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:20/06/2025

  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 have two orders that were placed through Shopify; Neither seller has submitted my items; One agreed to a refund that never happened, and the other will not respond to any of my reach out attempts; I have tried filing a dispute through Shopify and this is the most difficult task to accomplish. There is no way to file a complaint through the app. I've tried filing a dispute through their website and after filling out their form I receive errors so it never goes through. They have no phone number on file and do not offer representatives to speak with. They have a chat option and you can never get a live representative. They have a support email; which i provided screen shots and proof of purchases and contact attempts to the sellers, the email comes back that they no longer use that email.

• Initial Complaint

  Date:20/06/2025

  Type:Sales and Advertising 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 tried to cancel my subscription and they wouldnt let me without a bunch of charges. Im sure they are a good company for the rich but for a startup company they are not the right decision. They promise you you will have a great store/website but once you get to the point to start making sales they shut your website down. They tell you you need to pay extra to have a specialist come in and correct all the errors before you are able to use your store again. It seems that after every step I would complete to get my store running they would want more money. I didnt make one sale and they keep taking funds out of my account. I had potential customers trying to complete sales on my site but Shopify blocked them until I paid more of their suggested fees. When I voiced my frustration about all of the fees and not even making a sale yet I was told I had to invest in my company first and its a small price to pay for the future of my business.

• Initial Complaint

  Date:19/06/2025

  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.

  I am a merchant using Shopify Payments (which is powered by ******) to process credit card transactions on my online store. A customer placed an order that was fully authenticated using 3D Secure (3DS), a security protocol that, under **** and Mastercard rules, shifts liability for fraud-related chargebacks away from the merchant.Despite this authentication, the customer filed a chargeback and I was held financially responsible. I requested confirmation from Shopify regarding whether liability shift applied, whether ****** absorbed the chargeback loss, and why I was not reimbursed. Shopify support repeatedly refused to escalate my request to their Risk or Compliance team and provided conflicting or incomplete information, including suggesting that I contact the customers bank directly which is not possible or allowed under industry rules.This complaint is not about a debt owed by another business, but rather about the mishandling of a chargeback by a payment processor. I am asking for a formal internal review of the chargeback in question and for reimbursement if the 3D Secure liability shift was honored and the loss was absorbed by ******. I also request that Shopify improve transparency in how they handle chargebacks under 3D Secure protections and provide merchants with access to proper escalation channels.

• Initial Complaint

  Date:18/06/2025

  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 continued to attempt to charge my account and I have not access their service in over three months. I was not able to log in and cancel the subscription because I forgot the email address. When I located the email and logged into the account I was instructed to verify because I have not access the account in over three months. I was charged $39 after Shopify made repeated attempts to charge my account. ******************** refuses to refund the $39 even though I have not used their service in over three months. The email for the account is ************************

• Initial Complaint

  Date:18/06/2025

  Type:Delivery 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 originally ordered a product from ******** and received the product.Subsequently, I have been charged the last two consecutive months for $29.99 for no apparent reason. I did not order anything and I did not receive any product I have tried contacting both the supposed seller and shopify, neither of which I have been able to get in touch with.The order numbers are listed below

• Initial Complaint

  Date:18/06/2025

  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 created a shopify account to accept credit purchases for my pop up business. I have a grocery store and we also do catering and we have pop *** at different festivals/ events. Up until now we have not used a portal pos system so I created a shopify account with all my documents and attended my pop up. Overnight my shopify shop was terminated and my money frozen.I put a dispute May ******* disputing their termination of my pop up store. They terminated saying they didn't have proof I was a legitimate business. I submitted my tax forms, my personal documents as well and invoices from 2 different vendors I use for my products. However I have not heard back and when I chat customer service they only say they are working on it and they keep escalating my ticket but I don't hear back from anyone!I want my money and to be done with this shady business.

• Initial Complaint

  Date:18/06/2025

  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 my payment processor. They recently closed my account without any prior notification. They held my customers funds, and caused damage to my business. Im mortified by the way this billion dollar company has treated me. In addition, I filed for an appeal on may 25 2025 and they havent gotten back to me since then. Im requesting for Shopify to either Re-open my account or return my clients money back. M

• Initial Complaint

  Date:17/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  What I want is very simple. I need access to my Shopify store-the admin store so that I can add and delete products and rearrange my store. I have my user name and password and phone number nothing has changed. When I log in, I'm being promoted to enter a 6 digit authentication code that t for extra protection that's being sent to my cell phone. Problem is, I never receive the code after numerous attempts for days. I called my cell phone provider and they detected no issues. My phone number is the same number I have used since starting the store over a almost 2 years ago. Then the next option is to use a 12 digit recovery code. I have those as well and I have tried them all but I get a message stating the codes are expired. So therefore, I can't get into the account. I have emailed, did chat. sent an IG message to Shopify social media with no help-only generic responses that keep saying the same thing. I've never experienced anything this ridiculous! I can't even cancel or pause my store without getting into the admin store. No one is helping but they keep withdrawing their fees faithfully each month. I have emailed support and every option I've used provides generic information prompting me to contact support or the help center. It just goes on and on with no solution and it's been days now.

  Customer Answer

  Date: 04/07/2025

  On July 4th holiday today, I was emailed by Shopify customer service/support. This time, the person actually acknowledged everything in my complaint, asked for additional information and created a support ticket that she said she would expedite. I wanted to to report this step. Still no resolution but someone did email me.

  Customer Answer

  Date: 07/07/2025

  I was finally able to get into my store today. I received an email today. Thank you. The issue has been resolved!

• Initial Complaint

  Date:17/06/2025

  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.

  I have been a Shopify merchant for over four years, operating a legally registered U.S. business (*********), selling premium food products through my store ************************************************ or around June 7, 2025, I received a prompt from Shopify to update my bank account information for Shopify Payments. I completed the update immediately. Since that time, my store has been unable to accept payments through Shopify Payments, including credit cards, Shop Pay, and Apple Pay. Additionally, we have not received payouts from previous customer orders.I have created multiple support tickets regarding this issue, and they were escalated by Shopifys support team. After receiving no response, I contacted both ******************************** and risk-************************************* directly. Despite all attempts to resolve the issue through appropriate channels, I have received no communication from Shopify for over a week.This ongoing silence and disruption have caused significant damage to our business operations, revenue, and customer relationships. We are fully prepared to provide any documentation Shopify may require but have not been given the opportunity to do so. We are seeking urgent action to restore payment processing and release held funds.

• Initial Complaint

  Date:17/06/2025

  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 paid Shopify via affirm for a subscription and they still took the full amount from my account. Then they started another bank transfer from my account as well. Now I cant reach anyone they dont have agents by phone or email anymore. They only have a bot that keeps saying someone will be with you and no one joins the chat .