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:29/03/2024

  Type:Billing 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.

  Two transactions, one for $799 and the other for $1.08.I never registered with Shopify, but they keep sending requests for payment. There is no one to assist with this. Their online chat suggests I contact my bank but the account they are trying to charge is not mine. They demand I either join their site/program or login to an account I do not own. This is consumer harrassment and must be dealt with.

  

  Business Response

  Date: 04/04/2024

  Hi ****, 

  Thank you for reaching out. Im ***, an Operations Lead at Shopify, and Im here to address and clarify your concerns regarding your Shopify store. 
  

  Id like to assure you that the charge of $1.08 you mentioned is in line with the normal subscription fees associated with maintaining a store on our platform, as outlined in this Pricing and Plans resource (*********************************************). As part of setting up a store with Shopify, all our users agree to these subscription fees, detailed in our Terms of Service (**********************************************). 
  

  As for the $799 charge you mentioned, we currently do not have enough information to address this directly. Could you please provide us with more details or reference numbers related to this charge? This will enable us to investigate thoroughly and provide you with accurate information. 
  

  We understand the importance of handling this matter with care and privacy. As the Better Business Bureau is a public forum, well reach out to you via email to assist you further in addressing these concerns. 
  
  Thank you for your cooperation. Were committed to ensuring a satisfactory resolution to your concerns. 
  

  Warm regards, 
  *** | Operations Lead 

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 21503882
  
  I am rejecting this response because I do not have or want an account with ********************!  I never opened an account with your organization.  It is outrageous that you completely ignored my complaint.  I AM NOT A USER OF ********************.  SOMEONE OPENED THIS ACCOUNT FALSELY USING MY NAME AND EMAIL.  DELETE MY NAME AND EMAIL FROM YOUR DATABASE.  

  Why is this so hard for this incompetent organization to understand??????????????????????????????????  I have tried to handle this professionally and in a private manner but I will ensure that the US **************** and the ******** ****************** are notified of this scam you have running.  Do I make myself clear that I do not want anything to do with this organization?  My suggestion is to do a better job with scammers/hackers and allow consumers to speak with an agent of your company to address any of these issues.........regardless if they have an account or not.

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

  

  Business Response

  Date: 09/04/2024

  Hi ****,
  
  In addressing the concerns presented to us, we conducted a thorough review and have successfully identified and closed the account with the $1.08 USD invoice. The action effectively halts all invoicing attempts from this account.
  
  As for the $799 charge, you mentioned it did not originate from our services, and upon review our findings align with your statement. This charge is not associated with any activity or account within our system.
  
  I also want to confirm that, according to our records, you do not have any other accounts associated with Shopify.
  
  Warm regards,
  *** | Operations Lead 

  Customer Answer

  Date: 11/04/2024

   
  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:28/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a formal complaint against Shopify, our e-commerce ******************** a third-party application used in conjunction with Shopify's platform. We own and operate Damselflyfloralsandevents.com, a flower shop with multiple locations in *************, Westchester, and ***********. Our contract with Shopify began in Sept 2023 and was pre-paid for the year. Our account settings confirm all features of our pre-paid subscription would be legacy.Our business model is pick-up only for fresh flowers, utilizing the 3rd party app Pickeasy to schedule pickup times and locations. This setup functioned seamlessly until Shopify implemented internal updates to their platform and pricing tiers in January 2024, which reset our store's tax settings and disabled the *** functionality of Pickeasy. Customers were unable to check out until a temporary workaround was devised by modifying product settings, this led to another critical issue where customers outside ******** or *********** were not charged sales tax, directly conflicting with state tax obligations and our business practices.Shopify, acknowledged the issue stemmed from their update but has since redirected responsibility to Pickeasy. Conversely, ******** attributes the malfunction to Shopify's updates. This back-and-forth has left us in a dire situation, without a viable solution.We request the BBB's assistance in mediating this dispute to achieve the following outcomes:- Immediate rectification of the technical issues at no additional cost to our business.- Compensation for the loss of sales tax that continues to incur due to this disruption - Assurance of future support and a commitment to prevent similar incidents.Out attempts to resolve this issue are documented and can be provided if necessary. We believe that our situation sets a concerning precedent for small businesses reliant on such platforms and services for their operations.

  

  Business Response

  Date: 03/04/2024

  Hello ******, 
  

  I am *****, a Senior Support Lead here with Shopify. I regret to hear that you feel that your support journey has not been what you have expected. 
  

  I have had a look into your previous tickets and spoken with our internal teams to look at this issue you have been reporting. Third Party App integration with Shopify is something that can expand functionality of the platform immensely and really help our Merchants. We have these integrations for that very purpose. It is the Developers of these apps who are responsible for making sure that the App is functioning as intended and to keep up to date with any changes or updates that have been released. Shopify cannot look into a malfunction of a Third Party App as that App Developers are best equipped to fix any issue that *** occur. 
  

  I do see that on ticket # ********, the App Developers have advised they would be happy to set up a meeting with you and walk through any steps needed to resolve the issue. Please respond to that ticket so that we can move the issue forward and help in any way we can. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 25/04/2024

   
  Complaint: 21500260
  
  I am rejecting this response because:

  I'm writing to let you know that while it has taken me a long time to respond, that this issue has NOT been resolved. I brought the issue back to Pickeasy, the third party app, as suggested by Shopify support, and they confirmed that under no circumstances do they handle tax. Tax is handled entirely by Shopify.

  
  It is absolutely outrageous that this issue continues to be ongoing without anyone taking responsibility.
  

  
  

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

  

  Business Response

  Date: 01/05/2024

  Hello ******, 
  

  ***** here again from Shopify. I am sorry to hear that you are still having difficulties with your store. 
  

  As the initial issue involved Third Party App Developers i have looked through all the tickets regarding the problem. I seem to have a resolution on this issue for you, although due to the Public Nature of the Better Business Bureau and the sensitive Tax information we will be discussing I have sent you a separate email. Please respond to that email so we can put the necessary steps in place for you. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:28/03/2024

  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.

  We had a customer who was marked as high risk of fraud in Shopify. We did what Shopify suggested and canceled and refunded the order.
  
  A few days later we received a chargeback on this order. I contacted customer support and they said that it was an error and we had done everything correctly and they would help us to win the chargeback. I submitted all the documents they requested and waited for a response.
  
  Shopify did not file the chargeback immediately; they waited until the last day possible to file the chargeback. (Months later).
  
  The merchant sided with the customer, even though we provided proof that we refunded the order within 4 hours of it being placed.
  
  Shopify if said there is nothing left to be done and will not file an appeal on our behalf. I have asked to speak to a supervisor multiple times, and every time, it is refused. The agent I am dealing with "****" said there is nothing left for her to do, and even though we did everything correctly Shopify refuses to help us.
  
  I know writing this complaint Shopify will not do anything to rectify the situation, but I am hoping if you are on the fence with choosing Shopify to know there is no longer support. A few years ago Shopify had live agetns who were very helpful, they no longer have that and everything is done though email, and they are not helpful at all.

  

  Business Response

  Date: 05/04/2024

  Hi ***,
  
  My name is *****, an Operations Lead at Shopify.
  
  I would like to look into this situation further. Can you please share with me the ticket number(s) for your interaction with Support? Specifically, the interaction where our team advised there was an error and that we could help you win a chargeback.
  
  Please note that Shopify's role in a chargeback is to provide supporting documentation to help you dispute it. However, the final decision is made by the cardholder's bank, not Shopify. While Shopify provides tools and support to help you dispute a chargeback, it can't guarantee a win. The final decision lies with the cardholder's bank. It's important to provide as much evidence as possible to support your case. More details can be found in this Chargebacks and inquiries guide.
  
  When you are using Shopify Payments, Shopify will submit evidence for a chargeback on your behalf. Shopify collects evidence and sends it to the credit card company on the chargeback due date. You can add more evidence before this date. The issue is usually resolved within 120 days after submission. For more details, check out our help document for managing chargebacks at the following link: *********************************************************************************.
  
  I look forward to hearing back from you soon and please let me know if you have any questions. 
  
  Sincerely,
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 05/04/2024

  
  
  Complaint: 21498931
  
  
  
  I am rejecting this response because:

   

  Hi *****,

  The support ticket number is ********  And I do understand that this is not a normal circumstance, the customer was refunded, and THEN filed a charge back.  At which point I gathered all the screenshots and information I needed to show that this customer was refunded and that there should have never been a charge back.  I did this a day after the charge back. Shopify did not file this information for almost 3 months! And which point the bank sided with the customer.  And when this was escalated it was found that the Shopifys processor did not do the refund, and that is why the customer was allowed to do a charge back.  This is out of our control, and frankly is not something we should be held accountable for. 

  Here is what your first rep said.
  

  "We are confident that the dispute will be resolved in your favor given
  the clear evidence of the refund. We understand that this is a complex
  situation, and we appreciate your patience and understanding during this
  process."
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 09/04/2024

  Hello ***, 
  
  Thank you for getting back to me with the information I requested. Due to the public nature of the *** I am unable to discuss further details of this ticket for your privacy. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  All the best,
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 09/04/2024

  
  
  Complaint: 21498931
  
  
  
  I am rejecting this response because: ***** I appreciate you wanting to keep my store private, but I would prefer we keep the non payment details public so others can make a educated choice and see how Shopify treats it's customers.
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 18/04/2024

  Hi, ***.
  
  This is ****** and I am an Operations Lead at Shopify, I'm a colleague of *****’ and have sent you a response in ticket ********.
  
  In the interest of balancing your privacy of information with your desire to show other potential merchants and the *** what Shopify is doing for you, I’m going to give a brief recap of what that email covers while avoiding store-specific details.
  In that email, I’ve sent details on:
  
  * why we don’t appeal chargeback results
  * explained the chargeback response submission time
  * detailed why Shopify leadership isn’t the best fit to address your concerns around chargebacks
  * what my team’s role is in resolving escalated complaints
  
  I’ve also requested more information on what you’d hope to accomplish with an appeal in this case, and asked for your feedback on what you’d like to see us do to improve services.
  I'll keep an eye out for replies from you in the ticket, and we'll go from there.
  
  Thanks,
  ****** * | Operations Lead 
  
  

  Customer Answer

  Date: 18/04/2024

  
  
  Complaint: 21498931
  
  
  
  I am rejecting this response because: While ****** has explained Shopify's position on the issue we are having, and while she is correct she has explained Shopifys postion.

  What consumers should know is you are not allowed to escalate your case to a manager. You will deal with low level people reading from a script and who do not actual grasp what is going on.

  And Shopfiy will not help you with a chargeback, or provide any proof that they actually filed your chargeback information.
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:28/03/2024

  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.

  Despite two months of efforts and following Shopify's directives to resolve an unauthorized account issue with my business (Vegan **************************) , I've received no substantive updates or resolutions. The ongoing fraud charges by PlantX/Country *************** using my information jeopardizes my business, Vegan Wines, and erodes my trust in Shopify's commitment to user security. Swift action and clear communication are imperative for resolution and to restore confidence in Shopify's platform integrity. Thank you for addressing this with the urgency it demands. ******************************* Founder, Vegan Wines *******************

  

  Business Response

  Date: 03/04/2024

  ********************, 
  

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

  I have looked into your previous tickets and I see that you have been working with our billing team to get any charges you felt were fraudulent refunded to you. Our Billing Support Specialist ***** is still waiting on a response on ticket # ********. Please respond to that ticket directly so that we can get the issue resolved for you as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/04/2024

   
  Complaint: 21498255
  
  I am rejecting this response because:

  I am writing to seek assistance regarding an unresolved issue with Shopify (ticket ID is *********, concerning unauthorized activities in my business account associated with Vegan Wines ********************** Despite diligently following all directives provided by Shopify over the past two months, my issue remains unresolved, and I have not received any substantive updates or resolutions.

  The ongoing unauthorized charges by PlantX/Country Wines & Spirits using my account information have not only jeopardized my business operations but have also significantly eroded my trust in Shopifys commitment to user security. The lack of timely and effective communication from Shopify has compounded the issue, leaving my business vulnerable to further risk.
  Given the severity of the situation and its impact on Vegan Wines, I am compelled to request the intervention of the BBB to facilitate a resolution. Swift action and clear communication from Shopify are imperative to resolve this matter and to restore my confidence in their platform's integrity.
  I appreciate your attention to this matter and look forward to your support in reaching a satisfactory resolution.

  Thank you.
  

  Best regards,
  

  ****************************;
  Founder, Vegan Wines 
  *******************
  
   
  

  
  

  

  Business Response

  Date: 23/04/2024

  Hello *******, 

  I am *****, a Support Lead here with Shopify. 
  

  Security is paramount here at Shopify and protecting the integrity of a stores data is at the forefront of this. We have detailed questions for you to answer on the ticket # ********. The information given in response to these questions is incomplete. You have also advised you have given access to your account to a third party. Due to all of these factors we are still investigating the account. Please keep any correspondence directed to your open ticket so we can work together on getting a resolution. 
  

  Regards
  **********;
  

  
  

  Customer Answer

  Date: 23/04/2024

   
  Complaint: 21498255
  
  I am rejecting this response due to repeated assurances without follow-up over the past few months. This lack of action has diminished my confidence, and I cannot close out the case until the issue is fully resolved. I have also provided my agreement with the third party to Shopify to ensure they have all necessary information.
  
  Sincerely,
  *******************************

  Customer Answer

  Date: 24/04/2024

   Complaint: 21498255
  
  I am rejecting this response due to repeated assurances without follow-up over the past few months. This lack of action has diminished my confidence, and I cannot close out the case until the issue is fully resolved. I have also provided my agreement with the third party to Shopify to ensure they have all necessary information.
  
  Sincerely,
  

  *******************************
  
  

  

  Business Response

  Date: 30/04/2024

  Hi *******, 
  
  Thank you for getting back to us. Our team has sent out a secure link that you can use to upload your personal information. Once we receive this from you, we will be able to action your request accordingly. Feel free to reach out if you have any further questions. 
  
  Thank you, 
  
  Cosette T | Shopify Operations

• Initial Complaint

  Date:27/03/2024

  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.

  March 25,2024 Shopify charged a card that was locked & not listed on my account.When I contacted them they stated the charge did not go through yet the money was taken.I also noticed Shopify has no phone number so how are they even allowed to run an ethical business ?I have reached out through email and the support ******** keep getting the same response about my card was never charged & I am looking at it.PLEASE HELP ME GET A REFUND IMMEDIATELY.They took money from a card that was locked AND NEVER listed on my Shopify account.

  

  Business Response

  Date: 03/04/2024

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the charge on your card, and in order for us to collaborate on this matter, I've sent you a separate email (ticket ********). The reason behind the separate email is confidentiality and security of your account as the ******************** is a public platform, and discussing any sensitive matters here is not an option.
  
  Looking forward to hearing from you on the separate ticket.
  
  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:27/03/2024

  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.

  Since March 22nd 2024 my account has been under review with no prior warning or communication. The review has lead them to hold all payouts from orders with no way of contact to resolve the issue. I have no guidance as to how to fix this. There is roughly $3,000 in order payouts I have no access to therefore I am unable to fulfill orders at the moment. Shopify has not given me a solution, or answer as to why this is happening or how to fix it. I have received no emails regarding this action prior to it happening. They are simply holding all of my money with no explanation as to why, or how to get it free. The customer service has given me no answers as to how to fix this or even why it is happening.

  

  Business Response

  Date: 28/03/2024

  Hi *****,
  
  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 payouts on hold. 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,
  **** M | Shopify Operations Lead

• Initial Complaint

  Date:26/03/2024

  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.

  I opened a new business on 2/3/24. I had subscriped to Shopify's 3 month trial at that time. I have had approx $2100 in sales that Shopify will not pay to me. I had talked with 8 different advisors who have all told me various things to do, which i have done, and to watch my personal e-mail for someone to contact me, in which they never do. I do not use Shopify anymore. I would like the money that is owed to me. They have a pending status on all my sales transactions since 2/3/24.

  

  Business Response

  Date: 26/03/2024

  Hello *********,
  
  My name is **** and I’m 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 payouts, 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

• Initial Complaint

  Date:25/03/2024

  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.

  The company continues to ******* us with marketing materials. We never requested any contact from this business.They are mailing:********************************* Bibles for Refugees Po Box ***** ************, ** 19103-8000

  

  Business Response

  Date: 03/04/2024

  Hi *******,

  My name is ******, I'm an Operations Lead here with Shopify! Thank you for taking the time to file this complaint. I can confirm that you've been removed from the mailing list. Should you require any additional assistance, please reach out to Shopify Support.
  
  Kind regards,

  Zeljka | Operations Lead

• Initial Complaint

  Date:25/03/2024

  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.

  Shopify was late in issuing the 1099-K form, I did not receive ours until March 1rst. Shopify states that they are not required to send out 1099-K forms in order for merchants to files taxes, they can use the exported reports from the merchant dashboard. This would be fine, however the reports do not match what is on the 1099-K form. I had opened a ticket with Shopify regarding this. They too found a discrepancy on the exported reports, but state that the 1099 "should" be accurate and be utilized for tax filing even though the reports are wrong. (Not a warm and fuzzy feeling here). They said they will look into the issue, but they closed the trouble case with no response. I re opened the case, and they closed it again with no response. This is absolutely unacceptable. They are unable to explain to me where they got the numbers for the 1099 that they are submitting to the IRS when their reports don't match. I cannot be the only merchant having this issue. How are merchants supposed to accurately reconcile activity for the year and provide accurate information for tax filing? This is not a way to conduct business and I cannot say I have much trust in what I am seeing on our reports going forward. I am very disappointed in Shopify's support and handling of this situation. They should not be allowed to brush this under the carpet.

  

  Business Response

  Date: 26/03/2024

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

  Customer Answer

  Date: 29/03/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21481859, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *

• Initial Complaint

  Date:25/03/2024

  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 previously cancelled my Shopify account in late August 2023 and continue to be charged. I have tried logging back into my account several times to remove my payment information and there is nowhere to do so. I have been charged $42.12 monthly with a deactivated account. I am requesting a refund in the full amount of $294.84

  

  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 can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  Jef - Shopify Support Lead...