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: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 /.

• Initial Complaint

  Date:24/04/2025

  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.

  Business Name: Shopify Inc. (veya Clover / Fiserv)Complaint Description:I processed over $200.297,24 USD through Clover, integrated via my Shopify store, in December 2024. After my store was closed by Shopify, the funds were never released. Shopify claims they are not holding any funds, and Clover denies I have a merchant account despite previous KYC verification and a working dashboard.Both companies are refusing accountability, and I have now lost over $200.297,24 USD with no explanation. This appears to be corporate-level negligence or fraud. I am requesting that the BBB investigate this matter and compel both companies to resolve the dispute transparently.

  Business Response

  Date: 28/04/2025

  Hello Ekrem,
  
  ***** here, an Operations Lead at Shopify.
  
  Due to the public nature of the Better Business Bureau (BBB) and our commitment to strict privacy guidelines for our merchants, we are limited in the details we can discuss in this forum. This precaution ensures that we communicate only with authorized store personnel and protect sensitive merchant information. Nonetheless, I am here to provide some guidance to assist you.
  
  Clover operates as a third-party payment provider that merchants can integrate into their Shopify stores. It is important to note that ****** is an independent company and not affiliated with Shopify. Therefore, if your transactions have been processed through Clover's third-party gateway, any concerns or disputes regarding missing funds must be addressed directly with Clover. Please be aware that Shopify is not liable for payments handled through third-party gateways such as Clover.
  
  I truly empathize with the uncertainty this issue has caused and I urge you to reach out to Clover to explore the resolution options available. Thank you for your understanding, and please do not hesitate to contact us if you need further assistance.
  
  Kind regards,
  
  *****
  
  Operations Lead, Shopify

  Customer Answer

  Date: 28/04/2025

  Complaint: 23244172
  
  I am rejecting this response because:

  Dear *****,
  Thank you for your response.
  However, I would like to clarify an important point:
  Although Clover operates as a third-party gateway, it was integrated into my Shopify store directly through Shopify's own platform, which gives Shopify a degree of responsibility regarding its merchant partners and their transaction systems.
  Shopify enabled the use of Clover without providing any warning or indication that there might be no financial protection or oversight in case of disputes or settlement issues.
  As a result, I have now $200,287.24 USD in funds that remain unsettled and inaccessible.
  It is my expectation that Shopify, as the platform that facilitated this third-party integration, will assist me further by escalating this case internally or helping ensure a resolution with Clover.
  Otherwise, Shopify risks being seen as negligent by allowing such payment solutions without merchant protection, leaving users vulnerable.
  I kindly urge Shopify to step in and cooperate more proactively in resolving this significant financial dispute.
  Thank you for your understanding and immediate attention to this matter.
  Best regards,
  Ekrem
  
  
  
  Sincerely,
  
  ***** Aliimran Tekin

  Business Response

  Date: 29/04/2025

  Hello Ekrem,
  
  Thank you for getting back to me. I recognize the significant impact this issue has had on your business, especially considering the amount of money that is currently inaccessible. I genuinely empathize with your situation and want to provide clarity on Shopify's position regarding third-party services.
  
  Please take note of the relevant sections from Shopify's Terms of Service, Section 9.7, paragraphs #1, #4, and #5, which outline our stance concerning the use of third-party services:
  
  "Such ******************** are made available only as a convenience, and your purchase, access or use of any such ******************** is solely between you and the applicable third party services provider."
  
  "Any use by you of ******************** offered through the Services, Shopify Experts, Experts Marketplace or Shopifys website is entirely at your own risk and discretion, and it is your responsibility to read the terms and conditions and/or privacy policies applicable to such ******************** before using them."
  
  "We do not provide any warranties or make representations to you with respect to ********************. You acknowledge that Shopify has no control over ******************** and will not be responsible or liable to you or anyone else for such ********************. The availability of ******************** on Shopifys websites, including the Shopify App Store or Experts Marketplace, or the integration or enabling of such ******************** with the Services does not constitute or imply an endorsement, authorization, sponsorship, or affiliation by or with Shopify. Shopify does not guarantee the availability of ******************** and you acknowledge that Shopify may disable access to any ******************** at any time in its sole discretion and without notice to you. Shopify is not responsible or liable to anyone for discontinuation or suspension of access to, or disablement of, any ******************** Shopify strongly recommends that you seek specialist advice before using or relying on ********************, to ensure they will meet your needs."
  
  In light of these terms, and due to the public nature of the Better Business Bureau (BBB) platform, we regret to inform you that this matter cannot be discussed further. We highly recommend addressing your concerns directly with the third-party payment provider, Clover, to seek a resolution.
  
  Sincerely, 
  
  ***** | Shopify Operations Lead
  

  Customer Answer

  Date: 01/05/2025

  Complaint: 23244172
  
  I am rejecting this response because:
  
  Thank you for forwarding Shopifys response.
  I respectfully reject Shopify's latest reply, as it fails to acknowledge the platform's responsibility in offering and facilitating a payment integration Clover which has now resulted in a significant financial loss of $200,287.24 USD that remains unresolved.
  While Shopify attempts to shield itself behind Section 9.7 of its Terms of Service by labeling Clover as a third-party service, the reality is more complex:

  
  Clover is a natively integrated payment option within the Shopify ecosystem. This is not merely a third-party app chosen at random its integration requires Shopifys backend infrastructure to function and process orders.
  

  My orders, reports, and payment logs were generated and fulfilled through Shopifys dashboard using Clover.
  

  Payments marked as test transactions by Clover still appeared as real, finalized orders within Shopify, clearly showing a gap in compliance and due diligence between the two platforms.
  

  Clover has failed to respond to multiple formal email attempts and escalations, including documented correspondence to their merchant and developer support teams all of which were ignored or redirected without resolution.
  

  Shopify cannot claim complete disassociation while also offering the gateway integration without proper vetting, support oversight, or dispute resolution procedures. This is not a consumer misuse case this is a systemic failure in Shopifys vetting and support processes.
  If Shopify is not responsible for third-party integrations it promotes and technically supports, then it has an obligation to actively warn or restrict such gateways especially when they lead to six-figure financial loss for their merchants.
  In light of this, I am demanding immediate mediation assistance from Shopify to resolve this issue directly with Clover, as I have exhausted all direct communication channels with Clover without success.
  This is no longer a private technical matter it is a commercial dispute involving potentially deceptive integration practices and lack of due diligence.
  

  Unless a meaningful solution is initiated, I reserve the right to escalate this case further to:
  

  ************************************ (****)
  

  ************************ (***)
  

  State Attorney Generals Office and international press if necessary.

  I kindly request that BBB continue mediating this case and urge Shopify to take merchant financial protection more seriously.
  
   
  Sincerely,
  
  ***** Aliimran Tekin

• Initial Complaint

  Date:22/04/2025

  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.

  On Apr 10th I reached out to Shopify support for assistance with updating my bank account for payouts (from sales) because there was a glitch in their system that would not allow me to do it on my end. In the process of fixing that they put a hold on my account while it could be reviewed for security reasons. On April 14 I submitted the documentation they were requesting and the email noted that the hold would be released within ***** hours. To this date the hold has not been released and I have nearly $17,000 in sales that have not been deposited to my accounts. ******************** support is unable to give me any answers on my case, just that I have to wait for the "payments" team to complete their review. The payments team is completely unresponsive via the email thread where they requested information. As a new business we do not have the capacity to operate without money coming in. We need Shopify to release the hold and communicate in a reasonable timeframe and not leave us in complete limbo. I've seen other store owners discuss on Shopify forums of holds of several months! Totally unacceptable, when the only reason the security hold was put in place was because we had simply reached out for help!

  Business Response

  Date: 30/04/2025

  Hello *****, 
  

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

  Reviews and holds are standard practice with all stores on the Shopify Platform. These reviews are carried out to ensure that Merchants are practicing within the Shopify Terms of Service and Acceptable Use Policies. We always try and have reviews take as little time as possible so there is as small an impact to the store as necessary. Sometimes reviews can take a bit longer and we do apologise for this.
  
  I do see from your Ticket that all your payouts have now been released and your account is up to date. If you have any other questions about the store please contact our help center any time you need to. 
  

  I hope this resolves your issue
  Regards
  *****
  

  
  

  Customer Answer

  Date: 30/04/2025

   
  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:22/04/2025

  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.

  My Shopify account was abruptly terminated on October 15, 2024, without a clear explanation. I submitted the required appeal on the same day, and I have followed up repeatedly over the past 6+ months through multiple support channels. Each time, I receive the same response: This has been escalated to a specialist team, with no further updates or ************* a result of this termination, Shopify has been holding nearly $10,000 USD in legitimate revenue. I did receive some chargebacks, but they were a direct consequence of Shopify terminating my store, which caused confusion among customers. Once terminated, the store showed only an error page, and customers could no longer track their orders or contact me through the usual storefront, leading to distrust and disputes.Beyond the financial impact, this termination damaged my brands reputation and credibility with customers something thats not easily recoverable.I am asking Shopify to release my funds and provide a clear resolution. I have cooperated fully, submitted all necessary documentation, and waited far beyond their standard 120-day hold period. I am not disputing chargebacks I am asking for the remainder of the money held and transparency about my case.

  Business Response

  Date: 24/04/2025

  Hi *******,
  

  My name is Aurora, and I'm a Support Lead at Shopify. I'm reaching out to clarify the status of your payouts.
  

  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:22/04/2025

  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.

  Frozen Funds Without Just Cause, *********************** Unfair Treatment of Small Merchant I am a small business owner using Shopifys platform to run my online store. My chargeback rate recently reached 1.05%, which is still relatively low in the e-commerce space and manageable with proper communication. However, instead of support or resolution, Shopify froze 100% of my stores funds without warning or reasonable explanation.Before my store was affected, my chargeback rate was 0%. The increase only occurred after I lost the ability to communicate with my customers due to ********************* own actions. Despite promptly submitting all required documentation and information, I have been ignored for several weeks with no updates, no transparency, and no access to support.The Shopify online chat agents offer no real assistance, repeating scripted responses without addressing the specific issues. I am completely locked out of funds I rightfully earned, with no sign of resolution or appeal being properly reviewed.Shopifys actions have caused financial harm to my business and show a disturbing pattern of neglect toward small merchants. This kind of behavior is unethical and unacceptable, especially from a company that profits directly from independent sellers success. There appears to be no fair dispute resolution process, no communication from their risk or support teams, and no accountability when they mishandle or delay merchant appeals.I am requesting the BBB to investigate this behavior and demand that Shopify:Unfreeze my funds or provide a clear, dated timeline and reason for any continued withholding.Respond to my submitted documentation regarding the chargeback situation.Offer real support and transparency to merchants, not automated chat replies.

  Business Response

  Date: 22/04/2025

  Hi Wenhua,
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts and your store, Im happy to provide some additional clarification. 
  
  For context, the reason why the store was closed was communicated to you by our Merchant Trust Team on ticket ID ************************************ on April 9, 2025. This was due to a violation of the Shopify Terms of Service and is not directly related to your chargeback rate.
  
  Regarding your payouts, your funds are currently being held in a reserve for 120 days, as mentioned in the email from our Merchant Trust Team. Shopify reserves the right to hold your payouts in a reserve at any time for any reason as per the Shopify Payments Terms of Service (section C.4.), which can be found at this address: *********************************************************************************************************************
  
  If you have any questions about this issue, please respond directly to the email with the ticket ID ************************************.
  
  Thanks,
  
  ***** | Shopify Support Lead
  
  

  Customer Answer

  Date: 23/04/2025

  Complaint: 23234537
  
  I am rejecting this response because:
  
  Hi *****,
  Thank you for your response.
  I am fully aware of the message received from the Merchant Trust Team on April 9, 2025, which stated that my store was closed due to a violation of Shopifys Terms of Service. However, the notice lacked any specific details about what part of the *** was allegedly violated, or what evidence supported this decision.
  You also mentioned that the issue is not directly related to my chargeback rate. That raises further concerns: if my chargeback history is not the reason, and no concrete policy violation has been identified or communicated, what exactly is the basis for both terminating my store and freezing 100% of my earned funds for 120 days?
  As stated in Section C.4. of your Terms, Shopify may impose reserves at its discretion. However, this discretion must be exercised in good faith, not arbitrarily. As a merchant, I have a right to know:
  Which specific clause of the Shopify Terms of Service was violated;
  What transactions, products, or actions triggered this response;
  Why no opportunity for correction or response was provided before shutdown;
  And why I was not contacted via email regarding my submitted appeal, despite following your process and also filing a formal complaint via BBB (which did receive a response).
  At minimum, I am requesting:
  A detailed explanation of the alleged *** violation;
  A re-evaluation of the fund hold, considering the absence of high chargebacks or fraud;
  Timely communication via my Shopify-registered email, not solely through third-party platforms.
  Without a clear explanation and justification, this action appears punitive and damaging to a legitimate business. Im prepared to escalate this matter further with the appropriate regulatory channels if transparency is not provided.
  Sincerely,
  Wenhua
  
  Sincerely,
  
  Wenhua Fu

  Business Response

  Date: 25/04/2025

  Hi Wenhua, 
  
  Thank you for the additional information, I'm happy to clarify this further and provide some next steps. 
  
  Our Trust team has re-opened the store and has sent a new email to the account owner email address on file with the ticket ID ************************************. Please note that while the store has been reopened, the Trust team required additional information before the hold on the payouts can be lifted. Please follow the instructions in the email to submit this information. 
  
  If you have any further questions about this issue, please respond to the email from our Trust team on ticket ID ************************************. This team is the only team equipped to respond to inquiries of this nature, as we are unable to disclose sensitive account details via the BBB platform.
  
  Best,
  
  ***** | Shopify Support Lead

  Customer Answer

  Date: 28/04/2025

  Complaint: 23234537
  
  I am rejecting this response because:
  I just read your message about disabling my Shopify Payments account and holding my payouts.
  Honestly, I dont understand how this decision is fair. We have completed 286 orders and only have a 2.45% chargeback rate, which is normal in e-commerce. We've been actively supporting our customers and solving any issues through email were not ignoring anyone or running away from problems.
  Freezing HKD ********** for 120 days feels extremely harsh, especially when the numbers clearly show the risk is low. Youre hurting a real business that's been working hard and trying to do everything the right way.
  I'm asking you to take another serious look at this:
  Release my funds either fully, or at least the portion related to completed, undisputed orders.
  Explain why you're calling a 2.45% chargeback rate "elevated risk" because that's nowhere near a high-risk threshold by normal standards.
  If this isnt handled properly, Ill have no choice but to escalate it further. Id much rather sort it out directly with you first.
  
  
  Sincerely,
  
  Wenhua Fu

  Customer Answer

  Date: 29/04/2025

  frozen

  Customer Answer

  Date: 08/05/2025

  i submit the information . but the shopify was silence .

  Customer Answer

  Date: 14/05/2025

  we sstill in dark ...

   

  Business Response

  Date: 22/05/2025

  Hello Wenhua,
  
  Thank you for following up on this issue. I want to take a moment to recap the events of this complaint so far and what the next steps are.
  
  I recognize that your initial complaint was that your store closed and you were not able to access it. This was resolved when your store was reopened on April 25, and was communicated to you on ticket ID ************************************.
  
  After reopening the store, the Merchant Trust team requested some additional information from you. Upon reviewing the information, it was determined that your store was not eligible to continue using Shopify Payments. This was communicated to you on April 28 on ticket ID ************************************. 
  
  On April 29, you submitted an appeal to be reconsidered for Shopify Payments. I apreciate your patience while the ************** team reviewed this request. The decision was made that Shopify Payments will not be reinstated on your store due to an elevated level of risk - this was communicated on the same ticket ID as above on May 22. 
  
  Please be aware that this decision is final. That said, it does not impact your ability to continue hosting your store on the Shopify platform. You will simply need to use a third-party payment gateway in order to process transactions. If you need assistance with this, please contact our 24/7 support team here: help.shopify.com
  
  Please also note that as per our Shopify Payments Terms of Service section D.2., Shopify may terminate your Shopify Payments account at any time, for any reason, including if we determine that you are ineligible for the ***************** because of the risk associated with your Shopify Payments Account. You can find our Shopify Payments Terms of Service here: *************************************************************
  

  Best,

  
  ***** | Shopify Support Lead

  
  

  Customer Answer

  Date: 26/05/2025

  Complaint: 23234537
  
  I am rejecting this response because:
  
  While we acknowledge your summary of the timeline, we must express our deep dissatisfaction with the way our case has been handled.
  
  Your team took nearly a month to complete a review, only to reiterate a decision that had already been made to deny us access to Shopify Payments. During this lengthy period, our funds remained completely frozen, which severely impacted our operations. As of today, there is still no timeline or resolution provided for the release of our remaining balance, which is unacceptable.
  
  We have fully complied with all information requests, run a legitimate business. Despite this, Shopify has:
  
  Provided no clear or transparent reason for classifying our store as "high risk"
  
  Made a final decision without offering a meaningful appeal process
  
  Continued to withhold all funds without a clear disbursement plan
  
  This experience has been extremely frustrating and harmful to our business. It is very concerning that a platform can unilaterally freeze a merchants funds for weeks and provide only generic explanations while continuing to collect fees.
  
  We strongly advise other merchants not to use Shopify Payments due to the lack of accountability and support we have received. 
  
  Sincerely,
  
  Wenhua Fu

  Customer Answer

  Date: 02/06/2025

  Shopify has shown time and time again that it does not care about its merchants. They withhold payouts without explanation, freeze accounts after we've fulfilled orders honestly, and ignore appeals with the same copy-paste responses.
  Ive experienced this firsthand. After working hard to run a legitimate store, I had my payouts frozen without any clear reason. I submitted documents, followed every rule, and reached out repeatedly. Stillno resolution. No accountability. No transparency.
  Whats worse is that Shopify seems untouchable. They hide behind automated emails and support agents who give no real answers. They know we rely on their platform to run our businesses, and they use that power against us.
  The Better Business Bureau reviewed my case and confirmed Shopify made no good faith effort to resolve the issue. That says everything.
  ?? To all fellow merchants: if this has happened to you, speak up. File complaints with the BBB, post your story, and let the public know what Shopify is really doing.
  They may not be afraid nowbut if enough of us stand together, we can force them to change.

  Customer Answer

  Date: 02/06/2025

  Shopify has shown time and time again that it does not care about its merchants. They withhold payouts without explanation, freeze accounts after we've fulfilled orders honestly, and ignore appeals with the same copy-paste responses.
  Ive experienced this firsthand. After working hard to run a legitimate store, I had my payouts frozen without any clear reason. I submitted documents, followed every rule, and reached out repeatedly. Stillno resolution. No accountability. No transparency.
  Whats worse is that Shopify seems untouchable. They hide behind automated emails and support agents who give no real answers. They know we rely on their platform to run our businesses, and they use that power against us.
  The Better Business Bureau reviewed my case and confirmed Shopify made no good faith effort to resolve the issue. That says everything.
  ?? To all fellow merchants: if this has happened to you, speak up. File complaints with the BBB, post your story, and let the public know what Shopify is really doing.
  They may not be afraid nowbut if enough of us stand together, we can force them to change.