers to make purchases. If they dont perform due diligence, theres no consumer protection, so how dont get my money back? Please step in and make this right.

  Business Response

  Date: 06/06/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I'm sorry you had to experience something like this. I too have fallen prey to the perils of doing business in the online world. Sadly this is something Shopify cannot prevent despite our extensive onboarding processes. Fraudsters come in all shapes and sizes and many appear in cunning disguises. 
  
  I can see our Shop Support team have provided extensive information on this situation via emails to you today. I would just to add the following. 
  
  In regards to the Shop app I wanted to share with you our public help document that stipulates everything a store must have in order to be eligible for Shop. Please check out the document at this link here: ************************************************************************************. If a merchant meets these requirements then we consider them eligible. Behind the scenes our system is constantly performing all sorts of magic computer stuff to make sure the stores remain compliant however one thing we've not yet managed to develop is the ability to determine what is going to happen in the future. 
  We have no chance in determining what is happening in a merchants personal life and whether this will impact their store. Will they need to close for personal reasons? Have they somehow breached our polices and we've shut them down? So many different factors come into play and we can't predict these. 
  
  We'd love to be in a position where we don't have stores that close however it happens, every single day. Would we hope they are honourable and either provide the purchased product or a refund? Absolutely we would! Is the world such a place where this is likely to happen? Unfortunately not. We can't make predictions on human behaviour. 
  We do everything we can to vet all our new merchants however like any ecommerce platform or even any mall owner, not everyone turns out to be the right ones. 
  
  I want to stress, we absolutely do not condone any type of fraudulent activity on Shopify. I understand you've already filed a claim with your bank which will trigger a notification internally, which we can use to investigate the store as needed. We will take a look into the stores activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.
  
  I wish you all the best. 
  
  Kind Regards
  
  Jef - Operations Manager | Shopify 

• Initial Complaint

  Date:04/06/2024

  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.

  It appears that this company is involved in identity theft, because I do not have a Shopify account, but then I receive such things as text messages telling me to enter a code to log into shopify. But I am not a business owner and I didn't apply for a shopify account so I don't know why someone is trying to get me to log in there. Someone must be using my information for their shopify account.

  Business Response

  Date: 04/06/2024

  Hello *****,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  In order to get a better idea of what data of yours may be being used, would you be able to send us some screenshots of the communications that you are getting from Shopify? For example, a screenshot of the text messages you are getting would be super helpful for us to look into next steps. If you are getting anything other than text messages as well, please also include those.
  
  Additionally, we have our Privacy Controls page here, which allows you to submit data erasure requests for your personal data. This is certainly something you could do, but I think it would be beneficial to still send us the information requested above, just so that we can look into the issue more directly.
  
  I look forward to your response and any additional context you can provide.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:04/06/2024

  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.

  An account was set up with Shopify. I expected a lower fee ($1 vs $105). When I discovered the high price, I contacted customer service to cancel. I gave them the transaction number, my name, and my credit card. I was told they could not find my account without an email. My emails were not valid. I asked why they could not cancel with the information they were using to bill me. I removed the payment method (PayPal), but they still found my credit card number to bill me again. I made complaints with my credit card, but Shopify found my information to prove to my credit card the charge was correct. They found my account information when it was convenient for them to bill, but not for me to cancel the account. I had to cancel my credit card and get a new card to stop the charges as they refused to allow me to cancel the account.

  Business Response

  Date: 04/06/2024

  Hello ****,
  
  My name is *****. I'm an Operations 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.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 22/11/2024

  Calendar Year 2024 - $105/m - $315/yr (attempting to charge again) - Nothing, I did not sign up with my email address, but they keep charging my credit card - Shopify will not cancel this account and continues to charge me. Attempts were made by phone, email, and changing of credit card number - The business refused to cancel the account or stop the charges to my credit card. They had my name, credit card information, transaction dates and transaction numbers and told me they could not cancel the account without a valid email address. The email address on the account WAS NOT MINE. They refused to help me and when I created fraud alerts on my credit card, they sent documentation of a contract; however, they refused to give me the same information. They forced me to pay even though I tried to cancel the account. I had to receive a new credit card to stop the charges. - Shopify found my NEW credit card somehow and attempted charges again in 11/20/2024. Shopify no longer has a phone number to call. They force the public to use an online system that will not put you in touch with customer service representatives, but they expect you to sign in with an email address to access your account. The email address is not mine. I don't know who it belongs to, but I tried to write it, and it says it is not a valid email address. Summary: Shopify refuses to help. They denied account closure. They denied information about the account, but have no problem charging my credit card. They fought with my credit card company to keep the money at the first of 2024 and they did keep it. They have no one to contact and resolve the issue. They found my new credit card and are attempting to charge it. This is a fraudulent company.

  Business Response

  Date: 26/11/2024

  Hi ****,

  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your billing.
  
  For some context, billing takes place automatically each month after youve entered your payment information on the store. Once your billing information is entered, our Support team is not able to view the credit card information in the system for security reasons. In order for our Billing team to stop the charges, we require you to provide specific information so that they can locate the charge and remove your payment method. On June 4, 2024 we sent you an email to request this information but did not receive a response.
  
  For your privacy, I have sent you a new email with the ticket number ******** where you can provide the necessary information to cancel the charges on your store. Please respond to that email directly so that we can continue looking into this. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 01/12/2024

  Complaint: 21799861
  
  I am rejecting this response because:
  
  I attempted to cancel this account multiple times.  The company refused to cancel the account  I do not have access to the email address the account was opened in, it is NOT my email address.  ************ continued to charge my account, refusing to accept my name, transaction number, card number or any information other than an email address. I asked them to cancel, but instead they submitted documents to my credit card stating they had the right to charge me.   Shopify needs to erase my name from their system and cancel everything with my name on it or provide an email address and password so I can. I attempted to cancel in Feb and Mar and this company continues to find my credit card and refuses to cancel the account opened in my name on my credit card. I did not notice the $1 charge for several months, but I did notice the $105/m and that is when they refused to help me, but continues to try to charge me.  Fraud and unacceptable.  How can you find a card and name to charge, but refuse to allow the person information to cancel the account.  Awful.

   Sincerely,
  
  **** ****

   

   

  Business Response

  Date: 11/12/2024

  Hi ****, 

  Thank you for providing more information about this issue, I can appreciate that being billed for a store that you do not recognize would be a difficult situation. To reiterate, we attempted to assist with removing the payment information on file back in June 2024 on ticket #********. We requested the necessary information that our team requires in order to do so, but we did not receive a response from you. That said, as I mentioned in my email to you on December 11 on ticket #********, our billing team has now confirmed that the store is closed and you will not be charged again going forwards.
  
  If you need any further clarification, please dont hesitate to respond to my email. 
  
  Best regards, 
  
  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:03/06/2024

  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.

  I have a Shopify account and contacted someone for assistance today. I could tell that the person was not able to help, so I asked to speak with someone else. They said they were not able to transfer me, but could have someone call me back, though there is no guarantee that they'll call me back. Then they hung up. I'd like someone form Shopify to contact me to assist me. Thank you.

  Business Response

  Date: 05/06/2024

  Hi Wolali, 
  
  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 our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21796239
  
  I am rejecting this response because: I have some serious concerns about the poor customer service at this company. I've asked for someone to call me back several times already. Please, call me so that we can resolve this. 
  
  Sincerely,
  
  Wolali Dedo

  Business Response

  Date: 13/06/2024

  Hi ******, 
  
  Thank you for your response. While I recognise you would like to receive immediate help with your query, we do require further information in order to proceed.
  
  We provide authentication by email due to the public nature of the BBB, we are unable to discuss account specific details here for that reason, which is why we handle this part by email. These further details are required by all merchants to complete authentication so that our team is able to confirm we are supporting the correct store involved. 
  
  As support leads, we do not offer phone support, therefore responding directly in our email ticket 48164438 is the quickest way for our team to assist with your query. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 15/06/2024

   
  Complaint: 21796239
  
  I am rejecting this response because: Thanks for your response. Its not necessarily that Id like to receive immediate help. Since Shopify was not helping at all and not responding to emails, I filled the complaint with BBB to receive help. Will someone follow up with me?
  
  Sincerely,
  
  Wolali Dedo

  Business Response

  Date: 19/06/2024

  Hi ******, 
  
  I recognise that you would like to receive some further assistance from Shopify, I am happy to look into your query previously worked on with our Support team and continue to assist you. 
  
  I have reached out to your email provided in this complaint to further assist you due to the public nature of the BBB. Please let me know if you have not received ticket 48164438, otherwise, quickest way for our team to assist you is by following up in direct ticket.
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21796239
  
  Thanks for your response. I have not received a ticket number #********. How do I follow up with a ticket?

  
  Sincerely,
  
  Wolali Dedo

  Business Response

  Date: 20/06/2024

  Hi ******, 
  
  Thank you for following up to let us know you did not receive the ticket on your end. 
  
  I have sent through another response in Ticket 48164438, please be sure to also check your all other email folders including spam, incase the email has been placed there.
  
  If you still haven't received the email after I have resent the ticket, please let me know right away, so we can be sure we are able to connect with you. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:03/06/2024

  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.

  Shopify fraudulently allowed a charge to be made to a cancelled credit card and then upon contacting them over the issue which was a complete headache to get ahold of someone they proceeded to tell me they were not going to refund me. Then to top it off, they sent me an email stating they weren't going to refund me but provided a link to contact support regarding the matter. That link is broken and I assure you that they very well know they are sending broken links in these emails to avoid having to answer for any bad practices of business. I want my money they stole from me returned and to never be harassed by their service ever again.

  Business Response

  Date: 05/06/2024

  Hi Heath, 
  
  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 our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21794398
  
  I am rejecting this response because:
  

  I want my money refunded, that is it. I don't need a bunch of conversation back door to the complaint regarding the issue. I just want the money that was taken from my account. It can not be this difficult for a company as large as Shopify to do a simple refund. Then you guys make it like pulling teeth to get ahold of you and communicate. Ridiculous.

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

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21794398
  
  I am rejecting this response because:
  

  I want my money refunded, that is it. I don't need a bunch of conversation back door to the complaint regarding the issue. I just want the money that was taken from my account. It can not be this difficult for a company as large as Shopify to do a simple refund. Then you guys make it like pulling teeth to get ahold of you and communicate. Ridiculous.

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

  Business Response

  Date: 05/06/2024

  Hi *****, 
  
  Thank you for your response. While I recognise you would like to receive immediate help with your query, we do require further information in order to proceed.
  
  We provide authentication by email due to the public nature of the BBB. We are unable to discuss account specific details here for that reason, which is why we handle this part by email. These further details are required by all merchants to complete authentication so that our team is able to confirm we are supporting the correct store involved. 
  
  Responding directly in our ticket ******** is the quickest way for our team to assist with your billing query, especially if we need to escalate to our billing team to inquire about a refund.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21794398
  
  I am rejecting this response because:
  
  That support ticket does not exist. Just give me my money back. Its not that hard to figure this out. Put the money back on my card.
  

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

  Business Response

  Date: 19/06/2024

  Hi *****, 
  
  I followed up on your recent invoices and can see that you had received a refund by our Billing & Payments Specialist already in ticket 48289385. You will see the funds back on the original method of payment in a few business days, allowing for processing times. 
  
  Please let me know if you have any further queries. 
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:03/06/2024

  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.

  I am a Shopify Balance customer. I run a website on their platform (www.papajwoodworks.com) selling goods. The payouts from the sale of my goods are deposited into my balance account. On May 25th, someone fraudulently used my Shopify Balance virtual card to make a purchase at ****** Ready Mix in ***********, ******* for the amount of $2319.76. I contacted Shopify support within the hour to report the fraudulent charge. Through the course of the week, they have refused to help me resolve the matter, and when I reach out to seek more information they give me canned responses that have nothing to do with my questions. As the holder of my account, I would expect the following actions from them:1. Freeze/lock my account (they didn't do this, I had to do it several days later)2. As the account holder, investigate the fraudulent charge (they told me they couldn't and I would have to investigate on my own and bring them information)3. Refund the money to my account (they have not refunded my money, nor have they give me a status on this)

  Business Response

  Date: 04/06/2024

  
  Hi *****, 
  
  My name is **** - I am a Support Lead here at Shopify. 
  
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account details within this portal. I have reached out to you via the email address provided with more information. Please respond to ticket ID ******** directly if you have any questions or concerns. 
  
  Thanks, 
  Jack | Shopify Support Lead 

• Initial Complaint

  Date:03/06/2024

  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.

  Hi, my store has a large 6 figure amount stuck in it. The message at the top of the payment page says Your payouts from Shopify Payments are on hold while we review your account.I have been messaging the Support Chat everyday, but they keep giving me the same response We are reviewing it, we moved your case to top priority, please wait 3 business days, blah blah. But its been 4 weeks of waiting, and nothing happening. I am becoming increasingly frustrated and worried because I need this money to pay my suppliers.

  Business Response

  Date: 07/06/2024

  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

• Initial Complaint

  Date:01/06/2024

  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 am writing to file a formal complaint against Shopify, **** regarding unresolved issues related to their subscription and domain services.Nature of the Issue:1.Free Trial and Subscription Cancellation:I signed up for a Shopify free trial at $1/month for 3 months. I cancelled the subscription before the trial ended, using no features except domain acquisition.2.Unauthorized Charges:Despite cancelling, Shopify has repeatedly attempted to charge me over $400. This is extortionate, given I did not utilize any services.3.Denial of Domain Access:Shopify denied me access to domains I legally purchased, citing unpaid charges. I spent hundreds of dollars and many hours researching these domains.4.Inadequate Customer Support:Multiple attempts to resolve this issue through Shopifys support were futile. There is no contact number, and initial resolutions were not honored, leading to repeated charge attempts.5.Fraudulent Charge Attempt:Recently, Shopify attempted to charge $427 to my Discover card without authorization. Fortunately, Discover flagged it as fraud.Impact on Business:Denied access to critical business domains.Financial strain from unauthorized charge attempts.Wasted time and resources trying to resolve the issue.Attempts to Resolve:Repeated contacts with Shopifys support.Detailed issue descriptions and resolution requests.Escalation led to temporary resolution, followed by more unauthorized charge attempts.Desired Resolution:1.Stop all unauthorized charge attempts.2.Restore full access to the purchased domains.3.Formal apology from Shopify for mishandling my ******************* of no future unauthorized charges.Shopifys handling of my account has been unethical, causing stress and financial harm. I hope the Better Business Bureau can help resolve this matter promptly and fairly.Thank you for your attention.

  Business Response

  Date: 02/06/2024

  Hello ****,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out to our team through the Better Business Bureau regarding your concerns about your canceled account and domains.
  
  To begin investigating this matter, I need to authenticate your account. I noticed that you contacted us using the email address ********************** and I have followed up with you via email under Ticket #********.
  
  For the security of your sensitive information, please follow the steps outlined in the email to authenticate your account. Once your account is authenticated, I will proceed with the investigation and coordinate with the Shopify Payments team to assist you further.
  
  If you have any additional questions or concerns, please feel free to let me know.
  
  Best regards,
  Kody | Operations Lead

• Initial Complaint

  Date:31/05/2024

  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.

  Shopify has holded the funds that i have on my account, the funds that i need to pay the supplier with, fulfill the orders , with no real explanation or email to fix this problem, i have contacted their support mutliple times but no real help has been given to me, i have been stuck in this position for a long time, i need this matter to be escalated to their manager asap.

  Business Response

  Date: 01/06/2024

  Hello *******,
  
  I hope this email finds you well.We are writing to follow up on the hold placed on your Shopify Payments payout. Our Merchant Trust Team will need to verify some details about your business and transaction activity to continue supporting your business on Shopify.
  
  To proceed, we require some additional information from you. Please visit the link provided by our Merchant Trust Team in Ticket ID: ************************************ or log in to your Shopify admin to securely upload the requested documents. Rest assured, your documents will be handled securely in accordance with our privacy policy.
  
  If you have any questions or need further assistance, please respond directly to the email associated with Ticket ID: ************************************. Our Merchant Trust Team is best equipped to assist you with this matter.
  
  Thank you for your prompt attention to this matter.
  
  Best regards,Kody | Operations Lead

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21786634
  
  I am rejecting this response because: I am waiting way too long for something that should've been done a long time ago, this matter is seriously affecting my business, my mom's hospital bills that i need to pay , and my life. The *********** Support has been useless, repeating the same sentences for long periods of time, please tell the merchant team to review my account as soon as possible, this is a matter of urgency, i need the payout hold to be removed for my mom to continue her medical treatments, 

  I have sent all the documents that are required and i can give even more proof.

  Please accelerate this matter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2024

  Hello *******,
  I have consulted with our Merchant Trust Team and appreciate your prompt submission of the requested documents. The team has confirmed that your submission has been thoroughly reviewed, and no additional information is required from you at this moment.
  
  Furthermore, the team has contacted our banking partners to initiate the release of payouts for your Shopify Payments account. You can expect any pending payouts to be transferred to the bank account on file within 2-3 business days.
  
  Thank you, and all the best,
  Kody | Operations Lead

  Customer Answer

  Date: 04/06/2024

   
  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,
  
  *************************