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:23/12/2024

  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.

  Without payouts intentionally for excess amount of time for Shopifys benefits with no response of when i will be be paid. Illegal withholding of sales

  Business Response

  Date: 01/01/2025

  Hi, ***.
  
  This is ****** and I am a Support Lead here at Shopify. Because the BBB is public and we can't verify we're speaking with account owners here, the support we can offer in this portal is limited to general information and directing you back to where our Support can help you.
  
  I can see, however, that your inquiry was sent to a specialist and resolved in ticket ********. If you have any further questions around this, feel free to reply there for assistance where we can be sure we're working with store staff.
  
  Best,
  ****** C | Support Lead 

• Initial Complaint

  Date:23/12/2024

  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.

  11/20 - I paid $270.68 for an annual subscription for a site whose ownership had been transferred to me, with Shopify's approval the day before on 11/19 11/20 - Shopify did not allow me to change the bank account to my own from the previous owner's, despite me being identified as the new owner and not having access to the old owner's private bank information, which meant any new orders dot may site would be paid out to the old owner vs. me, Support tried to help but was unsuccessful, escalated this to their "internal team " to resolve and in the meantime advised that I should use a 3rd party payment acceptance, which was via ****** (never heard from this "internal team" until I reached out again)11/21 - Shopify's site had been disconnected to my domain (with the issue/error being on Shopify's end, discovered after trying to troubleshoot with both their support team and that of my domain)11/25 - Shopify store had been reconnected BUT now I was no longer able to accept any payments via the 3rd party method ******** and the banking issue was still not resolved. This meant I completely lost out on Black Friday/Cyber Monday sales, which is detrimental to my business, as we have a seasonal product that does most of its business during this time period 11/27 - still not able to receive payments - troubleshot with ****** and, once again, found the issue to be on Shopify's end, as they were offering a defunct 3rd party option for ****** (the one support advised me to use on 11/20)12/4 - advised support team of my intention to request a full refund because payment issue was still unresolved, meaning no way to receive orders for my store 12/19 - banking issue finally resolved, but by then, I'd already rebuilt my site using a different platform. support advised that they were sending a request to the billing department for a full refund 12/22 - billing department decided they would only offer a refund for 11 months of service, despite my never having access to my site.

  Business Response

  Date: 30/12/2024

  Hello *********,
  
  I hope this message finds you well. My name is *****, and I am an Operations Lead at Shopify.
  
  Thank you for bringing your billing concerns to our attention. To ensure your privacy and address your specific issues thoroughly, I would like to direct you to your ongoing correspondence with our billing department, referenced by Ticket #********. Our team is dedicated to resolving your issue and is best equipped to provide the necessary assistance through this ticket.
  
  Please continue to communicate with them, and thank you for your feedback. 
  
  Thank you,
  *****

  Customer Answer

  Date: 03/01/2025

  Per the contact from Shopify's request, I have reached out to support to resolve this issue, but they have not responded. I would love to come to a resolution that results in a refund to me from their end due to the loss of income due to a non-working program and the negligent team response, but I can't get anyone to respond, as the representative here said they would. I will try again early next week and hopefully get somewhere with them. 

  Thank you,

  *********

• Initial Complaint

  Date:22/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ******** was payment id ********* and payment id #******** refunded for $1.06 and was any other payments refunded if so when and card number is ending in 7480 and account email is *********************** billing address is ******************************************* etc.

  Business Response

  Date: 24/12/2024

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. Are you writing in relation to a refund for something that you have purchased? I had a quick look at our systems and do not see any stores associated with the email address you have provided. Shopify provides the platform that Merchants can create their stores on. We do not have any input into the daily operation of a store. If you have an issue with an order or a purchase made on a store you will need to contact the store directly to speak about a refund. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 24/12/2024

  Complaint: 22721732
  
  I am rejecting this response because:
  
  About a refund 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 26/12/2024

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

  Customer Answer

  Date: 30/12/2024

  Here you go.

  Business Response

  Date: 07/01/2025

  Hello Michael 
  

  ***** here again from Shopify. From the information you provided, I can see that a refund for $1.06 was created on Oct 29 2024 which was successfully processed. All other information has been removed due to GDPR laws. I hope this answers your question. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/01/2025

  Complaint: 22721732
  
  I am rejecting this response because: Please delete my account portal etc.
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 13/01/2025

  Hello *******, 
  

  ***** here again from Shopify. I have spoken with our Account Security Specialists and they have removed all data relating to you and your store from the platform. 
  I hope this resolves your issue. 
  

  Regards
  

  *****

  Customer Answer

  Date: 14/01/2025

  Complaint: 22721732
  
  I am rejecting this response because:when?
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:22/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -I have never done business with Shopify, other than a free trial period. I ended this free trial during the time period that was given as "free". I have never signed into an account or established an account with this company. -Shopify has wrongfully charged me on (3) occassions. 10/18/24, 11/12/24, 12/11/24.The charges total ****** this company has taken from me through debiting my bank account. -I have exhausted all options to have my money returned and have them erase my information as a potential customer. When I connect with their customer service, I am asked to "wait patiently" for this resolution and someone from a different department will call me to process the credit they owe me.-I have been connected with them more than 4 hours total with no solution to returning my money, and no one has ever called me back, as they always promise.

  Business Response

  Date: 23/12/2024

  Hi Jade
  
  Im ****, a Support Lead here at Shopify. We're glad to help resolve this one. 
  
  I can see that there was a request for one more piece of information sent to you back in November in ticket ********, but we didn't hear back from you. Please refer back to that email thread so you can provide the necessary information and have the account cancelled as you've requested.
  
  As a side note, when a person signs up for a free trial, they will only be charged if they also choose a plan and provide their payment details, and the subscription can be cancelled at any time by logging into the account and closing the store. The process we're following now is just for scenarios when someone doesn't have the information needed to login to or recover their store.
  
  If you have any follow up questions about the process, please make sure to send them through on the same email thread, the one with reference ********.
  
  Kind regards,
  
  ****
  Shopify Support Lead

  Customer Answer

  Date: 27/01/2025

  Attn: Better Business Bureau. 

  Shopify representative stated for me to attempt to log in to shopify. There is no way I can do this as I have never setup an account. They email me at: *********************** and continue to bill my bank debit card. They have now charged me $420.00 total and I am not even a customer. 

  I need the money they have taken from me for my family. Again, I am requesting that they refund me.

  Sincerely,

   

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

  Business Response

  Date: 28/01/2025

  Hi Jade
  
  I've reached out to you directly by email as a follow up to one of your earlier support tickets to us. The reference for my email to you is 54575803.
  
  Please look out for that email and reply with the information requested so we can help you move towards a resolution for this one.
  
  Kind regards,
  
  ****
  Shopify Support Lead

• Initial Complaint

  Date:20/12/2024

  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.

  Yesterday morning around 3 am, I received a series of nine emails from Shopify and other businesses including Razor Pay and something called *******. I do not have accounts with any of these organizations, nor do I have an account with ********************. I believe someone is using my email address to open a shop with the intent to defraud Shopify and consumers. I live in the ** and it appears the shop in question that is using my email address is in ***** and belongs to someone named Chendu Lishanth and their email address is [email protected] would like to send you these emails and/or the information contained therein, just let me know how you would like me to do that. I have since received several more emails this morning in regards to this ongoing issue.These emails are very concerning and deal with finances and significant recurring payments. They immediately went in and began changing email addresses within accounts and changing payment details. They made a purchase then immediately refunded the purchase. This was possibly a pre-authorization charge. At first I thought these emails were a phishing scam or that they got a hold of my account information (I am very careful), but now I suspect that these are more likely fraudulent activities simply trying to use my email address. The issue here is that I have made several attempts at contacting Shopify to address the situation, but it is simply not possible. Shopify REQUIRES you to have an account to contact their customer support or even send them an email. I do not have a Shopify account and I will not pay for one just to send them an email. There is no way to contact this business without an account, that I am aware of. This matter needs to be escalated to fraud prevention as soon as possible to prevent any undue losses. I want Shopify to shut this shop down or at the very least stop them from using my email address.Thank you for your time and consideration.*. ********

  Business Response

  Date: 30/12/2024

  Hello *******,
  
  My name is *****, and I am an Operations Lead at Shopify. Thank you for bringing to our attention your concerns about an account associated with your email address. We prioritize such matters with the utmost seriousness and appreciate your diligence in reporting it to us. Should you suspect that a Shopify store or merchant may be infringing on our Acceptable Use Policy, I would encourage you to submit a report through our designated form available at the following link: Report an Issue with a Merchant(********************************************************).
  
  For further assistance or inquiries, please do not hesitate to reach out to our support team via the Shopify Help Center(******************************************).
  
  Thank you once again for your vigilance and cooperation.
  
  Best regards,
  
  *****
  Shopify Operations Lead

  Customer Answer

  Date: 30/12/2024

  Complaint: 22715236
  
  I am rejecting this response because:
  

  As I have indicated previously, it is impossible to report a merchant via the link you have provided without a Shopify account.  I do not have, nor have I ever had, a Shopify account.  As such I am unable to report the merchant via the link you have provided me without an account (which to my knowledge I must pay for).
  
  I have provided Shopify with all the necessary information required to take action against this merchant in my original complaint.  I do not understand why you are not taking said action and instead you are playing these games.  I am not opening a paid Shopify account simply to report fraud.  You have all the necessary information already.  Please do your job; I expect more from the Shopify Operations Lead.  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/01/2025

  Hello *******,
  
  
  I recognize your frustration and I apologize for the difficulties you've faced in trying to report the merchant. It's completely reasonable for you to expect a straightforward process, especially when dealing with something as serious as fraud. 
  
  
  Your dedication to bringing this issue to our attention is appreciated, and I assure you that we are committed to addressing fraudulent activities. I will ensure that your concerns and the information youve provided are forwarded to the appropriate team for urgent review and action. Thank you for your patience and persistence; it's valuable in helping us maintain the integrity of our platform.
  
  
  Sincerely, 
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 03/01/2025

  Complaint: 22715236
  
  I am rejecting this response because:

   

  Assurances aren't enough.  Do something.
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:19/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through the Shop platform from Dance Shoppe for $28, which was the total amount displayed, including taxes and shipping. However, after the transaction, my credit card was charged $29.I contacted Dance Shoppe, who confirmed the additional $1 charge was a fee from Shop. My bank verified that $29 was charged. This fee was never disclosed to me during the checkout process, making it an unauthorized and undisclosed charge.When I reached out to Shop's customer service, they repeatedly redirected me to Dance Shoppe and my bank, despite the issue clearly being caused by Shop. I provided screenshots and evidence, but Shop failed to address my concerns or explain the fee. Their responses were dismissive, repetitive, and unhelpful, showing no accountability or regard for their customers.Transparency is a basic expectation when handling sensitive payment information. Shop's failure to disclose this fee and their refusal to resolve the issue erodes trust and reflects poorly on their business practices.I urge Shop to explain this charge and take steps to ensure all fees are disclosed upfront in the future. Customers deserve clear, honest communication about all charges before completing a transaction.

  Business Response

  Date: 24/12/2024

  Hello Kassidy, 
  

  I am *****, a Support Lead here with Shopify. Shopify provides the platform on which Merchants can sell their products. We have no involvement in the daily running of the store itself like orders or order management. There are no fees added to anything and the Merchant controls everything surrounding the price of an item. If there is an issue with an order, speaking with the store itself is the best route forward.
  

  In saying that I do see from your screenshots that the store is using estimated taxes. When a Merchant uses this on their store it means that the sales tax is an estimation and is not finalised until the checkout process is completed. As with any estimated total this can change slightly and could explain why you are seeing a total that is slightly higher than what you expected. Again it is best to speak with the store directly about this as it is them who is charging the taxes and not Shopify. 
  

  I hope this helps answer your question. 
  *****
  

  
  

  Customer Answer

  Date: 24/12/2024

  Complaint: 22711982
  
  I am rejecting this response because:
  
  I had already reached out to the merchant, as evidenced in the attached screenshot.
  
  Additionally, after the final calculation of the amount, any changes should not only be clearly stated on the receipt but also consented to by the customer. As the company handling the transaction, it is your responsibility to streamline this process for all your merchants, ensuring no discrepancies between the agreed amount at checkout and the charged amount. This is the bare minimum standard of etiquette for a company facilitating financial transactions.
  
  I should not have to discover discrepancies between the amount I agreed to at checkout and the amount on my receipt, be unclear as to why, and then endure the frustration of repeatedly contacting customer service, only to have my concerns deflected. While I understand that an initial approximation may occur, once a customer checks out, the amount should be finalized, and any additional charges (which, frankly, is highly unusual) must be clearly disclosed.
  
  If this situation is indeed due to an approximation, your customer service representatives should have communicated that clearly. In contrast to The Dance Shoppe, which appropriately addressed my concerns, your customer service team repeatedly asked me to contact the merchant, requested the same screenshot multiple times, or asked for details I had already provided. This lack of seriousness and care is unacceptable.
  
  I am escalating this matter and pursuing all avenues of resolution because your customer service team failed to address my concern adequately. Are they truly servicing the customer, or are they trained to deflect responsibility on behalf of the company? At the very least, direct me to someone in the company that has the knowledge to assist with the issue. This is common practice.
  

  Business Response

  Date: 03/01/2025

  Hello Kassidy, 
  

  ***** here again from Shopify. Thank you for your response. I have taken your concerns on board and will have an internal review initiated to look at the circumstances surrounding how the taxes estimation tool works and how it shows in the checkout process. I do regret that you feel that your concerns were deflected. This is not the intent of our Support Advisors. As Shopify does not have any involvement with the daily running of a store, we do not have full insight into what process took place. In this instance the store owner could contact us and give us permission to look into the data from the store itself to completely understand what happened. Unless the Store Owner does this we do not have any of the data we need to be certain. 
  

  I hope this helps address your concern.  
  

  *****.

• Initial Complaint

  Date:19/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm reporting issues with Shopify regarding unauthorized plan changes and misleading **************** Shopify Lite plan ($9.99) was switched to a more expensive plan without my consent. Initially, a representative promised to switch it back, but I only discovered it hadnt happened when I was charged at the higher ******* a later conversation with ****, I was told reverting to Shopify Lite was impossible due to "system limitations." After persistence, **** assured me that my plan would be reverted and that I would receive a credit for extra charges.However, I later received an email from ***** stating the Shopify Lite plan is no longer available and offered only a one-time $39 credit for the Basic plan.I request assistance in ensuring Shopify:Reverts my plan or provides an equivalent solution.Issues a full refund for unauthorized charges.Improves communication regarding plan changes.Thank you for your attention.

  Business Response

  Date: 24/12/2024

  Hi ********,
  

  My name is **** an Operations Lead at Shopify. Thank you for informing us regarding the issue youre having with the plan changes on your store. Upon review, I wasnt able to locate a ticket with your email address. Could you please provide me with the ticket number(s) from your correspondence with ***** and ****? This will allow me to investigate further. 
  

  Thanks,
  

  Lex | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 26/12/2024

  Complaint: 22709954
  
  I am rejecting this response because:
  They requested more information from me to try to figure out my issue. So here is the information they need. 
  
  here is the ticket number they said they are looking for.

  The ticket number is 53347342.

  my email address is ***************************** 

  After they receive this from you I guess I can then determine from their response if I will accept their proposal. Thank you for your help.
  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 31/12/2024

  Hi ********,

  Thank you for providing the ticket number in your response. To facilitate streamlined communication, please reply directly to ticket # ******** with the information you've shared with me. The Money Support Specialist handling your case is still actively working on resolving your concern. To ensure your concerns are addressed in a timely manner, please direct all further communication to ticket # ********. Thank you for your cooperation.

  Kind regards,

  Lex | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:19/12/2024

  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 is my hosting company for my business. I have been using Shopify for at least 5 years to support my online store classictruckglass. I have not been able to get into my store as of 9/1/24 There was a short time of ownership change from 2/1/24 to 8/30/24 in which I was trying to sell my business. Unfortunately we had to repossess the business back for lack of payment. We have been trying to get Shopify to give us access back to our store and they are always saying they are escalating our request but they do nothing. At this point I have contacted an attorney. My attorney suggested we try BBB first. Looking at complaints against Shopify it seams they will listen to your company! I am at my wits end and if I have to go to court I will be asking for damages... etc! Right now as it is I just want control of my store. Please help before this get to a total law suit where attorneys are the only ones who survive. I found there 800 number ************ Most likely they will not answer it!

  Business Response

  Date: 20/12/2024

  Hello ****,
  
  My name is *****, an operations lead at Shopify.
  
  Our team has reached out to you in ticket ID ad546b62-e021-41b6-943f-5b2af08a724b to address your account access. If you have any questions or concerns about the process, please reply directly to that ticket and we will be happy to support you. 
  
  
  Best Regards,
  ***** | Operations Lead, Shopify

  Customer Answer

  Date: 20/12/2024

  This is so typical of this company response. Yes they did reach out too me. They asked for all my information... which I gave them... in spite I have been with them since 2017. Then they gave some email address (saying it was mine which it was not... not even close) then asked me again for information on the bogus email address they sent me> the address sent to me was ed90d4-2.myshopify.com  This makes no sense to me. Please contact them again and ask them again to let me in my store classictruckglass ! ****

  Customer Answer

  Date: 20/12/2024

  Complaint: 22707208
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 24/12/2024

  Hello ****, 
  
  ***** with Shopify's operations team, following up with your reply. 
  
  The ideal way to receive the support you need is to continue working with the specialist on ticket ID ad546b62-e021-41b6-943f-5b2af08a724b. Should you have any concerns such as the unique URL referenced, you may direct those concerns to that ticket, and the specialist dedicated to your case will provide next steps. 
  
  
  Best Regards,
  ***** | Operations Lead, Shopify

  Customer Answer

  Date: 05/01/2025

  I wish to reopen this case. Shopify asked for credit card information saying they had us wrongly imputed in their system. They were given all out c/c information. They said they corrected this but we still can not get into our Shopify store. It seamed they made a move, if only an inch at a time, when you were on the case. Please open this case back up and help us get into out store. I have a feeling we are almost there! 

  ****

  Business Response

  Date: 06/01/2025

  Hello ****, 
  
  My name is *****, an operations lead at Shopify. 
  
  I understand you would like to reopen this case. We see that ticket ID ad546b62-e021-41b6-943f-5b2af08a724b is still ongoing with a dedicated specialist, who has requested further documentation to ensure you can move forward. The best way to receive additional support is to reply directly to that ticket with any questions, concerns, or relevant documentation. 
  
  
  Best Regards,
  ***** | Operations Lead, Shopify

  Customer Answer

  Date: 17/01/2025

  BBB. We were in contact with Shopify a week ago or so. They asked for payment saying they had our account mixed up with someone else account. They made an offer for us to pay for the month or a year in advance. We decided to pay for the year and sent them $342.28 on December 15 2024. We had to pay them thru there AI talking to a computer than an agent. This is all through their txt messaging back and forth. You do not talk to a live person. They say you are but I am pretty sure it is still AI At any rate I gave them a payment for the year of $342.28 We thought this would be the key to get back into our shop but, no we were still locked out. That card in which the payment was made was unfortunately compromised and now been issued another number. I believe that the Chase ***** the payment was made on,  was a leak in the Shopify network. I do not have any proof but, it does seam strange we had problems around the time we gave them our card information. At any rate we now need to go though the whole thing again. AI payment etc. This is a total run around. I do not understand this. They worked for 10 years flawlessly and now it is like pulling teeth. At any rate they sent you a message that they were n contact with us which s a flat our lie. Please help! 

  ****

  
  

• Initial Complaint

  Date:19/12/2024

  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 used Shopify for our website, as well as take in person credit card payments during vendor events. The first weekend in August we had an event and accepted payments during the event. Normally, after Saturday events, we would receive our payout the following Tuesday. This time, Tuesday came and went, and we did not receive our payout from Shopify. I logged into our account on Wednesday just to see that our payout had a hold on it. We never received any type of communication as to why Shopify put a hold on our payout. So, I opened a chat session with a customer service ******** the end of the session, they created a ticket, escalated the ticket and sent it to the department in charge of my payout being put on hold. After a week or so, I had not heard anything, so I started another chat session. This chat session was identical to the first, with the chat ending and the *** creating an escalated ticket and forwarding it to the department in charge of my payout. After doing this same process a few times, I was finally able to get the email address, since Shopify does not have phone support, of the department in charge of my payout. I emailed them to see if they could provide me with details as to why my payout was put on hold and what I needed to do to get the hold removed. After not receiving a response to my first email, I sent a second email about a week or two later. I did not receive a response to that email, so I sent a third. To this day, we still have not got a response or received the money we are owed by Shopify.

  Business Response

  Date: 27/12/2024

  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. However, I can provide you with some information to help you move forward. 
  
  I can see that a specialist has reached out to you to let you know this is resolved, please search your email for ticket ID b366bc2c-c22d-4353-98aa-e57f1ede9a3b. Any further questions you have on this would be best asked in a reply to that email.
  
  Best,
  ****** C | Support Lead 
  
  

  Customer Answer

  Date: 30/12/2024

  Complaint: 22708359
  
  I am rejecting this response because:
  
  The fact that you do not have a phone number to call for issues that arise, do not respond to emails, and it took 4 and a half months for this to be resolved is unacceptable.  I did everything I could to get this resolved in a timely manner with zero results.  The only reason this has been resolved was because I filed complaints against Shopify.  Had I not done so, more than likely we still would not have received the money we were owed.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 02/01/2025

  Hello *****, 
  
  Thank you for sharing your concerns regarding the delay in resolving the recent payout hold. I recognize how frustrating this experience must have been, and I want to assure you that your feedback is highly valued at Shopify.
  I have forwarded your feedback to the relevant team, and we are actively collaborating with our banking partners to prevent similar issues in the future. We apologize for any inconvenience this may have caused.
  
  Sincerely 
  
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:19/12/2024

  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.

  Domain: cebvud-ny.myshopify.com Email: ********************* I recently provided the required EIN information for Shopify Balance and Shopify Payments, both as typed text and in PDF format. However, I received a message requesting that I **** the application. After resubmitting it multiple times, I was prompted to contact support.I initially reached out to support, and I was informed that I would receive a follow-up email. The next day, the message disappeared, so I contacted support again and was told everything appeared to be fine. However, later that evening, the message reappeared.I have now spent over two hours attempting to reach Shopify support via chat, but my messages remain unanswered, with the system repeatedly stating an agent will be with me in five minutes.I need assistance urgently as I have not received the promised follow-up email, and the correct business documentation has already been submitted. Please help resolve this issue at your earliest convenience.

  Business Response

  Date: 23/12/2024

  Hello ******, 
  

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

  All Shopify Payments accounts must be reviewed by our Accounts Verification team to make sure everything is in line with our **************** requirements. I do see that your tickets created with our Support Advisors have been escalated to the correct team who will review the documentation and reach out to you directly if anything else is needed. You can continue to sell your products on the store while this review is being carried out. If you have any more questions you can reply directly to ticket number ******** and our Support Advisors will continue to support you. 
  

  Regards
  *****