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:13/04/2025

  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.

  Shopify and Authenticator 7 app was downloaded on my iPhone that I use for my business. The iPhone was lost on February 25th. I downloaded the Shopify and Authenticator 7 app on my replacement phone. The two apps are no longer linked after redownloading therefore it will not provide me the temporary code to login to the account. I also dont have the twelve digit passcode as the secondary 2 step authentication option. I have tried to contact Shopify through virtual assistant and email support and the Authenticator 7 but they only offer a virtual assistant that cannot help me resolve this problem. They tell me to reset the passcode but that isnt the problem. I have my username and passcode to access the account I just cannot access it due to failure to provide 2 step authentication code. Im unable to access my account and my customers money and my payments are locked up. I continue to pay for the app but Im not able to do business via the app due to lack of technical support. Please help me reach someone from the company that can help me resolve this issue.

  Business Response

  Date: 15/04/2025

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify. Because the BBB is a public forum and were unable to verify that were working with authorized store staff here, were limited to providing general information and pointing you back to our Support for further assistance.
  
  In order to create a ticket with our support team, please visit our 'Cant login' page at the link below:
  ********************
  
  At the bottom of the page, you have the option to email our support team to request further assistance. You can do this even if you're unable to log in to your store.
  
  Best,
  ****** C | Support Lead
  

• Initial Complaint

  Date:11/04/2025

  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.

  On March 17 of this year, I received a notification from Shopify saying that Payouts from Shopify Payments are on hold because my bank account update is being reviewed.An email with more details was sent to the account owner. I responded to the email. I spent the last almost month communicating with Shopify chat advisors since thats the only way Im able to contact them is via chat. Ive given them every bit of information they could possibly need and my payments are still on hold. I own two stores through Shopify Im receiving none of the money from selling my products. Subtle *** and KAVEAH. Regardless of how many times they told me they would get this issue resolved. It is still not resolved. I am unable to pay my employees as my money is being held up. I dont know what else to do.

  Business Response

  Date: 16/04/2025

  Hi Jaqi, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. 
  
  Due to the public nature of this platform, we are unable to share specific information about your account here. Our Account Security team attempted to contact you several times. They have sent emails to the account owner email address on file on March 16, March 20, and April 1 with the ticket ID ************************************, and did not receive a response from you on that ticket. In order to resolve the issue, please respond to their email directly.
  
  Thanks, 
  
  ***** | Shopify Support Lead

  Customer Answer

  Date: 16/04/2025

  Hi *****
  
  
  I have responded to every email sent to me by your account security team. As you will see in one of the chats that I have included in the attachment, the Shopify advisor tells me that for some reason, even though I am responding to the emails from the Shopify account, ******************** is not receiving my emails. In a three hour chat one day I had to respond to the Shopify emails and then send a screenshot of my reply to the chat advisor so that he could see that I was responding. This clearly is not an issue on my end .
  
  
  I have responded to each and every single email that has been sent over to me and I have been assured that my cases have been escalated and that it will be taken care of. We are now approaching a month and I am losing business and I cannot pay my employees because I am not able to collect any of my money. Oddly enough, Shopify is able to withdraw money from my bank account for fees that I owe, but theyre not able to put the money back into that same bank account. This does not make any sense at all. 
  
  
  I have at least seven ticket numbers currently open for this issue. Please see the attached documents and all of the correspondence that has been going on between me and the chat advisors. Im really hoping something can be done to lift the hold on these payouts. This has created a major disruption to my businesses, and Ive done everything on my end to get this resolved.
  
  
  Since March 17, payouts have been on hold across both of my brands KAVEAH and Subtle ***, which are linked under the same Shopify account. As a result, **** had to pause all of our ads and marketing efforts, which is now directly impacting both businesses.
  
  
  The original notification stated that payouts from Shopify Payments were on hold due to a bank account update being reviewed, and that an email with more details had been sent to the account owner. While I had seen a few emails from Shopify prior to that, Im always cautious when it comes to spam and phishing, so I didnt respond unless I was expecting something specific.
  
  
  Since then, Ive been in touch with multiple Shopify support advisors. Ive provided every piece of information requested, responded to all emails, and even shared screenshots proving my responses. Despite all that, the issue remains unresolved and the payouts are still on hold.
  
  
  A few possible causes that Ive shared with support (and clarified repeatedly):
  
  
  Creative Director Account Confusion: A few days before the payout hold, my creative director accidentally opened a support chat through my Kaveah account while trying to help another client. While this may have caused confusion, no banking information was altered, and the issue had nothing to do with payments.
  Former Manufacturers Name Appearing: The Shopify account was originally created under my former manufacturer, ****** ******** and his company ******. I officially took full control of my company and the Shopify account on October 25, including updating the bank account information. However, when I received the payout hold notice on March 17th, I did noticed that some of the account details appeared to have reverted back to his name. I have no idea how or why that would happen, but I am the sole owner of the account and have been since October 25.****** and Vimmia should be completely removed from the account in all aspects.
  Bank Info for Subtle Fux: My second brand, Subtle ***, is also linked to the same Shopify account. When I launched it a few weeks before my account was put on hold, I noticed the payout account showed a number I didnt recognize possibly a Shopify Payments card. I updated that to my ******************* account ending in 35 a few weeks prior to the hold. Everything was functioning fine until March 17, so Im unsure if this is related.
  Ive since come across some new information that may help clarify the issue Im experiencingnamely, that payments to my bank account have been placed on hold for the past month. When we originally opened the Shopify account in March 2024, it was set up under my former manufacturers information, as he was managing operations at the time. We parted ways in October, and I was told that all I needed to do was update the banking information. Using his login credentials, I accessed the account and entered my own bank account details, which we believed was sufficient to transition everything. However, I just discovered that a 1099 tax form was sent to him for the full yeardespite the fact that I officially took over the business and its operations on October 25, 2024. This makes me think the account may still be tied to his information behind the scenes, which could explain why my payments are currently on hold. Ive attached the 1099 that was just sent to my email (the email associated with the Shopify account has always been mine and has remained unchanged). I would be incredibly grateful for any assistance in fully transferring ownership and resolving whatever is causing the payment hold.
  
  
  
  
  To provide additional context, Ive attached transcripts and listed ticket numbers from my previous chats with Shopify advisors. Each time, I was assured the issue would be resolved, but nothing has changed.
  
  
  Support Ticket Numbers:
  
  
  56188534
  56381088
  56437270
  56610861
  56616421
  
  
  
  
  Store Name: KAVEAH
  Shopify URL: d27bc7-1f.myshopify.com
  Email- **************************
  Other Brand: Subtle *** (under the same Shopify account)

  Business Response

  Date: 24/04/2025

  Hi Jaqi,
  
  Thank you for your response and for sharing additional details. Our Account Security team has notified you that the payout hold has been removed on ticket ID ************************************, and the issue has been resolved. You can view your payout schedule in your Shopify Payments section in the Shopify Admin.
  
  Thanks,
  

  ***** | Shopify Support Lead

  
  

  Customer Answer

  Date: 25/04/2025

  Yes after 5 weeks and about 30 hours of my time speaking with chat advisors I was finally able to get this resolved. This is completely unacceptable given the fact that I did nothing on my end to cause any of this. it took a senior advisor to actually give me the right information which means that the 10 other people I spoke to over the past month did not know what they were doing. You need to employ people that know what theyre doing in order to get issues resolved. I had absolutely zero income from my business for almost a month and a half. And there was nobody that I could speak with during that time to get things figured out. Unacceptable and disgusting. You need a better system with your company. I hope this is the last time I need to file through the Better Business Bureau about Shopify, but I have a feeling this is not the last given the way that your company does business.

  Customer Answer

  Date: 25/04/2025

   
  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:11/04/2025

  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.

  Hi, i created a Shopify store on 3/14/25. I was testing the payments on my store. On 3/17/25 i received an email from Shopify saying my store has been deactivated. According to them it violated Shopifys AUP. I received no warning, nothing besides deactivation of the store. There is a payout that has been pending to transfer to my bank account for a whole month now. Ive contacted Shopify multiple times, multiple tickets have been created and so called escalated. One of the Shopifys support on March 24 2025 said Your payouts is under account review, should be completed within two business days. Today is April 11th, i still have received no communication or updates about my payout. This is ridiculous and the support is useless.I am owed $1,050. I need my payout! I have bills to pay.

  Business Response

  Date: 15/04/2025

  Hi ******, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your store. Due to the public nature of this platform, we are unable to share specific information about your account here. Our Merchant Trust team sent you an email regarding this matter with the ticket ID ************************************. Please respond to that email directly should you have any questions about your store or your payouts. You may also find a link to our appeal form, which you can fill out if you feel that the decision to close the store was made in error. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:10/04/2025

  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.

  We are a Shopify customer for over 5 years. In December 2024 they tried to deduct $40.44 from our bank account shortly after our ********** added ACH security to the account. When I got a message about this, I immediately reached out to both ***** and Shopify. ***** added Shopify as an allowed debit company for that account. Support at ******************** gave me conflicting answers about what to do and after awhile and I explained to each person that the account fine and they can try it again now that Shopify was added with security permissions, it seemed fixed. We never heard about the issue again and seemingly continued to receive payouts. We have seemed to be short money and had not had the need to reconcile every payout from Shopify over the years. We were still getting payouts. Today, we saw a NEW message in our account showing that they have randomly held over $90,000 in payouts due to the $40,44 issue from December. They did not hold all payouts. They randomly held payouts and it has totaled this amount now. It has been a BIG problem for us. We recently searched for and started interviewing forensic accountants to figure out what has happened to our cash flow. Now, we know the answer to where our money is. Contacting first level support at Shopify has been useless and getting them to escalate a case has been a war. And even escalated cases do not get expert attention. They will not talk on the phone like they did for our first few years with them when an issue would come up and their support "was" excellent. deserve a phone call and immediate fix to this issue with followup until fixed and our $90,000 + dollars that they are holding for months!

  Business Response

  Date: 14/04/2025

  Hi *******, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your billing and your payouts. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly with the requested information and I've be happy to look into this further.
  
  Thanks, 
  
  ***** | Shopify Support Lead 

  Customer Answer

  Date: 15/04/2025

  Complaint: 23186686
  
  I am rejecting this response because:
  The ticket number is 56613689.

  Sincerely,

  
  ******* ****

  Business Response

  Date: 17/04/2025

  Hi *******, 
  
  I would be happy to look into this issue further however in order to do so, we require some additional information from you.
  
  Upon reviewing the store ******************************, I was not able to find a record of a hold on your payouts. I have confirmed that payouts have been depositing consistently and successfully, as I've shown in the screenshot that I provided on ticket # ********.  The screenshot you shared in your previous ticket (# ********) appears to be outdated as the failed payout banner is no longer appearing in your admin. For this reason, we require a current screenshot showing the issue that you are experiencing. 
  
  Similarly, I have reviewed the billing section of your store, and was not able to find a charge for $40.44. Could you please provide a screenshot of this charge from your bank statement so that I can take a closer look? We'll need to see the date and 9-digit Shopify invoice number, but all other sensitive information can be cropped or redacted. Alternatively, please provide a screenshot of where this charge is appearing in your Shopify admin.
  
  Given that the BBB is a public platform, please provide the requested information via ticket # ********, and I would be happy to review this further.

  Best,
  
  ***** | Shopify Support Lead

  
  

  Customer Answer

  Date: 17/04/2025

  Complaint: 23186686
  
  I am rejecting this response because:
  I had shown you screenshots and a brand new ticket number from last week, which you are calling "outdated".  That is ridiculous.  I am further insulted by your not acknowledging that this problem exists and has been going on since December depositing only 1 out of every 4 payouts.  In addition, that ticket which was new that I sent you and you have discounted as "outdated" was escalated as well.  If you work for Shopify, then this information should be easy for you to see the history of tickets.0  This makes me feel that I am dealing with someone incompetent. Unless there is a cover-up on your end trying to hide this from having happened.  That would mean that your internal problem is a lot worse than originally understood. 

  You either work for Shopify or you don't.  You either have access to my account or you don't.  I have shown you pictures which are enough to know that there was a problem.  If you do not have that kind of access, then I am dealing with the wrong person.  Don't throw this all on me.
  

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

  Customer Answer

  Date: 21/04/2025

  Shopify has sent the money now.  The Shopify contact through BBB never got in touch again.  I am a little surprised that she would not have wanted to follow up.  My review of speaking with different Shopify employee and making a change to the bank account facilitated the transfer of funds.  It had nothing to do with our contact.  Although, I great appreciate BBB's support and being there. I don't know how you want to mark the case, but the case can be closed.  I don't know whether you would call it resolved, abandoned or what since Shopify's bbb *** had nothing to do with it.  I would say that she employee that mishandled the BBB case.  But you guys, BBB, are great.

• Initial Complaint

  Date:09/04/2025

  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.

  Shopify has decided to close my account on December ******** and have suspended my funds (3700) for 120 days. That timeline has now ended and I have still not received my money, although contacting the assistance as they call their non existent automated chat they have failed to assist my request

  Business Response

  Date: 14/04/2025

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the reserve placed on your funds. 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 information to help you move forward. 
  
  Our records indicate that our Merchant Trust Team has sent you an email on April 10, 2025 via ticket ID: c14becd0-f62b-4fd1-af82-ccc3a6eedb92 in regards to the status of your funds held in reserve and expected transfer date range. Please direct any further questions to this ticket ID as they are best suited to help you in regards to this matter. 
  
  
  Thank you,
  *****

• Initial Complaint

  Date:09/04/2025

  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.

  Dear Shopify Team,I am the owner of the Shopify store u1pj01-ax.shopify.com. I am extremely frustrated and disappointed that my account has been suspended without any clear explanation. This has caused significant financial and time-related losses, as I have invested considerable effort and money into setting up and building my website on your platform.I have dedicated a lot of resources to designing, optimizing the store, and building relationships with customers. However, all of this is now at risk due to the sudden suspension of my store without any clear reason. This not only affects my revenue but also damages my reputation and business.I demand that Shopify provide a specific explanation for the suspension and immediately reinstate my store. If this issue is not addressed promptly, I will have to consider legal actions to protect my rights.I look forward to receiving a prompt response and resolution from Shopify.Sincerely,** ****** LONG VU

  Business Response

  Date: 13/04/2025

  Hi ******,
  
  I'm ******, an Operations Lead at Shopify, contacting you about your recent BBB complaint #********. I acknowledge your concerns regarding the status of your account and the lack of clarity involved.
  
  Due to the public nature of the BBB, I'm unable to provide specific account details here. However, I want to offer you some helpful context. Shopify's Terms of Service and Acceptable Use Policies are designed to protect both our platform and our users. If your store has been shut down for policy violations, you should have received an email from our specialist team. You have the option to respond to that email with any questions and to request an appeal of the decision.
  
  Upon reviewing your case, I found that you indeed received communication regarding this matter on January 11th 2025, associated with ticket ID ************************************. This email included a form for appealing the decision, which I have linked for your convenience below:
  
  **********************************************************************************************************************;
  
  Completing that form will be the most effective way to move forward, as we cannot provide further support through the BBB. Therefore, we will consider this case closed.
  
  Thank you for your understanding.
  
  Best,  
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:09/04/2025

  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.

  Since may of 2024; I have been attempting to cancel my Shopify subscription. I forgot a requirement for my login and tried every step their website stated. None worked. I kept trying to email and reach real live human agents to solve the issue but only artificial intelligence was available. These AI **** could not answer and assist my concerns. Therefore Shopify kept charging me monthly until I found out I could have a stop put on at the bank. The business is ******************. Website/ store name is 2workout; Based out of **********, ****

  Business Response

  Date: 17/04/2025

  Hi *******, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for letting us know about the issue you are experiencing. Due to the public nature of the BBB, I am unable to discuss account specific details within this portal. I have reached out to the account owner email on file with more information. Please respond to ticket ******** directly if you have any questions or concerns. 
  
  Thanks, 
  Jack | Shopify Operations

• Initial Complaint

  Date:08/04/2025

  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 March 7th I placed an order from a company that uses Shopify. After receiving the item I wished to return it. After not receiving a response from the store I issued a chargeback on my credit card on March 31st. The next day I received a call from the company, apparently there were issues with their emails and they had a return label for me. They asked me to cancel my chargeback, which I did that day (April 1st).Today, they received my item but can't issue a refund. Why not? Shopify won't let them. Shopify says the claim is still open. It's not. I contacted my credit card provider again to confirm. Shopify is asking for proof it was closed, which we provided them. Shopify still is not satisfied. The proof was provided in the form of a screenshot of my credit card receiving a new charge after closing the chargeback as well as a letter from my credit card stating the chargeback was cancelled. If they aren't willing to accept the word of Chase *** not sure who else they could need.I feel for the company who I bought my item from. There was a miscommunication and we both acted reasonably. Shopify is the only unreasonable party in this entire situation.

  Business Response

  Date: 16/04/2025

  Hello ****,
  

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

  Chargebacks are a consumer protection process that is put in place and controlled by Banks and Credit Card Companies. Shopify has very little input into the process other than providing a secure portal for Merchants to submit any evidence against the chargeback. 
  

  If Shopify is asking the Merchant for more information or is saying that the information provided by the Merchant cannot be used then this is coming from our **************** as they are the ones who control the process. I can understand that it may be frustrating and the Merchant can contact our *********** at any stage and speak with our Support Advisors for assistance. 
  

  I hope this answers your questions. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:08/04/2025

  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.

  Shopify sent me a Shopify Balance Card in the mail, and I do not have a Shopify Store. The card is a **** for managing payments. I tried to create an account with the ******************** Website to file a compliant with the company, but I have to have a STORE IN ORDER TO do so. I believe this Balance Card may be fraudulent because I am not receiving any payments, nor do I have a store on Shopify. I am filing this complaint in hopes of finding out if someone has a Shopify store in my name that I don't know about. I need a Shopify representative to reach out to me due to me being unable to file a formal complaint on Shopify's website. I received this unauthorized card on April 8, 2025.

  Business Response

  Date: 09/04/2025

  Hi, Tera.
  
  This is Lumen, an I am an Operations Lead at Shopify.
  
  Thank you for informing us that you've received a Shopify Balance charge card, even though you don't have any stores with us. Due to the public nature of the BBB, I can't discuss account-specific details here. I have reached out to your email regarding this matter, and the ticket number is ********. Please check your inbox for further information on how we can proceed.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 10/04/2025

   
  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:08/04/2025

  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.

  I started a free 3-month trial with Shopify to open my new store on February 25, 2025. I was billed the $1.00 fee (shown in photo) on March 1, 2025, which was supposed to be the first of the three months. On April 1, 2025, they billed me the full subscription amount. My store has only been open for 6 weeks, and I am still in the free trial period. When I contacted Shopify, they advised me that "going back to the trial period is not possible, as it has already been fully utilized during my initial store set up". They suggested I "pause my open shop," which is only $9 a month, while I work on my store. I have already finished setting up and have opened my shop. They seem to understand I am not getting the agreed upon promotion, while also telling me that there is nothing they can do. I have sent documentation of the promotion to them, along with my billing, and they are refusing to refund the overcharge and restore my free trial to my account. I would like them to refund me the $39.99 and restore the free trial until June, which is the agreed upon 3 month time frame.

  Business Response

  Date: 17/04/2025

  Hi, *****.
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  Thank you for letting us know that you had difficulties seeing the $1 promotions for three months applied correctly to your account, resulting in the full subscription fee being charged on your second invoice. I'm happy to inform you that our internal team has credited your account with $76 to cover the next two subscription fees. This credit accounts for $39 per month for two months, minus the $2 for the two $1 subscription fees.
  
  This credit will be applied to your upcoming invoice, and you will receive a notification about the credit, which you can find in your admin under Settings > Billing.
  
  If you have any additional questions or concerns, please reach out to our support via our Help Center.
  
  Best Regards
  Lumen | Shopify Operations Lead
  

  Customer Answer

  Date: 17/04/2025

   
  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,
  
  ***** *******