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: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.

  My business purchased the Shopify PoS subscription and hardware in February 2025. Despite knowing that the certain connectivity features of the printer do not work with IOS, Shopify sold their terrible outdated hardware to us anyway. Now there is no connectivity between the printer (which also operates the cash drawer via kick pulse) and the PoS app. I cannot print receipts or open the cash drawer without a key. Shopify has a 30 day return policy (because they know they are selling absolute outdated garbage).I have paid for a newer Ipad to run their shopify app. I have paid for the subscription. I have paid for the hardware, and now I have to switch to Square and I'm out all of those costs.

  Business Response

  Date: 29/05/2025

  Hi, *****.
  
  This is Lumen, the Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your experience with our support. I recognize your frustration with the issues you're facing, particularly the connectivity problems with your printer.
  
  Due to the public nature of the BBB, I am unable to discuss account-specific details here, but I can provide some additional context and information that should be useful to you. We have a 30-day hardware return policy, which you can reference here: ****************************************************************. Our retail team is available to assist you with any troubleshooting. However, please note that for certain technical hardware-specific issues, the supplier may need to step in directly to fully resolve the issue or determine if the hardware is defective.
  
  To ensure you receive the best assistance, I recommend continuing to communicate with our retail team, as they are well-equipped to help you effectively resolve these matters. They can provide specific guidance and support related to your hardware and its compatibility.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:21/05/2025

  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.

  I placed an order through the shopify website with a company called ************ on April 10th 2025. The merchant sated that it takes 2 to 3 weeks to ship the order. I contacted the merchant directly on several occasions and have yet to get a response. Im still having to make monthly payments through Shopify and are getting penalties for not paying. I never received my order and im still having to pay on this loan that is affecting my credit if payments aren't made.

  Business Response

  Date: 04/06/2025

  Hi *******,
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  Thank you for reaching out to us and letting us know you already reached out to the merchant you placed your order with. This is the best course of action as Shopify does not directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. 
  
  If you havent received a response from the merchant within 30 days, you can report the issue using the appropriate form here: **************************************************************************.
  
  If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols.
  
  Best Regards,
  
  
  *****
  Operations Lead
  Shopify
  
  

  Customer Answer

  Date: 04/06/2025

  Complaint: 23359793
  
  I am rejecting this response because: Shopify did not respond and I had to reach out to a different company for assistance
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 13/06/2025

  Hi, *******.
  
  This is ****** and I am a Support Lead at Shopify, I'm a colleague of *******.
  
  As ***** mentioned, Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. What we do is provide businesses with all the online tools to run their stores successfully. 
  
  Similar to how a shopping mall's management wouldn't be able to help with a payment agreement you made on a purchase from a store in a mall, we aren't able to assist buyers directly for payment plans made on a store using the platform. If you haven't been able to reach the store and still need assistance, your bank will be able to offer you next steps.
  
  Best,
  ****** C | Support Lead 
  
  

• 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.

  Shopify without any prior warnings, notifications, or specific reasons indicating that my business violated Shopifys policies. To date, I have not been informed of any issues or violations that would justify this action, nor was I allowed to address or correct any concerns. my company store (****************) on the 5th of May 2025, I contacted them many times to transfer my domain ************ data as they informed me that their decision is final & all I get is full ignorance

  Business Response

  Date: 28/05/2025

  Hi Hossameldin, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your domain. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 
  

  Customer Answer

  Date: 28/05/2025

  Dear BBB,
  Thank you for forwarding the business's response.
  I would like to confirm that I have replied to Shopifys email, as requested, asking them to help me transfer my companys original domain (**************) by unlocking it and providing the *** (authorization) code.
  Unfortunately, despite my repeated attempts over the past month to communicate and request assistance, I have not received any clear instructions or further responses from Shopify to complete the domain transfer. Since my store access has been permanently closed, I am unable to perform the necessary steps myself, and I am reliant on Shopify to assist.
  At this point, I am still waiting for a resolution or any meaningful help from Shopify in transferring my domain.
  Thank you for your continued support.
  Best regards,

  Customer Answer

  Date: 28/05/2025

  Complaint: 23359007
  

  Dear BBB,
  Thank you for forwarding the business's response.
  

  I am rejecting this response because:
  
  
  I would like to confirm that I have replied to Shopifys email, as requested, asking them to help me transfer my companys original domain (**************) by unlocking it and providing the *** (authorization) code.
  Unfortunately, despite my repeated attempts over the past month to communicate and request assistance, I have not received any clear instructions or further responses from Shopify to complete the domain transfer. Since my store access has been permanently closed, I am unable to perform the necessary steps myself, and I am reliant on Shopify to assist.
  At this point, I am still waiting for a resolution or any meaningful help from Shopify in transferring my domain.
  Thank you for your continued support.
  
  Sincerely,
  *********** *****

  Business Response

  Date: 29/05/2025

  Hi Hossameldin,
  
  Thank you for following up on this. As I mentioned in my email to you on ticket ID ********, the Merchant Trust team has emailed you on a separate ticket (ticket ID ************************************* to share the transfer code. You are now able to transfer the domain to another provider by following the steps on this Shopify *********** document: ****************************************************************************************************************************************************
  
  If there's anything I can clarify further, please let me know.
  
  ***** | Shopify Support Lead
  

  Customer Answer

  Date: 30/05/2025

  Dear BBB,
  

  I would like to provide an update regarding my complaint against Shopify.

  
  Following continued communication, Shopify has now unlocked my domain (**************) and provided the *** (authorization) code needed to initiate the transfer. I have successfully started the domain transfer through *************.
  At this stage, I am simply waiting for the domain to be released on Shopify's end to complete the process.

  I appreciate the BBB's assistance in helping move this matter forward.
  *********** *****

  Customer Answer

  Date: 30/05/2025

  Hi *****,
  
  Thank you for your response and for confirming that the transfer code has been provided.
  
  I would like to clarify that I will wait until the domain ************** has been successfully transferred to ************* before I can formally accept the BBB complaint resolution. Ensuring full control over my domain is essential before I consider this matter resolved.
  

  I have already followed the steps provided and am currently awaiting confirmation of the domain transfer.
  
  Thank you again for your assistance.
  
  Best regards,
  *********** *****

  Customer Answer

  Date: 04/06/2025

  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.
  The domain ************** has been successfully transferred, and the issue has been fully resolved.

  Sincerely,
  *********** *****

• Initial Complaint

  Date:21/05/2025

  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.

  I opened an account with ******************** back in April. I went through their verification submission process where I provided personal documentation, including my ID to them for them to process and verify my Identity so that I can add my banking details to accept payments on my store. This has been 30+ days of dealing with them trying to get an update on where they are in the verification process, or at least trying to get into contact with the verification team to find out what is the status of the verification. For 30+ days I have continued to receive the same reply from their chat support, they dont have any other means of support, just chat (also annoying) -- that the verification team will be in contact with me eventually when they have a response. Here's the thing, I have been paying now for the service, they invoiced me for it, but I haven't been able to use it because THEIR TEAM IS TAKING FOREVER. I have done everything on my end as a customer, including providing multiple screenshots to them of the issue, giving them days at a time where I don't check into the status but they are still refusing to provide any type of details. Here's the last reply I got from their chat support team after advising them that I'm not getting a resolution and I'm getting frustrated:"Im unable to give you a specific turnaround time, but I want to assure you that well reach out to you as soon as someone is available. We truly appreciate your patience with this matter."That was after I asked for the turnaround time on these verification requests. As you can see, I am getting no where. I can provide full chat support transcripts dating all the way back to April 20th with these guys.

  Business Response

  Date: 22/05/2025

  Hi Rame, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with verifying your documents. 
  
  I see that the Merchant Verification team has already sent you an email on May 11 with the ticket ID ************************************. If you have any questions about the verification process, please repsond directly to the team's email. This will put you in touch with the Merchant Verification team directly, which is the only team that can assist with requests of this nature. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  

  Customer Answer

  Date: 23/05/2025

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  There is no way to contact the Merchant Team. The email they sent doesnt provide any help or guidance, it just says that theyre processing it. 
  

  For someone who is a support lead for a multi millionaire company you havent done much research into my case and issue. 
  

  The ball is in your court, have your merchant team contact me directly. Email or phone works. Im not looking for an email that says youre working on it, this has been going for since APRIL 9th. It is now the end of the MAY. 
  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/06/2025

  Hi Rame, 
  
  I appreciate you following up on this issue. The only way to contact the Merchant Verification team is by responding to the emails that they sent you. I see that the team emailed you again on ticket ID ************************************ on May 30th to let you know that your Shopify Payments details have been verified and the issue was resolved.
  
  If you have any further questions, please respond to one of the two emails that they sent you on ticket ID ************************************.
  
  Best,
  
  ***** | Shopify Support Lead
  

• Initial Complaint

  Date:21/05/2025

  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.

  Case number ******** Store closed by shopify in feb 2025.Provided documents immediately and emailed for a response. Funds are being held and a lot of money went into promoting this store. Still no resolution, communication or information about how to get back.

  Business Response

  Date: 22/05/2025

  Hello *** *******,
  
  My name is ****, and I am an Operations Lead at Shopify.
  
  I am reaching out regarding your account, which has been reviewed by the Merchant Trust team who are managing your case. It has been determined that your account violates ********************'s Acceptable Use Policy (AUP) ********************************************. Consequently, we are unable to continue hosting your store on our platform, and your account will remain closed.
  
  As a result of this closure, any pending payouts will be held by the payment processor in accordance with the Shopify Payments Terms of Service and the payment processor's terms. Typically, these payouts are held for a period of 120 days.
  
  If you believe that your account termination was made in error, you have the option to appeal this decision. To do so, please refer to Ticket ID: ************************************, where you will find the necessary form for submitting your appeal. If you encounter any issues with the link, please do not hesitate to reply to this message, and I will arrange for the link to be sent again.
  
  For your reference, Shopify's Terms of Service can be reviewed at the following link: ****************************************.
  
  Regards,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 22/05/2025

  Hello,

  In response to the message i would like to appeal the decision.  I do not have the link to appeal and was not given any explanation.

  I had also provided the necessary ** requested at that time (in February).

  Also if you can see, this store was managed and set up by another member as I am new to this however it was my funds that has been used/withheld, therefore I am the one at a loss here.

   

  On another note when I submitted the ** I was notified by email they will be in touch if anything further us required. This was in February,  with no updates I reached out to the suctioned agency on 3 occasions  to follow up a response, all who have told me it is outside of their scope and they need to wait for someone else to respond. There is no other way to contact shopify apart from the customer service chat which makes this increasingly difficult. 

   

  please provide further explanation, and action to appeal and a resolution to fix this.

   

  Customer Answer

  Date: 01/06/2025

  Hello,

  I did respond to the previous message however it appears it did not go through.

  my response was that I provided all the documents requested, I also at the same time resubmitted an appeal.

  I have not been told why the store violates any terms as when I read through what the reasons may be it was unclear as to why my store would be under any of those categories. However as mentioned, last week I resubmitted all documents requested with further detail. I did not hear back since that time from shopify. I requested the link for appeal to be resubmitted in the last post however did manage to click via the old email and resubmit on 23/5/25.

  Customer Answer

  Date: 13/06/2025

  Hello 

  I am following up on this as I did send a follow up reply. I also did follow all the steps for a re review as advised by shopify on the day itself of their reply. No one has responded since then

  Im in a position where I am no longer able to ask for a refund from my bank nor see what transactions have gone through or not . On top of that 120 days have passed and there's no payment into the *******

  Customer Answer

  Date: 16/06/2025

  I am following up on the review of documents which was placed on 23rd may from the link posted from shopify for thr closure of the domain for direct deals. I provided all supporting documents requested. I was told funds would be released after 120 days. I have not recieved the funds or even any notification. The account was closed by ***************************** Feburary All payments were made prior to that. I had placed orders so am left double out of pocket and am also now out of a charge back window. I require an immediate response and also my funds to be transferred back for payments which were made via the account.

• Initial Complaint

  Date:21/05/2025

  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.

  Dear Sir/Madam,On ***** 29, 2025 Shopify terminated my store . I am writing to respectfully appeal the termination of my Shopify store DigEbook .I filed a complaint with my ID documents but still no response from Shopify. I understand that this decision may have been based on concerns regarding the legitimacy of my business activities or potential non-compliance with Shopifys Terms of Service. However, I would like to clarify the nature of my business and provide supporting documentation to demonstrate that my store operates under ethical and lawful ****************** Description:Store Name: DigEbook My Name : **** **** Tho Shopify Store Email: ************************** Store URL : ************************** Customer Contact : ************************** ****** Account Email: ************************** (Note: This is the same verified ****** account used to pay ******************** subscription and service fees, confirming identity alignment.)DigEbook is a fully digital content store that sells original eBooks and health guides. These materials are:Created by myself and my in-house content team, or Properly licensed through trusted sources or with explicit permission from the original creators (documentation available upon request)We operate 100% online and deliver digital products automatically via email or direct download after *********** attract customers, we use a combination of the following:Email marketing ************************* ******************************************************* - Instagram : ************************************************ advertising : ******** Ads I am fully committed to transparency and to complying with all Shopify policies moving forward. I respectfully request a re-evaluation of my stores termination and the opportunity to clarify any remaining concerns during the appeal process.Thank you for your time and ****************** regards,**** **** Tho DigEbook Shopify Store Owner **************************

  Business Response

  Date: 23/05/2025

  Hello *** ****,
  
  My name is ****, and I serve as an Operations Lead at Shopify.
  
  I wanted to update you regarding your account status. The Merchant Trust team, who is managing your case, has reached out and informed you under Ticket ID: ************************************ that your account has been reinstated after a thorough review of the information you provided.
  
  As you log in, please be aware that you may need to select a paid subscription plan for your store to ensure continued access.
  
  In addition, the Merchant Trust team requires some further documentation to keep supporting your business on Shopify. You can find the details of these requirements in Ticket ID: ************************************. It is important to submit the requested documents by May 27, 2025, to prevent any potential account disablement.
  
  Should you have any questions or need clarification regarding this request, please contact the Merchant Trust Team directly using Ticket ID: ************************************, as they are best equipped to assist you further.
  
  Best regards,
  
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 23/05/2025

   
  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.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:21/05/2025

  Type:Sales and Advertising 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 enabling and profiting from ongoing copyright infringement via its hosted merchant site: ***********************. This website is selling numerous digital products that feature copyrighted logos, characters, and branded designs without any visible licensing or intellectual property documentation.Despite these products being featured as top sellers and marketed for commercial use, Shopify has failed to take proper action or enforce intellectual property standards on this merchant. This lack of enforcement not only allows the continued distribution of stolen designs but also puts consumers at risk of unknowingly buying and using infringing material.I am filing this complaint to request a formal review of Shopifys compliance process and to urge them to remove or suspend merchant accounts violating copyright laws. This is a matter of public interest and digital integrity.Please keep my identity fully ************************************ best selling products *********************************************************************** ********************************************************************** ***************************************************************** ****************************************************************** ******************************************************************************************************************************** ***************************************************************** ********************************************************************** *********************************************************************** ********************************************************************************** ****************************************************************** *************************************************************************************** *******************************************************************

  Business Response

  Date: 23/05/2025

  Hi,
  
  This is ****** and I am a Support Lead here at Shopify.
  
  If you wish to report copyright infringement on a store you believe is using Shopify services, you can fill in the online form below:
  
  ************************************************************************;
  
  You can read more about Shopify's compliance with the Digital Millennium Copyright Act (DMCA)  at the link below:
  
  ***********************************************************************************************
  
  Best,
  ****** C | Support Lead
  

  Customer Answer

  Date: 23/05/2025

   
  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.
  
  Sincerely,
  
  Deals By Kona

• Initial Complaint

  Date:20/05/2025

  Type:Sales and Advertising 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 had a shopify account and out no were I received a email saying the account was being terminated and my funds were going ti be hold. I have contacted them to receive more information about why it was terminated and they only say your case will be escalated you will receive a email from ur team this have been going on and off now for over a month and I still have no response i owe a small business and i can afford to lose 1400 income

  Business Response

  Date: 21/05/2025

  Hi *********,
  
  I'm ******, an Operations Lead at Shopify, responding to your Better Business Bureau complaint 23355736.
  
  I acknowledge your concerns regarding your Shopify account. Due to the public nature of the BBB forum and our security and privacy protocols, I cannot address account-specific matters here.
  
  I've sent correspondence to the email address associated with your BBB complaint (reference ticket # ********). This secure channel is the appropriate way for us to discuss your situation in more detail.
  
  Please respond directly to that email so we can properly review your case. Once we connect through our secure support channels, I'll be able to address your concerns appropriately.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 02/06/2025

  Yes the problem was solved thank you 

• Initial Complaint

  Date:20/05/2025

  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.

  I created my Shopify account and was running my business honestly. My customer received the package, but still opened a dispute. Instead of allowing me to explain or provide any proof, Shopify immediately banned my account without any fair **************** has now been over a month, and I still havent received a single proper response. Ive contacted live chat support at least 7 times, and every time they just say, Your account is under review. No updates. No follow-ups. No resolution.This is extremely frustrating and unacceptable. I put genuine effort into my store, fulfilled all orders properly, and this is how Shopify treats honest sellers? Shameful support and terrible platform for small businesses. Shopify, do better.

  Business Response

  Date: 24/05/2025

  Hello Dicro Delights,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your store. 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 you have been in contact with our Merchant Trust Team via ticket id: ************************************ and we have reinstated your account. 
  
  Please note that you may need to select a paid subscription plan for your store when logging in.
  
  Thank you,
  *****

• Initial Complaint

  Date:20/05/2025

  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.

  I finally finished creating my new business website through Shopify which I was so excited about, until a few days later after getting several orders from family I receive an email that my business has been "terminated due to activity that is not, or that we suspect is not, a legitimate commerce practice. This type of activity damages consumer trust and is a violation of Shopify's Terms of Service. As a result, we will no longer host on Shopify and your account has been closed. The full amount of your store's pending payouts are typically held for 120 days by the processor." Terminating my store with NO OTHER EXPLANATION than this is bad enough but them to HOLD MY FUNDS FOR 120 DAYS... I am shocked!I immediately read on to see I could submit an appeal, which I did several times all to get an error message that it was unsuccessful and to reach out to customer service. So I did but only through chat since any contact phone numbers seem impossible to find. The representative said he would notify the "security team" of my issues and have them reach out to me. I do not expect to hear back from them. I want to fix this, but I also want to know EXACTLY why my store was terminated. I do not believe I am in violation of Shopify's Terms or Service, but I am still learning. So if i am in violation I NEED TO KNOW HOW SO I CAN FIX IT! I need the security team to EMAIL me so I can provide the supporting documents, since their online form is not working. I have several pending orders I now can not access or fulfill. The weeks I've spent getting my store ready to launch now seem pointless since I'll most likely switch to another domain host. I don't understand how a company can do this to a new business owner.... I am angry and just need SOMEONE to reach out to me with details and a way to correct this.

  Business Response

  Date: 20/05/2025

  Hello Macy,
  
  My name is *****, I'm an Operations Lead with Shopify. 
  
  If you wish to appeal this decision, please click on the link provided in ticket ID ************************************. For any questions or concerns, direct them to this ticket, and the specialist assigned to your case will gladly assist you.
  
  Best Regards, 
  
  
  *****
  Operations Lead, Shopify
  
  
  

  Customer Answer

  Date: 20/05/2025

  Complaint: 23353296
  
  I am rejecting this response because:
  I have followed the link several times and every time I have received the attached error message when trying to submit my documentation required for the appeal. I did contact customer service and they were un-able to help since this is dealing with a specific "security department". 

  I will reject responses until someone reaches out to me via email so I can send over my documents.

  I will reject responses until I am told the exact reason why my store was terminated.

  I will reject responses until I have access to see and complete my orders waiting for fulfillment. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 28/05/2025

  The original appeal link is no longer working, I am receiving an "invalid state parameter" error. I have received no communication from anyone. Shopify chat isn't helpful because this appeal department is separate from the rest of the support team. I don't understand how I'm supposed to correct this if I can't get in touch with anyone. Please contact me. 

  Business Response

  Date: 29/05/2025

  Hi ****,
  
  ***** here from Shopify. Thanks for your reply. 
  
  Please refer to ticket ID ************************************ for an important update regarding the status of your store. Should you have any questions, you can direct them to the specialist dedicated to your case in the same ticket.
  
  Thank you.
  
  
  Blake 
  Operations Lead, Shopify

  Customer Answer

  Date: 31/05/2025

  Complaint: 23353296
  
  I am rejecting this response because:

  You have continued to provide me with a Ticket # to get more information and help. I am in contact with someone now after 10 days of the shut down of my website, with the most vague explanations. Prior to being in touch with this "specialist" no one else with Shopify support could help due to the secretive nature of this "investigation department".

  My website has now been reinstated, which I am extremely thankful for. But I still am not being provided with any explanation of why it was shut down to begin with. I am being told "for security and privacy reasons we are unable to divulge the results of our reviews and investigations"... about my own website. 

  
  You can't give me information about the investigation of my own website? 
  I've reviewed all 24 pages of Shopify's Terms of Service, but it would be quite impossible for me to remember everything. I do not want to have this disruption with my store again, and really would like to learn from any mistakes I have made. 
  Even if it's not specifically the reason, could you can give me the category/section of the Terms of Service I violated? I would really appreciate it. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/06/2025

  Shopify has reached out to me via email and confirmed when my account was reviewed, no violations were found. My shop is back open and I've gotten my question answered so I don't believe mediation is needed. 

  Thank you so much for helping me get this fixed!