Conduct for the Credit and Debit Card Industry in Canada

Last updated on: October 14, 2020

If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:

• our website (www.shopify.ca) by using the template below,
• our toll free number 1-888-746-7439
• by email (support.shopify.com), or
• by mail at Shopify Payments (Canada) Inc., 151 O’Connor Street, Ground floor, Ottawa, Ontario, K2P 2L8

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.

Following receipt of your complaint we will:

• Acknowledge receipt of your complaint within five (5) business days.

• Provide our final decision in writing within forty-five (45) days of receiving your complaint, along with:

  • A summary of the complaint;
  • The final result of the investigation;
  • Explanation of the final decision; and
  • Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within 45 days you will be informed of the delay, reason for the delay, and the expected response time.

To assist us in reviewing your complaint please provide the following, where applicable:

• a summary of your concerns,
• details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to Shopify,
• copies of any supporting documentation (i.e. agreements, statements, correspondence).

Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:

• Phone: 1-866-461-3222
• Email: info@fcac-acfc.gc.ca
• Mail: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.

Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.