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 related to Shopify’s compliance with its obligations as set out in the P2B Regulation
- Technological issues directly related to Shopify’s provision of the P2B Services
- Decisions made by Shopify regarding its P2B Services provisions
This report provides details on the P2B complaints received through the P2B form, categorization of the complaints, the average time taken to process complaints, and a summary of complaint outcomes as defined by the P2B Regulation.
The most frequent reported issues pertained to payout-related issues and problems concerning two-factor authentication (2FA).
| Complaint Handling Annual Report Jan – Dec 2024 | |
|---|---|
| Number of P2B Complaints | 4 |
| Enforcement Decisions Upheld | 4 |
| Enforcement Decisions Overturned | - | Average time to process complaints | 2.7 days1 |
- 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 resolved.
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 31 December 2023 to 1 July 2024, 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.