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: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

• Initial Complaint

  Date:25/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled plan and Shopify still charges my credit card, not first time happening as our web agency had a similar experience with them. The other solution is to file a dispute with credit cards where they will retrieve back your funds, but before I go there I would like to clear it here.Don't like their approach, seems very tied to money.

  Business Response

  Date: 02/04/2025

  Hi Max,
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize you received a charge for a store you aren't aware of and I'm here to offer you some further guidance. 
  
  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. 
  
  I have contacted you directly within Ticket ID ******** with some next steps. If you have any further questions, please respond back directly in that email for tailored support.
  
  Thank you,
  ****** | Shopify 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,
  
  *** ******

  Customer Answer

  Date: 23/06/2025

  I am writing to formally request immediate resolution regarding ongoing charges made to my credit card by Shopify, despite my repeated written requests over the past several months to cancel and unsubscribe from your services. I have contacted Shopify customer service on multiple occasions requesting cancellation, and I have also filed a complaint with the Better Business Bureau. While I have received apologetic responses acknowledging the issue and promising resolution, the charges have unfortunately continued. This has caused ongoing frustration and financial inconvenience. As of today, these unauthorized charges remain unresolved. I am therefore requesting the following: Immediate cancellation of any active subscriptions or accounts associated with my information A full refund of all charges made after my original cancellation request Written confirmation that my account has been permanently closed and that no further charges will be made Please consider this my final attempt to resolve this matter amicably. If I do not receive a satisfactory response and full refund within 10 business days, I will proceed with filing a claim in Small Claims Court and report the matter to the ************************ and my state ************************* I sincerely hope Shopify will honor its obligations and resolve this matter promptly without requiring legal escalation. Ive attached documentation of my cancellation attempts and prior correspondence for your reference.

• Initial Complaint

  Date:24/03/2025

  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.

  Business Name: Shopify Inc.Business Address: ****************************************************************************************** Complaint Type: Product/Service Issue Complaint Summary:Shopify terminated our store without warning, despite an ongoing **** dispute involving a malicious competitor. One of the takedown notices was already removed, proving it was false. This termination occurred without notice, process, or compliance with **** law.Details:We run a legitimate e-commerce business. A competitor has repeatedly abused the **** takedown system by filing false copyright claims against our product content. We disputed these takedowns immediately and provided proof of original content. One of the **** notices was already removed by Shopify, confirming that the claims were fraudulent.Despite this, Shopify terminated our store without any prior notice, no chance to respond, and no formal investigation. This is a violation of Shopifys own platform policies and a potential violation of Section 512 of the ****, which requires a proper counter-notice and response period before any takedown or account termination.Our business has suffered serious financial harm due to this action. Shopify did not follow lawful or ethical procedures and failed to protect its user from false takedown abuse. This kind of termination without warning, especially after a proven false claim, is unacceptable.Resolution Requested:1.Immediate reinstatement of our Shopify store.2.A full internal review of the fraudulent **** claims.3.Written assurance that Shopify will comply with the **** and provide proper notice in the future.Documentation Available:**** takedown records Confirmation of removed **** notice Screenshots of suspended listings and store Copyright registration in progress All email communication with Shopify support Final Note:This matter may be escalated legally under 17 U.S. Code 512 if not resolved swiftly. We are prepared to pursue legal action for damages if necessary.

  Business Response

  Date: 01/04/2025

  Hello Abanoob, 
  

  I am *****, a Support Lead here with Shopify. 
  The DMCA takedown process is a legal process that has very strict processes that must be adhered to. These processes can seem frustrating but it is what Shopfy must follow. All information was given to you in the two tickets you have open, IDs :  ************************************ and 74ddc907-6ca5-40b5-a936-7ba4356ff303. Any questions or concerns should be directed at those tickets only as they are source of truth and the fastest way to resolve the issue. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:24/03/2025

  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.

  I was told by the representative at ************* which is a client of Shopify that a dispute is open for $100 with **************** CC and they can't refund the money until this dispute has closed.I checked with **************** and the dispute was closed in February, 2025 before the gods were even returned to the merchant.The merchant (**** Mattress) is saying that they cannot refund until this has been settled by Shopify.

  Customer Answer

  Date: 24/03/2025

  This is the receipt for the mattress ****** returned.

  **** Mattress says they cannot refund because"Shopify says there is an outstanding $100 dispute with ****************

  This dispute was settled in February, 2025 before the mattress was ever returned!

  Customer Answer

  Date: 25/03/2025

  I have contacted Lull Mattress but they said it could take up to 75 days and they are waiting for Shopify to reconcile.

  I am tired of the runaround so I contacted the *********** Amex is taking care of it.

• Initial Complaint

  Date:23/03/2025

  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.

  I am filing a complaint against Shopify for fraudulent charges applied to my account after I closed one of my Shopify stores in January 2023. Despite successfully closing my account, I noticed an unauthorized charge of $43.29 applied after account deactivation. I have been in communication with Shopify's support team through online chat, providing all requested documents, including billing statements and bank statements, to resolve this issue.Shopifys support team has informed me that the Billing Team will not accept these documents since they do not contain the 9-digit Shopify invoice. I find this unreasonable as these documents clearly show the unauthorized charge on my bank **************************** suggested that I file a chargeback through my bank for the charge, but my bank can only investigate charges from the past 60 days. Since the charges goes all the way back to January 2023, my bank will not be able to assist with this chargeback. This leaves me in a difficult position as I am seeking a refund for a charges that is over a year old due to their billing errors.Desired Outcome:A full refund of the $43.29 charges that was applied to my closed Shopify account since January ****** thorough review and improvement of Shopifys billing and support procedures to prevent further issues like this.A clear and fair process for dealing with charges on closed accounts, including accepting valid documentation for disputes without requiring unnecessary invoices.Relevant Documents:Billing statements showing the unauthorized *********** statements showing the $43.29 charge from *************************** chat correspondence with Shopify support team.I am requesting that this issue be resolved promptly and fairly, as I have followed all appropriate channels for resolving this matter.

  Business Response

  Date: 01/04/2025

  Hello *****,
  

  I'm *****, a Support Lead at Shopify. I've reviewed your conversations with our Support Advisor and the current ticket (ID: ********* with our Billing Specialist.
  

  The investigation shows that the correct store was closed per your request. However, you had a secondary active account with an active subscription.
  Managing subscriptions falls under store management, which is the merchant's responsibility. Shopify doesn't have control over whether an active subscription is being used. Therefore, as per our Terms of Service, refunds aren't typically given. However, I see that our Billing Specialist, *******, has made an exception and refunded invoices back to January 2025.
  

  If you have any questions, please respond directly to your ticket.
  Regards,
  *****

  
  

  Customer Answer

  Date: 01/04/2025

  Complaint: 23106158
  
  I am rejecting this response because:

  Dear *****,
  Thank you for your response and for providing clarity on the situation.
  While I understand that Shopify does not have control over subscription management, I would like to reiterate that I requested the deactivation of the store in January 2023, which should have stopped all charges associated with that account. The current store, which remains active, and I am currently paying on an annual basis separately for the active account.  I have attached the invoices and payment confirmation from 2023, 2024, & 2025 via ****** for the active account. ******************** continued to charge me despite my cancellation request for the non-active store.
  I appreciate the exception made by your Billing Specialist, *******, in refunding invoices back to January 2025, but I believe there is an error in the handling of my account, as I should not have been charged for the non active store beyond January 2023.
  Please provide more information or confirmation about the steps taken to deactivate the store, and why the charges continued despite my cancellation request? Additionally, I would like to confirm that I will no longer be charged for this account moving forward.
  Thank you for your assistance, and I look forward to your response.
  
  
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 01/04/2025

  Please see attached invoice and bank statement with charges of $43.29 still being charged on the account that I do NOT have access to.  Please refund the amount for the 4/1/25 invoice attached..

  Business Response

  Date: 07/04/2025

  Hello *****, 
  

  ***** here again from Shopify, 
  

  I have looked at the account and I do see that it has been fully cancelled and the most recent invoice has also been refunded. I hope this resolves your issue. 
  

  Regards
  *****.
  

  
  

  Customer Answer

  Date: 07/04/2025

  Complaint: 23106158
  
  I am rejecting this response because:

  I am writing to formally reject the resolution proposed by Shopify regarding my complaint about overbilling. While I appreciate their partial refund for the period of January to April 2025, I have not received any refunds for the charges that were applied to my Shopify account for the years 2023 and 2024, despite my repeated communication and submission of necessary documentation.
  

  I was overbilled for my Shopify store starting in 2023, with charges continuing after I had closed one of my stores. I have provided support for both my active store and the inactive store for the years 2023, 2024, and 2025, showing that the charges were incorrect and unauthorized. However, Shopifys response has only addressed the period from January to April 2025, leaving the charges from 2023 and 2024 unresolved.
  

  I am requesting a full refund for all fraudulent charges made from 2023 through 2024 for the store that was closed and should not have incurred any additional charges. Shopify has failed to resolve the entire issue and has only partially refunded the amounts for a limited period.
  

  I would greatly appreciate your assistance in helping to resolve this matter by ensuring that Shopify issues the full refund owed to me.

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

  Customer Answer

  Date: 09/04/2025

  Dear BBB Team,
  

  Thank you for your correspondence and for offering mediation to resolve the ongoing dispute with Shopify.
  

  I would like to formally accept the offer to proceed with mediation in order to reach a mutually agreed-upon resolution. I believe this process will help facilitate a fair and impartial discussion between both parties, allowing for a more efficient resolution of my complaint.
  

  Please let me know the next steps and any additional information or documentation required to proceed with mediation.
  

  Thank you again for your assistance in this matter. I look forward to resolving this issue with Shopify through the mediation process.

  Regards,

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