Reviews

This profile includes reviews for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

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  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

Review Details

• Review fromAriel T

  Date: 19/01/2025

  1 star

  Ariel T

  Date: 19/01/2025

  any company with email only as communication is thrash they will suspend your account and and try to charge you back for payouts that you never received it been 10 days since filing a dispute no response. they ask that you summit documentation and accept a charge back without having access tot the platform. then proceed with charging you back without out you accepting the charge back i'm not sure how legal is that.
  

  Shopify Inc.

  Date: 24/01/2025

  Hi *****,My name is ****** and I'm a Support Lead here at Shopify. I appreciate you reaching out with your concerns and I'm here to provide you with some guidance and support.Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some resources and instructions to help you resolve the issue.I see you have concerns regarding a chargeback and I can provide you with some general information. Shopify's role in a chargeback situation is transactional only, in that we act as a liaison between you and your customer's bank. We don't have a sway or say over the decision, which is ultimately made by your customer's bank. We do provide the option to accept or dispute the chargeback and our 24/7 Support team is available for support via live chat or email, with any questions throughout the process. If you would like to read more information about chargebacks, please review this Help Document. In terms of the status of your store, our team has contacted you in Ticket ID ************************************. If you have any additional questions, you may follow up within this ticket, so that our team can provide you with tailored support.Thank you,****** | Shopify Support Lead

• Review fromK. M.

  Date: 15/01/2025

  1 star

  K. M.

  Date: 15/01/2025

  Fraud !!!I was shopping for a deal on an espresso machine which popped up on google.Went on the site looked legit since shop pay was associated with it which i used before so purchased the item.Wanted to expedite shipping so emailed the vendor listed email bounced back.Called my cc and put a stop on the scam Shopify notified the delivery was made.Reported shopify that delivery never happened. Never ************ cc charged me back saying ity was delivered.checked the delivery tracking number noted as Cainiao. they say it was delivered, local company refutes it.The delivery never happened The site does not exist anymore the email bounces back And my cc says that it is a legit company and charged me back PLEASE JUSTIFY AND HELP *********** Bank "Truist" and Shopify conclusively : The bank and shopify seems to be involved with the scam then, since they say they have closed my case.I told them where is the merchandise if it was delivered and who should I go to when the company does not exist.
  

  Shopify Inc.

  Date: 16/01/2025

  Hello *******,I am sorry to hear about the difficulties you've experienced with your recent purchase. Please allow me to clarify Shopifys role and how we can potentially assist moving forward.Shopify acts as a platform provider for independent businesses and does not manage individual store operations, order processing, or fulfillment services directly. In cases where there's a discrepancy between the merchant and the customer, we always encourage direct communication with the merchant for resolution.Given the serious nature of your complaint, I highly recommend taking the following steps:- Report the Merchant: If you believe the store is engaging in fraudulent activity, please use our reporting form to flag this issue to our team: ********************** - Continue Working with Your Credit Card Provider: You mentioned the chargeback was reversed. We suggest further pursuing this with your credit card provider, providing them with all documentation and correspondence you have on the matter.- Engage Local Authorities: For online fraud allegations, reporting the incident to local authorities or a consumer protection agency might offer additional support and recourse.We take matters of fraud seriously and will investigate any reports we receive regarding misuse of our platform. Your cooperation in reporting this situation allows us to take appropriate action against potentially fraudulent merchants.Thank you for your understanding and ************* regards,***** Shopify Operations Lead

  K. M.

  Date: 23/01/2025

  If the company still exists I would be more than happy to communicate with ******* soon as they stole the money, the website is no longer there nor the email, the email bounces back.And you can see in the documentation provided (screenshots), infact, you own the platform GO AND CHECK YOURSELF, it takes a second.I have reported to you to no avail, you could have asked them when they still had the website active on your platform, instead you brushed me off and let them run. You made your money which they stole from me so you are fully complicit as you shared the stolen money. Shame on you for hosting scammers and fraudsters on your platform, enabling them to the fullest and sharing the stolen moneys. YOU ARE FULLY RESPONSIBLE !!! you cannot evade that. It is YOUR responsibility to make sure the money you collect from the clients, are getting the product they purchased.I have talked to my credit card company they say that you are providing the false info that the merchandise was delivered. How can you answer that ??? You are the facilitator, the scammer and the fraudster yourself !!!

• Review fromLizz B

  Date: 15/01/2025

  1 star

  Lizz B

  Date: 15/01/2025

  After reviewing my records, I noticed that Shopify charges the sales transaction fee not only on the cost of the sold product but also adds that fee to sales tax and the shipping which is unreasonable and excessive. They dont have a customer support phone line. Their support staff is not supportive at all & lack professionalism.
  

  Shopify Inc.

  Date: 16/01/2025

  Hello ******* Thank you for reaching out. Our transaction fees include the entire purchase amount, encompassing sales tax and shipping, as this reflects the total processed by the payment processor. This approach aligns with industry standards and the Shopify Payments Terms of Service.Due to the public nature of the BBB platform and our commitment to merchant privacy, our discussion here will be limited. We are unable to verify identities outside our secure support channels, which prevents us from accessing account-specific information. We apologize for any inconvenience with our support team. While phone support is unavailable, our team is accessible 24/7 via live chat and email through our *********** for secure assistance. You can reach us at the following link: ******************************** ***** | Shopify Operations Lead

• Review fromLatasha G

  Date: 13/01/2025

  1 star

  Latasha G

  Date: 13/01/2025

  Im a good customer my account was frozen with no resolution. Ive been getting the run around going in 6 days. I did everything I was supposed to do on my end and still not one rep has reached to assure me that its being worked on.
  

  Shopify Inc.

  Date: 16/01/2025

  Hi, *******.?This is ****** and I am a Support Lead here at Shopify.?I can see that our Merchant Verification team has been in touch earlier today. Please search your email for ticket ID ************************************. If you have any questions on the verification process or encounter any issues uploading your documents, please reply to that **********,?****** C | Support Lead

• Review fromJack K

  Date: 29/12/2024

  1 star

  Jack K

  Date: 29/12/2024

  They made fraudulent charges on my companies bank account. Also, the support team is barely existent and takes 4+ hours to accept a simple refund.
  

  Shopify Inc.

  Date: 02/01/2025

  Hi ****,My name is **** an Operations Lead at Shopify. Thank you for informing us regarding the charges made to your companys bank account. Upon my investigation, I see that you have already corresponded with our Support staff on ticket # ********. It appears your Shopify store was open and active during the timeframe for which you are requesting a refund, which indicates that the charge is legitimate. For context, Shopify does not issue refunds in accordance with our Terms of Service, section 5.10. For more information, please review our Terms here: www.shopify.com/legal/terms#5-payment-of-fees-and-taxes.Thanks,Lex | Shopify Operations Lead

• Review fromWilliam P.

  Date: 25/12/2024

  1 star

  William P.

  Date: 25/12/2024

  I have never used Shopify. I DO NOT have a Shopify account! Yet there appeared on my personal bank statement a Shopify Inc. posting with '0' pending!If I have never used this company and DO NOT have an account with them, why are they on my bank statement!?Try to get in touch with Shopify is next to impossible!
  

  Shopify Inc.

  Date: 02/01/2025

  Hi *******,My name is **** an Operations Lead at Shopify. Thank you for bringing the $0 pending transaction from Shopify Inc. on your bank statement to our attention.Upon investigation, I could not find your email address associated with a Shopify account. Did you recently make a purchase from a store that uses Shop Pay or the Shopify checkout? If so, then this would be expected behaviour. These pending transactions are standard practice to verify that the credit card entered at checkout is active, and they typically expire after five business days. If a charge has been posted by Shopify without your authorization, please reach out to our 24/7 Support via help.shopify.com. In the chat box, request to speak with a representative, provide a brief summary of your issue, and select "I dont have a store" when prompted. Follow the prompts to begin chatting with a Support Advisor. Should you have any concerns about the security of your bank account, I recommend contacting your bank for further assistance.Thanks,Lex | Shopify Operations Lead

  William P.

  Date: 08/01/2025

  My bad. The company that I purchased from uses Shopify. I didn't know. Sorry, all is good with Shopify. I'll know better next time. A+ for Shopify

• Review fromMaria

  Date: 19/12/2024

  1 star

  Maria

  Date: 19/12/2024

  I purchased a yearly subscription from Shopify on September 7, 2024, for $348. Before my store was even fully set up or operational, Shopify terminated my account without warning. They provided no prior notice and did not give a valid reason beyond stating that I violated their Acceptable Use Policy. I followed their instructions to appeal this decision and request access to my store or a refund, but received no response. I am now out $348 with no access to the store I paid for and no refund. This feels like an unfair and deceptive business practice, as I paid in advance for a service that was never rendered. Shopify also removed customer service and now have unhelpful live Service Agents Bots servicing all customer support related inquiries. These bots cannot resolve any issues. They are only allowed to escalate issues and escalations are not being responded to in any way. As a $148B enterprise I expected more from Shopify in terms of customer service. I've made multiple attempts to resolve this issue by email, live support and on their help forum. All to no result. I would like businesses and BBB to take note of this complaint to prevent similar issues for other consumers.
  

  Shopify Inc.

  Date: 03/01/2025

  Hello *****,***** here, an Operations Lead at Shopify.Thank you for sharing your concerns regarding your request for a refund. Due to the public nature of the BBB, we are unable to discuss your specific account details for privacy and security reasons. However I have escalated your request to the proper team and they have reached out to you via the secure Ticket ID: ************************************. Please direct any further questions you have, to this team via that ticket ID please. They are best suited to help you resolve your refund request as quickly as possible. Thank you,*****

  Maria

  Date: 08/01/2025

  Hello *****,I appreciate your response following my BBB post, as well as the *** filing. However, I'm compelled to express my disappointment that external escalation was necessary to initiate a reply, four weeks after my initial outreach. The subsequent communication (Ticket ID: ************************************* received five days ago, unfortunately, has not yet led to a resolution.Urgent Need for Resolution and Transparency: As a paid customer ($348 yearly subscription) who was terminated without clear justification, I urge Shopify to prioritize a swift and fair resolution. The lack of timely support and transparency in this process has been alarming. I request that your team provides a concrete update on the expected resolution timeline and clarification on the termination reason, as initially promised in your Acceptable Use Policy.A Caution to Prospective Shopify Users: While I hope for a positive outcome in my case, I feel obligated to inform others considering Shopify:? Be aware of the potential for account termination without clear justification.? Understand that resolving issues might take an unexpectedly long time.? Carefully evaluate whether the provided support channels meet your business's needs.*****, I strongly encourage Shopify to seize this opportunity to demonstrate its commitment to customer satisfaction and transparency. A prompt resolution to my case would not only rectify my situation but also reassure the broader user community.Expected Next Steps: For the sake of clarity, I anticipate:? A detailed explanation for the account termination.? A clear resolution to my refund request ($348).? A specific timeline for completion (by [Proposed Deadline, e.g., within the next 7-10 days]).I appreciate your attention to this matter, *****, and look forward to a satisfactory resolution. I'm confident that Shopify can turn this experience around, ultimately benefiting both me and future customers.

• Review fromT. M.

  Date: 15/12/2024

  1 star

  T. M.

  Date: 15/12/2024

  I opened an account to accept credit cards for a small landscape business. Once opened I ran a customers card . Success . Then 30 minutes later my account was closed ?? I can call anybody? I have to wait days for answers. Now $2300 is in limbo and I was told I have to wait 120 days to get the money back to my account. I know the person who I charged and its good on their end so it could be a legitimate payment. On top of it they still take the $85 fee . ******.
  

  Shopify Inc.

  Date: 02/01/2025

  Hi, ***.This is ****** and I am a Support Lead here at Shopify.Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information for your next steps to ******* sounds like you opened a store, but then it was closed shortly after your first transaction, is that correct?In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to reject businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why merchants are allowed to appeal the decisions and submit supporting documents to assist in reassessment. If youd like to appeal a closure, you can fill in the form at the link below:********************************************************************** If documentation is not provided, or the documents provided are insufficient to show a store doesnt carry an unsupportable level of risk, the account cant be reopened. If you have questions about the appeal process, you can reply to the email you received notifying you of the ************,****** C | Support Lead

  T. M.

  Date: 08/01/2025

  i have tried to call and i cant . i have been in 5 chats with people at shopify and they say they cant access the account . i filled out your form before and it went no where. i dont know what else to do . i understand the policy but as a small business and relying on income i had my first $2300 transaction and i cant have it for 120 days? that amount could cripple a small business starting and it is. i will try again but it brings me to the new store.

  T. M.

  Date: 12/01/2025

  There is no number to call , i have tried 3 different chats and no help. I did what they asked me to do. You asked me to do an appeal and the link you send me doesnt work . I dont understand ? I simply ran one credit card for $2300. Its been almost 30 days and nothing. Stores closed and i have no money. I cant access the store ! I dont even know if my bank account is valid because i can access it.

  T. M.

  Date: 12/01/2025

  There is no number to call , i have tried 3 different chats and no help. I did what they asked me to do. You asked me to do an appeal and the link you send me doesnt work . I dont understand ? I simply ran one credit card for $2300. Its been almost 30 days and nothing. Stores closed and i have no money. I cant access the store ! I dont even know if my bank account is valid because i can access it.

• Review fromMarcia P

  Date: 13/12/2024

  1 star

  Marcia P

  Date: 13/12/2024

  They held my payments and destroyed my business. We need other platforms that offer the same features. Literally if someone was able to just copy everything Shopify does and just put a different name they can make billions. I would do it if I had a team of Developers and the patience too to do it. Shopify doesn't make businesses successful we do
  

  Shopify Inc.

  Date: 03/01/2025

  Hi, Kamar. I am *****, a Support Lead here at Shopify. Due to the public nature of the BBB I am unable to discuss account specific details here, but I would like to share some additional context surrounding processes. Shopify works in conjunction with **************** in order to provide access to the financial transaction of the checkout. These **************** require reviews to be completed on all stores on the platform to make sure they are working inside the Terms of Service. Sometimes these reviews can cause payouts to be held until a review is complete. This does not stop the store from selling, or interrupt the maintenance of the site. Once the review is complete all monies are paid out. There are alternative options available to Merchants and these would have all been explained in the email you would have received notifying you of the review. If you have

• Review fromTina P

  Date: 12/12/2024

  1 star

  Tina P

  Date: 12/12/2024

  **************** is horrible! I have been trying since Nov 6th (today is Dec 12th ) to verify the Shopify Payments of our non-profit arts organization and it keeps rejecting the information ********************** Profile Report and letter from the ***) even though it is what they asked for specifically. We have had a Shopify account since 2020 and suddenly they don't know if we are a legitimate organization. I keep asking what is wrong with the PDF's and all I get is bot generated answers. Even the Merchant Verification team send standard letters not responding to emails or requests for help. We have gotten large grants from the ****************************** easier than trying to verify our non-profit incorporation on Shopify.
  

  Shopify Inc.

  Date: 06/01/2025

  Hello ****,I wanted to follow up on your recent review. On December 17, 2024, our Merchant Trust team reached out to confirm that your account verification has been successfully completed. According to our records, everything is set up correctly and fully *********** this moment, no further action is required from you. If you wish to update any information associated with your account or if you need assistance with anything else, please respond to the ticket you received indicating that your account is verified. Your Shopify Payments account is functioning as expected.Should any additional information be necessary in the future, we will contact you via email and/or notify you through a banner in your Shopify admin. Please note that we will retain your verification details unless you request an update.Thank you,Kody | Operations Lead, Shopify