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:25/07/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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, which has failed to resolve my issue regarding rejected payouts from *********. I have provided clear evidence, including transaction IDs and proof of rejection, but despite my repeated efforts to resolve the matter, Shopify has not taken proper action to process these funds back into my account.Background Information:Issue: On June 11, a payout from Airwallex was rejected and returned to Shopify. Despite this, Shopify has not processed the rejected payout back into my account.Documentation Provided: I have provided all necessary documentation, including the transaction ID, proof of the rejected payout, and screenshots showing the funds were returned to Shopify.Attempts to Resolve: I have contacted Shopifys customer support team multiple times and provided the required information. However, the responses I receive from Shopify continue to ignore the actual issue and focus on irrelevant issues like frozen funds, which have nothing to do with my case.Impact: Shopifys failure to resolve this issue has caused significant financial harm to my business. The funds have been held for over a month without any explanation or resolution, affecting my cash flow and ability to operate.Request for Resolution:I am requesting the following from Shopify:Immediate investigation and resolution of the rejected payouts issue, including processing the funds back into my account.A clear and thorough explanation of why this issue has not been resolved, despite the documentation I have provided.A final response from Shopifys financial team or legal department, not customer support, as they have repeatedly failed to address the matter properly.Thank you for your time and attention to this matter. I look forward to your response and assistance in resolving this issue.

  Customer Answer

  Date: 05/08/2025

  NEVER DID , IT'S HARD TO CONTACT SHOPIFY 

• Initial Complaint

  Date:23/07/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  We opened up a store with Shopify beginning of July. They ended up putting our payouts on hold until we turned in all necessary documentation Shopify asked for . We turned in all documentation asked and they responded with complete termination of our store. Our store and business is completely legit and been running for years. During this determination of the hold we were in middle of services to our customers. Our customers paid through a warranty company and we are in a bad situation where the customer needs their vehicle back but we have no payment and no type of resolution because we cant even get a response not by phone and not by email. All we want is Shopify to refund our customer so we all can proceed with a different credit card processing company and finish our transaction. I would rate this company an F and also Ill say its a scam because they are still trying to bill when Im fact they closed our store for absolutely no apparent valid reason!!!

  Customer Answer

  Date: 13/08/2025

  We have made several additional attempts to contact this business with absolutely no contact back 

  they have also removed their phone numbers as an option for contact 

• Initial Complaint

  Date:11/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted this complaint regarding the recent termination of my account on July 04, 2025, and Payouts. It has been over a week since I filed the appeal, to reopen my account or access to Admin Section to process refunds/cancel the transactions. I have not yet received any updates regarding my appeal. Additionally, I was expecting a payout to be deposited into my account July 11, 2025 amount of usd$797, but it has not been processed. Im concerned that the termination may be affecting this payment. Im also currently unable to issue refunds, which is impacting my ability to support my customers. I am requesting from ******************** to process my Payouts. Store ************************************* Ticket ID: ************************************

• Initial Complaint

  Date:11/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a formal complaint against Shopify for failing to properly handle a serious issue with a Shop seller, Tresses Beauty Supply.I placed an order on June 21. After receiving no updates, I requested cancellation on June 27 and contacted the seller multiple times, but received no response. One of their listed emails even bounced back. The item wasnt shipped until over two weeks later, and only after I opened a dispute with my ******* that time, I no longer needed the product. I refused the shipment yesterday (July 10) and the unopened package is now being returned to the seller via ****. I informed Shopify of this and requested assistance in receiving a full refund. I paid $7.61 on my debit card and used $7.79 in Shop credit, totaling $15.40.Despite my repeated efforts, Shopify has done nothing to resolve the issue or hold the seller ************** requesting that the BBB take action and pressure Shopify to issue a full refund and ensure sellers like this are properly monitored and held responsible for poor business practices.

• Initial Complaint

  Date:10/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ordered through a website on Shopify. When I placed my order through there site called flyandfaithful I was never asked for an email, only a number. Ive been having issues with this company and wanted to file a compliant. I went to file a compliant on shopify website and it doesnt allow me. It says that this order is less than 30 days old and that the email doesnt match. But I was never asked for email when placing order only number. I would to file a complaint against company I ordered from because they arent following their policys, theyre talking bad about me and ignoring my messages to fix any issues. Please reach out to me so I can submit a compliant and get refund for my order that I have not got. This is message I want to submit on shopify against flyandfaithful. I ordered my cup on July 3rd, and my cup was made late that night. Their shipping policy states 1-5 for processing. Its been 5 business days and I received no notification of my item shipping. Ive messaged them to ask about my item shipping on TikTok, and they were also live at the time so I was watching as well. They then proceeded to talk bad about me, with the one owner Nat stating bro and then making comments to her husband about how I asked for shipping information. Her husband then went on and complained about me on TikTok live stating they arent obligated to post cups after Ive asked numerous times to receive a video of my cup to see final product so I can see lava flow and I was ignored constantly while he responded to others. Ive been patient, while this business has bashed me on live, and been unprofessional. Ive made numerous attempts to see my cup, receive a video, because when they showed it on live it was shown for a few seconds to where I could only quickly glance at it. At this point, I want my cup to be shipped or a refund because the policy isnt being followed as stated in the SHIPPING POLICY.Two of my orders has not been shipped out yet.

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify stopped paying me the money I earned since February 2025. It is now July and I have contacted support six times and have been told every time that someone from the correct department will email me and I have never received an email about it. The company said I needed to upload information from the *** confirming my EIN. That has been done for months. Not only are they holding my funds, but I had also paid for a year in advance last September and have had to build and pay for a new website so that I can continue conducting business. I would expect Shopify to send me the payout that is long overdue. If they need to verify my EIN, the paperwork has already been uploaded. I also feel that I should be reimbursed the prorated value of the year long subscription as the platform I paid to use was not usable as agreed after payouts were stopped.

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unless you pay for premium Shopify plan you receive only bot support. I have been trying for over 6 months to get a payout from my closed store for a measly $60.82 due to Shopify locking my account. After many promises of an email to resolve I hear nothing. It may be an easy resolution, or something I did not do while closing my store, but they do not respond. The store name was Wild Hare Colorado Due to their lack of customer service, I have no way to escalate other than to contact you and hopefully you can help.Thank you,TS

  Customer Answer

  Date: 30/07/2025

  I have not heard from them either.  I will try again to reach them next week.  thank you

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am beyond frustrated with your handling of my account. My funds have been frozen for 130 days with no valid reason or resolution. Your team keeps giving me excusesfirst claiming my card number was wrong, then saying I couldnt update it, and now saying you dont support it.Youve been using this ridiculous back-and-forth for far too long. My bank account has been used successfully for years on Shopify, but now its rejected with no explanation. I followed your instructions, submitted the requested information, and was told I needed permission to change my account. This was never communicated to me. Your team failed to clarify this at any stage, and now Im stuck waiting in limbo.Your excuses and lack of human support are infuriating. Ive been given nothing but automated responses and meaningless explanations. Youve had more than enough time to resolve this. It is beyond unacceptable that my business is being held hostage by Shopifys inability to provide actual help.I demand that you release the frozen funds immediately or provide a legitimate explanation for why this is still happening. If I dont have a satisfactory resolution within 7 days, I will be filing a formal complaint with the Better Business Bureau (BBB) and pursuing all legal avenues.This needs to be resolved by a real personnot another bot.Ticket ID: ************************************

  Customer Answer

  Date: 10/07/2025

  I am writing to express my severe frustration with the handling of my account, where funds have been frozen for over 120 days, now approaching 130 days, without a valid reason or resolution. I am appalled by the lack of human attention and meaningful communication I have received from your team, and the continuous shifting of excuses has reached a point of absurdity.
  
  
  When this issue first began, I was told that my card number was incorrect, which I quickly resolved. However, despite providing the necessary update, I was later informed that I could not change the card numbersomething I had never been told before. Then, Shopify claimed that my card number could not be supported, despite the fact that this card has been successfully used on your platform multiple times without issue. The inconsistencies in your responses are unacceptable.
  
  
  Furthermore, when I attempted to update my bank account information, I was made to wait for weeks with no progress. When I finally received a response, your team claimed that the delay was due to the fact that I did not provide permission to update the bank account via email. However, this requirement was never clearly communicated to me before, and to be told that this was the reason for the delay is both unreasonable and frustrating.
  
  
  The most aggravating part is that the bank account we are attempting to use has worked flawlessly with Shopify for a long time, and now, suddenly, it is being rejected without any valid explanation. The excuses, delays, and lack of transparency are beyond frustrating. Whats even more infuriating is that Ive received no genuine, human support or insight into resolving this issue. It feels as though I am being passed around from one automated response to the next, with no one genuinely reviewing or addressing my case.

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have continued to always have an issue with Shopify Application. I even posted a review on ******. I have a small business and how I operate is through this platform Application. I make my updates on this application. Last night when I wanted to make changes it gives me a message to allow third party cookies to edit my website??? I contact the help desk and after 30 minutes or more of doing troubleshooting they couldn't help me. They insist it's my phone settings. But my phone settings are correct. But they dont realize it's the application. I told them if they dont resolve this i will discontinue with Shopify. I pay $54 a month to have this kind of glitch and service is unacceptable. Either they fix the issue or I will discontinue my website with them. I have been a business owner for years and never have I encounter constant issues with an application like this.

• Initial Complaint

  Date:06/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for a Shopify store to sell my original designs, I was told to add money for incidentals that might occur. When I decided to close my store, Shopify did not return the money I had uploaded. So, $117.97 is sitting in their bank and they refuse to transfer the money to my bank. Support stated a special "team" would contact me to assist in getting a refund. This "team" never contacted me.Shopify has no phone number and their support staff does not have any power to transfer funds.