Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/03/2025

  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 
  *****
  

  
  

• Initial Complaint

  Date:27/03/2025

  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.

  On March 4, 2025 I started to work on a website for my music publishing compay and purchase a domain on the 6th of March 144kmusic.comon the 7th of March Shopify deactivated the account and i had to appeal. I appeal and shopify said i was go to go over to have to start over on the 7th and still not having access to the ****** i puschase. So I purchase another domain **************** because time was against and completely finish the website all was need to add banking information. Again Shopify deactivate the account it was appeal and ok. same thing happen again although shopify claimed the siutation fixed it wasnt and i starte to get the run around with them saying they will reach out to me via phone call it negative i happen so again i had to start over again and they did the same thing to that website all under the 144k muisc all information same . I am getting the run around for the corporate headquarter phone number address and email. I keep getting message we working on it be patience we understand only to say they coldnt do anything on a simple fix matter and they will reach out. Then they said they fixed it and all my information was saved but I have no access to my own domains i payfor under the same name and information. I have 2 inactive accouts and 2 active accounts. the 2 inactive accounts is where my domains are that shopify complete lock me out as if they trying to stealmy domain names. I only want to do one website but with the extreme poor service and them keep deactivating my accounts the long wait times for them to get back and me having to keep doing the site over and over again i strongly feel all of this was done on purpose to steal my domins and to hurt my business progress in life

  Business Response

  Date: 04/04/2025

  Hello Lavien,
  
  My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out about the closure of your account ****************.
  
  The team responsible for your account closure has reached out to the email associated with the Account Owner under ticket ID ************************************. They provided details regarding the reasons behind the closure of your account.
  
  If you believe that the account should not have been closed, you have the option to fill out a dispute form, which can be found here: ***********************************************************************************************************
  
  If you have any questions, please dont hesitate to reach out to the team using the ticket ID mentioned above, as they are equipped to assist you further.
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:26/03/2025

  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 will not release over $5000 in payouts to my company. They have however continued to CHARGE us their fees... I have more transcripts than possible to upload/attach...

  Business Response

  Date: 03/04/2025

  Hello *******, 
  

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

  Payout holds can happen for various reasons and we always endeavor to keep the length of the hold as short as possible to mitigate any impact on stores. Sometimes this is not possible and the time takes a little longer. I do see that our Account Security Team were able to resolve your issue and have spoken with you on Ticket ID : ************************************. If you have any further questions you can reply to that ticket directly. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:26/03/2025

  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.

  After operating my store on Shopify on March 16, I received the following message:CHARM Software has been deactivated (March 17, 2025)We have deactivated this store because it is in violation of Shopify's Acceptable Use Policy (***). As a result, it is no longer hosted on our platform and the full amount of your store's pending payouts will be held by the processor. Payouts are typically held for 120 days.If you believe this decision was made in error, you can submit an appeal. This will initiate a review process to determine if your store can be reinstated.Submit Appeal How the appeal process works Submit your appeal with the required documentation We will review your appeal and may request additional information if needed We will reach out to you via email to let you know the outcome of your appeal Learn more about Shopifys appeal process.Ticket ID: ********************************************************* Merchant Trust Team This message lacks transparency. It does not specify what part of the *** was violated, leaving merchants in the dark about what went wrong. When I contacted Shopify support, they were unable to clarify the issue or provide meaningful guidance. Instead, they escalated my case without resolution.These practices have caused significant harm:**** ability to operate my business has been severely impacted, damaging my reputation.2.Advertising expenses incurred to drive sales have gone to waste.This is not an isolated incidentmany others are experiencing similar issues. I am urging your office to investigate Shopifys practices and ensure that merchants rights are respected. Specifically, I am requesting:1.A review of Shopifys account termination and fund withholding processes.2.A clear and functional resolution process for affected merchants.3.Compensation for financial and reputational damages caused by Shopifys actions.

  Business Response

  Date: 03/04/2025

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. 
  For privacy and security reasons, we're unable to share specific results from our standard reviews. These reviews assess various aspects of a business and can identify multiple reasons why a store might not be supported by Shopify. However, our Merchant Trust team provides an appeal link for merchants to submit additional documentation for review.
  

  Our Merchant Trust team have received your appeal and will be reaching out to you whenever a decision has been made. If you have any further questions, please feel free to reply to the ticket directly. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 03/04/2025

  Complaint: 23121053
  
  I am rejecting this response because: The response was essentially a merge of the messages I received when the deactivation notice was sent and their confirmation that the appeal was received. That was 17 days ago.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/04/2025

  Hello ****, 
  

  ***** here again from Shopify. 
  

  As the Better Business Bureau is a public facing platform, we are unable to give account specific information to protect the security of your account. It may seem that responses are not tailored to your store directly but I can assure you they are. 
  

  Appeals for stores take time to review and complete. There are many things to check and be verified. I can see that this appeal review has now been completed and the store is active and working. If you have any further questions you can reply directly to your Ticket ID : ************************************. This matter is now resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/04/2025

   
  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.

  Ir is recommended that Shopify be more transparent on what is being reviewed and how long the process takes.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:26/03/2025

  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.

  Ive been a loyal Shopify customer for over 7 years and have always had reliable payout timing sales processed Monday would hit my account by Wednesday, and so on. Recently, I decided to try Shopify Balance, after receiving multiple promotions stating it would offer faster or same-day payouts.I switched on Monday, March 24, 2025. Over Monday and Tuesday, I received about $8,000 in orders which, under my previous payout method, would have already been deposited in my account. Instead, I received just one small payout of $799, and the rest of the funds are stuck in a confusing, inconsistent schedule. Some orders show payout dates of March 27, others March 31 and no one at Shopify support has been able to give me a clear answer or help me resolve ***** make matters worse, my account is now overdrawing, and this delay is depleting my operational cash, which I rely on to pay vendors, fulfill orders, and keep the business running. Ive contacted support, reached out to a rep ******* and still have no resolution or direction.All Im asking is to speak with someone who can clearly explain what is happening and guide me on how to fix it whether thats switching back to my bank account or staying with Balance. I need a real answer before I make a decision that could delay payouts even ********** this point, Im left in the dark. Ive also seen other merchants facing similar problems, so I know this isnt an isolated issue. I dont want to leave Shopify, but I will if I cant get timely, dependable support especially when its impacting my financial health.Desired Outcome:I am simply requesting to speak with someone from Shopify who has the authority and knowledge to explain:1.Where my funds are and when Ill be paid2.Whether switching back to bank payouts will delay funds ************ to resolve this issue without further financial damage to my business

  Business Response

  Date: 03/04/2025

  Hi ****, 
  

  I am ***** a Support Lead here with Shopify. 
  Because of the public nature of the BBB I am unable to discuss account specific information to keep your account security intact. Moving payments to a Balance Account works the same as moving them to a bank account but with the added benefit of no processing times. I have had a look at the payout schedule and all payments are there and accounted for. I do see that in some cases like April 1, one of the payments fell outside of the payout cut off which was paid out April 2 so was added into the April 3 payout. I do also see other payment processor payments like ****** on those days which are not paid into your Balance Account. 
  

  I hope this answers your question and if you have any further questions please feel free to contact our *********** at any point or you can also have a look at our Help Documentation here - ************************************************************************************
  

  Regards

  *****

• Initial Complaint

  Date:25/03/2025

  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.

  Today I called shopify support as i logged into my account and was shocked that i seen a phone support but however i was told that my store ID LOOK ENT had a failed payout of 340USD since 2023 & this was never fixed however when i reached out today i was told that i have to wait for a response until 3 weeks , and i am confused on why would i wait longer if i have already been waiting since ***************************************************************************************************************************************************** get this resolved

  Business Response

  Date: 03/04/2025

  Hello *******, 
  

  I am *****, an Operations Lead here with Shopify. 
  

  The daily management of a store is not something that Shopify has any input into. All management of accounts are the responsibility of the Merchant and this includes their finances. If a payout fails, a banner is placed on the store's Admin so that the Merchant can take action to resolve the issue. 
  In saying that, our Merchant Trust Team have reviewed the issue and reach out out directly to you via Ticket ID : ************************************ with updated information and resolved the issue. If you have any further questions please reply directly to that email. 
  

  The issue is now resolved.
  Regards
  *****
  

  
  

• Initial Complaint

  Date:25/03/2025

  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.

  An account was fraudulently set up using my information. Shortly after receiving the email that an account was set up using my information, I got a second email stating that the email address on the account was changed to ************************* I need this account closed ASAP. This is a fraudulent account and there is zero options for me to talk to a live person about this issue.

  Business Response

  Date: 26/03/2025

  Hi *******,
  
  My name is ******, Im an Operations Lead at Shopify. Thank you for reaching out to us regarding your experience with your email being used to create an account on our platform. 
  
  I apologize for the inconvenience this has caused you. I have reached out to our internal team on your behalf to notify them of the account. I would also recommend submitting a request to have your data removed from the associated account. To submit this request, please go to ************************************************ follow the below steps:
  
  1. Click on *************** then "Shopify merchant, partner, or Compass user"
  2. Under "Log in to Shopify" select "Don't have access?"
  3. Choose "All Accounts are closed" and provide your name and email address details used in the boxes provided. Then click "Submit request"
  4. Check your inbox to verify your email address
  5. Once your email address has been verified, sign the affidavit and a member of our team will process your request as soon as possible
  
  Please note, the Shopify Privacy Team has 30 days upon receipt to respond to the request. Once the deletion request has been approved, you will receive an email confirming that your data will be deleted within 10 business days.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 26/03/2025

  Complaint: 23115357
  
  I am rejecting this response because: I need confirmation that any account associated with my name, address, email address, social security number, etc. has been closed and marked as fraud.

  How can I obtain this confirmation?

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

  Business Response

  Date: 03/04/2025

  Hi *****, 
  
  This is ****** reaching out to follow up on your previous concern.

  I want to assure you that once our internal team has marked the store as closed, you should have received email confirmation regarding this action. Following this, the data erasure steps we suggested in our prior communication are your next steps. Once you have completed those and your deletion request has been approved, our team will send you a confirmation email indicating that your data will be completely erased within 10 business days. Please note that from the date you complete the data deletion request, we have up to 30 days to respond. 
  
  In the interim, I can confirm that the store in question has indeed been marked as fraudulent and closed; you can take this email as official confirmation. 
  
  We consider this case closed. 
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:25/03/2025

  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.

  We need to speak to someone about getting back into our account. We have recorded conversations with 4 or 5 people on the other end of a chat and none have been able to help us regain access to shopify account. All we want is to PAY to re-access account. That is part one. part 2 is that now we receive an email that our account (that we cant access because no one can help us do so) is on auto-renew for our URL and we cannot access to take the auto-renew off. no one to help. so frustrated and hours and hours spent on this. Our account is locked and there is about $250 we also cannot access from our shop. No phone number and no once resolves issue..it just keeps going in a circle with no resolution. and now they want to take $16 for OUR domain name we cannot use. We need the domain name and if we can AT LEAST take the auto-renew off we can buy it with a different company when it expires next week!!!!!!

  Business Response

  Date: 26/03/2025

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding accessing your account and domain. 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 can provide you with some information to help you move forward. 
  
  Our records indicate our Account Security team sent you and email via Ticket ID: 932d99f7-2acc-4e24-8703-fcf816cc3e37 in order for you to upload identification information via a secure link which has now expired. Please respond back to this Ticket ID to request a new link be sent to you in order to upload the required identification information.  
  
  Once this has been completed, you will be able to log back into your store in order to manage the renewal of your domain. 
  
  Thank you,
  *****

  Customer Answer

  Date: 27/03/2025

  Complaint: 23110754
  
  I am rejecting this response because:
  We sent the info requested however it was sent to our other email. We replied with identification from the other email which is ************************** BUT we are requesting removal of 2 factory authentication (to hopefully be able to access our account) for the email *********************** no one has been able to assist with this despite us uploading ID for *** *********. We got no reply from shopify. If you can unlock our account/store we will be happy to pay the fee please. In addition if we can't access our account we cannot REMOVE the autopay on our URL. Just the other day after we have been locked out of our account for months, ******************** emailed us stating that they would be charging $16 to autorenew our URL. we need to access our account so that we could manage that. ***** could you call me so we can resolve this in just a few minutes? Or give us access to our store/account? We can provide credit card for payment over the phone and will be happy too.

  Get verified over the phone. Or if you can send any verification through this communication we will be happy to provided here.
  

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

  Business Response

  Date: 02/04/2025

  Hello ***, 
  
  Thank you for getting back to me about this. 
  
  Based on our records, our Account Security team emailed ******************************* on February 27, 2025, providing a link to upload your identification documents using ticket ID: ************************************. Please note that this link expired on March 2, 2025, so you'll need to respond to this ticket ID to request a new one from the Account Security team.
  
  As the BBB is a public platform, we cannot verify this information here. To regain access to your account, you must respond to the ticket ID.
  
  Sincerely, 
  
  ***** | Shopify Operations Lead