ComplaintsforShopify Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Back in February 2024 I requested Shopify to remove my mailing address from their mailing list through a BBB complaint. They assured me my address was going to be removed and that I should not receive any further mailers. Today 9/3 I received a new mailer from Shopify. I am attaching picture of the latest one.

  

  Business response

  07/10/2024

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are still receiving unwanted mail from Shopify. 
  

  I have added your details to our marketing teams list and they will remove you from the database.. This removal process can take a little time but you should not receive any more mail from now on. I apologise for this inconvenience.
  

  Regards
  *****
  

  
  

  Customer response

  07/10/2024

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

• Initial Complaint

  30/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I think there is a fraudulent shop/shopify account using my email and old cell. This pops up when I order from *************. I live in the ** and Shopify/Canada is doing this and they have no contact info. I will gets texts to my old cell...************ and suddenly I am getting emails to my email address: ********************* If I accidentally signed up, it wasn't my intent. I demand that they stop ******* me - and demand that they immediately close this fraudulent ************ is the annoying and unwelcome email:Sign in to Shop Inbox Shop <************************>12:02PM (2 hours ago)to me Shop logo Sign in to Shop as *********************Enter this code to sign in:835044 This code will expire in 10 minutes and can only be used ********* InstagramTwitter Note: This email is not monitored for replies. If you need a hand, please visit our help ********** are receiving this email because you signed up for Shop including Shop Pay.Shopify | ************************************************************* Shopify, all rights reserved.

  

  Business response

  03/10/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I have reviewed your details and can confirm you did create a SHOP account with us in 2021 using your email address and old phone number. 
  To prevent those messages from being sent to your email address you will need to delete your account. To do this please enter your email address into this link here ************************, and then check your email to complete deleting your account. If you don't receive an email please check your old phone for a text message. 
  
  Once you've completed this you will no longer have those emails sent to you. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer response

  03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I wish there would have been an easy way for me to contact shop or to delete by myself.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  30/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to Shopify's AUP, violations typically pertain to "illegal or unauthorized transactions, prohibited business practices, or other violations of laws and regulations." However, as I had not initiated any transactions or activities, it is perplexing how my account could be deemed in violation of these policies. It raises serious questions about the basis for this determination.The AUP states:You agree to use the Services only for purposes that are permitted by the Terms and any applicable law, regulation, or generally accepted practices or guidelines in the relevant jurisdictions.Shopify reserves the right to terminate accounts that are in violation of these rules.Given that my account was newly registered and inactive, how could it possibly breach these guidelines? I have adhered to the terms, and there have been no opportunities for any potential violations on my part.Furthermore, the lack of communication surrounding this decision is alarming. I have reached out multiple times to your support team, yet the responses I receive are vague and unhelpful, often repeating the same generic statements without addressing my specific situation. The abrupt closures of my chats only add to my frustration, leaving me feeling dismissed and unheard.

• Initial Complaint

  29/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/26/24 my account was locked due to a security concern. Ticket: ********. I responded promptly within 2 hours of the email to answer the questions asked. I then went days without a response. I have had over 10 interactions with different support/chat advisors without any resolution other than being told to "patiently wait". I have now been unable to pay rent, pay employees, or pay for my inventory restock. I have had two employees quit already due to this issue. I have lost the trust of my customers and my business reputation has been tainted due to the lack of order fulfillment that was promised to our customers. We have done everything ******************** has asked, complied with all rule, made all payments - yet, we have no assistance with our issue other than being told to wait. I am able to loose my business over this issue and I am unable to speak with anyone higher in power than the chat advisors. I need help before my business is forced to shut down, please!

  

  Business response

  01/10/2024

  Hi ******,

  My name is ********, and I'm a Support Lead here with Shopify. I regret to hear about the issues you've been experiencing with your account. There is an existing ticket (66e5c1dd-ed1c-4df2-92f5-126a70021290), and from what I can note, the matter seems to be resolved.

  Should you have any additional questions, please reach out through that ticket, as the team supporting you on this matter is best positioned to guide you further on any outstanding issues.

  Best regards,

  ******** | Support Lead

  Customer response

  01/10/2024

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

• Initial Complaint

  28/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They are withholding my Shopify payments for my small business, making customers angry with me and making me unable to pay rent, they refuse to give me any way to contact their higher *** for help and refuse to provide any solution

  

  Business response

  29/09/2024

  Hello ****,
  
  My name is **** and I'm a Support Lead at Shopify, I understand that you have some questions about the payout hold you've received. I'm happy to ensure that you get the information you need to address this. 
  
  Our verification team has seen that there is some information missing from your setup of Shopify Payments. To resolve this, they have sent you a request for the missing information, on ticket b700e465-e377-42bb-b5f2-7b5e15f42975. That ticket will have a link to submit the necessary documentation and get your payouts working. 
  
  Please let me know if you have any further questions. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer response

  29/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have reinstated my payments and I will be receiving my money.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  28/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Shopify, reinstated my Shopify payments roughly 2 weeks ago at this point. But now my payouts are being withheld. While they are being withheld Shopify is still collecting a portion of those sales from my bank account as repayment for my Shopify capital. When I contacted Shopify about this I was brushed off and told they would handle it with urgency but that their team doesnt work on the weekends. This issue has been on going for 2 weeks and its been handled with urgency?! I dont resell I make all my items so I dont understand what documents Shopify was seeking but if they were seeking them why was I previously told the issue was resolved?Additionally Shopify removed Shopify payments back in 2022 and continued to charge me for the use of Shopify payments in that time through my Shopify account. My stores plan includes Shopify payments so I should have been entitled to Shopify payments that whole time or a discounted rate for having to pay not only a 3rd party BUT also having on top of my normal membership pay a 2% fee on all transactions.The removal of Shopify payments costs me hundreds of dollars that Shopify pocketed.

  

  Business response

  01/10/2024

  Hello ****, 
  
  My name is **** and I'm a Support Lead at Shopify, I understand that you have some questions about the payout hold you've received. I'm happy to ensure that you get the information you need to address this. 
  
  The team investigating this that can help you out has sent you a ticket, ticket 596bca1f-5b93-4da2-8b08-925d234415e0 where they have confirmed that you are now able to set up Shopify Payments. 
  
  To address your other questions, I wanted to confirm that your Shopify subscription and Shopify Payments are two separate offerings from Shopify. Shopify Payments is a payment gateway, with specific rules and regulations. This is not included in your Shopify subscription, but a separate charge, paid for by the transaction fees from orders. Your Shopify subscription covers the website and tools offered to assist merchants in building an online store. Many merchants use Shopify Payments for convenience and savings, but there are many other merchants whose products do not meet Shopify Payments regulations, and are still able to use Shopify with a third party gateway. 
  
  I hope this helps answer any questions about Shopify services. For questions about the payout hold itself, please continue to work with our Trust team on ticket 596bca1f-5b93-4da2-8b08-925d234415e0. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  
  

• Initial Complaint

  25/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shopify is currently holding my payouts and over $3k in balance (and growing) with no explanation or resolution. My open support ticket numbers are:**************** ******** ******** This first started on Monday, Sept 24 when we were supposed to receive a 1575 payout: We did not receive that and only received $69.37 instead. Then we were supposed to get $295.89. We did not receive that either and only received $123.92. We need this money to run our business and it's unacceptable to have these payout issues without any resolution. Many other merchants are having the same issue and reporting it on social media.

  

  Business response

  27/09/2024

  Hi ******,

  My name is ********, and I'm a Support Lead here at Shopify. Thank you for taking the time to share your experience with us. The Better Business Bureau is a public platform, and for that reason, account details cannot be discussed here.

  I have reached out to you directly in ticket #******** to continue the conversation and support you further.

  Kind regards,
  ******** | Support Lead

• Initial Complaint

  23/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Shopify deactivated my store *************** on 9/12 with zero communication or rationale as to why this occurred. I am a dues paying customer. It has been 12 days and I have not gotten a single contact about why they shut my site down. This is costing me thousands in sales and reputation.This company is my dream and put hundreds of hours and thousands of dollars into this sit to be able to pursue my dream. Shopify has taken my store hostage with zero notification and is running my business into the ground while I sit refreshing my inbox awaiting a communication By the way i have been initiating a conversation with their offshore chat agents daily since my store was taken down. They have apparently escalated this 5 plus times but im not sure if that escalation is actually going anywhere. They also have lied and told me on different occasion that I would get an email by end of day or within 24 hours (none of which happen).I have taken every avenue to try to get a response (linkedin messages to employees, posts on the shopify forums, email to any shopify associated email i could find online) and it has been crickets. Shopify - I implore you to reactivate my store and let an honest startup continue our entrepreneurial journey. This is seriously keeping me up at night and causing me ultra anxiety.

  

  Business response

  24/09/2024

  Hi ****,

  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of the issues you've been having, and I thank you for taking the time to share the experience here. 
  Better Business Bureau is a public platform and account details can not be discussed here for security reasons. I have reached out to your directly, please respond to me on ticket #******** and I can look into the matter further.

   

  Kind regards,

  ******** | Support Lead

  Customer response

  24/09/2024

   
  Complaint: 22327679
  
  I am rejecting this response because the company requested additional information to authenticate my identity (which makes sense)

  However, I provided this so now we can focus on the real resolution which is reactivating my store.

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

  

  Business response

  25/09/2024

  Hello ****,
  
  ******** here again to inform you that the relevant team has reached out to you on ticket eadce260-3856-4295-b541-da8578c70d31. Please review and reach out directly to the team on the above mentioned ticket, and looking after the matter as they would be best placed to support you further.
  

  Kind regards,

  ******** | Support Lead

  
  

  Customer response

  25/09/2024

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

• Initial Complaint

  23/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************** registered an account with Shopify in June 2024 to sell our products using Shop Pay. In early July 2024, Shopify blocked our account, thereby freezing $7,000 USD of our companys funds. Despite our appeal to Shopify, our access remained blocked. Since the time of this blockage, we have made 7 attempts - on July 09, 2024, through September 23, 2024 to resolve the issue by contacting Shopify support.Each time, we were promised that access to our account would be restored shortly, but no such action has been taken. Most recently, we were informed that the timeline for restoration of account access is 120 days. This timeline was never mentioned in Shopifys Terms of Use or Shop Pay Merchant Terms available at the time our account was blocked. The company's refusal to release the blocked funds or provide a concrete reason for withholding them has caused significant financial hardship to our business.The ambiguity in Shopifys terms, combined with their lack of responsiveness, indicates that their practices could violate both the Competition Act and the Consumer Protection Act, 2002.Requested Action We respectfully ask you to:1.Investigate Shopifys conduct to determine if it constitutes a breach of Canadian consumer protection laws and anti-competitive behavior.2.Enforce corrective measures to prevent further unlawful withholding of merchant funds.3.Compel Shopify to release our blocked funds of $7,000 USD immediately.Thank you for your attention to this matter.

  

  Business response

  26/09/2024

  Hi Roman,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer response

  30/09/2024

   
  Complaint: 22326044
  
  I am rejecting this response because: 

  Shopify still does not take any action to restore access to my account. Each time a new support specialist communicates with me. Everyone promises to help, but in fact no one helps. At the same time, I cannot use my money that remains on my blocked account in Shopify. In other words, Shopify holds my money without legal grounds.
  Sincerely,
  
  Roman Zabaluev

  

  Business response

  06/10/2024

  Hi Vlad,
  
  I was able to use the email attached to further investigate the status of the payouts. During my review, I located ticket 8f9c1d33-1938-4967-ad1b-63c84f59b5fa. Any further questions regarding the payouts will need to continue to be directed to our Shopify Merchant Trust Team through ticket 8f9c1d33-1938-4967-ad1b-63c84f59b5fa, as they are best equipped team to assist you with your query.
  
  Kindest regards,
  **** | Shopify, Senior Support Lead

  Customer response

  10/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Our account has been resumed and we are able to facilitate Shopify.

  Thanks to **** (a lawyer of Shopify) who helped to solve or issue.
  
  Sincerely,
  
  Roman Zabaluev

• Initial Complaint

  23/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been putting my blood sweat and tears into my company which is being hosted on Shopify. It is an athletic equipment company that supplies to highschool/colleges in the US. Out of now-where, Shopify deactivated by website. It has been 12 days with zero communication of rationale. I have now had 5 logged conversations (Starting on the 12th of September) with their offshore support chat and all they keep saying it has been escalated and the operations team is reviewing. was told multiple times by your support I would hear by end of day or in within 24 hrs (which was a lie). I have invested over 20k into my website design and coding and am losing an estimated 500 dollars a day while the site is down. Two week is crazy timeline to essentially put a company out of business for 2 weeks losing customers and thousands of dollars a day. If anyone who actually works at Shopify can contact me immediately a few more weeks of this and my company will be OUT OF BUSINESS. Email is ***********1@gmail.com or my business email *********************

  

  Business response

  24/09/2024

  Hello ****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can see another complaint was also lodged at around the same time as this one, ID = ********, which my colleague ******** has already responded to. I can also you've been corresponding with them via email on ticket ID ********. 
  
  I don't think it prudent to have two complaints for the same issue and would suggest this one gets resolved and work continues on a resolution via the other complaint.
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer response

  25/09/2024

  
  Complaint: ********
  
  I am rejecting this response because I have not heard back from ******** regarding my issue all she asked me was to verify my email.

   I also have still yet to hear from anyone why my store has been shutdown (it’s now day 15) with zero communication costing my company thousands of dollars a day and angry customers. I will keep this ticket open until I receive a communication as why my store was deactivated or my store is reactivated. 

  I am not looking to communicate with support, according to support my store is sitting in a backlog queue not getting reviewed. I need to hear from someone who actually is a shopify employee (not zendesk) in order to accept a response. A 15 day SLA is unethical given the nature of this business. 

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

  

  Business response

  25/09/2024

  Hi ****, 
  
  Thank you for your feedback. 
  
  ******** has informed me the issue has now been resolved and your account has been reinstated. 
  I'm pleased to see we were able to get this issue resolved for you. 
  
  Kind Regards 
  
  *** - Shopify Support Lead

*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. ↩