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:11/03/2025

  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 have a Shopify store, The Prime Best, we use Shopify Payments as a payment gateway. This is the link to our store: 5e21d2.myshopify.com On July 19, 2024 we received the message that 20% reserve of all future sales which will be held for 120 days in order to mitigate this chargeback risk. So far so good, we waited the 120 days, as informed, and on November 11, they released only 80% of the amount withheld and said that they would continue to retain the 20% and in future sales they would continue this retention as well, that it was necessary to partial reserve is necessary to mitigate the risks associated with chargebacks.We waited another 120 days, and on March 11 the money was to be released and they said they would hold it for another 120 ******* other words, this is the 3rd time that they are withholding the money, practicing something illegal, known as floating money, using it and leaving us in the lurch, without money, unable to continue business and ************ other words, one year of withholding our hard-earned money. Shopify is BREAKING THE LAW.?Shopify's actions are unfair, deceptive and abusive

  Business Response

  Date: 18/03/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your experience with the payout reserves to our attention. 
  
  We recognize that these situations can be frustrating and are not ideal. However, when we detect a higher level of risk for customer disputes, it is necessary for us to take preventive measures, such as disabling Shopify Payments and reserving funds to address potential disputes. If there have been any new orders since you were notified about the payout reserve, we will need to maintain the reserve in place, as customers have up to 120 days from the transaction date to file a chargeback.
  
  For more details, please refer to our Terms of Service, Section C.4. You can find it here: ******************************************************************************************************************.
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 24/03/2025

  Complaint: 23048880
  
  I am rejecting this response because:
  

  The point is that you have been withholding my money since July 2024.
  This money that is in your hands has already been withheld for 120 days, it was supposed to be released on March 11 and now you have banned my account, to have another 120 days of money withheld, that is a total of 240 days of money withheld, almost a year of money withheld, taking my business to bankruptcy, because my only money is in your hands.
  

  Business Response

  Date: 01/04/2025

  Hi ****,
  
  Thank you for following up with your response. I can see that the team who conducted a review of your store has been actively corresponding with you on ticket ID ************************************. 
  
  I want to reiterate what they have stated on their response to you three days ago: we are unable to release the funds before the specified date, as the funds are being held to mitigate the risk of customer disputes.

  If, however, you don't receive any new chargebacks after 30 days from March 29, please reach back out to the team on ticket ID ************************************ and they can review your account to possibly reduce or remove the reserved funds early.
  
  Moving forward, please redirect all correspondence to the ticket so that you can work directly with the team who conducted the review on your store.
  
  Thank you for your understanding.
  
  Kind regards,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:11/03/2025

  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.

  Ticket ID: ************************************ I want to talk to shopify *** higher department .You claim my business poses a level of risk but refuse to provide any evidence (e.g., chargebacks, policy violations, customer complaints).My store has 0 disputes, 0 chargebacks, and full compliance with Shopifys policies. All orders were fulfilled promptly.If Shopify believes there is risk, I demand a detailed list of required documents to resolve this.A list of documents Shopify requires to reassess this *************** contact information for a senior supervisor or legal representative.

  Business Response

  Date: 17/03/2025

  Hi On Ki,
  
  My name is **** an Operations Lead at Shopify. Thank you for informing us regarding your experience on Ticket ID ************************************. 
  
  Shopifys Terms of Service and Acceptable Use Policies are in place to protect the platform as well as consumers. 
  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 cannot disclose details of our assessment.
  
  Best regards,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 17/03/2025

  Complaint: 23048805
  
  I am rejecting this response because:
  
  My store has 0 disputes, 0 chargebacks, and full compliance with Shopifys policies. All orders were fulfilled promptly.
  Why frozen my funds ?
  
  Sincerely,
  
  On Ki Lo

  Business Response

  Date: 18/03/2025

  Hi On Ki,
  
  Thank you for your response. At this time, we are unable to disclose the details of our assessment. However, you can find more information in our Terms of Service, specifically in Sections 3.2 and 14.3.
  
  Cheers,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 21/03/2025

  Complaint: 23048805
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,
  I am filing a formal complaint against Shopify for unjustly freezing my business funds without cause.
  Key Facts:
  Zero Disputes, Zero Chargebacks: My store has no history of customer complaints, disputes, or chargebacks.
  Full Compliance: All transactions were legitimate, and all orders were fulfilled promptly per Shopifys policies.
  Unjustified Account Restriction: ******************** abruptly restricted my use of Shopify Payments and placed a 120-day hold on my funds without prior notice or any valid reason.
  Lack of Transparency: Shopify refuses to provide evidence of the alleged risk justifying this hold, citing vague internal policies.
  Unfair Business Practice: This withholding of earnings from completed, dispute-free transactions appears to be an unfair and potentially unlawful business practice.
  My Request:
  I demand that Shopify immediately release my funds and provide a clear explanation for this unjustified action. I am seeking the BBBs assistance in resolving this matter promptly.
  Please let me know how I can proceed with this complaint.
  
  Sincerely,
  
  On Ki Lo

  Business Response

  Date: 23/05/2025

  Hi On Ki Lo,
  
  Thank you for your response.
  
  As mentioned previously, all Shopify accounts undergo routine reviews conducted alongside our banking partners to ensure compliance with our Terms of Service and Acceptable Use Policy. Sometimes, these reviews determine that Shopify is unable to continue supporting certain stores or partners, leading to account removal and payouts placed on hold until a 120-day period has passed.
  
  Our team has already reached out via ticket ID ************************************ and provided all available information. Due to security and privacy considerations, we cannot share further details regarding the review decisions.
  
  Once again, please refer specifically to Sections 3.2 and 14.3 of our Terms of Service. 
  
  Kind regards,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:11/03/2025

  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.

  My name is Taylan, and I am the owner of Atlantis Handmade Shoes. We are a small business that makes handmade barefoot shoes. It started with an address verification error due to an auto-correction glitch in the system. Our physical address is ********************************************************************************************************************. The system automatically corrected it to Curve and that was the root of the problem. We manually fixed the problem by correcting the address back to Curv. However, the problem has returned, and we are now blocked from fixing it ourselves. The page warns that due to repeated attempts, we can no longer fix it ourselves and that we need to contact support. Weve been trying to reach out to support for 2 weeks now with no response and have been warned that our payouts will be paused after March 12th. We contacted with support 4 times. They kept saying telling rest assured, they escalated the issue but no one contacted or emailed us. Now we are 2 days away from our money to be paused. We are using Shopify for 7 years and paid Shopify annual subscription fee of more than 3500 USD in 2024 and cannot receive the service we deserve. How can I operate my business if my payouts are going to be frozen and when all my ability to run a business is so very dependent and integrated with Shopifys infrastructure. They make me so independent to their system and now they locked me in. I want to correct this, but there's no one out there in Shopify to help me. I kindly ask for your help.

  Business Response

  Date: 11/03/2025

  Hello Taylan,
  
  My name is *****, an Operations Lead with Shopify. 
  
  We have reviewed ticket ID ************************************ and can see you have successfully submitted the necessary documentation. The specialist dedicated to your case has responded with next steps. Please direct any further questions or concerns to that ticket as this is the best way to receive updates.
  
  Kind regards,
  
  
  *****
  Operations Specialist, Shopify

  Customer Answer

  Date: 12/03/2025

   
  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,
  
  Taylan Isberk

• Initial Complaint

  Date:11/03/2025

  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.

  I hate Shopify. I've asked them NOT to keep my card info and I'm always careful to make sure the box is de-selected for keeping info on file, always. Lately I've been receiving unsolicited Shopify pop-*** for a six digit code while I'm trying to sign into the merchant's site. This happened again tonight at Happy Earth Apparel. I finally go into my account and see ******************** has my card again. You absolutely cannot reach an agent. Their bot is ironclad. I just spent five plus minutes trying to bypass it to get an agent. No such luck. It's ridiculous. Not only can you not reach this elusive Canadian platform which has a monopoly here in the **, but Shopify will hold all your information even when you have asked it to delete it. Some one needs to look into the takeover of our shopping experiences by Shopify. I'm a veteran and I've had my info breached multiple times by the VA, Target, Shopify (oh, yes), **************** *******, *************** and those are the ones which are top of mind. My info is apparently on the black web. I am furious that Shopify keeps my info which I do not want it to have. I am going to stop shopping on line which will save me money and give me peace of mind. Shopify wasn't always around; shopping was better then. They are everywhere, like a virus.

  Customer Answer

  Date: 16/03/2025

  it just happened again TODAY. I was on a site I have never been on ever and made a purchase. As soon as I was going to check out, what did I get but a shopify code and then shopify had my card when I went to check out. Why have they not responded? I DO NOT WANT SHOPIFY TO KEEP MY CARD. If I want to place an order on ANY site, I want to have to ENTER my card info. Shopify cannot be trusted to keep my information safe. I've already had a security breach from shopify as noted by my credit monitor. I am waiting for a response.
  

  Business Response

  Date: 21/03/2025

  Hello Cynthia 
  

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

  Buyers sign up for a Shop Pay account to make their shopping experience quicker and easier with the ability to autofill details and skip to an express checkout to complete their purchase quicker. 
  

  If you have found that your details are stored incorrectly you can have them removed completely by filling out the form at this link - ******************************************************* which will trigger the steps to have your data deleted from our systems. 
  

  You can contact our *********** if you have any further queries. 
  Thanks
  *****

  
  

  Customer Answer

  Date: 21/03/2025

  Complaint: 23047905
  
  I am rejecting this response because:
  I never signed up for the Shopify experience ever. It was automatic. Shopify signed me up. I did not sign myself up for reasons.I've explained before. I want to enter my card at the point of sale. End of story You are incorrect, **** I never signed up. Secondly you're also wrong in that you cannot contact your service center. Your bot is ironclad and it just has nothing but circular logic that asks two questions that you must answer and none of them applies to me.
  

  I want you, Shopify, to delete my information. I never gave you permission to hold my card!!!!!  Let that sink in for a minute.. I always deselect the box when I am on a merchant site. How dare you Imply that I signed up for this. Did you bother to read my complaint? I told you in it numerous times I did not sign up for it. I've spent  hours trying to contact Shopify click on online links. You no longer have a phone number that gives  one an opportunity to speak with a person who might be able to direct you through the process. Your phone number only refers you to the help center, which is operated by bots. If you tell the bots that you want to connect with someone you have to give them your account number Which I don't have since I never set up an account with you. Those efforts were in vain and unless you have an account, It is impossible to reach anyone other than a bot. Don't you gaslight me!

  if I want to make a purchase online, I want to enter my card info at the point of sale and not have you hang onto it. You are unauthorized to do so is there anything here you fail to understand? The only acceptable solution here is for you to do what I've asked you to do and that is delete my info. I will repeat. I am unable to do it. I do not have an account. Is that clear enough for you, *** please respond.

  it is very hard to find an online shop that does not use Shopify. You have taken over e-commerce in the *************, and doing so you have the card information of millions of Americans. Some of them might find it convenient. I am not one of them. I find it dangerous and there is no way that I trust Shopify to keep my information safe. It was already breached once by your organization. 

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

  Customer Answer

  Date: 23/03/2025

  Adding a screenshot of what happened when I asked a merchant to delete all of my information. Merchant was told because it's Shopify. She is unable to do it. I fully expect Shopify to get back to me. I am still furious. I am closing all of my e-commerce accounts as a customer, and I will no longer purchase anything online thanks to Shopify.

  Business Response

  Date: 27/03/2025

  Hello *******,
  

  ***** here again from Shopify.
  

  As mentioned previously, Shop Accounts simplify and speed up online purchases. To initiate the removal of your data, please visit ******************************************************* and complete the form.
  

  These practices are compliant with all GDPR and data protection policies.
  Regards,
  *****
  

  
  

• Initial Complaint

  Date:10/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a new company I launched with my partner in 2024, and had a Shopify account. The company is ********************** and we had a few products. We launched at a conference in ********* in early Dec 2024 selling some products, and taking pre-orders on others, as we are producing them. Right after the conference the account was shut down, and our funds were frozen, with Shopify stating that Terms and Conditions were violated, however made no mention of which specific terms or conditions applied, and gave no remedy other than an appeal. I filed an appeal as soon as I could, and was told I'd get some response. That was in December 2024. Since then I've heard no official response stating which terms were violated, and not a single word about frozen funds. I've reached out numerous times more talking to the chat support, and each time I have been told that they understood the concern. My main concern is that we took pre-orders and have clients that need orders fulfilled, but we've been denied access to my site, and the funds are frozen. We have no way of knowing which orders need fulfilled and who those customers even are. They have hidden this information from us, frozen our funds, and given us no explanation or actual remedy on the issue. This is devastating to a new company and may lead to very bad initial reviews, if we the orders remain unfulfilled. Each complaint I placed with Shopify was met with someone saying the issue would be escalated, and they understood, but that I'd get a response back as soon as 2-3 business days in some cases. I've yet to see any email or response, and it's going on for 3 months. Give us back our money! Give us our client list! This is now incurring damages and is downright criminal. We had to quickly make a new site. We've yet to even get an explanation or some decent follow through, and have been losing time and momentum with our new business because of it. This needs to end now. website: ************

  Business Response

  Date: 19/03/2025

  Hello *******, 
  

  I am *****, an Operations Lead here with Shopify.
  All stores on the shopify platform are subject to routine reviews. These reviews are ordered by our **************** to ensure that all stores are in compliance with the Acceptable Use Policies and Shopifys Terms of Service. These reviews can happen at any stage or at multiple stages of a store's lifetime. Sometimes these reviews find that a store is not suitable to be supported by the Shopify platform. If this does happen you can fill out an appeal and appeal the decision.
  
  Our Merchant Trust Team reached out to you on December 16, 2024 advising you of this and giving you the appeal link to file your appeal. The Ticket Number for that was 78c84325-7d3a-48e8-95e0-e896da250bf1. This ticket is still open as it was never responded to. You can follow the link in that ticket and submit your appeal if needed and it will be reviewed from there. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/04/2025

  Hi I need to reopen this complaint please.  I haven't been able to find the filing, but I did file an appeal.  I need more time.  They denied there was an appeal, and this isn't true.  It was filed.. 

   

  Business Response

  Date: 11/04/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  I am not sure where you were told that there was no appeal submitted but I will apologize if you have received some misinformation. 
  I see the appeal lodged on April 9, 2025. Appeals take time to review and complete. Once the appeal has been reviewed and everything is verified our Merchant Trust Team will reach back out to you directly via ticket - 78c84325-7d3a-48e8-95e0-e896da250bf1. Please monitor your emails so you can respond to any request or update to resolve the issue as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 21/04/2025

  Hi I responded and did not accept the response from Shopify as sufficient.  I haven't seen my client contacts and orders so that I can fulfill orders from December!  This is unacceptable with the funds returned and the full client and order list.  I did respond. why did this complaint get closed?  Please reopen the claim or remedy this.  Please advise. 

  Business Response

  Date: 30/04/2025

  Hello *******,
  

  ***** here from Shopify. 
  

  My colleague ***** wrote to you on April 14 2025 stating that he had expedited the process and that your account has been reinstated. He also stated that any funds will be automatically paid out and you would see them in your account in 2-3 business days. If you want to log into your account again you can use your normal login credentials although now you may be asked to choose a plan to enter the store again. So for now there is nothing more that is to be actioned here and the issue is resolved. 
  

  If you need anything else please feel free to reach out to our *********** at any point that suits you. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:10/03/2025

  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.

  Complaint Details for Better Business Bureau Date of Transaction: November 8, 2024 Amount Paid: $348 (Yearly Shopify Subscription)I subscribed to Shopify and paid for a yearly plan of $348, expecting to receive the online store services necessary to operate my eCommerce business. However, when I prepared to officially launch my business in January, I discovered that my Shopify Payments had been paused without any explanation.Following Shopifys instructions, I contacted their support team through the ************** to resolve the issue. While their representatives were polite, they continuously failed to provide any solution or even a clear explanation regarding the deactivation. Over the past three months, I have reached out to Shopify support more than ten times, yet I have not received any meaningful response or resolution.I have requested two possible solutions:A full refund of my payment.Reactivation of my Shopify Payments so I can use the service I paid for.Unfortunately, I have received no resolution, leaving me with no way to operate my business. As a startup, losing $348 is a significant financial burden, and I urgently need this issue resolved.I have attached relevant files for reference. Please let me know if any additional information is required to further describe my case.Thank you for your time and assistance.

  Business Response

  Date: 13/03/2025

  Hello **** ,
  
  My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out about your Shopify Payments account. 
  
  I have contacted the team responsible for your account, and they have reopened your case under ticket ID ************************************. They will follow up with you shortly regarding the next steps to verify your Shopify Payments account.
  
  If you have any additional questions about this process, please feel free to respond to that ticket.
  
  Thank you for your patience, and we appreciate your understanding as we work to resolve this matter.
  
  Best regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:10/03/2025

  Type:Sales and Advertising 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.

  3/10/25 I received an email stating that my email was used to create an account( i never created an account), then received an email stating my account email had been changed to ************************* another email stating my payment method had been changed. I have tried to contact shopify numerous times with no luck as they always send a message back to go to help desk which is no help. there is no way to contact anyone by phone or email.i need this account deactivated as I did not create it. i would like a phone call from the company by end of day

  Business Response

  Date: 11/03/2025

  Hello *********
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding the account that was created without your knowledge.
  
  Please note, Shopify does not currently offer the options to schedule a callback. To deactivate the account created under your email, please click on the following link and follow the steps listed below: **************************************************;
  
  1. Click on 'Erase My Data'.
  2. Select 'Shopify merchant, partner or ******* user' then 'Don't have access'.
  3. Click on "All accounts are closed" and provide your name and email address if unable to log in.
  4. Verify your email address.
  5. Sign the affidavit, and our team will process your request promptly.
  
  The Privacy Team has 30 days to respond, and once approved, youll receive confirmation that your data will be deleted within 10 business days.
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:09/03/2025

  Type:Delivery 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.

  Hello,Shopify did a false advertising for their seller protect.I received a large order and on the side it says ship before a specific date to be able to be protected by charge back.I initially wanted to ship partially the order but since the message was clear I shipped all the order to the client as advertised by shopify.I received a fraudulent charged back I then contacted shopify, I was told its not covered anymore for this type of charge back, and its better to reply to the charge back and I will most likely win the charge back.I lost the charge back and shopify did a false advertising. Both the buyer and shopify were fraudulent.

  Business Response

  Date: 14/03/2025

  Hello ******,
  

  I am *****, an Operations lead here with Shopify.
  Shopify Protect for Shop Pay (Shopify Protect) offers chargeback protection from fraud for Shopify merchants. This feature is available for free and helps protect eligible orders against fraudulent and unrecognized chargebacks. High Risk orders will be marked as such in your admin to help you recognise a possibly fraudulent order.
  
  The order in question did not have the high risk flag. The chargeback that was received stated that the product was unacceptable. In this circumstance the chargeback would not be deemed as fraudulent and it is up to the Merchant to resolve the issue, either by contacting the customer directly or by responding to the chargeback with enough evidence that will hopefully win the case. With this particular chargeback there is nothing more that Shopify can do. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 15/03/2025

  Complaint: 23042481
  
  I am rejecting this response because:
  
  The order is fraudulent and therefore should have been protected by Shopify. Attached you will find another order not covered where the client clearly says their credit card was used and again Shopify didnt protect.

  Additionally Shopify mentions to ship the order on time to be protected. This is clearly false advertising. 
  

  I want a remedy for the damage caused to my business because of this false advertising. I have enough proof to win in court if needed.

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

  Business Response

  Date: 24/03/2025

  Hello Vanick,
  

  ***** here again from Shopify. I understand your frustration with the chargeback process. Shopify does not control chargeback outcomes, and unfortunately, we cannot take further action on this dispute.
  

  Our protection covers high-risk orders from fraudulent sources. Since your order was not flagged as high risk and was placed willingly, the chargeback reason of "item not received" does not fall under our fraud protection policy.
  

  Sincerely,
  *****
  

  
  

  Customer Answer

  Date: 24/03/2025

  Complaint: 23042481
  
  I am rejecting this response because:
  
  Like mentioned in the previous screenshot you can see that it was fraudulent therefore Shopify should have categorized the charge back as fraudulent.
  

  But beside that fact, Shopify recently changed the message on the order page with this order may be eligible for seller protect whereas before it was ship by date to be protected with no other mention or exception, therefore this is clearly false advertising.

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

• Initial Complaint

  Date:09/03/2025

  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.

  Here's the revised summary:# Complaint Summary I'm reporting a dispute with Shopify regarding my Breaking the Chains Wellness and *************** business account and website. Despite being the verified owner, I've been locked out due to alleged fraud. Shopify claims to have sent emails, which I never received. A mysterious third store was created on my account without my knowledge or consent. I've been unable to access my original content, including writings and images, which are essential to my hypnotherapy business. Shopify's lack of direct customer support and inconsistent communication has exacerbated the issue.# Key Issues 1. Unauthorized account suspension 2. Alleged fraud without evidence or explanation 3. Missing emails and lack of communication 4. Unauthorized creation of a third store 5. Inaccessible original content # Additional Context I believe it's essential to mention that I've been a victim of stalking, and the perpetrator has accessed my Poshmark accounts. This individual has also documented emails to my Shopify website when it was operational. I suspect that this person may be involved in the issues I'm experiencing with Shopify, including the alleged fraud and unauthorized account activity.# Business Information Business Name: Breaking the Chains Wellness and *************** Type: Hypnotherapy Business/Life Coaching

  Business Response

  Date: 10/03/2025

  Hello *******, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for providing us with a detailed summary of your recent experience with regaining access to a closed shop. Due to the public nature of the BBB and the internal account information needed to review this case, I have sent through a seperate email for us to discuss next steps in an authenticated channel. 
  
  I look forward to hearing from you. 
  **** | Shopify 

  Customer Answer

  Date: 23/03/2025

  They have erased my hypnotherapy site or it looks like it. Theyre not giving me access. They keep sending me this email saying Im selling branded products. Im a hypnotherapist one of my websites. Moms yellow rose was selling stuff. Thats the one I can get access to theres no brand all theyre doing is keeping me away from my Own writings and dissertation and actually research which is illegal. 

  Business Response

  Date: 25/03/2025

  
  Dear *******,
  
  My name is ****, I am stepping in to assist my colleague ****. Thank you for reaching out to us, we value your feedback and patience as we work through this matter.
  
  I've checked the status of your ticket 0dae93ed-e2f7-425f-8a6e-80565057721f and can confirm that the Trust & Safety Team has responded with further information required to assist with your account. I encourage you to continue following up there directly, as they will be best equipped team to provide you the support you need to resolve this issue.
  
  Please continue to follow the steps provided in ticket 0dae93ed-e2f7-425f-8a6e-80565057721f & forward any further questions there.
  
  
  Best regards,
  
  **** - Support  Lead | Shopify

• Initial Complaint

  Date:09/03/2025

  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 am writing to formally address an ongoing issue with Shopify that has caused me financial hardship and frustration. Despite my repeated attempts to contact Shopify regarding unauthorized charges to my account, I have received no assistance, and the charges have continued for over a year.I no longer have access to my Shopify store, yet my account is still being billed. I have made multiple attempts to resolve this matter through Shopifys support channels, but I have not received any resolution. This lack of support and unauthorized billing is unacceptable.I am requesting the following immediate actions from Shopify:1.Immediate cancellation of any active subscriptions or charges to my *********** full refund for the unauthorized charges.

  Business Response

  Date: 12/03/2025

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the charges for your account. 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. 
  
  I have sent you an email via Ticket #******** so we can discuss your account in more detail through our secure, authenticated email service. To ensure we can assist you effectively, please review the email and respond with the necessary information and answers to the questions provided.
  
  Thank you,
  *****