ComplaintsforShopify Inc.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ive been trying to cancel my account for the past 2 months with no success ive tryied calling and was told by an answering machine to contact the shopify support which i did from my mobile phone via text from there web site i explained my situation to the customer support team but was not able to resolve my issue. i explained to customer service that i was having trouble closing my account and that i have 2 debt cards on file and the i have not used the service not even once and that im being charged twice from different accounts.I dont know if i created 2 accounts or not but they refused to refund me the payment that was taken out on 1-12-2022 earley this morning.i would like any account open to be closed today **** * ******** ******** ****** ***** *** **** ***** **** ****** ** ******* ******* i would like a full refund immediately.** ******* **** ****************** ** **************

  

  Business response

  14/01/2022

  Hi *******,
  
  My name is Scarlett, 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 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, 
  
  Scarlett | Shopify Support Lead
  
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Shopify was asked to refund PRORATED amount due to me personally shutting down due to COVID. I uploaded items but NEVER sold anything or had ANY other transactions on the site due to COVID barriers. I wasn't asking for the refund for the year that the page sat idol...I am asking for prorated amount refunded from the date I contacted the company to prorate and dates after of not using their services even tho I NEVER did any transactions with them. Thanks for your assistance. > On Dec 24 10:00 EDT, ****** ***** wrote: > > Please refund prorated amount for not using full services! Store is shut down and we will no longer be operating ******* ******** due to COVID. > > On Wednesday, December 23, 2020, Shopify Billing wrote: > > > You’ve been charged for your bill. **$558.00 USD** will appear on your credit card statement as **Shopify * ********** > > View bill > > > > Charges > > Subscription $558.00 USD > > > > Subtotal $558.00 USD > > Total $558.00 USD

  

  Business response

  11/01/2022

  Hi ******,

  
  My name is Rob, a Senior Lead at Shopify, and I am happy to assist with your inquiry. 

  
  I am sorry to hear that you had to close your store due to issues related to COVID-19. I would like to look further into your inquiry. At this time, I am unable to find an account associated with your email address. I have sent you a private email through our support system. Please keep an eye out for that email, and we can work together further. 

  
  I look forward to speaking with you.

  
  Robert S. | Shopify Support
  
  

  

  Business response

  11/01/2022

  Hi ******,

  
  My name is Rob, a Senior Lead at Shopify, and I am happy to assist with your inquiry. 

  
  I am sorry to hear that you had to close your store due to issues related to COVID-19. I would like to look further into your inquiry. At this time, I am unable to find an account associated with your email address. I have sent you a private email through our support system. Please keep an eye out for that email, and we can work together further. 

  
  I look forward to speaking with you.

  
  Robert S. | Shopify Support
  
  

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since November 24 2021, my shopify store has been getting shut down by shopify. I have never been given a reason for it. It seems that every two weeks they shut me down again for no reason. I have contacted then in every way I can. My store has now been shut down for more than 24 hrs. They continue to tell me they sent me an email I have proven the email has not gotten to me at all by sharing pictures of all my emails with them. I have asked for another option to get to the bottom of this issue and have been told it's the only way. I have now had three full days with no sales. I have not only lost sales but the loss of potential new customers is something that cannot be figured out. This is my business and I need it to be open in order to live. I am asking that they open my store and get to the bottom of the reason they continue to shut it down for. As well as a loss of sales and wages. I will ask to include today as by the time they reopen my atore it will most likely be the end of the day. So in total 4 days if loss sales and wages as well as a refund for the last two months of my shopify plan.

  

  Business response

  14/01/2022

  Hi ******,
  
  My name is Scarlett, 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 investigating this for you. I can see that you are currently working with our legal team on a manageable resolution. 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 investigation.
  
  Sincerely,
  Scarlett | Shopify Support Lead
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being billed monthly for this service, that I have not been using. When I try to log in to stop the payments I am directed to "settings" however I cannot go to settings in my account because I consistently get an errors message that my account is inactive . I have an Inactive account that I cannot get logged into, cannot get in touch with any Shopify customer service via phone or email . Instead I am directed to community forums where I need to search and search for other shopify community members answers to my questions. I need assistance getting in contact with a Shopify representative to get my issue resolved.

  

  Business response

  06/01/2022

  Hello ****,

  
  My name is Robert, a Senior Support Lead at Shopify. 

  
  Thank you for taking the time to write us, and I am sorry to hear you have been having issues shutting down your account. I have taken a closer look at the store associated with your email address. Due to BBB Complaints being public, and that this issue involves sensitive and private account information, I have sent you a private email through our support system to discuss the situation further. I am happy to help you there, and continue our work together.

  
  Please keep an eye out for that email, and let me know if you have any questions. 

  
  Rob S. | Shopify Support 
  

• Initial Complaint

  06/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I tried a "free trial". Billing was to commence Dec 2. I did not like the interface and attempted to close the store and quit subscription. The website would not let me change my account w/o password verification. I clicked "verify" several times but received no email in my spam, trash or in box. Several hours later, I changed the password, and again attempted to verify and the verification never sent the verification to my email address and I tried again this morning, December 4, to no avail. No functionality on the website allowed me to quit the service. There is no contact info on the website, no live chat and no live help. I have located the corporate office and sent them an email requesting the store be closed and I be refunded the fees charged. I would like a refund of the fees Shopify charged me while preventing me from canceling the service.

  

  Business response

  07/12/2021

  Hi *******,

  
  My name is Bisi, I’m an operations lead here at Shopify. 

  
  I’m sorry to hear you’ve been experiencing some issues trying to cancel your store. I want to assure you that I am here to help and assist you in any way I can. 

  
  Regarding our live channels, our support team are available 24/7 and you can request a call back or live chat here: ********************************************

  
  I was unable to locate your store with the information provided. To continue solving this issue, please email ********************** from the email address you used when creating your store including your “myshopify” url and explicitly state you would like to cancel your store.

  
  Once I receive that information, I will be able to proceed with your request. 

  
  Kind regards,
  Bisi | Shopify Operations Lead.
  
  

  
  

  Customer response

  10/12/2021

  
  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 as long as they follow through.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - I'm worried my small business and interactions with customers are being limited purposely. Unfortunately, I have very little evidence the intent is true but the support provided by Shopify worries me. From prior communication with support, the agents have been great, but I'm not confident this will be fixed. **** ******** * ********** ** **** *** ****** I'm unable to send any emails to customers. After reaching their support; I shared the same error. Unfortunately, the problem was not fixed and there was no follow-up as implied.

  

  Business response

  10/12/2021

  Hi *****,

  
  My name is Rob, a Support Lead at Shopify. 

  
  I appreciate you taking the time to write in, and thank you for sharing the screenshot. I would like to assist with your email issue. Along with this reply, I will send you an email where you can be authenticated, and we can work on store-specific matters. I will also look into your previous interactions, and action on the service feedback you’ve shared. 

  
  Our goal at Shopify is to democratize access to commerce tools, and support businesses of every size to grow and scale. We value your business, and look forward to working together towards resolving your email issue. 

  
  Thank you,
  Rob S. | Shopify Support 
  

  
  

• Initial Complaint

  30/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was using Shopify as my shopping cart software for my website skrew.com for at least two years. I sell music, tv, movie, political, humor and other legal merchandise. I paid my annual fee to Shopify for their services of $397.37 on August 20.2021. September 15,2021, they conveniently shut my website down for 'violating their terms of service'. I was selling '* ***** *** ****' t-shirts, which they say violates their Terms of Service.. There is nothing illegal, violent, slanderous or threatening about this shirt. * ** ********* ********* ** ***** ** ********* ****** **** *** ************** ******* ** *** ** ********** ********* ******  I sent Shopify an email asking for them to prorate the remaining 11 months I have paid for and send me a refund. They have not responded. I just want the remaining 11 months refunded, approximately $364.25. I noticed I was also billed $30.74 five days after they shut down my website. I would like this refunded too. I have lost thousands of dollars in sales since they shut me down, ruining my Black Friday and holiday income. I am now building a new website with ***********, who assured me they will never shut me down for selling these legal shirts.

  

  Business response

  08/12/2021

  Hi * ******
  
  My name is Scarlett, 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 investigating this for you. I can see that you are currently working with our legal team on a manageable resolution. 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 assisting you with this investigation.
  
  Sincerely, 
  
  Scarlett | Shopify Support Lead
  

• Initial Complaint

  29/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have been a Shopify client for a long time. I have been trying to reach out to Shopify to resolve an issue from them but they are very short-staffed that they haven't responded to me ina timely manner nor they have resolved the issue yet. My store Payouts have been kept on Hold by shopify and it gives a notification that the money cannot be deposited to the bank account. I tried to contact shopify support and they asked me to contact my bank. My bank However confirmed that there is no issue so far and they haven't seen any transaction coming in. Its the boxing week season already and for almost a month I have been reaching out to Shopify support. The bank also mentioned that Shopify is successfully able to withdraw funds from my bank account even this week towards its Shopify capital program, so how come they cannot deposit to my bank. Shopify has been sending money to the same bank account for years now so how come there is an issue now which my bank doesn't see. The worst thing is the Shopify support, the technical at Shopify says that they dont have access to payouts as it's the senior team that deals with payments. And the senior team is so busy that it sometimes takes weeks to get a reply and if we email asking for an update we would lose the Q. And Finally, back Friday passed without us doing much sales as we arent getting any payout. We pay for a service from Shopify and this kind of experience is horrible. Usually, the payment team should be accessible easily as its one of the main focuses of e-commerce. Right now we are stuck with almost a month of sales with Shopify and our supplier's arent approving any more credit, Shopify on the other side isn't replying as they go by Que and they are so short-staffed to respond. Now our banks and suppliers are both charging us interests for the payment delay and Shopify response " We cannot tell a timeline for this escalation right now and please don't email us, then you would lose the Q" Horrible!

  

  Business response

  06/12/2021

  Hi ******,

  
  My name is Rob, a Support Lead at Shopify.
  
  I appreciate your time and patience as we work through this case. We do have a backlog of tickets, and are actively employing strategies to address current wait times.
  
  
  I do see that your case is being actively handled with you in Ticket ********. I understand that this process can be difficult for your business. Our Senior Support Specialist in Billing & Payments has taken ownership of this matter. We have also included our Capital team to help update your banking information as quickly as possible.  
  I encourage you to keep working with the team on Ticket ********, and we will continue working towards a complete resolution for you. We appreciate your time and feedback. 

  
  Rob S. | Shopify Support 
  

  
  

• Initial Complaint

  29/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Shopify interfered with our loan contract immediately after it was awarded, causing a default and unrepairable harm to our business, **************** ***. On or about August 10th, 2021 I accepted an offer from Shopify for a loan. It was agreed to be paid back as a percentage of my sales. The money for the loan was deposited into my account on August 13th, 2021. The NEXT day, Shopify froze my earnings. Preventing me from withdrawing any money from sales I made. This included the money I invested in products I sale. I contacted them immediately, explaining I could not operate like that. I did not have the capital to not have access to my funds and that I needed the earnings from each sale. I was told that it was a common thing Shopify does with everyone and it would be fixed soon. I emailed them again and again, begging them to release our funds. This "Freeze" lasted for 2 months, and caused me to go out of business. Before Shopify did this, we were just starting to make a lot of sales. Business was picking up and business was good. That was the moment we worked very hard for. * **** ******* ************ *** ************* ********** **** *** **** ********* ******* ** ** ******* ** ** ***** *** *** ** ** **** ***** ***** ********* ********* There was no real explanation provided, *** ***** ** ******** *** *** ***** * *** *** **** ****** * **** ***** ** ** ***** ** *** ** ***** * ********  This action also caused unrepairable harm to our business, since it was our main platform we sold on. We used it for local online sales, as well as in person sales. It even was the way we managed our inventory. We relied heavily on the service. Solution: 1 - For Shopify to stop emailing us threats of legal action. SHOPIFY CAUSED THIS. 2 - For Shopify to forgive the debt that was caused by Shopify's actions, as a good will gesture for the harm they did to our business. 3 - For Shopify's responses to this complaint be directed here, in the publics eye.

  

  Business response

  05/12/2021

  Hi ******,
  
  My name is Gill, 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 investigating this for you. I can see that you are currently working with our Capital specialist Robert on a manageable resolution. 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 investigation.
  
  Kind regards,
  Gill | Shopify Support Lead
  

  Customer response

  06/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
   
  
  1, this is supposed to be responded to on Better Business Bureau. ***** *** *** ******** ** ****** ******* **** *** *** ************ *** **** **** ********** *** ** *** ******** *** ** ****** ***** *****
  
  2, only half of the information you provided was legitimate and accurate. Several months before the freeze I had sold ammunition and upon learning that I can't I immediately changed it and it was immediately unfrozen. This two months freeze had absolutely nothing to do with selling ammunition. *********** *** ******** ******* *****
  
  3, * ***** **** *** ****** *** **** ** ******* *** ** *** *** ** ** ******* ** ********* **** * ******** ******* * ****** ** *** ***** ******** ***** You cannot issue a loan, then interfere with the terms of the contract causing the person to default. That is called an unlawful loan. Unlawful loans do not have to be paid back. Yes, if you issue a loan that says that the loan needs to be repaid back as a percentage of sales but then the very next day interfere with the person store basically shutting them down not allowing them to make sales and conduct business, then that is a direct interference and an intentional interference causing the default.
  
  ** ***** **** **** *** **** ***** ***** *** **** ***** ******* ** **** ** * ******* ** ***** * **** ** ****** **** **** ****** ***** **** ******** ** *** ***** *** * ********** ******** *** * ** ****** ** ****** ******** ******** ***** ** **** ***** *** ******
  
   
  
  5, The generic response claimed it was a freeze due to me selling ammo 2 months prior to the freeze. That was 2 separate incidents. Shopify knew what they were doing...an intentional act by Shopify to cause a burden on my business and a default in the terms. I messaged over and over about the random freeze and they had no explanation, other than claiming it was something they do to everyone. No one at shopify cared to help me.
  
  ************ ***** ** ********** ** **** ***** **** ** * **** ****** **** * ******** ******* ***** *** ********* *** ************ ***** *** ********** ** ** ********* ******* ** *** ***** ***
  
  Sincerely,
  
  ****** ******
  

  

  Business response

  05/01/2022

  Hi ******,
  
  My name is Zeljka, I'm a Support Lead here with Shopify. 
  
  My teammate Gill has communicated the next steps directly to you on the ticket ********. I realize that you wish to have the details of the issue shared here, however, this is a public forum and we are unable to discuss any particulars on BBB security reasons.
  
  Please feel free to reach out on the email thread should you have any additional queries.
  
   
  
  Kind regards,
  
  Zeljka | Support Lead
  
   
  

  Customer response

  12/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  It doesn't resolve the problem, and they have refused to resolve the problem privately through email. Which is why they wish to have the business conducted privately through email, so they don't have to openly admit that even though they made the mistake of doing something ********** ********** they do not care and they do not wish to fix their mistake. I have exhausted myself responding to their emails just having them copy and paste the same stuff over and over not actually caring 2 conversate about it. I will not respond to them privately through emails anymore.
  Sincerely,
  
  ****** ******

  

  Business response

  14/01/2022

  Hi ******,
  
  Zeljka here from Shopify. For the purpose of  security and privacy of our merchants, we can not share the details of your personal case on a public platform.
  
  Should you change your mind, and decide to reach out on the matter again, please do so on the email thread.
  
   
  
  Kind regards,
  
  Zeljka | Support Lead
  
  

• Initial Complaint

  26/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We cancelled Shopify back in July and they continue to charge my credit card. They do not allow any way to contact their support without logging into an account. We have no way to log into an account since our email is no longer active. The account is ****** ****** ***** and the email address is *************************** . **** ******* **** *** **** * ***** ****** *** ***** *** ******** ********

  

  Business response

  29/11/2021

  Hi ****,

  
  My name is Bisi, I’m a support lead here at Shopify. 

  
  Sorry to hear that you haven’t been able to contact our support team so far. At the moment, we work on a callback request system which can be arranged on our website. You can also chat or email our support team here: **********************************************. Please note you have the option to continue without logging in when contacting support. However, our advisors will still need to authenticate that you’re the account owner before discussing account specific details.

  
  Due to the public nature of the BBB I am unable to discuss your billing details for the protection of your store and data. However, I have sent you an email and will continue to support you there.

  
  Best wishes,
  Bisi | 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. ↩