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:27/04/2024

  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.

  On April 24th my SHOPIFY WEBSITE -Account | ********************************* was placed on hold - effectively they have Hijacked my website not allowing me even access to any of my content - I am UNABLE to log in / cannot advise my customers of this issue - without my website I have no business. Shopify advised that they are "reconsiderng my account for eligibility to use Shopify' - and asked for a whole heap of information under these headings - such as * Proof of address * Proof of business association * Proof of inventory * ************ links related to your business (if none, please explain how are you driving traffic to your store) - also advising if one is unavailable, to provide a relevant substitute and/or an explanation as to why it cannot be provided etc. 1.Firstly I am horrified how a supposedly reputable company as Shopify can HIJACK / close down my website until I prove that I am essentially a business. With no correspondence they had concerns - they basically took my last 5 years worth of work and put it ON HOLD.2.I have been in business business(es) for over ********************************************************* ********* the highest awards in our country. You dont achieve this status by being a bogus business. I have provided them my LinkedIN in page so they can verify that I am a reputable business owner. 3. in all my years of business I have NEVER had my content hijacked by a website platform or to justify who or what I am. 4.The time I have spent on the Shopify website is excessive to get it to this stage so I have provided them with as much information as possible plus TESTIMONIALS from high profile Australians who recently backed our business for funding for proof WITH NO TELEPHONE SUPPORT I cannot move my business forward. I am locked out of my account / no website / no nothing - I am appalled. Shopify can make or BREAK a business it seems. My Shopify Account | *********************************

  

  Business Response

  Date: 29/04/2024

  Hi *******************, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for providing information on your recent experience setting up a Shopify store. 
  
  Due to the public nature of *** and the internal account settings this issue mentions, I have sent through a private email to discuss further. Please note that when merging a new payment gateway to a store our banking partners may request proof of product inventory and/or proof of account identity for security purposes. Once this information is sent through the Shopify Admin, a review of these documents must be approved by Shopify as well as the Banking Partners. 
  
  As mentioned above, I've sent through a seperate email to go over the specifics for this account. 
  
  Speak soon, 
  **** | Shopify

  Customer Answer

  Date: 30/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they have refunded my initial 12 month shopify SAAS payment and reactivated my account on **********************. The explanation was very nonchalant with no real explanation but I am grateful for your assistance as at least we can now trade. 

  Please note since having gone through this ordeal I have spoken with at least 4 other Australian Shopify accounts who have gone through a similar experience sadly.  - thank you for your assistance. Much appreciated
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:26/04/2024

  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.

  Shopify is double charging me and keeps saying it is from the month before. I sent screenshots of payments received and AFTER that date there were at least 5 other attempts to withdraw another $29 in that same month. They refuse to address my concerns and keep sending me screenshots of my payments and ignoring the fact they are trying to STEAL payments. They have been paid this month and tried to charge me again yesterday and Wednesday. They are harassing me at this point.

  

  Business Response

  Date: 01/05/2024

  Hello *******, 
  
  My name is **** and I'm a Support Lead at Shopify. I understand how important proper billing is to the success of your business and I'm happy to help. 
  
  I have reviewed your billing history and your prior tickets with Support. I understand what has happened in this instance, however due to the public nature of the *** I am unable to provide specific details here, as this is not an authenticated channel. However, I have reached out to the account owner email address for your store, with more information about your billing and your refund request. 
  
  Please let me know if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  
  

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: 21630999
  
  
  
  I am rejecting this response because: I see this is ALWAYS going to be my FAULT! NO matter what information Shopify is sent yall clearly REFUSE to even acknowledge something is WRONG! I am not longer going to be worried about Shopify STEALING as I am going to take MY OWN PREVENTATIVE methods. Shopify has ZERO accountability and is standing on that. Yet there is ONE rep that took the time to really look at the double billing issue, but they are ignoring that so they can continue to harrass me. 

  ****
  2:25 pm
  Hi *******,
  This is **** again, from Shopify Support.  I wanted to reach out to provide further clarification regarding the billing concerns you raised during our recent conversation.
  After reviewing your account, it appears that the multiple charges you observed on your bills were due to the timing misalignment between Shopify's billing cycle and the billing cycles of certain payments. This discrepancy led to charges appearing on different bills, causing confusion.
  I understand your confusion. Rest assured, we are actively working to rectify this issue and ensure that your billing is accurate moving forward. Also, you can check your payment timeline but going to Shopify admin > Settings > Billing > choose a bill > payment timeline: SCREENSHOT ATTACHED

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

  

  Business Response

  Date: 07/05/2024

  Hello *******, 
  
  I know how vital it is to understand your finances, and to ensure that you are being billed appropriately. I have confirmed that your billing is accurate, and I have sent a timeline of your recent invoice to explain in detail the charges in ticket ********. Additionally, your requested resolution of a credit in the amount of $29 has been applied to your account as a goodwill gesture. 
  
  If you have any further questions about your invoice history, please reply to ticket ********. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 07/05/2024

  
  
  Complaint: 21630999
  
  
  
  I am rejecting this response because: the *** is a JOKE and has been NO help in getting Shopify to LOOK at the information presented and see that there is an issue to be looked into. I'm not even asking for MONEY, I am only asking that Shopify STOP STEALING from me through double-billing. Instead Shopify responds using braindead canned responses. So with that being said, it is my hope that each and every person who has worked on this case have the exact same feelings I have now in EVERY transaction you are involved in both your personal and professional life. It is my hope that every business and personal transaction you are involved in you receive the same level of service that you have provided to me.
  
  
  
  Sincerely,

  
  
  I AM DONE!

• Initial Complaint

  Date:26/04/2024

  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’ve been charged over $450 within the last twelve months for an email associated with an account I’ve been deactivated. I was told to create a new Shopify in order to use the url I wanted however later found out out I did not have to do that so I continued using my original account . I have since deactivated set account and I am still continuously being charged and Shopify refuses to refund me despite me advising I am out of job and can’t afford to keep being charged as I am displaced and homeless . This company frauded me from beginning by advising to open new account trying to have me pay more as well as continuing to charge me even when they clearly see I closed account .

  

  Business Response

  Date: 28/04/2024

  Hello *******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. 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 *** 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 I’ll be able to investigate. 
  
  
  Warm Regards
  
  *** - Shopify Support Lead

• Initial Complaint

  Date:25/04/2024

  Type:Product 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.

  As a registered business, we migrated to Shopify approximately two months ago, investing significant time and resources into setting up our store, meticulously managing inventory, and perfecting its design. However, our experience took an unexpected turn when Shopify abruptly suspended our website, coincidentally during a critical period marked by a substantial advertising campaign and a surge in orders.Perplexed by this sudden halt, we promptly reached out to Shopify for clarification. Disappointingly, their initial response took three days, advising us to await further communication from their internal team. Subsequently, after four days of anxious waiting, we received an email requesting comprehensive documentation pertaining to our company registration.In a bid to swiftly resolve the issue and resume business operations, we diligently complied with Shopify's request, promptly submitting the required documents. Despite our proactive efforts, we find ourselves in a disheartening state of limbo, with over a week having passed since our last communication from Shopify's legal department.Regrettably, the lack of response has not only resulted in substantial financial losses but has also cast doubt on the reliability and responsiveness of Shopify's support infrastructure. Despite our extensive experience in e-commerce, we are left incredulous by this turn of events.Our attempts to seek clarification and resolution through multiple support tickets, namely Ticket ID: ************************************ and Ticket ID: ************************************, have unfortunately yielded no fruitful outcome thus far.In light of this unfortunate situation, we are compelled to reassess our partnership with Shopify and explore alternative platforms that prioritize seamless communication and swift issue resolution.

  

  Business Response

  Date: 01/05/2024

  Hello Dima, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you feel your support journey is not what you expected. 
  

  Shopify works with **************** in all aspects of our business and these ***************** require standard reviews to be carried out on all stores at any time of an accounts lifetime to make sure that all legal requirements are being met and necessary documentation is available. I do see that the review of your store has been completed and all necessary documentation is on file now and the store is fully functional. If you need anything else or have any further queries please do not hesitate to reach out to our Help Centre.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/05/2024

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

• Initial Complaint

  Date:25/04/2024

  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.

  I opened a Shopify account with hopes of utilizing the platform to make the checkout process better for my customers. I paid for a subscription in the amount of $348 on March 25, 2024. I set up my account and was told that the setup process was successful based on the onboarding tasks that are provided by Shopify. My Shopify store went live on April 6, ******************************** I waited a few days thinking that the payment needed to go through a process as listed on the Shopify *********** page guide. The information listed gives the indication that if you wait for some time the issue will resolve itself after the credit card company and Shopify resolve the backend process. I can see that the customer paid, however, the credit card payment never reached my account. I contacted the Shopify *********** on April 21, 2024 via their chat and asked to chat with an advisor. I spoke with *****, who told me that there is something going on with the payment on the backend side and ***** stated that she had escalated the matter and someone would be in touch with me asap, but no one has been in contact with me. At this point, I am afraid of having other orders come in and the payments are pending. I reached out to the Shopify *********** again today, April 25, 2024 since there is no phone number to speak to a live person and again I was told by **** that there is nothing that can be done, there is no way to escalate my issue to a live person for immediate resolution, and I will have to continue to wait for an unknown period of time. I feel like this is unacceptable because I am trying to operate a business that currently has a payment process that is capturing payments that are not being deposited to my account and the only thing that Shopify agents say when you contact them is wait. Can you please help me get a resolution? At this point I don't know what to do or if any additional information is needed from me to resolve this. Please help.

  

  Business Response

  Date: 30/04/2024

  Hi *******, 
  
  My name is ************** am a Support Lead here at Shopify. 
  
  Thank you for letting us know about this issue. Due to the public nature of the ***, I am unable to discuss account details in this portal. I have sent you an email to the address provided with more information. Please respond to ticket ******** directly if you have any questions or concerns. 
  
  Thanks, 
  ***** | Shopify Support Lead 

  

  Business Response

  Date: 30/04/2024

  Hi *******, 
  
  My name is ************** am a Support Lead here at Shopify. 
  
  Thank you for letting us know about this issue. Due to the public nature of the ***, I am unable to discuss account details in this portal. I have sent you an email to the address provided with more information. Please respond to ticket ******** directly if you have any questions or concerns. 
  
  Thanks, 
  ***** | Shopify Support Lead 

  Customer Answer

  Date: 30/04/2024

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

  I was contacted on via my personal email address and will see what the outcome is from there. Thank you so much.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:25/04/2024

  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.

  **************** holding my funds, and i got some chargeback and not able to log in to fight them back, but i have all tracking numbers added for all orders.i want to know how much is in my balance and when will you send my payout?

  

  Business Response

  Date: 30/04/2024

  Hi *******, 
  
  My name is ************** am a Support Lead here at Shopify. 
  
  Thank you for letting us know about this issue. Due to the public nature of the BBB we are unable to discuss account details within this portal. I have reached out via email to the address provided. Please respond to ticket ******** if you have any questions or concerns. 
  
  I look forward to hearing from you.
  
  Thanks, 
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:25/04/2024

  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.

  Hello shopify put my funds on hold asking for my passport, I have sent them what they are asking and they still holding my funds, I supposed to have my payout sent on 26/04/2024.all my orders have tracking numbers.my store is: **************************************************** kind regards *******************************************

  

  Business Response

  Date: 30/04/2024

  Hi *******, 

  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue regarding your payouts. Due to the public nature of this platform, we are unable to share specific information about your account here. We were unable to reach out to you directly since the email address provided was not valid. Please respond to this message with a valid email address and we would be happy to look into this. Alternatively, you can reach out through our support channels through the Shopify Support Page here: ***************************************************************;
  

  Thanks, 
  

  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:24/04/2024

  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 received a Shopify branded **** card in my name, however, I never applied for or authorized this card to be opened. Shopify does not have any customer service without needing to first set up an account, which I do not wish to do, therefore, I am unable to make contact to shut this card down. I have attached a copy of the card in question. Please close this account immediately.

  

  Business Response

  Date: 01/05/2024

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am very sorry to hear that your name *** have been used to open an account that you are unaware of. Security is paramount at Shopify and all steps have been taken to make sure any fraudulent activity has been stopped and investigated. We would also advise you to secure any passwords or data related to your emails also as a precaution. 
  

  A final step is to follow this link - ***************************************** to request any data be fully erased from our systems. We thank you for your cooperation with this. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21620523
  
  The case can be closed when I get confirmation from Shopify the  fraudulent card has been removed and my information has been deleted from Shopify. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2024

  Hello *****, 
  

  Thank you for coming back to me. I can confirm that the fraudulent card is no longer associated with any account and we have sent you a separate email to confirm the removal of your data from the platform. If you check your email you will see a request for you to verify your email address. Please follow these steps to confirm your email address:
  

  1. Check your inbox and spam folder for an email with the subject "Verify email to continue your data privacy request" OR from "***********************************"
  2. Click "Verify email" to continue your request submission
  

  Once these steps are complete your data will be fully removed from our platform. I hope this resolves the issue for you. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:24/04/2024

  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.

  Hello!shopify company has put hold on my balance for 120 days, after 120 days passed they didn't send me my money to my linked bank.

  

  Business Response

  Date: 24/04/2024

  Hello *******,
  
  Thanks for reaching out. My name is *****, I'm an Operations Lead here at Shopify and I'll be glad to help you with this.
  
  I looked into your store, and can see that our Merchant Trust team has told you in ticket 617c9fb3-3250-491c-bf09-7c231304ee2d on April 23, 2024, that the hold on your Shopify Payments account has been lifted.
  
  Generally, it then takes 1-3 business days to process a payout (more information on payouts available in our help doc here). I have looked into your store, and can see that your payout is currently estimated to be sent April 26th, 2024. Please note that depending on your bank, it can then still take a number of business days for your payout to appear in your account.
  
  As mentioned above, you should be seeing your payout soon. However, please let me know if for any reason you are still not seeing the payout hit your account a number of business days after April 26th, and I'll be glad to check on the payout again at that time.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 26/04/2024

   
  Complaint: 21618075
  hey!
  why they only sending me about $60 , I have over $200  in my balance for 2 orders!!!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 26/04/2024

  Hello *******,
  

  Thank you for getting back in touch.

  Looking into your payout, I see it originally contained the funds for two orders:
  - An order from December 11 for ***** GBP
  - And an order from December 13 for $116.00 AUD (***** GBP at the time per the exchange rate)
  
  However, a refund of $116.00AUD (***** GBP due to exchange rate differences) was actioned on the December 13 order on December 19. Minus applicable payment processing fees, the final payout amount became ***** GBP.

  Please let me know if you have any further questions.

  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:23/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to start a store in January online. I was told to try Shopify because it was popular and they would set the store up for me. Ive been ill so I was out of work trying to, make extra money. But then I signed up and immediately noticed that it was something I wouldnt be able to navigate on my own. So I sent a letter to the address they gave for cancellations immediately . They said that it may take a while to get to the letter , so later when I still was charged a dollar after the first month was over I just figured that they would eventually get too high and stop before they started charging me the full price because that wasnt supposed to happen for three more months. I did notice that they tried to charge me a dollar every month and I would get a notice saying that it was declined because my card was locked because I had already sent the letter. Later, I noticed they were still trying to charge me. I attempted to reach out to them, but there was no phone number and there was no access to them besides the address I had already written to. so I just waited figuring they may have a lot of snail mail to go through. I received a charge for $89 and still no one has answered my letter. I am on a fixed income and I cannot afford them charging me $89 especially when Ive already canceled this Immediately and never used the service or completed setting it up. *** asked around and no one has a way to get in touch with them other than that address. I sent the letter to unbothered by this because I just tried to put in a dispute with my card Company and they stated that they might still pay them if I had an account open with them unless I can prove that I canceled it. I cannot prove that I mailed the letter because I didnt think I would need to prove that I mailed the letter. The only thing I can send 2nd letter to the same address and wait again.i can prove it was no use. I really need another means of contacting them Too close this account. My cell ************

  

  Business Response

  Date: 30/04/2024

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear your journey with Shopify was not what you expected. Your letter may be with an incorrect team by mistake so I will help you with a resolution. 
  

  I have had a quick look and I do not see an account associated with the email you have attached here. Due to security reasons I cannot look at any account unless I am able to verify the account owner email address. Due to this and also due to the sensitive nature of the details we will be discussing and the public nature of the Better Business Bureau I have sent you a separate email. Could you respond to that email please and advise on the email address you used to create the account and the .************************ address your store was given?
  
  Once I have those details I will make sure your store is closed properly and no charges are made. 
  

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