Shopify Overview

Shopify May Have Overcharged You

If you accepted credit cards through Shopify or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

Simple, Robust E-Commerce Products

Shopify is an Ottawa, Ontario-based merchant account provider that specializes in e-commerce solutions for small businesses. Founded in 2005, the company offers a broad range of services for online businesses, including debit and credit card processing through an online shopping cart, website creation and customization, marketing and SEO solutions, payment gateway integration, and an app store with a large number of additional features. Tobias Lütke has been the company’s CEO since 2008.

Integrated Payment Processing

In mid-2013, Shopify launched its own payment processing platform called Shopify Payments, which is powered by Stripe and is the primary payment option advertised by the company. Merchants can set up their own merchant accounts and payment gateways through third parties (such as PayPal or Authorize.net) and integrate these accounts into Shopify, but they will be subject to additional transaction fees. The company also offers an in-store point of sale (POS) system compatible with the iPad for merchants with retail locations.

Standout Features

The Shopify app store offers a huge base of add-ons and plugins for merchants, and an early 2013 rollout of Shopify 2.0 also brought with it some new and interesting features. All of the company’s merchants will receive support for over 70 payment gateways, an SSL-secured shopping cart, their own domain name, and unlimited bandwidth. Merchants who sign up for Shopify Payments will receive real-time payment tracking and a chargeback recovery service, which alerts merchants to chargebacks, provides customer contact information, and even prepares customized order information to help merchants dispute chargebacks. As for the Shopify app store, additional features available to all merchants include accounting integration, email marketing integration, digital download support, rewards programs, and social media integration.

Mobile Phone Payments

The company also offers a service called Shopify Mobile, which allows its users to accept payments using an iPhone and a mobile card reader. Shopify Mobile is available to existing Shopify customers at no extra cost except for a variable per-transaction fee.

Shopify Review Table of Contents

  • Costs & Contract: Shopify offers multiple pricing plans that operate on a month-to-month basis and do not charge an early termination fee.
  • Complaints & Service: Shopify has received more than 50 public complaints.
  • BBB Rating: Shopify has an “A+” rating with the Better Business Bureau and has received 171 complaints and 43 reviews in the past three years.The company has been accredited by the BBB since 2012.
  • Sales & Marketing: Shopify does not hire independent sales agents and has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Shopify
Are you a decision maker with Shopify? Claim this review.

Our unbiased reviews are supported, in part, by helping you find highly rated merchant accounts. You can learn more here.

Shopify Rates, Fees, and Costs

Key Points

Swiped Rate 2.40% - 2.70%
Keyed-in Rate 2.40% - 2.90% + $0.30
Basic Shopify Plan $29 Per Month
Shopify Plan $79 Per Month
Advanced Plan $299 Per Month
Shipping Discount (Basic Plan) Up To 64%
Shipping Discount (Standard Plan) Up to 72%
Shipping Discount (Advanced Plan) Up To
Early Termination Fee $0
PCI Compliance Fee $0

Several Plans To Choose From

While the company does not offer much in the way of the minimalist, pay-as-you-go pricing found with most Shopify competitors, it does return a lot of value for its various monthly pricing plans. All Shopify plans are month-to-month contracts with no setup fees or early termination fees, and PCI Compliance fees are built into the company’s monthly rates. Merchants can pay $29/month (Basic), $79/month (Standard), $299/month (Advanced), or a customized amount for large merchants under the Plus pricing plan. The swipe rate for each plan is listed as 2.9% plus $0.30, 2.6% plus $0.30, and 2.4% plus $0.30. Keyed-in rates for each are 2.7%, 2.5%, and 2.4%.

Each plan is designated 2, 5, or 15 staff accounts and receive shipping discounts of up to 64%, 72%, or 74%.The latter two levels offer gift card processing at the same fixed rate and professional reports for the businesses finances.

Reasonable Pricing At Each Level

Shopify’s transaction fees and added features are generally proportional to the monthly expenses paid by the merchant. Merchants under any of Shopify’s plans will have access to a wide range of easy-to-use e-commerce tools, but smaller businesses may want to ensure that they aren’t on the Standard plan if the Basic is adequate. As noted in the Sales & Marketing Tactics section of this review, the company will charge additional percentages on transactions if a merchant prefers to link a top-rated merchant account to their Shopify store.

iPad Point Of Sale

At the time of our previous update, Shopify offered a separate Shopify POS hardware package for retailers for an additional $49 per month. Now, Shopify POS is included in the Standard and Plus plans. This package includes an iPad stand, barcode scanner, EMV and swipe card reader, cash drawer, and receipt printer. Per-transaction pricing for Shopify POS is 2.7% on the Basic plan, 2.5% on the Standard plan, 2.4% on the Advanced plan, and a keyed-in rate equivalent to the online Shopify per-transaction rate for each merchant’s pricing plan. The Shopify POS system includes inventory syncing, analytics, email receipts, multiple staff accounts, customer tracking, syncing between online and retail stores, and additional apps. Retail and restaurant merchants should be aware that the Spotify POS app does not currently support tipping, which lowers its ranking among top iPad POS systems.

Something For Everyone

Overall, Shopify’s pricing delivers a large amount of features for the price charged, and there are very few online complaints about the company’s pricing. We rate the company’s low-commitment contract an “A.”

Are you happy with your Shopify fees? Tell us about them before your go!

Response from Shopify

We’re here to help! Visit us at Shopify.com!

Shopify Complaints & Customer Reviews

Key Points

Total Online Complaints 50+
Live Customer Support Yes
Most Common Complaint Fund Holds

A Standout In Service

Generally speaking, it does not appear as if there is any one persistent problem with Shopify’s products, and the company’s readily available customer support cements its position as one of the best mobile payment apps. The company aims to compete with other providers in ecommerce, namely Amazon.com. Shopify’s emphasis on customer service quality is a departure from complaints merchants have had using similar services like Amazon.

Shopify Lawsuits

On February 1, 2019, Boom Payments! filed a lawsuit against both Shopify and fellow competitor Stripe for patent infringement in the matter of Boom! Payments, Inc. v. Stripe, Inc. et al. The lawsuit alleges that Shopify and others infringed upon two patents awarded to Boom Payments! by the US Trademark and Patent Office relying on it to process millions of transactions.

Shopify Customer Support Options

Shopify offers phone, email, and live chat support to all tiers of service. We are currently able to locate a handful of negative Shopify reviews that outright accuse the company of being a ripoff or a scam, but the issues mentioned by these complainants do not appear to be widespread or especially problematic. The 40 or so available complaints list fund holds, difficulty cancelling service, billing issues, chargeback problems, and trouble operating the company’s service. Company representatives responded to some of these complaints in a timely fashion and offered to resolve the issues, although it is unknown how the complaints were ultimately settled.

Do you have a complaint or testimonial about Shopify? Make your voice heard before you go!

Response from Shopify

We’re here to help! Visit us at Shopify.com!

Shopify BBB Rating Summary

Key Points - BBB

Product & Service Complaints 44
Billing & Collection Complaints 50
Advertising & Sales Complaints 63
Guarantee & Warranty Complaints 1
Delivery Complaints 13

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Nearly 175 Complaints

Shopify has been accredited with the Better Business Bureau since 2012 and is currently showing an “A+” rating on the BBB website. The company has had 171 complaints filed against it in the last three years. 60 complaints were related to billing and collection disputes, 75 were due to problems with the product or service, 21 had to do with advertising issues, 1 was due to a delivery issue, and 1 in regard to a guarantee or warranty complaint. Shopify successfully resolved 33 of these complaints, while the remaining 138 were either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.

What Merchants Say

Shopify has also received 43 informal reviews from users, 39 of which were negative in tone and 4 of which were positive. One recent informal review describes an experience with a fraudulent merchant:

Do not trust Shopify! They will set up a business website for anyone and not verify they are legit. I have been ******* by one of these businesses and Shopify will do NOTHING for me except tell me to contact my bank. Really?? I have gotten my money back through my credit card company but I think Shopify should be held accountable.

Many reviews on the company’s BBB accounts have been made by customers instead of merchants. In some instances, it appears that the issue lied with the merchant facilitating the shipment of a purchase instead of issues with Shopify’s payment processing. In any instance, customer satisfaction is imperative for any business. This makes the quality of customer service an important consideration when choosing a merchant account provider.

A “B” Performance Overall

Shopify’s current complaint total marks a significant increase in complaints from the time of our last review, and we have accordingly adjusted the BBB’s rating to a “B.”

How has Shopify treated you? Tell us about it here!

Response from Shopify

We’re here to help! Visit us at Shopify.com!

Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms Yes

No Outside Sales Reps

Shopify appears to primarily market itself through its website, through its growing online customer base, and through strategic partnerships. The company does employ a sales team to handle inbound inquiries, but it does not appear to engage in telemarketing or in-person sales. We have located a handful of Shopify complaints that mention misleading or deceptive advertising by the company, but upon further investigation, these complainants seem to have simply been confused or dissatisfied with the service they received.

Separate Pricing for Third-Party Processors

Although the Shopify website does not seem to intentionally obscure its contract terms, it is not entirely clear about its pricing structure. The company’s “Pricing” page lists a series of transaction fees that vary depending on whether merchants are signed up for Lite, Basic, Standard, Advanced, or Plus pricing. These fees are only applicable to merchants who are signed up for a merchant account/payment gateway through Shopify Payments. Merchants who have integrated a third-party payment processor with the Shopify platform will pay 2% plus their third-party transaction fees on the Basic tier, 1% plus their third-party transaction fees on Standard, and 0.5% plus their third-party transaction fees on Advanced. Since Shopify Payments is now the company’s default merchant account, it’s likely that most new merchants will not encounter these additional charges. If you would still prefer to integrate a third-party payment gateway with Shopify and pay the additional fees, we recommend keeping your total costs down with a cheap merchant account.

Did you get what you expected from Shopify? Tell us why, or why not.

Response from Shopify

We’re here to help! Visit us at Shopify.com!

Shopify Marketing Example

Shopify Logo

Our Opinion of Shopify

A Top Option for Online Payments

Shopify rates as a reliable merchant services provider for e-commerce merchants. The company is showing a low number of complaints online and appears to offer a large number of services for a competitive price. Although it is possible to integrate preexisting merchant accounts, payments gateways, and websites with Shopify’s shopping cart, the company’s best prices and services are reserved for merchants who start fresh with Shopify Payments. For more information, visit the Shopify website.

We rely on your feedback about Shopify to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.

How I Can Help You

I specialize in helping businesses get refunds of excessive fees and have recovered $1,567,184 this year alone! Submit a recent statement below to find out if you are getting overcharged. I'll take a look at it for free. If I find fees that can be refunded, hire me on contigency. I only get compensated if I put money back into your pocket.

Submit a Statement

  • Accepted file types: jpg, png, pdf, xls, xlsx.

10 Reviews Leave Your Review for Shopify Below

  1. We had someone hack our Shopify store and because they don’t have two step authentication like our other payment processors the hacker easily changed our account number to theirs and was putting all of our deposits into a bunch of diff accounts. Once we found this out we had been frauded for over 100k and Shopify blames Stripe and Stripe blamed Shopify both said there was nothing they could do. BEWARE they offer NO protection to their customers. We are switching payment processors and getting a lawyer.


    This post will help: Best E-Commerce Merchant Accounts

    -Phillip

  2. John O'Brien says:

    Healithop at Shopify took my $90 order and I did not get the product from China. When I went to the original order site on Shopify, Healithop URL was no longer working. When I called and talked to Shopify, they said that they could not resolve money paid to Healithop [email protected]. I’m out $90. Shopify has no support for Fraud and no responsibility if the vendor fails.

  3. Shane says:

    We have been with Shopify for about one year and it’s been pretty good… until now. Two days ago they started holding our payments without an explanation. We tried and tried to get an explanation and they refused to give one. Finally we received an email about on day after they notified us of the hold on our payments. They said that we might be selling unlicensed products and that they needed to verify that the products are licensed. I have no problem with that and provided the requested information, but they shouldn’t have held payments without checking with us first, and they shouldn’t hold payments for products that are not even in question. This is absurd!

    Now, more than 48 hours after they started holding our payments and more than 24 hours after I provided the information they requested, they are still holding our payments… and no end in sight.

    We have bills to pay and no way to pay them. We are a relatively new small business without any excess cash flow and no cash reserves to handle a situation like this. Shopify is seriously damaging our business. Their actions are completely inexcusable and are borderline criminal in my opinion.

    I will leave negative feedback and complaints about them on ever forum I can find.


    This post will help: How to Make Your Payment Processor Release Your Money

    -Phillip

  4. Lester says:

    Be very careful with Shopify if you think you may want to use the site. I joined in Sept 18 to have a processor for some customers credit cards. Huge mistake!
    When signing up and creating an account one is asked the general information they would need to collect and pay you your funds. Then when i sent out an invoice to be paid, they collected the $162.32 and a week later the funds showed in my account. After that i sent four more invoices out between Oct 3 and Oct 8. The total of those invoices is $2490 and change. This prompted them to take the funds hostage and demand basically everything one would need to successfully steal my identity. Along with my banking info, they would have a pretty complete package.
    Of course the GURU’s tried to assure me that my personal identity was “safe”. I’m pretty sure Yahoo, some major banking institutions, our government and a host of others could “assure” that the info they had was “safe” too, until it wasn’t.
    I looked around a bit to find that Shopify’s main IP address is actually shared with 90,427 other sites. I’m pretty sure they would not be contacting me to “assure” me that they will safeguard my personal info. I flat refuse to put the front and back of my DL online, nor a copy of my passport to them or anyone else. The more i dig, the more it becomes apparent that this “organization” at it’s core is not really about processing payments at all. They lure people in then hijack their money to force the person to give them every necessary detail of one’s identity to complete the package.
    I have my thoughts on what they do with this info after bullying people into giving it to them but for now I’ll see how that compares in the near future to what the FTC finds. I’ll certainly help them all i can.
    If you ask the GURU’s who is requesting this info, they like to try to make you believe its your bank. Simply go to your bank first as i did and you will find that has no truth in it at all. Why would it? The bank knows exactly who their customers are, after all they get that proof of id at time the account is opened.
    Stay far far away friend.

    From The Editor
    This Post Might Help: Best Merchant Accounts for Online Invoicing

  5. KeKe Brooks says:

    I have read several of these comments and I agree with most of them. In the beginning I was excited about this app. It was fast, efficient, and the easiest app to use when transferring or receiving funds. I even referred several friends because of the convenience that I initially had with this app. Then I guess the saying “it sounds to good to be true” really showed it’s ugly head. It has gone on three weeks and I still haven’t received some funds a friend sent me using the cash app. It was requested 4/11/18 and was taken out of his account the very next day 4/12/18. However, the funds are still not in my account to this day. As others have stated their only form of communication is through email and they have constantly copied and pasted the same correspondence putting my bank at fault for not receiving the funds. I have asked for a supervisor and that is when the correspondence ceased. I’ve sent them emails back to back and no one has replied since. It has literally turned into a nightmare and my funds have either been stolen from this company or lost somewhere and their “support team” has not provided a resolve or restitution for my funds! Someone mentioned that it’s a good app until there’s a problem but I would have to disagree. It’s fraudulent when an app is a hit or miss withholding their consumer’s funds! I will never use this app again once my funds are received!

  6. Miss T says:

    Terrible. They withhold payments after a while and make you intensely prove and provide documents that you are a real legal company. The team that deal with that are only contactable via email..takes forever to resolve. They then made a mistake & made my account unable to cancel or refund orders. Which resulted in several chargebacks which cost me money as well extremely unhappy customers! The guru actually said he had never seen anything like that before. Soon after I was able to issue refunds but I never heard from shopify about this. I just took it as they realised their mistake & corrected it as though it never happened as it was their error. No apology or any kind of acknowledgement it just started working again after 2 weeks broken! Oh..guess what..my account worked nicely for 3 weeks but the payments account is now on hold again due to receiving chargebacks at the time shopify with held over 3000gbp the week leading upto xmas & straight after that unable to
    Issue refunds…you see where I’m going with this? I have a backlog of orders & shopify withhold the payments with no say on when they will release. I may as well shut the business now. Cheers Shopify

  7. lisa says:

    After Square failed to pay out over $4,000 in sales and refused to provide any explanation, we switched to Shopify for POS as we had the web program. We LOVE IT! So easy and simple and ties in the retail to the web sales and tracks inventory so well. Always get tech support (a bit of a wait on the phone) talking to a REAL person who really knows the program! I am thrilled!!

    1. CPO Admin says:

      Hi Lisa,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  8. Joyce says:

    Ordered and paid via PayPal. My Discover card has been charged, BUT no delivery of purchase. Have filled out a form with them, BUT NO REPLY. Not feeling very happy with this company. Will never order again because of lack of customer service. Will report to BBB and let PayPal deal with this.. I GIVE UP.

    1. Rob says:

      Sounds like a problem with the vendor more than Shopify itself. Can you describe the situation in more detail?

      Asking because I’m curious how many BBB complaints involve things that Shopify can/should fix vs the number of complaints that should have been filed against the store owner.

      Thanks.

Leave a Review for Shopify

Your email address will not be published. Required fields are marked *

Please do not use profanity or ALL CAPITAL LETTERS in your review. Reviews must provide a detailed account of your experience. By submitting a review or comment to CPO, you are agreeing to our Comment Policy.