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: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.

  I created a Shopify Store and did get it fully activated. I canceled the store on March 3, 2024 and Shopify charged me again on March 21, 2024. This was a continuation of a monthly charge as well as another app that was in the store. Shopify has no email address or phone number to call. There is one listed in ******'s site but they are both inactive. Shopify will not refund for anything, per their Shopify Resources page. Now I need to file a claim with my credit card company to rescind the unauthorized charge.

  

  Business Response

  Date: 28/03/2024

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are experiencing difficulties with closing your account. 
  

  I can walk you through the steps although due to the public nature of the ****** ******** ****** and the sensitive details we will be discussing I have sent you a separate email so we can work together and get the issue resolved. Please respond to that email with the requested information. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:A Shopify representative reached out to me and seemed to be helpful. I still have not received a refund of the Shopify charges. The representative stated that he would pass the issue onto his billing department for a refund as of April 1, 2024. I still have not heard back from them or seen a credit to my ****** account. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 17/04/2024

  Hello *******, 

  ***** here again from Shopify. 
  
  I have worked with our billing team and a refund has been processed. It will take a couple of days for you to see it returned to your account. I have updated this with you on our internal emails also. Please respond to that email if you have any further questions. 

  Regards

  *****

   

• Initial Complaint

  Date:22/03/2024

  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 my store with Shopify on 1/16/2023, since then I have been having the site built for launch. I noticed a charge on the account from a 3rd party i did not agree to, at that time i reached out to Shopify who advised me to reach out the 3rd party which I did and after 48 hours of no response i reached back out to shopify who then reached out to the 3rd party themselves which at that point the 3rd began responding to me, i sent over the information they requested. At that time i was advised it would take up to 15 days, i reached back out to shopify because now my store is frozen and 15days without access to my business is detrimental to my business and my well being. The 3rd advised me that I should contact shopify then shopify advised me to contact the 3rd party again. I made the decision to just stop business with shopify and take my business elsewhere to prevent a delay for my customers, all i asked was for the domian i purchased through shopify to be reeased and they said they cant because my store is frozen. My business is at a complete standstill because even though i entered an agreement with Shopify only, Shopify wont assist me without approval from a 3rd party i never agreed to due business with.

  

  Business Response

  Date: 28/03/2024

  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 a third party app charge and domain transfer. 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:22/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a two-page document with all the details to upload

  

  Business Response

  Date: 26/03/2024

  Hello *******,
  
  I'm ****, an Operations Lead here at Shopify.
  
  Thank you for reaching out, we understand how important this is to you.
  
  We would like to explain what Shop Pay is and how it works, Shop Pay is an accelerated checkout option designed to enhance the shopping experience for customers, some Shopify store merchants have this option enabled on their stores to provide this service to their customers. It allows customers to save their email address, credit card, shipping and billing information, making the checkout process faster and more convenient. Customer payment information is encrypted, securely stored and only available to stores when an order is placed. 
  
  Since your information is saved in the app, this might be the reason it took the same mailing address while you were completing your purchase on the store you have mentioned. Regarding the change of address, we strongly recommend that you reach out directly to the online store via email, you can reply to the order confirmation email, and it will go directly to them.
  
  You can delete your Shop account by entering the linked email address here: *******************************.
  
  This action can't be undone once completed. Once deleted, Shop wont remember the info you might have shared including your:
  
  - Email address
  - Phone number
  - Order and delivery history
  - Shop Pay information including credit and debit card numbers, billing, and shipping addresses
  
  Don't hesitate to contact us if you have further questions.
  
  Best,
  
  **** | Shopify Operations Lead

  Customer Answer

  Date: 28/03/2024

   
  Complaint: 21472876
  
  I am rejecting this response because: Please see attached "Answer to Shopify, ***** Response" document that I attached above and also sent separately in an email to *******************************, Community Engagement Team, **************************************.
  

  Thank you!

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

  Customer Answer

  Date: 28/03/2024

   
  Complaint: 21472876
  
  I am rejecting this response because: See attached document
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 28/03/2024

  Hello *******,
  
  This is ****, thanks again for the details provided, I have sent you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 46594496
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

  Customer Answer

  Date: 12/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: Besides my document for the original complaint, I sent another document to you as BBB as a response to Shopify ***** "non-response". Did you receive that? I continued to get emails from a Shopify person that went in circles & never spoke to my desired resolutions, which were: to send my items to me at the address I provided, which Shopify CHANGED to the wrong address since they use a default address in their system instead of the address I typed in! (Poor business practice & did not include another field in which I could have corrected the erroneous information.) She kept insisting that there was such a field before submission of the order but that is a lie and misinformation. I wanted my account cancelled & she sent me on a "wild goose chase" to supposedly do this myself with a dead end with the error message. I have also copied to your BBB office copies of my responses to her continued emails with nothing of substance in them! Have you received these and added them to my file? Shopify *** has offered me NO RESOLUTION! Just misinformation! They pretended that they did not have my email address or phone number as a delaying tactic. But I gave them my email and phone number on my very first complaint document. Please let me know that you received all the documents I mentioned above! What happens next? Complaint #********
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 15/04/2024

  Hello *******,
  
  **** here, I've been in communication with you via email (ticket ********). We understand how important this is for you, and we have provided a detailed explanation about how Shopify and the Shop App works. As mentioned, Shopify is an ecommerce platform we provide merchants with the tools they need to create an online store, but we dont handle products, inventory, or fulfilling orders, so the shipping process its managed by each online store. For the order that you recently placed on the store you have mentioned, the new shipping arrangement, will need to be coordinated with the store directly.
  
  Regarding the deletion of your Shop App account, I provided a link where you can request this (*******************************), and you reported the link provided was showing an error when you tried to complete this process, so I offered to send this to our Shop App team for deletion, but we needed to confirm some details from you to delete it. I understand you shared your email address and phone number when you submitted the complaint, but we requested a confirmation of these details as it's a normal process for security purposes and to make sure we deleted the correct account as requested. 
  
  My colleague ******, emailed you on April 2, 2024 requesting additional details for the deletion, but we haven't heard back from you (ticket ********). I recommend you share with us those details, so we can complete your request as soon as possible.
  
  Regards,
  
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 17/04/2024

   
  Complaint: 21472876
  
  I am rejecting this response because they have not offered ANY RESOLUTION from sending out my delivery items to a default address that their platform saved rather than to the delivery address I typed in, not allowing me another screen to correct their mistake.  It is MY UNDERSTANDING that Shopify, *** has a warehouse of the Sweet Baby Rays products and that THEY send out the items. **** alleged that was not the case. I understood that from ******* in **************** at the Sweet ****************** itself. ******* was surprised that only about three hours later in the early morning hours, that Shopify CLAIMED that they had sent out the items already to the wrong address and there was "nothing they could do".  They seemed to feel NO RESPONSIBILITY that their poor business platform used default addresses stored RATHER THAN THE DELIVERY ADDRESS typed in by a customer without an extra step to correct any mistakes their platform created. The other part of the resolution I wanted was for Shopify to delete my account, so I would not have to go through this again.  They said they needed my email address and cell phone number.  I have provided it at least 4 times now, yet they keep claiming they do not have it to be able to delete my account.  They wanted me to delete my account myself but their instructions took me in circles and ended up on a page with an error message twice. THEY NEED TO DO IT FOR ME and stop wasting my time!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 22/04/2024

  Hello *******,
  
  Shop App Account Deletion: Your Shop App account has been deleted from the system as of April 15, 2024, we proceeded with the deletion based on the information (email address and phone number) you provided through this BBB complaint.
  
  Regarding your order, as previously mentioned, Shopify is an e-commerce platform, but each store is responsible for managing their sales, shipping products and processing payments or refunds. For this reason, we recommend that you contact the store directly to coordinate the new shipping information.
  
  Regards,
  
  **** | Shopify Operations Lead

  Customer Answer

  Date: 24/04/2024

   
  Complaint: 21472876
  
  I am rejecting this response because:  I paid for three bottles of a product and typed in my delivery address.  Instead of sending the items to the delivery address I typed in, Shopify *** changed the delivery address to one in their default program, which was incorrect. Consequently, I did not receive the order. Shopify *** has claimed that they were not responsible to fulfill the order (i.e. mail me my order) but that is untrue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:21/03/2024

  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.

  March 9,2024 Shopify took a payment of $41.57 from my card ending in 1625 exp 4/28 for **** **** **** *****. I have reached out via chat as this is the only form of contact September, October, November, December 2023. Also, February and March 2024. This account was canceled before the free trail ended and I have not had access or an service with this merchant.

  

  Business Response

  Date: 27/03/2024

  Hi *******,

  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to file this complaint.
  
  The email address used to file this complaint ([email protected]) does not exist on our records. I'll need you to respond here with the Account Owner email address associated with the account in question, and for authentication purposes.
  
  Due to the public nature of the BBB, I'm unable to discuss account details on this platform, meaning that I'll need to reach out to you directly to the email address associated with the account in question to be able move forward. 
  
  

  Kind regards,

  ****** | Support Lead

• Initial Complaint

  Date:21/03/2024

  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.

  I opened a store with Shopify in January. It was extremely difficult to set up and had glitches and errors. I contacted customer support via chat a month ago and got a rep who was not able to communicate well and was not at all helpful. I then asked for a rep who could communicate proficiently in my language, which happens to be English. Apparently this made **** irate and this person then threatened to close my account. It escalated from there. I contacted chat support again later and got a wonderful rep on the phone named ****** who quickly solved my issue for customers not being able to order. Things have been fine since. However, I received an email 2 days ago from a "team lead" named *** telling me that asking for a rep who can communicate sufficiently in English is "offensive and disrespectful" and they are going to block me from customer service and chat support and close my account. I PAY for a service. I expect to be able to get competent and proficient help when issues arise, and I was not one bit disrespectful to that rep until they repeatedly refused to transfer me to someone else and then started threatening to close my account for simply asking to be transferred to someone who could better assist me. As a paying customer, I expect to have access to competent support. So after much thought and many tears and stress, I closed my account completely. I refuse to be treated so terribly for simply asking for a basic level of customer service. I will not have my business threatened for such nonsense. I feel bullied, targeted and harassed at this point. The conversation happened a month ago and they are still threatening to close my account. This is dangerous and disturbing. So I made the decision to completely close my store and account with them because I refuse to be bullied for simply asking for decent service. Today they sent an email telling me to set up my store. This account is CANCELED. I am not setting up anything and want this CLOSED COMPLETELY.

  

  Business Response

  Date: 24/03/2024

  Hello *****,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order to check the status of your account, I will need to receive further information to review 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: 25/03/2024

   
  Complaint: 21468554
  
  I am rejecting this response because:
  **** is not trying to resolve anything at all.  She sent me a bunch of suspicious links to click on to "verify my account" even though they know very well that this is my account and can verify based on the information in this complaint.  ************ is completely dishonest, shady, deceptive, unscrupulous and fraudulent. They need to be banned from doing business in *****************, and I encourage every person reading this response to please reach out to your congress members and state's attorney general, as well as the *** and file complaints against them for the harm they are doing to small businesses and their extremely harmful and dishonest practices.  This is absolutely criminal.  They have absolutely no intention whatsoever of resolving issues, and will use any excuse they can to try to scam people out of hard-earned money and cause constant frustration and unnecessary harm.  

  If they refuse to confirm that everything is completely closed and that I will never again be charged anything since I have closed everything with them, then I am moving forward with filing suit against them should anything else come from this.  I will not play games with these criminals.  This is organized crime and it must be stopped.  I also want an apology for the way I have been treated at this point since they are so difficult and are making it downright impossible to get resolution of any type, and they are being intentionally combative.  This is criminal.  Their reps started retaliating against me for simply requesting a rep who can communicate coherently in my language to help me resolve issues with their sub-par product, and now I am in this situation because of how nasty they are.  

  This is NOT resolved and they are not making any attempt at resolution.  They are making this as difficult as possible and have no intention to resolve anything.  I will not play this game.  I'm contacting my attorney and regulatory agencies.  Who wants to join me??  

  

  Business Response

  Date: 26/03/2024

  Hello *****,
  
  Thank you for your response, as well as your response in our direct ticket 46487634. 
  
  Firstly, I would like to address your concerns about our email authentication process. Due to the public nature of the BBB, we are unable to discuss account specific details here which is why we handle this part by email. The links shared in our previous email are not mandatory to select, they are only to help you recover your store information should you forget the email account associated with the store, as mentioned in our previous communication. We provide this to all merchants during the authentication process so that the merchant and our team are able to confirm supporting the correct store involved, if the merchant forgets their stores information. 
  
  As I was able to authenticate your account in ticket 46487634, I have reviewed your account details and can confirm you that it is completely closed, you will not be receiving any further contact or charges from Shopify going forward. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead
  
  
  

  Customer Answer

  Date: 27/03/2024

   
  Complaint: 21468554
  
  I am rejecting this response because:
  Shopify has completely ruined my business launch and cost me so much time, money and distress that I am now having to start completely over from scratch and this setback is causing extreme hardship and stress.  I will very likely be moving forward with action to recoup damages from this scam of a "company".  I would strongly advise anyone considering or already doing business with Shopify to take immediate steps to protect yourselves from the harm they will very potentially cause you and cut all ties before they destroy your business as well.  I still very much feel they should be banned from doing this to businesses in ******* and will be reporting them to every agency and lawmaker possible to prevent harm to others.  

• Initial Complaint

  Date:19/03/2024

  Type:Sales and Advertising 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 purchased a yearly subscription with Shopify but needed to close my store due to change of business model/services provided and no longer needed the platform. I reached out to Shopify CS to inquire about a prorated refund since I have only used about a month and a half of the services. They refuse to issue any kind of refund. This is highly unethical practices considering that I paid for a year and did not use remotely close to that. If I had chosen the monthly plan, I would not have had to go through this, and I would not have chosen the yearly plan if I had known I would be penalized. $351 is a lot of money to waste.

  

  Business Response

  Date: 26/03/2024

  Hi *******,
  
  My name is ******, I'm an Operations Lead here with Shopify. I regret to hear of your experience on this matter, however, I've looked into the issue and have reached out directly to you in a separate ticket ********, given that the *** is a public platform.
  
  Please keep an eye out on the above outlined ticket number as it containes all the details and the reslution to the matter.
  
  Kind regards,

  ****** | Operations Lead

  Customer Answer

  Date: 28/03/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21457501, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:19/03/2024

  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.

  I have repeatedly been in touch with Shopify for nearly 2 months regarding a domain issue caused by their Trust & Safety team. We have been unable to use our custom domain on our website associated with the below ticket numbers, ever since the Trust & Safety team lifted a freeze on our account. We were told by agents that the full lift was not done in January. We have been unable to use our store as the domain is incorrect. We need this immediately corrected and a compensation for all costs with Shopify refunded over the past few months, including consideration for our domain costs given this Shopify-made issue that has lingered without any explanation and hours of lost time on our side.
  ****** ******** *** ****** ***** ****** ******** *** ****** *****

  

  Business Response

  Date: 22/03/2024

  Hello *********, 
  
  My name is **** and I'm a Support Lead at Shopify. I know that having access to your domain is an important feature for your store, so I dug into the tickets you mentioned and your other tickets with support. 
  
  While the public nature of the *** precludes me being able to give direct details for privacy reasons, I'm happy to let you know that I was able to contact our Trust and Safety team. They have confirmed that they have reached out to you on ticket ************************************ with the resolution for your domain. 
  
  Please let me know if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 26/03/2024

  
  
  Complaint: 21457195
  
  
  
  I am rejecting this response because:

  Hi ****,

  Confirmed that the domain was fixed only after filing this *** complaint. This shouldn't be the case. We have struggled with your chat support team for hours on end regarding this issue that shouldn't have happened in the first place.

  However, your response does not address the refund. Again, we have been fully unable to launch or use our store as the domain was incorrect and we were told by your team that we needed to keep our store live for 2 months for them to fix the issue. We were basically forced into paying while the team did nothing to correct. We clearly laid this out in the original complaint.

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

  

  Business Response

  Date: 28/03/2024

  Hello *********,
  
  While I am unable to discuss the specifics of your store via a public channel, I can confirm that the shop associated with this domain has had no costs associated with it for the last two months. As there have been no funds charged by Shopify, we are not able to refund anything. 
  
  Please reply to this email if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 29/03/2024

  
  
  Complaint: 21457195
  
  
  
  I am rejecting this response because:

  ****, this is because we prepaid. You were still deducting funds from a prepayment we made in the past - we have been paying for an active subscription. Unfortunately we are at the point where we are discussing via a public forum as (1) you understand your support team's issues, I have stated them multiple times and (2) you no longer provide phone support. We don't want this either, you should be properly addressing customer concerns outside of the ***. You are more than welcome to call me by phone if you have concerns, but this has nothing to do with a public channel.

  Please properly review this issue. Again, you should be plainly aware of the charges we have had with Shopify by looking at our billing history. If you are stating that Shopify has not been debiting from our prepayment balance, I have never heard of this as your team stated they would not refund and did not inform us of the same. We also don't see this on our side. Please advise.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 05/04/2024

  Hello *********, 
  
  As I am unable to discuss the specific details of your account without authentication, I will be sending an email to the account owner email address. PLesae keep an eye out for that email, and we can discuss this issue in-depth in that email. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 06/04/2024

  
  
  Complaint: 21457195
  
  
  
  I am rejecting this response because:

  I've responded to the email. None of this is very sensitive so I'm including my response below as it needs to be resolved:

  "Please advise as all plans are prepaid. Shopify requires prepayment on everything. The reason you're seeing zero charges since January is because we prepaid. There is no way to keep a store live for months without paying.
  
  Were we refunded for the charges paid in October after cancelling? Again, charges are never initiated when cancelling, they are prepaid, and we did not use the store on a Basic plan for an entire month in October, so partial funds should have been (and were) leftover from October.
  
  What is the breakdown of the $18.99 charge on January 8th? Using the Basic Plan or even Pause & Build for 6 days would not have equated to this amount. Again, this math does not make sense as all store owners have to prepay, so I'm not clear why you're mentioning that there are no prepaid amounts. We would need the dates stores were reactivated/upgraded (that is the same day they're paid) and the dates stores are downgraded/deactivated (refunds would be due for the same)."
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 08/04/2024

  Hello *********, 
  
  I understand your concerns regarding the refund, and I have investigated thoroughly, as well as made an offer of a credit as a goodwill gesture. If you wish to accept the credit offered, please reply via that ticket. Otherwise, Shopify has reviewed your request and has found no charges in the time period that are able to be refunded. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 09/04/2024

  
  
  Complaint: 21457195
  
  
  
  I am rejecting this response because:

  Shopify forced us to continue paying for our store while their team rectified the issue for over 3 months. This is a Shopify-created issue. We are clearly asking for a refund as we never wanted to pay these fees, and we made this aware to Shopify. This is a fully Shopify created problem and there is no "goodwill" or a "courtesy gesture" in this situation. ****, refund our money as stated. Shopify is more than capable as they have issued refunds in the past. I am also stating the below response for all buyers to be aware of how this is being handled:

  "Hi ****,
  
  Thank you for confirming that we did prepay ("that was held over from the previous month's payment after cancelling and re-activating, leaving $18.00"). These were absolutely pre-payments and I am not clear why you mentioned they were not.
  
  Regarding refunds, we have been wrestling with your team for over 90 days regarding this issue. Only once a *** complaint was open did your team actually resolve the issue. This should never have been the case. Can you please address this given the immense amount of time and pressure this has put on our team and business? Aside from Shopify's costs, our entire business has been put on hold for months over this issue, and it is not minor. Shopify is the cause here and you are more than capable of making this right, even though it is insignificant given the damages we have already incurred.
  
  We were unable to deactivate our store and get a true refund as your team needed the store to be live to rectify this issue. This is absolutely not our fault and this is fully documented in all chats and tickets.
  
  And no, **** - you need to refund. Shopify has funds and is more than capable of refunding as you have done in the past. We asked for a refund well within 90 days of payment as you can see over chat. We gave your team months to resolve. Resolve this please."

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

• Initial Complaint

  Date:19/03/2024

  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.

  This company has all my information from every shop Ive shopped at online over the course of the past 10 years. Never made an account until 2 years ago. They have been illegally storing my information. The discount codes never work and their system is a scam. I go to my cart and checkout to review the order and it has automatically logged me in and charged my card just from pressing check out. This has happened 3x just from going to my cart and pressing check out. When I select check out as guest, to change my payment method, it automatically relogged me in and charged my card. This is predatory and needs to be addressed. I will be taking this to every agency that can handle this.

  

  Business Response

  Date: 20/03/2024

  Hello *****,

  Thank you for getting in touch. My name is *****, I'm an Operations Lead at Shopify, and I'll be glad to help you with this today.

  It sounds like what you may be describing, is checking out on stores that are powered by Shopify, using Shop Pay. Shop Pay is an accelerated checkout method that makes it easy to purchase from stores you like. Generally speaking, when using Shop Pay, you will be prompted for an SMS or email code that needs to be input in order to complete checkout. However, if you are visiting a shop you've previously purchased from, you may not need to input the verification code. That being said, you would still need to confirm/complete your checkout, and your card should not be getting charged without doing so.

  I can see that you actually got in touch with our Shop Support team yesterday, March 19th via ticket ********. This is the best avenue for getting support for Shop Pay issues. On that ticket, **** has asked you to provide further information about having your card potentially automatically charged, and they have asked for more context on the issues you are having with discount codes. Please continue to reply directly to Haze on that ticket, so that our specialized Shop support team can look into your issues further.

  I highly recommend working with Haze, so they can look deeper into your issues, and provide further support if needed. However, I also wanted to let you know that should you wish to log out of all Shop Pay sessions, you can see how to do that here. Additionally, if you wish to completely opt out of Shop Pay and delete associated data, you can do so using this link. Please be aware though that if you do this, it could make Haze and the Shop Support team unable to look more deeply into the issues you have flagged with your specific account. I would recommend first working with our Shop Support team before opting completely out of Shop Pay.

  We look forward to your response on ticket ******** so that we can continue to support you.

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

  
  

• Initial Complaint

  Date:19/03/2024

  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 am reaching out to address a critical issue we have encountered with our Shopify account.On March 1st, 2024, we generated recovery codes for our Shopify account as a security measure. Unfortunately, when we attempted to use these recovery codes to access our account, we discovered that they were not working. As a result, we have been unable to log in to our Shopify account for the past 12 days.This situation is extremely concerning for us as a small business, as it has prevented us from fulfilling any of our orders during this time. Despite our best efforts, we have been unable to resolve this issue on our own.We have reached out to the Shopify support team multiple times regarding this matter. Each time, we have been assured that their security accounts team is actively reviewing the documents we submitted to verify our identity and resolve the issue. However, despite their assurances, we have yet to receive any concrete updates or solutions.As you can imagine, this prolonged account lockout has had a significant impact on our business operations and revenue. We are urgently seeking assistance to expedite the resolution of this matter so that we can regain access to our Shopify account and resume normal business activities.

  

  Business Response

  Date: 20/03/2024

  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: 23/03/2024

   
  Complaint: 21453719
  
  I am rejecting this response because they have yet to give me a definite timeline of when I can expect my Shopify account to be restored so I can service my customers. They also just charged me for the full subscription for the month which I find to be in poor taste considering it has been TWO WEEKS of not being able to access my account. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 25/03/2024

  Hello *****,
  
  Thank you for your continued communication.
  
  As discussed in ticket 46406998, as of March 24th our Accounts team has gone ahead and disabled two factor authentication for you, as well as sent you an email with next steps for accessing your account.
  
  As also mentioned, we appreciate your patience with this process, and we have provided feedback on the length of this process to our relevant teams.
  
  You should now be able to access your account again. However, if you have any issues in doing so, responding directly to your ticket with our Accounts team will be the best way to continue getting support moving forward.

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

• Initial Complaint

  Date:19/03/2024

  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.

  I was charged by Shopify for a POS (Point of ***** ******** which I was not aware of and have not used because the store I'm building using their service it not live yet. I don't have any customers or a storefront to be able to use a POS. When I reached out to their customer ******** they informed me that there was nothing they could do because it was past their 7-day window. I pay my bills at the end of the month and was not aware of the charge until after the fact.

  

  Business Response

  Date: 27/03/2024

  Hi *******,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to file this complaint, I'd be happy to look into it for you. The BBB is a public platform, and in light of that, I've reached out to you in a separate email to continue the conversation in a confidential manner. Please respond directly to that email (ticket #********), and we can collaborate further on the matter.

  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 02/04/2024

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