Filing a formal complaint against Shopify

[Leah_Madden]

I am wanting to file a formal complaint against Shopify but not sure which is the best corporate body to do so with? 

Our Shopify payments have been put on hold for weeks with no correspondence and no reply to service tickets lodged.

Our account says an email was sent with instructions on how to respond, but we have never received any email, customer support plead ignorance and I have been told to 'just wait' which isn't acceptable when tens of thousands of dollars is being held without cause. I have not been given any opportunity to address whatever issue they have with our account.

It appears that Shopify make a lot of money by fraudulently holding funds and this should be investigated.

[Erin]

Hi, @Leah_Madden. Thank you for reaching out here. I can understand how this can impact your business and I'd be happy to see what I can do to help you out! 

Shopify Payments account holds can happen for a number of reasons, including standard reviews. You can learn more about account holds here. In most cases you just need to wait for the review to be completed, but in some cases you will be asked to submit information for our team to review. It sounds like in your case the team has asked you to submit information, but you haven't received the email that would allow you to do this. For more help I'd typically recommend you contact our support team through the Help Center here so we can update you. However, it sounds like you've done this as well so I'd like to have our internal team take a look at this to ensure we're going through the best steps to help. Are you able to share your ticket number here and let us know how long it's been since you've heard back from our support team? We won't be able to share details about your ticket here, but this would allow us to flag the ticket internally and have someone review it.

[Leah_Madden]

Hello, my question was actually about which body is the correct body to file a formal complaint with as I will do so regardless of progress from here. I understand reviews may happen but to hold fund this long with no response and no progress is not acceptable. If Shopify requires documentation or answers that should have been asked for in the first instance not after I have spent weeks lodging tickets and asking for answers.

The ticket number is 47852298

We have several chargeback in progress simply because customers do not read our shipping ts&cs. We clearly detail that during sale times shipping may be delayed beyond our normal 7-10 days, and although we are in a clearance sale (all items online are on sale) customers are expecting express shipping.

Presumably this is the type of question Shopify has for us but instead of asking you have chosen to hold funds damaging our business and causing us real financial losses.

[Olivia]

Thanks for that context, @Leah_Madden.

I trust a member of our team has been able to follow up with you by now, but do reach back out if you have further questions.

Warm regards,

[thaxpy]

Hello @Erin @Olivia , I'm in an identical situation as the op and need this issue resolved immediately please. Ticket# 48632466, I also have many other tickets open. Appreciate the help, thanks

[Victoria]

Hi there, @thaxpy.

Thank you for joining the thread and sharing your experience.

We can definitely understand your concern and the urgency to have this resolved. I would like to set expectations that we do not have access to accounts, ticket ID's or personal information. This is put in place for privacy and security reasons. However, I can pass this feedback along to our Internal Team for review.

In the meantime, I recommend replying directly to your support ticket you have shared here, to ensure it reaches the appropriate team. 

[thaxpy]

Yes please pass it on, thanks. Payments have been on hold for two weeks without any word or indication of what the issue is. 

[Victoria]

Thanks for your reply.

I have gone ahead and notified our Internal Team to review your ticket and investigate further. You can reply directly to your support ticket as well. 

[way_out_west]

I would like to file a formal complaint with Shopify as well. We have spoken with support multiple times and have been given no more than unhelpful responses. Shopify has continued, as of late, to not payout my companies revenue in a timely manner. We have our payouts slated for every day and have continued to see that Shopify splits the money out from separate days and takes sometimes over a week to transfer transactions. This is thousands of dollars in cash flow that is being held without reasoning. For a business owner it definitely is at a scale that could make a company go under. 

We have worked with many different POS systems and this by far is the worst abuse of customers I have seen in regards to delivering finances in a timely manner. If someone can't help me with this and get us our money in a structured and efficient manner, we will be going to another platform as soon as possible. 

To note, Shopify did not operate this poorly until they expanded in the past two years. I am beginning to think that Shopify is cushioning their own cash flow with money that is not theirs. 

Please respond with haste.

Sincerely,

Tucker Richmond