ComplaintsforShopify Inc.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A fraudulent customer has attempted to place a large order with me via my store, ***** **** ******* *** on several occasions. And although I subscribe and pay for Shopify's monthly fraud protection, the fraudulent customer continues has to attempted to place the same large order on three separate occasions. Shopify says that they will not cover the order because the customer is flagged as fraudulent and in doing so they are leaving me the option to sell to the customer or decline the customer's order. The fraudulent customer has attempted to use five different credit cards, have attempted to five different orders and have used five different shipping addresses. I have declined the customer's order each time that an order has been placed and each time I am forced to pay Shopify $10.31 in doing so. I have no idea why I am being charged $10.31 for refunding the fraudulent customer's order and Shopify has no way of speaking to a representative to resolve this issue. I should not be being billed $10.31 by Shopify for refunding a fraudulent customer. These charges are adding up and unfair to me, the business owner.

  

  Business response

  12/02/2022

  Hello *******, 

  
  My name is Jef and I'm a Support Lead at Shopify. I totally understand how frustrating this situation must be for you with these fraudulent orders. You don’t understand why you are being charged the amount of $10.31 each time you cancel the order and I would like to investigate and come back to you with an explanation.

  
  I’m concerned you were not able to make contact with any of our Support team to talk with them directly. We have 24/7 support available via callbacks, chats or emails which can be accessed via this link here; ************************************** Please let me know what issues you had when trying to make contact as I’d like to make sure this doesn’t occur again.   

  
  Due to the public nature of the BBB, I cannot discuss account-specific details like the fees you are being charged, however from the information you have provided these do appear to be credit card charges that Shopify incurs to process the refund. Per Shopify’s Terms of Service (**********************************************) these fees credit card charges are non-refundable.  I've sent you an email at the address you provided asking you to provide account specific information so I can look into this for you in more detail. 
  Please respond to me there with any questions or concerns you might have. 

  
  I hope to hear from you soon.

  
  Warmest regards,
  Jef - Shopify Support Lead
  

  
  

• Initial Complaint

  07/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an online business, and with many choices I recently invested enormous time and personal and financial info into setting up a Shopify store. Compared to the financial benefits for Shopify of servicing paying, percentage-based, too, accounts, from customers, and all that can be on the line with a self-employed business and a skill not everyone has, which is web design and ecommerce, I got hung up and impeded with a website deadline due to a communication policy that is not explained well. Then, a staff member who was running a chat communication would not stop trying to insist to help with chat though I'd said I don't want to and just wanted to understand and use the phone support, which is available and promised. I had 12 questions to ask, and for customer and website security, and brand integrity, too, I did not want to type, as I told him, thousands of words when the Company offers phone support. Their website says so, and even the chat people did, too. But, it really does not per screenshots. So, I wish they would just fix something and fix the red error messages so they read accurately in terms of what the website and agents both say, which is that phone service exists, or let me talk to someone, which is what the website and the Agents said was possible.

  

  Business response

  08/02/2022

  Hi ******,
  
  My name is Gill, I am a Support Lead here at Shopify.
  
  I have done some investigation into your issue and am glad to see that you had gotten a hold of Darcy from our retail team via their phone number.
  
  Our callback system works on a need/availability basis, meaning that if the callback requests are too high for the number of support advisors available only chat will be available until the queue goes down in size. This is to ensure we do not leave our merchants waiting for long periods of time but we do understand how this can be frustrating and are working on better messaging to ensure the system is understood by our merchants.
  
  In regards to your issue with chat support disconnecting, sometimes this can happen due to the browser you are currently using. We suggest using ****** browser as well as ensuring your cache has been cleaned recently.
  
  Please let me know if you would like me to open a support ticket for us to discuss further, I would be happy to help.
  
  Kind regards,
  Gill | Shopify Support Lead
  

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  "I have done some investigation into your issue and am glad to see that you had gotten a hold of Darcy from our retail team via their phone number. Our callback system works on a need/availability basis, meaning that if the callback requests are too high for the number of support advisors available only chat will be available until the queue goes down in size. This is to ensure we do not leave our merchants waiting for long periods of time but we do understand how this can be frustrating and are working on better messaging to ensure the system is understood by our merchants. In regards to your issue with chat support disconnecting, sometimes this can happen due to the browser you are currently using. We suggest using ****** browser as well as ensuring your cache has been cleaned recently. Please let me know if you would like me to open a support ticket for us to discuss further, I would be happy to help."
  
  This reply does not look at or address the point, or is it a fair characterization of the facts. First, I have a group of emails that, suddenly about a week ago, all at the same time never received a reply. I wrote to the email folks that, instead and as a result, due to ongoing hours - 6 I think - with no response, I would then call in. I tried the phone system 10-15 times. There is a clock above the website feature that let's you know how long, about, until you receive a call back: 3, 27, 9 minutes, etc....all very different, yet reasonable call back times. BUT - the screenshots I kept taking proved or told a different situation. Before the clock(s) even ran out, instantly, right after I hit 'return' on the computer, the system did not work, would not work, wasn't working, and, instead...for me to just use the chat or email. The explanations including the chat's explanation and the BBB reply, respectfully, don't make sense compared to the system messages. It took so much to get a phone number, but, separately, in Shopify referencing Darcy, it really has nothing to do with it. First of all, she kinda had to go and deal with Retail customers, of which, I am not. But, secondly, the chat concluded, possibly, due to MY browser? I don't think so. In fact, I was using the same browser that this reply advises, and I don't think I've ever seen a chat end, and stop, and instantly another begin. 
  
  

  

  Business response

  15/02/2022

  Hi ******, 
  
  Gill here, a Shopify Support Lead. 
  
  Due to the public nature of BBB, I have sent you a private email regarding your account information in order to try and resolve these issues you are experiencing. Please reach back out to me there and we can work together to find a resolution.
  
  Kind regards, 
  Gill | Shopify Support Lead
  

• Initial Complaint

  28/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: November 4th, 2021 Amount: $558 Product: 2 year subscription On November 4th, 2021, my family paid $558 for a 2 year subscription to activate the website for our family business *************** The credit card flagged the amount as fraud, but we called and the purchase was confirmed. We received a receipt of the transaction from Shopify and the amount is on our credit card statement. However, Shopify did not provide us access to the website. They required us to enter our billing details in again in order to activate the subscription starting from November 4th, 2021, ending November 4th, 2023. They refused to refund or offer us an adjustment of the subscription start date. On January 26th, 2021 we entered our billing details to activate the subscription since we felt we had no other choice to get access to our money paid. They still refuse to adjust the subscription start date, or refund any of our money paid.

  

  Business response

  03/02/2022

  Hi ******, 
  
  My name is Robert - I am an Operations Lead with Shopify. 
  
  I am sorry to hear that your store remained inaccessible for some time. It is understandable you are feeling frustrated by this, especially given the circumstances you mentioned. 
  
  Due to the public nature of the BBB, I am unable to discuss account specific information such as your store's invoices. As such, I have sent you an email to the email address you provided to discuss this matter further.
  
  I hope to hear from you soon. 
  
  Warmest regards, 
  
  Robert C. 
  
  Shopify Operations Lead

• Initial Complaint

  28/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dates of transactions are 9/29/21, 10/29/21, 11/28/21, 12/29/21, and 1/27/22. Total amount $145, $29 per month. The company promises 24/7 customer support. I have had much difficulty contacting support on several occasions. My original issue was I got locked out of my account and was unable to get back in due to a change in emails. All the information was on the account, I just could not access it once I logged out. They could not help me and said they were unable to locate my account because I did not have the ************* URL. I had all other verifying info related to me and the site I created. Then they asked for screenshots of the transaction on my bank statement. Since that is not even possible I gave them all the information associated with the transaction as per my statement. They said it was incorrect and they still could not find my account. The latest issue has yet to be resolved despite many contacts attempted via email and three different ticket ID's assigned. It has now been a month. I have stated more than a few times that I wanted to cancel my subscription and deactivate my account. This request was not only ignored but I was yet charged with dishonest information linked to the transaction. It is a phone number to a collection agency that has no knowledge of me or the merchant. Meanwhile, there is still an incomplete published site up. This can be found at **************************** The original site was ************************** I was in the process of changing stores when I got locked out by accident. First ticket id ******** support member Lynsy K; 1/12/22, 1/13/22, and 1/14/22. Second ticket id ******** Richard; 1/17/22. Third ticket id ******** Nikki S. 1/17/22. The last message I received stated they no longer accept incoming messages from ******************* since August 13, 2019. If I wanted to contact support I could do so at Shopify help center via e-mail, chat, or phone. Again I can't log in and there is no way to call ever.

  

  Business response

  29/01/2022

  Hi *****,

  My name is Zeljka, I'm a Support Lead here with Shopify.
  
  I regret to hear of your dissatisfaction with Shopify. Due to the public nature of the BBB and the sensitive information we will be discussing about your account, I have sent you a separate email. Please reply to that email I will work with you directly towards a resolution.
  
  
  Kind regards,
  Zeljka | Support Lead

• Initial Complaint

  26/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use Shopify for my business ********** ****** *** email: **************************** with Shopify . In October/November 2019 I attempted to capture two payments of $2000 from a vendor for a total of $4000 for 150 shirts. At this time Shopify denied the payments and denied me for Shopify payments. Therefore the balance was returned to the merchant by Shopify and I was forced top capture the payments via check. However Shopify reported to the IRS that I received $4000 in payments on my 2019 1099K in which the IRS is now trying to audit and collect from me . I have contacted Shopify since May of 2021 with multiple tickets with support and all they keep telling me is that their tax department is backed up and are handling tickets in order they were received. It is now January 2021 and still no response. The IRS has stated that I will have to make payment soon.

  

  Business response

  03/02/2022

  Hi *********, My name is Ana, a Support Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your recent tickets with our support team and will be supporting you through this request. I can see that you are looking for a 1099K form correction. Due to BBBs being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, Ana | Shopify Support

• Initial Complaint

  25/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Have 2 fraudulent disputes on our Shopify account due to consumer fraud against us. Have been trying without any success to get help from Shopify specialist recovery team. Have sent 5 emails to Specialist team 1/11/22/ , 1/13/22, 1/6/22 and today 1/24/22. We are receiving only auto responses from the company only and no response from the team handling our account. Shopify support unable to respond. We have been victimized by fraudulent dispute with customer who kept our merchandise and disputed charge. We have been advised someone named Carly is supposed to respond. We have waited now 14 days for any response from a live person to resolve. Urgent need help now.

  

  Business response

  07/02/2022

  Hi ******,

  ******* here from Shopify. Firstly, I am sorry to hear that you have received those chargebacks. I know a lot of work goes into fulfilling orders, and know how disappointing it is to receive chargebacks after inventory has been sent out. 
  

  Secondly, I apologize for the delayed response you have experienced when you came to us for some support. It isn’t the standard we set to achieve and I will explore what happened and how we can improve our responsiveness moving forward.
  

  What I can tell you is that the chargeback process itself is managed by the customer’s bank. Generally, we would advise you to supply as much information as you can in response to a chargeback through the link provided in each order. You can learn more about this process and the steps you can take via our help center document here: https://help.shopify.com/en/manual/payments/chargebacks 
  

  You mentioned you had been in touch with the recovery team, so I have reached out to them to ensure they are communicating with you. The information this team considers is account specific and is not something I can address here given the public nature of *** replies.
  

  Warm regards
  *******
  ******* ******* ****
  

  
  

  Customer response

  08/02/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. We have been advised by the processing bank that Shopofy failed to upload any of our dispute responses that we entered into our dashboard on time.Have tried to get escalated support for almost 2 months with no escalation. Only responses we receive are from recovery team trying to collect the funds. We have been advised the processing bank does not issue refunds for merchandise that is kept by the customer. Shopify has failed to contact us, failed to escalate the case and has not yet contacted us to make an exception for a case where customer stole $5.000 + worth of merchandise. Awaiting a response from them to get help .

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

  Customer response

  17/02/2022

  The complaint is not closed. We are unable to get support from Shopify and ******** ******* /has been awaiting a response from them since 1/18.

  **** is ready to reverse a chargeback to us as a fraudulent customer has stolen $5425.00 worth of merchandise from us and received the credit and kept all the merchandise

  which is illegal.

   

  We have been attempting to get help from Shopify, but they are non responsive.

   

  They have only been attempting to collect via their Recovery dept, the $5425 from us.

   

  **** has stated today via call with their Merchant Services dept that they can refund our money to us due to :

   

  1) Customer did not return our merchandise for over 2 months

  2) Customer return request did not confirm to our return policy such states all custom orders are final sale.

   

  As such we request for this to be re-opened and to get immediate assistance through the process with *** as Shopify is non responsive .

  We need senior level escalated executive support and that is not happening yet.

   

  Online theft is theft and this theft os over $5000 worth of merchandise.

  We need our money or our merchandise back,

   

  Thank you and need urgent help now.

   

  ******

   

   

  
  

  

  Business response

  19/02/2022

  Hi ******,

  ******* again from Shopify. I understand the urgency of this issue and have reached out to you directly. Can you please review your inbox and come back to me at your earliest convenience? There's a limit to how much detail we can go into on a public forum such as the ***, and I am keen to explore the circumstances of this chargeback with you to work out what further support we can provide.

  Warm regards

  *******

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

• Initial Complaint

  25/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I haven't been issued a payout since Jan 12th and I'm unable to do my business properly. I've contacted shopify every day and no one has been able to help me. I need to be payed out immediately. No one contacts me or send emails about fixing this issue

  

  Business response

  29/01/2022

  Hi *******, 
  
  My name is Robert - I am an Operations Lead with Shopify. 
  
  I am sorry to hear you have not received your store's payout as expected. It is understandable you are feeling stressed by this, especially considering the circumstances. I would be happy to review this with you. 
  
  Due to the public nature of the BBB, I have sent you an email to the email address you shared in this complaint. Please respond to me there and we can work together on resolving this issue. 
  
  Warmest regards, 
  
  Robert C.
  
  Shopify Operations Lead

  Customer response

  31/01/2022

  
  This complaint has been resolved 
  Sincerely,
  
  ******* ****

• Initial Complaint

  24/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shopify was running an ad on ********* stating that if I created a new store I would receive $400 in ad credits after I am billed for my first month of Shopify. I created a new store and paid for the first month, and I did not receive the credits. I then contacted Shopify, who proceeded to tell me that it was not their responsibility to give the credits and that I had to contact ********. So I contacted ********, and was told by the ******** team that Shopify is actually responsible for giving me my credits. They both went back and forth with me via email and kept telling me it was the other company that had to give me my credits, the end date for the offer was December 31st and by that date, neither company had resolved my issue and kept going back and forth and seemed to have no idea what they were talking about. **** ***** **** ***** *********** *** * **** ** *** ****** ** *** *** * ***** ** ******* **** ** ****** ********** ** ****** *** *** ******** I closed my store due to this and I want my refund for the month that I paid for.

  

  Business response

  27/01/2022

  Hi *******
  

  I am Orson, a Support Lead here with Shopify. I am reaching out concerning BBB Complaint #********.
  
  I regret to hear that your Shopify journey did not go as expected and that the support interactions were prolonged. I understand it may be confusing as to why a store did not meet criteria, which I will explain in further detail for clarity. 
  This promotional campaign was in conjunction with ******** and they, as a company, had a specific criteria for stores to meet,  as did we. Shopify Support Advisors do not have any insight into the workings or policies of ******** about their criteria or exceptions. We can only advise on the terms and conditions that ******** has given us. In response to this, I have gone ahead and refunded the payment that has been made for the subscription charge. I hope this helps recuperate the cost to you.
  

  Regards

  Orson
  

  
  

• Initial Complaint

  24/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  January 28, 2021 I paid $312.00 for a year subscription for a second store and canceled the store 5 months later. Shopify notified me I had $179.00 balance unused. I started with Shopify in 2017 and if you had a billing balance the company would credit it back to your credit card without asking. I paused my first store and Shopify charged me $29.00 per month although the store was paused for over a year. I then closed my first store and started the second store January 28, 2021. I have not been credited and would like the $179.00 put back on my credit card. I realize with growth that rules change within a business. The problem I have is that Shopify advertises on a constant basis: 14 days free trial, accept credit cards, powerful analytics, mobile commerce, dedicated support, marketing, quick servers, automated backups, etc...and that Shopify sets it all up. I never received a Disclaimer before signing up advising if I pay for a yearly subscription and decide to cancel at anytime that Shopify would be entitled to keep the remaining balance in this case of $179.00. Shopify is double dipping: when the 14 day free trial has ended and you decide to start paying for the store you created Shopify requires a Credit Card to secure that they receive their payments, chargebacks, fees, etc..on top of securing your account with a credit card so that Shopify is guaranteed their payment I was sent a Terms of Service which was updated October 2021 when I complained that I have been waiting patiently for my refund of $179.00: In the response I received: "Of course, Shopify's Terms of Service indicates we do not provide refunds, which has not changed. However, we can be flexible in individual cases, provided that the bill in question was paid within the last 30 days". "In the event that the bill falls within these terms, we may be able to offer assistance (which could have been the case for refunds you may have received in the past)". My bill was paid in full for a year. Confusing!

  

  Business response

  26/01/2022

  Hi *******, 
  

  I am Orson, a Support Lead here with Shopify. I regret to hear that your Shopify journey was not the experience we pride ourselves on.
  

  Due to the public nature of the BBB and the sensitive information we will be discussing about your account I have sent you a separate email. Please reply to that email from the email address we have on file for the account owner of the store we will be discussing and I can look at the account in detail with you then. 
  

  Regards
  Orson
  

  
  

  

  Business response

  03/02/2022

  Hi *******,
  

  Orson here again from Shopify. The email address on your previous communication is not one that is used by Shopify and would be the reason I have not received any response. I have gone ahead and sent you a secondary email. Please use the reply button in the email itself so that it will come directly back to me and I can continue working with you to get a resolution. 
  

  I look forward to hearing from you
  

  Orson
  

  
  

  Customer response

  03/02/2022

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

   

  Orson,

  I understand Shopify security but I have emailed you several messages and none have been returned to me. Microsoft is notorious for returning an email if the address is incorrect. I am very computer savvy. I forward the message to my store email address and Microsoft is now blocking my ability to respond to your email. My store email address is info@daq2.com. Would you kindly email me at this address so that I can respond. info@daq2.com is the email I have been corresponding with Shopify in the past. If you drop a line at my store email I will be able again to respond. I am able to send a reply to support@shopify.com but get a response that I have to go to Help to generate a ticket. Please advise how we can communicate to resolve my complaint.
  

  Regards,

   

  *******

  ******* 

  Debitah

• Initial Complaint

  13/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for 14 days trial at Shopify on 11/28/2021 for $96.00, which was charged to my ******* ***** credit card. However, I canceled my subscription on 12/11/21, within 14 days. On 12/20/2021, I contacted ******* *** about this matter. ******* *** credited the $96.00 on 12/20/21 and then chargeback on 12/21/2021 because Shopify contacted ******* *** and said I did not cancel my subscription. I have an email of proof that I canceled the subscription. After that, I have emailed and chatted with Shopify from 12/28/2021 - 01/12/2022. No refund yet. Shopify is just giving me the runaround.

  

  Business response

  18/01/2022

  Hi ******, 
  
  My name is ******. I am an Operations Lead with Shopify. 
  
  I am sorry to hear you received an unexpected charge. It's understandable that you're feeling frustrated by this unforeseen expense, especially given the circumstances your mentioned. 
  
  Due to the public nature of the ***, I can't discuss account-specific details like your invoice here. I've sent you an email at the address you provided. Please respond to me there with any questions or concerns you have.
  
  
  Sincerely,

  
  ****** **
  
  Shopify Operations Lead

  Customer response

  19/01/2022

  
  ********** ********
  
  I am rejecting this response because:  I have been told the same old story for a month about chargeback, please see the attachment from my ******* *** account about reapplying the $96.00 back to my account.
  
  Sincerely,
  
  ****** *******

  

  Business response

  25/01/2022

  Hi ******, 

  
  My name is ********, I am a Support Lead here at Shopify. 
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for a refund request. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 

  
  I look forward to hearing from you and moving forward with this request. 

  
  Sincerely, 

  
  ******** | Shopify Support Lead
  

  
  

  Customer response

  26/01/2022

  
  ********** ********
  
  I am rejecting this response because: I have NOT yet received the credit back to my credit card as of today, -1/26/2022.
  
  Sincerely,
  
  ****** *******

  

  Business response

  18/03/2022

  Good afternoon ******,

  
  Thank you for confirming receipt of the Shopify refund to your account via direct email to our Shopify team this afternoon at 3.57pm EST. 

  
  Should you have any additional questions with regards to your account, please contact our support team by responding to my most recent communication with you. 

   

   

  
  Kindest regards,

  
  ***** | Operations Lead | Shopify
  

  
  

  Customer response

  21/03/2022

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