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:18/03/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  
  It's shopify not spotify
  
  
  

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

  Business Response

  Date: 14/03/2024

  We don't see any subscription on their account. It's possible that they're being charged for another, or someone else's account. We'll reach out to them via email and get this sorted out.

  Customer Answer

  Date: 18/03/2024

  I canceled my subscription, they continue to bill me $89 frequently

  Business Response

  Date: 25/03/2024

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify. It sounds like youve run into some issues around unwanted charges for a store you intended to be closed, is that correct?
  
  We have processes in place to assist people with unwanted charges from Shopify. The best way to resolve this is for you to reach out to our Support Advisors to get help on this. To reach Support where they can help you, head over to our *********** page using the link below:
  ************************************************************************************
  
  You can do this even if you cant log in to your store, just let our staff know youre unable to log in to cancel and arent sure where the charges are coming from.
  
  At that point, our Support will ask you for some information about the payment method and how the charges appear on your statement. When someone is unable to log in and prove they own the store that charges are coming from, well ask for some information that shows they own the payment method used for billing instead. The owner of a payment method will always have the right to request we stop charging it, so proving you own the card being charged will give us the needed authorization to remove that method of payment from our system.
  
  Once the Support Advisor has that information, it then gets passed to our Billing specialists, who can use it to track down where the charges are coming from. Once the source is identified, we can work on stopping the charges and move to helping you with your refund request.
  
  If you run into difficulty with any of that, feel free to reply and let me know. If youve already spoken with Support but not had a resolution, you should have received a ticket number in your email inbox. If you share that ticket number with me, I can follow up on it and ensure its in the right hands to help you out.
  
  Best,
  ************** | Support Lead 
  

  Customer Answer

  Date: 25/03/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 26/03/2024

   
  Complaint: 21433073
  
  I am rejecting this response because: 

  not satisfied with shopify yet, didn't get my money back at all, pls assist me in this matter,  thank u, keep in touch , pls

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

  Business Response

  Date: 28/03/2024

  Hello ******, 
  

  I am *****, a Senior Support Lead here with Shopify. I am here to continue from what ****** has worked on for you. 

  Security is paramount here with Shopify and to find any account we first need to know the account owner email address to confirm ownership of the account itself. A lot of times when unknown charges are involved someone has used a different email address to create an account. Have you used an email address that differs from the one you have used here for this Better Business Bureau submission? 

  We have a great tool to help find any accounts by entering your email address into and it will list the stores associated with that address. If you go to - ******************************************************* and enter any email addresses you have used that will show any active stores. 
  

  Alternatively please follow ******* instructions and log into our *********** to speak with one of our Support Advisors who will walk through the process with you. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21433073
  
  I am rejecting this response because:I'm not getting any response from shopify, they don't have phone number and when they email me, I can't reply to it, I just want money returned,  this is very  frustrating for me
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/04/2024

  Hi, ******. 
  
  ****** here again. We cant pinpoint what store we should be looking at for a refund or take any actions to help you via the BBB portal. Were only able to look at account items like billing via secure channels.
  
  To recap, weve explained in previous BBB responses how to recover a store you've lost access to, how to reach our support even if you cant log in, and what kind of information our support staff will need to help once you contact them to describe the issue. Ill add those links again below in case you missed them.
  
  Link to recover stores tied to your email address:
  *******************************************************
  
  Link to reach chat support:
  ************************************************************************************
  
  If youve already been in touch with Support, you should have received a ticket number in your email inbox. Sharing that ticket number with us ensures we can follow up on it and ensure the right things are done to assist you, but we cant take any actions without getting some information from you through our regular secure support channels.
  
  Best,
  ************** | Support Lead

  Customer Answer

  Date: 15/04/2024

   
  Complaint: 21433073
  
  I am rejecting this response because: 

  Again I  cannot reach shopify at all

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

• Initial Complaint

  Date:16/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an online store (www.ugg.com.au) hosted by Shopify for the last 4+ years.I was charged the February 2024 monthly subscription fee and paid. A day or so later they closed the store claiming we were selling licensed product when we were not allowed to.I sent them a large amount of information explaining how licensed products in *** and ********* differ due to differing trademark laws in each country and how we were infact legally allowed to sell product as it was not the same as ******* branded product and we clearlty stated that on the website.I also asked why we were being specifically being targeted when many other sellers on Shopify in ********* are selling the same products (our products).I was ignored, other than being told to ask for a refund. I chased a refund for the Feb subscription, but keep getting run around.They have cost our business a significant amount of damages by their actions.

  Business Response

  Date: 17/03/2024

  Hi ******, 
  
  My name is *******, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support with a refund. Due to BBBs being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  Cosette | Shopify Operations Lead
  
  

  Customer Answer

  Date: 17/03/2024

   
  Complaint: 21442482
  
  I am rejecting this response because:

  Shopify sent a generic email asking what the store name is, account holders names and email address, etc.

  I have already provided this information to Shopify multiple times when I opened the initial complain, plus in several follow up online chats / emails over the last week. Shopify support have acknowledged this in all the subsequent online chats and emails and had escalated it to both business and support teams internally.

  They can easily look up the information based on what I have given them and believe this is simply a delaying tactic as they have done in all other online chats and email requests.

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

  Business Response

  Date: 19/03/2024

  Hi ******, 
  
  Thank you for replying to this BBB. Please know that we need to make sure to authenticate every store when a BBB complaint is sent out. This ensures us that the information shared is relevant to your store and your particular request.
  
  Given the fact that the BBB is a public forum, I cannot share specifics regarding your store status, or the determination of our team with your store's status. However, I am happy to share this in detail within our internal email tool. I am happy to say that I have a positive resolution to your request. 
  
  Warm regards, 
  
  Cosette T | Shopify Operations Lead

  Customer Answer

  Date: 21/03/2024

   
  Complaint: 21442482
  
  I am rejecting this response because:

  Message from BBB says "However, I am happy to share this in detail within our internal email tool. I am happy to say that I have a positive resolution to your request. ", however I have not received any such email from Shopify re what this positive resolution actually is.

  Until I know exactly what this resolution is I can only reject this message.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2024

  Hi ******,
  
  My name is ******, I'm a Support Lead here with Shopify, reaching out here in Cosettes' absence. I'm happy to learn that a satisfactory resolution's been achieved, and all the details of it are contained in the #******** ticket, including your acceptance of the resolution.
  
  Wishing you all the best,

  Zeljka | Support Lead

  Customer Answer

  Date: 05/04/2024

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

  Customer Answer

  Date: 23/04/2024

   Shopify resumed our subscription and reactivated our account and it was working as it had done for many years. Then for no reason Shopify Shop APP stopped working and Shopify Payments also stopped - message saying contact support. I contact support who advise they do no know why and it will be escalated to the business unit. Several weeks later after asking support many times for an update I have not received any response, any resolution or even been contacted. I am now paying subscription fees for a service that is only partially working and now effecting by business significantly. I need this fixed ASAP.

  Business Response

  Date: 23/04/2024

  Hi ******, 
   
  Thank you for reaching out. Our team looked at this request and this issue has been resolved. 
   
  Let me know if you need any further assistance. 
   
  Warm regards, 
   
  Cosette T | Shopify Operations Lead

  Customer Answer

  Date: 23/04/2024

   
  Complaint: 21442482
  
  I am rejecting this response because:

  I have not had any contact with Shopify regarding this latest issue. They say the issue is resolved but it is NOT.

  Shopify SHOP app is still saying issue with your account. ******************** payments has been disable by Shopify.

  This is affecting my business and I am paying for a service that is only partially working.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 24/04/2024

  Hi ******, 
  
  Thank you for your cooperation and patience with us. 
  
  Like I mentioned in the previous email, the issue was resolved. However, it seems that our system didn't update the "action required" part as it needed to. So I can understand how that must've been confusing for you to see. I double-checked with the team and this should not be displaying in your system anymore. Please let me know if this message continues to be displayed in your account. 
  
  Warm regards, 
  
  Cosette T | Shopify Operations

  Customer Answer

  Date: 25/04/2024

   
  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.

  Note - Shopify say in their reply the issue was resolved. The INITIAL issue of store being closed was resolved , however this was an entirely NEW issue that was unresolved. It has now been fixed so the new complaint is closed
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:16/03/2024

  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 have a business website through Shopify that I have been locked out of. When I try to log in it tells me that it has been more than three months since my last log in and they will send a code to my email. Codes to my email never get sent and I cant log in. There is NO way to contact Shopify for help! Phone number is no longer in service, email tells you to use chat, and chat says it is not available and to log in to get help ( which Im unable to do ) Ive been trying to just cancel my subscription that they continue to charge for even though I cant access my account, for the last two months and still cant find away to do it. I feel like this is a scam.

  Business Response

  Date: 23/03/2024

  Hello Nova,
  
  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 closing your store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 46472452
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  ********** | Shopify Operations Lead

• Initial Complaint

  Date:15/03/2024

  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.

  Shopify sends unsolicited mail to my home address. I have no Shopify account. How can I let them know I would like them to stop contacting me? By creating an account, creating a storefront, and submitting a request that eventually might get responded to?SCREW THAT. Shopify needs to have a PHYSICAL mailing list removal that doesn't require spending ************************************** an attempt to get them to STOP BUGGING ME! Or better yet, DON'T BUG ANYONE with unsolicited mail. SHOPIFY IS AWFUL! Their support is worse.

  Business Response

  Date: 23/03/2024

  Hello,
  
  This is ****, an Operations Lead here at Shopify. I understand you have been receiving some marketing mail, and you want to stop/unsubscribe from it, correct? I can definitely help you with this but need some additional information from you:
  
  - First/ last name 
  - Full address
  
  Once I have these details, I can submit the request to cancel the mail being sent to your address. If you want to submit this information privately, I just sent an email, to the email address you provided on this Better Business Bureau complaint, you can reply to that email with your information, and it will go directly to my inbox.
  
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead

• Initial Complaint

  Date:14/03/2024

  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.

  My 17 year old son signed up for a free trial with www.shopify.com. He was required to put in his credit/debit card information. He created a store named ************* and used it during the trial period. Prior to the trial period ending, he went in and deactivated the store because he did not wish to continue using the business once the trial period ended. In March, we were reviewing his bank statement and noticed that Shopify charged him on February 6th and March 7th $39.00 each time. He logged into his account and noticed that a new store called "my store" was created on his behalf that he did not create, name, or use. We reached out to Shopify as soon as we noticed the charges on March 9th and they refunded him for one of the charges $39 on March 11th. They said they needed to contact their billing department to get the other charge refunded. They are now refusing to refund the other $39 saying that they don't issue refunds per their terms of service. Also, my son tried to go in and "delete" his credit card information and there was not an option to do so so he had to just delete his account all together so he wouldn't keep getting charged. We believe this store preys on people and created a store without his consent or approval. He got charged for services he never even used. If you go to the shopify forums you will see that this has happened to many other people as well. It is VERY hard to contact this business(no phone number) and the only way to speak to someone is through chat. They also don't list their business address anywhere on the website. My son's name is *************************** and the ticket number is #********.

  Business Response

  Date: 15/03/2024

  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 however I will email you at the email provided so we can discuss this in more detail if you wish.  
  
  I would however like to point out some facts about store creation and billing. 
  
  It is technically impossible for Shopify to create a store on behalf of a merchant. As a service provider we have regulations to abide by and we would be shut down completely if we had this ability. 
  Every store that is created needs to have a valid email added to it and a confirmation like the one below is sent to the email address for confirmation. 
  
  **********************************************

  
  * All stores are created with the name My Store as a default and it's up to the merchant to change it whenever they like. Some merchants never change it as it's only an internal reference. 
  * For Shopify to charge a store the merchant must select a plan and physically enter their credit card details. Again, it's technically impossible for us to do this. Once the credit card is entered the merchant must click to agree to the relevant charges. As this has financial implications the only person with permission to do this is the store owner. 
  * You mentioned in your complaint your son is only 17 years old. When creating a store every merchant must confirm they will comply with our Terms of Service. Section 1, point 7 specifically states you must be the older of: (i) 18 years, or (ii) at least the age of majority in the jurisdiction where you reside and from which you use the Services to open an Account. 
  * Every time we charge a merchant their monthly subscription we send a notification invoice to their email address. 
  * You provided me with a Support ticket number which I was able to review. Within this I located the email address used to create the stores in question. Interestingly I discovered that your son had created six stores in total. Four of them never made it past the trial stage and the other two you are aware of and have been canceled. 
  * The store with the charges against it was created before the ************ store". It was started in October and we had been charging a monthly subscription since November when your son selected a plan and entered their credit card details. Since November we've been sending a monthly invoice email to the email address connected to the store.  
  * Shopify has only done what your son requested from us. He created the stores, he entered his credit card details, he agreed to the charges and he agreed to our Terms of Service. * We notified him as to what was happening every step of the way with emails to his address. 
  
  I'm happy to discuss this in more specific detail via email.
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 15/03/2024

   
  Complaint: 21433930
  
  Hello,

  I have reviewed his bank statements, and the only "plan" he signed up was paying $15 for the domain name he used ************* and then the $1 monthly "trial" fee.  The store he was using was indeed "deactivated" before the trial period was over as upon logging in in March it was "deactivated" and not on his list of "active stores".  So my questions are:

  1.  Please provide proof of the day he "set up" the store you claim he created.  I would like the date, and time, and a copy of his electronic signature authorizing you to charge him $39.00 each month. Please send screen shots or whatever other means you have to timestamp this transaction. This should include pictures or other means where you can show that he actually consented to this transaction.  Please also send me a copies of the emails you sent him stating he was being billed $39 monthly.  

  2. Seeing that he is a minor, and not 18, regardless of your terms of service, he is not old enough to enter into legally binding contracts. This in itself should be enough to refund the amount. Also, please show me where on your site, other than in your "terms of service" where a birthday is required to be entered to verify he is of age to consent to your service.   

  3. Please provide evidence that he actually USED the store he was being charged for. Please show the activity from the date it was created including him changing the name, placing products in the store, and any activity that occurred with purchases if applicable. Otherwise, he was getting charged for an "empty shell" and NO business services were provided. 

  4. I find it very interesting that I was unable to find a business address OR phone to contact Shopify.  Very poor business practices to not even be able to contact the company other than "chat" to address a problem or complaint.  I believe this is "intentional" as in looking at the various complaints on your forum it's clear that you do everything you can to make it nearly impossible to easily address a problem once it arises.  

  On a final note, is it really ethical or best business practice to refuse to refund a mere $39 for a minor? 

  
  Sincerely,

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

  Business Response

  Date: 17/03/2024

  Hello *********,
  
  As my response requires me to share specific store information I will send this via email and not the BBB portal as this a public forum. 
  I will be sending my response to ****** email as this is the authenticated address connected to the store. 
  
  Kind Regards 
  
  Jef - Shopify Support Lead 

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21433930
  
  I am rejecting this response because as stated before, regardless of the information you provided, he is a minor and not capable of entering into contracts.  As you stated, the terms of service state that he must be 18, and he is not, so therefore the "contract" is null and void.   Additionally, just for the record, I don't think there is one person on this planet who prefers talking to an AI generated robot over a human being. The only resolution I will agree to is a refund for the additional $39. If that cannot be done then this will need to be closed without resolution. 
  

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

   

• Initial Complaint

  Date:14/03/2024

  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 canceled my subscription on January 9, 2024. I immediately lost the ability to log back into my account even though they said I could still log in for 7 days. I was charged for the subscription on both February 8, 2024, and March 8, 2024. I was charged $39.99 both times for a total of $79.98. I reached out via the only support contact available, live chat. After an hour of me giving them my information, attempting to log in, and taking screenshots of the login not working, She verified that she could see the account was canceled. I gave a screenshot of my credit card bill with the card number and the charges on the same page. Then, a few days later, I received an email saying that there was nothing they could do because the credit card information did not match what they had on file. But I have no other cards it could be on and no other Shopify accounts. This was literally the card being charged for the account. The only way to reach them is through the chats. They do not offer email or phone support. I simply want a refund of the last two charges and confirmation that my auto draft payment is canceled.

  Business Response

  Date: 14/03/2024

  Hello *****,
  
  My name is *** and I’m 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 *** 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 I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead...

• Initial Complaint

  Date:14/03/2024

  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.

  On 11/20/2023 I subscribe with an *** known as ************* *** that drop ship through SHOPIFY. There was a $295 monthly charge to drop ship with ************* ***. I sign up than had questions about the company and and canceled within an hour of signing up with ************* ***. After I put a stop to the charge with the CC they had on file for me, Shopify repeatedly attempted to charge my card until they succeed in taking $295 from the card on 11 /24/23. I did not know that by subscribing for dropshipping services, that I agree to a no refund policy. It was cancelled immediately. Shopify refuse to refund the charge, suggest I request the refund from ************* ***. The subscription/signup method is misleading. There is no warning that there is no refund,once the signup button is click, you ***roved of Shopify taking your money without service

  Business Response

  Date: 22/03/2024

  Hi ***,
  
  My name is ******, I'm an Operations Lead here with Shopify. I regret t hear of your experience that had occured in November 2023, and I appreciate the time you've taken to file the comnplaint. To clarify, the information you've received is correct, in instances of using a Third Party services, Shopify is not responsible for any charges incurred originating from the Third Party, however, you will be charged for any fees relating to your purchase or use of any products or services, including Third Party Services. This is outlined in Section 5 of Shopify Terms of Service, including the no refund policy (5.10.).
  
  I hope this clarifies the matter.

   

  Kind regards,

  ****** | Operations Lead

• Initial Complaint

  Date:13/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently have a paid subscription with Shopify for my business website. I contacted Shopify's help center back in mid-February 2024 because I was unable to log-in my account due to an incorrect phone number being associated with the account. All of the codes to reset my password were being set to the incorrect phone number that was listed on my account. In order for me to resolve this issue I needed to speak directly with a help center representative. I reached out to them via chat box since Shopify has no direct phone number and a team member let me know that another team member would reach out to resolve the issue. After a few days of no contact, I then reached back out and I finally received an automated email from Shopify to upload my personal documents so that they can verify my account and reset the password. I uploaded my documents the same day and waited several days for a response. No response. Since then I have continued to reach out to the help center and have spoken with several different chat reps and they all have said they're escalating my issue to be resolved and to this day, I still have not heard from ANYONE regarding this matter. I am trying to run a business and have not been able to access my shopify account for almost ONE MONTH. This is entirely unacceptable as I have paid for a yearly subscription with Shopify only to be locked out of my account for several weeks and receive no resolution or communication from their team. Once again, Shopify's platform is to help business owners run their business and I have not been able to run my business since I have had no access to my account. All I am asking is for this issue to be rectified immediately.

  Business Response

  Date: 14/03/2024

  Hi *******,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of your experience with us, however, I'm delighted to confirm that the matter thas been resolved, please review the #******** ticket containing all the relevant details.
  
  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 14/03/2024

   
  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:13/03/2024

  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 am the owner of one of the shopify store, We had an order which the customer opened a chargeback for, It was order ****, customer opened a chargeback for the full amount, but we already refunded partially. The bank sided with the customer on the chargeback, so we lost the full sales amount + the merchandise + the partially refunded amount which was $200. The $200 partially refunded amount should be returned to us (the seller)
  
  Shopify support said their payment processing partner can not get this amount back to us. This is totally not fair to us as merchants.

  Business Response

  Date: 19/03/2024

  Hello *****
  

  My name is *****, I am a Support Lead here with Shopify. I am sorry to hear of your difficulties with customer chargebacks. 
  

  As ecommerce grows, consumer expectations and behaviours evolve and the ability for a consumer to create a chargeback has also evolved. Chargebacks are controlled by the Banks and credit card companies and not by Shopify. Shopify has no insight into any workings of a chargeback other than giving a portal for our Merchants to submit their evidence about any such chargeback against their store, which is why we cannot return any monetary value. These submissions are crucial to provide the banking partners with as much information as possible so you have a good chance to win the case against the chargeback. We have some great information in our help center that have some tips to combat chargebacks. 
  

  I hope this gives you more insight into the process. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 19/03/2024

  
  
  Complaint: 21425688
  
  
  
  I am rejecting this response because: We store owners on Shopify has contract with Shopify, Shopify has the fiduciary duty to act in our best interest and not just say it's out of our control and call it a day. Again, I am wiring this complaint because we are losing more than the possible sales amount, banks are ******** us and Shopify does not do anything. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 22/03/2024

  Hello *****
  

  ***** here again. Shopify is continually working for our Merchants to help with their growth and to help make their business as successful as it can be. There are many resources available to help if a Merchant finds themselves with an issue.

  Chargebacks are outside of this. Shopify has no control over any aspect of a chargeback. The process is between the banking partners involved in the transaction and not Shopify itself. I know this is not the answer that you may be looking for although it is the only one there is in regards to chargebacks. If you have any other questions or issues that we can help with please do not hesitate to contact our Support Advisors through our Help Centre. 

  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/03/2024

  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.

  Shopify takes two weeks to give my businesses payouts which in turn affects my business and creates problems with my bills

  Business Response

  Date: 12/03/2024

  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: 13/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because:  I have responded to Shopify and no one has reached out I responded from *********************** which is also associated with my business Kchell Fashions. Shopify holding my payouts for 2 weeks has totally disabled my business production of being able to pay bills employees and it has put my business in debt. Shopify does this because they are not a company headquartered in ******* that's how they avoid *** laws and are doing many companies like this according to employees. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 13/03/2024

  Hello *******,
  
  Thank you for your continued communication.
  
  As you are aware, I reached out to you yesterday on ticket ********, asking for some account information so I could look further into the issue with you. When you reached out to the BBB, you provided the email ************************, so this is the email we created ticket ******** with. In ticket ********, I asked if you could please respond to me from the Account Owner email associated with the account, and in addition, provide the myshopify URL of your store. However, at this time you have not provided these required details in your response as of March 12th, meaning I am unable to look into, or speak about your account. For additional context, I am not seeing ************************ as a user/account owner on any active ******************** stores.
  
  If *********************** is your Account Owner email address for your store, please CC that email address in to ticket ********, and then make sure to reply directly to the ticket using that email. As security is very important to us, this helps us ensure we are only speaking directly with the owner of the account. In your reply, please make sure to also include the myshopify URL of the store you would like to speak about.
  
  I look forward to your response on ticket ********, so that we can work on any applicable next steps related to your payouts.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 13/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because: I already responded to the email. I totally get why we are being treated this way. We live in a racist world.  Now they will try to say they never got a response. Case is building. All I want is my money. We don't have to take this court if you all provide my my payouts sooner than two weeks. ************ 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 18/03/2024

  Hello *******,
  
  Thank you for your continued communication. I wanted to recap our conversation here from ticket ********.
  
  We have looked through a number of your payouts, and are not currently seeing any payouts that are taking two weeks (or near two weeks), to be paid out. As an example, your store took two orders on March 12th, that were then paid out to your Shopify Balance account on March 15th. This is a turnaround of about 3 business days, which is consistent with your current payout schedule to a Shopify Balance account. Of course, since you currently have your payouts set up to your Shopify Balance account, if you are then transferring money to your personal account there may be additional days for that transfer to occur. More information on that is available here. 
  
  If you are not using your Balance account for anything other than collecting payouts, it could be quicker overall to go back to using your bank account directly as your payout account, rather than having payouts go to Balance, then transferring them to your personal account. Generally speaking, for merchants in the US, your payouts can take anywhere from 2-5 business days when set up to deposit directly to your bank account. To help ensure that you receive your payouts quickly within that time frame, you can enable two-step authentication, as well as verify your bank account with Plaid. If you have not already done those steps, you can find more information about payout times and these steps in our help document here.
   
  As also mentioned in ticket ********, if you have any specific payouts in mind that you are seeing taking two weeks, please provide them for us, and we'll be happy to take a look. Feel free to also respond with any additional questions you may have.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21420666
  
  I am rejecting this response because: Greetings I am disabled and have a hard time getting things done on the computer.  I have to get assistance with things like this just to get the tasks complete.  When I called in for assistance your agent hung up on me after he wanted to verify a bank charge and then when I get the bank on the phone all of a sudden finds it when in his computer..  I don't understand why you can't assist customers with disabilities.  This  within your company needs to be addressed. Then on top of that in spite of the situation now you all tell all or agents not to deal with me over the phone,  but over email.  Why discriminate against one customer? Then you charge 77 for a ******************** capital fee without doing a payout, wow.  What kind of nonsense is that?  Then when Shopify finally gives a payout that I've been waiting for 7 days you charge me 3 shopify capital payments, when I'm using your system.  Why can't you take out your money properly on time without over charging the customer whenever you feel like it.  I plan for my funds not you. Stop deducting funds from my payout or accounts without my authorization.  Correct your software issue with the communication disconnect from Shopify Capital and Shopify Balance. They do not work together. ... The long awaited payouts that I'm referring to are like the Charges that Occurred on Feb 22 2024 order#**** took 5 Days to Payout.  That is too much time to wait for funds that are being transferred electronically.  Square doesn't even take this long. Pay me faster. No Overnight lending on my money and I'll get it faster. Pay me faster lower your fees solve the day.  Thanks Have a great day.

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