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:22/05/2024

  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 had a ****** workspace business email which got permanently deleted when ****** chose to refrain from being the domain provider. This email is the one i used for my shopify account. I tried to delete the account but it wants to send the verification code to the permanently deleted email. I click no access and it still wants to send the code there. I contacted support who claims they can't remove my personal info and delete the account without me logging into the email. They provide no other way around login when you no longer have the same email address. This is wrong, my information is sitting there on there servers waiting for another data breach to happen. This is something i'm trying to avoide because my information has been breached before. I have all information pertaining to my account that they claim the only way to verify is to log in. They see that i'm giving them the right info and still refuse to delete the account. They're data hoarding just to sell information. I want the account permanently deleted. I tried the trial and didn't continue moving forward. There's no reason these days to have verification only tied to an email. We must provide our address and all when signing up.

  

  Business Response

  Date: 30/05/2024

  Hi ******, 
  
  My name is ****, I am a Support Lead here at Shopify. 

  Thank you for sharing your recent support experience with us regarding the recent difficulties you've had removing your account information with Shopify. Here at Shopify we have proof of identity requirements when removing account information, this is for the security and safety of our Merchants. With that being said, I can understand how not having access to the trail sign up email proves an added barrier to having the information removed. 
  
  Given the public nature of BBB, I have sent through a seperate email to discuss next steps in this request. 
  
  Speak soon, 
  **** | Shopify 

  Customer Answer

  Date: 30/05/2024

  I'm not sure y'all understand what it means to PERMANENTLY delete a email address that's associated with my permanently deleted ****** workspace business account which i can no longer ever in my life reactivate. Stop insulting my intelligence telling me to reach out to ******. I no longer have the business account. If i send identification will y'all  delete it right away? I do not want my information on your server, i'm no longer a customer. I'm not understanding all the hassle over needing to house someone's personal info unless it's being sold. Can you explain how do i get this account back, the one that's listed on the shopify account that i need to get the verification from with no other account retrieval options on your end.
  

  

  Business Response

  Date: 03/06/2024

  Hello ******, 

  Thank you for your comments and additional questions, I have responded to you with next steps in our open email chain. Please note that we require identity authentication on all accounts before any data is removed/deleted from the platform, this is for the security of our Merchants. I have sent through some additional solutions in our email thread given the unique circumstances of this case. 

  Speak soon, 

  **** | Shopify 

• Initial Complaint

  Date:21/05/2024

  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.

  Shopify pulled the plug of my site santasantinagatta.com when I have paid the service three years in advance.I have reached out till I am blue in the face and they got rid of their phone service.Also none of the chat reps can help me put my site back on-there is absolutely no reason for this.its my business and its paid for and its not availible for who know what reason Can you help me get this ironed out as all the employees at Shopify are in ***** or around the world and cannot get this simple thing done.I am asking for a few months free for the lousy service and incompentence.Lack of phone support and lack of knowledgable workers who can do something instead of just shuffle calls around.

  

  Business Response

  Date: 27/05/2024

  Hello Santa, 

  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your store showing as unavailable. 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 and I would be happy to continue looking into this. 

  Thanks, 
  
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 27/05/2024

   
  Complaint: 21740135
  
  I am rejecting this response because:this person who suppossedly healing is sitting in her chair to lazy to call me ************ and the system is so bad that it cannot find me. 

  I have been a client for years and they are so messed up and confused they are to lazy to do some work like call me or get someone who knows what they are doing to get me back on site for a service I paid for in advance. This person offers  no solutions but is just shuffling my request. 

  www.santasantinagatta.com -  changed recently. 

  www.gavaugallery.com  original name. ( see I did your homework)

  I want the month of May credited. and my site reinstated because the service has been paid for. and whatever your asking for waived for your mistake and lazyness. Right now my site is off and this is causing me loss of revenue and loss of reputation this is a serious offence on Shopify's part because its a Ottawa based company that is out to lunch. (I am from ****** too)
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 28/05/2024

  Hi Santa, 
  
  Thank you for providing this additional information, I recognize the urgency of having your site up and running. Phone support is not something that we are currently equipped to offer, however I am more than happy to help you out with this request over email. 
  
  The reason why I have sent you the email on ticket #******** is because we need to verify you as the account owner in order to disclose any information about the store. This is for your own security and to ensure that I am not discussing important details of your account with an unauthorized person. In order for me to verify you as the account owner, please respond to the email I sent you with the following information:
  
  -Your first and last name
  -Your full store URL ending in myshopify.com
  -Note: the response to the email must come from the email address associated with the account (you can do this by forwarding the email to your account holder email address and responding from there)

  While I appreciate you sharing the domain of the store, we cannot verify your account without the above information being sent directly from the account owner email address. We take the security of our merchants very seriously and we have a specific process that we need to follow in order to verify that you are the account owner.

  Once I am able to verify you as the account owner I can take a look into this for you.
  
  Thanks,
  
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 31/05/2024

   
  Complaint: 21740135
  
  I am rejecting this response because:you have not justified  the lack of professionalism from shopify. My site is prepaid meaning there was no reason to pull the plug on my site.

  How long does it take for shopify to do what is right here* this is the BBB and you want to validate me as a stall. Come on *you think this is all a joke as you sit in your clouds.

  My site has been off the air for who knows shopify has left it MIA * this is my business. You have my name, and website and everything you need to put it back on the air*your stalling * beside can I get someone who knows what they are doing?

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

  Customer Answer

  Date: 31/05/2024

  
  Complaint: 21740135
  
  I am rejecting this response because:you have not justified  the lack of professionalism from shopify. My site is prepaid meaning there was no reason to pull the plug on my site.
  
  How long does it take for shopify to do what is right here* this is the BBB and you want to validate me as a stall. Come on *you think this is all a joke as you sit in your clouds.
  
  My site has been off the air for who knows shopify has left it MIA * this is my business. You have my name, and website and everything you need to put it back on the air*your stalling * beside can I get someone who knows what they are doing?
  
  
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 31/05/2024

  Hi Santa, 
  
  I want to acknowledge that this is a difficult situation to be in and that having your store up and running smoothly is important for your business. Ive had a thorough look into the store, and *** found the reason why the store is showing as unavailable. That said, we cannot disclose any details about the store to an email address that is not connected to the account. Therefore, *** sent a new email to the account owner email address that we have on file with the next steps for getting the issue resolved. 
  
  Please have a look in the inbox of the account owner email address and respond to the email with the ticket number ******** in order to move forward towards a resolution. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21740135
  
  I am rejecting this response because:I need a supervisor to take charge of my repeated request for service for which has been paid for in advance. I need someone who is able to help instead of shuffle my situation. 

  I need someone who can recompense me that my store is taken off air. Where is the professionalism where is the accountability?  Someone has to be able to do something?

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

  Customer Answer

  Date: 04/06/2024

  Complaint: 21740135
  
  I am rejecting this response because:you have not justified  the lack of professionalism from shopify. My site is prepaid meaning there was no reason to pull the plug on my site.
  
  How long does it take for shopify to do what is right here* this is the BBB and you want to validate me as a stall. Come on *you think this is all a joke as you sit in your clouds.
  
  My site has been off the air for who knows shopify has left it MIA * this is my business. You have my name, and website and everything you need to put it back on the air*your stalling * beside can I get someone who knows what they are doing?
  
  
  
  Sincerely,
  
  ********************************************

  Customer Answer

  Date: 04/06/2024

  From the CONSUMER:
  Sent 6/3/2024 10:44:01 PM
   
  Complaint: 21740135
  
  I am rejecting this response because:I need a supervisor to take charge of my repeated request for service for which has been paid for in advance. I need someone who is able to help instead of shuffle my situation. 
  
  I need someone who can recompense me that my store is taken off air. Where is the professionalism where is the accountability?  Someone has to be able to do something?
  
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 06/06/2024

  Hi *****,
  
  I appreciate you responding to the email I sent to the email address we have on file so that we could authenticate you as the account owner and proceed with a resolution. As discussed in our recent emails, the issue has now been resolved and the domain is up and running.
  
  Best,
  
  ***** | Shopify Support Lead
  
  

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21740135  

  Shopify has grown to large and cannot deal adequately with all its customers in a manner that they boast and pitch. They promote false hopes and false expectations with little to none results often making clients pay through their nose for this false hope of income through a store.

  There is no support, no phone support and little help because though Shopify makes billions of dollars it does not have a address where you can go and visit and do business- Shopify Ottawa address does not accept walk ins and nor do they call back their customers. Everything is done via chat- which is very frustrating if one encounters issues that requires a back and forth. 

  This is a monster that needs to be taken down for good. I suggest Wix or any other similar product because Shopify has lost touch with reality and customers. 

  Another very serious issue is that Shopify does not properly help those who know these facts in protecting their personal information and content in a manner that is user friendly when switching services, Boo to the president and owner ****** for running away with our profits, doing very little to increase the actual revenue of our investment.                     
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:21/05/2024

  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.

  May 9-18th, 2024 Shopify Payments, a key component of the Shopify e-commerce platform, serves as a payment processor for businesses. To establish an account, they request basic company information and forms. Once approved, they handle transactions for a percentage of sales. Unfortunately, like many other small businesses, my experience reveals concerning incidents.Upon opening our second store and completing all necessary verifications, we gained approval for Shopify Payments. However, after several transactions, I discovered that over $6,000 of our funds were unexpectedly placed on hold without prior notificationleaving me in a state of financial limbo. Despite reaching out through Shopify's chatbot system, designed to handle such matters, I found it severely lacking in addressing serious financial issues.Days have passed with minimal response, and my funds remain unjustly withheld. This delay and lack of transparency not only frustrate but also violate legal standards.According to the US *************** Transfer Act (EFTA) and Regulation E, payment processors must disclose terms for withholding funds and promptly resolve related errors. Shopify's failure to adhere to Regulation E, particularly Section ****** mandating prompt error resolution, violates consumer rights.Furthermore, withholding funds without valid cause or clear communication falls under Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), regulated by the ************************************ (CFPB). Shopify's actions squarely fit this category, exposing them to legal repercussions.Upon Shopify's eventual response, they inexplicably requested documents already provided, signaling either negligence or a deliberate delay tactic. After resubmission, confirmation of the account's "good standing" promised payment processing. However, within minutes, another hold notification appeared, blocking both incoming payments and payouts.Despite persistent attempts to contact Shopify Customer Support, responses have been vague and inconclusive, even after supposedly escalating the issue.To compound matters, upon browsing Shopify's Community Forum, it's evident that numerous small businesses face similar challenges, causing severe financial strain. Attempting to shed light on legal obligations, I noticed Shopify deleting posts containing pertinent informationsuggesting complicity in suppressing crucial details regarding their fiduciary responsibilities.

  

  Business Response

  Date: 30/05/2024

  Hello Moana, 
  
  ****** here, an Operations Lead at Shopify. 
  
  Thank you for sharing your feedback regarding your experience with your Shopify Payments review. To provide some additional context, Shopify Payments reviews can occur at any time, in order to ensure compliance with our Shopify Payments Terms of Service which can be found here: *************************************************************. Accepting these terms and conditions are required upon activating Shopify Payments as your primary payment gateway. 
  
  For any additional questions specific to your case, we kindly ask that you respond to Ticket ID ************************************, as our Merchant Trust team is best equipped to provide additional details. 
  
  If you have any other questions or concerns, please let me know. 
  
  All the best,
  ****** | Shopify Operations Lead

• Initial Complaint

  Date:20/05/2024

  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.

  Here is a copy of the email I attempted to send to Shopify today. Their support email address is no longer accepting submissions. The ticket # is: ******** I've spent hours online chatting with pleasant advisors who seem to have their hands tied when it comes to finding someone who can help me. I've been told my requests have been "escalated" to the internal team several times. Still no response. There is no way for me to follow up with anyone...ever. So I have to explain and restart the process every time. I am a longstanding Shopify vendor with ZERO issues. On January 2nd of this year, my brick and mortar shop experienced a catastrophic flood, causing temporary closure. While closed, I rebuilt my Shopify website on the backend (still under my same original Shopify account); connected it the SAME payout account I had been previously using. I reopened on 4/20/24. On my end, it says everything is verified in order to receive a payout and I'm waiting on Shopify to release my funds from "pending status" and pay me out. I have not received a single payout. I have reached out to the customer chat multiple times...and NOTHING. There are no other ways to reach out to Shopify. I am at their mercy of waiting...and waiting. I cannot continue to float my small business. I am owed more than $15K.Furthermore, I am not being told what the problem is or how to remedy it. No guidance or help offered to me whatsoever. This is absolutely UNACCEPTABLE. I pay a high percentage of each transaction to Shopify. I paid a LOT of money to invest in the full Shopify set-up to ensure a smooth process. I spoke to another representative again today who once-again assured me they would "mentor" my account. Here is the ticket number for that one: ********. I need to hear back URGENTLY. I need to be paid out URGENTLY. PLEASE, I am begging for this to be remedied ASAP. --Thank you, *******************

  

  Business Response

  Date: 28/05/2024

  Hi *****,
  
  My name is ********, I'm a Support Lead here with Shopify. Thank you for taking the time to share your concernes with us, I regret to hear of your experience. Upon looking into the matter, I noted that there was a successful resolution and it appears that there are no open matters on this topic, which I'd deligted to see.
  
  Wishing you all the best

  ******** | Supprt Lead

• Initial Complaint

  Date:20/05/2024

  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 used shopify for my business to reach customers. ******************** took the payments from customers to me and took a percentage. Now they refuse to payout my remainders. They took the money customers paid me and they refused to give it to me. I have contacted them multiple times yet they keep saying ***** hours. It has been over 8 days and no update.

  

  Business Response

  Date: 27/05/2024

  Hi *****,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order to review your account as well as the previous support provided in regards to the status of the payouts, 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 

• Initial Complaint

  Date:20/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has had a hold on my payouts from our online store through shopify since March 11th of 2023. I was not made aware that these payments were not being made by shopify. These are small transactions in the $20-$30 range, so they we missed when looking at my bank statements.On May 10th I got on a chat with an advisor to change banks that the funds are supposed to be deposited in, and they told me my payables were on hold because I didnt sign up for 2 step authorization. They said they have been on hold since March, which I thought they meant this past March, but after digging into it, it was from March of 2023. I am not sure exactly how much we are owed, but it is over $24,000 dollars. Again, they have never sent an email saying these funds are not being deposited.I was told on May 10th that it would take 24 hours for the changes to take place so I could change banks and get the money that was owed. Again, I thought it was from March of 2024 and the advisor didnt tell me otherwise. I talked to another advisor on May 13th and they told me they would escalate this to the business department with a ticket ID and they would be in touch, by email, within 48 hours. It is now May 20th and I have chatted with an advisor every business day since with no resolution!The advisor I chatted with today said that the ticket was updated on May 16th and the business **** can take up to 5 business days to respond. I believe it is shopify's practice to keep as much of a customers money, for as long as possible so they can make money with other small business owners money.I would greatly appreciate any help the BBB could give me in getting this taken care of. Please also let me know if there is any legal recourse I can take? The dollar amount below is not what we paid, but what they owe us.Thanks you

  

  Business Response

  Date: 29/05/2024

  Hi *******,

  My name is ********, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experience here with us. There's an existing #******** ticket where we're collaborating with you regarding the challenges you've ben ********************** noted that we have not received a response from you regarding the guidance provided on Friday, May 24, 2024.  Please ensure to continue collaborating with our Support on the ticket mentioned above as that will ensure that the matter has been resolved.
  
  Kind regards,

  ******** | Support Lead

• Initial Complaint

  Date:18/05/2024

  Type:Delivery 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.

  Payments on hold. I created a store in April ********************************************************* May. We sell camping trailers and our minimum order is usually over $7,000.so even a single order is a lot of money vs. most other typical Shopify/e-commerce stores typical cart order. We currently have a pending payout of over $8000. Payout has been pending for over a week. Ive raised 3 separate tickets and each time the agent says they dont have any insight into payout pending statuses other than some other teamwhich they have no insight into and are unable to connect me with.is working on it. So some other team is working on it but they cant give me an update and I cant talk to them. I was also told I should receive an email asking for more clarifying info but I still have not received an email asking for that info. Ive had 2 agents tell me thatstill no email. One of my tickets was escalated days ago and there has been no response on that ticket either. Shopify support, for the stuff that is important (like getting paid) is non-existent. If I would have read these reviews and complaints before I set up my store I would have chosen one of their competitors. I find it interesting that many ad services ********************** require a phone number displayed on your website in order to serve adsyet Shopify does not have a phone number you can call. How is that allowed?

  

  Business Response

  Date: 23/05/2024

  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

  
  

  Customer Answer

  Date: 23/05/2024

  My payout delay was resolved a few days after I made this complaint.

• 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: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.

  ***** is playing games with me and patronizing me talking down to me like I am stupid. I went to reactivate my account I was under the impression I was only going to pay $158 to restore the account. The representative did not clearly explain that I will be making two payments of $118 to restore my account and that I also had to pay an additional $97 for the domain. Upon trying to pay the $97 issue with the merchant for some reason, shopify is not allowing the payment to process. My bank has approved the payment multiple times and theres an issue on the merchants end. I need this issue cleared up as soon as possible so that I can regain access to my store and I dont need the tones or smart remarks from ***** anymore who has also become unresponsive.

  

  Business Response

  Date: 21/05/2024

  Hello Saladin, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you were having difficulty reopening your store. 
  

  I had a look at your store and the invoices in question. The outstanding balance became two balances of 118 because there was a previous balance owed and then once the store was reopened the new current balance became due for the current month. The two Apps that you have on the store also charged instantly as normal and I am sorry that you feel this was not made clear to you. 
  

  The payment is now complete and the store is open so if you have any other questions please feel free to contact us through our *********** at any time. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:14/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a bad debt coming from *** which turned into collection and has not been resolved. The debt invoice is from Shopify, I have not made any purchase through this website besides trying the website for a free 14-day trial which has ended and I have deleted my account. I reached out to Shopify around February to locate why I have an invoice coming from the company. I was able to get a hold of chat support and showed them of invoice of the origin of the debt addressed to them. They were having a hard time as they were also unable to locate it. They said the higher up would do more investigation to the bottom of the problem and reach back for an update, No getting back OR any update. In fact, after that incident, the website has changed and I am unable to reach them there is no chat service, no customer support, and no follow-up to the case. I want a solution and settle for a debt that is not mine. I have no idea who ************************* and ********* who is the sender and receiver of this debt They're sending the invoices thru my biling address. I want shopify to settle the debt with *** in writing that it is not my purchase. *** account number account#*************************** ticket issue; ********

  

  Business Response

  Date: 21/05/2024

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having difficulty with a charge you are receiving. 
  

  I had a look at our system and I do not see any account with either of the email addresses that you have mentioned here. Security is paramount at Shopify and without the Account Owner email address or a .myshopify.com URL of the store we cannot look at any information. Due to this I have sent you a separate email to help us get your issue resolved. Please respond to that email directly and I will help you to the best of my ability. 
  

  Regards
  **********;