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:30/11/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 ordered 4 pair of slippers from ********** (DCMP Marseille) supported by Shopify, during their bogo sale. These slippers are ridiculous looking and WAY too big. I'm not even sure they're shoes? Possibly made for some sort of extinct humanoids that roamed the earth thousands of years ago. I emailed them to initiate the return policy, but they simply said no. They don't take returns. Their website said they DO in fact take returns if the product is defective. Well, these certainly fit the bill. I will do my best to spread the word on social media, but would really like my money back. I cannot believe I fell for this scam.

• Initial Complaint

  Date:27/11/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 buy a UGG - Women Esmee Lace Up Chestnutfrom the store ******* CHAUSSURES (Shopify merchant).Order details: Date purchased: November 1 Date delivered: November 5 Item price: $240 USD Final charged amount including tax: $271 USD I submitted the return request on November 5th because the shoes are too large for me. I need a US 6 size, but it is currently out of stock.After submitting the request, I did not receive any acknowledgment or approval.I called the store and they told me they would reply in a few days, but no one contacted me.When I called again later, my call was disconnected On November 10th, I submitted a complaint through Shopify. The store still has not responded.According to the stores stated return policy, I am eligible for a return. I contacted the store immediately after receiving the product and discovering it was not suitable. Not respond at all is unacceptable and obstructs my consumer rights.I also found many reviews on ****** Maps reporting that this merchant does not respond to customer messages, causing others to be unable to make returns or exchanges. This suggests a wider issue affecting many ******************************* current position that customers must deal directly with the merchant is not reasonable when the merchant refuses to communicate at all. In situations like this, customers need ********************* support to enforce the merchants listed return policy and ensure consumer protections. I hope to return this shoes and get the refund.

• Initial Complaint

  Date:10/11/2025

  Type:Customer Service 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.

  This service has so many issues that if you run into any problem everything is messed up and your money is completely gone. You can go in circles with support and they fail to help you every time without simply offering you your money back. They need to get it together.

  Customer Answer

  Date: 22/11/2025

  I would like to redact my previous complaint against the business. Apparently there was a way for me to cancel my plan with them all along that I hadn't seen until now. They never told me about it when I told them I wanted to cancel everything. The amount of money reimbursed isn't important to me anymore as I've made it back in sales regardless of the issue I was seeing before.

• Initial Complaint

  Date:31/10/2025

  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.

  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:

  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.

  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:

  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.

  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:

  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.

  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:

  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.

  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:

  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 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:16/09/2025

  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 an assuming merchant check out system that takes over transactions forcing the shoppers to check out through them without your being fully aware that it is happening. They make it seem like you are checking out through them because their browser is embedded within the merchants website, when in fact, you are using their platform. Their checkout system is so sneaky that people often do not realize that they are using their platform. This has happened to me on two transactions for the same merchant, Coach Outlet. Upon speaking with merchants representative, I have discovered that this has been a constant issue with Shop Pay. There have been other unassuming shoppers who have been trying to dispute their transactions with Shopify/Shop Pay. I have reached out to the company numerous times to charge the credit card that I had used for the two transactions, and for them to stop trying to open a credit in my name since I placed a credit freeze on my accounts. All I get in response are ticket numbers of which, no one actually reached out to me. They still insist on trying to make inquiries into my credit because I get constant credit alerts. I find their business dealings dishonest and fraudulent. I have also reached out to the CEO with NO response. Please help me to resolve this issue. Thank you for your support.