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:12/05/2025

  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 registered a domain name with VistaPrint a few years ago. They sold this division and now Shopify has it. I need to transfer my domain to my web host so my domain and hosting will all be in one place. I have contacted Shopify FIVE times - phone and via their customer service. THEIR PHONE NUMBER IS DISCONNECTED!!! On May 2, 2025, via chat, I gave them proof of ownership and the new nameservers. 10 days later, there's no progress. They have my support chat logs and are telling me they have to verify my informaiton blah blah blah. ******** DID ALL THAT. ALL they have to do is TWO things:- Unlock the domain transfer - swap out the nameservers. It'sll take 30 seconds.I cant do it because I don't have stre with them. I do NEED one. ANd after this experience, I wil NEVER have an account with ********************. Their service is TERRIBLE. They can't evern do the simplest things -- Release a domain that is NOT THEIRS. I NEED THEM TO RELEASE MY DOMAIN NOW!! THIS IS DELAY DAMAGING MY BUSINESS.

  Business Response

  Date: 21/05/2025

  Hello Caitlyn,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead here at Shopify.
  
  I have contacted our Merchant Trust team, and they have successfully moved the domain to your shop, h00dsb-n9.myshopify.com. You should now be able to transfer your domain to Wix seamlessly.
  
  Here are the steps to transfer your domain:
  
  1. In your Shopify admin, go to Settings > Domains.
  2. In the Domains section, click the name of the domain you want to transfer.
  3. Click Domain settings and select Transfer to another provider from the dropdown menu.
  4. Review the information in the pop-up window, particularly the email address, before clicking Confirm.
  5. After clicking Confirm, return to the domain's information page to retrieve the authorization code.
  6. Provide the domain authorization code to your new domain provider to complete the transfer.
  
  If you have any questions, please follow up on Ticket ID: ************************************, as the Shopify Merchant Trust Team is best equipped to address any questions you may have.
  
  Best regards,
  Kody | Operations Lead, Shopify

• Initial Complaint

  Date:12/05/2025

  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 been chatting with Shopify for over 2 months. Chat states they have no supervisor/manager. Here is the standard response I get every time I chat. "I truly understand your concern with this case, and I want to assure you that I empathize with your situation. However, Shopify operates a bit differently, and we dont have a Supervisor or Manager to whom I can escalate this interaction. I know that probably the previous agents told you something similar and the better option that I have here is leave notes for my specialized team, and they will be aware about your urgency." I have not been contacted. I have been asked to submit my color valid photo ID and had it rejected twice with no information as to why it was rejected.

  Business Response

  Date: 20/05/2025

  Hi, ****.
  

  This is ****** and I am a Support Lead here at Shopify.
  
  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. 
  
  That care for merchants' information is also why front-line support is unable to resolve issues that require upload of identification; this is to limit handling of sensitive documents to trained specialists. If you have questions around why a document isn't accepted, the best way to get more information on what's required is replying to the email sent by the specialist team. These typically have an alphanumeric ticket ID.
  
  I note that emails with next steps were sent by specialists on ticket ID: ************************************ on Dec 4 & Dec 9, 2024, April 21, April 23 & April 28, 2025, May 13 & May 15, 2025 with a final email to confirm that the issue was fully resolved May 16, 2025.
  
  Best,
  ****** C | Support Lead 
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/05/2025

  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 April 19, I went to Shopify to order a prom dress from this brand that went by the name luxury outfitters. upon buying the item, I realized far too late that I had made a grave mistake: the pictures and reviews that the store provided via their social media was stolen and taken from Other legit brands. Absolutely mortified yet angry at my naivety I emailed the brand on April 20tth and demanded a refund which they responded that I would receive in 7 to 10 business days. I waited and I still didnt receive anything. I emailed them again asking where my money was which they did not respond to. Worst of all after them claiming that I would receive my refund and me waiting even past the due date of that refund they ended up shipping package, but the package has not moved a single inch. despite that I already knew that there was truly nothing that they actually shipped and that it was just the way of trying to get me off their tail. When I tried to take this issue to Shopify directly, they told me that I had to wait about 30 business days which I felt wasnt fair or reasonable, considering the fact that this was a money that (at the time I needed very badly). So not only wasnt I receiving my money from the brand that I bought it from but even Shopify wasnt willing to help me as soonas the problem started. Also, I feel the need to add that the store I bought the item from completely disabled their account as well as store dashboard and social medias aswell. Theyve also stopped responding to messages I hate that my time has been wasted, and I am not going to sit here and continue to wait for nothing. I have emailed Shopify, but Ive still yet to receive a single reply back.

  Business Response

  Date: 12/05/2025

  Hello Shubie,
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  While Shopify does not directly manage the day to day activities, orders, or fulfillment for stores that use our platform, we're always working to ensure that stores on our platform conform to our Acceptable Use Policies (AUP).
  
  If you havent received a response from the merchant within 30 days, you can report the issue using the appropriate form here: **************************************************************************.
  
  If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols.
  
  Best Regards,
  
  
  *****
  Operations Lead, Shopify

• Initial Complaint

  Date:10/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ************************** They collect your card data and keep charging you forever. When contact for refund for services that didn't work, and not needed, they say when you signed up for a trial there was a small footprint authorizing us to steal from you and not giving it back to you! I will do a chargeback, they will get a fee for that and lose more, you do the same too!

  Business Response

  Date: 16/05/2025

  Hello Am ****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store 
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 27/05/2025

  - Your Shopify store URL (e.g., example.myshopify.com)

  GMDStore
  
  - The email address associated with the store 

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

  - Any related support ticket numbers concerning this issue

  requested refunds and disputes as shop did not work and not used. But no refunds and no customer service. I want all my money back!

  Business Response

  Date: 09/06/2025

  Hello Am Mirz,
  
  Thank you for sharing the additional information. We were able to locate your store and noticed that you reached out to our Support Team regarding this issue.
  
  As explained by one of our support advisors via support ticket #********, subscription charges continue as long as a store remains active, and cancellations must be completed through the admin panel to stop billing. Since the store wasnt deactivated immediately, the system continued to generate invoices according to the plan that was in place.
  
  I checked your store, and it is currently frozen because the payment for the subscription couldn't be processed. Since it is frozen, we won't attempt to charge the credit card on file again unless you reopen the store.
  
  We cannot cancel your account on your behalf, as this is an action that only the account owner can perform. Please follow the instructions in this guide to close your store: **************************************************************************************************************************************************************. Once you close your store, you will not receive any invoices from Shopify. Merchants are responsible for managing all their accounts, including cancellations.
  
  Regards,
  
  Lali | Shopify Operations Lead
  
  

  Customer Answer

  Date: 10/06/2025

  Complaint: 23312080
  
  I am rejecting this response because:
  
  Response is not true and not workable.  System refuses to close the store and asking for the payments. I disputed all the charges with my bank and they provided a response that my bank gave them back the stolen funds. I am stranded without options and Shopify is stealing from consumers like this. Please close and refund back all my money!! I dont want a store that doesnt work! I should not be charged for it either! 
  
  Sincerely,
  
  Am Mirz

  Business Response

  Date: 16/06/2025

  Hello Am Mirz,
  
  If the system is requesting a payment in order to fully close the store, it is because, as previously mentioned, there is a pending invoice of $39.00 USD due to subscription charges. According to our terms of service, we typically do not provide refunds; however, I can make a one-time exception for you. If you pay the pending invoice and close your store, I can refund the $39.00 USD. Please reply to this message to let us know once the invoice is paid and the store is closed, so we can process the refund for you.
  
  Regarding the previous charges, as explained by support advisors, subscription charges continue as long as a store remains active, and cancellations must be completed through the admin panel to stop billing. Since the store wasnt deactivated immediately, the system continued to generate invoices according to the plan that was in place.
  
  Your store is currently frozen because the payment for the subscription couldn't be processed. Since it is frozen, we won't attempt to charge the credit card on file again unless you reopen the store.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 29/06/2025

  There we go, that response clearly shows my complaint and proves it right: the intention and written procedure is to s**** and defraud the businesses. I wish NOT to pay anything and refunds of all charges, and NOT authorizing any of the charges, and Shopify is demanding Another Payment to cancel the subscription and refund! I dont trust as my previous payments I am waiting for refund or chargebacks and yet they ask for another payment!!!

  They have no intention to refund my money taken from me against my will and making conditions to impossible to get our money back!  What a fraud and scamming of businesses! Learn some Ethics and start practicing it, instead of making procedures to scam businesses Shopify!!

  Customer Answer

  Date: 29/06/2025

  I demand full refund of all charges from my cards provided immediately! No further payments from me, class action will be next along with all other businesses Shopify has screwed like this to generate unethical income! Is it a joke? Asking for more payments when I didnt authorize the previous ones and asking for full refunds?

• Initial Complaint

  Date:09/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 signed up for a trial which the terms are "Get 3 days free then 3 months for $1/month in February 2025. In February 2025 I was chaged $1.00 In March 2025 I was charged $39.99 In March 2025 I contacted Shopify and text chatted with a support advisor who said he would look into the charges after I submitted the statements from my ****** account. I submitted the documents the same evening and never heard back. On or about April 2, 2025 I cancelled the Shopify account because I did not want to continue to be charged when the terms of the initial agreement were not being kept and contacting them to resolve the issue did not resolve it. In April 2025 I was charged $39.99 again ( still not past the 3 month date and the account is closed ) On May 8, 2025 I contacted Shopify again to tell them they charged me again and I dont even have an open account and I was not able to get past the chat bot to speak to a support staff or support supervisor unless I opened another account with them and signed up for the free trial. I was going in circles with the chat bot and that is why I am asking for BBB to assist me with Shopify and their questionable business practices by charging customers and not being able to contact anyone at Shopify for assistance. I have attached all documents to show that I have made every effort to resolve this with them but that has proven impossible. Thank you for your assistance with this.Sincerely, ***** ********

  Business Response

  Date: 16/05/2025

  Hello *****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used to submit this complaint)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 21/05/2025

  Complaint: 23311616
  
  I am rejecting this response because: they are only asking for more information.  I have written a letter to address the information they want and added additional things because i dscovered that shopify has also been chargng my credit card for the past 2 years at $9 a month. Again for an account that does not exist.  

  Please see attached letter and forward to Shopify.  
  
  May 21, 2025
  
  
  Lali, Operations Lead 
  Shopify, ***. 
  ******, ON K2P 2L8
  Dear Lali,
  In response to your request made to me through the Better Business Bureau, I am happy to provide all of the information you asked for to resolve this as soon as possible.
  You requested the following information. 
  1) Your Shopify store URL (e.g., example.myshopify.com)
  2) The email address associated with the store (if it differs from the one you initially used to submit this complaint)
  3) Any related support ticket numbers concerning this issue
  
  
  My answers: 
  1) The Shopify store URL was Scenterpeace2022.myshopify.com 
  2) Email address associated with the store was ***********************************
  3) The emails provided to BBB, have the ticket numbers concerning this issue. I have attached additional attempts to resolve this with Shopify in February 2025 and I got no where no follow up,  no solution. Again in March 2025, I tired again to contact Shopify again to get the charges for the 3rd attempt at having a Shopify store fail and all I am left with is charges, charges before the trial runs out and charges that continue until I had to put a block with my bank account to have ******************** stop charging me when the 3 month  $1 trial had not ended and immediately started charging me $39 a month!  
  Furthermore, I have recently discovered my credit card statement that Shopify, *** has been charging my *********** credit card $9 a month for the past 2 years for an account/ website no one can locate!! Until April 2025 when I requested my credit card block all incoming charges from Shopify, *** because I do not have an account and no one can find my account I previously had. 
  I have attached a screenshot copy of my *********** credit card statement for the past year of the $9 charges. I have to request the prior year statement of charges from my ***********. 
  I expect to be refunded for the past year at the minimum, for the $9 a month charges for the past 16 months totaling $144.00 as well as the $1 charges, twice and the $39.00 charges twice total of $80.00. 
  The grand total is $224.00 without including the other years that Shopify, *** was charging me for an account that could not be located or was deleted by Shopify, *** even though I was being paid for.   
  
  
  Please let me know if you need any additional information or documentation from me. 
  

  Sincerely, 

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

  CC: Better Business Bureau 
  Dispute Resolution Department
  Better Business Bureau 
  ************
  *********************************************************************************************
  Re:Complaint # ID ********. 
  
  Please let me know how  I can provide additional documents photos. I tired but the attachment feature was not allowing  me to attach anything, 

  Business Response

  Date: 25/05/2025

  Hello *****,
  
  Thank you for providing the requested information. However, I was unable to locate the store using the *** or email address provided.
  
  To continue assisting you with this request, and to ensure the privacy and security of your store, I have emailed the address you provided in your complaint. Please share any additional information there. The ticket number for this request is: 57673700
  
  I look forward to your response via the ticket number mentioned above. Your cooperation is greatly appreciated as we work to resolve this matter.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 29/05/2025

  Complaint: 23311616
  
  I am rejecting this response because:
  exactly what Shopify is saying is the problem. They cant find my store or my email I used and yet they still charged me for 2 plus years $9.00 TO MY CREDIT CARD and then when I tried to give Shopify another chance with my business, (not realizing they were charging my credit card for $9. 00 a month for the past 2 years) so I signed up again with the same email address and Shopify did not let me finish the trial period of $1 for the first 3 months, they started charging me $39.00 almost immediately. I was charged $39 in March 2025 and I was charged the $1 for the free trial and then in April 2025  $39.00 before that month was even over.  And Now both times I cant find my website I started and I continue to get billed. Shopify cant find my accounts or webstore/ pages why continue to bill a person. 

  I just ask that they ready over the documents I have submitted and stop asking for information i have already submitted for proof of the charges,  I never used another email other than ***********************************. 

  below is my response to Shopify but did not want to communicate outsde of BBB for now. 

   

  Thank you, ***** Pedersen 
  
  Lali, 
  Why are you contacting me outside of the BBB email thread? 
  I will include this email communication in the BBB response section of my complaint on the website.
  
  
  To answer your question there was not another email address used. The only email address used was ***********************************. 
  The only store I ever wanted to open /attempted to open was ScenterPeace with that email address. 
  Its interesting  that you cant locate the store associated with the last 2 years of $9.00 a month charges. My next question is Why continue to blindly bill a customer for a non-existent store? 
  Because it certainly was not to hold the store/website for me in place for me since it cant be located.  
  
  
  Attached is a screenshot of the past year of charges to my credit card. I will submit the previous year of charges in a follow up email after this one. 
  
  
  
  
  
  
  On Sun, 25 May 2025 at 11:01?am, Lali (Shopify) <************************************************************> wrote:
  
  
  Hi HeyPedersen,
  A Support Ticket has been created on your behalf.
  For reference, the ticket number ******** has been assigned.
  If you'd like to add any more information to your ticket, please reply to this email and you'll hear from us soon!
  
  
  
  
  Lali (Shopify) 
  May 25, 2025, 14:01 EDT 
  Hello *****,
  
  This is Lali, the Shopify Operations Lead handling your Better Business Bureau complaint.
  
  As mentioned earlier, we were unable to locate the store associated with the $9.00 USD monthly charge based on the information you provided. To assist you further, could you please send a screenshot of your bank statement showing the charge? It typically appears as (Shopify xxxxxxxx). This will help me identify the store in question. 
  
  Additionally, could you confirm if you used a different email address when you opened the store where you're being charged?
  
  I look forward to your response, so we can continue working on this request.
  
  
  Regards,
  
  
  Lali | Shopify Operations Lead
  
  
  
  
   
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/06/2025

  Hello, 

  I am agreeable to mediation in order to resolve my complaint against Shopify, Inc. 

  If we do go forward with mediation, please let me know by email the phone number that I should expect a call from (for the mediation). I don't want to miss the call due to the spam filters on my cell phone that send incoming calls from unknown phone numbers, directly to voicemail.
  
  

  Thank you, 

  ***** Pedersen 

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

  
  

  Customer Answer

  Date: 11/07/2025

  Hello, 

   

  I have not heard from BBB regarding the mediation. I was hoping I did not miss an email or anything. Do you have any information as to if Shopify accepted the mediation? Are we just waiting for a date ? 
  Any information would be appreciated. 
  

  Sincerely, 

  ***** Pedersen 

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting charged for an account I havent used in YEARS and I have no way to get into the account to cancel it. The phone number associated with the account I no longer have. I have tried to contact Shopify, but the only way to contact them is by logging into my account which I cant do. They have no email, phone number or anything to contact them with. Such a scam! Ive been charged by them monthly for YEARS with no way to stop it. Ive tried disputing transactions with my bank and got nowhere. I dont know what else to do

  Business Response

  Date: 16/05/2025

  Hello Harmony,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store 
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 19/05/2025

  I do not have a store url as I dont have the store anymore. I havent for years. It was called ******** though. And I believe it was under my email ********************* but couldve also had my email ***************** associated with it as well. 

  Business Response

  Date: 25/05/2025

  Hello Harmony,
  
  Thank you for the information provided, I was unable to locate an active store with any of those email addresses you shared. 
  
  Could you try using our  Recovery Tool  (****************************************) to enter an email address that you think may be linked to the account? By entering your email address in this tool, it will email you a list of store(s) associated with that email address. 
   
  You also mentioned you're actively being billed to your credit card for the subscription plan. By any chance, could you check any email address you have created to locate the Shopify bill? You can filter your search by typing in Shopify bill to see what results it pulls up. If you can locate a Shopify bill in one of your emails, that could be the email linked to the store. 
  
  I have emailed you this information via support ticket number ********. Please reply to that ticket with any new information regarding your account. Additionally, if you could share a screenshot of your bank statement showing the charge, it would greatly assist me in locating the store.
  
  Thank you for your cooperation!
  
  Regards,
  
  Lali | Shopify Operations Lead
   
  
  

• Initial Complaint

  Date:09/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify shut down my store on their platform that im licensed to sell this product, i have submitted an appeal with no response stating and showing my business license to operate this store as well as my invoice for my product. my store has 0 chargeback and 0 complaints yet they shut down my store and also froze my shopify balance , so now i cant access my own funds from their bank they set up on my store ! I need this issue fixed immediately as i am a licensed seller in my state and i have confirmed my license with the Texas board and ****, i have provided documents in my appeal for all of this

  Business Response

  Date: 16/05/2025

  Hello ****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store 
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 16/05/2025

  Complaint: 23309351
  email : ******************************** 

  url: 
  ujudlv-fn.myshopify.com

   

  ticket: eaa1ea07-2a18-4ec7-b5f4-25288c9dcf49

  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 19/05/2025

  they are working my account

   url: 
  ujudlv-fn.myshopify.com
  
  ticket: eaa1ea07-2a18-4ec7-b5f4-25288c9dcf49
  
  
  

  
  

  Business Response

  Date: 21/05/2025

  Hello ****,

  Thank you for providing the information we requested to authenticate and locate your store.
  
  The Shopify Merchant Trust Team has reinstated your account; however, there are some documents you need to submit. An email informing you of the reinstatement of your account has been sent, and it contains the instructions for submitting the required documents. Please refer to ticket: 702d2ca6-a303-4e7d-8884-b1085bb0ef64 for more details.
  
  If you have any questions regarding this request, please reply directly to that email, as it is being handled by the Shopify Merchant Trust team.
  
  Regards,
  
  Lali | Shopify Operations Lead

  
  

  Customer Answer

  Date: 21/05/2025

   
  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:09/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 theme from Shopify in the amount of $270.13. This theme was installed on my website . Five months later, I received multiple requests from Shopify to prove that I was authorized to use this theme. I emailed them back copies of my Shopify receipt for the theme. They thanked me for sending the receipt and said all was well. Ten months later, Shopify once again requested proof of authorization. After I sent them another copy of the invoice, Shopify advised me that I needed to insert a "token" in my website to allow the theme to work and that I would need to hire one of their techs to rewrite the code with the token embedded. If I did not do this, they said they would cancel my website and close my account. This was not a part of the theme package and I want to be refunded for the theme and for the two months I was not able to use my website (June/July 2025). The monthly fee was prepaid in Aug. 2024 for a year at the rate of $31.33 per month.

  Business Response

  Date: 19/05/2025

  Hi, *******.
  
  This is Lumen, and I am an Operations Lead at Shopify. 
  
  Thank you for reaching out and sharing your experience with us. We have received your complaint, and I will be assisting you with this matter. I am still establishing the full history of your recent interactions with our Support team and will follow up with you as soon as possible with further information. Your partnership is important to us, and we are here to support you. If you have any questions, please do not hesitate to reach out.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Business Response

  Date: 21/05/2025

  Hi, *******.
  
  It's Lumen again from Shopify.
  
  I understand that you have experienced some difficulties with the theme you purchased and that this issue has impacted your ability to run your business.
  
  In order to review your account and address your concerns, I will need some additional information to assist you effectively. 
  
  Due to the public nature of the BBB, I am unable to discuss account-specific details here. I reached out to you in ticket # ******** at the address provided in your complaint with further information on how we can proceed. Please search your inbox for this.
  
  Best Regards
  Lumen | Shopify Operations Lead
  

  Customer Answer

  Date: 08/06/2025

  I am rejecting the company's response to my complaint because they have NOT contacted me for more information.

  Business Response

  Date: 12/06/2025

  Hi *******,
  
  This is Lumen from Shopify.
  
  Thank you for letting us know that you haven't received my previous email. I have resent ticket ******** to the email address you provided in your complaint, along with additional information on how we can proceed. Please check your inbox for this message.
  
  Much appreciated.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 27/06/2025

  I am rejecting the company's response to my complaint because they have NOT contacted me for more information. They claimed to have emailed me, but I have received NO MESSAGES from Shopify.
  

• Initial Complaint

  Date:09/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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've used Shopify to purchase certain items and have accumulated their store credit (aka Shop Cash). I'm supposed to be able to see it as a checkout method when I shop, but it's never showed up for me, no matter the store. Now, a bunch of Shop Cash expired, and I didn't even have a chance to use ***** I contacted Shopify about this matter. Their representative ******* just pointed me to the *** and closed the ticket. The *** is unhelpful, and neither was *******.Shopify is tricking customers into shopping on their platform with the promise of store credits, that they can't actually use. They need to clarify how to do this, if it's even possible. And not in a ******** "read the ***" way but actually tell customers how, when they ask.

  Business Response

  Date: 28/05/2025

  Hi ********
  
  
  I'm ****, an Operations lead here at Shopify. I appreciate you reaching out with your concerns. 
  
  In reviewing your issues with using **** cash, I've identified opportunities for clearer communication from our support team, and have communicated that feedback accordingly. 
  
  Our review of the details you provided indicates that you were shopping using the brand's online store, not through the **** mobile or browser app. If you login to your **** account on the **** app or in your browser at ********, you'll be offered the option to use the available **** cash balance at checkout for any order that meets the rest of the criteria. 
  
  I'll be in touch with you by email to share some more account specific-information in the next day or so.
  
  Kind regards,
  ****

  Customer Answer

  Date: 20/06/2025

  I reject this response. Sounds like they agree they didn't message this clearly on their site (thus the need for these extra instructions), and now the credits are expired. They refuse to let me use these credits retroactively towards my previous purchases. So I appreciate their admission of guilt, but they refuse to make it right.

• Initial Complaint

  Date:09/05/2025

  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 switched to Shopify in 2020, right after the pandemic. Initially support was excellent and was a factor in deciding to purchase the subscription.I have had many technical issues in the past two years and found support useless and a waste of time. I received so many conflicting answers, I turned to the shopify communtity for support. I found many others were experiencing the same issues even though I was told mine was unique.Recently my receipt printer began disconnecting periodically and I would go through the time consuming instructions to forget printer and then reload it. This worked for a while and then started to become a daily occurrence. A few weeks ago the process no longer worked at all.After many chats I was able to get live phone support. After a long period of trying different things to fix it I was told my printer was no longer supported by Shopify and I should purchase a new one.I asked which one would be the least likely to be discontinued in the near future, support could not answer but advised me to buy directly from Shopify. I have spent so many hours dealing with this issue and Shopify cannot even be bothered to take the instructions on connecting my printer off their sight. Instead of buying new apps that they cant support they should work on customer service and ethical behavior.

  Business Response

  Date: 19/05/2025

  Hi, ******.
  
  This is Lumen, and I am an Operations Lead at Shopify. 
  
  Thank you for reaching out and sharing your experience with us. We have received your complaint, and I will be assisting you with this matter. I am still establishing the full history of your recent interactions with our Support team and will follow up with you as soon as possible with further information. Your partnership is important to us, and we are here to support you. If you have any questions, please do not hesitate to reach out.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Business Response

  Date: 21/05/2025

  Hi, ******.
  
  It's Lumen again from Shopify.
  
  I understand that you have experienced some difficulties with your receipt printer and our customer services related to that.
  
  In order to review your account and address your concerns, I will need some additional information to assist you effectively. 
  
  Due to the public nature of the BBB, I am unable to discuss account-specific details here. I reached out to you in ticket # ******** at the address provided in your complaint with further information on how we can proceed. Please search your inbox for this.
  
  Best Regards
  Lumen | Shopify Operations Lead