Legal Notices

Platform to Business Regulation

P2B Complaint Handling Annual Report

This report is published in compliance with the Platform to Business Regulation 2019/1150 (“P2B Regulation”), which came into effect on July 12, 2020, and was retained in the laws of the United Kingdom following its departure from the European Union.

The P2B complaint form allows Shopify merchants to submit complaints through the P2B Form in the following categories:

  • Concerns regarding Shopify’s adherence to its obligations under the P2B Regulation
  • Technological issues directly related to Shopify’s provision of the P2B Services
  • Actions taken by Shopify concerning its provision of the P2B Services

This report includes information about the total number of complaints received through the P2B form, complaint categories, average processing time for complaints and aggregated data on complaint outcomes as outlined by the P2B Regulation.

The most common topics of complaints included appeals for account terminations, and payout-related issues.

Complaint Handling Annual Report Jan – Dec 2023
Total number of complaints 14
Enforcement Decisions Upheld 14
Enforcement Decisions Overturned -
Average time to process complaints 3.5 days1
  1. The average processing time reflects that many P2B complaints were addressed concurrently through other support and escalation processes. In some cases, complaints were resolved through these channels before the P2B Form ticket was closed.

Digital Services Act

Information on Active Monthly Users for purposes of the Digital Services Act

The Digital Services Act (DSA) creates new obligations for certain digital service providers within the European Union (EU). Among these obligations, Article 24(2) of the DSA requires providers of 'online platforms' and 'online search engines' to publish 'information on the average monthly active recipients of the services' in the EU. This information is used to determine whether an online platform is a 'very large online platform' (VLOP), meaning it reaches an average of at least 45 million users per month in the EU.

To the extent that any of Shopify's offerings may be considered 'online platforms' under the DSA, we concluded that during the period 1 July 2023 to 30 December 2023, the average number of monthly active recipients of those services in the EU was well below the 45 million user threshold for being designated as VLOPs.

We will continue to monitor the number of average monthly active recipients of any potentially relevant services in the EU, and publish updated information in accordance with Article 24(2) of the DSA.

Shopify's Single Designated Point of Contact for Inquiries under Article 11 of the DSA is consumerprotection@shopify.com. This email address is reserved for government authorities authorized to act pursuant to Art. 9 of the Digital Services Act. If you are not an authorized government authority, please use our "Report an Issue" form at https://shopify.com/legal/report-an-issue. Additionally, if you are looking to submit a legal request for information to Shopify, please visit our Guidelines for Legal Requests for Information.