To: Shopify Executive Leadership

We, the undersigned Shopify merchants, represent a global community of businesses facing widespread and persistent issues with Shop Pay's subscription payment processing. This is not an isolated problem affecting a few merchants - it is a systemic failure impacting virtually every store utilizing subscription services through Shop Pay. These technical failures are not only damaging our businesses but are actively undermining Shopify's own market position and investment in Shop Pay as a payment solution.

Our customers are explicitly telling us they no longer wish to use Shop Pay due to these ongoing difficulties. As Shopify continues to invest significant resources in gaining market share for this payment solution, this negative customer sentiment represents a critical threat to your business strategy. Customers who have negative experiences with Shop Pay associate those frustrations with both our businesses and the Shopify platform as a whole.

Despite numerous support tickets, escalations, and documented evidence of these problems, effective solutions have not been implemented.

Subscription customers experience:

• Payment failures for no apparent reason
• Difficulty updating payment methods
• Trouble getting updated payment methods to work on subscriptions
• Repeated payment failures and requests to update payment methods no matter how many times they check that the details on the card are correct
• Failures even when they add completely new payment methods
• The inability to switch to a different payment method outside of shop pay

With minimal support from Shop Pay, frustrated customers turn to us, the merchants, creating an unsustainable burden.

We are valued Shopify partners who contribute ongoing platform fees and transaction costs. We deserve a subscription payment system that works reliably for both our businesses and our customers.

We respectfully demand:

1. Immediate technical fixes for the documented Shop Pay subscription payment processing issues
2. Improved customer support channels for payment-related problems
3. Transparent communication about issue resolution timelines

Shop Pay should enhance our business operations, not hinder them. By addressing these critical issues, Shopify will strengthen merchant relationships and improve the customer experience, benefiting all stakeholders in the ecosystem and securing Shop Pay's future in an increasingly competitive payment processing landscape.

Thank you for your prompt attention to this matter.