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Business Profile

Ecommerce

Shopify Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

Important information

  • Customer Complaint:
    While BBB continues to accept and report complaints against
    this business and fulfill its responsibility to inform businesses of
    communications from its customers, this business has indicated that it will not accept or
    respond to complaints forwarded by BBB.

Complaints

Customer Complaints Summary

  • 1,561 total complaints in the last 3 years.
  • 667 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:31/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 sell through Shopify. I have money on Shopify via ****** that Shopify will not release to me. I made a mistake and put in my business email not connected to ******. A representative at Shopify told me just switch my email to the correct email and my money would be released in 48 hours. It's been a week and Shopify will not fix the issue. They keep asking me to switch it to the incorrect email, ****** told me I could not use the work email only the email I've used with ****** for 12 years. Shopify has been giving me a runaround since October 18th. I just want my $30. This is something that can be fixed through their end with their tech department and they refuse to fix it.

    Customer Answer

    Date: 10/11/2025

    The issue on hand was resolved. I called the customer and asked him to resubmit the payment and I paid out today. All of this SHOULD have been handled by Shopify since I pay you for a service!

  • Initial Complaint

    Date:28/10/2025

    Type:Product Issues
    Status:
    Resolved
    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 a Women's clothing boutique owner, I created my website almost 10yrs ago using Shopify, I used their platform to collect monies from sales I received and have not been able to get monetary payout. I completed the verifications required and still nothing, I've had their team look into it they all have seen that there is nothing on my end that needs to be done and its out of their hands until another department handles it, all I keep getting is the run around. There is no actual person to speak to when in the past you were able to do so.

    Customer Answer

    Date: 07/11/2025

    They paid me my payout!

  • Initial Complaint

    Date:10/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have a Shopify store and changed the bank account I receive my payouts. Its been 3 weeks and my payouts are still on hold with no way to contact them. Ive contacted support 3 times, but they only say they cant help because they arent the Payment team and they wont give me a way to contact the payment team.

    Customer Answer

    Date: 24/10/2025

    Hi,


    I wanted to provide an update on my complaint regarding a payout hold with Shopify. As of October 22, 2025, my payouts have been reactivated and the issue has been resolved.


    Thank you for your assistance in facilitating this process.


    Sincerely,
    ******** ******-*******
    Owner, Demulcere

  • Initial Complaint

    Date:06/10/2025

    Type:Product Issues
    Status:
    Resolved
    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 are Atlantis Handmade Shoes, a small business using Shopify as our e-commerce platform and payment provider. For almost two months, Shopify has been wrongfully withholding some of our payouts without providing a valid explanation. Despite our account being in good standing and our store operating normally, Shopify continues to hold significant amounts of our funds.We first contacted Shopify on September 14 through their live chat, explaining that they had been keeping between 6,000-7,000 USD every week. The representative confirmed that there was nothing wrong with our account and told us to continue as usual. We trusted their response and waited patiently for the situation to resolve. However, by September 30, nothing had changed. Shopify was still holding nearly ****** USD per week, and some of our payments had been pending since July.We reached out again via email to request an explanation and the immediate release of the payments. After five days of waiting, Shopify replied only to say that our payouts were backed out and running. This message did not clarify the situation or resolve the issue. As of today, Shopify continues to withhold ****** USD of our funds.We would like to emphasize that Shopify is a service provider, not a marketplace. They have no right to retain our revenue for such a long period, especially without clear communication or justification. Their actions have caused significant disruptions to our operations and cash flow. We respectfully request the Better Business Bureaus assistance in this matter and ask for Shopify to immediately release all pending payouts and ensure that future payments are processed according to their stated schedule.Sincerely,Atlantis Handmade Shoes Taylan Isberk

    Customer Answer

    Date: 17/10/2025

    Hello,

    The company responds to us and our problem is solved.

     

    Thank you and best regards,

  • Initial Complaint

    Date:28/09/2025

    Type:Product Issues
    Status:
    Resolved
    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 refusing to release my payout for over $1,200; and have locked my account. I have constantly provided them with all the proof of identity that they have requested- and they are still asking for the same information over and over again. I have requested that they release my funds over and over again, however they refuse to. Their is no way of communicating with them over the phone- only through chat and email which is non-responsive. This is my money earned that they are holding and refusing to release. I need help getting my payout. Im attaching information showing where the company *** me payouts, I have provided them with all the information requested, however they are still refusing to release the funds.

    Customer Answer

    Date: 08/10/2025

    I have heard from Shopify, and they have unlocked my account. Thank you so much for your help in getting the issue resolved.

  • Initial Complaint

    Date:24/09/2025

    Type:Product Issues
    Status:
    Unanswered
    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 want to share my very frustrating experience with Shopify so that others can be aware.Earlier this year, I received loan funds into my Shopify Balance account. After withdrawing part of the funds, Shopify suddenly closed my account. I was informed that the remaining funds would be released after 120 days. Though the timeline was inconvenient, I decided to comply and wait.During those 120 days, I filed multiple appealsat least sixand also reached out to customer service repeatedly. Unfortunately, no one ever gave me a concrete response, nor did I receive clarity on why my account was shut down in the first ********* the 120-day period has long passed. I have since contacted Shopify twice, and each time their agents only repeat that my case will be escalated. No progress, no timeline, no resolution. The silence and lack of accountability are extremely ************* this point, it appears that Shopify is intentionally holding onto my funds with no genuine explanation or commitment to return them. This is money that belongs to me, and withholding it beyond the agreed time feels deeply unfair and unethical.I am sharing this experience so other entrepreneurs will be cautious. Shopify may market itself as business-friendly, but in my case, they have shown disregard for transparency, fairness, and basic communication.If a platform can hold your money indefinitely, even after you follow their stated rules, what confidence can anyone truly have in trusting them with their business finances?Shopify needs to be held accountable, and I sincerely hope they will do the right thing and release my funds immediately.

    Customer Answer

    Date: 07/10/2025

    They have continued to ignore me as much as this. You can see clearly why i had to file a complaint here. 

  • Initial Complaint

    Date:12/09/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    ******* are not helping with one of their subscribers e-shops. Nikolatoy Order #***** Confirmed Aug 8 I ordered from (NIKOLATOY) a cube robot, I paid $269 on Aug 8. After I received a small crystal ball! NOT what I ordered. I sent them an email complaining. They asked me to pay an extra $20 to buy anything else and they would ship the right item. I did and now they do not answer me, even though they promised to send me pictures of the correct product before shipping. I paid twice and did not get the item.******* ansered once and

    Customer Answer

    Date: 24/09/2025

    Thank you for your efforts. 

    On the 15th I received an email

    (Dear customer, We have packed it for you and are ready to ship it) 

    Nothing else since. I am still waiting for the item. 

    Thank you again. 

    Basel Aryan

    Customer Answer

    Date: 06/10/2025

    Just received the item. 

    Thank you very much for your help. 

    The funny part is, I don't know how to use it because the English part of the instructions is very minimalistic. 

    Keep up the good work. 

  • Initial Complaint

    Date:25/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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'd simply like to cancel the "account" that i have with shopify. i can't find anywhere on their website that allows me to cancel or opt out of their services. their is seemingly a way to request that data be erased, but that button is greyed out.

    Customer Answer

    Date: 05/09/2025

    hi,

    i've received no response from shopify. 

    thank you,

    *. ********

  • Initial Complaint

    Date:21/08/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Company is trying to steal money from my credit card. I have contacted them on multiple occasions to stop and they ignore my communications. They not only ignore, they purposely dont provide a phone number to speak with them so you are stuck without resolution and no way to record anything. I have received emails thst basically dont address the issue then do jot respond when I demand they stop. I have emails to prove **** are trying to take my money via credit card.

  • Initial Complaint

    Date:21/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 pay for service thru this scam outfit .. I cant enter wa weight on single products which will alter shipping costs that will be insufficient.. there idea of help is based on your plan paid amount .. this is a technical issue on their side .. this is an issue with their app .. but because I dont pay enough Im not offered any human help .. so I have to lose sales and close my stores because they refuse to offer viable help .. only if I pay more .. this is illegal.. and being confined to a no help computer generated bs answer for a service I pay for but not getting .. breach of contract

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