How to raise a formal complaint with shopify?

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I have been a loyal customer with Shopify since 2019. I have billing issues where I have been overcharged for over a year and I hadn't realised.


I contacted Shopify customer 'support' which has been dreadful. 


I would like to raise a formal complaint with Shopify but their customer service representatives are not cooperating in providing a way to complain.


As a paying loyal customer of over 6 years who has never missed a payment and has instead been overcharged, it is shameful the treatment I have received. 


Please could someone advise on how to complain further up to management at Shopify or their formal complaints procedure? 

Replies 2 (2)

Shopify Staff
2968 460 609

Hi @brand1234 


I definitely want to make sure you are getting the support you need. Are you able to share your ticket number related to your support interactions here? While our community team doesn't have direct access to merchant accounts or ticket details, we do have the ability to flag tickets for a review and ensure they are being handled appropriately. 


Please let me know! 

Shay | Social Care @ Shopify 
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I have just requested from support how do I make a formal complaint and report a fraud that I now can see was actually a fraud - and not a mistake.


I have used Shopify for maybe 15 years?  I have loved it.  I have used it so long I was on a legacy account - I received an internal message telling me if I upgraded my account I would make savings on my commissions per sale.


I immediately upgraded feeling that the additional costs would pay themselves back over time.  I also paid all in one go to boost the savings made.


When I checked the commission rate it was exactly the same as the one I am on and have been for years.


I contacted them immediately and they have been evading replying - deliberately asking me dumb questions like " can you provide a screen shot" when I told them where the message appeared and why of course it wont appear now - as I have upgraded - and why on Earth would I screen shot something I dont believe I need to in the moment????


They know damned well what I was being charged before - what I am being charged now - and that I have literally NO benefit to the upgrade in any form - I am thousands out of pocket and I need to report this as a 100% fraud. 


I hate it when large companies totally screw over small busineses - because they just "can".


After years and years of recommending my customers to use shopify I will certainly be highlighting this fraud online and making sure I find a new company - I doubt I will ever be able to find the time or the money to raise a criminal case but its literally daylight robbery what has occured to me.


I really believed it was a mistake - because obviously thats what it is - but for weeks now they have deliberately avoided replying apart from - It would help us if you went to the chat..  which I have done maybe 4 times now?