Help filing formal Support complaint with Shopify

Technical Q&A

Topic summary

A merchant is seeking guidance on filing a formal complaint with Shopify after experiencing significant account issues stemming from a support interaction.

Original Issue:

  • Contacted support to enable carrier calculated shipping (CCS) for their legacy $105/month plan (2.6% transaction fee, 10 users)
  • Support rep offered to waive the $20 CCS fee if they switched to an annual plan

Problems That Followed:

  • Account was incorrectly migrated to a different $105/month plan with worse terms (2.7% transaction fee, only 5 users)
  • CCS was added but other plan features were downgraded
  • Support rep never followed up as promised

Critical Incident:

  • Attempting to add a 6th user triggered an automatic plan change the merchant claims they never agreed to
  • This change disabled CCS during their store relaunch, preventing customer orders
  • Shopify support is now blaming the merchant for the plan change

Current Status:

  • 8+ hours spent with support including Technical Merchant Support with no resolution
  • After 5+ years as a customer, seeking escalation paths beyond standard support channels
Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I am having a very frustrating experience with Shopify and need to escalate by filing an official complaint, but I’m unsure of the proper process.

We initially reached out to Shopify Support last week via the Chat with what we believed was a simple request that the “carrier calculated shipping” (CCS) add-on be enabled for our store.

We have for the past few years been on a Legacy Shopify Plan at $105/month which includes 2.6% transaction fee, setup of 10 Users, but didn’t include CCS. The Support rep explained that the CCS add-on in this case is a 20 up-charge. We were happy to pay that and agreed to make the change. The Support rep then (unsolicited) asked us to switch to an Annual Plan where we would save some $ each month, but also in that case he would waive the CCS add-on charge. We were happy to pay, and again, agreed to make the change.

He then basically broke our account. The CCS add-on was added (good), but the Plan was somehow changed to some other “Shopify” Plan also at $105/month but we are now being charge 2.7% per transaction and cannot add more than 5 Users. He said he submitted the issue to another team, insisted he would contact me when it was resolved, but never did. Multiple subsequent chats with no resolution. We then tried to add another User to our site last night (still under 10 users) and Shopify claims that through the action of trying to add a 6th User triggered a change to our Plan that we unknowingly agreed to (note we were not actually able to add the additional user and did not select or agree to any new Plan). This attempt to add an additional and the automatic plan change that occurred also disabled CCS preventing customers from placing orders on the night we relaunched our store across social media.

I have spent 8 hours live on Chats with Support representatives including someone from Shopify’s Technical Merchant Support Team.

They are now blaming us (the customer) for actually making a change to a new pricing Plan which we never agreed to.

We have been a loyal customer for over 5 years, but this situation has been beyond frustrating. Any advice for how to escalate this so that the right people at Shopify listen and help us resolve? Thanks for your recommendations and I’ll keep the group posted if I learn anything valuable for the community!

Jake