ComplaintsforShopify Inc.

• Initial Complaint

  16/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I selected Spotify as my web site for my business due to the lack of actual customer serving interaction, I chose to transfer my domain and site to another webmaster. They charged me twice after I have switched and the April’s payment cause and nsf fee . The agent said that I needed to recoup the 36.00 from my bank since they applied it… I need my 36.00 nsf and the 39.00 charge from March (they already refunded April

  

  Business response

  16/04/2024

  Hello ********,
  
  My name is ****, an Operations Lead from Shopify.
  
  Thank you for contacting our team regarding your domain issues and the NSF fee you were charged. To address your concerns effectively, I will contact you via email using our secure communication channels. As security is a top priority at Shopify, we are unable to discuss sensitive account information publicly on the *** platform. I have already sent you an email and opened a ticket (#********) to gather more details from you. Kindly respond to the email so that we can discuss your account specifics and explore any necessary actions moving forward.
  
  I look forward to your response.
  
  Thank you,
  **** | Operations Lead - Shopify
  
  

  Customer response

  16/04/2024

  
  Complaint: 21577288
  
  I am rejecting this response because it's 
  Unsatisfactory! The nsf came from your company that   debited an account that you shouldn't  have done ... thats my banks discretion to chose to grant me with a nsf refund now if your saying I'm not due a refund for March even though I switched prior to the billing date then im am strongly  asking for my nsf fee. I have several copies of conversations  with the chat operator  requesting the change or asking for someone  to call me or email me and no help. I file a complaint  and now a real person can take the time out to respond.
  Sincerely,
  
  ******** ******

  

  Business response

  17/04/2024

  Hello ********,
  
  We are unable to provide a refund for the NSF charge, as it is a fee imposed by your bank. Upon reviewing your email tickets, we found that in ticket #********, you collaborated with the Shopify Billing team to switch from an annual plan to a monthly plan on March 6, 2024. This change triggered the monthly charge for March. It is important to emphasize that Shopify does not reimburse NSF fees. Our charges reflect the selections and actions made by users on their accounts. If any NSF fees arise due to failed billing attempts, it is a matter between the user and their bank. In your case, you requested a downgrade, which we processed by adjusting your invoice to monthly pricing and modifying your plan. This adjustment covered the services for March, during which you accessed and utilized the account. After you canceled the account in April, we proceeded to refund the charge for April.
  
  To receive a refund for your NSF fee, you must reach out to your bank and submit the necessary documentation. Contact your bank, describe the situation, and request a refund for the NSF fee.
  We appreciate your communication during this period. For any additional questions, please direct them to your email ticket #********.
  
  Thank you and all the best,
  **** | Operations Lead - Shopify
  

  Customer response

  17/04/2024

  
  Complaint: 21577288
  
  I am rejecting this response because instead of doing what's right it appears that they are taking this personal when this is business.

  As I stated before the April fee caused the NSF and that was a fault of Spotify this account was not being used  hence why there were no funds available. If you would like to continue  this delusional  narrative  that what your saying is  correct  then we can go back and forth but you know as well as I that if a company takes money out of your account unbeknownst to you ,  and you incure a nsf charge , your telling me it's my bank's fault and they need to reverse the charge because you refunded me the money back?????... That is ludicrous.... be fair and stop the mess, respectfully. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My partner's and my domain was purchased and paid through Shopify. We are still paying the domain through May and intend on renewing it before it expires. However, the domain was hijacked and now redirects to someone else's store. We have tried to contact Shopify to no avail. This is negatively impacting our business. ************************

  

  Business response

  10/04/2024

  Hi *********,
  
  My name is **** and I’m a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order to review your domain as well as the previous support provided in regards to the status of the domain, I will need to receive some further information to continue look into this on your behalf. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead 

  Customer response

  10/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21546152. A resolution has no been given. However, the business said they'd reach out to rectify the issue via email. I'd rather not close out the case until the issue is resolved. If you could please contact me via email, is appreciate it.

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billed on February 18 and March 18, 2024 Taxes and Duties was switched automatically in January from Basic Tax (default) to Shopify Tax, which is a pay per transaction service. Basic Tax was not fee based. I was charged $116.03 in February and $262.03 in March. Apparently I will be charged on April 18 for another $172.73. I reached out to customer service and they informed me that this was an automatic switch in January and you had to Opt-out of the switch to a paid service. This was not made clear at all. Also, sounds like a lazy way for the marketing department to avoid selling this new feature and just start charging people for it until they find excess charges on their credit card bill and cancel it. And Shopify NEVER gives refunds. I was overcharged November 18, 2023, reached out to customer service, and they simply closed my ticket without any further explanation. That was for $89. I would like to make everyone aware of the deceitful practices employed by Shopify to continually bilk hard-working business owners out of their money so Shopify can advertise how great they are and con more time-strapped business owners into using, or more accurately, being subjected to, their "services".

  

  Business response

  09/04/2024

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you feel your journey with the taxing system has been difficult. 
  

  As our Support Advisor *** has spoken with you about on Ticket number ********, when Shopify changes a process or a system, Merchants are advised of this change on numerous different streams of communication. This was advised through email, banners in Merchants Admin, Social Media platforms, Blogs and also with various Help Documents explaining the changes. 
  

  I have spoken with our Tax Specialists and they have advised that you are no longer opted into the Shopify Tax system and will no longer be seeing any charges on your account for tax services. 
  

  I hope this helps and if you have any further questions you can reply to the ticket you have with our Support Advisors and they will help you to the best of their ability. 
  Regards
  *****
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, My name is ********, I am a current paying customer at Shopify, I own my furniture and mattress shop ****** * ******, my email is associated with my account listed below. I do not know who to reach out to at this point and I am beyond frustrated with the way Shopify has been handling my business. I currently have a hold on my account for the total of $8,000+ that has yet to be paid to me. I never received an email, a notification or a simple message. I happened to log in to view some sales and there it was, a “standard review” and my payments on “hold” mthat has taken now over 4 days. I’m a small woman owned business, I’m 34 and currently battling stage 4 colon cancer. I have a brick and mortar with just two employees at the moment and I work at home thanks to Shopify, because of my chemo and treatments, but this is despicable. I need this money to keep my doors open and to keep running my businesses operations. I’ve had customers call me a *******, a fraud and threatening to report me to the *** and others to court because they have not received their items. I trust Shopify and tell my customers 2-4 days. They’re waiting, I am waiting. My reputation is on the line. I’m at my wits end and I need my money immediately, as a cancer patient this is my income, this is what pays for me to stay alive. Please, at this point I am pleading to release my funds to me. I cannot lose my business and reputation. I need to pay for my own meds and personal things too. I will end up in legal trouble if Shopify does not pay me. My customers do not deserve this. I know this is of no concern to Shopify, and I know most could not care less, but please for good Karma help me out here. I just want my funds, that I work hard for. Please help me, these are some of the ticket numbers: ********** ******* ******** ****** ********* ******* ********   Sincerely, ******** ******* ***** ************* **************************

  

  Business response

  09/04/2024

  Hello ********, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are frustrated with your store’s review. 
  

  Shopify offers all Merchants the opportunity to use Shopify Payments on their store. To make Shopify Payments work we use Banking Partners to oversee all aspects of the governance and compliance of this financial product to protect all interested parties. As part of this governance all Shopify Stores using Shopify Payments are subject to reviews at any stage of a store's lifetime, and often at multiple stages. These reviews are standard. They do not stop a store’s ability to sell, they only restrict a payout briefly and are completed as quickly as they can be, to minimise any impact on our Merchants. 
  

  Following up on the ticket number you have mentioned I see that the review is now complete and the payout has been released to you. If you need any further assistance with this you can reply directly to the ticket number you have and we will help you to the best of our ability. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m been billed for an online store that was never officially opened and i have requested on several occasions for it to be deactivated and stop the billing. They have reiterated via email the store is closed, but they have continued billing me.

  

  Business response

  08/04/2024

  Hi, ********.
  
  This is ****** and I am a Support Lead here at Shopify. It sounds like you’ve run into some issues around unwanted charges for a store you intended to be closed, is that correct?
  
  It isn’t possible for a store to continue to bill if it’s fully closed, so the first thing to try would be to try logging in, and make sure it’s properly closed. If you determine it is still open, close it using the instructions on this page:
  ***************************************************************************************
  Then, once you're closed up, you can contact our Support and request a refund. Shopify doesn't generally offer refunds, but once the store is closed, you can ask a Support Advisor to send to our Billing specialists and ask if they can make an exception.
  
  If you’re not able to log in and close it up yourself, or if you discover the store is closed, indicating that the charges are coming from somewhere else, we have processes in place to assist people with unwanted charges from Shopify. The best way to resolve this is for you to reach out to our Support Advisors to get help on this. To reach Support where they can help you, head over to our Help Center page using the link below:
  ************************************************************************* 
  
  You can contact support for help, even if you can’t log in to your store. Once you’re in the chat, you can let our staff know you’re unable to log in to cancel and aren’t sure where the charges are coming from.
  
  At that point, our Support will ask you for some information about the payment method and how the charges appear on your statement. When someone is unable to log in and prove they own the store that charges are coming from, we’ll ask for some information that shows they own the payment method used for billing instead. The owner of a payment method will always have the right to request we stop charging it, so proving you own the card being charged will give us the needed authorization to remove that method of payment from our system. Once the Support Advisor has that information, it then gets passed to our Billing specialists, who can use it to track down where the charges are coming from.
  
  Once we’re sure the store is closed, our Support can move to helping you with your refund request.
  
  If you run into difficulty with any of that, feel free to reply and let me know. If you’ve already spoken with Support but not had a resolution, you should have received a ticket number in your email inbox. If you share that ticket number with me, I can follow up on it and ensure it’s in the right hands to help you out.
  
  Best,
  ****** * | Support Lead 
  

• Initial Complaint

  31/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My store has been frozen, which is fine as we will open in soon. But I need to update my domain information as our contact info has changed, but Shopify is telling me I cannot do that until the balance on my store is paid. These are two separate services and one is fully pre-paid (the domain) so why my ability to update my contact information for my domain is suspect and feels like extortion as I cannot comply with the domain requirements until I pay my balance on another service? Feels like a shakedown.

  

  Business response

  05/04/2024

  Hi ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear of the issue you are having with your account. 
  

  All Shopify stores are billed every 30 days for the plan that they are subscribed to. If a store is unable or does not pay that invoice the store is frozen and all data is frozen. To reinstate a store any outstanding balance must be paid before the store is reopened and able to trade again. Our Support Advisor has explained this on ticket #********. The store will be fully restored when the outstanding balance has been received. 
  

  If you need any more information or have any other questions, you can contact our Support Advisors at any time day or night through our Help Centre. 
  

  Regards 
  *****
  

  
  

  Customer response

  05/04/2024

  
  Complaint: 21510531
  
  I am rejecting this response because: I don't need access to my store, but I do need to update my domain contact info. I would suggest shopify read the complaint before responding.

  The domain service is separate from the shop service and has been prepaid, but their interface does not separate the two for account management.

  My next email is to the Attorney General for the State of California to get this resolved as it is a service that is already paid for.

   

  

  Business response

  09/04/2024

  Hello ******, 
  

  ***** here again from Shopify. Thank you for your reply, it will allow me to clarify a few details about domains and how they are linked to plans. 
  

  When you open a Shopify store and choose a plan, you have the ability to purchase domain names. A domain name then needs to be “hosted” on a platform. Shopify offer hosting for this domain as part of your plan. This hosting allows you to have unlimited bandwidth, instant SSL certificates, unlimited email forwarding and the unlimited access to super fast servers. So as it is correct to say that you own your domain name, all details of the domain itself are “hosted” within your plan so without a Shopify Plan you do not have access to any details relating to the domain. 
  

  If you do not wish for the domain to be hosted by Shopify you do have the option as the owner of the domain to transfer it to another hosting provider. If you would like to initiate the transfer of your domain, our Support Advisors are available to help with this request directly in our Help Centre. 
  

  I hope this clarifies domain ownership for you. 
  Regards 
  *****
  

  
  

  Customer response

  09/04/2024

  
  Complaint: 21510531
  
  I am rejecting this response because: I am not actually looking for access to my shopify plan or account, I just want the address updated as requested in an email I received from shopify.

  

  Business response

  16/04/2024

  Hello ******, 
  

  ***** here again from Shopify. 
  

  If you have received an email specifically requesting a change then this is a different situation. Due to the public nature of the *** and the sensitive identifying information we will be discussing I have sent you a separate email so we can get the issue resolved for you. Please respond to that email directly from the account owner email address you are using on the store so we can continue. 
  

  Regards
  *****
  

  
  

  Customer response

  16/04/2024

  
  Complaint: 21510531
  
  I am rejecting this response because the shopify rep obviously did not read the original complaint or the requested resolution and just copy and pasted the rote response.
  

  

  Business response

  23/04/2024

  Hello ******, 
  

  ***** here again from Shopify. I am sorry you feel the response was not directly related to your account.
  As we have advised, all data on a store relates to the legal status of a stores information. Any changes to this must be done in correlation to the account itself. This has been explained in your open ticket #********. Please respond to that ticket so we can find a resolution to your issue. 
  

  Regards
  *****
  

  
  

  Customer response

  23/04/2024

  
  Complaint: 21510531
  
  I am rejecting this response because it seems odd that they can't just update an address.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  28/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a customer who was marked as high risk of fraud in Shopify. We did what Shopify suggested and canceled and refunded the order. A few days later we received a chargeback on this order. I contacted customer support and they said that it was an error and we had done everything correctly and they would help us to win the chargeback. I submitted all the documents they requested and waited for a response. Shopify did not file the chargeback immediately; they waited until the last day possible to file the chargeback. (Months later). The merchant sided with the customer, even though we provided proof that we refunded the order within 4 hours of it being placed. Shopify if said there is nothing left to be done and will not file an appeal on our behalf. I have asked to speak to a supervisor multiple times, and every time, it is refused. The agent I am dealing with "****" said there is nothing left for her to do, and even though we did everything correctly Shopify refuses to help us. I know writing this complaint Shopify will not do anything to rectify the situation, but I am hoping if you are on the fence with choosing Shopify to know there is no longer support. A few years ago Shopify had live agetns who were very helpful, they no longer have that and everything is done though email, and they are not helpful at all.

  

  Business response

  05/04/2024

  Hi ***,
  
  My name is *****, an Operations Lead at Shopify.
  
  I would like to look into this situation further. Can you please share with me the ticket number(s) for your interaction with Support? Specifically, the interaction where our team advised there was an error and that we could help you win a chargeback.
  
  Please note that Shopify's role in a chargeback is to provide supporting documentation to help you dispute it. However, the final decision is made by the cardholder's bank, not Shopify. While Shopify provides tools and support to help you dispute a chargeback, it can't guarantee a win. The final decision lies with the cardholder's bank. It's important to provide as much evidence as possible to support your case. More details can be found in this Chargebacks and inquiries guide.
  
  When you are using Shopify Payments, Shopify will submit evidence for a chargeback on your behalf. Shopify collects evidence and sends it to the credit card company on the chargeback due date. You can add more evidence before this date. The issue is usually resolved within 120 days after submission. For more details, check out our help document for managing chargebacks at the following link: *********************************************************************************.
  
  I look forward to hearing back from you soon and please let me know if you have any questions. 
  
  Sincerely,
  
  ***** | Shopify Operations Lead

  Customer response

  05/04/2024

  
  Complaint: 21498931
  
  I am rejecting this response because:

   

  Hi *****,

  The support ticket number is ********  And I do understand that this is not a normal circumstance, the customer was refunded, and THEN filed a charge back.  At which point I gathered all the screenshots and information I needed to show that this customer was refunded and that there should have never been a charge back.  I did this a day after the charge back. Shopify did not file this information for almost 3 months! And which point the bank sided with the customer.  And when this was escalated it was found that the Shopifys processor did not do the refund, and that is why the customer was allowed to do a charge back.  This is out of our control, and frankly is not something we should be held accountable for. 

  Here is what your first rep said.
  

  "We are confident that the dispute will be resolved in your favor given
  the clear evidence of the refund. We understand that this is a complex
  situation, and we appreciate your patience and understanding during this
  process."
  
  Sincerely,
  
  *** ********

  

  Business response

  09/04/2024

  Hello ***, 
  
  Thank you for getting back to me with the information I requested. Due to the public nature of the *** I am unable to discuss further details of this ticket for your privacy. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  All the best,
  
  ***** | Shopify Operations Lead

  Customer response

  09/04/2024

  
  Complaint: 21498931
  
  I am rejecting this response because: ***** I appreciate you wanting to keep my store private, but I would prefer we keep the non payment details public so others can make a educated choice and see how Shopify treats it's customers.
  
  Sincerely,
  
  *** ********

  

  Business response

  18/04/2024

  Hi, ***.
  
  This is ****** and I am an Operations Lead at Shopify, I'm a colleague of *****’ and have sent you a response in ticket ********.
  
  In the interest of balancing your privacy of information with your desire to show other potential merchants and the *** what Shopify is doing for you, I’m going to give a brief recap of what that email covers while avoiding store-specific details.
  In that email, I’ve sent details on:
  
  * why we don’t appeal chargeback results
  * explained the chargeback response submission time
  * detailed why Shopify leadership isn’t the best fit to address your concerns around chargebacks
  * what my team’s role is in resolving escalated complaints
  
  I’ve also requested more information on what you’d hope to accomplish with an appeal in this case, and asked for your feedback on what you’d like to see us do to improve services.
  I'll keep an eye out for replies from you in the ticket, and we'll go from there.
  
  Thanks,
  ****** * | Operations Lead 
  
  

  Customer response

  18/04/2024

  
  Complaint: 21498931
  
  I am rejecting this response because: While ****** has explained Shopify's position on the issue we are having, and while she is correct she has explained Shopifys postion.

  What consumers should know is you are not allowed to escalate your case to a manager. You will deal with low level people reading from a script and who do not actual grasp what is going on.

  And Shopfiy will not help you with a chargeback, or provide any proof that they actually filed your chargeback information.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  25/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shopify was late in issuing the 1099-K form, I did not receive ours until March 1rst. Shopify states that they are not required to send out 1099-K forms in order for merchants to files taxes, they can use the exported reports from the merchant dashboard. This would be fine, however the reports do not match what is on the 1099-K form. I had opened a ticket with Shopify regarding this. They too found a discrepancy on the exported reports, but state that the 1099 "should" be accurate and be utilized for tax filing even though the reports are wrong. (Not a warm and fuzzy feeling here). They said they will look into the issue, but they closed the trouble case with no response. I re opened the case, and they closed it again with no response. This is absolutely unacceptable. They are unable to explain to me where they got the numbers for the 1099 that they are submitting to the IRS when their reports don't match. I cannot be the only merchant having this issue. How are merchants supposed to accurately reconcile activity for the year and provide accurate information for tax filing? This is not a way to conduct business and I cannot say I have much trust in what I am seeing on our reports going forward. I am very disappointed in Shopify's support and handling of this situation. They should not be allowed to brush this under the carpet.

  

  Business response

  26/03/2024

  Hello ****,
  
  My name is **** and I’m a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your concern. In order review your account and previous support provided in regards to the reports, I will need to receive further information to review this on your behalf. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer response

  29/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21481859, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *

• Initial Complaint

  19/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a yearly subscription with Shopify but needed to close my store due to change of business model/services provided and no longer needed the platform. I reached out to Shopify CS to inquire about a prorated refund since I have only used about a month and a half of the services. They refuse to issue any kind of refund. This is highly unethical practices considering that I paid for a year and did not use remotely close to that. If I had chosen the monthly plan, I would not have had to go through this, and I would not have chosen the yearly plan if I had known I would be penalized. $351 is a lot of money to waste.

  

  Business response

  26/03/2024

  Hi *******,
  
  My name is ******, I'm an Operations Lead here with Shopify. I regret to hear of your experience on this matter, however, I've looked into the issue and have reached out directly to you in a separate ticket ********, given that the *** is a public platform.
  
  Please keep an eye out on the above outlined ticket number as it containes all the details and the reslution to the matter.
  
  Kind regards,

  ****** | Operations Lead

  Customer response

  28/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21457501, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly been in touch with Shopify for nearly 2 months regarding a domain issue caused by their Trust & Safety team. We have been unable to use our custom domain on our website associated with the below ticket numbers, ever since the Trust & Safety team lifted a freeze on our account. We were told by agents that the full lift was not done in January. We have been unable to use our store as the domain is incorrect. We need this immediately corrected and a compensation for all costs with Shopify refunded over the past few months, including consideration for our domain costs given this Shopify-made issue that has lingered without any explanation and hours of lost time on our side. ****** ******** *** ****** ***** ****** ******** *** ****** *****

  

  Business response

  22/03/2024

  Hello *********, 
  
  My name is **** and I'm a Support Lead at Shopify. I know that having access to your domain is an important feature for your store, so I dug into the tickets you mentioned and your other tickets with support. 
  
  While the public nature of the *** precludes me being able to give direct details for privacy reasons, I'm happy to let you know that I was able to contact our Trust and Safety team. They have confirmed that they have reached out to you on ticket ************************************ with the resolution for your domain. 
  
  Please let me know if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer response

  26/03/2024

  
  Complaint: 21457195
  
  I am rejecting this response because:

  Hi ****,

  Confirmed that the domain was fixed only after filing this *** complaint. This shouldn't be the case. We have struggled with your chat support team for hours on end regarding this issue that shouldn't have happened in the first place.

  However, your response does not address the refund. Again, we have been fully unable to launch or use our store as the domain was incorrect and we were told by your team that we needed to keep our store live for 2 months for them to fix the issue. We were basically forced into paying while the team did nothing to correct. We clearly laid this out in the original complaint.

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

  

  Business response

  28/03/2024

  Hello *********,
  
  While I am unable to discuss the specifics of your store via a public channel, I can confirm that the shop associated with this domain has had no costs associated with it for the last two months. As there have been no funds charged by Shopify, we are not able to refund anything. 
  
  Please reply to this email if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer response

  29/03/2024

  
  Complaint: 21457195
  
  I am rejecting this response because:

  ****, this is because we prepaid. You were still deducting funds from a prepayment we made in the past - we have been paying for an active subscription. Unfortunately we are at the point where we are discussing via a public forum as (1) you understand your support team's issues, I have stated them multiple times and (2) you no longer provide phone support. We don't want this either, you should be properly addressing customer concerns outside of the ***. You are more than welcome to call me by phone if you have concerns, but this has nothing to do with a public channel.

  Please properly review this issue. Again, you should be plainly aware of the charges we have had with Shopify by looking at our billing history. If you are stating that Shopify has not been debiting from our prepayment balance, I have never heard of this as your team stated they would not refund and did not inform us of the same. We also don't see this on our side. Please advise.
  
  Sincerely,
  
  ********* *******

  

  Business response

  05/04/2024

  Hello *********, 
  
  As I am unable to discuss the specific details of your account without authentication, I will be sending an email to the account owner email address. PLesae keep an eye out for that email, and we can discuss this issue in-depth in that email. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer response

  06/04/2024

  
  Complaint: 21457195
  
  I am rejecting this response because:

  I've responded to the email. None of this is very sensitive so I'm including my response below as it needs to be resolved:

  "Please advise as all plans are prepaid. Shopify requires prepayment on everything. The reason you're seeing zero charges since January is because we prepaid. There is no way to keep a store live for months without paying.
  
  Were we refunded for the charges paid in October after cancelling? Again, charges are never initiated when cancelling, they are prepaid, and we did not use the store on a Basic plan for an entire month in October, so partial funds should have been (and were) leftover from October.
  
  What is the breakdown of the $18.99 charge on January 8th? Using the Basic Plan or even Pause & Build for 6 days would not have equated to this amount. Again, this math does not make sense as all store owners have to prepay, so I'm not clear why you're mentioning that there are no prepaid amounts. We would need the dates stores were reactivated/upgraded (that is the same day they're paid) and the dates stores are downgraded/deactivated (refunds would be due for the same)."
  
  Sincerely,
  
  ********* *******

  

  Business response

  08/04/2024

  Hello *********, 
  
  I understand your concerns regarding the refund, and I have investigated thoroughly, as well as made an offer of a credit as a goodwill gesture. If you wish to accept the credit offered, please reply via that ticket. Otherwise, Shopify has reviewed your request and has found no charges in the time period that are able to be refunded. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer response

  09/04/2024

  
  Complaint: 21457195
  
  I am rejecting this response because:

  Shopify forced us to continue paying for our store while their team rectified the issue for over 3 months. This is a Shopify-created issue. We are clearly asking for a refund as we never wanted to pay these fees, and we made this aware to Shopify. This is a fully Shopify created problem and there is no "goodwill" or a "courtesy gesture" in this situation. ****, refund our money as stated. Shopify is more than capable as they have issued refunds in the past. I am also stating the below response for all buyers to be aware of how this is being handled:

  "Hi ****,
  
  Thank you for confirming that we did prepay ("that was held over from the previous month's payment after cancelling and re-activating, leaving $18.00"). These were absolutely pre-payments and I am not clear why you mentioned they were not.
  
  Regarding refunds, we have been wrestling with your team for over 90 days regarding this issue. Only once a *** complaint was open did your team actually resolve the issue. This should never have been the case. Can you please address this given the immense amount of time and pressure this has put on our team and business? Aside from Shopify's costs, our entire business has been put on hold for months over this issue, and it is not minor. Shopify is the cause here and you are more than capable of making this right, even though it is insignificant given the damages we have already incurred.
  
  We were unable to deactivate our store and get a true refund as your team needed the store to be live to rectify this issue. This is absolutely not our fault and this is fully documented in all chats and tickets.
  
  And no, **** - you need to refund. Shopify has funds and is more than capable of refunding as you have done in the past. We asked for a refund well within 90 days of payment as you can see over chat. We gave your team months to resolve. Resolve this please."

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

*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. ↩