I have a shopify store doing over $250k in sales a year and have 5 total shopify stores. One of my new stores had a major issue on October 28th, shop pay was removed due to a store wide billing issue and I cannot bill any orders so I am out of business. I have been contacting shopify customer service for over 20 days and there is no resolution. I keep getting the run around that CS cannot do anything and the billing department will contact me by email. I have contacted CS via chat well over 10 times with no help, time or date my issue can be resolved. This is crazy because I am out of business. I also have $1500 on hold with shopify and they wont let me have this money so I can pay for the product I shipped to my customer. I also shipped another $1500 order to my customer and I cannot bill them for this new order. This is the worst customer service I have ever experienced in my life. Shopify use to have great customer service and you could actually talk to them on the phone. All my issues would get taken care of in the past and now waiting over 20 days is ridiculous. Its crazy to me they have no problem charging me for 5 shopify stores monthly and they are making all the payment fees of $250k but could care less to help fix my billing and payout issues. I am about to file a complaint with the better business bureau because I see no other options here. I am seriously considering talking my business elsewhere to another platform. There is no way to contact anyone in management either on CS on chat that cannot fix anything. I am currently emailing the legal department then filing a complaint with the BBB.
Worst customer service ever! 20 days no resolution my billing and payouts turned off on October 28th
I am having the same issue. I have not had a resolution for 20 days over 35K held in my payout account. Payroll check bouncing, they dont seem to care about their customers. I have had the same responses that they are working on every day since it started on the 25th.
This is crazy Shopify doesn’t care and is putting their good customers out of business. There is only one way to contact anyone at Shopiy the chat box where they cannot fix any billing issues. They just claim someone will contact you from billing via email but nobody emails you over 30 days still waiting. They need to get customer service agents in the billing department that you can actually talk to on the phone or at least via email. I am still fighting to get my payout and my billing is still down so no Black Friday sale on this website. Thank god my other website is having no issues otherwise I wouldn’t be able to pay my bills. Major fail on shopify making me consider changing platforms due to their horrible customer service and not giving us our money that we billed with no payouts.
Hi @billetbmx
I understand how incredibly frustrating and stressful this situation must be for you, especially since your business is on hold due to these issues. Let me break this down and suggest some steps to help you resolve this as quickly as possible:
1. Escalate Your Case- If the regular customer support team has not provided a resolution, ask explicitly for your case to be escalated to a supervisor or a senior account manager. Use clear, professional, and firm language to stress the urgency and financial impact on your business.
2. Email Shopify’s Support Leadership- Reach out to Shopify’s support leadership or escalations team by emailing escalation@shopify.com (if available). Provide a detailed summary of your issue, including:
- Your store name(s) and relevant order IDs.
- A timeline of your interactions with Shopify Support (include chat transcripts or email threads if possible).
- The specific financial and operational impact on your business.
- A firm but professional request for immediate resolution and compensation for losses incurred.
3. Engage Shopify’s Legal and BBB Process- If no response is received, consider sending a formal notice to Shopify’s legal department as per their terms of service. Include all your documented evidence.
- Filing a complaint with the Better Business Bureau (BBB) can sometimes prompt quicker action from companies. Be sure to detail the issue clearly and attach all evidence, such as emails or receipts.
4. Publicly Address the Issue (Optional but Effective)- Sometimes raising your concern on Shopify’s official community forums or social media (Twitter, LinkedIn, etc.) can get faster attention. Tag Shopify’s official handles and remain professional, clearly stating your concerns.
5. Prepare a Backup Plan- It’s concerning that a platform you rely on for $250k in annual sales is causing such disruption. While you work on resolving this issue, start exploring alternative platforms (like BigCommerce or WooCommerce). Being proactive ensures you have a contingency if Shopify fails to resolve your issues.
Key Pointers When Contacting Shopify Again:
- Stay polite but firm in all communications.
- Emphasize the financial and reputational damage this delay has caused.
- Clearly request reimbursement for the $1,500 on hold and seek a resolution timeline.
Here’s a quick example of how you can structure your escalation email:
Subject: Urgent: Billing and Payout Issue – Case Escalation Required
Dear Shopify Escalation Team,
I am writing regarding a critical issue with my store [Store Name], which has been unresolved for over 20 days. This has resulted in a complete halt to my business operations, with Shop Pay disabled and $1,500 on hold.
Despite over 10 attempts to resolve this via chat support, I have not received a resolution or even a timeline for addressing the issue. The impact on my business is severe, and I am unable to bill or process customer orders, totaling over $3,000, leading to potential reputational damage and loss of customer trust.
Given the urgency of this matter, I am requesting an immediate escalation to a senior account manager or supervisor. If no resolution is provided within 48 hours, I will proceed with filing a formal complaint with the Better Business Bureau and pursuing further action as needed.
Please review this matter urgently and provide an update on the resolution timeline. I have attached supporting documentation for your reference.
Thank you,
[Your Name]
[Your Contact Information]
If you need more help drafting emails or addressing specific steps, feel free to reach out. I’ll do my best to guide you.
Best regards,
Daisy
Any updates on this? Going through a similar situation.
It took 25 days for me to get our issue resolved. The more I emailed them it seemed the worse it got in the line longer. The time was they are horrible when it comes to this issue for sure.
I don’t understand how they can justify making you wait 25 days. That’s enough to make someone go out of business. What is your plan going forward? Alternative payment method? Move to a different platform?
Shopify finally resolved this but it took well over 60 days and I missed my black Friday sale because I couldn’t bill anything. Meanwhile I had to pay $40 a month plus all the fees for all the apps for two months and lost a ton of sales. Crazy part is I was not notified that the issue was fixed and no one reached out from shopify on my issue ever. I logged into my website after seeing the $1500 in funds released into my bank account as a deposit and everything was finally fixed where I could bill orders again. Shopify definitely has a major customer service issue here with no urgency to fix major issues like this that will put you out of business. Probably all due to not enough staff on their end. I remember years ago you could actually talk to someone on the phone at shopify and they would resolve issues in 24 hours. Since they have gone to the chat box contact only their customer service is horrible. Hopefully they get more staff and improve their customer service. I love their platform but this was a horrible experience I don’t wish on any business owner.