I’m facing an issue that I no longer know how to resolve. I’ve been part of the Shopify Partner Program for years and have several clients in the program.
At the beginning of August, I submitted a POS lead: a small fashion boutique that is switching from WooCommerce to Shopify. A key reason for their decision to move to Shopify was the offer of $200 cashback once a certain revenue threshold was reached, and up to $1,500 for the setup if it was handled by a partner.
I’ve already contacted Live Partner Chat Support three times. As usual, they couldn’t help me and kept telling me I needed to send an email instead. Apparently, there is a bug in the Partner Portal.
I simply don’t receive any response. The promised bonus still hasn’t been paid out, and I haven’t received my commission either. Under these circumstances, it’s really no fun to keep recommending Shopify.
My client is understandably upset, and I have to cover the costs. This support was extremely important to her and directly influenced her buying decision.
Does anyone have an idea how I can get this issue resolved? Could the email addresses be incorrect? I haven’t received an automatic reply from either of them, which I find quite strange.
Hey pal @clariovision !
I truly sympathize with you on this. Reading your post makes me feel frustrated on your behalf.
The biggest headache here is the damage to your reputation with the client. In the service industry, your word and credibility are everything. The fact that you had to pay out of pocket to compensate the client just to save face is incredibly responsible of you, but it is also deeply unfair when the fault lies entirely with the platform.
To be “ghosted” by support on top of that feels terrible; it’s like being abandoned right after you brought them revenue. I really hope you get the response you deserve soon, because operating this way is truly demoralizing.
I feel ya mate. Our partner access has been broken for months now - we’ve got multiple stores listed, but no matter what we click it only ever goes to the same store, so we cannot even get a support PIN for the other stores.
I think the whole system is quite broken, and likely not maintained any more, so I’d not be surprised if Shopify Partnerships are being wrapped up!
As an added bonus to downsizing Support to mere chatbots in an echo chamber, they now have a rule that the department heads must “demonstrate why they cannot get what they want done using AI” before requesting for more employees.
Seventeen days later, nothing has happened again. I’ve received yet another new ticket ID, but no one responds to it. A very kind Shopify staff member did reach out to me here in the forum, but I don’t think they’re able to make any progress either. I’m still waiting for a reply—so far in vain.
I feel ya man, it’s very frustrating that they have promos for partners and without constant nagging they don’t fulfill the payout/commission.
I did 6 POS referrals last year, each handled with assistance so they merchant did get their incentive, so thats good. But it took nagging to get the first 4x$500 commissions, nagged again to get the 5th, and still am not seeing the 6th. On top of that it took 7 months to get the commissions, but again still only on 4 of the 6 stores. I’ve asked a POS rep who I’m in touch with, but hes “checking”. Plus is even worse, they just ghost me. And the leads dashboard is completely broken, and has been for years.
