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:03/04/2025

  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 had an ongoing problem that my accountant made me aware of with Shopify. Shopify is no longer in the ************* and you can no longer speak to a human. It is all based on bots. When you call the **************** no one calls you back and if they do, they cant verify you over the phone so this has been going on for three months. They have been overcharging me for a basic account of $39 three or four times a month for the past two years. I have one account with them and I am unable to get a hold of them and I have complained to my bank and there isnothing I can do. They have a policy of a six month return and they are not honoring it not only that the person that they me in contact with takes days to answer And when they do answer there is no resolution. In fact they created a second account without my authorization and Ive applied my February and my March payment and have inactivated theaccount. I currently have with them what my domain is registered under that *** just paid for so when you click on my website, it is active and they have an active account with no information no theme no domain active and they want me to pay them. Double and you cant get a hold of a human being! You are talking to a robot it is so frustrating that I just keep getting charged so far this past year Im owed $800. And no one gets back to me. It is infuriating. I need you guys to please file a complaint with this company because they are not responding to their customers. I looked on a TikTok to see how I could get in contact with them other than the Canadian number I had contacted and they have no information and tons of people that are upset. You pay to be able to access a team member and you cant. This is just to host a website and if theres problems with your website, you cant get a hold of people I have problems with billing **** cant get a hold of anyone please help. By the way, $800 is only the two years the bank can pull up. I have had my account since. 2018

  Business Response

  Date: 11/04/2025

  Hi ********,
  
  My name is **** and I am an Operations Lead at Shopify. Thank you for reaching out to us. I understand that you are currently being charged for multiple stores, even though you are only operating one. You mentioned a second store, which is not fully set up, that you are still getting billed for. I want to clarify that this is expected behavior. Unless an activated store is manually closed, our system does not recognize it as inactive. Stores without custom domains or fully completed information may still be undergoing design changes or store setup, so we do not close stores based on these criteria.
  
  To better understand your situation, I attempted to locate any stores associated with your account but was unable to find any linked to either your email or full name. Could you please provide any details of both stores or the email(s) you use to operate these businesses?
  
  Additionally, I noticed that you've mentioned previous responses from our Support team did not resolve your issue. Since you were able to contact our Support team, could you please provide a ticket number? This will help me access your store information more quickly and review the situation.
  
  Thank you,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:02/04/2025

  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.

  Dear Better Business Bureau,I'm writing to bring to your attention a pressing issue that's preventing me from accessing my Shopify account. Despite numerous attempts, I've been unable to:1. Log in to my account2. ****** my account3. Speak with a support agent4. Find helpful resources in Shopify's ************ as directed by the automated systemAs a result, I'm unable to use Shopify's platform or even cancel my subscription. This is unacceptable, particularly given Shopify's reputation as a leading e-commerce platform.I urge Shopify to take immediate action to resolve this issue. Specifically, I request:1. Restoration of my account access2. Assistance with canceling my subscription, if account access cannot be restored, to prevent further charges3. A comprehensive review of Shopify's customer support infrastructure to prevent similar issues in the futureThank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,**** ******

  Business Response

  Date: 07/04/2025

  Hello Sade, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your Support Experience has not what you have expected. 
  Let me guide you to our Support team. Please follow the steps below: 
  1. Visit our ************ - ***********************************
  2. On the right-hand panel in the typing field at the bottom, type your inquiry. 
  3. If you have a store, click "Select a store to get personalized answers" and log in to your account. 
  4. Type your inquiry in the text box at the bottom. 
  5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support". 
  6. If you've already logged into your account at Step 3, you'll be connected to our Support team directly. Please follow the prompt to prepare a screenshot or relevant information while you wait in the queue. One of the Support Advisors will be with you soon. If you didn't log into your account at Step 3, please follow the prompt and click "Select a store" to log into your account of the account in question. If you can't access your account, click "I can't access my account". Follow the prompts to receive Account Support. 
  

  I hope this helps to get in contact with our live support team so they can help with any questions you may have regarding your account. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 17/04/2025

  I was given directions from Shopify to login to speak to a representative and I cant login to get help recovering my account in order to communicate with a representative.

  Business Response

  Date: 25/04/2025

  Hello Sade
  

  ***** here again from Shopify. 
  You can contact our Support team even if you are unable to login to your store. To do so, please follow these steps:
  1. Visit our ************* ************************************
  2. In the chat window, type the phrase 'can't login'
  3. A prompt will come up in the chat window that says 'Login help', click that prompt
  4. The left hand side of the page will change, click the option to 'Send us an email'
  Make sure to describe in full why you are unable to login, or what your issue is. The more information you can provide our Support team, the better they will be able to assist you!
  

  The process is the same if you are using mobile, however after clicking 'login help', you will need to minimize the chat to see the option to 'Send us an email'. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 26/04/2025

  Complaint: 23149113
  
  I am rejecting this response because:
  
  I already reached out to Shopify and did everything prompted to do and I still have no way of accessing my store.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/05/2025

  Hello Sade, 
  

  ***** here again from Shopify.
  An issue that has security implications for your account must be worked on by the correct team to get the issue resolved as quickly as possible. As you are continuing to have difficulties connecting with our ************ I have sent you a separate email so we can connect you with the Shopify Security Specialists to help you regain access to your account. 
  

  Please respond to that email from the Account Owner Email Address we have on file. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 09/05/2025

  Complaint: 23149113
  
  I am rejecting this response because:
  
  Hello *****,
  
  Thank you for reaching out. Im still experiencing account issues and havent received a resolution. Could you provide an update or direct contact for the Shopify Security Specialists? I appreciate your assistance in resolving this quickly.
  
  Im eager for the correct team to address the issue, and Ill await confirmation of resolution before considering the matter closed.
  
  Best,
  Sad
  

  Business Response

  Date: 28/05/2025

  Hello Sade, 
  

  ***** here again from Shopify. 
  

  Our Merchant Security Team wrote to you on Ticket ID : ************************************ on May 12 and also on May 25, 2025. They have removed the 2FA authorisation which will allow you to sign back in. Please follow the instructions in the email they have sent to log back into the account.
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:01/04/2025

  Type:Billing 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.

  I used Shopify to build a website for a time. On March 24th, the day that my yearly subscription was to be renewed and payment for another year taken, I cancelled my subscription. when I cancelled, I noticed the payment was already pending in my bank account for $381.93. I talked to my bank and they spent almost 2 weeks trying to dispute the charge as I had cancelled Shopify the day the subscription was to be renewed.But according to Shopify and the info they sent to my bank, they are "in the right" because I didn't cancel my subscription BEFORE the day of renewal. I have already been through this with my bank and heard from them today (April 1st) that there is nothing else that they can do, but that's almost $400 I'm paying for a product I DO NOT HAVE. And since I cancelled the account, I now would have to pay an additional fee to get it back. So either way Shopify is taking my money whether I use their service this year or not. Please let me be clear, I am not trying to reinstate my account. I want my money back. I cancelled because I no longer use the account and do not have the money to waste on something I'm not using.

  Business Response

  Date: 06/04/2025

  Hi Hannah,

  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your recent invoice. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent an email to the account owner email address that we have on file with the ticket ID ********. Please respond to that email directly if you have any questions or concerns.

  Thanks,
  
  ***** | Shopify Support Lead

  
  

  Customer Answer

  Date: 22/04/2025

  I have made contact with the business, and a resolution has been made and I am satisfied.

• Initial Complaint

  Date:01/04/2025

  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.

  I am a verified business owner using Shopifys native payment processor, Shopify Payments, which is powered by ******. On March 25, 2025 to this day, Shopify placed a hold on over $20,000 USD of my payout funds without any explanation, communication, or request for documentation.Over the course of more than a week, I contacted Shopify support multiple times via chat, email, and through the Shopify admin portal. Each time, I was told that my case had been escalated and that I should wait for an email but no email ever arrived, no case ID was ever provided, and no request for documents was made.After reaching out directly to ******, I was informed that Shopify controls all payout holds and must be the one to resolve or lift them. ****** confirmed this is a Custom Stripe Account fully managed by Shopify, and that they are unable to intervene unless contacted by Shopify directly.Eventually, after escalating my case repeatedly and demanding accountability, Shopify support admitted there was a document review request, but confirmed no email had ever been sent. I was forced to stay in a live chat and push hard just to have my ticket re-submitted and ensure communication would be ******* the time of filing this complaint, my $20,000 payout remains held, Ive lost time, trust, and operational stability, and Ive still not received a timeline for resolution. This situation has caused severe stress and harm to my business. Ive also discovered that many other merchants have faced the same issue weeks or even months of silence, store closures, and missing payouts.

  Business Response

  Date: 07/04/2025

  Hello ********,
  

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

  All stores on the Shopify platform are subject to routine reviews at any stage, and at multiple stages of their lifetime. These reviews are requested by our **************** to ensure that stores on the platform are complying with Shopifys Terms of Service and Acceptable Use Policy. To ensure these reviews do not impede on a stores daily operation only payouts are placed on hold and for the shortest amount of time possible. 
  

  In your case I can see that the payouts were held for a little longer than we would expect. Our Specialists were communicating this with you on Ticket ID : ************************************ and I see that they have resumed now. If you have any further questions you can respond directly the the ticket. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/04/2025

   
  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:30/03/2025

  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 occurred on 3/29/2025 where I was charged a monthly fee of $39 plus tax after a 3 month $1 trial period with Shopify to get an online store going. I set up 2 step authentication to try and make my store more secure however, I cannot get access to reset the password or disable the 2 step authentication passcode and I have reached out to the support help center email, as well as the chat a few times on 3/29 and 3/30 to try and get assistance. The email bounced back as no longer being active and directed me back to the chat resource, which is AI and it keeps repeating itself. I finally found a number for *************, which seemed to be a IVR and simply suggested I go back online to get help. I cannot submit a ticket because the chat resource will not allow you to submit one. I tried sending an email that I now want to deactivate my account/store because I am not able to get in touch with anyone who can assist with customer service, and again I was simply directed back to the support center. I do not want to continue to be changed monthly for a service that was advertised as I would have customer support to help with my online store, and now it does not seem to be anywhere available or accessible to actually provide resolutions.

  Business Response

  Date: 04/04/2025

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your support experience is not what you expected. 2 Factor Authentication is designed to protect your account from unauthorized access and to help identify you as an authorized user. Because this is active our Support Advisors need to escalate the issue to our Account Security Team. 
  

  Due to the public nature of the BBB and the sensitive information we will be discussing, I have sent you a separate email directly to the email address you have provided. Please respond to that email and we can get the issue resolved as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  ***** *****-******

  Customer Answer

  Date: 17/04/2025

  I have not been able to get a resolution from Shopify of speak to anyone on the phone or via a chat or email to get the 2 step authentication removed from the account so I can actually log into it, nor have I had any success getting in touch with the billing team to cancel my monthly subscription which I would like done immediately.

  Business Response

  Date: 18/04/2025

  Hello *****, 
  

  ***** here again from Shopify. 
  

  Our Account Security Specialists have been working with you directly on Ticket ID : ************************************ to help you regain access to your account. They are still waiting for you to use the required link to upload the necessary information so you can get the issue resolved. Please add the information requested and please respond directly to your open ticket so all information is kept in the one place. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:29/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Shopify Holding Payments Without Explanation I am filing this complaint because Shopify has been holding my funds since July 2024 without providing a clear explanation. My Shopify balance had $900+, and despite fulfilling and shipping all my orders, I have been unable to access my money.Shopify claims they sent me an email explaining the issue, but I never received it. I have contacted Shopify support over 7 times regarding this matter. Each time, I was promised a response and told that my case was being escalated, yet I have received no updates, no email, and no resolution. Shopify continues to hold my funds without telling me why.This has caused financial strain, as I have already fulfilled the orders associated with these payments. Shopifys failure to communicate or release my money is unacceptable. I am requesting that Shopify:1.Release my funds immediately or 2.Provide a detailed explanation with proof of the email they claim to have sent I expect a prompt resolution to this matter, as Shopify has been unreasonably withholding my earnings for months.

  Business Response

  Date: 03/04/2025

  Hello *******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your payout issues.
  
  I have contacted our Merchant Trust team and collaborated with them to engage our banking partners to request the release of the hold.
  
  I am pleased to inform you that our banking partners have re-enabled the payouts. However, I understand that you mentioned your bank account is no longer open. As a result, our Merchant Trust team has manually paused the payouts until you can update your bank account information. This precaution will prevent any attempts to process payouts to the closed account, which could lead to delays while waiting for the funds to be returned by your bank.
  
  Our Merchant Trust team will assist you in connecting with a member of our Billing and Payments team to help you update the bank account on file. Please reply to Ticket ID: ************************************ once you have completed that update, and I will manually re-enable your payouts.
  
  If you have any further questions regarding your payout and why it was paused, please direct all inquiries to Ticket ID: ************************************, as our Merchant Trust team is best equipped to assist you with those matters. Due to security concerns, we can only relay a limited amount of information through the BBB platform.
  
  Best regards,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 07/04/2025

  Complaint: 23132244
  
  I am rejecting this response because:
  
  I have yet to receive contact and now have received a email saying my funds have been released when I reached out prior to not have the account on file open anymore due to how long its been since I originally were supposed to receive my funds. I do not know where my funds are going and I still didnt get a response from your team yet.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 08/04/2025

  Hello *******,
  
  I have contacted our Money Support team, who has reached out to you regarding ticket #********. They will assist you with your request to update the bank account on file with ******************** Payments, allowing you to receive the pending balance for your shop. Please respond to that ticket moving forward and work with our Money Support team, as they will help you update your banking information. Once that is completed, please notify our Merchant Trust team using Ticket ID: ************************************, and they will attempt to apply your payout again.
  
  If you have any further questions about your payout and why it was paused, please direct all inquiries to Ticket ID: ************************************. Our Merchant Trust team is best equipped to assist you with those matters.
  
  Best regards,
  Kody | Operations Lead, Shopify
  
  

• Initial Complaint

  Date:28/03/2025

  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.

  Shopify closed my store back in September of 2022. They did not give a clear reason of why and stated that they couldn't give me a reason. At the time of them closing my store, I had a payout of over $1700. I was told that the funds would go into Shopify reserve and that I wouldn't get the money that was owed to me. Fast forward to 2025, in a time of desperation, I checked the balance of my shopify card with hopes of being able to use it. The balance was there, however I was unable to use the card or withdraw my money. I have reached out to Shopify on 4 different occasions over the past few months with no resolution. I told them that I needed my funds to feed my family. And after each conversation, I'm told someone will reach out to me from higher up. I never receive any type of communication from anyone. I just need my funds to feed my family, times are really hard right now.

  Business Response

  Date: 02/04/2025

  Hello ******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your payout concerns.
  
  I have reviewed your case with our Merchant Trust team, and they have confirmed that it has been escalated to the appropriate team to assist in resolving the issue and retrieving your funds.
  
  Our Support team will be contacting you shortly to verify the external bank account on file, ensuring that the funds are routed correctly. You should receive a new email shortly with the ticket ID: ********. Additionally, you can review the Merchant Trust email associated with Ticket ID: ************************************.
  
  Rest assured that your case has been prioritized, and the appropriate team will be in touch with you within the next few days. While I cannot provide a specific timeline for their response due to the current volume of inquiries, please know that this matter is being treated with urgency.
  
  Thank you for your understanding.
  
  Best regards,
  
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 10/04/2025

   
  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,
  
  ****** ****

  Customer Answer

  Date: 10/04/2025

  Issue was resolved, Thanks!

• Initial Complaint

  Date:28/03/2025

  Type:Customer Service 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.

  Shopify issued me a 1099K with the wrong EIN number for my business - Everyone Loves The Weekend. I needed to have them re-issue the 1099K with the correct EIN, so I reached out to customer support on February 20, 2025. They kept saying they were looking into fixing it, and never did. They have now stopped responding entirely. I have not heard from anyone in over 2 weeks. Please help!

  Business Response

  Date: 02/04/2025

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify.  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. 
  
  However, I do note that our Merchant Tax specialists have been in touch with you in ticket 55277236 earlier this week, and this appears to be resolved. If you have any additional questions around your 1099 report, feel free to respond to them there, where we can be assured your personal information will be protected.
  
  Best,
  ****** C | Support Lead 
  
  
  

  Customer Answer

  Date: 02/04/2025

   
  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:28/03/2025

  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.

  On February 21, 2025, during the processing of my first payout, Shopify informed me that my Shopify Payments account was under a standard review, a common procedure for new accounts. Despite this review, I was permitted to continue accepting payments from customers.?Prolonged Fund Withholding: From February 21 to March 25, 2025, Shopify withheld all payouts, totaling a substantial sum. Throughout this period, I received no clear communication regarding the reasons for the extended hold or any specific actions required on my part to resolve the situation.?Despite multiple attempts to seek clarification, Shopify's support team provided generic responses, failing to address the specifics of my case or offer a timeline for resolution.?Abrupt Account Termination: On March 28, 2025, without prior notice or explanation, Shopify closed my store. This action was taken without any indication of policy violations on my part and without affording me an opportunity to address any potential concerns.?The withholding of funds and sudden store closure have resulted in significant financial losses, including lost revenue and operational expenses.?The inability to fulfill customer orders due to ********************'s actions has harmed my business's reputation, leading to a loss of customer trust and future sales opportunities.?The unprofessional and dismissive attitude exhibited by Shopify's support team has caused considerable stress and frustration, exacerbated by the lack of transparency and accountability.?A comprehensive explanation from Shopify regarding the specific reasons for the prolonged fund withholding and the abrupt store closure.?An evaluation of Shopify's policies and practices concerning account reviews, fund withholding, and account termination to prevent similar injustices to other merchants.?Disclosure of this complaint and its resolution to inform other merchants and potential users of Shopify's platform about the company's business practices.?

  Customer Answer

  Date: 30/03/2025

  Dear Better Business Bureau,
  
  I am writing to provide an update and seek further assistance regarding my ongoing complaint against Shopify Inc., initially filed on 3/28/2025]. Despite my previous communication, the situation has deteriorated as follows:
  
  Case Closure Without Resolution: Shopify has unilaterally closed my case without addressing the core issues or providing any resolution.
  
  Continued Withholding of Funds: Since my first payout request on February 21, 2025, Shopify has frozen all funds associated with my account. To date, I have not received any disbursements, and the total amount withheld has increased with subsequent sales.
  
  Lack of Communication: My repeated attempts to engage with Shopify's support team have been met with silence or generic responses, indicating a disregard for my concerns and a lack of commitment to resolving the issue.
  
  These actions have caused significant financial hardship and have severely impacted my business operations. I believe that Shopify's conduct is unjust and violates fair business practices.
  
  I respectfully request the Better Business Bureau's continued intervention to:
  
  Reopen and Investigate the Case: Ensure that Shopify addresses the complaint substantively rather than dismissing it without resolution.
  
  Facilitate the Release of Withheld Funds: Advocate for the immediate disbursement of all funds rightfully owed to my business.
  
  Encourage Transparent Communication: Urge Shopify to engage in open and honest dialogue to resolve this matter amicably.
  
  I appreciate your attention to this matter and look forward to your guidance on the next steps.

  Business Response

  Date: 31/03/2025

  Hi, Kwai.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  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. 
  
  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. 
  
  I note the specialists handling your case have been in touch on March 27, feel free to reply to ticket ID ************************************ with any questions you have.
  
  Best,
  ****** C | Support Lead 
  
  
  
  

  Customer Answer

  Date: 01/04/2025

  Complaint: 23127733
  
  I am rejecting this response because:I am writing to formally file a complaint against Shopify Inc. concerning the prolonged withholding of my funds and the unjust closure of my online store. Despite my repeated attempts to resolve these issues directly with Shopify, there has been no satisfactory response or resolution.
  
  February 21, 2025: Initiated my first payout request.
  Consumer Advice
  
  February 21, 2025 March 25, 2025: Payouts remain frozen without clear communication.
  
  March 28, 2025: Store was abruptly closed without prior notice or explanation.
  
  Since February 21, 2025, my payouts have been frozen without any detailed explanation or estimated resolution date. This delay has caused significant financial hardship for my business.
  
  On March 28, 2025, my store was closed without any prior warning or specific reason provided. This action has severely impacted my business operations and reputation.
  Despite multiple inquiries, Shopify's support team has provided generic responses and redirected me between departments without addressing the core issues.
  March 27, 2025: Received a generic email from Shopify's support lead, ****** C, directing me to an appeal form without addressing the specific issues of fund withholding and store closure.
  Disbursement of all funds withheld since February 21, 2025, to alleviate the financial strain on my business.
  A comprehensive account of the reasons behind the fund withholding and the closure of my store, including any specific policy violations identified.
  If no valid violations are identified, immediate reinstatement of my store to resume business operations.
  Establishment of clear and direct communication channels with Shopify's support team to ensure timely and transparent updates on the status of my account and funds.
  
  Supporting Documents:
  
  Correspondence with Shopify's support team.
  
  Screenshots of account status and communications.
  
  Any other relevant documents evidencing the issues faced.
  
  I have made every effort to resolve these matters directly with Shopify but have been met with inadequate responses. Therefore, I seek the assistance of the Better Business Bureau to facilitate a fair and timely resolution.
  
  
  Sincerely,
  
  Kwai *** ****

  Business Response

  Date: 02/04/2025

  Hi, Kwai.
  
  In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to deactivate businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why merchants are allowed to appeal the decisions and submit supporting documents to assist in reassessment. If documentation is not provided, or the documents provided are insufficient to show a store doesnt carry an unsupportable level of risk, the store may not be reopened.
  
  I recognize that you might find the level of detail around the closure unsatisfying, but we can not disclose details of our assessment.
  
  You were provided correct guidance in the email you posted; you will need to correspond with the specialists in ticket ID ************************************ for any questions you have on this.
  
  Best,
  ****** C | Support Lead 
  
  
  
  
  
  

  Customer Answer

  Date: 05/04/2025

  Complaint: 23127733
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint against Shopify Inc. regarding the unjustified and prolonged withholding of my funds and the subsequent abrupt closure of my store without adequate explanation.
  On February 21, 2025, during the processing of my first payout, I was informed that my Shopify Payments account was under reviewa standard procedure for new accounts. Despite promptly providing all requested documentation, my funds have remained frozen since that date. Shopify's communications have not specified the duration of this freeze or provided clear reasons for the continued hold. According to Shopify's own policies, while accounts are under review, merchants can continue to operate their stores, but payouts are withheld until the review is resolved. However, in my case, the review has extended indefinitely without justification.
  On March 28, 2025, without prior notice or detailed explanation, my store was abruptly closed. The only communication received was an email stating that my business presented a level of risk that Shopify was unable to support, without specifying the reasons or any evidence supporting this assessment. Shopify's policy indicates that violations of their Terms of Service or Acceptable Use Policy can lead to store termination, but they typically provide an explanation and an opportunity to appeal. In my situation, such transparency and opportunity were not afforded.
  Throughout this period, my attempts to seek clarification have been met with generic, automated responses that failed to address the core issues. Specifically, Shopify's replies did not acknowledge or explain the fund freezing, nor did they provide a timeline for resolution. This lack of transparency and accountability has been both unprofessional and distressing.
  The continued withholding of funds has resulted in significant financial losses, hindering my ability to operate and grow my business.
  The inability to fulfill customer orders due to these issues has harmed my business's reputation, leading to a loss of customer trust and future sales opportunities.
  The unprofessional and dismissive attitude exhibited by Shopify's support team has caused considerable stress and frustration, exacerbated by the lack of transparency and accountability.
  I respectfully request the Better Business Bureau's assistance in addressing the following:
  A thorough review of Shopify's policies and practices regarding fund withholding and account closures, particularly focusing on their compliance with legal standards and contractual obligations.
  Facilitation of the prompt disbursement of all funds withheld since February 21, 2025, as there has been no legitimate justification provided for their continued retention.
  Advocacy for clearer communication from Shopify regarding the reasons for account actions and the criteria used to assess business risk, ensuring that merchants are treated fairly and are provided with due process.
  I trust that the Better Business Bureau will find merit in my complaint and will take the necessary steps to hold Shopify accountable for their actions, which I believe are detrimental to small business owners and potentially in violation of fair business practices.
  Thank you for your attention to this matter. I look forward to your response and any assistance you can provide in resolving this issue.
  Sincerely,
  Kwai
  
  Sincerely,
  
  Kwai *** ****

  Customer Answer

  Date: 05/04/2025

  I am writing to formally lodge a complaint against Shopify Inc. regarding their handling of my account, which I believe demonstrates deceptive practices and a lack of transparency that have left my business in severe financial and operational distress.
  
  Below is a detailed account of the events and issues I have experienced:
  
  Timeline & Key Events:
  
  First Payout and Frozen Funds (February 21, 2025):
  
  While processing my first payout on February 21, 2025, I was informed that my Shopify Payments account was under review. Shopify stated that this was a standard procedure for new accounts.
  however, since that date, my funds have remained completely frozen. Despite repeated inquiries, Shopifys communications have never addressed or explained why my funds remain inaccessible. They have consistently omitted any mention of the prolonged freeze or provided any timeline for resolution.
  
  Store Closure (March 28, 2025):
  
  On March 28, 2025, my store was abruptly closed without any prior notice or detailed explanation.
  
  The only correspondence I received was an email from the Shopify Merchant Trust Team stating that my business presents a level of risk that Shopify is unwilling to support. This response was generic and failed to address two crucial points:
  
  It did not mention or acknowledge the ongoing issue of my funds being frozen since the first payout.
  
  It did not offer any specific evidence or justification for deeming my business as high risk, nor did it provide any opportunity for meaningful dialogue or appeal beyond directing me to a ticket (ID: *************************************.
  
  Lack of Transparent Communication:
  
  Throughout this process, every attempt I made to receive clear and substantive information was met with automated or evasive responses.
  
  Shopify repeatedly redirected me to the appeal process and support tickets without addressing the core issue: the indefinite freeze of my funds. Their failure to communicate the details or reasons behind the frozen funds suggests an intentional omission, leading me to believe that they are misleading both merchants and regulatory bodies such as the BBB.

  Business Response

  Date: 07/04/2025

  Hi, Kwai.
  
  There isn't any new evidence or information in your rejection, and the BBB wouldn't be the best place to submit any details that could overturn your store closure. As explained before, we cannot support sensitive and account-specific matters via public forums. You have been provided the correct pathways to appeal and ask more questions; specifically the appeals form and ticket ID ************************************.
  
  Your frustration with the level of detail is noted, but as mentioned before, we can not disclose details of our assessment. 
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 08/04/2025

  Dear Better Business Bureau,
  
  I am writing to provide an update and express my continued frustration regarding my complaint against Shopify Inc., originally submitted on [Date of Original Complaint Submission], concerning the unjustified withholding of my funds and the abrupt termination of my store without adequate explanation.
  
  Current Status:
  
  Since my initial complaint, there has been no communication from Shopify addressing these issues. My funds remain inaccessible, and I have received no explanation for the termination of my store. This lack of response has exacerbated the financial and reputational damage to my business.
  
  Timeline of Events:
  
  February 21, 2025: During the processing of my first payout, I was informed that my Shopify Payments account was under review. Despite providing all requested documentation promptly, my funds have been frozen since that date without any clear explanation or timeline for resolution.
  
  March 28, 2025: My store was abruptly closed without prior notice. The only communication received was an email stating that my business presented a level of risk that Shopify could not support, without specifying the reasons or providing evidence for this assessment.
  
  March 29, 2025 Present: I have made multiple attempts to seek clarification from Shopify regarding both the fund withholding and the store closure. Each inquiry has been met with generic, automated responses that fail to address the core issues. As of today, Shopify has not provided any substantive response or resolution.
  
  Impact on My Business:
  
  Financial Hardship: The continued withholding of funds has severely hampered my operational capabilities, leading to unfulfilled orders and strained relationships with suppliers.
  
  Reputational Damage: The sudden store closure without explanation has eroded customer trust, resulting in lost sales and a tarnished brand image.
  
  Emotional Distress: The lack of transparency and unresponsiveness from Shopify has caused significant stress and uncertainty.
  
  Request for BBB Intervention:
  
  Given Shopify's continued lack of response and accountability, I respectfully request the Better Business Bureau to:
  
  Investigate Shopify's Practices: Examine Shopify's procedures related to fund withholding and account terminations to determine if they align with fair business practices and legal standards.
  
  Facilitate Fund Release: Advocate for the immediate release of the funds that have been unjustly held since February 21, 2025.
  
  Ensure Transparent Communication: Urge Shopify to provide clear, detailed explanations for their actions and to establish a fair process for merchants to address and resolve such disputes.
  
  I believe that Shopify's actions in this matter are not only detrimental to individual merchants but also indicative of broader issues that could affect many others in the business community. Your assistance in holding Shopify accountable is crucial to prevent similar occurrences in the future.
  
  Thank you for your attention to this matter. I look forward to your response and any steps you can take to assist in resolving these issues.
  
  Sincerely,
  
  Kwai

  Business Response

  Date: 09/04/2025

  Hello ******,
  
  **** here again, I appreciate you getting back to ***
  
  I contacted you regarding ticket ID ******** to verify your status as the Account Owner. After confirming this, I shared that our team had previously reached out through ticket ID ************************************ to provide details on the hold placed on your account. Im happy to inform you that this hold has now been lifted.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out to the team using the ticket ID mentioned above.
  
  Best regards,  
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 12/04/2025

  Complaint: 23127733
  
  I am rejecting this response because:
  Dear BBB Dispute Resolution Department,
  
  I am writing to formally reject Shopify Inc.'s most recent response regarding my ongoing complaint (ID *********, as it does not reflect my actual situation and fails to address the specific and critical issue at the heart of this dispute.
  
  Major Concern Ignored: Frozen Funds Since February 21, 2025
  I am Kwai *** ****, the rightful owner of the Shopify account associated with ticket ID ************************************. My issue stems from the fact that my first payout was frozen on February 21, 2025, and has remained unreleased to this daydespite Shopify confirming that it was simply a normal review process for new accounts. I was allowed to continue receiving payments through my store and cooperated fully by submitting all required documents.
  
  However, Shopify has never explained why my funds remain frozen, nor have they responded with any transparency about when or if they will be released. This has caused significant financial damage to my business.
  
  Shopifys BBB Replies Are Misleading and Inaccurate
  The latest message from Shopify in this complaint thread was from an agent named "****" referencing a different person (******), and completely unrelated ticket IDs ********* and ************************************* that have nothing to do with my account or my complaint.
  
  This is highly unprofessional and troubling for the following reasons:
  
  They addressed another individual (******) I am Kwai *** ****, and this confusion clearly indicates that Shopify copied and pasted a reply from another case without checking the complaint details.
  
  They continue to ignore the issue of frozen funds None of Shopifys replies have ever mentioned the specific issue that my funds have been withheld since February 21, nor do they offer any path for resolution.
  
  Their replies in both email and online chat are repetitive, vague, and evasive They offer no clarity or accountability.
  
   I Have Submitted All Relevant Documents
  Through the BBB platform, I have already submitted full documentation, including:
  
  The original message confirming the start of the payout review.
  
  Emails I received from Shopify (Merchant Trust Team).
  
  Screenshots and records of my communication attempts.
  
  Request for Action
  I respectfully ask that the BBB reopen this case and require that Shopify:
  
  Directly respond to the issue of my frozen payouts from February 21, 2025.
  
  Clearly state whether my funds will be released, and if not, explain why.
  
  Stop sending unrelated or auto-generated replies that do not pertain to my specific case or account.
  
  Summary:
  This situation has now spanned over 7 weeks with no resolution. Shopify has closed my store, withheld my funds, and refused to provide a direct or truthful answer. The mishandling of this caseboth operationally and ethicallyis deeply concerning. I urge the BBB to hold Shopify accountable and ensure they properly investigate and respond.
  
  Sincerely,
  
  
  Sincerely,
  
  Kwai *** ****

  Customer Answer

  Date: 17/04/2025

  Dear Dispute Resolution Department,
  
  Thank you for your message and for offering to mediate my dispute with Shopify Inc. I accept the offer to proceed with formal mediation.
  
  Below is a detailed, chronological account of the unresolved issues that Shopify continues to ignoremost critically, the indefinite freezing of my funds despite repeated assurances and requests for clarification:
  
  1. Initial Payout Freeze & Normal Review
  February 21, 2025
  During my very first payout, Shopify Payments placed my account on hold and froze the entire balance. A Shopify advisor assured me this was a routine review for new merchants, that it would take 714 business days, and that I could continue accepting customer payments in the meantime.
  
  2. Continued Sales & Total Fund Withholding
  Late February March 2025
  While my store remained active and orders continued coming in, Shopify progressively froze every additional sale I madeyet never released a single payout. I provided all requested documents immediately, but to this day, my entire balance has never been disbursed.
  
  3. Repeated, Generic Under Review Responses
  February 22 Present
  I have contacted Shopify over 20 times via their online chat and support channels, each time explaining that my funds remain frozen. Every response was identicalYour case is under review; were forwarding it to the specialist teamwith no mention of when or why my funds will be released, and no substantive update or timeline. 
  Shopify Community
  
  4. Abrupt Store Closure Without Explanation
  March 28, 2025
  Without warning, Shopify closed my store, citing a vague high-risk assessment. Their email never addressed the frozen funds issue nor explained how a store deemed too risky was allowed to process transactions for over a month.
  
  5. Complete Lack of Transparency & Accountability
  April 2025 Present
  Even after my complaint to the BBB, Shopifys responses remain automated and evasive. They have never:
  
  Acknowledged the prolonged freeze of my first payout (or any subsequent funds),
  
  Provided the specific rationale or duration of the hold,
  
  Offered any concrete steps I can take to resolve the situation.
  
  Impact on My Business
  Severe Cash-Flow Disruption: Unable to access any revenue since February 21, I cannot pay suppliers or fulfill orders.
  
  Reputational Harm: The sudden store shutdown and unfulfilled commitments have damaged my brands credibility.
  
  Personal & Emotional Distress: The persistent, dismissive responses and total lack of transparency have caused significant stress.
  
  Requested BBB Assistance
  Investigate Shopifys Fund-Holding Practices
  Determine whether their indefinite freezeswithout clear notice or justificationviolate fair-business standards and the merchants contractual rights.
  
  Facilitate Immediate Release of Funds
  Help secure the prompt disbursement of all monies held since February 21, 2025.
  
  Enforce Transparent Communication
  Advocate for Shopify to provide detailed, itemized explanations of account actions and a guaranteed timeline for resolution.
  
  I appreciate the BBBs role as an impartial mediator and look forward to collaboratively reaching a fair resolution. Please let me know the next steps and any information you require from me to schedule mediation.
  
  Sincerely,
  Kwai *** ****

  Business Response

  Date: 21/04/2025

  Better Business Bureau:

  The merchant has been provided all relevant information for their next steps, and Shopify cannot resolve issues via public forums like the BBB. We reject the offer to mediate.
  
  Thank you.

  Business Response

  Date: 22/05/2025

  Hi, Kwai.
  
  You have already been provided the the correct pathways to appeal and ask more questions; specifically the appeals form and ticket ID ************************************. We have also provided information on why we cannot disclose further details. We can not share additional information on our risk assessments, especially via public forums like the BBB. 
  
  Barring new information from you via the secure channels we provided, we consider this matter resolved.
  
  Best,
  ****** C | Support Lead

  Customer Answer

  Date: 26/05/2025

  Complaint: 23127733
  
  I am rejecting this response because:
  
  
  On February 21, 2025, my first payout was placed on hold, and I was told by Shopify Support that this was a normal review process for new accounts and that everything was fine.
  
  
  At no point was I informed that my account was under any risk or that funds would be permanently held.
  
  
  Shopify allowed me to continue using the platform and accept payments for weeks, even though they never released a single dollar to my bank account.
  
  
  Then, on March 27, 2025, Shopify suddenly closed my account citing vague "risk factors" and still did not return my frozen funds.
  
  
  Shopify continues to refer to a 120-day hold policy, but this was never communicated at the time my funds were first frozen in February. It appears they are retroactively applying this after closing my account which is unacceptable.
  
  
  Core Issue:
  This is not a dispute about a final payout after deactivation.
  This is a case where Shopify froze my very first payout, never gave access to any of my legitimate earnings, then continued to allow my store to operate and collect customer payments all while refusing to provide any timely updates or transparency.
  
  
  The response they now offer suggests this was all standard but I must respectfully disagree:
  
  
  If Shopify truly believed my business was too high risk, they should have stopped payment processing and informed me immediately not after weeks of silence.
  
  
  Their internal review processes may operate independently, but that is not an excuse for freezing funds indefinitely without accountability or communication.
  
  
  My Position:
  Shopifys explanation still does not address or justify the original fund freeze on February 21.
  
  
  Their responses are scripted and dismissive, avoiding the reality that I was never paid not even once.
  
  
  Their process has caused significant financial harm, and their lack of clear communication has been unacceptable for a company handling merchant revenue.
  Sincerely,
  
  Kwai *** ****

• Initial Complaint

  Date:27/03/2025

  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.

  Between January and March 2025, I was charged $89 per month (totaling $267) by Shopify for a POS Pro subscription that I never knowingly signed up for. I only purchased a POS device in December 2024 and did not subscribe to any POS software. I was unaware that a paid subscription had begun or that I was being charged monthly.Shopify never notified me via email or in-platform messaging that a trial had begun or that billing would automatically start. Under Californias Automatic Renewal Law (Business and Professions Code **********), businesses must clearly disclose auto-renewal terms and obtain affirmative consent before charging. Shopify failed to do so.After discovering the charges, I contacted Shopify support multiple times. I was told they do not offer refunds for subscriptions but that an exception was made for the March charge. I requested refunds for the January and February charges, but Shopify has ********** a small business owner, $267 is a significant and unauthorized charge. I am requesting a full refund of the $178 charged in January and February for a subscription I never agreed to, and for Shopify to comply with California consumer protection laws.

  Business Response

  Date: 04/04/2025

  Hello Shezal, 
  

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

  Shopify provides the platform for Merchants to build their stores and sell their items, what we do not do is have any input into any of the daily aspects of that store. This includes subscription charges and it is up to the Merchant to manage those charges. With that responsibility being with the Account Owner we cannot issue refunds as per our Terms of Service. 
  

  I do see on your Ticket ID : ******** that our Billing Specialists made an exception for you for the March invoice. They have also advised that this is the only exception that can be made at this time and consider the matter resolved. 
  

  Regards 
  *****