Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a business account with ******************** and they have frozen our account making us unable to access $19,157.32

  Customer Answer

  Date: 05/09/2025

  Thank you for your help.  We have still not had any luck with Shopify.  They tried to tell us we changed our accounts again and we did not.

  We will most likely have to seek legal action.

   

   

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am completely locked out of my account and ive tried to reach out to shopify for help but they have zero customer service. no email, no phone number. just AI giving generic answers on how to help. AI i unable to help with my lock out issue. ive tried to resolve this for three months. in those three months, ive been charged $39.99 even though i cant access my account.

  Customer Answer

  Date: 08/09/2025

  They keep charging me $39.99 monthly, including September 2025, for a product I can not access, an account I cant cancel, and Shopify does not have a direct phone number or email address I can contact customer service for help with this issue. 

  I am essentially being robbed of $39.99 every month. 

• Initial Complaint

  Date:08/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the rights to a Shopify store over a month ago. The previous owner (a relative) transferred the store to me following Shopify's instructions. Prior to doing this it was confirmed in writing by multiple **** that a new Shopify balance account would be able to be opened when the store was transferred. I filed a support ticket on July 7 ticket number is ***********:16 Jerico Berceles (Support Advisor): I am not seeing any reason for you not to be eligible to use Shopify Balance. Please kindly allow 24 - 48 hours for the account to refresh. :)It's been over a month and I still have not receieve a resolution on this. I've reached out several times to support and they keep telling me it's in process (July 17, July 28, Aug 6, Aug 7th)I cannot use the Shop without the balance account as we need access to the funds to pay our supplier to make sure the customer get's their order in time. ticket number is ******** 22:44 **** M (Support Advisor): I completely understand you and the urgency of your situation, ****. It's definitely not ideal to be facing this while waiting for your balance account to be activated. Given the circumstances, I'll issue a credit to your account while the specialized team work on resolving the balance account issue. Does it sound like a plan?22:49 **** M (Support Advisor): Great, ****! I'm glad we could come to an agreement. I will process that credit to your account right away to ensure that your store isn't frozen today. Ill also make sure to follow up with the payments team to expedite the activation of your balance account 22:59 **** M (Support Advisor): Would be this one? (screenshot pointing to balance from previous month)Then my store was frozen and now Shopify is making excuses why they can't apply it to the past due which the *** agreed in writing they would apply the credit towards (This is legally binding)I need Shopify to honor what their *** agreed to in writing and I need the store unfrozen asap.

• Initial Complaint

  Date:31/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern at the BBB,I am filing this complaint against Shopify due to a severe and unresolved issue that is causing significant harm to my business and financial well-being.Since July 22, 2025, Shopify has locked me out of my store accountwithout warning, without resolution, and without providing access to approximately $3,000 in customer payments currently being held in my account. Despite complying fully with all of Shopifys verification requirements, I remain locked out of the platform with no way to transfer the funds that rightfully belong to my *********** date, I have submitted the following documentation across four separate verification attempts (on July 22, 23, 27, and 29):Government-issued photo ID (submitted 3 times)Selfie holding ID and handwritten date (submitted twice)Bank statement showing a Shopify charge with date, amount, and 9-digit invoice number ************* account deposit verification Voided business check and deposit slip These are legitimate and verifiable documents that meet Shopifys own stated requirements. Yet, I have not received a meaningful update, a phone call, or even a status *************** a result, I am completely locked out of my Shopify admin. I cannot:Fulfill paid customer orders Collect or transfer payments Advertise or manage my store Communicate via blog or storefront Access my own customer or financial data Worse, this situation is damaging my credibility and customer trust. This situation is not only disrupting operations but causing financial loss, reputational damage, and considerable emotional distress.I have made every good-faith effort to comply with Shopify's requests. Instead of assisting me to regain secure access after a suspected compromise, they have implemented what feels like a punitive and automated lockout processleaving me with no customer support line, no human contact, and no access to the funds my business depends on.

• Initial Complaint

  Date:30/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Answers to Questions Based on Provided Information How many times have I contacted Shopify Support regarding this issue?You have contacted Shopify Support 12 times.On which dates did I contact Shopify Support?July 18, 25, 26, 28/29, 30, and 31, 2025.What are all the problems I have encountered?Payouts paused without ************** emails received despite claims (e.g., July 18, 22, 23).Repeated escalations with no resolution.Repetitive, unhelpful advisor responses.Premature chat endings.Failure to process formal complaints (no receipt/timeline per ** law).Perceived incompetence and ******* specific timelines provided.Explanation to BBB for Filing a Complaint Against Shopify To the Better Business Bureau (BBB):I am filing a complaint against Shopify due to unresolved issues with my paused Shopify Payments payouts since July 18, 2025. I have contacted support 12 times (July 18, 25, 26, 28/29, 30, 31, 2025) without resolution. Problems include:Payouts held without clear reason, with no actionable *********** emails received (e.g., claimed sent on July 18, 22, 23), despite screenshots proving otherwise.Repeated escalations to specialized teams with no follow-up.Advisors asking repetitive questions and ending chats prematurely.Failure to provide a complaint receipt or timeline, violating ** PSD2 law (15 business days response required).Ignored threats of legal action, causing financial harm and stress.I seek resumed payouts, a formal complaint acknowledgment with a deadline, and compensation. Documentation is available.Sincerely,***** **** ********************

• Initial Complaint

  Date:28/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SHOPIFY HAS BEEN HOLDING MY MONEY FOR 60 DAYS AND NO ONE IS COMMUNICATING WITH ME! THIS COMPANY IS CRAZY! I NEED MY MONEY ALREADY!

• Initial Complaint

  Date:28/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify is holding over $31,000 in payouts from my store (Velgrace Home AU) since July 15, 2025. I submitted all requested documents and received confirmation, but after 9 business days, no response or update has been provided. My store has over ***** successful orders, zero chargebacks, and full compliance with Shopifys terms. This delay is damaging my business and violates fair commercial practices. I have followed up via email multiple times with no reply.I request immediate action, release of funds, or a full explanation within 48 hours.

• Initial Complaint

  Date:28/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify closed my active Shopify Balance account without notice on July 3rd, 2025. I received no response from Shopifys Finance team until July 28thnearly four weeks laterdespite multiple inquiries. I am seeking reinstatement of my Balance account and a full explanation of why it was flagged as inactive or unsupportable. I also want to highlight that many other users have reported identical issues and have only received a response after filing BBB complaints, suggesting a broader customer service failure.I operate a business on Shopify (store: loa-performance.myshopify.com) and relied on the Shopify Balance account for receiving payouts. On July 3rd, 2025, I received a notice that my Balance account had been closed. The notice provided no reason, and I had received no warning beforehand. I had never carried a negative balance, was actively using the account, and had not violated Shopifys terms of service.I submitted multiple support tickets and was told repeatedly that Finance will review it, but no one responded for 25 days. When I finally received a reply on July 28th, I was told that the closure was due to Shopifys migration to a new banking partner (****************) and that my account was deemed "inactive or unsupportable." However, I was not told specifically why my account was flagged or given a clear path for reinstatement.I now have access to transfer my remaining funds outbut the only account I currently have available is a personal checking account, which ******************** explicitly prohibits for use as a business payout method. This leaves me in an untenable position where I am locked out of Shopify's banking system with no resolution and no path forward.Furthermore, Ive found many other merchants reporting similar experiencesBalance account closures with no warning or reasoning, long support delays, and only receiving a real response after filing BBB complaints, indicating a systemic customer service breakdown on ********************* end.

  Customer Answer

  Date: 29/07/2025

  Attached is a response from Shopifys support team confirming they cannot provide any detailed reason for the Balance account closure. This supports my original complaint about the lack of transparency and accountability.

• Initial Complaint

  Date:28/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25th I received an email that my payouts have been paused by shopify. I tried to resolve this on the site but could not figure it out. I havent been able to open my shop because I will not sell items if I wont be paid out for them. I can not afford the loss of wages while I wait.I reached out to shopify support and the person said they could not help me so it would be escalated 'with highest priority' to the proper department. I haven't received anything and my shop still remains closed and unable to receive payouts.

• Initial Complaint

  Date:28/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify is actively stealing money from my account on multiple occasions. I have tried to reach out to their customer support team and get a run around about refunding the money they are taking from my account. I do not have an account with them or do not use their services and am still getting billed on a month to month basis. The last time I reached out to their support team they said they would refund the money and cancel any account associated with the card that is getting billed and it didnt not happen as I got money took from my account again. They are actively steaming money from me and can only imagine how many other people they are doing this too.