Shopify Support - Where Has It Gone?

Shopify Discussion

Topic summary

A long-time Shopify merchant (10+ years, operating two stores) reports severe deterioration in support quality while attempting to launch a third store.

Timeline & Issue:

  • Support ticket raised on July 18, 2025 (11 days ago) for a relatively simple issue
  • Promised escalation to specialist team for “speedy resolution”
  • Merchant provided all required verification documents and business details

Current Status:

  • Complete silence from the specialist team despite multiple follow-up attempts
  • AI chatbots create barriers to reaching human support agents
  • When contact is made, only generic template responses are received claiming the team is “actively working on this”
  • No actual progress or communication in 11 days

Merchant Response:

  • Clarified this is not a compliance-related issue
  • Has escalated/followed up three separate times with zero response
  • Feels business is being “held to ransom” by lack of communication
  • Actively exploring alternative e-commerce platforms

Status: Unresolved and ongoing, with the merchant expressing extreme frustration at what they view as unacceptable response times and stonewalling from a platform they’ve loyally used for a decade.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

OK, I confess - I’ve been with Shopify for over 10 years now. I have two Ecommerce sites with them and have been trying to set up a third - and that is where the bad news starts.

10 years ago their support was pretty good and matters generally got resolved speedily and efficiently - that has gradually gone down hill year on year until now, if you’re lucky, when you might get a ticket raised.

On 18th July 2025, I raised a relatively simple issue with Shopify front line support; that was 11 days ago. At that time I was assured it would be escalated to the ‘next level’ for a speedy resolution.

I also completed my obligation to move things forward speedily by providing various documents and I/D’s to verify various business details.

Since then I have since reached out to Shopify numerous times to find out what the delay is, as known to me this has not moved forward at all.

The wall of silence from the ‘so-called specialist team’ that is allegedly “actively working on this” is deafening.

Over the last 11 days I have repeatedly tried to chase this issue up. After finally managing to get past the AI chat bots to a real human being, I am met with same old tired template platitudes that they’ll pass on my concerns, carefully monitor the situation for me, but rest-assured a so-called ‘specialist team’ is allegedly “actively working on this”!

I feel as if my business is being held to ransom by this complete lack of communication. The frustration produced by this apparent stonewalling from Shopify, from a paying customer perspective, is now off the scale.

Is the 11 days since this issue was escalated to Shopify not now well beyond an acceptable/reasonable target time for resolution?

3

1 - It’s not a compliance issue.
2 - But nonetheless, believe it or not, I’ve actually done that three (yes 3) times in the last 11 days.
3 - Still zero response.
4 - Actively looking for alternative platforms