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:29/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 attempted to upgrade my Shopify subscription from a monthly to an annual plan. During the payment process, I mistakenly entered the wrong ZIP code for my new card. As a result, the transaction failed verification, and shortly after, my entire store was deactivated without warning.The business committed to providing a working e-commerce platform to host and manage my business, but instead, my store was abruptly deactivated without a chance to correct the mistake. Shopify flagged the transaction as potential fraud despite the fact that the new card was under the same name and billing address as the previously verified card on my account.Nature of the Dispute:My store was deactivated incorrectly due to a simple payment error. I was not committing fraud; I entered the wrong ZIP code on a new valid card. I reached out to Shopify support multiple times explaining the situation and providing evidence that the billing address and cardholder name matched the previous cards on file as well as I am legit and I have multiple livestreams of me shipping and organizing my inventory and have a large social media following. However, Shopify has not reinstated my store or given a fair opportunity to resolve the issue, leaving my business without access to the platform or the customers I had built up.Attempts to Resolve:I contacted Shopify support immediately after the deactivation, explained the mistake, and offered to verify the card details. I provided documentation showing the billing address and cardholder name matched the previous cards on file. Despite my efforts, Shopify has not reversed the deactivation or reinstated access to my store. I have been left without meaningful updates or a solution, and my business operations have been severely disrupted. I've offered to explain thoroughly exactly what happened from start to finish on what led to this over the phone but I keep getting the same email response as if it was automated and they refuse to divulge the results.

  Business Response

  Date: 30/05/2025

  Hello *****,
  
  My name is *****, I am an Operations Lead with Shopify.
  
  After a thorough review, we kindly ask you to refer to the details outlined in ticket ID ************************************. We are unable to change this decision. We understand this may not be the response you were hoping for, and we appreciate your understanding in this matter.

  Please feel free to reach out directly to that ticket if you have any further questions or require additional clarification.
  
  
  Best Regards,
  
  
  *****
  Operations Lead, Shopify

  Customer Answer

  Date: 30/05/2025

  Complaint: 23395761
  
  I am rejecting this response because: I have tried to contact the ticket back and additionally I have tried to further explain what happened detail by detail on exactly what led to the closing on my store. If I never choose to add my second card than my store would have never been frozen. I am completely frustrated how difficult you guys have been. On top of that you guys refuse to divulge the results of the investigation. I have assets to take care of that I am losing and family members to take care of. If I truly did something wrong I would not be going this far to get it back! Please restore my store! Or give me a call back to ************ as to why my store is frozen still.
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/06/2025

  Hello *****,
  
  My name is *****, I am an Operations Lead with Shopify.
  
  The best place to request more information is ticket ID ************************************. While we are unable to change this decision, the specialist dedicated to your case will be happy to answer any outstanding questions.

  
  Best Regards,
  
  
  *****
  Operations Lead, Shopify

  Customer Answer

  Date: 12/06/2025

  Complaint: 23395761
  
  I am rejecting this response because: I have contacted the same email/ticket and tried reaching customer support on ***** and your website and haven't heard anything back. The screenshot provided is the last thing I have heard back and that is the same initial response I received when I first got the termination as if it was automated. I would like to talk to a real human being to discuss this matter. I prefer a virtual meeting or call regarding this matter. I have assets I have to take care of and this has set me back extremely. I have migrated over to *********** in the meantime but would like to stay on shopify where all my content and store theme file is located. 
  
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 13/06/2025

  Hello I would like to accept the meditation offer and would like to request a virtual meeting to further explain this situation between all parties.

• Initial Complaint

  Date:29/05/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 filing this complaint due to Shopifys unacceptable behavior, poor service, and unjustified withholding of our business funds, combined with what I can only describe as disgraceful customer service attitude.Our ******************** store was closed on May 26, 2025, and we were informed that our pending payouts would be held for 120 days. We accepted that condition and simply asked Shopify support to confirm the release date. Instead of receiving assistance, we were told by a live advisor:Thats not my job.Thats not only unprofessional its deeply insulting, especially when Shopify continues to charge us monthly fees while providing no support, no communication, and absolutely no accountability.We are a legitimate business. We have shipped orders, responded to customers, and met our obligations. ******************** has done the opposite they have:Frozen our funds without a detailed explanation.Closed our store without a real investigation or notice.Ignored our emails and support requests, and when we do get a response, its vague or incorrect.Dismissed us rudely when we asked for basic information like a payout timeline.We have received no follow-up, no clear communication, and no respect. It feels like were being punished and shut out while Shopify continues to profit from our business.This kind of treatment is completely unacceptable, especially from a company that promotes itself as a platform supporting entrepreneurs.Resolution Sought:A full, detailed explanation of why our account was closed.Confirmation of the exact release date for our frozen funds (based on the 120-day holding period from May 26, 2025).A formal apology for the rude and dismissive support responses we received.Immediate escalation of our case to someone with authority to act on this situation.

  Customer Answer

  Date: 02/06/2025

  We are appalled by the way Shopify has handled our case. After submitting all required documents weeks ago and fully complying with your requests, weve received no meaningful update. Every time we reach out, we get vague, robotic responses that insult our intelligence. Your message about timely handling is nothing more than empty PR language. In reality, your team has ignored us, frozen our payouts without justification, closed our store without clear notice, and caused serious financial damage to our operations. We demand immediate escalation to someone with actual decision-making power not another chat advisor trained to deflect and stall.

  Ticket ID: ************************************
  
  

  Business Response

  Date: 03/06/2025

  Hi ***,
  
  My name is Aurora, and I'm a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. 
  
  We apologize about the experience you had with our support team. That type of response does not align with Shopifys values and is not the experience we want for any merchant. Im happy to provide some additional clarification regarding your account.
  
  Our Trust team communicated the reason for your stores closure on May 26, 2025 through ticket ID ************************************, and your pending payouts are scheduled to be released on September 23, 2025. Additionally, your store has not incurred any additional monthly fees since the closure.
  
  If you have any further questions, please continue responding directly to that ticket. This ensures your case stays with the right team for the fastest resolution. 
  
  Thanks,
  
  Aurora | Shopify Support Lead

  Customer Answer

  Date: 10/06/2025

  Complaint: 23391010
  
  I am rejecting this response because:
  We submitted the appeal form a long time ago, and nothing happened. Shopify never reviewed the documents. Instead, they just returned them without explanation and worse, claimed they had reviewed them. Thats a lie. How can you say the documents were reviewed when you didnt even check anything properly? This isnt just poor service its dishonest and arrogant behavior. We followed your rules, and you gave us nothing but silence and false statements. Unacceptable.
  
  
  Sincerely,
  
  *** *** ****

  Business Response

  Date: 11/06/2025

  Hi ***,

  Thanks for your response. 

  We understand the importance of this matter to your business. As previously mentioned, the reason for your stores closure was clearly outlined in ticket ID ************************************ on May 26, 2025. 

  In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to deactivate businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why merchants are given the opportunity to appeal and provide supporting documents to assist in reassessment. 

  Our Trust team received your appeal, conducted a thorough review of your case, and communicated their decision to you yesterday, June 10, 2025, on the same ticket ID mentioned above. Each appeal is manually reviewed, and you can read more about Shopifys appeal process here: ***********************************************************************************************************************************

  If you have any further questions, please respond directly to ticket ID ************************************.

  Regards,

  Aurora | Shopify Support Lead

  
  

  Customer Answer

  Date: 13/06/2025

  Complaint: 23391010
  
  I am rejecting this response because:
  We submitted everything you asked for legal business information, valid documents, shipping records all real and verifiable. For month, we waited patiently while Shopify claimed to be reviewing the case. We fully cooperated, expecting a fair resolution.
  
  Instead, our store was suddenly terminated without clear reason, and we were accused of "suspected illegitimate activity." No warning. No evidence. Just a vague accusation and a 120-day hold on our funds.
  
  Whats happening here is not a review process it feels like a punishment without cause. We followed your rules. We delivered products to customers. We violated nothing.
  
  Even worse, you only responded after we filed a complaint with the BBB. That speaks volumes about your internal process.
  
  Were asking directly: Where, exactly, did we violate your Terms of Service? We deserve an honest answer not silence or automated replies.
  
  
  Sincerely,
  
  *** *** ****

  Customer Answer

  Date: 18/06/2025

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Shopify Inc. regarding unethical business practices, specifically the unjustified freezing of merchant funds and repeated failures in customer service.
  
  As a legitimate business, I signed up with Shopify to build an online store. However, shortly after opening my account, ******************** abruptly froze my payouts without providing clear justification. I complied with all requests for documentation and have not violated their Terms of Service. Despite this, my store was closed, and the funds were withheld for an arbitrary 120 days.
  
  Even worse, Shopifys customer service has been consistently unresponsive. My emails and follow-ups have been ignored. Their live support agents provide only scripted replies and refuse to escalate the issue. I have not received any meaningful explanation, resolution, or access to the funds that rightfully belong to my business.
  
  This behavior appears to be a pattern, as many merchants report similar treatment. I believe this is an abuse of power and a violation of fair business practices. I respectfully request that BBB investigate Shopifys practices and pressure them to release my funds and address these ongoing support failures.

• Initial Complaint

  Date:27/05/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 writing to file a formal complaint regarding the failure of Shopify to disburse $2,506.86 in earned funds to my business, ******************* This financial hold has persisted since April 14, 2025, significantly impeding the operations of my new business.Upon logging into my Shopify account, a disclaimer reads: "Payouts are paused. Payouts will resume once we review your account. No action is required, but well send an email to your store owner Kailey **************************** if we need more information." The ******* of this issue is Shopify's deposit of funds into an unlinked and unauthorized account an account my business never provided or uploaded. Despite this, my correct bank account has been verified by Shopify and is properly linked for ********** attempts to resolve this directly with Shopify support have been met with repeated assurances of "escalation" and instructions to "wait for an email," yet no progress or explanation has been made. I have initiated contact on seven occasions over six weeks: April 21, 2025, April 23, 2025, April 25, 2025, April 28, 2025, May 1, 2025, May 12, 2025, May 27, 2025 (Today)I have attached chat logs from my interactions with Shopify support, along with documentation directly from my Shopify store that clearly displays the payout disclaimer, the amount owed, and evidence of the failed payout due to Shopify's demonstrated error in depositing funds into an incorrect ********** a business that has invested in a premium template (cost of $400) and strategically built our entire store on the Shopify platform with the intention of evolving into a Shopify Plus customer in the future, this experience is concerning. I urgently request the Better Business Bureau's intervention and seek answers regarding:1. The precise reason for the extended payout delay.2. The exact steps Shopify will take to rectify their deposit error and promptly release my $2,506.86.3. A timeline for immediate resolution.

  Business Response

  Date: 03/06/2025

  Hi Kailey,
  
  My name is Lumen, and Im the Operations Lead at Shopify.
  
  Thank you for bringing your payout hold issue to our attention. I wanted to let you know that *** reached out to our internal team, and theyve confirmed that your payout has been re-enabled. You should have also received an update from them via ticket ID: ************************************ with further details.
  
  We appreciate your patience throughout this process.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:27/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Shopify Inc. regarding unjustified freezing of funds, lack of communication, and poor customer service.I have been using ******************** since April 2025 to operate my online store, and my payouts were suddenly paused on May 2nd, 2025 without any prior warning, email notice, or explanation. Since then, I have made multiple attempts to contact Shopify through their support channels, but I have received no real helponly generic messages or silence. Despite my store having no chargebacks or compliance issues, Shopify has continued to withhold my funds *********** a paying customer who continues to pay ********************* monthly fees, I find it unacceptable and unethical that I am being denied access to the revenue generated by my legitimate business. Their support has been extremely unhelpful, and online chat representatives provide only the bare minimum responsesoften copy-pasted and without any real resolution or escalation.I initially avoided filing complaints in hopes that this would be resolved through Shopifys internal processes, but its now been several weeks without any progress or justification. Shopify appears to be intentionally ignoring merchants who are under review, while continuing to collect fees and delay payouts indefinitely.This type of business practice is not only unprofessional but damaging to small businesses that rely on timely payouts to operate. I am requesting that the BBB help mediate this issue and that Shopify be held accountable for:Withholding funds without communication or due process Failing to provide timely support or a resolution Continuing to charge monthly fees without delivering service I am seeking a full release of my frozen funds or a clear explanation and timeline for resolution, along with proper customer support and accountability from ************************** you for your assistance.

  Customer Answer

  Date: 29/05/2025

  Is that possible to contact ************?

  Why they ignored my email and massege?

   

  Customer Answer

  Date: 29/05/2025

  Is that possible to contact ************?

  Why they ignored my email and massege?

   

  Customer Answer

  Date: 30/05/2025

  I am submitting this complaint because Shopify has held my payouts since May 2, 2025, without any prior notice or explanation. Despite my repeated attempts to contact Shopify for answers, they have not provided any clear communication or valid reason for pausing my funds.
  
  The online customer service has been extremely poor representatives give generic, unhelpful responses, and the support experience has been frustrating and unprofessional.

  Customer Answer

  Date: 02/06/2025

  since 2 May 2025 .

  The payouts was paused , we contact for shopify for many times, we did not received any reply 

  Please guide us how to contact shopify INC.

  thanks 

  Customer Answer

  Date: 05/06/2025

  still did not get the shopify *** message . 

  And i keep send email to them every day ./

  Business Response

  Date: 06/06/2025

  Hello Kin Por NG,
  
  My name is Lali, and I am an Operations Lead here at Shopify. 
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store 
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 09/06/2025

  Complaint: 23380214
  
  I am rejecting this response because:
  1.**************************************************************************************

  ***************************************

  Its unacceptable that Shopify can pause payouts without any kind of notice. I run an honest business, ship out orders quickly, and provide great customer service. Yet one day, my payout was simply frozen. No email came. No alert was posted. No explanation was given. I had to find out on my own by checking the payout page. Imagine the stress of seeing thousands of dollars held up for no clear reason and no one telling you whats happening. I immediately reached out to Shopify support. Their response? A vague note saying my account was under review. But they didnt say why, what was needed, or when it would be resolved. Thats not how business partners should treat each other. Shopifys complete silence and refusal to explain anything shows poor customer service. I cant plan inventory or handle logistics when I dont even know when Ill receive my earnings. Its like working for free. I did my partdelivered everything, provided tracking numbers, and had no issues. Yet Shopify is holding my money with zero accountability. This kind of experience makes it hard to trust the platform again.
  
  
  Sincerely,
  
  Kin Por Ng

  Business Response

  Date: 16/06/2025

  Hello Kin Por NG
  
  We have reached out to our banking partners to enquire about the hold on your Shopify Payments account. The hold should be removed once they review your account, with typical turnaround time of 2-3 business days. 
  
  If there's anything else required on your end we'll let you know by reaching out to the store's account owner email address. If nothing else is required you'll see the hold banner in admin removed meaning the hold has been lifted.
  
  Thank you for your patience while we're working on resolving the matter.
  
  Kind regards,
  
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:23/05/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 sent a screen shot my account has been inactive for over 3 monthes because i cancelled my account and subscription with them before the free trial ended and they have been taking money off my account without my authorization and without my knowing. And I tried yo call the number they have listed and its no longer in service and the customer support on line is a bot that won't help and i just want my ***** refunded and gor them to stop taking money off my account.

  Business Response

  Date: 30/05/2025

  Hello *******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the closure of your account. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  In order to receive support to help with closing your account, it will be best to speak with our Support team. Let me guide you to our Support team. Please follow the steps below: 
  1. Visit our Help Center. 
  2. On the right-hand panel in the typing field at the bottom, type your inquiry. 
  3. If you have a store, click "Select a store to get personalized answers" and log in to your account. If you don't have a store or wish to continue with our general support, skip this step. 
  4. Type your inquiry in the text box at the bottom. 
  5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support". 
  6. If you've already logged into your account at Step 3, you'll be connected to our Support team directly. Please follow the prompt to prepare a screenshot or relevant information while you wait in the queue. One of the Support Advisors will be with you soon. If you didn't log into your account at Step 3, please follow the prompt and click "Select a store" to log into your account of the account in question. If you can't access your account, click "I can't access my account". Follow the prompts to receive Account Support.
  
  Thank you,
  *****

• Initial Complaint

  Date:23/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Dear Shopify - I'm seeking immediate resolution regarding the hold on my payouts on May 14th, and the previous reply from your team, Ive yet to receive any resolution or update. My store had over 270+ all with tracking number and fast shipping provided to our customers. Every day without access to payouts affects my teams ability to operate on the store and continue to grow my relationship with Shopify. Our store is in good standing, with 100% fulfilled orders, up to date tracking, a good product, and satisfied customers. This matter is urgent and severely affecting my team and business.Sincerely, ***

  Business Response

  Date: 30/05/2025

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payouts being on hold. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate that our Merchant Trust Team has sent you an email via Ticket ID: ************************************ advising the payout hold on your Shopify Payments account has been lifted. Please direct any additional questions to this team via that ticket, as they are the best team suited to assist you moving forward. 
  
  Thank you,
  *****

• Initial Complaint

  Date:23/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 the platform I use for emcommerce/POINT OF SALE. My business, ****************, changed my fed tax status to LLC in January 2025. I then had to change my bank account to reflect my new FEIN number. When trying to change my banking info through Shopify, Ive gotten an error message since April 17. Ive used their chat bot, to no avail, and eventually a real person emailed me. Finally, on April 22, they put my shopify payments on hold. I havent received a payout since then, and Shopify is holding $33,000 in my payouts. Im completely in compliance and owe Shopify no money. Im current on my Shopify payments and have supplied them every document theyve requested, and theyve confirmed receiving them and approved them.Thank you.

  Customer Answer

  Date: 29/05/2025

  Shopify is the platform I use for emcommerce/POINT OF SALE. My business, ****************, changed my fed tax status to LLC in January 2025. I then had to change my bank account to reflect my new FEIN number. When trying to change my banking info through Shopify, Ive gotten an error message since April 17. Ive used their chat bot, to no avail, and eventually a real person emailed me. Finally, on April 22, they put my shopify payments on hold. I havent received a payout since then, and Shopify is holding $33,000 in my payouts. Im completely in compliance and owe Shopify no money. Im current on my Shopify payments and have supplied them every document theyve requested, and theyve confirmed receiving them and approved them.

  Business Response

  Date: 30/05/2025

  Hello *******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payouts. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate that our Account Security team has sent you an email via ticket id: ************************************ requesting identity verification documentation. Please respond to this email at your earliest convenience in order to resolve the issue with your payouts being on hold. 
  
  Thank you,
  *****

  Customer Answer

  Date: 02/06/2025

  Complaint: 23371581
  
  I am rejecting this response because: I have complied in every way possible. The process has been confusing and contradicting. The support tickets provide conflicting information and the requested action does not work in the app.
  
  
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 10/06/2025

  Hello *******, 
  
  Thank you for getting back to me and I hope this message finds you well. 
  
  I have reviewed ticket ID: ************************************ and I can see you have recently been in communication with our Account Security team. Our records indicate they removed the security feature to allow you to update your bank account information and released your payouts upon confirmation that the bank account had been updated. 
  
  If you have any further questions or concerns please direct them back to the Account Security team via that ticket ID and they will be happy to help. 
  
  Sincerely, 
  
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:21/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Had a item sold online the website And had the client not want the item And did a return of the full amount only to have shopify charge me a charge fee of the transaction when it was completed as a return therefore the full amount was given back to the client and therefore I'm being charged for a transaction charge for that purchase when I did a full return of the full amount back to the client

  Business Response

  Date: 30/05/2025

  Hi ***,
  
  My name is ****** and I'm a Support Lead here at Shopify. It sounds like you are concerned about a fee you received after refunding a customer and I'm here to provide you with some further information and guidance. 
  
  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. 
  
  That said, I can provide you with some resources and instructions to help you resolve the issues youve described. When refunding a customer, no additional fee is incurred. However, the original credit card transaction fee isn't refunded to you when issuing a refund. This is because Shopify Payments still incurs the cost, as the processing fee is associated with the entire transaction (both payments and refunds). This is outlined in section C of our Shopify Payments Terms of Service: ********************************************************************** within this Help Document: ************************************************************************************************************;
  
  If you have any more questions or concerns regarding this, please reach out to our 24/7 support team: **************************************. They will be equipped to help you with specific information pertaining to your store.
  
  Kind regards,
  ****** | Shopify Support Lead

  Customer Answer

  Date: 30/05/2025

  Complaint: 23362684
  
  I am rejecting this response because:
  
  The items were returned 

  And I might need to charge shopify more than what I did 

  So lets go with 100 times

  thats ****** that i am now looking for to collect from shopify for my loss of the sale and my time wasted here to discuss this matter .

  so I'll be  needing the full ****** $ dollars innthe next 48 hours or ill be sending this to my lawyer and then youll be talking with them 

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 10/06/2025

  Hi ***,
  
  This is ****** here again from Shopify. I see you are still concerned with the fees that were collected for a payment and refund you issued to your customer. I'm here to offer you some further guidance and support.
  
  As I mentioned previously, we're unable to discuss specific store information in this public forum to safeguard your store's details. I want to clarify that when you issue a refund, the processing fee is not returned to you because this fee applies to the entire transaction, including both payments and refunds. You can find more details in section C of our Shopify Payments Terms of Service: ********************************************************************** well as in this Help Document: ******************************************************************************************************.
  
  If you're interested in exploring different fee options, you can review alternative payment gateways here: ******************************************************. However, please note that other payment gateways may also collect fees on refunds. That said, Shopify Payments typically offers the lowest fees.
  
  If you have any further questions or concerns, please dont hesitate to contact our 24/7 support team: **************************************. They can provide tailored information regarding fees and your options.
  
  Kind regards,
  
  ****** | Shopify Support Lead

  Customer Answer

  Date: 10/06/2025

  Complaint: 23362684
  
  I am rejecting this response because:
  
  Im looking for 1000 dollars in damages 

  I am expecting it to be received in the next 24 hours 

  I am done with dealing with those who take what is already gone 

  Have a great day

  Sincerely,
  *** ******

  Factory87 

• Initial Complaint

  Date:21/05/2025

  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.

  Problem Description:I have been a paying Shopify customer for over 6 months, paying $41/month to run my business. My current issue is that I have lost access to the phone number connected to my two-factor authentication (2FA) on my Shopify account. Because of this, I am completely locked out and unable to log in.Ive contacted Shopify Support multiple times using their live chat, and every time Im told to reset my password or submit a verification form. However, the form they mention either doesnt appear or fails to send. Despite doing everything they suggested including resetting my password, using different browsers, and following all instructions I still cannot regain access to my ***************************** current support system does not offer a way to manually reset or change the 2FA method, and no one has provided a working solution after multiple attempts. This has left me locked out of my business despite actively paying for the service.

  Business Response

  Date: 28/05/2025

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. 
  Let me guide you to our Support team. Please follow the steps below: 
  1. Visit our Help Center. 
  2. On the right-hand panel in the typing field at the bottom, type your inquiry. 
  3. If you have a store, click "Select a store to get personalized answers" and log in to your account. If you don't have a store or wish to continue with our general support, skip this step. 
  4. Type your inquiry in the text box at the bottom. 
  5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support". 
  6. If you've already logged into your account at Step 3, you'll be connected to our Support team directly. 
  

  Please follow the prompt to prepare a screenshot or relevant information while you wait in the queue. One of the Support Advisors will be with you soon. If you didn't log into your account at Step 3, please follow the prompt and click "Select a store" to log into your account of the account in question. If you can't access your account, click "I can't access my account". 
  

  I hope this resolves the issue, 
  Regards 
  *****
  

  
  

  Customer Answer

  Date: 29/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  a support member responded to my email after a while, they then escalated my issue and got my account 2fa removed
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:21/05/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Re Prolonged and Unexplained Delay in Releasing Payouts I am submitting this review to formally report Shopify to due to a serious delay in the release of payouts totaling $95,300.01. which were originally due on March 21, 2025. These funds originate from insurance providers affiliated with ***** (******************************* Services)** and are tied to federally reimbursable medical services that have already been rendered.Despite submitting all required documentation being submitted to Shopify on March 26, 2025, the payouts remain unreleased, with no communicationor update from the company regarding the delay. This lack of response is highly unprofessional and unacceptable, especially given that these are federally linked funds essential to patient care and business operations.On 5/1/2025, I have contacted their support team. But I was told I will get a call within two business days. To date, there had been no contact or action on Shopify's end.

  Business Response

  Date: 27/05/2025

  Hi, Poi.
  
  This is Lumen, and I am the Operations Lead at Shopify.
  
  I understand that you have experienced some difficulties in receiving your payout.
  
  In order to review your account and address your concerns, I will need some additional information to assist you effectively. 
  
  Due to the public nature of the BBB, I am unable to discuss account-specific details here. I reached out to you in ticket # ******** at the address provided in your complaint with further information on how we can proceed. Please search your inbox for this.
  
  Best Regards
  Lumen | Shopify Operations Lead