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:08/05/2025

  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.

  Seeking for an answer why my online store suddenly just terminated by Shopify. Its impossible to get hold of a person to talk to. And the team support is not allowed to discuss due to limited access only certain department can only discuss about it which they are not available. My concern was i have pending order/payments with that account and i have no access to the account. I sent my I.D per request.

  Business Response

  Date: 14/05/2025

  Hi ******,
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  I understand that your store has been terminated by our Trust team. Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information that should be useful to you. 
  
  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.
  
  I recognize that you might find the level of detail around the closure unsatisfying, but we cannot disclose details of our assessment. 
  
  This information has been communicated through ticket ID: ************************************. Please refer to that ticket for any further inquiries, as our Merchant Trust team is specially equipped to address your questions.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 23/05/2025

  Complaint: 23305331
  
  I am rejecting this response because:
  
  Shopify is holding my outstanding funds for not having clear explanation. I spoke to support team and cant give more details due to very limited access in their end. I just want to get my payouts but only Account Team can explain why funds are on hold.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/06/2025

  Hi, *******.
  
  This is Lumen from Shopify and I appreciate you for providing the details.
  
  I acknowledge your concerns regarding the payout hold following your stores termination. Please continue to communicate with our team through ticket ID ************************************ regarding your questions, as they are best equipped to assist you.

  Thank you for your understanding. 

  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:08/05/2025

  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 built and opened my shopify e-commerce store in November 2024. I am an artisan craftsman who hand-makes wooden flutes. My business is just me and my wife, handcrafting items and doing our best to start a business to support our family. I finally in April 2025 made my first sale through my website. A verified person reached out to me on my contact form, we went back and forth and I created a custom order invoice for him. He filled it out and paid. Within an hour Shopify sent me an email out of nowhere saying that my account has been terminated, my website no longer hosted, and denied access to my account. This was with 0 prior warnings, any information as to why my account was being terminated, or any chance to fix any issues. I submitted an appeal form, which was very informal and didn't seem legit, and have only been able to talk to AI chat bots who have no interest or ability to help me resolve my issue. I cannot access the clients information (such as shipping address) and they are holding my/his money for 120 days. That was 3 weeks ago. I have tried to get support 3+ times, with no real person helping me, and no response back. Just told to wait to get an answer that may never come, or may tell me I still have no website, no domain name, no refund for the subscription money I paid, and of course no compensation for the hours and money I invested in building my site.I can't even get into my account to move my domain name (the thing I've been working on building up to my client base) to a new hosting website because I can't get into my account. No refund. No help. No alternatives. No warning. NO SUPPORT. I honestly feel like I've been scammed by one of the largest e-commerce platforms there is. As a small business owner this is DEVASTATING. There is no excuse. I need Shopify to reach out and resolve this issue and I need other people to know what happened so they can choose to spend their time and energy on a different website hosting service.

  Business Response

  Date: 14/05/2025

  Hi ********,
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  I understand that your store was terminated by our Merchant Trust Team and that you submitted an appeal for review. Im pleased to inform you that the team has reviewed your appeal and reinstated your store.
  This information has been communicated via ticket ID: ************************************. Please refer to that ticket for any further inquiries, as our Merchant Trust team is specially equipped to assist you with any questions you may have.
  
  Thank you for your patience and understanding during this process.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:07/05/2025

  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.

  Shopify froze mall store off the word of someone sent copyright issues when I brought this theme off of Etsy and showed simplify that I brought this theme and the copyrights to it . They froze my store. I cant make any money and I want a conversation for this. Im losing money because it is.

  Business Response

  Date: 12/05/2025

  Hello *******, 
  
  My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out to us in regards to your store being froze due to ***** licensing.
  
  Your store was disabled after we received a valid DMCA notice claiming the Norah ***** is an unlicensed copy of the Impulse *****, which can be found in our ***** library: ************************************************************************;
  
  As stated in the emails with our Trust & Safety under ticket ID ************************************, an Etsy receipt does not provide the license required to use Impulse on ********************. You can find more information about our licensing and transfers here: ***********************************************************************************
  
  To restore your store, please reply to the ticket with one of the following:
  1. Confirmation that you have removed or replaced the *****
  2. Proof you purchased Impulse directly from the Shopify Theme Store, or
  3. A complete DMCA counter-notice (instructions were in their earlier email).
  
  Once we receive one of these items, we can re-enable the store. 
  
  If you need help removing the ***** or buying a licensed one, our Support team is available 24/7.
  
  Thank you,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:06/05/2025

  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.

  Dear Shopify Team,As of today, 336 days have passed since the hold on my account funds begandating back to June 4, 2024. Despite submitting 12 support tickets and pursuing multiple escalations, I have yet to receive a resolution or a substantive response.While I understand your standard 120-day fund hold policy, we are now more than seven months beyond that timeframe. This extended delay is not only unreasonableit is unacceptable.I have remained patient and professional throughout this process. However, the ongoing lack of transparency and accountability raises serious concerns about whether this hold constitutes a permanent withholding of funds disguised as a temporary measure.Due to the excessive delay and lack of response, I have taken the following actions:Filed a formal complaint with the Better Business Bureau (BBB)Submitted a report to the ************************************ (****)Begun preparing for legal action to recover the funds owed This message serves as my final attempt to resolve this matter directly with Shopify. I am requesting an immediate response from someone with the proper authority and the prompt release of all funds due. If I do not receive a satisfactory resolution within seven (7) business days, I will proceed with further legal action.Sincerely,**** De la **** ****************************************************

  Business Response

  Date: 14/05/2025

  Hello ****,
  

  I am *****, a Support Lead at Shopify.
  

  I understand you're experiencing issues with your payouts. I want to clarify that there is no payout hold originating from Shopify on your account. The reason your payouts are not being sent is due to a hold placed by your bank on the attached account. This is unrelated to Shopify.
  

  Our Money Specialists have contacted you multiple times regarding this issue. The details and necessary steps to resolve the bank hold and update your account information have been resent to you in Ticket ID: ********. Please follow those instructions carefully to resolve the bank hold.
  

  Once the bank hold is resolved, please refer to Ticket ID: ************************************ to complete all remaining steps required to have your payouts processed and sent to you.
  

  I hope this clarifies the situation and helps you resolve the issue.
  Regards,
  *****
  

  
  

  Customer Answer

  Date: 20/05/2025

  Complaint: 23295832
  
  I am rejecting this response because:
  
  Your team did in fact reply to me contradicting your reply here. As you'll see in the attachment your team admits that your Shopify Balance account was the reason for this hold, and while Shopify said they're were going to fix it by transfering it to the Payments Team, now the payments team is saying they ALSO can't do anything to help. This is is NOT A RESOLUTION. In fact they're referring me back to the ticket that still has not seen a reply since June 2024. 

  I expect a REAL RESOLUTION for god sake.
  
  Sincerely,
  
  **** De La ****

  Customer Answer

  Date: 21/05/2025

  You're FLAT OUT LYING. SEE ATTACHED IMAGE SHOWING YOUR LYING. How the fat flying f*** can the operating team fix my bank account unless its a ******************** RELATED ISSUE. Shopify lying and fix the f****** issue.

  Customer Answer

  Date: 21/05/2025

  Dear BBB. Shopify is doing nothing to fix or resolve the issue and instead is deciding to say one thing to BBB and another thing via the Support emails. This is not only unprofessional but it shows how deceitful the organization is. Please step in in any way possible

  Business Response

  Date: 28/05/2025

  Hello ****,
  

  ***** from Shopify again.
  

  When we recommend linking back to your support ticket, it's to ensure you receive the most current and accurate information. Your open tickets are directed to the appropriate teams with the specific expertise needed to resolve your issue.
  

  To continue working towards a resolution, please respond directly within your existing ticket.
  Regards,
  *****
  

  
  

  Customer Answer

  Date: 08/06/2025

  No one is replying to my original ticket. REPLY GOD DAMIT. ITS BEEN A F****** YEAR

• Initial Complaint

  Date:06/05/2025

  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.

  Complaint Against: Shopify Inc.Business Website: ********************************** Nature of Complaint:Wrongful disruption of a legally purchased and operating online business.Details:I purchased Raw Brow (raw-brow.myshopify.com) in 2022.Shopify wrongfully disabled the store after more than three years of uninterrupted operations, based on a disputed claim without proof.They provided no reasonable chance to correct the situation and blocked backend access, making compliance impossible.This has caused major financial losses.Despite sending a formal DMCA counter notice, Shopify continues to obstruct my business activities without resolution.Desired Outcome:Immediate reinstatement of my store, compensation for financial losses, and a review of Shopifys unfair business disruption policies.

  Business Response

  Date: 08/05/2025

  Hi Dee,
  

  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 store. Im happy to provide some additional clarification.
  

  Our Trust and Safety team communicated the reason for your stores closure on May 5, 2025, through ticket ID ************************************. The team received your response and followed up with you on May 7, 2025, confirming that the issue has been resolved and your store is now operational.
  

  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: 09/05/2025

  Complaint: 23292464
  
  I am rejecting this response because:

  
  While it is true that my store has now been reinstated, this reply does not address the core issue that led to the BBB complaint.
  
  Shopify wrongfully suspended my legally purchased store without evidence of wrongdoing. The theme in question was part of a business acquisition made through ****** in 2022, and the store operated without issue for over three years.
  
  At no point has Shopify or the third-party claimant provided verifiable proof that the theme was unlicensed or unlawfully used. Yet, Shopify acted unilaterally, locking us out of the store, preventing us from even making theme changes, and causing direct harm to our business:
  
  Loss of revenue
  Disruption to customers
  Reputational damage
  Wasted internal resources
  
  
  
  
  The case may be resolved from a systems perspective, but it is far from resolved in terms of accountability and compensation. We have requested:
  
  A formal written acknowledgment that no proof of wrongdoing was found.
  A discussion regarding compensation for business losses caused by Shopifys error.
  
  
  
  
  Shopifys reply via BBB sidesteps both points.
  
  
  We request BBB to keep this complaint open until these concerns are fully addressed by Shopifys Trust and Safety or Legal teams, not simply closed with a generic support response.
  
  Sincerely,
  
  Dee Al

  Business Response

  Date: 21/05/2025

  Hi Dee,

  Thanks for your response and for sharing additional details. Given the public nature of the BBB, we cannot disclose all information here. Ive sent you an email on ticket ID # ********; please share the requested information by responding to my email so we can proceed with our investigation.

  Thanks,

  Aurora | Shopify Support Lead

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  they are holding my domain hostage, i can't gain access to my Shopify account not because i forget my password or not having the same phone number i have on file but due to account being inactive for 3 months so they've to send an email to my ************************* which I cannot access due to it linked to my Shopify domain and I had tried moving the email to ****** but i can't receive email on it because i have to technically go into my Shopify account to get MX code for migrating it to another email provided, I have been missing important emails and I tried everything but they refused to provide adequate help and they asking me for store URL which i don't have and wouldn't give me any other option to regain access back to my account, this is definitely one of the most frustrating company i have to deal with, I still have the same phone number that's attached to my account for verification but they wouldn't considered it, I don't know what else to do I just need to regain access to my account so I can be able to migrate my email to ******.

  Business Response

  Date: 12/05/2025

  Hi *********,
  
  My name is **** an Operations Lead at Shopify. Thank you for reaching out and letting us know about the difficulty you're experiencing accessing your Shopify account.
  
  After reviewing your case, I can confirm that you're currently in direct contact with our Account Security team through ticket ID ************************************. To ensure efficient handling of your account and login concerns, please continue to communicate directly on that thread, as our Account Security team is best equipped to assist you further.
  
  We appreciate your understanding and cooperation.
  
  Thanks,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:02/05/2025

  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.

  Im locked out of all my emails and accounts with ********************, I had a store with them 3 years ago and took out Shopify capital loan. I want to pay back the loan but there is no way to speak to a human, Ive tried everything and its been a dead end I need to speak to a human and pay my debt to them its about 1072$

  Business Response

  Date: 12/05/2025

  Hi *******,
  
  My name is **** an Operations Lead at Shopify. Thank you for informing us regarding the issue youre having in repaying your Shopify Capital Loan. 
  
  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,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:02/05/2025

  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 purchased two Shopify *** Go devices on 2/6/24 and 2/12/24 for $343.72 each, with the intention to use them in my business until they die. However, I have just TODAY found out that Shopify is sunsetting these devices and making their features unusable in September 2026. Apparently this change was announced in August, 6 months after I first dropped close to $700 dollars on devices I expected to use for years, but they failed to inform users that they were sunsetting these devices and I only found out today when I went to try to purchase a 3rd *** Go device for my expanding business. Not only were we not informed, but the $700 investment we made that was supposed to last for years will end up lasting us only from February 2024-September 2026. That is less than 3 years, and not at all what we were promised or expected when investing so much money into payment processors for our business. Shopify is giving us the runaround and basically saying we are out of luck. I have spoken with Shopify advisors and they told me there's nothing they can do and nothing Shopify is replacing these devices with, and I have also filed a complaint on the Shopify website where it tells me they might decide just to not even write back to me about my issue. This all feels very scammy, especially for such a big company that so many small businesses have invested so much time and money into using. I am included screenshots of my two receipts for *** Go devices on the dates mentioned above, as well as a screenshot of the confirmation page after I submitted my official complaint to Shopify, plus the text on a webpage stating that the *** Go is no longer sold and will no longer be supported - which is where I first heard this was happening, instead of being informed by Shopify back in August 2024 when they apparently first made this decision to sunset the *** Go that I had just bought.

  Business Response

  Date: 04/05/2025

  Hi *******,
  
  My name is ******, an Operations Lead at Shopify. Im reaching out in regards to your recent BBB complaint #********. I understand that you have some concerns around the *** Go discontinuation. 
  
  Due to the confidentiality of account information, I can't discuss specific details in BBB's public forum. However, I've emailed you at the address we have on record to ensure we can assist you further.
  
  Please respond to ticket number # 57185933 with the required information so we can address your concerns.
  
  Thank you for your patience.

  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 05/05/2025

  Complaint: 23280898
  
  I am rejecting this response because:
  

  They emailed me at an email address that is NOT on file with Shopify. I double checked and it is not the email address I have listed in my account. It is also not one I am able to send emails from due to technical difficulties, and since they won't accept an email from the actual address I have on file with them I have no way to contact them or reply to the email they sent. Please resend the email to the actual address I have on file with Shopify.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/05/2025

  Hi *******,

  Thank you for your prompt response. I recognize your concerns regarding the email you were contacted by, however, please note that this is the email associated with your initial complaint. Due to the public nature of the BBB, we are not able to authenticate information related to your Shopify account, which is why our practice is to use the email shown here to address the required information to authenticate.

  To ensure the utmost security of your account and to provide tailored support, we ask that all further communications come from the email linked to your Shopify account, as outlined in ticket # ********. As mentioned we are unable to provide store-specific support via the BBB, therefore we encourage you to continue any further communication through ticket # ********, to which I have just responded.
  

  Thank you for your cooperation.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 07/05/2025

  Complaint: 23280898
  
  I am rejecting this response because:
  

  It does not address my original concern, which is that I had just purchased two of these devices and apparently shortly after I bought them Shopify decided they would be bricking them. Supposedly this information was made "public" by stopping selling the device and putting a little note on the webpage that it was no longer available for sale, but per ****** from Shopify's admission I and other users of the *** Go were never notified of this. And how is someone supposed to know the device they JUST purchased as an investment is being bricked? Is that the type of thing you'd usually expect - that a company would let you spend $600 on their products and then mere months later decide they're going to yank away the functionality you paid so much for? And are we supposed to look at every random webpage of Shopify to make sure something we use regularly and paid a ton of money for isn't being taken away, or is it the responsibility of the company to insure their users are informed that the products they purchased from them are going to no longer function as was promised when you purchased them?

  If I was told at time of purchase that the $600 I just spent on devices would only be able to be used in the same way as the $50 devices soon, I would not have bought them. Because who in their right mind would spend $600 on devices that would end up announced as being bricked into the same functionality as a $50 device within 6 months of their purchase? And what company would think a cash grab like this - by not informing customers of the change, and by announcing upcoming bricking of the devices so close to when they have still been sold - with no compensation for this is an acceptable move to pull on their loyal customers? And why, we must also ask, would a company not inform users directly of such a big change to a key piece of equipment for their businesses... unless said company were trying to get away with a scammy cash grab and not face consequences.

  I am hence requesting once again that Shopify takes responsibility for their actions and refunds or credits me for the difference in cost of the devices from what I would have purchased - a $50 tap and chip reader - had they not concealed their plans to brick the expensive ($300 each) devices I purchased from them instead in full faith that the devices would work for many years to come.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 14/05/2025

  I accept mediation. Thank you!

  Business Response

  Date: 15/05/2025

  Better Business Bureau:

  We reject the offer of mediation regarding complaint ID ********.  

  Warm regards,
  ****** | Operations Lead, Shopify

  Business Response

  Date: 22/05/2025

  Hi *******,
  
  Our team has carefully reviewed your case and we maintain our position as previously communicated to you via ticket # 57185933. 
  
  To summarize or communications:
  
  * Shopify's does not guarantee our products against future feature deprecation or technological changes, which is standard practice across the technology industry.
  * We've ensured mobile functionality of hardware devices will continue to operate until September 2026, providing substantial remaining utility and adequate time for transition planning.
  * Information regarding these changes was made publicly available approximately nine months in advance through various channels, including:
  - Frequently Asked Questions: ******************************************************
  - Shopify *********** | Shopify POS Go: **********************************************************************************
  - Shopify *********** | POS Go Requirements and Limitations: ****************************************************************************************************************
  * Our strategic transition toward newer technologies, including Tap to Pay solutions, represents Shopify's ongoing investment in enhancing the retail experience for all merchants.
  * We value merchant feedback regarding communication preferences and have shared these insights with our relevant internal teams.
  
  After careful consideration of all aspects of your case, our decision not to provide refunds or credits remains unchanged. We believe we've taken reasonable actions to support merchants through this transition, and consequently we consider this BBB complaint closed.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 24/05/2025

  Complaint: 23280898
  
  I am rejecting this response because:
  
  Shopify keeps saying they made information available 9 months in advance, but that's a complete joke because all the places they made it "publicly available" are places no one would check unless they were having an issue with their device, setting up the device, or wanting to buy a new one (which is how I found out 9 months after they made the information "publicly available"). This is blindsiding. This is not what it means to alert your customers to changes with their devices. You have information on *** has bought Shopify POS Go from the Shopify Hardware store over the years, so why didn't you alert those of us who had bought it? Unless you were trying to be scammy and cover it up and then be able to say things like you keep saying that it was "publicly available" so those of us who don't haunt the Shopify FAQ page will be blindsided and then you can say you don't owe them anything.

  As mentioned in my previous note, I accept the mediation offered by the BBB due to their belief that Shopify is not acting in good faith. And I would like to continue this conversation until Shopify makes this right in good faith.

• Initial Complaint

  Date:02/05/2025

  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.

  Good Evening,I hope all are well. Im sending this email concerning charges related to my Shopify account. Ive been being overcharged for approximately 2 years.

  Business Response

  Date: 12/05/2025

  Hi *******,
  
  My name is **** an Operations Lead at Shopify. Thanks for reaching out and bringing your billing concerns to our attention.
  
  After reviewing your case, I wasn't able to locate a store linked to the email you provided in your complaint. To ensure I'm reviewing the correct account and invoices, could you please share either your store URL or the specific email address tied to your Shopify store?
  
  Based on the screenshots you shared, it's possible that in addition to your Basic monthly subscription fee, you may have a recurring app subscription resulting in extra charges. However, I'll need your account details to verify this accurately. In the meantime, I recommend clicking into each invoice directly, as this will clearly display a detailed breakdown of all charges.
  
  Warm regards,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 13/05/2025

  Good Evening,

  I hope all is well. The email address is **********************************

  Business Response

  Date: 22/05/2025

  Hi *******,
  
  Thank you for providing the email associated with your Shopify store. I was able to pull up a store based on that information. 
  
  I would like to discuss the details of your store's invoices with you, however, due to the public nature of this platform, I'm unable to share specific information about it here. I have sent an email to ********************************** with the ticket number #********. Please respond to that email directly if you have any questions or concerns.
  
  Thanks,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:02/05/2025

  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.

  I do not know where to start. This saddens me to have to spend time and energy writing a complaint. Shopify NEEDs to have a **************** Phone number. Such a large company and they cannot simply have a customer support number!I digress. The reason for my complaint is simple. I have contacted support multiple times only to be led to a "We have escalated this" with no follow up. My requests have been simple, yet no one seems to be able to resolve the issue.1. I have customers that are on my ******************** that were test accounts. I am UNABLE to delete them because it says "they have an active" subscription. Which they DO NOT. I have contacted support and they asked me to select "Delete personal information" and it is supposed to completely remove the customer. IT DOES NOT. This is a BIG issue because my store runs through an API and pulls customer information. Having all these extraneous customers makes it much more difficult for me. In any event I want them removed.2. I have a Shopify balance account. I CAN NOT BELIEVE you do not have customer support phone number for a BANKING ACCOUNT. Anyway, you guys decided for who knows why, to change the routing and the account number. Since then non of my payouts go through and it shows a balance on my account yet I cannot use my balance card because they are not the same value??? I have contacted support 3 times about this. Each time they say they will escalate it and nothing ever happens.Overall your customer service is quite terrible and needs to be addressed. Asking simple questions with support yields POOR answers. THERE IS NO PARTNER SUPPORT PHONE NUMBER OR CHAT!?!?!? I am developing Apps and have API questions. Yet no one to ask and no one even knows anyway.

  Business Response

  Date: 07/05/2025

  Hi *******,
  
  This is Lumen, an Operations Lead at Shopify. 
  
  I understand that you're experiencing some difficulties with deleting test customer accounts and receiving payouts due to changes in routing and account numbers.
  
  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 # 57244395 at the email 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