Complain About Shopify - learn how to file a complaint

Immediate to 24 hours, but getting a real solution can feel like an eternity.

• Have your store URL (your-store.myshopify.com) and any ticket numbers ready to go.
• If the chat bot is getting you nowhere, just keep typing 'speak to agent' until it gives up.
• Be extremely clear in your first message. State the problem, what you've tried, and exactly what you want them to do.
• Some users on Reddit report getting better, more experienced support during North American business hours (9 AM - 5 PM ET).

If your first attempt to contact support fails, don't just give up. First, reply to your existing ticket or chat and politely ask to have your issue escalated to a senior advisor or a manager. Be persistent. This can take days, so you might have to follow up more than once.

If that goes nowhere, it's time to go external:

• Better Business Bureau (BBB): File a formal complaint at BBB.org. Shopify has an 'F' rating, but they do tend to respond to complaints filed there. It creates a public record of your issue which companies don't like.
• Your Bank or Credit Card Company: For billing errors or charges you don't recognize, initiating a chargeback is often the most effective route. Be careful, as Shopify may suspend or close your account in retaliation, so this is a serious step.
• Federal Trade Commission (FTC): If you believe Shopify is engaging in deceptive business practices, you can file a report at ReportFraud.ftc.gov. This won't resolve your individual case, but it adds to a larger file on the company.

Subject: Formal Complaint: Unresolved Issue with Store [[your-store.myshopify.com]] - Ticket #[[Ticket #, if any]]

I am writing again because my issue, first reported on [[Date]], remains unresolved.

My store has been experiencing [[briefly describe the problem, e.g., incorrect billing, a critical app malfunction]]. This has directly resulted in [[describe the impact, e.g., lost sales, being unable to process orders]], which is incredibly frustrating for a platform that's supposed to support small businesses.

To fix this, I require you to [[state the specific action, e.g., correct the billing error and refund the $XX charge, escalate this technical bug to your engineering team for an immediate fix]].

I have attached screenshots documenting the problem. I expect a meaningful response and a plan of action within 48 hours. If this is not resolved, I will have no choice but to file a formal complaint with the Better Business Bureau and explore other e-commerce platforms.

Thank you for your attention to this urgent matter.

[[Your Name]]

• Mention the Money. If a bug or issue is costing you sales, state it clearly. Phrases like 'this glitch is directly impacting my revenue' or 'I am losing money every hour this is down' tend to get a faster escalation.
• Use Screenshots and Screen Recordings. Don't just describe the problem, show it. A screen recording of a bug is undeniable and can cut through a lot of the back-and-forth.
• Reference Your History. A user on a Shopify forum said they finally got traction by mentioning they'd been a loyal, paying customer for over five years. If you have history with them, use it.
• Never Start a New Ticket for an Old Problem. Always reply to the existing email thread. Starting a new ticket just puts you at the back of the line with a new agent who has no context.

Tired of navigating Shopify's help center maze just to talk to a human? Sound familiar? You're trying to run a business, not become an expert in dealing with unhelpful support bots. It's a massive waste of time.

You explain the problem once. Pine AI handles the rest. We will draft the formal complaint, follow up persistently, and manage the entire conversation so you don't have to. No more waiting in a chat queue for 30 minutes. No more copy and paste answers from support agents who don't understand the problem. Let us handle the headache so you can get back to what actually matters, running your store.