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: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 more screenshots of brain dead chat bots. I cancelled my store . I just want my money back every time I ask Shopify for a phone number I can call to spend yet more of my time dealing with this they tell me it's only for premium users so they basically have no customer support for the basic users

  

  Business Response

  Date: 15/05/2024

  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 shall be reviewing your store to determine what has occurred. It sounds to me you either didn't cancel the store or you perhaps have another store you created and forgot about. 
  
  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 some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 16/05/2024

   
  Complaint: 21710468
  
  I am rejecting this response because:
  i have already provided all the information asked for, shopify can refer to their "support" chat logs if they need anything further.  I have wasted enough of my time on this.  I have two stores, both inactive both CANCELLED.  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 16/05/2024

  Hello, 
  
  As per our recent email conversation I have clearly advised that you do in fact have an active store. It's impossible for Shopify to charge an inactive store for a subscription fee. 
  I have asked you repeatedly to provide a screenshot of the information the recovery link process provides, using the email connected to the store however for some reason you've chosen not to do this. You've kept referring back to your recent Support chats where you did provide information. As pointed out several times this information was connected to a different email address and I need the information from the email address connected to your active store. Coincidently this is the same email address you've used to lodge this BBB complaint. 
  
  You've sent me 16 emails today expressing your frustration at how long this is taking to get resolved. As I pointed out this could all have been resolved within a few minutes had you completed the recovery link request I asked for multiple times. It would take only a few minutes to complete and your refund would have been completed already. 
  
  I'm really at a loss to understand why you've chosen not to provide what I've requested. I'm here ready and willing to help yet more time is spent repeatedly asking for your assistance in providing me with what I need. 
  
  I'll repeat what I said above. Shopify does not charge on an inactive store. At some stage you started another store and forgot about it. These things happen. We can cancel the store and process the refund as soon as you provide me with the information I've requested multiple times in our email correspondence. 
  
  
  Kindest Regards 
  
  Jef - Shopify Support Lead 

• Initial Complaint

  Date:13/05/2024

  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.

  Was scammed on their website "Shop" with vendors who look like they've registered with them on shopify. .

  

  Business Response

  Date: 17/05/2024

  Hi *********,
  
  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of the issues around an order you placed on a store, where you didnt receive your items or a refund from the merchant.
  
  For clarity, Shopify doesnt own or run the stores on the platform. Each shop is run by its respective owner and we have strict privacy rules to protect everyones information - that includes both the Merchant account owners and their customers. We can only discuss store details with staff of that store, and we only do that through verified support channels to ensure we dont disclose any personal information to unauthorized parties.
  
  What that means specifically in your case is that we're unable to look into your order information or comment on what may be happening behind the scenes.
  
  Your best bet is to reach out to your card issuing bank or payment method provider, share your experience and ask for their assistance. They will have a process in place to help you with this.
  
  I hope that helps,
  ******** | Support Lead

• Initial Complaint

  Date:13/05/2024

  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.

  Ive had a Shopify store for over a year under my company or brand name QC Consigns late last year November I put my store in vacation mode during my move. Today and a few weeks ago I tried logging back into my account and I went through the steps of logging in and was give a five digit code that was texted to my ***** afterwards I was told because your account has not been logged in for over three months you will need to type in the 10 digit code sent to your email address on file which by the way is ************************* I never received the email with the 10 digit code to get into my store. I even clicked resend twice and never got it . Mind you my store is paid for, for an entire year. Here lies the problem. Ive paid for a store I can not access have product listed in and ads on social media out for !!! Either give me the code to access and open my store from vacation mode or give me my money back !!! Also please note: there are hundreds of complaints in many forums about this same issue with Shopify. They have a **** name ******** giving generic answers but not solving problems. Shopify site gives you the run around their live chat area is a joke and also give generic answers sending through a vortex of foolery. This company needs to get a live customer service center.

  

  Business Response

  Date: 20/05/2024

  Hello Quovardis,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having difficulties logging back into your account. 
  

  Security is paramount at Shopify and making sure your account is protected with these two factor authentication methods will help keep your account safe from potential threats or from anyone with malicious intent. I just want to ask before I take this to our technical team for you to check your Spam folder in your emails in case the codes dropped in there by mistake. 
  

  Due to the public nature of the BBB and the sensitive information we will be discussing I have also sent you a separate email that you can reply to directly and I will continue to work with you to resolve this as quickly as possible. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:13/05/2024

  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 am not asking any monetary reward from the company. I am simply trying to cancel my account and get them to cease billing me and there is no way to contact them by phone. The phone number you have listed for them has a recording that says this number is no longer working and that all service has been transferred over to the online help. In order to access this service you have to log in. I log in correctly and it requires me to use 2 step authentification. I responded to a click funnel sales campaign by a group "*****************************" whom created an ecommerce site for me on the shopify platform for $1 a month for three months. I never was able to get a fully functioning ecommerce site. I am trying to now cancel my account and terminate the billing which they have no problem with in terms of their public posture. However, there is no way to contact them and the technical problems I have are creating a barrier to my being able to contact them as I cannot log in and reach out to them. I am complaining and want resolution from someone who can contact them in an official capacity and put pressure on them to 1. maintain an way to contact a human being at the company and 2. Execute a termination of my account and to cease to bill me further in the future. I will answer the next question, but it is irrelevent as I am not asking for any money back as of May 12, 2024. My email address with them is *********************** and my phone number with them and for you to contact is ************ my best way to contact me is at ********************* but you can cc all of those contacts if appropriate. Thank you so much Best Wishes, ***************

  

  Business Response

  Date: 17/05/2024

  Hi ******,
  
  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of your experience with the platform, and I can confirm that you have an ongoing conversation with our Support on how to collaborate towards a resolution on ticket #********. Please respond on that ticket and continue with the conversation there for consisteny and best results.
  
  Kind regards,

  ******** | Support Lead

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/05/2024

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

• Initial Complaint

  Date:10/05/2024

  Type: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 need to pay for an order but the company will not let me update my payment method to active checking account that has funds to resolve the debt. I contact their customer service and am ignored or they blame ******, their lending partner. I contact Affirm who they partner with and ******'s customer service blames **********************.

  

  Business Response

  Date: 11/05/2024

  Hello ******,
  
  My name is *****, I'm an Operations Lead here at Shopify and I'll be glad to help you today.
  
  I can see that you're looking for some assistance with updating a payment method on your Shop account, is that correct? I can also see that you contacted our Shop App support recently in ticket ********, where our Shop support specialist gave you the following information and steps to try:

  
  ---
  
  "For some general information, orders paid through Shop Pay Installments will appear on the Home tab in the Shop app, just like any other order. After clicking on them, installments orders will display brief information about the repayment. Clicking on View installments will provide more details about past and upcoming payments, as well as options for making a manual payment, toggling autopay, and updating the order's payment method.
   
  Please note that updating the payment method here will only update it for the order that you are viewing. If you want to update the payment method for all existing installments orders, you'll have to update them one at a time. If you want to use a new payment method for future orders, you should add your new payment method to your Shop Pay account.
   
  To add a credit card to your Shop Pay account, simply login to our accounts page and scroll down to the Cards section and click on Add Card
   
  You could also log in to the Shop app and add a card from there by clicking the profile icon in the bottom right corner, then clicking into Shop Pay and selecting Add Card.
   
  Lastly, you can add a card while checking out with Shop Pay by following the steps here.
   
  If you have any other questions at all, feel free to send them on to us!"
  

  ---

  
  Our Shop support team is best equipped to help you with this issue, so please continue working with *** on ticket ********. You mentioned in your response that the steps above did not work for you, however you did not provide any further information. In that ticket, if you can please provide *** with any error messages, screenshots, videos or steps of what happens when you attempt to change you payment information, that would be very helpful for us to further troubleshoot with you.
  
  We look forward to your response in that ticket.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 21696925
  
  I am rejecting this response because the business is still ignoring the issue and a do not contact request by myself.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 17/05/2024

  Hello ******,

  Thank you for following up. As you mentioned in ticket 47537064, you do not wish to speak to our specialized Shop Support team, and instead converse only via the BBB. Although our specialized support team is best equipped to answer and resolve inquiries like this one, we'll be glad to help you here as well.

  As mentioned in our ticket, in order for us to look into your issues further, can you please provide some information on how you are attempting to change your payment method, and what you are experiencing specifically when doing so?

  For example, when attempting to change your payment method/add a card to Shop Pay, are you experiencing a specific error message? Any screenshots or videos you can provide of the issue will also be super helpful.

  We look forward to your response with the information requested above.

  Kind Regards,

  ************ | Operations Lead

  Customer Answer

  Date: 17/05/2024

   
  Complaint: 21696925
  
  I am rejecting this response because I figured it out myself without Shopify's assistance or their lending partner, ******'s help. If you want evidence, *****, ask your company and Affirm for a FOIA request. I paid the debt but I will be refunded for whatever late fees should have not been charged because I should have had access to pay for the contract without your company and Affirm blaming each other for improper coding.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started using Shopify for our business... We got our first payout after verification. We were fixing to get a second payout and then they put a HOLD on my account and wanting 10 more items to verify my identity and refuse to give me my money! This is a breech of confidentiality!

  

  Business Response

  Date: 11/05/2024

  Hello ******,
  
  My name is *****. I'm an Operations Lead at Shopify and I'll be glad to look into this with you today.
  
  For some context, this is a standard review process that merchants undergo as part of verification and underwriting for Shopify Payments, and more information about what is required to use Shopify Payments can be found in the Shopify Payments Terms of Service (TOS).
  
  I can see that our Merchant Trust team has reached out to you twice on ticket 00ae7d37-cf48-4a88-8dda-11d44074e11c, asking for the required information to resume your payouts. Supplying the required information will be the quickest way to receive any outstanding payouts, and should you have any questions, the Merchant Trust team on that ticket is best equipped to handle them.
  
  Should you choose not to supply the required verification information, outstanding payouts could be placed in reserve, meaning they are typically held for a period before being paid out. More information on reserves can also be found in the Shopify Payments TOS.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/05/2024

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

• Initial Complaint

  Date:09/05/2024

  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 changed my phone number and cannot log into my Shopify store. I am just trying to remove 2FA from account. Documentation requested from Shopify was sent to an incorrect email entered by them and they are not willing to correct their mistake. It is going on 2 weeks now.

  

  Business Response

  Date: 12/05/2024

  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 shall be reviewing your store to determine what has occurred. 
  
  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 some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 14/05/2024

   
  Complaint: 21689421
  
  I am rejecting this response because:

  I Had someone from a different business help me with my login. After 2wks of trying to get help from Shopify. 

  Sincerely,
  
  ********

  

  Business Response

  Date: 15/05/2024

  Hello ********, 
  
  We are very pleased to hear you were able to resolve your issue without needing the assistance of Shopify. 
  
  Kind Regards 
  
  Jef - Shopify Support Lead 

• Initial Complaint

  Date:08/05/2024

  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.

  Below is the letter I sent to shopify and tried chatting online as well, their customer support is terrible and unhelpful. As a paying customer they do not address concerns and allow customers to pay them but provide negligent support. I am requesting a PHONE CALL from a shopify support agent.Dear Shopify Support,I hope this message finds you well. I am writing to express my concerns and seek assistance regarding ongoing issues with my payouts for my shop on ******** and Instagram. Meta has indicated that the problem lies on Shopify's side, and I urgently need your help to resolve this matter.The issues I am experiencing are as follows:1. **Order Cancellations:** Customers attempting to make purchases through my shop on Instagram are consistently having their orders canceled. This is significantly affecting my business operations and customer satisfaction.2. **Commerce Manager Setup:** When I access my Commerce Manager on ********, it indicates that I need to set up a bank account. However, when I attempt to do so, it tells me that I have already reached the maximum number of bank accounts, even though no bank account has been added to the ******** platform.3. **PayPal Setup Requirement:** On the Shopify platform, under the ********/Instagram settings, it instructs me to set up PayPal. Both Meta and Shopify indicate that this is necessary for payouts. However, I have never used PayPal and do not intend to use PayPal for my payouts. I strongly prefer alternative payout methods and need a resolution that does not involve PayPal.These issues are causing significant disruptions to my business, and I need to have them addressed as soon as possible. I would greatly appreciate your prompt assistance in resolving these matters so that my customers can complete their purchases without issues and I can receive my payouts efficiently.Thank you for your attention to this urgent matter. I look forward to your swift response and resolution.

  

  Business Response

  Date: 15/05/2024

  Hello *****,
  

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

  Security is paramount here at Shopify and we cannot open any internal information of a store without correct authentication from the account owner. I do not see any store associated with the email address you have provided here. To help us get a resolution to this and to keep any details of the account we will be discussing secure I have sent you a separate email requesting further information. Please respond to that email directly from your account owner email you have used on your store and the .myshopify.com URL so we can get your issue looked at and help as best we can. 
  

  I look forward to hearing from you. 
  *****