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 January 1, 2024 to December 31, 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.
Digital Services Act Transparency Reports
Shopify is a Canadian company that provides essential internet infrastructure for commerce, offering trusted tools to start, scale, and run a business. Entrepreneurship is at the center of Shopify's mission to make commerce better for everyone.
Shopify's core offering is a single integrated, easy-to-use back-end that merchants can use to manage their business across multiple sales channels. This includes a hosting service that allows merchants to build and modify their own online stores, including with third party apps. Shopify also maintains a sales channel called "Shop", which Shopify merchants can use to sell their products to consumers.
DSA Transparency Report for the 2025 reporting period
To access Shopify's report for the 2025 reporting period, click here. To access Shop's report for the 2025 reporting period, click here.
Reports in accordance with Articles 15 and 24 of the EU Digital Services Act (DSA) - covering January 1, 2025 to December 31, 2025. These reports should not be used for any purpose other than to fulfil Shopify's transparency obligations under the DSA.
DSA Transparency Report for the 2024 reporting period
To access Shopify's report for the 2024 reporting period, click here.
Reports in accordance with Articles 15 and 24 of the EU Digital Services Act (DSA) - covering January 1, 2024 to December 31, 2024. This report should not be used for any purpose other than to fulfil Shopify's transparency obligations under the DSA.