I had a concern that I brought up with the Shopify Help Center to which they informed me that a specialist team would handle it as it had to do with sensitive information. They shared that the specialist team would reach out to me when they’ve investigated what happened. The timeline was pretty vague and I was feeling unsure of what the process was going to look like so I reached out again to Shopify Help Center. The people from Shopify Help Center were so understanding and were really helpful and kind in navigating with me my concerns as my concerns were time sensitive. They told me I had to just wait until the specialist team reached out to me. There were also a couple hiccups in them confirming some things they said they would do on their end and it didn’t happen so I had to reach out again to have them do it with me on the chat with them so that I could confirm that it did work.
The following week the specialist team (Shopify Account Security) reached out asking for my information to verify it was me. I sent them the documents they asked for. 2 days later they emailed me saying they took off the requirements for me to change my information on my site. When I did, the same issue came up of why I reached out to support in the first place. I emailed back and stated it didn’t work and I was confused as to why the numbers kept changing. There was no response to my message, so after a couple of days I followed up. They then responded to my email. I responded the next day with more questions as this process continued to be confusing to navigate. After a couple of days, I followed up again as there was no response to my questions.
A few days later, they emailed me following up with me about what I wanted to do next. I emailed back mentioning my questions weren’t answered so I’m not able to make an informed decision.
They then proceeded to quote my last email (which was not the email with my questions but instead the first email where I mentioned it didn’t work). They also started quoting what I was saying in my emails and responded with hostility (which felt unprofessional and also unhelpful). I then shared the questions of my last email to them. They didn’t answer any of the questions I had and told me they can’t make decisions for me.
This energy and hostility continued on for our back and forth of my questions not being answered (and if they did, they only answered one question out of the 2 or 3 questions I did have). They also were condescending in the ways they were responding to me.
At this point, I just confirmed that they can release my payouts as I did not feel supported or respected throughout this process and I still had/have so many questions that I’m confused about. The person supporting me from the Shopify Account Security team just redirected me to Shopify Help Center for my questions.
I also asked for their name as I wanted to know who was supporting me throughout this process, to which they never shared with me (I waited a week and half for a response).
This was truly such a stressful experience where I’m still left in confusion of what’s happening on the backend of my Shopify website.
Wow! That’s heavy and very disappointing to read. Up until now, all I’ve generally heard is that the support team are quite good and very accommodating. Not that this helps, but maybe this one person (if it is one person) is having a hard time too and can’t disconnect their hard time from the way they are interacting with customers.
Maybe searching for a complaints department might help.
Hello @NueMade I’m so sorry that you have experienced that,
As a partner, my advice would be to obtain a clear written case summary and audit trail so you can see what changed and when. Get the case ID and request escalation to the Account Security leadership for a unified answer covering all questions in one thread. At the same time, verify the Shopify admin staff logs and the history of payout settings to see what exactly was changed. If the replies are increasingly fragmented, keep all in one email thread and restate the questions in a numbered list so nothing is overlooked.