How to escalate a complaint with Shopify?

[Nick82]

Shopify - it isn't at all obvious - how do I get someone to actually look at my complaint who is senior and doesn't just fob it off?  All the links refer to complaining about a merchant or suchlike - not the utterly appalling service that you are providing.  Despite asking four times there is no complaints procedure, or for things to get escalated.

So can you please post your own complaints procedure for when things go wrong, and how we escalate serious complaints?

[e_a_c]

I'm also interested in learning about the experiences of other Shopify customers and recourse actions. We're fedup with "escalated" tickets going nowhere, and still in shock that Shopify doesn't support phone calls for such tickets, especially when. the tickets are almost a year old.  We've had a support thread going with Shopify Reps for about a year, covering many different and many repeat and related issues, dealing with approximately twenty separate support advisors. Most issues started around the 2023 December holidays with missing packages, odd payout, and funds release timeline issues concerning DHL Markets Pro handled orders. We've continued to deal with problems with some orders since December and one since August 2023(almost 11 months ago) regarding DHL eCommerce Markets Pro claims. We've informed Shopify that we will consider all matters closed at the end of this week, as we want to give them one more shot at resolving our problems since they so awkwardly appear to forget or not fully understand the issues when they announce "final resolution" details, despite us sharing the details many times in the same support thread over many months. We suspect Shopify is ignoring the pertinent information and simply hope we will disappear. It's not a good feeling to know that a service provider we've worked with for over five years and paid top dollar for isn't willing to resolve issues caused by the service provider themselves(Shopify/Globalee) respectfully or their partner organizations(DHL eCommerce, DHL Worldwide). I'm researching to understand the most effective ways to share our grievances with the public and consumer affairs agencies and various review sites, as I said I would in the support thread with Shopify. Besides threads here, Yelp, Reddit, Better Business Bureau, Federal Trade Commission, https://dos.ny.gov/file-consumer-complaint, Consumer Financial Protection Bureau, Ripoff Report, Planet Feedback, Pissed Consumer, Resolver, Quora, and Social Media, I'm interested to know of any other paths other Shopify customers have taken to share their grievances or to attempt to rectify issues that Shopify Support Representatives settle on, shy of meaningful and fair resolutions to their customers. Starting next week, I will begin sharing details publicly. Thanks for any help. - EC

[Adry99]

Totally agree - we have products flagged by Markets for things that have nothing to do with the actual product, and it's impossible to escalate. I've been on the Shopify chat with useless agents who have no clue and say they are going to "escalate" after 30 minutes of debate because they say this is a Google issue which it's not given the violation even says it's from Markets. So frustrating. I have a silicone candle mold that is flagged because you can't ship something flammable. Somehow these things need to get smarter - either the people or the tech but right now it's a fail and it impacts business.

[immnul]

Hi E_a_c, did you end up taking action anywhere or further discussing this on another platform? I’m 3 weeks into shopify payouts no longer working—aka, no access to any sales, which is quickly tanking my cash flow and putting me out of business. Shopify Advisors of course are “really concerned” and have “escalated” the ticket, but cannot promise me any kind of timely resolution. And of course nobody who can actually do anything about this has reached out. They’re just blowing smoke and I’m of course absolutely powerless to do anything. I’d love to hear where you took this thread, if anywhere. 

[Adry99]

No unfortunately I did not find any help anywhere so just had to wait for a week and a half before they finally realize that there’s nothing wrong with our product and allowed it to be published. Meanwhile, the sale was over so we lost all international sales opportunities and our influencer was kind of pissed because she’s Canadian and, the product wasn’t even showing on the website for Canada. It showed 404 error.

[Erin]

Hi, there! It sounds like there are a few different issues being mentioned here and our escalation process would depend on the specific issue that needs to be escalated so it's difficult to comment on this as a whole without more detail. That being said, typically to contact our support team about any issue you will need to reach out through our Help Center here. When you visit this page, you need to type your question or problem to the Help Center assistant using the chat box on the page. From there, it will direct you to the team or resources you need for further help. If it's determined that your issue requires an escalation, your ticket will then be escalated to the right team by the Support Advisor helping you and you will continue to work with that escalated team. If you are reaching out to issue a complaint about Shopify in general, that complaint will be logged and handled appropriately. In some cases, the issue you're facing is handled directly by the escalated team and you will hear from them over email first. In those cases, you would want to continue speaking with that team in that thread if you have any questions or concerns. This is the only way to get help from our support team about account-specific issues.

@Nick82 and @e_a_c, while we won't be able to assist with your tickets here over the Shopify Community, if you share your ticket numbers here we can add a note that you've reached out here for an update.

[e_a_c]

Ticket Number: 48397840

However, Shopify has told us they are through dealing with our questions and are sorry that we're so dissatisfied with the lack of resolution for the multiple issues. We'll follow up by sharing elsewhere in third-party forums dealing with consumer affairs and the like. Thanks