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:14/04/2024

  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.

  I have been locked out of my account with shopify. which is an online retail business, for several months, as a direct result of them not having any phone contact options. This has caused damages to mt online business reputation as well as chargebacks and additional charges to me, and has upset my customers and the people who make the handmade jewelry I sell.
  I believe what has happened is the result of cybercrime activity, as well as there being no phone support to verify identity or discuss the issue. It is not possible to open an online chat with them to discuss the problem without being able to log in, and someone else has stolen and taken over the email address I use to contact shopify.
  
  Additionally, Shopify has no method to be contacted by email. When I email them, I get a auto reply that says they cannot be reached by email.
  
  For paying customers, they need to have a real phone number, especially for customers who have been with them for several years.
  
  My phone number was victim to a SIM switching ****, which has not been resolved, and my computer was accessed without my authorization by an unknown person or persons.
  
  I have no way to access my account with shopify via the internet, given the email I use has been taken by a person who has stolen my digital keychain, as well as illegally accessed and used my personal documents.
  
  My website with shopify is **************** or ************************
  I am the sole owner and user of the store and have never allowed anyone else access to the account for any reason. This account is not a subsection of a larger store and is in no way shared with another user. The store is not a "headless" store, and I have never shared developer access to the account with anyone for any reason.
  Shopify need to supply a phone contact number, as well as contact me at BOTH of these phone numbers.
  ** ******** ***** ****** ** *** *** **** * *** ** *********** ******* ** *** *** ****

  

  Business Response

  Date: 15/04/2024

  Hi *******,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of you experience, and I'd like to support you on the matter to the best of my abilities.
  
  In order to do that, I will need you to respond here with a valid email address, different to the one you deemed to be compromised ****************************, used to file this *** is not valid). Once I have a valid email address, I will be able to reach out to you separately and in a confidential manner, since the *** is a public platform, and not suitable for further steps.

   

  Kind regards,

  ****** | Support Lead

• Initial Complaint

  Date:13/04/2024

  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.

  It is distressing to see a large company like Shopify behave in such a malicious manner. As a small business owner operating through a Shopify store, I am struggling to support my employees and family. I have made sales over the past two weeks, amounting to a significant sum, which I had expected to receive from Shopify. However, they have provided me with three different payout dates, only to change them repeatedly. This has left me unable to pay my employees and cover some of my business expenses.I have reached out to Shopify more than five times in the past two weeks regarding this issue, and I have even sent a private message to the *** about their deceptive actions. I am truly shocked and feel like I am dealing with a fraudulent organization. It is baffling why a company would be so deceitful towards its partners. I was unable to pay my employees because I was expecting the money on the date shown in the attachment, but it appears that someone has changed the date to conceal any evidence. One of my employees has even mentioned that they may have their power cut due to this. This level of deception is unacceptable.

  

  Business Response

  Date: 22/04/2024

  Hello, 
  
  ****** here, an Operations Lead at Shopify. 
  
  I recognize that payout holds can be a difficult reality of online commerce. Please note that any questions or concerns you have regarding this process is best addressed with our Merchant Trust team via ticket #6d59129b-f2d5-4eb4-b04c-a56f3d66be35. I can see that our team has already provided a response via this ticket earlier today and has been maintaining consistent communication with you during this review.
  
  If you have any other questions or concerns, please let us know. 
  
  All the best,
  ****** | Shopify Operations Lead

• Initial Complaint

  Date:12/04/2024

  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.

  4/1/24 I was locked out of access to my Shopify store. My username and password was correct, however my authentication app was not generating the second-step code to access my store. Shopify DOES NOT have customer support if you can't log in. You must "Select a Store" to begin chatting with a rep. ** they additionally do not have a phone number or email.I had to open an entirely new profile JUST to chat to a rep about the account in question experiencing this issue. This is not a good business practice.The lack of customer care availability is abhorrent.Upon opening up an entirely new account, I opened a ticket for my problem with a rep who assured my it was being escalated 4/1/24.A week happened without anything, so I reached out to Shopify 4/7/24 to find my original ticket closed, and never escalated. I then had to speak with two more reps **** 2+ hours of chatting and waiting in chat with reps) to open a ticket again.The ticket is still open without any remorse or help from Shopify.They have not accepted any responsibility, and have said that their security team will review but this can "take time". While I am paying for a service I physically cannot use. I am unhappy. I have spent time effort and shed tears over this situation. I will NEVER do business with Shopify again.

  

  Business Response

  Date: 20/04/2024

  Hello *******,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. I can see that you are looking for support with your store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: ********
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  **** | Shopify Operations Lead

• Initial Complaint

  Date:11/04/2024

  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.

  Six months ago, I opened a trial Shopify store that was later converted to a paying store. I realized that I was unable to pursue having a store so I deactivated it. Since the time of deactivation, I have been charged for the past two months. I have tried multiple timesat least 16 to reach Shopify, however, their number is inactive. The email support.shopify.com is invalid or doesnt work, and when I was finally able to log in to use their chat service, I received the same message 20 times to start a trial store. I emphasize that I am not interested in being in business with this company. I merely want to stop being billed for a service I deactivated. They keep referring me back to the admin page to which I do not have. They do not provide any means of direct contact and this is quite troubling. I am reporting them to my bank because I have gone through every method that they suggested to stop them from billing me for something I deactivated, yet they keep taking my money. I have every message screenshot, all of their ineffective and useless responses, and I will be turning it over to my bank so that I can fight future undeserved charges.

  

  Business Response

  Date: 15/04/2024

  Hello C,

  My name is ******, I'm a Support Lead here with Shopify, and I regret to hear of the issues you've been experiencing. Seeing how the BBB is a public platform, and account details can be discussed with the Account Owner for security reasons, I have reached out to you in a separate email with further instructions (ticket 46952794).
  
  Kind regards,

  Zeljka | Support Lead 

• Initial Complaint

  Date:10/04/2024

  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.

  Approximately a month ago, I established my store on Shopify's platform and commenced operations. Initially, I experienced some success, with sales steadily coming in. However, without warning, Shopify decided to close my store, citing unspecified risk concerns.Following this abrupt closure, I promptly reached out to Shopify to address any issues and rectify the situation. After extensive communication and assurance of compliance with their policies, Shopify agreed to reinstate my store, acknowledging that everything was in order.Subsequently, I resumed business activities, investing my own resources in advertising, order fulfillment, and providing excellent customer service. However, to my dismay, three days ago, Shopify once again closed my store, without providing concrete reasons or allowing me an opportunity to address any concerns.As a result of Shopify's actions, I currently have over 500 pounds in pending payouts held in reserve for an extended period of approximately 120 days. This unjust withholding of funds severely impacts my ability to fulfill orders, maintain customer trust, and sustain my business operations.Moreover, the sudden closure of my store has left my customers frustrated and distrustful, fearing that they have fallen victim to a scam. This has tarnished the reputation of my business and undermined the trust I have diligently cultivated with my clientele.I urgently request the intervention of BBB to address this matter and facilitate the immediate reopening of my store. I have consistently operated in accordance with Shopify's policies and have provided all necessary assurances of compliance. Therefore, I implore Shopify to reconsider its decision, release the pending payouts, and restore access to my store without further delay.Thank you for your prompt attention to this pressing issue. my store is: 23d516-3.myshopify.com

  

  Business Response

  Date: 18/04/2024

  Hello Saad, 
  

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

  All stores that are created on the platform are subject to standard reviews at any point, and at multiple points during their lifetime. Not every store that starts on the platform is eligible to use Shopify Payments and if that is the case then any sales they have received will be released after the stated term. Our **************** carry out the reviews and have the final decision on a stores eligibility. This is standard practice by our **************** and all monies owed will be paid out. These practices are in place to protect both the Merchant and the consumer. 
  

  I hope this helps clarify the issue. 
  Regards
  

  
  

• Initial Complaint

  Date:10/04/2024

  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 message Shopify on 4/4 to change the information that is on my 1099k yet I have not heard anything and tax die dates are approaching. All the information in my 1099 is incorrect the name and SS number and they will not fix it

  

  Business Response

  Date: 10/04/2024

  Hello *******,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  I did want to also mention, that it sounds like you may already have a ticket escalated to change your tax information, with our Tax team. As this is an extremely busy time of year for the Tax team, they work to handle requests like yours as quickly as they are able, however there is a longer than normal response window at this time of year. Once I have your account information I can check to make sure the ticket is escalated with the correct team, but to set some expectations, if it is already with the correct team, then there will not be any further steps we can take at this time. We will need to wait for the Tax team to handle the request.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:09/04/2024

  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.

  I tried shopify on a 3 month trial basis. I canceled a day before my normal billing date, but Shopify moved up the date of billing by one day. In addition, i cancelled on the same day they billed me. They logged in their system that I cancelled on 1/16, but my cancellation happened 1/15. The store was completely unused.

  

  Business Response

  Date: 10/04/2024

  Hello *****, 

  
  As per our conversation via email I'm happy to advise a refund has been processed to the payment method on file. This should arrive in the next few days depending of course on your bank. 
  
  Thank you for bringing this issue to our attention so we could get this preferred resolution for you. 
  
  Kindest Regards 
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:09/04/2024

  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.

  My shopify account associated with the email ******************** has been put on hold. I had payouts of $7000 and they have put it on hold for no reason. Id like them released as soon as possible as I have to pay salaries to my employees.

  

  Business Response

  Date: 09/04/2024

  Hello *****,
  
  Thank you for reaching out. My name is *****, and I am an Operations Lead here at Shopify. I'll be glad to look into this with you.
  
  I can see that our Merchant Trust Team has emailed you today (April 9th, 2024), with further information about your shop and your payouts on ticket 72eb9e46-e3a6-4b2d-83f1-abd9ef89597f. Please be sure look over that email, and should you have any questions, replying directly on that email will be the best way to get further information as that ticket is already with the correct team.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:09/04/2024

  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 closed down my website ******************************************* which is fine but i had payouts scheduled to be disbursed into my account which they have delayed with no basis. they are withholding my money and will not cancel the order the customer placed.

  

  Business Response

  Date: 09/04/2024

  Hello ****,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 21549531
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  ONCE Again after paying and reactivating the store you f****** ******* deactivated it, how am I supposed to update the email and refund customers if the sight is down? Predatory move to have me pay to reactivate the store just to deactivate it two days later.

  

  Business Response

  Date: 18/04/2024

  Hello ****,

  Thank you for your continued communication. As you are aware, I am unable to share any account details here, as I cannot currently verify this email address as a user on any associated stores.

  However, we are currently working together on next steps in ticket 46906545 with a different email address, and I look forward to your continued responses on that ticket.

  Kind Regards,

   ************ | Operations Lead

  Customer Answer

  Date: 22/04/2024

   
  Complaint: 21549531
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  Shopify is refusing to refund a customer after lying and stating that a few of ***** needed to be paid on my end now they are saying the funds are on hold. 

   

  Customer Answer

  Date: 22/04/2024

   
  Complaint: 21549531
  
  I am rejecting this response because:

  
   Shopify is refusing to refund a customer after lying and stating that a few of ***** needed to be paid on my end now they are saying the funds are on hold. 

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

  

  Business Response

  Date: 29/04/2024

  Hello ****,

  Thank you for your continued communication. I would like to recap the main points from our conversation on ticket 46906545.

  At this time, the refund for the order you have specified appears to be successful, and there is no fee that must be paid in order for the refund to work. As clarified in our ticket, the $29.53 fee is the credit card fee charged for using Shopify Payments. Technically that was captured as part of the original transaction, and is not returned when a refund is made. Currently you may see a negative balance for this amount in your payouts, as this was your only transaction to date, and you have initiated a refund to the customer for this single order.

  In addition, we have escalation your ticket to our accounts team to help you change the email address on file, as you have mentioned that you no longer have access to the original account owner email. The accounts team has reached out to you today to gather some further information from you in order to complete that process.

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

• Initial Complaint

  Date:08/04/2024

  Type:Order 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've been persistently reaching out to this platform for days now, but unfortunately, the service they provide is far from satisfactory. It's disheartening to see them outsourcing to individuals who seem to lack the necessary competence to handle customer concerns effectively. Despite their claims of being a top-tier platform, the reality is quite the opposite - it's been an incredibly frustrating experience. Their lack of a proper call center and competent supervisors only adds to the frustration. Moreover, the amount of time it takes them, nearly two months, to address even the simplest of requests is simply unacceptable. Meanwhile, I find myself in a dire situation as all my payments are inaccessible due to the inability to update my account details. Each attempt to rectify the issue by inputting the correct account number yields a frustrating "Incorrect" response.Despite providing them with thorough documentation through their chat support - including my ID, company documents, and bank statements - all proving the accuracy of my account details, I've received nothing but silence in return. It's truly disheartening to see them holding onto funds from legitimate sales, which rightfully belong to me. This platform, which is essentially a middleman for products my store legally sells and delivers, should be facilitating smooth transactions. Instead, they're neglecting their responsibilities and behaving as though they've been wronged, refusing to cooperate in rectifying the situation.Given the gravity of this situation and the significant impact it's had on my business, I am left with no choice but to consider legal action. I urge them to promptly address this issue, rectify their registration processes, and release the funds owed to me without any further delay.Need immediate response so I can change bank account to receive my payouts inclining the payout processed on April 5th of ****** that was never received once the account its closed.

  

  Business Response

  Date: 09/04/2024

  Hello Casarin ****** Rio Brazilian Boutique,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order to review your account as well as the previous support provided in regards to the status of your account, I will need to receive some further information to continue look into this on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 21546238
  
  I am rejecting this response because:
  
  

  I need a resolution by updating my bank account immediately . 
  
  

  Sincerely,
  
  Casarin ****** Rio Brazilian Boutique

  

  Business Response

  Date: 14/04/2024

  Hello Casarin ****** Rio Brazilian Boutique,
  
  Thank you for following up, I am still working on the status of your account with our internal team.
  
  Further information will be provided in ticket 46849751 as I work with the escalated team who has been supporting your request with the account details. 
  
  Please continue to follow up there in the meantime.
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 18/04/2024

   
  Complaint: 21546238
  
  I am rejecting this response because:I have been waiting for a response from Shopify without success. It seems they are acting in bad faith towards me, dishonestly, and also unlawfully. I do not feel respected, and the representative **** continues to send private emails with threats, accusing me of mistreating and disrespecting employees with racism and other allegations that are not based on truth. Even after the entire process of changing the bank account on the ******************** platform, and also after receiving payments from platforms that were successfully processed, the platform still sent payments to the old account that had already been closed and removed from the network and data where I host my website. I am trying to find solutions and receive payments for products sold to my customers, but I have not been successful. Instead of resolving the problem, all she does is send threats and false accusations that I am disrupting company employees in the chat. Since all support is transferred to ***** and ***************, and I refuse to speak with these people, I want the matter to be resolved by the headquarters in Canada immediately. I am not asking for anything beyond my rights. April 11th of 2024 payment reference: IKHCQ881H9U188M Shopify installments
  
  Sincerely,
  
  Casarin ****** Rio Brazilian Boutique

  

  Business Response

  Date: 18/04/2024

  Hello Casarin ****** Rio Brazilian Boutique, 
  
  This is ****, the Shopify Senior Support Lead who has been assisting you. 
  
  I can see that my colleague **** has responded to your payout request in ticket #********. Please continue to direct any questions you have here so that the correct team can continue to assist you directly. 
  
  This will be the quickest way to resolve your query. 
  
  Kind regards,
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 22/04/2024

   
  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,
  
  Casarin ****** Rio Brazilian Boutique