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:17/04/2025

  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 payouts have been on hold since March 30th till date. *************** sent me an email April 11th seeking clarity about an order I fulfilled. I responded to the email promptly and I haven't heard from them since then.Several times I have contacted support both on ******* and from Shopify admin but no action has been taken. This is after escalating my ticket several times. *************** claims they didn't get a response from me. I went ahead and updated my email on Shopify to a normal email from the private relay email. It might be the cause of the miscommunication as my emails might be not delivering properly.I would be overwhelmed with gratitude if this matter is treated with outmost urgency as my bills have been pilling up and my business is on its knees. This has very stressful as I am a single mother of 3 and without that money I can't provide for my kids. Please see below screenshots of my response to **************** Sending a new email to my updated email on file ************************** might help get us to a resolution.

  Customer Answer

  Date: 17/04/2025

  This issue has been resolved. Thank you so much for your help

  Customer Answer

  Date: 25/04/2025

  I received an email from Shopify stating that my payouts amounting to $8647.51 were on hold. I should upload documents to resume my payouts. I uploaded what was asked of me on 04/01/2025. My dashboard had a message saying the review should be completed in two business days. But till date I have gotten no resolution or update. I have contacted their support several times with no help. This is a stressful inconvenience as I have bills that are incurring late fees that I have to take care of.

  Business Response

  Date: 25/04/2025

  Hi, *****.
  
  Its Lumen from Shopify. 
  
  Thank you for your patience while the team addressed your concern. I can confirm that the payout has been deposited into your account. If you have any further questions or concerns, please reply to ticket e9bb18c0-2eeb-4c5e-a801-5a4d15f46e9c so the team can keep collaborating with you. 
  
  Once again, I appreciate your patience throughout the process. 
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:16/04/2025

  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.

  I use Shopify for my online store. The money from my sales have stopped being deposited into my bank account. I have called my bank 2 times and it is not an issue with my bank. It is a Shopify issue. Over the last 2 weeks there have been 4 deposits made into my account and 4 which were not deposited. There is approximately $5k sitting in Shopify which I can't get into my account, I entered the ticket 7 days ago with follow up chats almost daily, with no response as to when this will be fixed. The appearance is that they are withholding my funds with no end in sight which is quite alarming.

  Business Response

  Date: 23/04/2025

  Hi ******,
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  I would be happy to assist you with your payout issue, however I was unable to find a store attached to the email address provided in this complaint. I was also unable to find any support tickets attached to this email address. Do you have a ticket number or a different email address that I can use to find your store? 
  
  Thanks, 
  Jack | Shopify Operations 

• Initial Complaint

  Date:16/04/2025

  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 is not giving me my money. I have contacted them 3 times over 2 weeks. I need to pay my sales tax, rents and other bills. Support is NEVER helpful. They gave me a ticket number of ***** which is clearly fake. They jut say they will elevate the case and close out the chat.

  Business Response

  Date: 23/04/2025

  Hi ******, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for letting us know about this concern. I was able to pull up your account and I can see that all your payouts have been successfully deposited to your bank account. If you have any other questions please let us know. 
  
  Thanks, 
  Jack | Shopify Operations 

• Initial Complaint

  Date:16/04/2025

  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.

  Shopify has a bug with their login screen. When selecting to login using a single click button for Apple id, or using ****** rather than a username and password a new account is created.I was trying to open 1 single store, but when logging into that using the shortcut methods they provide a new account is created. So 2 extra accounts were created and also billed for.I was charged for 3 accounts although I never finished any of the stores.I would like a refund for the 2 extraneous stores created.

  Business Response

  Date: 23/04/2025

  Hello ******, 
  

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

  I have looked at the issue that you have described and spoke with our Development team who have also reviewed the page. They have advised that the page is working as expected. This has been advised in your open Ticket ID ******** with our Support Advisor ******* 
  

  Merchants are responsible for the daily running of stores, and this includes subscription charges. Because of this we are unable to refund any subscription charges. I have checked and confirmed that the stores you wanted closed have been and no further subscription charges will apply. This issue is now resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 23/04/2025

  Complaint: 23211075
  
  I am rejecting this response because: I think there is some confusion.  The button for "login & hide email address" using your ******** profile does not log in and instead creates a new account.  This should not be intended. 

  I have broken it down, so that it is understood by all parties.

  In development there are two outcomes when clicking on an action item.  Intended and not intended outcomes.

  Action Item: When clicking the login using ********* a modal comes up and asks whether or not you would like to hide your email address from the vendor. 

  1: When you select "do not hide" the correct outcome is achieved, and you are logged into shopify.

  2: When you select "hide email address", you are not logged into the service.  It creates an entirely new account and double charges the customer.

  This is not the intended outcome, and if it is there is deception afoot.  Other than this one thing, I have been happy with the service. 

  I am not looking for a refund for the entire subscription.  I am looking for a refund for the double charge.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 30/04/2025

  Hello ******, 
  

  ***** here again with Shopify. 
  

  I have spoken with our Development Team and they have advised that the buttons are working as expected and this is not a means to deceive anyone. The Account Owner email is the main type of authentication used and if that is being hidden then the system may not be able to recognise that the Account Owner is logging in. 
  

  At this moment we will not be able to refund anything for the stores. This is in our Terms of Service.
  

  I trust this resolves the issue
  Regards
  *****
  

  
  

• Initial Complaint

  Date:15/04/2025

  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's customer service is grossly negligent. My domain expired earlier this month, which shut off access to my email and disabled it from being able to send or receive information. This is crippling my business. I reached out to ***************** submitted my ID twice, and have had no movement on resolution since. When speaking with the only available customer service (chat), I get refusal to escalate the issue, dismissed, and told to just wait. I am losing thousands of dollars in business daily. My entire business is at a standstill because of this issue and *******'s customer service is so appalling. There is no way to get resolution. This has been going on for over 10 days. Shopify Ticket 2937db21-8def-4efc-a8fa-ac3398143169

  Business Response

  Date: 22/04/2025

  Hi, ***.
  
  This is Lumen, an Operations Lead at Shopify.
  
  I recognize that you experienced difficulties logging into your Shopify store because you couldnt receive the code at your email address due to the expired domain.
  
  I checked your store and account, and I see that youve updated your email address to regain access, allowing you to run your store again. If you have any other questions or concerns, please feel free to reach out to our *********** at help.shopify.com and one of our Support Advisors will be able to assist you.
  
  I appreciate your patience while our internal team worked on resolving your concern.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 23/04/2025

  Complaint: 23209164
  
  I am rejecting this response because:
  

  Shopify has a serious issue with response times and ability to support customers. I lost weeks of business because of how long it took to regain access and how complicated Shopify made resolution to this issue. There is no way to complain with Shopify. When you ask for a supervisor or manager, the response from Shopify **************** is that there is no supervisor or manager. A simple domain renewal took weeks of following up, constant delays, and 7+ submissions of my ID, bank statements, ****** screenshots and more. This is so unacceptable - I lost thousands of dollars in work. This is appalling service. 
  
  
  Sincerely,
  
  *** ************

  Business Response

  Date: 29/04/2025

  Hi, ***.
  
  This is Lumen again from Shopify.
  
  I appreciate you sharing your concerns about the time it took to resolve your login issue related to your expired domain. I understand that the process may have felt longer than expected. Please be assured that our support advisors treat every issue with urgency. The complexity of certain situations can lead to varying resolution times; however, our teams work diligently to address them as quickly as possible.
  
  I also noted your requests to speak with a manager during your interaction. Currently, we dont have supervisors or managers to escalate interactions to, and our specialized teams handle escalations exclusively once a ticket is elevated. They are well-equipped to address those specific concerns.
  
  We value your feedback on our processes and will pass it along to our team for consideration.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:15/04/2025

  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.

  d I am the owner of the Shopify store Backyard, operating at ***********************************************. I am writing to respectfully request your assistance regarding the unexpected blocking of my store by Shopify.This store is part of my ongoing efforts to build a legitimate and customer-focused business. I am committed to full transparency and am willing to resolve any concerns that may have led to this issue. The closure has significantly impacted my operations, and I am eager to restore access as soon as possible.Your support in this matter would be greatly appreciated, and I am happy to provide any further information or documentation needed.Thank you for your attention and assistance.

  Business Response

  Date: 22/04/2025

  Hi, Karem.
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  I recognize that your store has been terminated by our Trust team. 

  Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information that should be useful to you. 

  Shopifys Terms of Service and Acceptable Use Policies are in place to protect the platform as well as consumers. If you have a store which has been shut down for violating these, you should have received an email from one of our specialist teams that you can reply to with your specific questions and your request to appeal the decision. I can confirm that our team has communicated with you via ticket 5af2b4e8-f192-4fd1-ab58-c4f1576050ab.

  In case you haven't received the personalized form, Ive included a link to the general form below.

  You can use this to dispute any actions taken on your Shopify store: **********************************************************************.

   Filling in that form will be a more effective way to get your information in the hands of the specialist assigned to your case. Front-line support will be limited in what they can see and assist with; store deactivations like you describe are best handled by specialists, so reaching out to them via the appeal form and replying to the correct ticket ID will be the most effective route forward for you.

  Much appreciated for your understanding. 
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:15/04/2025

  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.

  There is no way to contact support if you lose two factor authentication. The ** bot is the only contact left and it just keeps giving the same useless answer. You need to log in to your account to be connected to someone. It then says to email support if you cannot log in, but their email is no longer active. No phone, no email, no accountability. I am absolutely shocked by this. I really just wanted to access my account to complete a business relaunch but now I want to close my account and migrate my domain. Cant do that either.

  Business Response

  Date: 17/04/2025

  Hello ******, 
  
  My name is **** and I'm a Support Lead at Shopify. I understand that you were having difficulties reaching our support team, and I am happy to look into this for you. 
  
  I reviewed our records, and I can see that you were able to reach our support team after sending this message, and they have responded to you requesting some information to address your questions. I encourage you to continue working with ********* via ticket 56751055, and to send the information requested on that ticket. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

• Initial Complaint

  Date:14/04/2025

  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.

  About a week ago, I accidently lapsed on my subscription payment. I forgot my old debit card was connected and didnt put in my new card. I got locked out and went to pay with my ******. According to chat advisor, it was flagged as restricted even though ****** said that should have never happened. My whole account got locked and terminated. I was supposed to receive my working capital loan the next day. My money is frozen. My 150 orders are locked. My website is locked. I have been in contact every day with chat with no avail for a week! I have a lawyer that literally said this happens all the time. I cant call. Never got a termination letter to appeal because this was a locked payment and not an actual termination. This is insane!!! All the while I cant pay my supplier, cant pay my bills, cant send orders, cant have anyone buy from my website. Ive literally lost thousands and am close to losing everything if nobody reaches out TODAY! Chat told me twice that I was sent an email yesterday and proved to both of them that i dont have an email, only for them to come back and say it was NEVER SENT!!!! PLEASE HELP ME!!!Businesses should NOT have to worry about this. Worst thing Ive ever seen and *** recommended this company to so many of my customers. My supplier is threatening to leave me on a bad act payment, my customers think im scamming them, my other customers cant order because my website is down, My bills are not getting paid including my credit and working capital loans I have with them...LIKE HOW IS THIS GOOD BUSINESS?

  Business Response

  Date: 21/04/2025

  Hi ******,
  
  I'm ******, an Operations Lead at Shopify. I'm contacting you about your BBB complaint #********. 
  
  Due to the public nature of the BBB, I cannot discuss specific account details here. However, Ive sent you an email at the address on file with more information. To proceed, I also need to confirm your identity as the account owner. Please respond to ticket number # 56885792 with the required information, and I will be happy to assist you.
  
  Thank you for your understanding.
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:13/04/2025

  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.

  My business is Bambinos at ****************. I currently have a Shopify website/POS system for my business. I attempted to change my bank account tied to the site which my monthly payments for the site come from. In addition, my payouts from sales are deposited from Shopify into this bank account. This started in early February. On February 24th, Shopify made the arbitrary decision to stop my sales payouts, sending me an email telling me this was a security concern and for my safety. I have spent countless hours with their support team doing everything they request to get this resolved. You cannot speak to a live person. Their communications and actions can be weeks apart with no resolution. I finally got my bank account switched on April 9th. I have requested for almost three weeks for Shopify to get my payouts (from my sales) reinstated, I have requested to filed multiple complaints with Shopify and no resolution. No one can give me an answer as to why they are not paying these funds. They are holding almost $20,000 in sales. I have verified my identity numerous times as well. Sending them all documentation, copies on my drivers license, etc. I will pay taxes tomorrow on funds from sales I have not received. I have explained repeatedly this is affecting my business; I have bills to pay and need this resolved.

  Business Response

  Date: 21/04/2025

  Hi, ******.
  
  This is Lumen, an Operations Lead at Shopify.
  
  I recognize that you were facing difficulties with your payout hold.
  
  Im pleased to inform you that your payout hold has been lifted, and I can see that you've started receiving your payouts. If you have any further questions or concerns, please reply to this ticket: 254073f1-1c76-4bdb-8367-8518eadf5c7d, as the team has also communicated with you there.
  
  I appreciate your patience while the teams worked on your case.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:13/04/2025

  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 had a customer order some things from my online boutique on Tuesday April 8th. It is now Sunday April 13th and Shopify cannot tell me where my money is from this purchase. I have spoken with, now 5 different agents, who all have told me the same dismissive responses and actually lied to me, stating that it would be deposited into my balance account this past Friday April 11th, which of course, did not happpen. This has been going on now for 4 days and I still do not have my money. The agents are dismissive and just blow you off, telling you it will be deposited 'today' yet not one of 5 agents I have chatted with can tell me where my money is. Not one! They have all said that my money will be deposited into my balance account today but they said that Thursday night, Friday, Saturday and today, Sunday. I cannot access my own money. I am not sure what has happened to Shopify but the entire platform has really gone downhill and the service is abhorrent. The agents dont want to be bothered by issues that Shopify causes. In any case, if you value your money and your time DO NOT SIGN UP WITH SHOPIFY! They hold your money beyond the timeframe you are supposed to recieve access to it in your balance account, they lie to you regarding when youll be able to access it and then when you inquire about it, you are dismissed as though you are the problem! This platform has no right to hold people's money. I no longer believe I will even get my own money from them after all of these lies. SHOPIFY DOES NOT OFFER SUPPORT TO IT'S MERCHANTS and THEY WILL KEEP YOUR MONEY WIHOUT EXPLANATION. This is a nightmare. My money was supposed to be deposited into my balance account Friday, yet not one person will help me with this issue. I have no idea where my money is and when Ill be able to access it which is NOT how you do business. Their service now is sickening. I jut want my money so I can process customer orders bt ******************** refuses to tell me where my money even is.

  Customer Answer

  Date: 14/04/2025

  Someone at the BBB said that this was about refund exchnage issues with is NOT THE CASE.  I do not know why they put our complaint into that category as we NEVER stated that this was the case.  Our issue is NOT WITH RETURN / EXCHANGE ISSUES AND WE never stated that it was.  Please remove that comment /category as someone on the BBB side of this put our issue into that category and shojld not have done so as we never stated that our issue was regarding refunds or exchanges.  Please fix that.  Thank you.

  Business Response

  Date: 15/04/2025

  Hi, *********.
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  I recognize that you had difficulty locating your payout for the order on the April 8th, and I appreciate you for bringing us attention. After reviewing your store, I can confirm that your payout was deposited on April 11th. 
  
  Thank you for your patience during the payout process. 
  
  Best Regards
  Lumen | Shopify Operations Lead