Shopify Support

Thanks for reaching out - we’ll look into this for you. Please share your store link in the thread along with a support ticket number if you have one open. We take action based on a range of signals to protect the trust of merchants and their buyers. For more on how we make these decisions and steps you can take: bit.ly/4dvxb9s

@ShopifySupport @ShopifySupport My Shopify Payments has been on hold for 2 years. Contacted support many times but never resolved. Forced to sell on Instagram instead. Please escalate urgently. Store: goodpenlife.com 🙏

We’re aware of an issue impacting admins, checkouts, and storefronts. We are investigating and are working to resolve it. You can find the most up-to-date information about the issue on our status page at shopifystatus.com.

While Shopify does not directly manage the day to day activities, orders, or fulfillment for stores that use our platform, we're always working to ensure that stores on our platform conform to our Acceptable Use Policies (AUP). If you believe a store on our platform is acting against our AUP, you can report an issue with a merchant using the appropriate form here - bit.ly/3Yp98Bn.

@Shopify @ShopifySupport you have cheated me by sending fake product on behalf of prime basics please refund my money @consumerCOMPLNS

@kalenjordan @ShopifyDevs This is a great question for Shopify’s Product experts. Please post it on our .dev Community Forum where they can provide faster support: bit.ly/3As4Hhf.

Running into issues with visual search in the catalog API - anyone else seeing that? @ShopifyDevs

Let me guide you to our Support team. Please follow the steps below: 1. Visit our Help Center. 2. On the right-hand panel in the typing field at the bottom, type your inquiry. 3. If you have a store, click "Select a store to get personalized answers" and log in to your account. If you don't have a store or wish to continue with our general support, skip this step. 4. Type your inquiry in the text box at the bottom. 5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support". 6. If you've already logged into your account at Step 3, you'll be connected to our Support team directly. Please follow the prompt to prepare a screenshot or relevant information while you wait in the queue. One of the Support Advisors will be with you soon. If you didn't log into your account at Step 3, please follow the prompt and click "Select a store" to log into your account of the account in question. If you can't access your account, click "I can't access my account". Follow the prompts to receive Account Support. If you don't have a store, click "I don't have a store". You will need to create a store to receive live support. If you want to report a merchant, please go to bit.ly/4fqxOlb and file a claim.

@Shopify How do I contact someone about a data integrity issue?

Shopify does not directly manage the day to day activities, orders, or fulfillment of stores that use our platform. If you have an issue with an order, we would encourage you to reach out to the merchant directly! However, if you're still having an issue after reaching out or the merchant is not responding, you can also report an issue with an order using the form here - bit.ly/3Yp98Bn.

@shop absolute terrible customer service, there is a scam seller utilizing your marketplace and you could care less

Thanks for reaching out - we’ll look into this for you. Please share your store link in the thread along with a support ticket number if you have one open. We take action based on a range of signals to protect the trust of merchants and their buyers. For more on how we make these decisions and steps you can take: bit.ly/4dvxb9s

Hi @Shopify, why did you put a 10% reserve on my 6-figure store? Email says 3.49% chargeback rate, but dashboard shows: 0% last 30d 0.42% last 60d 2.09% last 90d Support says it’s automatic and can’t help. Can Shopify Payments/Risk review this? @ShopifySupport @harleyf

Thanks for reaching out - we’ll look into this for you. Please share your store link in the thread along with a support ticket number if you have one open. We take action based on a range of signals to protect the trust of merchants and their buyers. For more on how we make these decisions and steps you can take: bit.ly/4dvxb9s

@Ngujjk83981 @ShopifySupport I can’t rececive payouts, but customers can make payments on website until June 20th but after wont be able. Not receiving payouts is really killing the business

@ShopifySupport Looking for urgent support. Our Shopify Payments account has been disabled despite a 0% chargeback rate. We have submitted an appeal and all requested documentation. We urgently need our payouts, wiling to provide any details required.

Thanks for reaching out - we’ll look into this for you. Please share your store link in the thread along with a support ticket number if you have one open. We take action based on a range of signals to protect the trust of merchants and their buyers. For more on how we make these decisions and steps you can take: bit.ly/4dvxb9s

@Xsimx7lym @ShopifySupport bro, same here, when Shopify got a hold on you?

@xAleAguilar @tobi We appreciate your message! For the protection of your account information, we cannot address account details through social media. Please use our 24/7 Help Center for secure and authenticated support: bit.ly/3UmLdkP.

@tobi my new store tekeno.com (powered by shipgpt also mine) is getting a great number of fraudulent orders that I know they are because I had them when I did crossborder shipping from Miami. It’s so statistically representative (around 50% of orders), I wonder if the same is happening across many stores and sellers just don’t realize it because it’s just a chargeback diluted in sales. Worth checking.

Thank you for your response. I can confirm that your ticket is with the correct team, and the best course of action is to direct any inquiries you may have regarding the status of your account to ticket ID 8a927859-4bc5-43a2-916e-efceed9f20c1, as noted in your message. For any other inquiries, you can reach our Support team via our 24/7 Help Center here: bit.ly/3UmLdkP

@ShopifySupport Hi shopify, url: allurebathware.com.au support ticket: 8a927859-4bc5-43a2-916e-efceed9f20c1 We just received a large customer order and urgently need this reviewed.

@dtcdavid_ We appreciate you reaching out with your concerns. Let's move this to a DM, please send us a message with more information so that we can continue to assist you while keeping your account information secure.

PLEASE HELP @Shopify @tobi @harleyf I have a domain that I own that I’m trying to connect to my Shopify store and Shopify’s own support agent (mind you I’m a plus member) is telling me my domain is connected to 3 store??? I need to transfer my domain asap to my store please help

Thank you for reaching out. To manage notifications from stores you follow in the Shop app, tap the Account icon from the home tab, select Following, then tap the store whose notifications you'd like to turn off. From there, tap the notifications icon and select "None." You can repeat this for any other stores as needed. If you need further help, please visit help.shop.app.

@Shopify my dad passed way over two years ago. How do I opt out of your Father’s Day notifications without cancelling all notifications?

Thank you for reaching out to us.If you have an issue with a purchase you've made, we encourage you to first contact the merchant directly. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. If you don't get a response from the merchant within 30 days, you can report the issue using the appropriate form at shopify.com/legal/tools/re…. If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols.

Wrong item delivered (Order ID: OD437614047977335400). Pickup delayed from 24th may to 22 Jun, refund cancelled twice without consent. No agent, no resolution only excuses. Facing harassment. Immediate refund +5000 compensation needed. @Flipkart @ShopifySupport @flipkartsupport

@unique_karbon @j_alpine_ @Shopify We appreciate you reaching out with your concerns. Let's move this to a DM, please send us a message with more information so that we can continue to assist you while keeping your account information secure.

@j_alpine_ @Shopify Yes I’ve had packages get delivered to the wrong state. Shopify took responsibility but won’t pay for their mistakes. Asking me to refund on my end. USPS will deny the claim as the electronic tracking says it’s delivered correctly despite what the actual label says. $shop

Anyone have experience using @Shopify shop labels through USPS reported as fraudulent? Batch of labels purchased last week through their API were reused tracking numbers with prior shipping/delivery scans. Current labels not scanned. Local office explained fraud. Packages in evidence and not coming back. @shopify need human support now and value of goods compensated. This is a bad look to our customers.

@palmerweb @thats_a_moret @Shopify @tobi We appreciate you reaching out with your concerns. Let's move this to a DM, please send us a message with more information so that we can continue to assist you while keeping your account information secure.

@thats_a_moret @Shopify @tobi Also experiencing this exact thing this week and non response from Shopify yet

Hey @Shopify @tobi, a fraudulent site on your platform is impersonating my brand & stealing from customers. I've filed 10 complaints over 5 days. All your team says is the link "doesn't load content," but it's live right now with our logos & PDPs: curiebodsale.com What do I need to do to get this site taken down immediately? We're getting constant complaints from our customers.

Thank you for reaching out to us.If you have an issue with a purchase you've made, we encourage you to first contact the merchant directly. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. If you don't get a response from the merchant within 30 days, you can report the issue using the appropriate form at shopify.com/legal/tools/re…. If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols.

@ShopifySupport @tobi Yeah, I can’t do anything. Your report function requires me to have a merchant account, which doesn’t make sense. All I’m asking you guys to do is look at this from an app users perspective and actually go through the steps to see what happens for yourselves.

@tobi I’m trying to report fraud in the Shop app but can’t without a Shopify merchant account. A scam order showed up in my activity feed. I know it won’t process, but there’s no clear way to report it as a Shop user. The app’s action options need to make fraud reporting easier.

@NasicZiga @Shopify We appreciate you reaching out with your concerns. Let's move this to a DM, please send us a message with more information so that we can continue to assist you while keeping your account information secure.

@ShopifySupport @Shopify can you help us with login? Our devices were taken away from us. Please send us message here on X. Best regards Hyper ceo, www Hyper-filter.com

@lttlemissswift @shop We appreciate you reaching out with your concerns. Let's move this to a DM, please send us a message with more information so that we can continue to assist you and to ensure your privacy is protected.

@shop ive complained 20 times can u stop showing me packages that aren’t mine but are getting shipped near my old address its creepy it’s annoying im abt to end my shit

While Shopify does not directly manage the day to day activities, orders, or fulfillment for stores that use our platform, we're always working to ensure that stores on our platform conform to our Acceptable Use Policies (AUP). If you believe a store on our platform is acting against our AUP, you can report an issue with a merchant using the appropriate form here - bit.ly/3Yp98Bn.

@Shopify You have fraudulent companies that use your business. I ordered from the company Beauty Care Bag on June 7th. On the website it indicates that it takes 1-5 days to process the order. My order has not been processed and they have not responded to my messages. What is this??

The Everywhere Edition Sell everywhere. To everyone. On everything Starting now