3 attempts at using chat. I'm cancelling

Shopify Discussion

Topic summary

A user is canceling their Shopify service after multiple failed support attempts regarding tax configuration errors and unauthorized charges.

Core Issues:

  • Mistakenly entered state sales tax ID in the EIN field, causing incorrect tax calculations
  • First order was canceled due to tax errors; customer redirected to Etsy
  • Bank account was charged ~$3 for the canceled transaction despite no deposit being received
  • Unable to self-correct the EIN error due to system-imposed attempt limits

Support Experience:

  • Three escalated chat support tickets since January 3rd (ticket #53955994)
  • No resolution or follow-up communication since January 8th
  • Support estimated “days” for resolution, but issue remains unresolved as of January 12th
  • User criticizes lack of phone support for a major platform

Resolution Status:
User has set a deadline of January 15th, 2025. If unresolved, they plan to:

  • Contact their bank about unauthorized charges
  • Close their Shopify store
  • Redirect their domain elsewhere

The user, who has 25+ years of e-commerce experience dating back to early eBay, expresses deep disappointment with Shopify’s customer service approach. Another user mentions experiencing similar website issues but provides no details.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I used the free time and $1.00 period to set up my site and get it the way I wanted it prior to going live.
I made a mistake in entering my state sales and use tax id number into the EIN box and after receiving an order on the first day, I ended up cancelling it and having them order with me on Etsy due to the issue and also an incorrect tax code issue even though I entered the correct county and state - I assume it had to do with the EIN status-
Never got a deposit into my account for that order which was cancelled and was not expecting one.
Then I get a withdrawal of close to $3 dollars from my bank account within a week that was somehow a charge for the transaction that never was completed

as 2 chats that were “escalated” ended up solving nothing.
I tried to fix the issue myself but it would not let me saying on the screen that I’d reached my number of attempts allowed, so I started a third chat:

Ticket number 53955994

I now asked if this was going to be an issue that would take days weeks or months and he highlighted days in bold.
It’s now the 11th and for such a large, well known company to not have ANY kind of phone support is sketchy at best. I’m giving it 3 more business days. That will be Wednesday, January 15th 2025 and if it has not been fixed - I’m speaking with my bank about any further charges coming out of my account and deleting my Shopify “shop”
This is nothing but disappointing and sad. You hear “Shopify” and think they’ve got their stuff together.

2

Hi,
This is Richard at PageFly - Shopify Advanced Page Builder app.

It sounds like you’re facing a frustrating situation with Shopify. Here’s a breakdown of the issues and some potential next steps:

1. Incorrect Tax Information:

  • Impact: Entering incorrect tax information can lead to incorrect tax calculations on orders, potentially causing issues with tax authorities and customer dissatisfaction.
  • Resolution: You’ve already identified the issue. You’ll need to correct the tax information in your Shopify admin. Look for the tax settings section (likely under “Settings” or “Taxes”).
    • Correct EIN: Ensure the correct Employer Identification Number (EIN) is entered if applicable. If you don’t have an EIN, you may need to consult with a tax professional or the relevant tax authority for guidance on the correct tax setup for your business.
    • Verify State and Local Taxes: Double-check that the state and local tax settings are correctly configured.

2. Cancelled Order and Withdrawal:

  • Cancelled Order: Since the order was cancelled, you wouldn’t expect a deposit. Cancellations typically don’t result in immediate deposits.
  • Withdrawal: The $3 withdrawal is concerning. It’s possible it’s related to the cancelled order, but it could also be an unrelated charge.
    • Review Bank Statements: Carefully review your bank statements to identify the source of the withdrawal.
    • Contact Your Bank: If you can’t determine the source, contact your bank immediately to investigate the charge and dispute it if necessary.

3. Shopify Support Ticket:

  • Escalation: You’ve already escalated the issue. Given the support representative’s estimate of “days” for resolution, it’s reasonable to wait a few more business days.
  • Alternative Contact Methods: While Shopify primarily relies on email support, explore if they offer any other contact channels, even if limited.

4. Prevention of Future Issues:

  • Double-Check All Settings: Before going live with your store, carefully review all your settings, including tax settings, payment gateways, shipping options, and return policies.
  • Test Orders: Place a few test orders yourself to ensure everything is functioning correctly, including tax calculations and payment processing.
  • Regularly Review Settings: Periodically review your Shopify settings to ensure they are up-to-date and accurate.

Hoping my solution helps you solve your problem.
Best regards,
Richard | PageFly

3

Good morning!

While I appreciate the fact that someone took the time to reply, I can tell you that I have done all I can do from my end and communicated my problem with three different “support” chat “people” who have “escalated” the ticket since the 3rd of January.
It is now the 12th of January and this is not my first rodeo.
I’ve been selling online since 1999 soon after eBay first started - then I started my first website which “wildly” was so much easier

to build and maintain than ANYTHING that has come out in the last 10 years.
If it’s such a well known and “trusted” name as Shopify - and we are paying for the service, the customer service should be there. Period.
I’m done, I’ve heard nothing back since my last “chat” on the 8th.
Contacting my bank tomorrow, pointing my website name back to where I purchased it, parking it and closing this nightmare out.

I realize I sound ungrateful but I’m not, I do appreciate the time YOU took to say something but I know better than this, this way of doing business is shameful and I’ve never experienced such a novice no Effs given approach to customer service with web hosting service before now.
That is saying something …and I’m listening

4

I have the same issues in my website, will you please check that. here is the website URL: https://moxielawgroup.com/