Shopify’s Price Update Error Caused Major Sales Losses—No Compensation Offered

[fzb]

Hi all,

We recently faced a major issue with Shopify that’s important for other merchants to know. On September 30, Shopify made an unannounced update to comply with the European Price Indication Directive. However, this update accidentally crashed all pages on our European sites where “compare-at prices” were applied. The crash lasted until October 1, costing us all potential sales during this period.

As a Shopify Plus member, we expected more accountability for such severe disruptions. Unfortunately, despite acknowledging the error, Shopify declined any form of compensation, citing their Terms of Service.

This experience highlights a serious gap in Shopify’s responsibility toward merchants, especially given the impact on our business. Has anyone else faced similar issues? Would appreciate hearing how others have handled this.