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:02/05/2025

  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.

  My Shopify store ffuaz7-sw.myshopify.com in my Shopify account ***************** was terminated on April 25. This happened very recently after I registered, selected basic plan on April 24, and while I was still in the free trial and initial setup ******** store was brand new and under construction. It was NOT live, and had ZERO customer activity or transactions. I was simply decorating and configuring settings.Shopify terminated the account via email, citing only vague reasons. They provided absolutely NO specific details about what alleged activity triggered this, making it impossible for me to understand or address the issue.I immediately submitted an appeal through Shopify's official process on April 25 and also contacted live support on Apirl 26 and April 30. I have received NO response to my appeal and no clarification on the exact reason for termination.This termination without clear cause or communication during setup is preventing me from launching my legitimate business.

  Business Response

  Date: 06/05/2025

  Hello *****,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding the termination of your Shopify store, ffuaz7-sw.myshopify.com.
  
  I wanted to inform you that we emailed you on April 25 under ticket ID ************************************. Our records indicate that your ticket has not yet been submitted an appeal.
  
  The store was terminated due to activity that we suspect is not aligned with legitimate commerce practices. While we cannot disclose specific findings related to this matter, you are welcome to submit an appeal through this link here: ***********************************************************************************************************
  
  Once you have submitted your appeal, our team will review it and respond under the same ticket ID, ************************************.
  
  If you have any further questions or concerns, please feel free to reach out to our Merchant Trust team using that ticket.
   
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 06/05/2025

  Hey ****,

  I need to add more information here. I have two tickets, can you review the ticket below?
  
  Ticket ID: ************************************
  
  I reviewed the entire situation again, and heres what happened: On April 24, I received an email stating that my shop was terminated. I submitted an appeal in the early hours of April 25. Then, in the afternoon of April 25, I received another email saying my shop was terminated again. Later, I realized I might have accidentally created an extra shop. However, Im certain I only worked on setting up one of the shops.
  
  I chatted with online customer service, and they told me I only needed to submit an appeal for the shop I wanted to restore, and not for the other onewhich is exactly what I did. So, for all these days, Ive been waiting for the result of the appeal I submitted.
  
  Now, regarding the complaint here at BBB: Since my shop is linked to my domain, **********, when I saw two shop names in front of me(
  ffuaz7-sw & m6exng-xh), I didnt know which one was the one I was working on, as a result I chose the wrong one. I need you to look into m6exng-xh.myshopify.com, which should correspond to Ticket ID: ************************************. On April 25, I received a confirmation email that my appeal for this shop was successful.
  
  Thank you again for your time!

  Customer Answer

  Date: 09/05/2025

  Complaint: 23278404
  
  I am rejecting this response because:
  

  Hey ****,

  I need to add more information here. I have two tickets, can you review the ticket below?
  
  Ticket ID: ************************************
  
  I reviewed the entire situation again, and heres what happened: On April 24, I received an email stating that my shop was terminated. I submitted an appeal in the early hours of April 25. Then, in the afternoon of April 25, I received another email saying my shop was terminated again. Later, I realized I might have accidentally created an extra shop. However, Im certain I only worked on setting up one of the shops.
  
  I chatted with online customer service, and they told me I only needed to submit an appeal for the shop I wanted to restore, and not for the other onewhich is exactly what I did. So, for all these days, Ive been waiting for the result of the appeal I submitted.
  
  Now, regarding the complaint here at BBB: Since my shop is linked to my domain, **********, when I saw two shop names in front of me(ffuaz7-sw & m6exng-xh), I didnt know which one was the one I was working on, as a result I chose the wrong one. I need you to look into m6exng-xh.myshopify.com, which should correspond to Ticket ID: ************************************. On April 25, I received a confirmation email that my appeal for this shop was successful. Now I have waiting for a response for two weeks. 
  
  Thank you again for your time!
  
  
  Sincerely,
  
  Jinrui Qu

  Business Response

  Date: 12/05/2025

  Hello Jinrui,

  **** here again, thanks for sharing the other ticket ID with me.
  
  Ive confirmed with our Merchant Trust team that two stores, "ffuaz7-sw.myshopify.com" and "m6exng-xh.myshopify.com", were initially closed because both were registered under the same email address. Following your appeals, both stores have now been reopened.
  
  You can log in with your email address to either account and continue setup on the store you wish to use. If you have any additional questions, please reply directly to ticket ID ************************************, and our Merchant Trust team will assist.
  
  Thank you for your patience.
  
  Best regards,  
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 13/05/2025

   
  Better Business Bureau:
  
  I have received response in my email made by the business. My account has been reinstated. 
  
  Sincerely,
  
  Jinrui Qu

• Initial Complaint

  Date:30/04/2025

  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.

  Shopify will not let me sign in or cancel my subscription. Have been trying for months. Demand immediate cancelation and refund.

  Business Response

  Date: 04/05/2025

  Hi *******,
  
  Im ******, an Operations Lead at Shopify, and I'm reaching out about your recent BBB complaint #********.
  
  I understand that you've encountered issues signing in and canceling your account, and I want to assure you that were here to help. 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 #******** with the required information so we can address your concerns.
  
  Thank you for your patience, and I look forward to helping you resolve this issue.
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:29/04/2025

  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.

  Cannot ship out packages for two days. Account verification still sitting there and customer service is no help. You guys need a phone number and if customer service is going to be answering , they need to know what to do. They cant even do basic of the basic stuff thats ridiculous for your business especially as much money as youre making from people

  Business Response

  Date: 05/05/2025

  Hi, *******.
  
  This is Lumen, an Operations Lead at Shopify.
  
  I understand that you had an issue with creating shipping labels.
  
  Due to the public nature of the BBB, I am unable to provide specific details regarding your case for privacy reasons. However, I am pleased to inform you that our internal team has contacted you via ticket 71ee0d0d-66b3-4da1-82b0-31a5c6f6177f with a resolution regarding your concern.
  
  Please respond to that ticket if you have further questions or concerns. Thank you for your patience while we worked on that.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:29/04/2025

  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.

  Received a SHOPIFY BALANCE VISAcredit card from SHOPIFY I did not request. That is, the card was sent via someone stealing my identity. There is no way to contact them to cancel this fraudulent card I receied from them, other than to set up an account with them. All by itself this feels like fraud from SHOPIFY towards me. There are multiple instances of this reported on the Internet. They don't even have a phone number for someone like me, completely unaffiliated with them, to call and report FRAUD.

  Business Response

  Date: 02/05/2025

  Hi *****,
  

  My name is Aurora, and I'm a Support Lead at Shopify. Thank you for reaching out regarding the Shopify Balance card youve received.
  

  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

  
  

  Customer Answer

  Date: 05/05/2025

  While Shopify has replied, I currently request the BBB keep this claim open.  I am travelling and wont be able to provide the information they need until I return home in two weeks..  

  So, I do not yet know, nor can I determine if I accept their solution, until I return home and can provide them with information.

   

  Thank you for your support and assistance so far and I will follow up after I am home. 

  Customer Answer

  Date: 21/05/2025

  With all due respect, it was wrong of BBB ****** to close this request.  I was travelling and could NOT respond to Shopify's request for data while away from home.

  I returned from a 3 week trip yesterday, and  have provided them with all the data they requested as of a few moments ago.  I did not have the data available while TRAVELING to give them so I had to wait.  

  Please reopen this claim as I am still not sure if they will help me and DO NOT KNOW if they will ADQUATELY resolve this issue

  Thank you!  

   

  ***** L Wilhelm 

  Business Response

  Date: 23/05/2025

  Hi *****,

  Thanks for your response. We understand that you were away and appreciate you following up with the requested information. 

  We have been actively communicating with you on ticket ID # ******** to ensure your privacy and maintain confidentiality. Please continue to respond directly on that ticket so we can proceed with the review.

  Thank you,

  Aurora | Shopify Support Lead

  Customer Answer

  Date: 26/05/2025

   
  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:28/04/2025

  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.

  This company charged my ****** account every month for a year and I was unaware they had been taking ***** a month I never signed up for any service especially not to get a recurring charge I tried to cancel these payments thru ****** but I was told I had to cancel thru the shopify account which I wasn't even aware existed so it was h*** getting it to stop being paid and I want a refund of my money they didn't provide me with anything so they should agree to refund my money they started charging me September 5th of 2023 and continued every month some months they charged 2 times all the way thru until August 25th of 2024

  Business Response

  Date: 02/05/2025

  Hello *****
  

  I am *****, a Support lead here with Shopify.
  
  Shopify is the platform that allows Merchants to build a store upon. We do not have any involvement in the day to day running of a store like order fulfillment or shipments. This includes subscription charges and it is up to the Merchant to ensure any subscriptions that are not being used are cancelled. Because of this we are unable to refund any charges related to subscriptions. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:28/04/2025

  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.

  Company refuses to send me funds in the amount of $744.52. I have attached email documentation of the encounter. They said I had an overage on my account, so they asked me to attach my bank information so they could send me a refund. They then, drafted money from my bank account instead of sending me funds. They placed me in a financial hardship due to this circumstance. They never sent the money back, I had to call my bank and report them as fraud so the bank could reverse the transaction. It has been over a week, still no funds that they promised me. Every time I reach out they say they are working on it but, they are not. They are a *************************** that lied and drafted money out of my account on purpose. I would like to be paid the funds that I am owed. I am hoping the BBB will assist me as I have gave them opportunity after opportunity to make this right.

  Business Response

  Date: 29/04/2025

  Hello *******,
  
  Thanks for reaching out, my name is *****, and I'm an Operations Lead here at Shopify. Please note that due to public nature of the BBB, we are unable to share sensistive account information here. 
  
  That being said, I have reviewed your account, and have also spoken with the escalated team handling your case on ticket 2681bc63-69ce-420a-ac60-b25d4cab2342. They have sent new information on that ticket as of today, April 29, 2025, and they greatly appreciate your patience as they worked with our banking partners to resolve an issue related to your account, which took some extra time. 
  
  The team has let me know that at this time, there are no positive payout amounts owed to you. Additionally, there remains negative arrears due of $384.63 USD on the account, however the team has mentioned that as a goodwill gesture due to the more lengthy resolution time for this issue, this amount will not be required to be paid.
  
  Should you have any further questions, please direct them back to ticket 2681bc63-69ce-420a-ac60-b25d4cab2342, as they are the correct team to assist you with this issue.
  
  Kind Regards,
  ***** R | Operations Lead

  Customer Answer

  Date: 29/04/2025

  Complaint: 23258627
  
  I am rejecting this response because: my account has not been reflected to show that no payment is due. My account is still in the negatives. Shopify is notorious for making false promises via email and not updating my account, which is why we are in this situation.

  In addition to my account being reflected to show no payment due. I would also like to have the $744.52 in funds that was promised to be paid out as well. 
  

  You can see from the email, I asked numerous times if I was due an amount because my account showed a negative balance. They reassured me multiple times there was an overage. Additionally they provided me a specific payment amount. Now all of a sudden they dont owe me? I think this is fraudulent practices. All of this could have and should have been verified before I connected my bank account information.

  I would like to be sent the $744.52 that I am owed per Shopifys email. And if they had a person working for them who misquoted or made a mistake, they should honor it, as I do have all the documentation.

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

  Business Response

  Date: 06/05/2025

  Hello *******,
  
  Thank you for following up. I can see that you have been in continued contact with our Recovery team on ticket 2681bc63-69ce-420a-ac60-b25d4cab2342, and would encourage you to continue using that ticket as that is the correct team to resolve your issue.
  
  To reiterate the most recent replies on that ticket, currently, there is still an outstanding balance of ~$384 USD owed to Shopify. There are no positive amounts owed to you, as any payouts owed to you have been paid out. The Recovery team will not be updating the amount owing visually, as the amount is still owed to Shopify. However as they have mentioned, they will not seek to actively collect the owed amount as a goodwill gesture.
  
  As your account is unable to use Shopify Payments moving forward, you do not need to attach a bank account to ******************** Payments, which is where you are seeing the owed amount. You can continue to use third party payment gateways to collect payments on your store, and should you have any questions about third party payment gateways, our Support would be more than happy to help.
  
  Kind Regards,
  ***** R | Operations Lead

• Initial Complaint

  Date:27/04/2025

  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 issue with shopify, today i found my store at. shopify frozen and they didn't notice me before, and when ask them they tell me because you must charge application which i removed it from my store and not used it and if i instilled it they give me free trail days and then need me subscribe it how they want money if they can close application tell me pay if i want this . i had lose more money because they frozen my store

  Business Response

  Date: 05/05/2025

  Hi ****,
  
  My name is ****** and I'm a Support Lead here at Shopify. It sounds like you are having some issues with your billing and I'm here to provide you with some more guidance. 
  
  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. 
  
  Based on what you've described, it sounds like your store may have frozen. This can happen when a payment for an invoice fails on the final attempt to collect the payment. For steps on how to reactivate your frozen store, please see this Help Document: ************************************************************************************************************;
  
  If you have any questions or concerns regarding the outstanding bill, then please contact our 24/7 Support Team through our *********** here: **************************************. They will be equipped to provide you with tailored support.
  
  Thank you,
  ****** | Shopify Support Lead

  Customer Answer

  Date: 05/05/2025

  Complaint: 23255636
  
  I am rejecting this response because:

  
  
  
  
  
  
  Subject: Rejection of Shopifys Response Complaint ID ********
  
  
  Dear Better Business Bureau,
  
  
  Thank you for forwarding Shopifys response regarding my complaint.
  
  
  Unfortunately, I must respectfully reject their response, as it fails to address the core issue of my complaint.
  
  
  My main concern is not just the freezing of my store due to an unpaid invoice, but rather the unfair and forced subscription charges applied to my account for applications (apps) I did not benefit from, and which I explicitly attempted to cancel. I contacted both the app developers and Shopify support seeking cancellation of these subscriptions. However, Shopifys system did not allow me to cancel them, and I was left with no option but to pay for services I neither used nor authorized to continue.
  
  
  Attached are screenshots from both Shopify Support and the app provider, clearly demonstrating my intent to cancel and the failure of the platform to honor that request.
  
  
  This situation reflects not only a lack of transparency in Shopifys billing and app integration process but also shows a disregard for customer control and consent, which borders on exploitation. After spending a significant amount of money setting up my store, being forced to pay for services I couldnt cancel or benefit from is simply unacceptable.
  
  
  If this matter is not resolved fairly, I reserve the right to escalate this issue to other consumer protection agencies, regulatory authorities, and legal channels both in the **** and internationally, as this is a matter of consumer rights.
  
  
  I ask the BBB to keep this case open until Shopify provides a more appropriate resolution, including a full refund for the unjust charges applied.
  
  
  Sincerely,
  **** ****
  Dahran Eljanob, Aseer Area
  ************
  
  

  
  

  Business Response

  Date: 15/05/2025

  Hi ****,
  
  This is ****** again from Shopify. I recognize that you are still encountering some issues with your billing and I'm here to provide you some more guidance. 
  
  As mentioned previously, due to the public nature of the BBB, we are not able to review specific store details. This is in order to keep your account information safe and secure. That said, I can provide some additional information so you're equipped with next steps. When you install an app with recurring charges, these charges appear on your regular Shopify invoice. By installing the app, you agree to the app's terms of service, including their billing cycle. As outlined in our help documentation (******************************************************************************************************************************************), app charges can continue until the app is properly removed from your store. 
  
  To cancel an app subscription, you need to remove the app completely through your Shopify admin. You can do so by following the steps outlined in this Help Document: ****************************************************************************************;
  
  If you ever require further assistance with removing an app, then our support team is available 24/7 through our Help Center: **************************************.
  
  Sincerely,
  Aubrey 

• Initial Complaint

  Date:27/04/2025

  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'm filing a complaint against Shopify Inc. because they have been holding my money for months without any real explanation.I ran a store on Shopify. Even after my store was closed, they kept my funds and refused to release them. I followed all their requests, but they keep ignoring me. When I try to contact their support, the live chat agents are rude, dismissive, and act like Im a criminal even though I have done nothing wrong.They keep giving copy-paste answers like "we understand" but never actually fix anything. Every time I ask for real help, they delay, ignore, or send me back to the same dead end. Its extremely frustrating and disrespectful.This situation has caused me serious financial harm. Shopify should not be allowed to treat merchants like this freezing money for months without cause, providing no real answers, and treating paying customers with such bad attitude.I want ******************** to immediately release my frozen funds and be held accountable for their behavior.Thank you for your time.

  Customer Answer

  Date: 28/04/2025

  Shopify froze all of my stores money yesrs ago and now refuses to give me a timeline or explanation. Their support just closes chats with we understand and no action. This is hurting my business. Please help me get my funds back.

  Customer Answer

  Date: 28/04/2025

  we still keep in touch with our customer . but the ********************** in silence . 

  Business Response

  Date: 06/05/2025

  Hi ***,
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize that you have been in touch with merchants and are hoping for an update from our team.
  
  Since February 2025, our team has been in consistent communication with you in various tickets. Most recently on April 30th, 2025, our team contacted you within Ticket ID ************************************. If you have any more questions or concerns, please reach out directly in this ticket for tailored support. 
  
  Thank you,
  ****** | Shopify Support Lead

  Customer Answer

  Date: 11/05/2025

  Complaint: 23255573
  
  I am rejecting this response because:
  
  Shopifys response is factually misleading and evasive.
  No Resolution Since March 18: My payouts have been paused since March 18, 2025, with no clear explanation or resolution. Shopify has not provided any valid reason or timeline for when or if the funds will be released.
  Communication Was Not Supportive: While Shopify claims theyve been in contact, the messages I received (including the April 30 ticket) contained no useful information. Repeatedly directing me to the same ticket without answering specific questions is not tailored supportits delaying tactics and a failure to address the core issue: the freezing of my funds without justification.
  No Escalation Path: I have requested escalation and clarity multiple times, and Shopify refused to provide access to a decision-maker, financial team, or appeals department. This lack of transparency raises serious concerns about compliance with fair business practices.
  Potential Breach of Trust and Regulation: Shopify is holding my earned funds without due process, which may violate financial regulations and merchant rights. Their claim of support is contradicted by their ongoing refusal to resolve the dispute or provide accountability.
  I am requesting the immediate release of my funds or a clear, written explanation from someone authorized to make decisions, not just repeated deflections through customer support scripts.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 24/05/2025

  Hello ***,
  
  Thank you for sharing your concerns regarding your Shopify account and funds placed in reserve. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be very 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. 
  
  Although we cannot disclose details of our internal review procedures, we can share some general information about how eligibility for Shopify is evaluated. Our assessment takes into account several factors upon completion of a review, including chargeback risk, order fulfillment efficiency, the nature of products or services offered, and the seller's payment processing history, among other considerations. If your payouts were placed on hold for 120 days, then they will be released 120 days from the date you were notified of the reserve. 
  
  We acknowledge your perspective and appreciate your understanding. The reserve is essential to mitigate the chargeback risk associated with your account. While this solution may not be ideal for you, it remains the most viable option we can provide at this moment. If you have any other questions or concerns this must be discussed with our Merchant Trust Team via ticket ID: ************************************ as this matter cannot be resolved or discussed via the BBB, due to it's public nature. 
  
  Thank you.

• Initial Complaint

  Date:24/04/2025

  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.

  Our store was deactivated. When asked why they said theyd look into it but havent 3 months later. Finally got support to look at it and its taking way too long and the financial impact is taking a toll on our business. I need my store reactivated and back up as promised.

  Business Response

  Date: 25/04/2025

  Hi ****, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with accessing your store. 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 with the requested information so that we can look into this further.
  
  Thanks, 
  
  ***** | Shopify Support Lead

• Initial Complaint

  Date:24/04/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Shopify, **** despite operating my store with a flawless 0% chargeback rate and full compliance with their Terms of Service. Without any warning or explanation, Shopify froze my payouts, labeled my business high risk, and ultimately shut down my store. They are now holding 100% of my funds for 120 days, leaving me unable to pay suppliers, cover rent, or serve my customers.I have repeatedly asked ******************** to explain what I did wrong and when my money will be released, but all I receive are vague, copy-paste responses that provide no details or path to resolution. This practice is unreasonable, unjust, and damaging to small businesses like mine.I respectfully request that the BBB investigate Shopifys actions, demand transparency around their high risk determination, and push for the immediate or partial release of my frozen funds. I am happy to provide any supporting documentation, correspondence, or account details needed to assist your review.Thank you for your prompt attention to this matter.

  Customer Answer

  Date: 24/04/2025

  I opened a store on their platform, followed every rule, shipped every order, and kept a 0% chargeback rate. I had no customer complaints or disputes. Yet, from the very first payout, Shopify froze my funds without explanation.
  
  They later shut down my store and labeled me as high risk, even though I ran a clean, honest business.
  
  Now theyre holding 100% of my money for 120 days, with no way to appeal or resolve the issue.
  
  I dont know how many other merchants this has happened to, but Im sure Im not the only one. Something about this doesnt feel rightand its deeply unfair to small business owners who rely on those funds to survive.
  
  Im asking the BBB to please look into this. Im happy to share documentation, emails, or anything else you need.

  Customer Answer

  Date: 26/04/2025

  I want to be very clear: I havent had a single chargeback, dispute, or refund. So what exactly made you decide that my business is too risky?
  
  
  I started using Shopify Payments in good faith and instead, the entire balance was locked immediately. No warning, no partial payout, no transparency. Just a cold copy-paste response.
  
  
  This isnt right. Im asking again for:
  
  
  A proper explanation of what triggered this freeze
  
  
  Why theres a full 120-day hold with no payout option
  
  
  A timeline of when Ill actually see my money

  Business Response

  Date: 29/04/2025

  Hello **** **** To,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify Payments account and funds placed in reserve. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be very 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. 
  
  Although we cannot disclose details of our internal review procedures, we can share some general information about how eligibility for Shopify Payments is evaluated. Our assessment takes into account several factors upon completion of a review, including chargeback risk, order fulfillment efficiency, the nature of products or services offered, and the seller's payment processing history, among other considerations. If your payouts were placed on hold for 120 days, then they will be released 120 days from the date you were notified of the reserve. 
  
  We acknowledge your perspective and appreciate your understanding. The reserve is essential to mitigate the chargeback risk associated with your account. While this solution may not be ideal for you, it remains the most viable option we can provide at this moment. If you have any other questions or concerns this must be discussed with our Merchant Trust Team via ticket ID: ************************************ as this matter cannot be resolved or discussed via the BBB, due to it's public nature. 
  
  Thank you,
  *****

  Customer Answer

  Date: 10/05/2025

  Im writing to express my serious concern and frustration regarding the freezing of my funds a total of ********* HKD with no valid or explained reason. Since opening my store, I have operated fully within Shopifys policies. Ive made 64 legitimate orders between April 14th and April 21st. Every customer received what they paid for. Ive had zero chargebacks, zero refund requests, zero complaints. Not a single issue.
  
  
  And yet, I have been denied my first payout, told that my funds will be held for 120 days, and informed that I can no longer use Shopify Payments without being given one clear reason why.
  
  
  So let me ask directly and clearly:
  Why is my money being withheld when there is no evidence of risk, fraud, or violation?
  
  
  What Shopify is doing here is not just a policy decision its deeply unfair. You are holding funds that I earned through legitimate transactions. Not theoretical risk. Not potential issues. Real products delivered. Real customers served. Real money frozen without cause.
  
  
  This has real consequences for me. I started this business with limited resources. I fulfilled every order with integrity. And now, not only have I lost access to Shopify Payments, but *** also lost access to my revenue, without being shown a single line of evidence that justifies this decision.

  Customer Answer

  Date: 10/05/2025

  Im writing to express my serious concern and frustration regarding the freezing of my funds a total of ********* HKD with no valid or explained reason. Since opening my store, I have operated fully within Shopifys policies. Ive made 64 legitimate orders between April 14th and April 21st. Every customer received what they paid for. Ive had zero chargebacks, zero refund requests, zero complaints. Not a single issue.
  
  
  And yet, I have been denied my first payout, told that my funds will be held for 120 days, and informed that I can no longer use Shopify Payments without being given one clear reason why.
  
  
  So let me ask directly and clearly:
  Why is my money being withheld when there is no evidence of risk, fraud, or violation?
  
  
  What Shopify is doing here is not just a policy decision its deeply unfair. You are holding funds that I earned through legitimate transactions. Not theoretical risk. Not potential issues. Real products delivered. Real customers served. Real money frozen without cause.
  
  
  This has real consequences for me. I started this business with limited resources. I fulfilled every order with integrity. And now, not only have I lost access to Shopify Payments, but *** also lost access to my revenue, without being shown a single line of evidence that justifies this decision.

  Customer Answer

  Date: 12/05/2025

  I have zero chargeback . no reason to kept my funds .

  Customer Answer

  Date: 13/05/2025

  Weve had zero chargebacks, we sell 100% legal clothing, and our store has been clean for months.
  Yet Shopify froze our entire payout with no explanation, no warning, and no timeline. When we asked why, they sent a canned response about "risk" and refused to explain further.
  They told us to switch payment providers, but they're still holding our funds hostage. We fulfilled real orders to real customers and now ******************** thinks it's okay to steal our earnings behind vague internal review excuses.
  This is not trust. This is abuse.
  If you run a store, be warned: Shopify can freeze your money anytime without evidence, and youll be left fighting a wall of silence.
  Were escalating this to regulators, consumer protection agencies, and legal counsel.
  Shopify release our funds.
  #ShopifyScam #EcommerceWarning #FrozenFunds #MerchantRights

  Customer Answer

  Date: 13/05/2025

  previous BBB case was close " complaint #********" I am writing to express my outrage and demand immediate resolution regarding the unjustified freezing of my funds. I sell basic clothing products there are no high-risk items, no policy violations, and zero chargebacks or refunds on my account. This was my first payout, and yet your system froze it without explanation, notice, or due process. I have not been contacted, I have not been given a reason, and my payouts have been paused since I began using Shopify. How is this legal? How can Shopify call this risk management when there has been no risk? Freezing my earnings without communication or cause amounts to holding my money hostage. *** operated in full compliance with your terms. This is completely unacceptable and may violate both ethical standards and regulatory principles around fair merchant treatment. I demand that Shopify immediately release my full payout balance and reinstate my ability to receive payments. If this is not resolved within the next 72 hours, I will escalate the matter through every available regulatory and legal channel, including the Better Business Bureau, payment processors, and potentially legal action. You are holding my income without any valid justification. I expect a full and immediate response.

  Business Response

  Date: 14/05/2025

  Hello **** **** To, 
  
  After a comprehensive review, our Merchant Trust Team has determined that your business currently presents a risk profile that is not compatible with the Shopify Payments Gateway.

  Furthermore, the decision to hold funds for a period of 120 days is based on a thorough risk assessment and is intended to maintain the security and integrity of transactions conducted on our platform. At this time, we are unable to release any funds; however, you may submit another appeal after 60+ days should you wish to have your case reconsidered. The link for an appeal is located in the communications sent to you by our Merchant Trust Team. 
  

  Please be advised we reserve the right to implement reserves on your payouts as outlined in the Shopify Payments Terms of Service, Section C, #4, which states the following:
  
  "Funds held in reserves are amounts of money set aside to cover chargebacks, refunds, or other payment obligations under this Agreement (the 'Reserve Account'). We, in our discretion, will set the terms of your Reserve Account and notify you of such terms, which may require that a certain amount (including the full amount) of the funds received for a Transaction are held for a period of time, or that additional amounts are held in the Reserve Account. We, in our discretion, may elect to change the terms of the Reserve Account at any time, for any reason, based on your payment processing history or as requested by our payment processors. We may require you to fund the Reserve Account by means of: (i) any funds payouts made or due to you for Transactions submitted to the ****************** or, (ii) amounts available in your Payout Account by means of debit; or, (iii) other sources of funds associated with your Shopify Payments Account; or, (iv) requesting that you provide funds to us for deposit to the Reserve Account. You agree that: (i) you are not entitled to any interest or other compensation associated with the funds held in the Reserve Account; (ii) you have no right to direct that account; (iii) you have no legal interest in those funds or that account; and, (iv) you may not assign any interest in those funds or that account."
  

  While we recognize that this arrangement may not be ideal for your business, it is the most suitable course of action at this time and is fully in accordance with our Terms of Service. Should you have any further questions or concerns, please direct all correspondence to our Merchant Trust Team using ticket ID: ************************************. Please note, this matter cannot be resolved through reopening complaints with the BBB.
  

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

  Customer Answer

  Date: 14/05/2025

  Complaint: 23244314
  
  I am rejecting this response because:
  
  Im furious.
  
  I started a clothing business. Every order was real. Every product was shipped.
  No chargebacks. No refunds. No customer complaints. ZERO issues.
  
  As soon as I made my first payout, Shopify froze all of it.
  They sent me a cold email saying my risk profile wasnt compatible no details, no proof, just vague nonsense.
  
  Theyre keeping 100% of my money for 120 days.
  Why? They refuse to say. They hide behind fine print like:
  
  We can hold your funds at our discretion. You dont own it. You cant touch it.
  
  Thats theft. Thats abuse of power.
  
  They lied to the BBB saying its all normal and in the terms.
  But how is it normal to steal money from a merchant with a perfect record?
  
  I did everything right. Shopify is punishing me for trusting them.
  This is a warning: Shopify is not safe. They are holding small business money hostage.
  
  I want my money back.
  I want the truth exposed.
  And I will not stay silent.
  
  Sincerely,
  
  **** **** To

  Business Response

  Date: 21/05/2025

  Hello **** **** To,
  
  I recognize you're frustrated, but I must reiterate: our decision to freeze your funds and restrict access to the Shopify Payments Gateway is final. This determination comes after a comprehensive risk assessment by our Merchant Trust Team, based on criteria we cannot disclose for security reasons.
  
  Our primary responsibility is to maintain the security and integrity of our platform's transactions, necessitating tough decisions supported by our policy terms. As previously stated, we cannot release your funds at this time. You may submit an appeal after 60 days if you'd like us to reassess your case; instructions for this have already been shared with you.
  
  To be clear, lodging additional complaints with the BBB will not alter our decision or expedite your payout. We have communicated all available information on this matter, and our stance will not change. 
  
  For any further inquiries, please contact our Merchant Trust Team using ticket ID: ************************************.
  
  Best regards,
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 23/05/2025

  Complaint: 23244314
  
  I am rejecting this response because:
  
  Thank you for your message.
  
  While I understand your team relies on internal criteria for risk assessment, I respectfully find this decision both unfair and damaging to a fully compliant merchant. We have:
  
  0% chargebacks,
  
  Fully fulfilled all customer orders,
  
  Removed any past policy-violating products,
  
  Maintained responsive customer service, and
  
  Not received any refund requests or complaints.
  
  Withholding 100% of our fundswithout specific explanation or active disputeis not only unjustified but creates unnecessary hardship for our business operations.
  
  We request:
  
  A partial release of funds while the reserve is in place, and/or
  
  A clear summary of the risk indicators that led to this decision, so we can address them proactively.
  
  If this is not possible, we will be forced to consider other options, including legal and regulatory routes, to protect our business.
  
  We remain willing to cooperate and provide any documentation required to resolve this matter constructively.
  
  Sincerely,
  
  **** **** To

  Customer Answer

  Date: 27/05/2025

  please help /.