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:22/04/2024

  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 have been trying to close this account for some time now. this company will not accept emails or phone calls to assist in any problems. the normal process for closing this account is to log in and deactivate it. i have not used this account since early last year and my password does not work. the only other method given to log in to send a code to a phone number that i no longer have. they are charging me $39 per month and i cant close this because they will not answer phones or accept emails. please help if you can. i have just cancelled my credit card and ordered a new one so they cant charge me anymore. i am worried that they might hit my credit report if they dont let me close this account

  

  Business Response

  Date: 24/04/2024

  Hi *****, 
  
  This is Cosette from the Shopify Operations team. Thank you for sending your concern through the BBB portal. 
  
  I have reviewed your request, and it seems that the only communication we have received from you about this issue was on Sunday April 22nd. When you sent your email, your account was closed the same day. Everything has been taken care of from our end. 
  
  Feel free to reach out if you have any further questions. 
  
  Cosette T | Shopify Operations

• Initial Complaint

  Date:22/04/2024

  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 placed a hold on my payments account without warning or reason and their support advisors provide no information on why it happened or when it will be resolved.After having lost customers before due to Shopify's platform, now I am facing upwards of $2000 in refunds because of Shopify's hold on my business with my business model that nessecitating that I have immediate access to my funds.Shopify has destroy my business and has my customers and my own money hostage and give no explanation to why or how long and refuse to provide any higher escalation support and has lied multiple times about emails they say were sent, yet I have never recieved a single one for the matter.After over a week, I lost my cool and blew up on a support advisor, which in-turn, made them shut down my store permanently.I want my money back and my store reinstated to me. What Shopify is doing is VERY wrong and destroying lives. 6 months of dedication.........GONE. Just when I started making sales. Shopify sabotaged me.

  

  Business Response

  Date: 30/04/2024

  Hi *****,

  My name is ********, I'm a Support Lead here with Shopify. I regret to hear about the hold placed on your funds.  Please note that the BBB is a public platform and for security reasons, account specifics can not be discussed here. Please respond on the ticket 4d7ab55f-5a42-4a3f-af7b-0f4f47db9dfe as the team looking after it is best placed to address your concerns.
  
  Kind regards,

  ******** | Support Lead

• Initial Complaint

  Date:21/04/2024

  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.

  BEWARE OF THIS COMPANY! They took down my account and demanded all this private documentation about my company for no reason.I sent the information but then they sat on it for over a week. I contacted them about 8 times and spoke to their useless customer service people who did NOTHING!They also charged me for apps on their platform while preventing me from using them. They also illegally hijacked my domain for over a week so far and refuse to transfer the domain or get back to me with the codes I need to transfer the domain. The company is unethical and no one should sign up with them! You will be sorry.

  

  Business Response

  Date: 30/04/2024

  Hi *****,
  
  My name is ********, I'm an Operations Lead here with Shopify. I regret to hear of the issues you've been experiencing, and I thank you for taking the time to share that here. Please note that the BBB is a public platform and account specifics can not be shared here for security reasons. 
  
  The relevant team has reached out to you in ticket #c284edbd-14aa-43d8-8207-994ea6a70261, and I'd kindly advise to keep all communications there as they're best placed to support you with the next steps.
  
  Kind regards,

  ******** | Operations Lead

• Initial Complaint

  Date:19/04/2024

  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.

  On 4/2/24 I changed my payment of my Shopify level plan form monthly to annual. I reached out to a support agent to confirm differences in plans as for some reason Shopify does not list what plan specifics for grandfathered plans as I wanted to make sure there was no surprises.On 4/7/24 I noticed that while the plan still shows as a grandfathered plan - the merchant rates show as a higher rate than what was originally on the plan. Support told me that nothing could be changed with the rates which makes the advertising of the grandfathered plan to be in my eyes a lie. Shopify Payments prices differ depending on what rate plan I am on - so I am on a grandfathered plan with a current plan's processing.Ultimately I would prefer to get my rates reverted to the original numbers that were on my plan but if the company is not willing to do so, I would like a refund as a lower end plan (or a plan with a competitor) would likely better serve my needs better.

  

  Business Response

  Date: 26/04/2024

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify. Because the BBB is a public forum, I wont be able to verify you as the account owner and discuss store-specific details here, but I can provide some information which may be of use.
  
  When a merchant changes their subscription billing cycle, theyre also changing their plan to the currently provided version of this plan. Shopify Payments processing rates for new signups were updated earlier this year.
  
  While I cant be positive without accessing your store, it sounds like you changed your billing cycle at the end of your paid trial, which signed you up for the new version of your plan (with the new rates) at that time.
  However, as those rates wouldve updated eventually even if you hadnt changed the billing cycle, wed consider them to be correct and not something that could be changed or reverted.
  If this change in rates means that another plan would suit you better, or ultimately makes Shopify not the best fit for your business, the best way forward would be to speak with our Support Advisors and go over your options to downgrade or cancel. Shopify doesnt typically provide refunds, but you can always ask if an exception is possible.
  
  In situations where an exception cannot be offered, our system does pro-rate subscription credit if you perform a plan downgrade yourself. This means that if you were to choose a lower-tier plan or Pause your store while you work on things, the price difference for the remainder of your billing cycle will be automatically added to your account in subscription credit and be applied to future invoices, ensuring you can receive full value of what you paid.
  You can read more on these topics at the links below:
  
  ********************************************************************************************************************
  ***************************************************************************************************;
  
  If youve already contacted Support to discuss those options and not been able to come to a solution, feel free to reply with a ticket number so I can follow up with our Support team and ensure the right things are happening for you.
  
  Best,
  ************** | Support Lead

  Customer Answer

  Date: 29/04/2024

   
  Complaint: 21600846
  
  I am rejecting this response because:

  When I look at my invoices each month it doesnt list any period as a trial - just the name of the plan. Kinda confusing as customers do get a free trial period and your marketing promotes the first month (current) to months (prior) as a discount with no mention of it being a paid trial with no way to sidestep that outside of paying annually. Actually I was 1 day away from going month to month and never got any email communication about a rate change - and there was no prompts in your UI about this if you choose an annual plan. (Want to downgrade your plan? It totally informs you that you are on a grandfathered plan and will lose features)

  Im currently reaching out with ticket 47081012 - I escalated this through this channel as your support channels have left me escalated and with no way to even mention to management about concerns about reps. 
  

  Just feel that the handling of the situation has been a well here is how you will take it and not acknowledge any shortcomings of communication.

  Right now trying to hear back from your reps to see if a downgrade will even work with my third party POS integration or if as you mentioned- mebbe this was not the right platform for my business.

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

  

  Business Response

  Date: 30/04/2024

  Hi, ******.
  
  Thank you for providing the ticket number; I can see youre being assisted by specialized support there and theyre working with you to determine the next best steps.
  
  Your feedback that the language around limited time discounts on plans VS paid trial and changes to rates not being as clear during the process of changing the billing cycle is valid; Ive taken that to our development team to help inform future development. While I cant promise if or when that process would change, I can say that Ive seen direct merchant feedback used to drive a great deal of improvements in the platform. This is especially true around whats displayed when merchants want to make changes to their subscriptions; it reduces friction and frustration all around when store owners know exactly what to expect and can make fully informed decisions for their business. 
  
  If you have concerns about reps who have assisted up until now, feel free to send me those ticket numbers for review so I can follow up with those internally. We wouldnt share the results of those reviews out of respect for staff privacy, but we do take merchant complaints seriously and action appropriately.
  
  Regarding your third party POS integration and whether or not it would work with a downgrade, our staff wouldnt be the best suited to ask questions on this. The developers of that integration would be best placed to know the minimum plan requirements needed for the level of API access their apps require; with that in mind, your best way forward there is to consult their support and then get back to us in ticket ******** to let us know how you want to proceed. 
  
  Best,
  ************** | Support Lead

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21600846
  
  I am rejecting this response because:
  

  I have been working with your support teams for the past two weeks and ultimately that is what pushed me to reach out through communication channels like this one. Unfortunately the general feeling from your team that I've gotten is that ultimately this is my fault for the loss of the grandfathered rates and communication has gotten more and more infrequent.

  Fine. I'll be mad and give up.

  So far from what your team have told me - there is no difference between my plan now and the current plan being offered even though the system shows me on a grandfathered plan. With this being the case I have asked for myself to be moved to the development plan (Pause and Build) as so I can contract with others to get the site going. I was originally was going to do this before I signed up for the annual plan - but the system showed me that I would lose grandfathered plan features. (see screenshot attached, I still see this in the plans screen) I also asked for a refund prorated back to when I first reached out to your support team as I've cut all investment in this store not knowing whether I was going to be mistreated. (which I currently feel like I have been)
  
  All your team has offered is the possibility. Not a definite expectation and not one that is promising especially as I feel like I can't trust your company's own communication with the Payments rates.

  Would you mind stepping in and assisting with this request for the refund? I'm alright with cancelling all together and scrapping the entire site as well - its not my desired end goal, nor a good one but if we had to do it - I am willing to push things to that point.

   

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

  

  Business Response

  Date: 07/05/2024

  Hi, ******.
  
  I can see that youve been communicating with Billing specialists in ticket ********, and theyve provided a refund for your canceled store.
  
  I have taken the liberty of adding $79USD, (equivalent to the cost of one month of the Shopify (Professional) plan) to your store account; this means that should you decide to reactivate within the next three months, youll be able to choose this plan on a Monthly billing cycle without additional cost for 30 days. 
  
  You can also opt to reactivate and choose a plan then immediately Pause your store, and the system will automatically pro-rate the subscription credit based on the time you make the change. The amount of credit applied would allow you to continue working on the store at the Pause & Build plan rate for several months before needing to pay a new subscription fee, giving you time to develop the store and try more of the available features before committing to paying for a plan again.
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:19/04/2024

  Type:Customer Service 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 am receiving Direct Mail to my home address that I NEVER signed up for. I tried to opt out on the Shopify site, but they have no customer service email, or a way to do that without creating an account. How ridiculous is that? Let that sink in. You have to CREATE an account to opt out. I am trying to get this spam business to stop reaching out to my home address and they want me to provide MORE information. Get the h*** out of here. I DEMAND my address be removed from the contact list for life and also demand that my information be deleted from their system.

  

  Business Response

  Date: 22/04/2024

  Hi Loyalt Strategies, LLC, 
  
  My name is *******, I am an Operations Lead here at Shopify. Thank you for sending this through to us. 
  
  I understand that you want some support in removing your mailing address from receiving alledged correspondance from our company. Would you be able to send us a picture of this letter you received? Shopify doesn't send out any advertisement through mail, especially if you haven't opened an account with us in the past. We only send online advertisment if you have opened a store in the past and haven't submitted a request to remove your email address from our communications. My biggest concern is that you might be receiving correspondence from a bad actor that *** be posing as Shopify, and we want to support you with this issue. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  Cosette | Shopify Lead
  
  
  

  Customer Answer

  Date: 23/04/2024

   
  Better Business Bureau:
  
  I do not have the piece of direct mail. It was recycled after this complaint was made after numerous attempts to contact Shopify. The mailing did not look like it was a bad actor. Are you sure you do not send out mailings to new small businesses even if they don't ever go on Shopify at any point? It seems like many other suspect businesses that send out direct mail after new small businesses are created buying lists of LLC addresses to attempt to blind secure potential business.  
  
  Sincerely,
  
  Loyalt Strategies, Llc

  

  Business Response

  Date: 23/04/2024

  Hi Loyalt Strategies, LLC, 
  
  Thank you for letting me know. Something that I can do is to research if we have your information in our database for marketing purposes. In order for me to be able to review this, I will need more information from you. Please send at your earliest convenience the following details: 
  
  - First/ last name (mandatory)
  - Full address (mandatory)
  - Company name (if available)
  
  I understand that the BBB is a public forum, and you might be hesitant to share this information through this venue, this is why I have sent out an email through our internal email communication system with the Ticket ID: ********. 
  
  Once I get all this information, I will review it with our marketing team. Should your information match our records, we will remove you from said list immediately. If we cannot find any records, I will let you know as well. 
   
  Warm regards, 
   
  Cosette T | Shopify Operations

  
  

  Customer Answer

  Date: 24/04/2024

   
  Better Business Bureau:
  

  I provided that information via email that you shared with me directly. Please let me know what was done with it.

  Thanks,
  ***

  
  

  

  Business Response

  Date: 24/04/2024

  Hi ***, 
  
  Thank you for sending this information through. Our team couldn't find information about having your details in previous marketing campaigns, however, I'm please to say that you've been added to the do not contact list.
  
  Feel free to reach out if you have any questions or concerns. 
  
  Kind regards, 
  
  Cosette T | Shopify Operations

  Customer Answer

  Date: 25/04/2024

   
  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,
  
  Loyalt Strategies, Llc

• Initial Complaint

  Date:16/04/2024

  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.

  Shopify is border line fraudster. Buried in their user agreement they legally commit fraud by stealing refunded transaction fees on refunded orders and then point you to th terms of agreement when they steal your refunded fees. No other business on earth operates like these fraudsters. Now shopify capital is saying they could not debit a payment from my account and are threatening me with legal action. I called my bank and they said shopify is having no problems taking you money but the transaction I told them about was never attempted which proves to me shopify is a fraudster. I want these collection natives to stop and I want the money they stole from me refunded. Shopify is the scum of the earth.

  

  Business Response

  Date: 25/04/2024

  **************.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  We care very much about merchants privacy and security, so we wont be able to look into your Capital issue via a public forum like the BBB. We wont discuss store-specific and sensitive details (like Capital funding & remittance) with anyone other than the store owner, so information like that has to go through our regular support where we can verify your identity. However, Ive put a link below where you can read about Capital and how to view recent remittances yourself:
  
  **************************************************************************************
  
  We cant speak to what your bank has said or why, but if youd like me to look into the status of any Capital remittance status on your store, feel free to respond to ticket ********.
  
  Regarding refunded transaction fees, it is true that Shopify Payments card processing fees are not refunded on refunded orders. This is a common industry standard that we are very up-front about; more details on this are available via our ************ This information and links to how you can find out more about this have been sent to your email in ticket ********, as well as some information on how to prevent fees on high-risk orders that you refund.
  
  You can read more about these topics on the following pages:
  
  Shopify Payments *** Terms of Service: *************************************************************
  Help Center Page on Shopify Payments refunds: ************************************************************************************************************************************************
  Help Center page on using Flow to avoid capturing payment: *********************************************************
  
  Best,
  ************** | Support Lead

• Initial Complaint

  Date:16/04/2024

  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 selected Spotify as my web site for my business due to the lack of actual customer serving interaction, I chose to transfer my domain and site to another webmaster. They charged me twice after I have switched and the April’s payment cause and nsf fee . The agent said that I needed to recoup the 36.00 from my bank since they applied it… I need my 36.00 nsf and the 39.00 charge from March (they already refunded April

  

  Business Response

  Date: 16/04/2024

  Hello ********,
  
  My name is ****, an Operations Lead from Shopify.
  
  Thank you for contacting our team regarding your domain issues and the NSF fee you were charged. To address your concerns effectively, I will contact you via email using our secure communication channels. As security is a top priority at Shopify, we are unable to discuss sensitive account information publicly on the *** platform. I have already sent you an email and opened a ticket (#********) to gather more details from you. Kindly respond to the email so that we can discuss your account specifics and explore any necessary actions moving forward.
  
  I look forward to your response.
  
  Thank you,
  **** | Operations Lead - Shopify
  
  

  Customer Answer

  Date: 16/04/2024

  
  
  Complaint: 21577288
  
  
  
  I am rejecting this response because it's 
  
  Unsatisfactory! The nsf came from your company that   debited an account that you shouldn't  have done ... thats my banks discretion to chose to grant me with a nsf refund now if your saying I'm not due a refund for March even though I switched prior to the billing date then im am strongly  asking for my nsf fee. I have several copies of conversations  with the chat operator  requesting the change or asking for someone  to call me or email me and no help. I file a complaint  and now a real person can take the time out to respond.
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 17/04/2024

  Hello ********,
  
  We are unable to provide a refund for the NSF charge, as it is a fee imposed by your bank. Upon reviewing your email tickets, we found that in ticket #********, you collaborated with the Shopify Billing team to switch from an annual plan to a monthly plan on March 6, 2024. This change triggered the monthly charge for March. It is important to emphasize that Shopify does not reimburse NSF fees. Our charges reflect the selections and actions made by users on their accounts. If any NSF fees arise due to failed billing attempts, it is a matter between the user and their bank. In your case, you requested a downgrade, which we processed by adjusting your invoice to monthly pricing and modifying your plan. This adjustment covered the services for March, during which you accessed and utilized the account. After you canceled the account in April, we proceeded to refund the charge for April.
  
  To receive a refund for your NSF fee, you must reach out to your bank and submit the necessary documentation. Contact your bank, describe the situation, and request a refund for the NSF fee.
  We appreciate your communication during this period. For any additional questions, please direct them to your email ticket #********.
  
  Thank you and all the best,
  **** | Operations Lead - Shopify
  

  Customer Answer

  Date: 17/04/2024

  
  
  Complaint: 21577288
  
  
  
  I am rejecting this response because instead of doing what's right it appears that they are taking this personal when this is business.

  As I stated before the April fee caused the NSF and that was a fault of Spotify this account was not being used  hence why there were no funds available. If you would like to continue  this delusional  narrative  that what your saying is  correct  then we can go back and forth but you know as well as I that if a company takes money out of your account unbeknownst to you ,  and you incure a nsf charge , your telling me it's my bank's fault and they need to reverse the charge because you refunded me the money back?????... That is ludicrous.... be fair and stop the mess, respectfully. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:16/04/2024

  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.

  The company does something called shop cash. Where when you use their system to purchase from other companies you get shop cash. They then offer you multipliers on that cash to use with specific sites. What I discovered is that they change that multiplier based on how much cash you have going down with the more you have. While its designed to get you to buy more when you do the amount you get from it goes down. When I questioned them on this they said that the multiplier I had seen was expired even though it was still available on another account with less shop cash than me. It is a bait and switch tactic in order to push for more sales but then they pull what they had offered you previously.

  

  Business Response

  Date: 23/04/2024

  Hi ***,
  
  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of the dissatisfaction cause by the Shop Cash, and I thank you for taking the time to share the experience with us.
  
  For more context, a Shop Cash offer might have a limit of how much Shop Cash can be multiplied for an offer based on how the online store sets up the offer details when they create it.This is connected to the amount of Shop Cash that can be multiplied, not the actual multiplier. For example, a $2 Shop Cash balance is going to see higher multipliers on offers than a $10 Shop Cash balance. So, if your Shop Cash balance changes, it's expected for some multipliers to change.Shop Cash offers can also expire when an offer ends, or become unavailable if the daily budget is reached. 

  Your feedback is greatly appreciated, and we have logged this for future reviews by our development team.

  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 30/04/2024

   
  Complaint: 21578746
  
  I am rejecting this response because: It is still misleading and promotes spending more to get more shop cash to use on that multiplier but when you earn more you actually get less from it.  This is a bait and switch tactic.  Unless you list the multiplier up front with how much it goes up to then you are misleading your customers.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/05/2024

  Hi ***,
  
  Thank you so much for sharing your thoughts further. To expand, Shop Cash offers is a dynamic and personalized advertising product.  We aim at buyers with unique offers based on a number of factors including their Shop Cash balance, whether they have purchased from a Merchant in the past, and the likelihood that buyer will become a long term, repeating buyer.  Highly targeted and personalized offers are a common tactic for retailers of all type.  It is expected that each buyer will see a unique list of offers with personalized offer amounts.  Eligibility and availability of these offers is subject to change based on available offer inventory and our buyer-to-merchant relevancy modeling.

  
  I hope that clarifies the matter,
  ******** | Support Lead

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21578746
  
  I am rejecting this response because: Calling it dynamic does not change the fact that I was encouraged to earn more shop cash to spend and when I earned more my rate went down and I got less.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:16/04/2024

  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 joined Shopify on a promotion. It was $1 a month for 3 months then a basic monthly plan which I included a receipt of. April 10th my promotion ended and I was suppose to be charged my 1st full 30 day plan but instead Shopify charged me for the entire year. I brought up that they had made a mistake and they refused to refund me. I then showed proof they over charged me and they refuse to revise the bill and refund my money. I explained this amount was every dollar I had for the week and I have a family to feed and can't because they over charged me and literally took everything I have. I have contacted their support 3 times and still have not resolved this issue!

  

  Business Response

  Date: 23/04/2024

  Hello *******,
  

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

  I do not see an account associated with the email address you have given here. Due to the public nature of the BBB and the sensitive information we will be sharing I have sent you a separate email. Can you please reply to my email from the email address you used to set up the store itself. Once I have that email information we can move forward and get a resolution in place for you. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:15/04/2024

  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.

  On 4/12 we looked into opening a shopify store, we logged on that day and set up an account. The account is under ******************** We were browsing themes to use, instead of viewing a theme in demo mode, we accidentally purchased the theme. Upon seeing a credit card transaction of $340 we immediately messaged Shopify asking for a refund as we will not be using shopify for our retail store. We dont even have the theme (pictured in attacment). We deleted the theme instantly once we noticed the mistake. We also canceled our shopify store the same day we opened an accout to view it (April 12th).As an overview, we only browsed shopify for 10 minutes to see if it was the right fit for our store, accidentally purchased a theme that we dont even have and never even used.This is totally wrong and we are looking for a refund.

  

  Business Response

  Date: 17/04/2024

  Hi ******, 
  
  My name is ****, Im a Senior Support Lead at Shopify. I will be assisting you with your request. 
  
  Thank you for reaching out in regards to your concern with the recent purchased of a theme. I have reviewed your request in further detail with our billing team who has confirmed that themes are non-refundable. The reason for this is because themes are considered a non-tangible, irrevocable digital good which are not exchangeable or transferrable. Due to the digital nature of the purchase, all theme sales are final as shown in this help document (*******************************************************************************************). 
  
  As mentioned in our Terms of Service (**********************************************), Shopify does not provide refunds. 
  
  While I recognise that your account is currently closed, you can still re-open your store at any time within 2 years, as your store's information is guaranteed for 2 years. This means that you can re-open the store during this time and use the theme, as you now own it after purchase. 
  
  If you have any further questions regarding your store, please get in touch with our Shopify Support team. 
  
  Kind Regards, 
  
  **** | Shopify, Senior Support Lead