How can I report a fraudulent theme creator on my online store?

Shopify Discussion
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1

Hi

I hired a Shopify Expert to revamp my store with a new theme. Just an overall new look.

The theme creator reached out to me stating the theme I’m using is unlicensed. Basically, the expert used their theme. They are asking/telling me to purchase it or delete it. I have to know either pay $320 for the them or delete it and start over. After I’ve already paid what I thought to be a Shopify trusted Expert.

How do I report this expert?

2

Hi, @fefecosmetics .

I’m sorry to hear that you’re going through this situation—I can understand how unexpected it must have been to receive the notice for the unlicensed theme.

For context, Shopify Partners and Experts are expected to follow certain practices when building a client’s store with a third-party theme:

If code work on the third-party theme is needed:

  1. The Partner should add their credit card to the store’s billing information.
  2. The Partner will invoice the client for the cost of the theme, which is typically done outside of the Shopify platform.
  3. When the development store transfer is initiated, the Partner’s credit card information will be removed automatically.

If code work is not needed, however:

  1. The Partner can then install the theme as a trial and customize as needed.
  2. When the store is transferred, the merchant can then pay for and publish the theme.

You can read more about this on our help guide here.

Themes are meant to be for single-use only, so a Partner or Expert can’t purchase a theme on one of their client’s stores and to then install that theme on another store. We’ve outlined this in our Terms of Service on Section 9.4 here, and it’s important that Partners and Experts follow specific steps to provide a paid theme for a store that they’re working on.

If you suspect that a Partner or Expert working on your store has been distributing themes without a license, your next step here is to contact our live support team so that we can further investigate the situation from our end.

To get in touch with our team, you’ll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Additionally, feel free to also submit a complaint for a Partner or Expert using this form.