I have been a Shopify customer for over 10 years and if I had a dime for every time this worthless company told me that they will send my issue to the “Development Team”, I’d retire. This happens EVERY SINGLE TIME I contact Shopify support about an issue, most of the time that they created.
I am trying to change the language at checkout where it says “Taxes (estimated)”. I don’t charge tax anywhere but Florida and this NEW line at checkout is causing confusion to my customers outside Florida. So, I go to the language page under my theme and search for “Tax”. It pulls up all the lines that mention tax and I change the 3 spots that say “Taxes (estimated)” to “Estimated Taxes-FLA Only”. It saves my changes and confirms the changes have been made.
The problem is that nothing changes on checkout. It still says “Taxes (estimated)”. I was on chat for over an hour with “support”. The first rep disconnected the chat when she couldn’t figure it out. Yea, she just hung up on me. The 2nd guy tried to help me, but then came back and said that line cannot be edited, even though it allowed me to edit it. And then he said the magic words that essentially means he can’t help me anymore. And they are:
“I will send this to our development team”
I am so sick of Shopify making stupid changes to their stores that either they can’t fix or that requires us to buy an app to fix it ourselves. THERE IS NO DEVELOPMENT TEAM! That’s where your trouble ticket goes to die!
Thank you for sharing that information here in our community forums so that other merchants can be aware of your experiences too. I want you to know that I really do appreciate your feedback and I want to apologize on behalf of our support team if you are feeling like your concerns, feedback, or any issues you are experiencing have not been taken seriously or treated with the level of importance that you require.
Shopify as a platform is growing a lot and we are constantly updating to make it the most efficient and best e-commerce platform out there. As we implement changes there are things that may get implemented that don’t work for a section of our merchants right out the gate. We know that can be the case. Our support advisors that our merchants connect with have the ability to collect and submit feedback directly from our merchants to our platform developers to consider for future updates.
When our support team shares they are going to be sending your ticket or your feedback to our developers, what that means is that we are adding your feedback, along with all other merchant feedback, to be collected and reviewed to see what changes we can implement that are going to be a benefit to the platform and our merchants.
I can’t guarantee that those changes are going to be made based on the feedback provided to our development team, but the feedback itself is incredibly important for a lot of reasons. You can take a look at the changes and improvements being made to the platform on our Changelog here: https://changelog.shopify.com
I know this doesn’t solve the current issues about editing your checkout language, but I hope that this information help you recognize how much we value your input as a merchant on our platform.