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:04/04/2024

  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.

  We have been on Shopify for years. All of a sudden our Shop Pay privaledges are taken down because they feel we are selling equipment illegally. We are accused of selling airsoft equiment that does not have orange tips on them. However when sent the listings from Shopify of "concern" the items were paintballs markers. Which per US law are not required to have a BLAZE orange tip. 15 USC 5001: Penalties for entering into commerce of imitation firearms Title 15-COMMERCE AND TRADE CHAPTER 76-IMITATION FIREARMS (c) "Look-alike firearm" defined For purposes of this section, the term "look-alike firearm" means any imitation of any original firearm which was manufactured, designed, and produced since 1898, including and limited to toy guns, water guns, replica nonguns, and air-soft guns firing nonmetallic projectiles. Such term does not include any look-alike, nonfiring, collector replica of an antique firearm developed prior to 1898, or traditional BB, paint-ball, or pellet-firing air guns that expel a projectile through the force of air pressure.So therefore citing US law we are not doing anything wrong. We have also pointed out to Shopify there are other accounts selling these items that we have been taken down for and nothing has been done about it. Seems like Shopify is picking and choosing who gets these priviledges and we should speak to the *** about the practices of this business. As a small veteran owned business who is now forced to pay a third party processor a portion of my profits because of your practices this is asinine. A Shopify Account Executive who confirmed this was not right but when she reached out to Shopify for help with our account she was silenced. And I have never heard from Shopify since. Doing about 2 million plus revenue and expected to double even more this coming year. You figure Shopify would jump to take the processing on that.

  

  Business Response

  Date: 05/04/2024

  Hello *********, 
  
  Thank you for reaching out to us about this issue. Due to the public nature of the BBB I am unable to discuss account details within this portal. That being said, I have sent you an email with further information to ******************************. Please respond to ticket 46760371 if you have any other questions or concerns. 
  
  Thanks, 
  ***** | Shopify Support Lead 
  
  

• Initial Complaint

  Date:04/04/2024

  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’m been billed for an online store that was never officially opened and i have requested on several occasions for it to be deactivated and stop the billing. They have reiterated via email the store is closed, but they have continued billing me.

  

  Business Response

  Date: 08/04/2024

  Hi, ********.
  
  This is ****** and I am a Support Lead here at Shopify. It sounds like you’ve run into some issues around unwanted charges for a store you intended to be closed, is that correct?
  
  It isn’t possible for a store to continue to bill if it’s fully closed, so the first thing to try would be to try logging in, and make sure it’s properly closed. If you determine it is still open, close it using the instructions on this page:
  ***************************************************************************************
  Then, once you're closed up, you can contact our Support and request a refund. Shopify doesn't generally offer refunds, but once the store is closed, you can ask a Support Advisor to send to our Billing specialists and ask if they can make an exception.
  
  If you’re not able to log in and close it up yourself, or if you discover the store is closed, indicating that the charges are coming from somewhere else, we have processes in place to assist people with unwanted charges from Shopify. The best way to resolve this is for you to reach out to our Support Advisors to get help on this. To reach Support where they can help you, head over to our Help Center page using the link below:
  ************************************************************************* 
  
  You can contact support for help, even if you can’t log in to your store. Once you’re in the chat, you can let our staff know you’re unable to log in to cancel and aren’t sure where the charges are coming from.
  
  At that point, our Support will ask you for some information about the payment method and how the charges appear on your statement. When someone is unable to log in and prove they own the store that charges are coming from, we’ll ask for some information that shows they own the payment method used for billing instead. The owner of a payment method will always have the right to request we stop charging it, so proving you own the card being charged will give us the needed authorization to remove that method of payment from our system. Once the Support Advisor has that information, it then gets passed to our Billing specialists, who can use it to track down where the charges are coming from.
  
  Once we’re sure the store is closed, our Support can move to helping you with your refund request.
  
  If you run into difficulty with any of that, feel free to reply and let me know. If you’ve already spoken with Support but not had a resolution, you should have received a ticket number in your email inbox. If you share that ticket number with me, I can follow up on it and ensure it’s in the right hands to help you out.
  
  Best,
  ****** * | Support Lead 
  

• Initial Complaint

  Date:03/04/2024

  Type:Delivery 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 made (2) purchases to GATOYNS through Shop.App on 3/10/24. I reached out to ******* via email as that is the only contact information they provide to confirm my purchases. I received a message back that the email address was invalid. I reached out to Shop.App and asked for their assistance. Shop.App directed me to file a claim with my credit card company. I filed (2) disputes with my credit card company AMEX. Amex then filed chargebacks against GATOYNS. GATOYNS provided documents & tracking number via **** indicating my package was delivered to an address in the same city as my address via ****. I reached out to **** and confirmed the package was not addressed to my address via the tracking number GATOYNS provided. Apparently this is a common fraud practice where the merchant will send a package to a random address in the same zip code and use this as proof of service to the credit card company. These matters remain unresolved with GATOYNS, **************** I have submitted a Service Request to the **** requesting a formal report on the tracking number GATOYNS provided. Shop.App and AMEX have not been willing to provide contact information to GATOYNS so that I might pursue resolution directly with them. It appears Shop.App has dropped GATOYNS from their website. I need your assistance in bringing resolution to this matter. Thank you!

  

  Business Response

  Date: 09/04/2024

  Hi ****
  
  Im ****, a Support Lead here at Shopify. I recognize the frustration of purchasing something and not receiving it, and I've reviewed your concerns thoroughly. 
  
  As a bit of background, it's important to note that Shopify is a software company with tools for store owners to use to build websites and sell their products online. The Shop app is one of those tools. 
  
  We take concerns about bad actors using our tools seriously, and take action when it's brought to our attention. We're also required to protect the information we're entrusted with, so we can't release details about stores or about actions we've taken. You can read more about that here: ********************************************************************* includes confirming if a store is or was using any of our tools. 
  
  I arranged for the Shop support team to go back over the details of your complaint to ensure that everything has been attended to thoroughly. As they outlined to you directly, there's no further information to share, so our recommendation is for you to pick the conversation up again with your card provider. 
  
  Kind regards,
  
  ****
  Shopify Support Lead

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21524920
  
  I am rejecting this response because:

  They approved and processed payments for the merchant.  They have disputed the charge back to my credit card company directly as they processed the payments for the merchants. Please see the attached letter from the **** noting suspected fraud.

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

  

  Business Response

  Date: 16/04/2024

  Hi ****
  
  It's **** here again. 
  
  For clarity, I'm going to circle back and summarize the series of events you've shared:
  1. You went onto the Shop App, and chose items to purchase from a business that was using the app to market their products. 
  2. The items didn't arrive as expected, and you registered a dispute with your card provider. 
  3. The card provider filed a chargeback for the payment but found in the seller's favor because the business provided proof of delivery in your area. 
  4. You investigated further and now suspect that the non-arrival of the items was a result of the seller deliberately defrauding you. 
  5. Your card provider, having already disputed the charge, has not taken any further action to resolve the matter.
  
  And now, to respond:
  As a user of the Shop App you've agreed to the Consumer Terms of Service for the app: *********************************
  
  Section 8 of the terms is relevant here, as it covers what the seller is responsible for, and what Shopify's role is in any purchase made through the app. As our Shop support team emphasised in their recent messages to you, the merchant offering items for sale is solely responsible for the transaction. 
  
  This extends also to the chargeback response you've mentioned; the seller can choose to upload their evidence for the card provider using Shopify tooling, but Shopify is not involved in the decision making of chargeback outcomes. You can read about this from the seller perspective in our help center here: ***********************************************************************;
  
  There's no further assistance we can offer in the resolution of this issue, so we wish you all the best with any other avenues you pursue.
  
  Kind regards,
  ****
  Shopify Support Lead

• Initial Complaint

  Date:03/04/2024

  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.

  Dear Better Business Bureau, I'm writing to file a complaint against Shopify regarding ongoing payment processing issues that have severely disrupted my business operations and placed my livelihood at risk.My name is **********************, I'm a seller on the Shopify platform. For almost a month now, my store has been unable to accept payments, resulting in a significant loss of revenue and customer dissatisfaction. Despite reaching out to Shopify support for assistance, I have been met with inadequate responses and a lack of resolution to my concerns.The crux of the issue lies in the fact that my store cannot process payments, thereby hindering my ability to conduct business and fulfill orders. This issue has persisted for an extended period, despite my numerous attempts to seek assistance from Shopify support. I have raised multiple tickets with Shopify support, including ticket numbers ******** and ********, in an effort to resolve this matter urgently. However, I have received nothing more than generic responses stating that Shopify is "working on my issue." There has been no tangible progress or meaningful communication regarding the status of my case, leaving me in a state of uncertainty and frustration.As a small business owner, this situation has placed my entire livelihood at risk. Without the ability to accept payments, I am unable to generate revenue, fulfill orders, or sustain my business operations. The lack of resolution from Shopify support exacerbates the severity of the situation, leaving me feeling helpless and unsupported.I urge the BBB to intervene and address this matter with Shopify on my behalf. I seek a prompt and transparent resolution to the payment processing issues affecting my store, as well as compensation for the financial losses and damages incurred as a result of Shopify's negligence in resolving this issue.Sincerely, ********************** Remedial Pax **********************, My Shopify Store URL bhdrop.myshopify.com Tel. **********

  

  Business Response

  Date: 10/04/2024

  Hello,

  My name is ******, a Support Lead at Shopify. Thank you for reaching out about your concerns. 

  Please note that Shopify Payments is one of several payment gateways available to Shopify users. Each payment gateway, including Shopify Payments, has a variety of eligibility requirements. You can be rejected from Shopify Payments for a number of reasons, including but not limited to operating in a non-supported country, operating a prohibited business type, or failure to comply with applicable laws and regulations. More details for Shopify Payments eligibility requirements can be found here: **************************************************************************************************

  Even if you are rejected from Shopify Payments, there are several other third party gateways that you can try to use, as listed here: ******************************************************. If you have any questions on how to set up a third party gateway, our 24/7 Support Team would be more than happy to guide you through this process: ***************************************************************;

  If you have any further questions related to your Shopify Payments eligibility, you can also reply to ticket #ffb923c6-eac2-45da-a16b-4490c8eec7e8 via your email. Our team sent you an email on February 22, 2024, and replying to that email will go directly to the agent and team involved in your case. 

  Thank you,
  ******
  Shopify Support
  

  
  

• Initial Complaint

  Date:02/04/2024

  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 March 25, 2024, I got logged out of my Shopify account. I forgot to save my authentication code. I know my username and password, but they required my authentication code to login. The only way to get customer service with ******************** is their online chat. I gave it three attempts to try to get help, and then they disabled me from being able to chat anymore. Ive tried every possible method and I havent heard from Shopify to be able to open my store. My website is live and I cant stop people from making orders or even fulfill their orders. It has been a week and I havent heard anything from Shopify.

  

  Business Response

  Date: 02/04/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I do recognize logging into your store is of paramount importance and shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  Jef - Shopify Support Lead

  Customer Answer

  Date: 03/04/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:02/04/2024

  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.

  Everytime i try purchasing an item using my address ************************ . My order is flagged as high risk fraud i spoke directly with a Shopify owner who told me my order is high risk but everything checks out . So please unban or unblacklist my address this is the first time I ever used Shopify

  

  Business Response

  Date: 03/04/2024

  Hello *******, 
  
  Thank you for taking the time to bring your issue to our attention. I've researched how our high risk order algorithm works and can categorically confirm Shopify does not block or ban any addresses. The merchant you are engaging with *** have some kind of functionality which reviews addresses before completion of the order and this is outside the control of Shopify. 
  
  Please click on the screenshot either below or attached to see what our fraud analysis looks for. 
  
  **********************************************
  
  We provide this analysis to our merchants when an order comes into their store and it's up to their discretion as to whether they process the order or refund the buyer. Shopify does not get involved in this decision. 
  
  Perhaps you might like to check with the merchant as to what the fraud analysis is showing and why they believes it is connected to your address. As advised above, we do not block or ban addresses. 
  
  KInd Regards 
  
  Jef - Shopify Operations Manager
  
  

• Initial Complaint

  Date:02/04/2024

  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 sold over 19k in product through my Shopify store and already shipped the product only to find that Shopify has placed a hold on my account. There is not customer service number to speak to someone on the phone. I have spent hours on support chat. No one can help explain why I have a hold or what needs to be done to remove it. I have been messaging daily and this has been going on for over 2 weeks. At this point Im scared that they have stolen all the money I have invested in the product and my profits. I just want my money then I will be done with Shopify. If anyone can help please help me.

  

  Business Response

  Date: 02/04/2024

  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
  
  

• Initial Complaint

  Date:01/04/2024

  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.

  I launched my Shopify store on 1st of March 2024, * ** ** **** ************ ** * **** ** *** ****** ***** I have invested time and money to build my store and paid designer to make a good design. All in all the store was ready in about a week, I have learnt about Shopify payments and created it since my business based in UK so I have the ability to do so. Unfortunately, few hours later I got an email from Shopify that my account has been closed, there is no access to the store nor the admin page, and there is no reason why this happened! I have contacted their support and after few days I got an email from Shopify which states that if I want my store back I need to reply with further infos and some documents. I have provided all the infos needed there and uploaded all the documents. This was on March 11. Until now I have no other email or communication with them. I have sent several emails after that to know about my situation but no response. I have talked with their customer support but the only thing they told me is I need to wait and they have no contact with the risk team as well! This behaviour is so non professional from a company like Shopify! At least reply back or give us reason why you closed the store! Or re-open it and let us get our design and domain back and choose if we want to stay on your plateform or change to an other one! My Shopify store url: *********************** my Email: ****************************

  

  Business Response

  Date: 04/04/2024

  Hi ***, 
  

  My name is ****, I am a Support Lead here at Shopify. 
  
  Thank you for taking the time to provide us feedback on your recent experience setting up a Shopify store. I can appreciate that this Payment gateway set-up has been less than ideal for you and your business. Due to the public nature of BBB and the personal account details discussed in the complaint, I have sent you a seperate email to follow up where we can discuss this further. For additional context, Payment Gateway partners can request proof of identity throughout set-up and may take additional time to review the details to ensure it meets all banking requirements, this is for the safety of merchants and consumers. However, I can see that you mentioned a delay in communications and Id like us to look into this further for you. 
  
  Speak soon, 
  **** | Shopify 

  Customer Answer

  Date: 06/04/2024

  
  
  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,
  
  
  
  *** ******

• Initial Complaint

  Date:31/03/2024

  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.

  My store has been frozen, which is fine as we will open in soon. But I need to update my domain information as our contact info has changed, but Shopify is telling me I cannot do that until the balance on my store is paid.
  
  These are two separate services and one is fully pre-paid (the domain) so why my ability to update my contact information for my domain is suspect and feels like extortion as I cannot comply with the domain requirements until I pay my balance on another service?
  
  Feels like a shakedown.

  

  Business Response

  Date: 05/04/2024

  Hi ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear of the issue you are having with your account. 
  

  All Shopify stores are billed every 30 days for the plan that they are subscribed to. If a store is unable or does not pay that invoice the store is frozen and all data is frozen. To reinstate a store any outstanding balance must be paid before the store is reopened and able to trade again. Our Support Advisor has explained this on ticket #********. The store will be fully restored when the outstanding balance has been received. 
  

  If you need any more information or have any other questions, you can contact our Support Advisors at any time day or night through our Help Centre. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 05/04/2024

  
  
  Complaint: 21510531
  
  
  
  I am rejecting this response because: I don't need access to my store, but I do need to update my domain contact info. I would suggest shopify read the complaint before responding.

  The domain service is separate from the shop service and has been prepaid, but their interface does not separate the two for account management.

  My next email is to the Attorney General for the State of California to get this resolved as it is a service that is already paid for.

   

  

  Business Response

  Date: 09/04/2024

  Hello ******, 
  

  ***** here again from Shopify. Thank you for your reply, it will allow me to clarify a few details about domains and how they are linked to plans. 
  

  When you open a Shopify store and choose a plan, you have the ability to purchase domain names. A domain name then needs to be “hosted” on a platform. Shopify offer hosting for this domain as part of your plan. This hosting allows you to have unlimited bandwidth, instant SSL certificates, unlimited email forwarding and the unlimited access to super fast servers. So as it is correct to say that you own your domain name, all details of the domain itself are “hosted” within your plan so without a Shopify Plan you do not have access to any details relating to the domain. 
  

  If you do not wish for the domain to be hosted by Shopify you do have the option as the owner of the domain to transfer it to another hosting provider. If you would like to initiate the transfer of your domain, our Support Advisors are available to help with this request directly in our Help Centre. 
  

  I hope this clarifies domain ownership for you. 
  Regards 
  *****
  

  
  

  Customer Answer

  Date: 09/04/2024

  
  
  Complaint: 21510531
  
  
  
  I am rejecting this response because: I am not actually looking for access to my shopify plan or account, I just want the address updated as requested in an email I received from shopify.

  
  

  

  Business Response

  Date: 16/04/2024

  Hello ******, 
  

  ***** here again from Shopify. 
  

  If you have received an email specifically requesting a change then this is a different situation. Due to the public nature of the *** and the sensitive identifying information we will be discussing I have sent you a separate email so we can get the issue resolved for you. Please respond to that email directly from the account owner email address you are using on the store so we can continue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 16/04/2024

  
  
  Complaint: 21510531
  
  
  
  I am rejecting this response because the shopify rep obviously did not read the original complaint or the requested resolution and just copy and pasted the rote response.
  

  

  Business Response

  Date: 23/04/2024

  Hello ******, 
  

  ***** here again from Shopify. I am sorry you feel the response was not directly related to your account.
  As we have advised, all data on a store relates to the legal status of a stores information. Any changes to this must be done in correlation to the account itself. This has been explained in your open ticket #********. Please respond to that ticket so we can find a resolution to your issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 23/04/2024

  
  
  Complaint: 21510531
  
  
  
  I am rejecting this response because it seems odd that they can't just update an address.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:31/03/2024

  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.

  Purchased website through platform that doesnt work or load. Website developers are non complaint and non responsive. Im stuck with a non working website that I paid $180 for. I demand a refund OR a credit applied so that I can purchase a WORKING website.

  

  Business Response

  Date: 05/04/2024

  Hello *******, 
  
  My name is ***** - I am a Support Lead here at Shopify. 
  
  Thank you for letting us know about this issue. I have sent an email to the address provided in this complaint as I will need more context in order to investigate your issue. Please note that developers are considered third-party contractors, meaning that their relationship with their customer's is their own. That being said, there are some cases where we might be able to step in. Please respond to ticket 46759762 with the information requested and I will be glad to look into this for you. 
  
  Thanks, 
  ***** | Shopify Support Lead  

  Customer Answer

  Date: 12/11/2024

  Old domain still connected to cancelled/frozen store. Ive been trying to transfer my old domain to my current active store for years now! Keep running into **** who say my case is escalated and nothing ever happens. Please contact me BY PHONE!!!!! ************

  

  Business Response

  Date: 12/11/2024

  Hello *******, 
  
  
  Thank you for letting us know about this issue. Due to the sensitive nature of the BBB I am unable to discuss account details within this portal.  I have sent an email to the address provided with the ticket ID ********. Please respond there directly and I will be happy to assist you. 
  
  
  Thanks, 
  Jack | Shopify Support Lead