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:08/03/2025

  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.

  My credit card had fraud on it, so a new card was issued. When I went to ********** website to change the credit card info, the new card info was already there and attached to shopify. I could not delete the card number associated with shopify (I did not really know what it was anyway). I finally deleted my subscription order for the Mega Foods and was then able to delete the credit card attached to shopify. When I contacted Shopify, an employee emailed me back several times, but after a few emails they refused to assist in removing all of my info from their system and would no longer respond. I want all of my info and my card information deleted from this company. I do not trust them to do that. I also don't know where the fraud on my card came from. Terrible service, that after I mentioned the fraud, they stopped communicating with me. Makes you wonder...

  Business Response

  Date: 14/03/2025

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your credit card information. 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. 
  
  Based on your description of what you experienced, this sounds like you are referring to our accelerated payment gateway called Shop Pay. Here is some helpful information to assist you with opting out of Shop Pay: 
  
  - Opt-out using your email address at the following website: ************************
  - After opting-out, you need to confirm the deletion of your account using the verification code in your email.
  - You might also need to opt-out your account through ******************** if you registered your phone number on your account. Simply enter your phone number through this link: ***************************************** opt-out.
  
  Please be advised that opting out means:
  - your phone number will be deleted from Shop Pay and you will no longer receive verification text messages.
  - ******** associated with your phone number will be deleted: Email address; Phone number; Order and delivery history; Shop Pay information including credit and debit card numbers, billing, and shipping addresses.
  - When opting out, please ensure that you are entering your phone number in the full international format e.g ****************.
  
  It is important to note that you can sign back into the Shop app with the same email address to start tracking your orders again, and you can opt back into Shop Pay with the same email address and phone number.
  
  Thank you,
  *****

  Customer Answer

  Date: 14/03/2025

  When I go to most companies to purchase on the page I put in my name and address, I find a box highlighted saying keep my info in shop pay.  So I have to click on this box to take it out.  I should not have to do that.  You should have to click the box to opt in.  I have already opted out of Shop pay, but you must still have my email, because I am able to opt out more than once.  I opted out more than once to see if that would unclick that box to opt in, and in does not unclick.  How do I know all of my info is gone from your system because Shopify refuses to respond to emails.

• Initial Complaint

  Date:08/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Shopify telling me my payouts from my Shopify hosted website would be put on hold because my Taxpayer Identification Number didn't match ny entity. I contacted customer support via text on February 26, 2025 (This is the ONLY way to contact anybody in support BTW) and told them that the TIN was correct but they had my business type listed as a sole proprietorship instead of an LLC. Their customer service assistant promised me on February 26, 2025 that my payouts would NOT be stopped until the issue was resolved. That ended up not being true. My payouts were stopped on February 28, 2025. I have contacted customer service four times since (five times total) with a promise from each advisor that they would "escalate" the issue to their tax department with a promise of an email from them. As of today, March 8, 2025, I have not received even one email from their tax people and my payouts are still on hold and have been for ten days.

  Business Response

  Date: 13/03/2025

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout hold. 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 you have been in contact with our Money Support team via ticket #******** and the issue has been resolved. Please respond back to this ticket number if you any additional questions or concerns as this team is best suited to help you regarding this matter. 
  
  Thank you,
  *****

  Customer Answer

  Date: 13/03/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:08/03/2025

  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.

  Please refer to the attached letter of complaint and supporting documentation. Thank you.

  Business Response

  Date: 14/03/2025

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify Payments 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. 
  
  Our records indicate you are in contact with our Money Support Specialists via ticket #******** and they are working with our payment partners to resolve the issue as soon as possible. Please continue to work with this this team via that ticket as they are best suited to help resolve this matter. Please be advised that we are unable to provide refunds as per the Shopify Terms of Service section 5.10. 
  
  Thank you,
  *****

  Customer Answer

  Date: 14/03/2025

  Complaint: 23038950
  

  Dear *****:

  Please provide the following:

  (1) Written guarantee that my issue will be prioritized. As of today, it is still not resolved (item #1 of the list of resolutions that I seek)

  (2) An answer to what your company will do with items #2, 3 and 4 of the resolutions that I seek, and that are stated in my complaint. Your reply does not address that part. I specifically refer to these items:

  - Immediate reinstatement of my Shopify Payments and release of all withheld payouts, including that of order #**** of my online store.

  - A commitment from Shopify to improve its customer service response time and escalation process to prevent similar cases from happening in the future.

  - Credit for the money paid in excess in ****** transaction fees for having to shut down the Shopify Payments platform in order to process payment of order #**** of my online store. That is the difference between what I would have paid under the Shopify Payments System and what I ended up paying in *******

  
  Sincerely,

  
  **** ********

  Business Response

  Date: 17/03/2025

  Hello ****, 
  
  Thank you for your prompt response. We understand the significant impact that the required update to your information may have caused, and we are committed to ensuring a seamless experience for you. Our Money Support team prioritized your issue and worked diligently to resolve it in a timely manner. I am pleased to inform you that, as per Ticket #********, your information has been successfully updated, verified, and the hold on your payouts has been lifted.
  
  Your feedback regarding this process is invaluable to us, and it has been forwarded to the relevant teams to further enhance our services. While we strive for excellence, our policies and terms of service do not currently allow us to provide a credit for the difference in transaction fees. As a gesture of goodwill I have applied a 1 month subscription credit of $39.00 USD to be used against future subscription charges. 
  
  Thank you for your understanding and continued trust in our services.
  
  Best regards, 
  
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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.

  Hi, I have owned a shopify store since last year. I recently bought a domain through ******* called *****************. And I have been working with the Shopify team to get this transferred/connected with my existing store. But shopify keeps showing an error saying 'Could not verify due to frozen domain'. I have reached out to the support team multiple times and they keep saying that the issue is escalated with no timeline on when this will be resolved. I was supposed to launch my store already and start selling my products but I am not even able to get my store up and running due to this issue. There is no one even responding to this situation from shopify and this is extremely frustrating. The case number is ********. I have shared proof that I am the rightful owner of this domain and nothing has been done on their end yet. This needs to be settled **** because I am paying Shopify every month to run my store!!!

  Business Response

  Date: 13/03/2025

  Hi, Remya.
  
  This is ****** and I am a Support Lead here at Shopify. Because the BBB is a public forum and were unable to verify that were working with authorized store staff here, were limited to providing general information and pointing you back to our Support for further assistance.
  
  I note that this is now resolved for you, please refer to ticket ID: 741d5feb-80e0-4201-ab7f-a435b6042feb for more details.
  
  Thank you,
  ****** C | Support Lead 
  

  Customer Answer

  Date: 13/03/2025

  Complaint: 23035121
  
  I am rejecting this response because the issue was not resolved. I am still getting the same error message. See screenshot. 
  
  
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 18/03/2025

  Hi, Remya.
  
  If you're still having difficulty connecting your domain, we recommend logging out of your store, clearing your cache & cookies, then logging back in to see if it is resolved. If the issue persists, contacting our Support via the *********** link below will be more effective for troubleshooting than replying here, because we can't provide store-specific support via public forums.
  
  I do note you connected with Support on Thursday in ticket ********; if you're still experiencing any issues, please continue the conversation there or head to the ***********: ************************************
  
  Best,
  ****** C | Support Lead 
  

  Customer Answer

  Date: 18/03/2025

   
  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,
  
  ***** ***********

• Initial Complaint

  Date:07/03/2025

  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.

  First of all my elderly husband usually does all the computer work but he has need very ill for the last year. I took it upon myself to open only one account for my jewelry business. Each time I would go back it wanted me to log in for a new store so being also uneducated about this company I apparently opened nine stores and tried to get someone to help me was a disaster! No phone number and no one to understand where I was coming from For about a year I tried everything to stop 3 store payments and even called my bank. No way for this mess to be resolved!!! Over $1000 whats taken from my account so I decided to at least set my store up and actually still not got it up and running yet since I really dont understood how the void be still taking the monies out of my account with nothing to show for it I finally went back and forth on chat for the last month with different people and no resolution! Finally I just received 2 shop refunded fo the last month. What a joke So they understand I was being falsely charged but said that was all the could do Please help me!!! My husband and I are on Food stamps and ******** and ******** and had no extra money to fund 3 shops. I at least was trying to make extra money through my jewelry business but now ripped off for being stupid. I beg you just to get all of the money back from only the 2 shops that I accidentally and unknowingly opened!

  Business Response

  Date: 12/03/2025

   Hello *****,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your Shopify accounts. 
  
  As the account holder, managing your subscription details is your responsibility. Our team ensures that all agreed-upon services are delivered, but usage is up to you.
  
  According to our Terms of Service, specifically Section 5.10, Shopify does not offer refunds. Our service is classified as an ***************** meaning it incurs charges until canceled. Whenever a monthly subscription fee is paid, a confirmation email is sent to keep you informed about your account status. If you have questions about your subscriptions or how to manage them, our support team is here to assist you 24/7.
  
  Regarding the refunds that were processed, those would have been handled by our Billing team on a case-by-case basis as a one-time goodwill gesture and additional refunds cannot be granted. 
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:06/03/2025

  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.

  I am looking for some help. Shopify has been charging me monthly for months now. I reached out to @shopify, letting them know what the situation was. I wanted a complete refund because up to that point, I had no idea who they were. This was over email, the person I was communicating with wrote oh yeah, I can see there is no active or site, will refund your money. Then another person came on the email chain, and another, and another (they have a round ***** system of communication). This went on over and over with different people, 5 or 6. The last person, who was very rude said they were not going to refund anything because it not their policy. I was like the other people at Shopify said they would. I asked for proof of how I was using their site. She said they had a lots of proof but wouldn't provide me anything but they said my account is canceled and closed now. This communication was going for over week. I was going pursue this because it's a lot of money they have STOLEN from me but then I got tied up with life. Today, going over my bank statement for something else, I realize they're still charging me. How is this legal?Who can I reach out to? Because Shopify's customer services not really helping and, in my opinion, I feel like they're lying. I'm starting to feel like that @Shopify has a lot of fraudulent accounts and it's probably unsafe to use. Now I have used them on the front end because they curate a lot small shop site. Which now I am going to stop visiting or not use if Shopify is the website manager.I have Never created a website with Shopify and they are draining my bank account. This is just theft at this point.

  Customer Answer

  Date: 07/03/2025

  I am looking for some help. Shopify has been charging me monthly for months now. I reached out to @shopify, letting them know what the situation was. I wanted a complete refund because up to that point, I had no idea who they were. This was over email, the person I was communicating with wrote oh yeah, I can see there is no active or site, will refund your money. Then another person came on the email chain, and another, and another (they have a round ***** system of communication). This went on over and over with different people, 5 or 6. The last person, who was very rude said they were not going to refund anything because it not their policy. I was like the other people at Shopify said they would. I asked for proof of how I was using their site. She said they had a lots of proof but wouldn't provide me anything but they said my account is canceled and closed now. This communication was going for over week. I was going pursue this because it's a lot of money they have STOLEN from me but then I got tied up with life. Today, going over my bank statement for something else, I realize they're still charging me. How is this legal? Who can I reach out to? Because Shopify's customer services not really helping and, in my opinion, I feel like they're lying. I'm starting to feel like that @Shopify has a lot of fraudulent accounts and it's probably unsafe to use. Now I have used them on the front end because they curate a lot small shop site. Which now I am going to stop visiting or not use if Shopify is the website manager. I have Never created a website with Shopify and they are draining my bank account. This is just theft at this point. What agencies can I report them to get my money back?

  Business Response

  Date: 13/03/2025

  Hello ******, 
  

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

  Security is paramount here at Shopify and we cannot look at any accounts unless we have authenticated information like an account owner email address. I have looked at our systems and do not see any account associated with the address you have provided here
  

  In saying that I wanted to give some clarity to the issue. Shopify provides a service allowing Merchants to build stores and sell their goods. Because Shopify has no input into the daily running of a store or how a business is functioning, platform subscriptions are the Merchants responsibility. If a subscription to the platform is not being used it is the Merchants Responsibility to cancel it.
  

  You can contact our *********** at any point to discuss this further. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 15/03/2025

  They requested account and email.
  Here you go.

  ************************************************

  **********************************

  I made them aware of the fraud in Nov 24. 
  I was told they closed the account and it still charging to charge me to this day.

  They said they would give me a full refund but then there store changed. 

  They said I a have website through them, where is it?

  They provided no proof of usage of there product.
  How can they go around stealing peoples money?

   

   

• Initial Complaint

  Date:06/03/2025

  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 am filing this complaint against Shopify Inc. for unfairly holding my business funds and refusing to provide any communication or resolution.On January 29, 2024, Shopify shut down my store without prior notice, citing an issue with business verification. I provided the requested documents, and Shopify then shifted the reasoning to my chargeback percentage, despite the fact that chargebacks only increased because Shopify shut down my store, making customers suspicious.Since then, ******************** has held my funds and completely ignored my requests for release.I have emailed their ************ Team multiple times with no response.Their support advisors repeatedly say my case has been escalated, but nothing happens.They respond to emails only once a month, without any clear resolution.This situation has severely impacted my business. Shopify is withholding funds without transparency, violating basic business ethics. I have fulfilled customer orders and done everything correctly, yet I am being financially punished for a situation that Shopify caused.I will submit proof of my consistent emails to Shopify and them ignoring it in here.

  Business Response

  Date: 10/03/2025

  Dear ********,
  
  My name is ****, I am an Operations Lead here at Shopify, thank you for reaching out to us. We value your feedback and I recognise how frustrating this experience has been to receive support regarding the current status of your account.
  
  I've checked the status of your ticket 36f1defb-cc09-4995-b305-d4e49283a73a and can confirm that the Merchant Trust Team has responded with an update. 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.
  
  We appreciate your patience as we work through this matter.
  
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 11/03/2025

  Complaint: 23029768
  
  I am rejecting this response because:
  I have submitted a screenshot from my Shopify dashboard that I had on my phtos, showing $15,800 in revenue by the end of December. I did not transfer anything out of my Shopify Payments balance, except for money collected through ******. Based on my records, my Shopify balance should have been around $7,000$8,000.
  I have access to my Gmail notifications for chargebacks and counted a maximum of 10 chargebacks, with an AOV of $90, totaling around $900$1,000. However, Shopify is now claiming I owe -$244 with no explanation of how this was calculated.
  I have also checked my bank transactions and can confirm that I did not receive any payouts from my December & early January revenue before Shopify shut down my store.
  I am requesting that Shopify provide a full transaction breakdown, including:
  ? My balance before store shutdown
  ? All chargebacks with order IDs, dates, and amounts
  ? Any deductions Shopify applied
  ? A final calculation showing how my balance supposedly became negative
  Please assist in ensuring Shopify provides transparency.
  

  
  Sincerely,
  
  ******** ****** Sulaimani

  Business Response

  Date: 16/03/2025

  Dear ********,
  
  Thank you for following up with your questions regarding your account. I recognise that dealing with chargebacks are challenging to a business. Unfortunately, chargebacks have very little to do with Shopify as the process goes through the customers bank and not through ********************. ******************** is not part of the chargeback process and only acts as the go-between to facilitate the exchange of information which is explained further in this document - *************************************************************************************.
  
  Due to the public nature of the BBB, I am unable to discuss account specific details, therefor I am unable to provide the information requested in your last response here. However, I have noted that you are working with the Merchant Trust Team in ticket ticket 36f1defb-cc09-4995-b305-d4e49283a73a, where an update has been provided regarding your payout information. 
  
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 22/03/2025

  Complaint: 23029768
  
  I am rejecting this response because:
  explaining how chargebacks work was never my request.
  
  My store was detained for over a week for an unrelated issue. That delay directly led to customer confusion and chargebacks. ******************** later acknowledged that the original reason for the takedown was invalid, but then used the resulting chargebacks as justification to keep my store closed.
  
  Since then, I have received no meaningful communication. My emails have been ignored for months, and Ive seen no real progress or resolution. Now Shopify claims my account has a negative balanceyet I have every clear evidence that the chargeback amounts are far less than what I had in my account.
  
  This appears to be a deliberate attempt to withhold my funds by stalling communication and avoiding responsibility until I give up and Shopify gets to keep my funds.
  
  Again, my request is simple: a full breakdown of my balance and a clear explanation of how Shopify calculated the negative amount. Not another link explaining how chargebacks work.
  
  Im asking for accountability and transparency.
  
  
  Sincerely,
  
  ******** ****** Sulaimani

  Customer Answer

  Date: 22/03/2025

  I also want to add that Shopify claims they are actively responding to my case but this is what they actually sent me (see attached screenshots).
  If this isnt a vague, unhelpful, and unclear response, I dont know what is. They redirected me to general support, knowing full well that general advisors cant access my balance or resolve the issue which their own advisor confirmed in writing.
  I responded to the Trust Team with detailed proof of my December revenue, chargeback amounts, and bank records 8 days ago, and have received no follow-up since then.
  This is not support this is stalling. I am again requesting what *** asked from the start:
   A full breakdown of my account balance
   transparency

  If it werent for the BBB, Shopify would have completely disregarded my case. Im glad I filed this complaint because its the only reason theyve even replied and even that has been vague at best.
  Please hold Shopify accountable for providing a real, direct response and full transparency.

• Initial Complaint

  Date:05/03/2025

  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.

  the email in question is ************************** I couldn't login into my email due to my domain tied to Shopify and I couldn't login into my Shopify account due to 2 factors authentication each time i tried to login i get a text code on my phone but couldn't get the one for the email and i had contacted numerous time but nobody really taking it serious and i had been missing important emails because of it. I just want to be email to login so i can move my domain to a different provided because Shopify is very unreliable and doesn't care about their customers. I am very frustrated that i couldn't get no help about my situation and i can't responds to important business email being sent to my because my domain is tied to Shopify I need this situation rectify as soon as possible.

  Business Response

  Date: 13/03/2025

  Hello Femi, 
  

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

  Security is paramount here at Shopify and we encourage all our Merchants to use 2 Factor Authentication as a way of combating any attempt to compromise accounts. Our Account Security Team have received your request to remove the 2FA associated with your account and have tried to contact you twice through Ticket ID : ************************************. It is very important that you respond directly to the ticket and provide the necessary information so they can resolve your issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/03/2025

  Complaint: 23026867
  
  I am rejecting this response because:
  
  I already responded to them but theres nothing being done besides giving me runaround, they tried sending me msg messages to an email which I dont have access too due to my email being attached to the domain in their possession 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 25/03/2025

  Hello Femi,
  

  I understand your frustration, but I want to assure you that Shopify takes security very seriously. To protect our merchants, we must verify account ownership before sharing sensitive information. This means we can only communicate with the contact information we have on file for the account owner. If you cannot access the email associated with the account, please contact our ************ Our Support Advisors will authenticate your new contact details and escalate them to the Account Security Team.
  

  To reach the Help Center:
  1. Visit our ************
  2. Type your inquiry in the search bar on the right-hand panel.
  3. If you have a store, log in to your account for personalized support.
  4. Click on the prompt that best matches your inquiry, or type "Get me to support."
  5. If you are logged in, you will be connected to a Support Advisor.
  6. If you are not logged in, follow the prompts to either log in or create a new account.
  

  I hope this clarifies our security measures and provides a solution to your issue.
  Best Regards,
  *****
  

  
  

• Initial Complaint

  Date:05/03/2025

  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 reached out to this company since December 2024 in regards to a seller by the name of **********. I made a purchase with them on November 20th and never received my product no refund. I continue to reach out to Shopify to make them aware, and the only thing I received was an email notification stating that they received my inquiry, but no one never reaches out to inform me that they have tried to reach the seller to get my refund

  Business Response

  Date: 12/03/2025

  Hello *******, 
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team regarding a recent order issue you experienced with a Merchant who may be using the Shopify Platform. 
  
  While Shopify does not directly manage the day to day activities, orders, or fulfilment for stores that use our platform, we're always working to ensure that stores on our platform conform to our Acceptable Use Policies (AUP).
  
  If you believe a store on our platform is acting against our AUP, you can report an issue with a merchant using the appropriate form here - [ ********************** ]. If you have already submitted a form and are not receiving information from the Merchant directly, we advise reaching out to your financial institution of choice and discussing potential next steps for an unreceived order. 
  
  Please let us know if you would like our team to email you directly with the above information given the public nature of the BBB Portal. 
  
  Kind regards, 
  **** | Shopify 
  

  Customer Answer

  Date: 22/03/2025

  My apologies to your response, it got lost in the shuffle of my emails. I did what was asked of me and I still heard nothing from the seller.

  Business Response

  Date: 26/03/2025

  Hello Allicia 
  
  Thank you for getting back to us about this. Since the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. 
  
  Your bank or credit card company will give you the next steps to follow based on their protocols.
  
  Best Regards, 
  
  ***** | Shopify 

• Initial Complaint

  Date:05/03/2025

  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.

  Date of beginning of situation : End of January 2025 Shopify stopped sending payments to my company because they couldn't verify the director's or address of the business. We've been shopify customers since 2019. I kept trying to upload different government forms but kept getting an error message. that the informatioon I sent wasn't correct. Which it was. The problem is that I have tried multiple times getting the problem" escalated" . Told someone would contact me. etc. I have not had contact with anyone that can ask me questions or have them answered. But worse i went back into my account and someone from Shopify entered my admin. and entered incorrect data. They entered the previous owners of the business from 16 years ago. Entering one owner twice (2 different middle names). I have begged to have a real person contact me as this would likely take 5 minutes to clarify. I've sent emails to the Merchant verification team with no response. Now I keep getting your payments are on hold contact support. Which takes me back to a robot AI. then I will finally get a human and tell the whole story again. I have pages of transcripts, where they are all on my team, they have my back, they can see this needs a quick remedy but in the end the same response is that it's been escalated. Please help as they owe me around $20,000 for product I have already sold . The address I have sent them is correct. The pharmacy has been in the same spot for 20 years

  Business Response

  Date: 12/03/2025

  Hello *****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team with a detailed timeline of a recent experience regarding business verification documents. 
  
  Due to the public nature of the BBB and the internal information needed to review this case further on your behalf, my team has sent through a private email to authenticate and complete a review. 

  Speak soon, 

  **** | Shopify