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:19/05/2025

  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 have two Shopify Accounts linked to the E-Mails: ************************** and ************************* Shopify has not deleted my accounts. Additionally, unauthorized charges have been made to my bank Account without my consent. I have repeatedly asked for a refund and deletion of my data, but I have not received any response or Action. I request immediate deletion of all my personal Data and accounts, a full refund of the unauthorized charges, and confirmation that These actions have been completed!

  Business Response

  Date: 28/05/2025

  Hi Darina,
  
  My name is **** an Operations Lead at Shopify. Thank you for reaching out about your account deletion request. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you two emails with ticket numbers #******** and #********. Please respond to those emails directly and provide the requested information so that we can proceed forward with completing your request.
  
  Thanks,
  
  Lex | Shopify Operations Lead
  
  

• Initial Complaint

  Date:16/05/2025

  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 have been experiencing issues with my payout since 12/23/2024. You can only chat with **** although we pay a monthly support fee. Since 4/16 I have been waiting for a payout that was paid by my customers to place orders. I have talk to several **** and given instructions. Followed the instructions and my funds still have not been released. This is causing me more money due to chargebacks from the customers. I have escalated this issue and the **** close the tickets after a few days and I am stuck starting over. There is no live support available and only done via chat. I finally googled a number and got to a live person who could only put in yet another ticket. Shopify has my payouts for my orders and there is a failed system payout issue and no one has figured out what is wrong. I really need help getting this solved asap. I have been waiting for over a month now.

  Business Response

  Date: 22/05/2025

  Hello Jasmine, 
  

  I am *****, a Support Lead here with Shopify. 
  

  Payout holds are part of the security procedures that Shopify has to ensure accounts are fully protected. Your store had a number of failed payouts which caused the hold as this can be a sign of a compromised account. 
  Our Account Security Specialists wrote to you on May 12, 2025 on Ticket ID : ************************************ and advised on the steps to take to be able to change your bank account number. Once this change has been made by you it will instantly trigger your payout to be transferred.
  
  Please look in your email accounts, including your spam accounts for that Ticket ID and follow the steps. I hope this resolves your issue. 
  

  Regards
  

  *****

  Customer Answer

  Date: 22/05/2025

  Complaint: 23336829
  
  I am rejecting this response because:

   

  I have already followed the instructions a number of time. Shopify is failing to authorize the payout because a systematic issue on their end. I have updated the banking information and verified several times and it so not allowing me to update. The error message is saying I need to contact a support advisor. I have been saying this for over a month. Here are the screenshots of the last support advisor explaining the issue and putting in an escalation ticket. I have yet to get a live *** who can understand what is going on. I keep receiving the same instructions that is not working for my account. This needs to be an issue fixed on their end. I have attached yet again the screenshots above from May 12 and May 17tth and I still have not heard from the team or a follow up

  The fact that I can't give live help makes no sense and this is a service I pay for. I have followed the instructions and sent message saying that is not working for me because there is a security system issue. Please read all notes on my account

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

  Business Response

  Date: 04/06/2025

  Hello Jasmine, 
  

  ***** here again from Shopify.
  

  I have spoken with our internal specialist teams and I also see that they have been reaching out to you via multiple tickets. I am working with them directly to get the issue resolved as quickly as possible. I have also sent you a message directly via email on Ticket ID : ******** that you can reply to as a central point of contact.
  

  Regards
  Orson 
  

  
  

• Initial Complaint

  Date:15/05/2025

  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 have been in business going on 27 years and have switched my retail store POS system to Shopify back in Sept. 2023 at my new location. They are holding an unjustified "reserved" payout amount of $6,180.23 amount listed below. I have called numberous times with hour plus phone calls trying to get my payout paid to my account. Every ******************** customer service respresentative can find no reason they are holding this money as well I just found out there is a weird "mistake" that the money is set to a release date of 2099! The representatives have sent me an email and put me supposedly to hightened reslove ticket, but still no payout and no response from the Shopify accounting team. I am a small business and I need my funda as soon as I make them to run my company. My account is in perfect standing I show no chargebacks or any red flags according to Shopify and I need this mistake remedied immediately. No communication, no reason, very dissapointing to work so hard and not be able to have my own companies money. Not even the decency of a return email from people who handle these mistakes. Terrible, in all my years, I didnt know a huge company like Shopify could "steal" money from a small buisness owner. Could'nt even imagine this senario. And with a payout of 2099 which I was told was obvisously a mistake seems the whole thing is a mystery! Need to make a complaint here now as this is not an honest business practice...as well maybe Shopify can pay me interest for the loss of my money in my high yeild accounts and not having my money to pay payroll, rent , merchandise etc. Plus the hours of dealing with this to no avail. Very frustrating to say the least!

  Customer Answer

  Date: 16/05/2025

  I have added the ticket number I was given as well the email I finally did receive after my last phone call to Shopify on May 8th.  I have called numerous times.  Also the name of my business is ****** ******* or ****** ******* Boutique in Shopify.

  Thank you for your timely response. 

  Customer Answer

  Date: 16/05/2025

  I have added the ticket number I was given as well the email I finally did receive after my last phone call to Shopify on May 8th.  I have called numerous times.  Also the name of my business is ****** ******* or ****** ******* Boutique in Shopify.

  Thank you for your timely response. 

  Business Response

  Date: 22/05/2025

  Hello ******,
  

  I'm *****, a Support Lead at Shopify. 

  This issue has been ongoing, and our Recovery Team has reached out to you directly multiple times about it. Your Shopify Payments Account is managed by **************** on Shopify's behalf, specifically ****** in this case. If there are any legal issues with an account, ****** may withhold payments, and Shopify provides the necessary steps to address the problem. We first communicated this to you on March 27 via Ticket ID: ************************************, and again on May 15 through Ticket ID: ************************************.
  

  To resolve the issue, please follow the steps outlined in those tickets.
  Best regards,  
  *****
  

  
  

• Initial Complaint

  Date:15/05/2025

  Type:Service or Repair 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 received an email saying I should do a survey and we would get a $100 gift card for participating, which I did. I did the survey less than 2 minutes after receiving it. I reached out to customer service and they assured me that I would receive the gift card and assured me that I was a part of the 25 first responders that would get the card. Now they are saying otherwise. I need the gift card that was promised to me. I have asked to speak with a manager and the customer service kept sending me the same automated responses. This is unacceptable and unethical of them. I have been doing business with them for years. I didn't expect this from them. If you promise a customer something, you should make sure the promise is fulfilled, especially since I was assured multiple times I would get the card and I took time out to do the survey. Please provide me with my gift card

  Business Response

  Date: 19/05/2025

  Hello Mickalia,
  
  I'm ****** from the Shopify Operations team following up on your Better Business Bureau case (reference #********).
  
  For security and privacy reasons, we're unable to address account-specific details within BBB's public forum. I've sent you a private message at the email address provided in your complaint (support ticket # ********), which will allow us to discuss your situation securely and in greater detail.
  
  Please check your inbox and reply to that ticket. This will allow us to have a confidential conversation and work toward resolving your concerns through our secure support channels.
  
  Looking forward to connecting with you there and helping address your situation.
  
  With appreciation,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 20/05/2025

  Complaint: 23335048
  
  I am rejecting this response because: I have replied in the email you sent however I want this to remain open until my issue is resolved. Thanks looking forward to getting a resolution 
  
  
  
  Sincerely,
  
  Mickalia ********

  Business Response

  Date: 27/05/2025

  Hi Mickalia,
  
  As noted in ticket # ********, we need to complete the required authentication process before we can move forward with your case.
  
  Due to the public nature of the BBB forum, I can only share limited details here. BBB complaints require specific verification protocols to safeguard our merchants information.
  
  Regarding your request for removing a specific email, this action can be completed by account administrators. You can find detailed instructions in our help resource shared below:
  Shopify *********** | Managing users: *****************************************************************************
  
  Once this verification step is completed, we can continue to address your concerns.
  
  Sincerely,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 29/05/2025

  Complaint: 23335048
  
  I am rejecting this response because: BBB needs to know how ridiculous you guys are , I have been verified by two other agents but now you people want to get a reply form the store owner ? When I am just a employee ? LOOOOL you people are sick . As soon as BBB close this complaint I will make sure to make a review about you people 
  
  
  
  Sincerely,
  
  Mickalia ********

• Initial Complaint

  Date:15/05/2025

  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 termination of my store on April 10, 2025, and the previous reply from your team, Ive yet to receive any resolution or ********* store had over 200 active orders requiring fulfillment, and $30,000$40,000 in pending payouts. Every day without access increases chargebacks, damages our merchant record, and leaves customers in the dark.Please provide a status update from the specialist team you mentioned. Im requesting immediate access or at least the ability to update order tracking and the payout method.Our store was in good standing, with 100% fullfilled orders, up to date tracking, a good product, and happy customers. Since your wrongful termination things have started to get worse and we cant address customers compliants without access to the store. This matter is urgent and severely affecting my team and business.Sincerely,******

  Business Response

  Date: 20/05/2025

  Hi ******,
  
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  Please refer to ticket ID ************************************ for an update regarding your case. You may direct any questions or concerns to that ticket, and the specialist dedicated to your case will be happy to assist.
  
  Best Regards,
  
  
  *****
  Operations Lead, Shopify

• Initial Complaint

  Date:14/05/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Shopify Partner Governance for the unjustified closure of my Shopify Partner Account associated with ********* and the withholding of generated payouts without any clear reason or proper communication.Details of the Complaint:Company Name: Shopify Inc.Account Name: ********* Ticket ID: ************************************ Registered Email: ******************** On 7 Avril, I received an email from Shopify Partner Governance stating that my account was permanently closed due to an unspecified "level of risk," and all payouts were withheld. I can confirm that my application, a Translation App, was launched just 7 days before the closure and strictly adhered to all of Shopifys Partner Program ************ Link: ******************************************************** Attempts to Resolve the Issue:I have contacted Shopify Support over 40 times with no response or meaningful follow-up.I have replied to all emails from the Partner Governance team and submitted additional context, yet I received no communication back.I also sent a request to update my bank information or switch to ****** to release the pending payout, as my Partner Dashboard is inaccessible.Complaint Summary:I believe Shopify's actions are:Unjustified and Unexplained: There was no clear reason provided for the account closure.Unresponsive: Multiple attempts to reach Shopify Partner Governance have been ignored.Unprofessional: Critical payouts have been withheld without an option for appeal or resolution.I am requesting the BBB's assistance to:Investigate Shopify's Partner Governance practices and communication policies.Ensure I receive a clear explanation for the account closure.Facilitate the release of my pending payouts as I have provided all the necessary information to Shopify.I appreciate your urgent attention to this matter and hope to find a resolution through your support.Sincerely,

  Business Response

  Date: 21/05/2025

  Hello Mohssine
  

  I am *****, an Operations Lead here at Shopify. 
  

  All accounts, including Partner Accounts, on the ******************** are subject to reviews at any stage and possibly multiple occasions of their life on the platform. These reviews are standard and are for our **************** to ensure that all accounts are operating within our **************** and our Acceptable Use Policy. 
  

  Sometimes these reviews find that Shopify is unable to support a store or partner. If this is the case the account will be removed. Our teams have reached out to you on Ticket ID : ************************************ and given the information they could. Reviews are internal and for security and privacy reasons findings cannot be disclosed. Please reply to the open ticket if you have any more questions.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 22/05/2025

  Complaint: 23331536
  
  I am rejecting this response because:
  
  I am writing in reference to the closure of my Partner account under case number 651dde85-f898-4c37-a915-d173b328b54c. I received an email stating that my account was closed due to "risk activity." However, I want to firmly state that I have not engaged in any illegal or prohibited actions. I am fully prepared to provide any necessary documentation or evidence to support this, and I am also willing to comply with any legal process if any violations are identified.
  If Shopify has decided not to reinstate my Partner account, I respectfully request that my pending payout (revenue generated from my app) be released. Despite contacting support over 40 times and replying multiple times to the closure email, I have received no clear response or assistance regarding the status of my payout.
  It has now been over 30 days since the issue began, and I find the lack of communication and professional support extremely frustrating and disappointing.
  Please treat this matter with urgency and let me know how I can proceed to resolve it as quickly as possible.
  
  Sincerely,
  
  Mohssine Znibi

  Business Response

  Date: 04/06/2025

  Hello Mohssine,
  

  ***** here again from Shopify. 
  

  As I have previously advised, routine reviews are carried out on both Merchant Accounts and Partner Accounts on the ******************** Platform. These reviews cover all possible aspects of an account. Not all accounts are supportable by Shopify and if this is the case from the findings of a review the account is removed. These actions are final. If there are any payouts due, these are paid out in the standard timeframe. 
  

  We now consider this matter resolved. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 10/06/2025

  Complaint: 23331536
  
  I am rejecting this response because:
  
  Hello Dear first,
  
  Im owner of the Partner Account that was recently terminated "*********". I want now just to help get my payout and it's more than 60 days i try to contact shopify team or some one from right departement to help me but, I have not received any reply through:
  
  Shopify *********** tickets
  
  The governance team email
  
  Direct support or partner channels
  
  I fully respect Shopifys right to choose who it works with, and I am not contesting the decision to close my account.
  
  However, I believe it is only fair and professional to respond to payout-related inquiries. It has been over 60 days since the account was closed, and there has been no communication or status update about the release of the final payout.
  
  This level of silence reflects poorly on a company known for supporting entrepreneurs and developers.
  
  I kindly request:
  
  A clear confirmation that my final payout will be processed, and
  
  A realistic timeline for the payout release.
  
  I do not want conflict. I simply want a fair conclusion to this matter.
  
  Thank you for your time and attention.
  
  Regards,
  *********
  ********************************
  
  Sincerely,
  
  Mohssine Znibi

  Customer Answer

  Date: 12/06/2025

  Hello Dear, My name is Mohssine Znibi owner of ********* partner account, and Im reaching out because Ive exhausted all official channels with Shopify regarding a Partner Account that was closed without any proper explanation under this Ticket ID: ************************************. I fully accept that Shopify may choose not to support certain accounts. Im not asking for reinstatement, and I fully respect Shopifys final decision. However, since my account was closed, Ive been waiting over 60 days for my final payout without a single email response from governance, support, or billing. I have a BBB complaint open (#********) where I explain everything in detail, but no one from Shopify has followed up beyond a generic closure message. I am reaching out respectfully to ask: ?? Could you please help me escalate or direct this internally so that my final payout can be released? Im not trying to argue or get the account back. I just want what I legally earned from my work on the platform. This kind of silence on a financial matter is deeply disappointing from a company as respected as Shopify. Thank you in advance for your time. *********

• Initial Complaint

  Date:14/05/2025

  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 abruptly suspended my business, "Brownie's Merch," on December 2, 2024, without clear justification, contrary to their stated policy. Despite immediate compliance with all requests, Shopify has ignored this issue for over five months, with no explanation or resolution. -Shopifys "Specialized Team" has completely failed to contact me or resolve the issue, despite repeated explicit promises from support representatives (at least 6 documented assurances) since December.-Suspension without justification or prior warning. I can't even log in.-Over five months with zero communication from Shopifys promised "Specialized Team" despite at least 6 assurances.-Hours wasted in multiple unproductive interactions with support.-Funds withheld by Shopify Payments, preventing fulfillment or refunds for November 2024 orders.-One severely dissatisfied customer regularly harasses me, blaming me publicly for Shopifys failures, and demanding compensation.-Significant financial and reputational damage, including ruined first brand launch.-Subscription expenses to Shopify and Printify despite inability to use these services.I AM HAPPY TO PROVIDE EXTENSIVE EVIDENCE TO ALL CLAIMS MADE HERE

  Business Response

  Date: 19/05/2025

  Hi ********,
  
  My name is ******, an Operations Lead at Shopify. I'm reaching out regarding your recent BBB complaint 23330104.
  
  I understand you have concerns that need to be addressed. However, due to the confidentiality of account information, I'm unable to discuss specific details in BBB's public forum. 
  
  To ensure we can properly assist you, I've sent a message to the email address associated with your complaint via support ticket # ********. Please respond to that ticket so we can address your concerns securely through the appropriate channels.
  
  Warm regards,
  ****** | Operations Lead, Shopify
  
  

• Initial Complaint

  Date:14/05/2025

  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 writing to complaint about Shopify and an issue with their webstore product, i raised this issue with support but have not received any resolution, instead advised that they appreciate the feedback, there was no offer to specifically fix the issue.The issue we raised is that when customers login to our store they are shown the wrong Shopify based URL, so instead of seeing ******************** or a *********** based domain, they see ********************************************************************** have emailed us in concern, as they think it might be a scam site or something along these lines, and it is completely understandable.I provided an example to the shopify support team when raising the complaint:If i go to ********* and it directs me to the login page ***********************************************? and then switches back to *********, would that make sense?When we compare against a bigger client like Gymshark, they receive their own URL for customer login, but are a ********************** plus merchant, who pay over $2000 a month, this fix should not be restricted to people paying this fee each month, it is a basic requirement to ensure customers are not confused or concerned in doing business with our company.I reported this to shopify but have not received a confirmation it will be resolved, it is instead treated as feedback, and i am left with the problem, I attached an example email showing customers emailing in about the issue.

  Business Response

  Date: 22/05/2025

  Hi Kieran,
  
  My name is ****** and I'm a Support Lead here at Shopify. It sounds like you've encountered some issues with your domain on the customer login page and I'm here to provide you with some next steps.
  
  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. 
  
  To help assist you further, our team has contacted you within Ticket ID ********. If you have any further questions or concerns regarding this issue, please work with our team in this ticket, so that we can provide you with tailored support.
  
  Thank you,
  ****** | Shopify Support Lead

  Customer Answer

  Date: 22/05/2025

   
  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.
  

  I may have received wrong information from support initially which resulted in this escalation but the issue has now resolved itself
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:13/05/2025

  Type:Customer Service 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 against Shopify Inc., a U.S.-based e-commerce platform provider, for unjustifiably freezing my business payouts and refusing to provide proper support or justification.I am a small business owner selling legal clothing products through Shopify. My store has had:No chargebacks No customer disputes No policy violations All orders fulfilled and delivered Despite this, Shopify froze my first payout without warning, citing vague "risk factors" with no specific explanation. When I reached out for clarification, I was met with copy-paste replies about internal processes and told they could not release the funds. They also insisted I use a different payment gateway moving forward without addressing the frozen funds I already earned.Furthermore, attempts to escalate or reach real support were ignored. I was repeatedly told they had a "high volume of requests," effectively stonewalling any real resolution.This behavior is unethical, predatory, and potentially illegal. Shopify allowed my store to process payments, fulfill orders, and collect revenue, and then withheld the proceeds. As a platform handling financial transactions, they have a responsibility to act transparently and in good faith. They have failed on both counts.I am requesting the following:Immediate release of my frozen funds A full explanation for the payout hold Accountability for Shopify's lack of merchant support

  Customer Answer

  Date: 14/05/2025

  I am submitting this complaint regarding Shopifys unjust actions in freezing my account balance and withholding my funds despite my full compliance with their policies.
  
  I respect Shopifys rules and have always operated my business in adherence to their guidelines. Shopify informed me that they were withholding my funds to prevent chargebacks or refunds. While I understand that platforms sometimes require a deposit to mitigate potential risks, I have experienced an entirely different situation.
  
  In the two months that I have used Shopify, I have not had a single chargeback or dispute. Some customers have already received their products, and there have been no complaints or issues with any transactions. Therefore, the claim that my funds are being withheld to cover potential chargebacks is not only misleading but factually inaccurate.
  
  Despite my clean record, Shopify froze the entire balance of my account and labeled my account as high risk. This decision was made without any valid reason or evidence of dispute, chargebacks, or fraud on my end. Shopifys actions are inconsistent with their own explanations and appear to be an arbitrary abuse of their policies, depriving small merchants of their hard-earned funds.
  
  I find this behavior to be both unjust and potentially illegal. Shopify is using vague excuses to withhold money from small business owners like myself, without providing any transparency or justifiable grounds for their actions. This is unacceptable and harmful to small merchants who rely on these funds to operate their businesses.
  
  I request that Shopify immediately release my frozen funds and provide a clear, written explanation of the specific reason for this freeze. Without any chargebacks or disputes to back up their claims, this entire situation appears to be a case of Shopify withholding funds without justification.
  
  Thank you for your attention to this matter. 

  Customer Answer

  Date: 16/05/2025

  Name:
  ****,*** TAI
  
  Business Name on Shopify:
  ****************************
  
  
  Merchant Since:
  March 2025
  
  Amount Frozen:
  HK$12,925.73
  
  Details of the Issue:
  We have operated our Shopify store since March 2025 and have maintained a flawless record:
  
  Zero chargebacks
  
  Zero disputes
  
  All orders fully fulfilled
  
  All requested documents submitted promptly when asked
  
  Despite this, Shopify has frozen our payout balance of HK$12,925.73 and provided no clear reason. We received only a vague, copy-paste response referencing chargeback risk and payment processing history, both of which do not apply to us. When we requested details, they refused to provide any transparency or specifics regarding their internal review process.
  
  Their only suggestion was to switch to a third-party payment gateway without resolving the frozen funds or even acknowledging the documentation we submitted. This is a bait-and-switch tactic that places enormous stress and financial pressure on small businesses like ours.
  
  We believe Shopify is engaging in unfair and unethical business practices:
  
  Freezing legitimate funds without evidence or due process
  
  Refusing to disclose review findings or timelines
  
  Sending automated, non-responsive emails to serious inquiries
  
  Ignoring the rights of small merchants who depend on their platform
  
  What We Are Seeking:
  The immediate release of our full frozen balance (HK$12,925.73)
  
  A formal explanation for the freezing action, supported by evidence
  
  Acknowledgment of their failure to communicate transparently or fairly
  
  Shopify claims to support small businesses, yet their actions show complete disregard for our livelihood. This practice is not just unfair its potentially deceptive and damaging.
  
  I urge the BBB to investigate Shopifys conduct and help hold them accountable.

  Business Response

  Date: 23/05/2025

  Hello *** ***,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead at Shopify.
  
  After conducting a comprehensive review of your appeal and consulting with the Merchant Trust team, we must reaffirm that your business is classified as presenting a level of risk that does not meet the eligibility criteria for Shopify Payments.
  
  You are still able to use Shopify with alternative payment gateways to process your transactions. For a list of available third-party payment gateways, please visit:******************************************************.
  
  Regarding the decision to withhold funds for a period of 120 days, this is a standard part of our risk management protocols, designed to protect transaction integrity and security. The reserve is specifically in place to help manage any potential chargebacks or refunds that may arise. While we understand your confidence in the legitimacy of the orders, this process is necessary, as customers have the right to file chargebacks with their issuing banks for up to 120 days from the transaction date. The funds will be released at the conclusion of the reserve period on August 30, 2025.
  
  If your chargeback rate drops below 1% after 60 days from the start of this reserve period, please do not hesitate to reach out to us. We can reassess your account for a potential early reduction or complete removal of the reserve.
  
  For any additional questions concerning your case, please continue contacting the Shopify Merchant Trust team using Ticket ID: ************************************, as they are best positioned to assist you further.
  
  Thank you for your understanding.
  
  All the best,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 30/05/2025

  Complaint: 23322069
  
  I am rejecting this response because:
  I am writing to express my deep frustration and disbelief at the ongoing hold on my account funds, which ******************** has set to remain frozen until August 30, 2025. While I understand the general concept of reserves for chargeback protection, the way this situation is being handled feels both excessive and unjustified and at this point, I have reason to believe this may be intentional misconduct.
  
  Let me be clear:
  
  Our store has a 0% chargeback rate historically and in the past 30 days.
  
  We ship all orders on time, maintain excellent customer communication, and have received zero refund requests or complaints.
  
  There has been no risk activity to justify a 100% fund freeze.
  
  We are not asking for a full release, only a reasonable partial payout of available funds to maintain our operational needs something any responsible payment processor would consider when dealing with a proven merchant. Yet Shopify continues to withhold everything, without meaningful explanation, transparency, or good faith engagement.
  
  This is not the first time Ive seen or experienced this kind of behavior from Shopify, and based on what Ive learned from other merchants, this appears to be part of a pattern of stalling or deliberately restricting funds even when no violation exists. That is unacceptable.
  
  The burden your platform has placed on our business is significant, and I urge you to reconsider this hold immediately. Continuing to lock all funds while offering no support or communication undermines any sense of trust or fairness between merchant and platform.
  
  
  I request a serious review of this case, and a formal response from someone who can actually address this not another generic reply.
  
  
  Sincerely,
  
  *** ****,

  Business Response

  Date: 04/06/2025

  Hello *** ***,
  
  I hope this message finds you well.
  
  I would like to inform you that the Merchant Trust team has thoroughly reviewed your case under Ticket ID: ************************************. This team specializes in handling reviews of cases such as yours. Please be advised that their review is concluded, and the decision rendered is final. At present, your business has been categorized as presenting a level of risk that does not align with the eligibility criteria for Shopify Payments.
  
  However, you can still utilize Shopify by integrating with alternative payment gateways. For a comprehensive list of available options, please visit: ******************************************************.
  
  While we are unable to disclose specific details regarding our internal review processes, we can confirm that eligibility assessments take into account various factors, including chargeback risk, order fulfillment, the nature of products or services sold, and payment processing history.
  
  Concerning the reserve established on your account, this measure was implemented following a thorough review to mitigate associated risks. The reserve will remain in effect until August 30, 2025, as a precaution against potential chargebacks, which may be initiated up to 120 days post-transaction. The reserve will be released after this period.
  
  Should you have any further inquiries regarding your case, we encourage you to contact the Merchant Trust team directly, referencing Ticket ID: ************************************. They are best equipped to assist you and are handling all reviews and final decisions pertaining to your case.
  
  Thank you for your understanding.
  
  All the best,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 13/06/2025

  Complaint: 23322069
  
  I am rejecting this response because:
  
  Dear ****,
  Lets be honest this was never a real review. We submitted everything: real documents, legal business info, and order fulfillment evidence. Your team dragged the process out for months, pretending to evaluate our case, only to shut us down without transparency. This isn't about eligibility it's about Shopify freezing merchant funds and using vague risk language to justify it.
  We did not violate your terms. Our chargeback rate was extremely low. Orders were shipped and tracking was provided. There was no fraud, no deception. Yet you held our funds and banned us anyway. Your final decision hides behind secrecy and scripted responses, while were left without income for months just because Shopify can.
  The Merchant Trust team never contacted us directly. There was no fair review, no chance for rebuttal, just silence until you told us it's final.
  Its clear: Shopify uses risk as an excuse to lock merchants out and hold onto their money.
  We wont stay silent about it.
  
  Sincerely,
  
  *** ****,

  Customer Answer

  Date: 14/06/2025

  Thank you for your message regarding my complaint (ID ********* against Shopify Inc.
  I would like to accept the offer to proceed with formal mediation.
  To clarify my dispute:
  My Shopify account was paused on May 6, 2025. I had only started using the platform in March 2025. At the time the account was paused, I had zero chargebacks. Currently, I only have one chargeback in total, which occurred after the account was already frozen.
  Despite this low risk profile, Shopify labeled my account as high risk and froze my funds without a clear explanation. As of today, my funds have been held for over 30 days, with no progress or resolution. I have fully cooperated and submitted all requested documentation, yet there has been no fair response from Shopify.
  I am open to mediation and hope this process can lead to a fair resolution.
  Please let me know the next steps.

  Customer Answer

  Date: 14/06/2025

  Thank you for your message regarding my complaint (ID ********* against Shopify Inc.
  I would like to accept the offer to proceed with formal mediation.
  To clarify my dispute:
  My Shopify account was paused on May 6, 2025. I had only started using the platform in March 2025. At the time the account was paused, I had zero chargebacks. Currently, I only have one chargeback in total, which occurred after the account was already frozen.
  Despite this low risk profile, Shopify labeled my account as high risk and froze my funds without a clear explanation. As of today, my funds have been held for over 30 days, with no progress or resolution. I have fully cooperated and submitted all requested documentation, yet there has been no fair response from Shopify.
  I am open to mediation and hope this process can lead to a fair resolution.
  Please let me know the next steps.

  Customer Answer

  Date: 14/06/2025

  Thank you for your message regarding my complaint (ID ********* against Shopify Inc.
  I would like to accept the offer to proceed with formal mediation.
  To clarify my dispute:
  My Shopify account was paused on May 6, 2025. I had only started using the platform in March 2025. At the time the account was paused, I had zero chargebacks. Currently, I only have one chargeback in total, which occurred after the account was already frozen.
  Despite this low risk profile, Shopify labeled my account as high risk and froze my funds without a clear explanation. As of today, my funds have been held for over 30 days, with no progress or resolution. I have fully cooperated and submitted all requested documentation, yet there has been no fair response from Shopify.
  I am open to mediation and hope this process can lead to a fair resolution.
  Please let me know the next steps.

• Initial Complaint

  Date:12/05/2025

  Type:Delivery 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'm a new Shopify merchant who followed all the rules:? No chargebacks ? No restricted products ? All orders were shipped and delivered to customers ? Clear store policies and legal business setup And yet... Shopify froze my first payout without ********** detailed explanation. No chargeback disputes.This is NOT fraud prevention its financial abuse.Shopify is:Freezing funds from new, small merchants without proof of wrongdoing Withholding payments while ignoring or stalling support tickets Crippling businesses that depend on those payouts to survive and grow Meanwhile, they continue to profit off our sales, ads, and fees.I wont stay silent. And Im not the only one.We dont surrender to corporate capitalism.We build our businesses with integrity.And we will fight for what we earned.

  Business Response

  Date: 20/05/2025

  Hi, Kei.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  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 resources and instructions to help you resolve the issues youve described.
  
  I noted that the Merchant Trust team reached out to you, please search for Ticket ID: ************************************, sent on May 16. You can reply to that email with any questions you might have. 
  
  Best,
  ****** C | Support Lead 
  

  Customer Answer

  Date: 30/05/2025

  Complaint: 23321666
  
  I am rejecting this response because:
  Ticket ID: ************************************

  the case was submit . all document was  submit . but you never reply me . and this happened for a long time . I know shopify is manipulating the rules.
   Additionally, the quality of support provided by Shopifys customer service has been unacceptable and frustrating.
  
  Sincerely,
  
  Kei Wan Cenys ****

  Customer Answer

  Date: 03/06/2025

  lying 

  Customer Answer

  Date: 03/06/2025

  lying 

  Business Response

  Date: 10/06/2025

  Hi, Kei.
  
  As mentioned before, we are very limited in what we can discuss via the BBB. The correct way to proceed with any inquiries you have on this would be to reply to Ticket ID: ************************************.
  I see the specialist handling your case responded to you yesterday. 

  I recognize that you might find the level of detail around the closure unsatisfying, but we can not disclose details of our assessment.

  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 allowed to appeal the decisions and submit supporting documents to assist in reassessment. If documentation is not provided, or the documents provided are insufficient to show a store doesnt carry an unsupportable level of risk, the store may not be reopened.
  
  Best,
  ****** C | Support Lead

  Customer Answer

  Date: 11/06/2025

  Complaint: 23321666
  
  I am rejecting this response because:
  Hi ******,
  
  Lets be honest here I submitted all requested documents months ago and received no real response. It wasnt until I filed a BBB complaint that anyone from Shopify finally replied. That says a lot about how this case was handled.
  
  You now claim the documents were insufficient, yet nobody ever told me what was wrong with them, or asked for anything further. Thats not a review thats an excuse. I followed the appeal process exactly as instructed, but Shopify ignored it until external pressure forced a response.
  
  If the decision was truly fair and reviewed thoroughly, why was I left in the dark until I escalated the issue? Why cant you disclose any specifics?
  
  Youre using vague language about risk to justify holding my money, and thats unacceptable. I demand a clear explanation and a timeline for fund release.
  
  Kei
  
  
  
  
  Sincerely,
  
  Kei Wan Cenys ****

  Customer Answer

  Date: 12/06/2025

  We are extremely disappointed in Shopifys decision to terminate our store, especially after full cooperation on our part. All documents requested were submitted in a timely manner, including legal registration, identity verification, and fulfillment evidence. These materials were authentic and verifiable. At no point were we given specific examples of the alleged illegitimate commerce practice. Instead, we received only vague accusations that directly contradict the facts. Our chargeback rate was minimal, refund rate zero, and customer satisfaction high. For months, we operated in compliance with Shopifys policies and were never warned or flagged. The sudden store closure, paired with a 120-day fund hold, is not only damaging to our business but appears punitive and arbitrary. Moreover, your communication implies that our appeal was reviewed yet you offer no detail or explanation. We have strong reason to believe the appeal was ignored, or at best dismissed without merit. We therefore demand full transparency about the termination rationale, documentation of the review process, and immediate reconsideration. This decision has significantly impacted our operations, reputation, and financial stability. Without due process, this action represents a serious breach of trust and could warrant legal escalation.