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:05/03/2025

  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.

  A shop was opened with my name and email address and there was no way to contact a person to have the shop removed

  Business Response

  Date: 11/03/2025

  Hello ********, 
  

  I am *****, a Support Lead here with Shopify. 
  Security is paramount at Shopify. All stores that are created on the platform are subject to stringent verification reviews. If a store cannot complete any steps during this verification, for example email verification, then the account is removed and all data is erased.
  
  If you have found that an account of yours has been compromised, it is best to take the appropriate steps to secure that account. Fraudulent emails are becoming more and more sophisticated, Changing passwords and securing devices is the best first step. From a Shopify standpoint, I can confirm that there are no active stores related to your email address. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23022003
  
  I am rejecting this response because:
  I never opened an account, it was opened with my married name which is I no longer have, my address, email address and the person who created its phone number, the email was then changed to one of theirs.
  
  
  Sincerely,
  
  ******** Latvaho-******

  Business Response

  Date: 19/03/2025

  Hi ********, 
  

  ***** here again from Shopify. 
  As I advised all stores on the platform must pass multiple reviews during their lifetime. If a store cannot provide authentication for any of our security checks the store will be removed from the platform. 
  From the information you have provided, there are no active stores on the platform with matching data. I will suggest again that you secure all your devices and accounts by changing any passwords you may have. If you are still worried, you can fill out this form - ************************************************************************************************************ and that will ensure any possible data relating to you is erased. 
  

  I hope this resolves your issue. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  How many times I asked for shopify INC. And i asked for help without any reply .what is the problem . people pay for shopify . they told about high volume about the requested .So could not reply in time. we pay the fee . why not shopify asked more employee ? and provide really help immediately ?the attitude is so bad .*********************************************************************************************************** this appeal form did not work . i told many times .

  Business Response

  Date: 11/03/2025

  Hello ****,
  

  I am *****, a Support Lead here with Shopify. 
  All stores on the Shopify Platform are subject to routine reviews. These reviews are for our **************** to ensure they are in compliance with our Terms of Service and Acceptable Use Policy. Out Merchant Trust Specialists contacted you in relation to your account in the Ticket ID you have mentioned - bc9cb471-fc26-4638-85fe-9a9faa1ff2f7. This ticket was not responded to. If there is more information needed to resolve the issue, you will need to respond to the ticket directly. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23021704
  
  I am rejecting this response because:
  I find so many times about the online chat . about the appeal form did not work .

  How despair am I . and now you just say the beautiful words in here ?

  told me under review or they already handled in ? as a new account . did not start to use . you frozen my account .

  But i keep reach out shopify . but the inner team ignored me again and again . 

  Why did not check how many email i had sent , how many online advisor i already chat ? you were liar . 
  
  
  Sincerely,
  
  **** **** ***

  Business Response

  Date: 19/03/2025

  Hello ****, 
  

  ***** here again from Shopify. I see from the ticket we were discussing, that you were able to submit your appeal. This will now be reviewed by our Merchant Trust Team and they will reach out to you directly.

  I hope this now resolves the issue. 

  Regards
  *****
  

  
  

  Customer Answer

  Date: 20/03/2025

  Complaint: 23021704
  
  I am rejecting this response because:
  While I acknowledge that this message appears to indicate that my appeal is under review, I must stress that this generic response does nothing to address the underlying issues I have raised. I have been left in a state of uncertainty for an extended period.
  
  Shopifys response, as illustrated above, is emblematic of their recurring pattern of providing vague, impersonal replies that fail to resolve critical concerns. Despite repeatedly submitting the required documentation and following all their protocols, I continue to be met with generic assurances rather than actionable solutions. This not only impacts my ability to manage my business but also erodes trust in Shopifys commitment to fair and responsible merchant support.
  
  I urge the BBB to consider this response as further evidence of the systemic issues within Shopifys customer service and Merchant Trust policies. I remain committed to resolving this matter and appreciate the BBB's assistance in holding Shopify accountable for their practices.
  
  Thank you for your attention.
  
  
  Sincerely,
  
  **** **** ***

  Customer Answer

  Date: 21/03/2025

  I am writing to formally file a complaint against Shopify. Despite recently registering my store and not yet conducting any business or transactions, Shopify has abruptly closed my store without any clear explanation. I have not violated any terms of their Acceptable Use Policy, and as a new merchant, it is impossible for my store to have engaged in any prohibited activities.
  I have reached out to Shopify for clarification, but their responses have been vague and unhelpful. I am seeking your assistance in resolving this matter and ensuring fair treatment.
  Thank you for your time and consideration.

  Business Response

  Date: 01/04/2025

  Hello ****,
  

  ***** here again from 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. I see that you've successfully appealed through Ticket ID: ************************************. Your account is now active, and all holds have been removed. This issue is now resolved. 

  Regards,
  *****
  

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  Our Shopify account was hacked on 31 January. Shopify placed a freeze on payments to us on 2 February while we were regaining access to the account. We regained access on 20 February, despite significant delays in Shopify answering questions we had about the documents needed for this (some of which we never received feedback on).It has been 12 days since we regained access, and payments to us are still frozen. We have followed up with Account Security 6 times and there has been no response. This is a cash flow issue for our business that needs to be rectified immediately, as payments have now been frozen for over a month but orders are still being fulfilled for clients. Account Security has been completely unresponsive on the matter despite assurances in chats with Support Advisors that this would be escalated.

  Business Response

  Date: 10/03/2025

  Hello ********,
  
  My name is ****, and I am the Operations Lead at Shopify. Thank you for reaching out concerning the issue with your payouts being frozen.
  
  I have been in touch with our Merchant Trust team regarding your situation. They have informed me that they are still awaiting your follow-up on Ticket ID: ************************************. Before we can proceed with releasing your payouts, the Merchant Trust team needs confirmation from you on the following actions:
  
  - You have reset your password.
  - You have enabled two-factor authentication (2FA).
  - You have reviewed the devices logged into your account.
  
  Once these confirmations are received, the team can lift the final security measures and address your questions about our review process.
  
  For any further inquiries related to this matter, please continue to use Ticket ID: ************************************. The Merchant Trust team is best equipped to assist you and resolve any outstanding issues.
  
  Thank you for your cooperation.
  
  Best regards,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23016929
  
  I am rejecting this response because: We had already taken all of these steps weeks ago (on 20 February) that Shopify says they were awaiting our follow up on. We made Shopify aware that we had complied in the email thread for the ticket on 20 February, and despite following up multiple times we never received a response. I have followed up again in that same thread to very clearly repeat myself that we have reset the password, set up MFA, and reviewed the devices logged in. Despite following the instructions, our payments are still frozen which is unacceptable.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 13/03/2025

  Hello ********,
  
  Thank you for providing the information to confirm that the correct account is on file. I have communicated with our Merchant Trust team, and they have confirmed that the hold on your account has been removed. Your payouts will now commence according to your Shopify Payments settings.
  
  The Merchant Trust team has also sent a follow-up communication regarding Ticket ID: ************************************, which explains what occurred and the steps we took to resolve the issue. Please take a moment to review this communication. If you have any questions about this matter, please respond to that ticket, as our Merchant Trust team has the necessary tools and expertise to assist you with any further inquiries.
  
  Best regards,
  Kody | Operations Lead, Shopify

  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:04/03/2025

  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.

  My account was locked supposedly because I'm in violation of Shopify's Acceptable Use Policy (AUP) with ticket ID: ************************************. I dedicated 40 work hours to creating a Shopify store where I was looking to sell skin care products of ***-certified brands and promote my doctor's office for consultations of aesthetic treatments.When I finally published my online store, I received a termination email with a link to a form to seek a resolution. I submitted the required form ************************************************************************************************* numbers ********, ********, ********, ********, ********, ********, ********, ********, and many others. However, I have yet to receive any response or guidance regarding my case. Additionally, in the past few days, I have been blocked from submitting the form again or sending additional support requests, which has left me without a way to seek further assistance.Regarding the information I submitted:1- I have studied medicine for nearly ten years and hold a specialty in aesthetic medicine.2- I possess government certifications and permits as a licensed doctor, allowing me to purchase directly from pharmaceutical companies (as documented in my submission).3- For the past year, I have been legally providing treatments and selling products directly to the public in full compliance with the law.4- I also hold government-issued licenses authorizing me to sell skincare products and practice aesthetic medicine.5- All necessary supporting documents were attached to the submitted form.I would greatly appreciate a follow-up message from Shopify to resolve this issue. Please confirm whether my request after 13 days is still being processed and whether any additional information is required from my end.

  Customer Answer

  Date: 11/03/2025

  I received an email from Shopify 21 days ago informing me about the cancellation of my account. Within an hour of receiving it, I promptly completed and submitted the required form with all the necessary information.

  
  Since then, despite multiple attempts to resolve the issue, I have not received any meaningful assistance or follow-upfrom the Shopify team. I have contacted 15 different support agents via chat, requesting updates and inquiring whether I could resubmit the form with additional information if needed. However, each time, I have only received generic, repetitive responses without any actual progress toward a resolution.

  
  This lack of support and transparency is unacceptable, especially considering the significant impact this issue has on my business.

  
  To illustrate the poor level of service I have encountered, I have attached:

  
  A screenshot of the automated email from Shopify informing me about the cancellation of my account.
  A screenshot of the automated response I received an hour later, confirming my submission of the required information for account reactivation.

  
  A transcript of a chat session with a Shopify support agent, which clearly demonstrates how the same canned responses are repeatedly used, giving the illusion of assistance without any actual resolution:

  Hi ****** ***** *******, here's the transcript of our recent chat. The ticket number is 55785692.

  Full chat transcript below. All timestamps in UTC timezone.
  06:59 ****** ***** *******: issue in the Shopify form "Respond to an action taken by Shopify"
  06:59 Bot: It seems l*** you're experiencing an issue with a Shopify form related to responding to an action taken by Shopify. Could you provide more details about the specific issue you're encountering? For example, are you having trouble with form notifications, automation, or something else?
  06:59 ****** ***** *******: connect to support
  07:04 ******* (Support Advisor): Hi, this is *******, your Shopify support Advisor!
  07:04 System: An advisor has joined the chat
  07:04 ******* (Support Advisor): Hello there . I am glad to meet you. How are you today ******?
  07:04 ****** ***** *******: Hello *******
  07:04 ******* (Support Advisor):  I appreciate you reaching out to us here at Shopify. It's great to have you here!
  I read your conversation with our help center assistant and it shows that you need assistance dealing with an issue related to the Shopify Forms app. No worries I will check on this and do my best to help you out.
  07:05 ****** ***** *******: I believe we had already connected
  07:05 ******* (Support Advisor): I think so, yeah, your name is familiar.
  07:05 ****** ***** *******: 21 days ago, I received the following email from Shopify:
  07:05 ****** ***** *******:
  07:05 ****** ***** *******: The email is associated with ticket ID ************************************.
  07:05 ******* (Support Advisor): Thank you for sharing this screenshot, allow me to read it real quick.
  07:06 ****** ***** *******: Half an hour after receiving it, I completed the form and submitted the requested information.
  07:06 ****** ***** *******:
  07:06 ****** ***** *******: As I have previously said, my store has never violated Shopifys policies or terms of use. In fact, I was never even allowed to launch it publicly.
  07:07 ****** ***** *******: And you already know that I have contacted several support agents that have informed me that this may be an error and that the appropriate team should have restored my access. However, 21 days have passed, and after contacting more than 15 representatives via chat, I keep receiving the same response: that my case will be escalated to the relevant team.
  07:07 ****** ***** *******: The same message you sent me 17 days ago
  07:07 ****** ***** *******: To expedite the resolution of this issue, I kindly ask you to review ticket ID ********, where my request has already been documented.
  07:08 ******* (Support Advisor): I appreciate you sharing the email you received from Shopify. I will be checking the updates of this.
  07:08 ****** ***** *******: Thank you!
  07:09 ******* (Support Advisor): By the way, just to make sure that we are on the same store, is this the store you were pertaining?
  qsbpjp-ci.myshopify.com
  07:09 ****** ***** *******: that account is not related to me
  07:10 ****** ***** *******: Please restore my access to ************************************************:
  07:10 ****** ***** *******: yn84jj-99.myshopify.com
  07:10 ******* (Support Advisor): Ooh, so this is not your store? This is the store that you used to contact us now.
  07:10 ******* (Support Advisor): We would need to verify your account so we can look into your internal settings. Kindly go to our Pin Verification Tool and provide to me the PIN code.
  07:10 ****** ***** *******: Thats because Shopify is forcing me to contact from different accounts
  07:11 ******* (Support Advisor): I understand ******. Though we need to have an access to the store so I can see the admin.
  07:12 ****** ***** *******: I was also blocked from accesing Shopify, and someo yn84jj-99.myshopify.com and assigned a different account to my email address when I downloaded the Shopify app into my iPhone
  07:12 ****** ***** *******: Actually, the issue started justa after downloading the app. My account ********************************** was blocked, and I was assigned a different account
  07:12 ******* (Support Advisor): I tried to access this link, and this is what I see here.
  07:13 ******* (Support Advisor): We would need to verify your account so we can look into your internal settings. Kindly go to our Pin Verification Tool and provide to me the PIN code.
  07:13 ****** ***** *******: also, the account you just mentioned is a new one, different from the previous one that replaced my original account
  07:13 ******* (Support Advisor): Would you mind to please login to the store, and provide to me the 6 digit code, so I can able to access your store that you were pertaining.
  07:14 ****** ***** *******: 659379
  07:14 ******* (Support Advisor): Thank you ******. I will now pull up the store.
  07:15 ******* (Support Advisor): ******, the 6 digit code you provided failed. Can you please get a new one for me? thank you.
  07:16 ****** ***** *******: yes, but please note that the code expires every 10 seconds
  07:16 ******* (Support Advisor): May I also ask if there is a ticket number on your previous chat interactions that I may able to check?
  07:16 ****** ***** *******: 745762
  07:17 ****** ***** *******: yes, I just sent you the message:
  07:17 ****** ***** *******: To expedite the resolution of this issue, I kindly ask you to review ticket ID ********, where my request has already been documented.
  07:17 ******* (Support Advisor): Thank you ****** for the ticket number. And the 6 digit code you provided still failed. Let me check the ticket number here, bear with me.
  07:18 ****** ***** *******: I guess it is failing because they canceled my account
  07:21 ******* (Support Advisor): I appreciate your patience here ******. I went back to check the ticket number ********,, and I've looked into this for you and found that your concern is currently under review by our Internal Team who is the right channel to address your concern.
  07:22 ******* (Support Advisor): Just would *** to confirm if you were able to successfully submit the form to dispute the action taken by Shopify?
  07:22 ****** ***** *******: ok, now you should know that I am concerned that this restriction might be related to a prior conflict between a member of Shopify's store verification team and a person I granted access to my store to assist me with its launch. This person has reported over 100 fraudulent stores and, as I understand, has had disputes with the team responsible for blocking fraudulent accounts due to their lack of action. I fear that my account is now being affected as retaliation in this previous conflict.
  07:23 ****** ***** *******: yes, I told you a few minutes ago that "Half an hour after receiving the email, I completed the form and submitted the requested information."
  07:23 ****** ***** *******:
  07:23 ****** ***** *******: let me translate the content for you...
  07:23 ******* (Support Advisor): I hear you and I understand how important this is. We are working through all open requests as quickly as we can. When the Internal team completes their review of your store and the request, they will reach out with complete instructions to help sort this out.
  07:24 ******* (Support Advisor): Thank you ******. I have already used a translation on my end, I appreciate you.
  07:24 ****** ***** *******:
  07:25 ****** ***** *******: ok, but as I told you, I am concerned that this restriction might be related to a prior conflict between a member of Shopify's store verification team and a person I granted access to my store to assist me with its launch. This person has reported over 100 fraudulent stores and, as I understand, has had disputes with the team responsible for blocking fraudulent accounts due to their lack of action. I fear that my account is now being affected as retaliation in this previous conflict.
  07:25 ****** ***** *******: For this reason, I request that my case be escalated to a higher-level team that can review it impartially and verify what has happened.
  07:26 ******* (Support Advisor): ******, I want to let you know that this has been escalated to the right team. Since they are already aware of your situation, I recommend waiting for their update. They are reviewing cases l*** yours and are committed to addressing each one with care.
  07:26 ****** ***** *******: please avoid using canned responses
  07:27 ******* (Support Advisor): For now, what I will do here on my end, is to make a follow up to the Team, I will let them know that you have reached out and would l*** to get an update since you already submitted the form that is needed.
  07:27 ****** ***** *******: as I mentioned, I have already spent time in 15 different chats
  07:28 ****** ***** *******: could you please see the date at the top right corner of this screenshot?
  07:28 ****** ***** *******:
  07:28 ****** ***** *******: it was 21 days ago
  07:28 ****** ***** *******: I have been waiting for 21 days
  07:29 ****** ***** *******: do you mean I should wait even more?
  07:30 ******* (Support Advisor): I completely understand how you feel about the wait since February 21. I would feel the same way in your situation. Ill make sure to inform the team that youre looking for an update. While I dont have visibility on this specific email or concern, its managed exclusively by the Merchant Trust Team.
  07:31 ******* (Support Advisor): Given your concerns about potential retaliation due to a previous conflict, it is important to clearly outline this context in your appeal. The Internal Team is responsible for reviewing such cases, and they will consider all relevant information you provide
  07:32 ****** ***** *******: could you please send me information or guidance to submit a complain and documentation to request an investigation about my account being affected as retaliation in a previous conflict.
  07:32 ****** ***** *******: ok, I want to provide information
  07:32 ****** ***** *******: how can I do that?
  07:33 ******* (Support Advisor): The form that was asked for you to submit, that is where you can state all the information that you want the Team to know.
  07:33 ****** ***** *******: could you please review ticket ID ********?
  07:33 ****** ***** *******: I already reported that I was blocked to fill out the form again
  07:34 ****** ***** *******: This means I cannot submit information to prove that my account has been used in retaliation in a previous dispute.
  07:35 ******* (Support Advisor): ******, I totally understand you here. I have read your ticket, and as I have mentioned, that since this is already under the hands of the Shopify Merchant Trust Team, they are only the right Team who can assist you further on this. I may kindly request you to wait, for instructions or email coming from them.
  07:35 ****** ***** *******: but no email is coming
  07:36 ****** ***** *******: after 21 days, no email has been sent to me
  07:36 ******* (Support Advisor): Since you already submitted the form, they acknowledged it, kindly give them ample time to review and I will also let the Team know that you were following up the update on the form you submitted.
  07:37 ****** ***** *******: 15 of your partners have also informed them that I contacted via chat, why you are goind to be different?
  07:37 ******* (Support Advisor): As much as I would love to help you further on this, your store is now handled by a different Team. the best I can do from my end is to make a follow up, let them know you were waiting for an unpdate.
  07:37 ****** ***** *******: actually, you already sent that exact same information 17 days ago
  07:37 ****** ***** *******: ok, please tell me how can I contact the right team
  07:38 ******* (Support Advisor): Only the MercahtnTrust Team can answer all your questions ******, as they are the one having access to your store, I don't even have access to your store.
  07:38 ****** ***** *******: you already told them 17 days ago that I am waiting for an update
  07:40 ******* (Support Advisor): ******, Ill reach out to them again and Im here to help. If following up will make a difference, Im more than happy to do that for you.
  07:44 ******* (Support Advisor): Hello,are you still with me? Just checking up on you and making sure we didn't get disconnected.
  07:44 ****** ***** *******: yes, I am still here
  07:45 ******* (Support Advisor): Thank you for staying. have you read my responses to you?
  07:45 ****** ***** *******: yes, but you have not resolved my problem, and you are sending me the same texts that you sent me 17 days ago
  07:46 ****** ***** *******: I dont know what else I need to do to receive help from Shopify
  07:46 ****** ***** *******: I feel l*** your job is to avoid me to contact the right team
  07:46 ****** ***** *******: I am just wasting my time here
  07:46 ******* (Support Advisor): ******, you spoke with my colleague ******** 17days ago. He was the one who escalated this ticket to merchant Trust Team, and the team send you an email, right.
  07:47 ****** ***** *******: if this issue is not going to be resolved immediately, I request the transfer of my domain ************************************* so that I can use it on another platform outside of Shopify.
  07:47 ******* (Support Advisor): What I am recommending is to wait as I have no access to your store because this is being handled by a different Team.
  07:48 ****** ***** *******: I have been waiting for 21 days
  07:48 ****** ***** *******: for how long you are recommending me to wait?
  07:48 ****** ***** *******: a month? two months?
  07:49 ****** ***** *******: I have not received any email from Shopify regarding my account **********************************
  07:49 ******* (Support Advisor): I will let the Team know about this ******. I understand your urgency here.
  07:49 ****** ***** *******: I have only received emails with chat transcriptions
  07:49 ****** ***** *******: that is not "help"
  07:50 ****** ***** *******: no, you dont understand the urgency
  07:50 System: Chat ended by client

  
  

  Customer Answer

  Date: 17/03/2025

  It has been a month since I submitted the documentation to the Shopify team via their required form ***********************************************************************************************************.

  However, I have not received a single response, and the chat support team says they can't do anything to help me.

  My domain ************************************* that I purchased through Shopify has been put on hold, and the support team via chat informs me that they can't do anything unless they restore access to my account. Therefore, ******************** is holding my domain against my will.
  
  

  Business Response

  Date: 24/03/2025

  Dear ******,
  

  I'm *****, a Support Lead at Shopify. All Shopify stores undergo routine reviews to ensure compliance with our Terms of Service and Acceptable Use Policy. These reviews are conducted by our ***************** If a store is found to be non-compliant, our Merchant Trust Team will request additional documentation to support an appeal.

  In your case, I see that your appeal (Ticket ID: ************************************* was successful. Your store and Shopify Payments accounts are now active. Please reply directly to your ticket if you have any further questions.
  

  Regards,
  *****
  

  
  

  Customer Answer

  Date: 25/03/2025

   
  Better Business Bureau:

  I agree to end the dispute with Shopify. However, I am not satisfied with the type of customer service they offer. They arbitrarily blocked my account for more than a month without any usage policy or terms of service to justify the arbitrary blocking. In addition to this, they also took over my website domain, forcing me to wait, blocking any settings, affecting ****** Ads campaigns and my overall advertising strategy. Causing monetary losses to my establishment.
  
  I do not agree with Shopify offering this type of customer service and arbitrarily blocking accounts without any justification. In addition to this, they have no right to block domains that users pay for. 
  
  Currently, they have restored my access to my domain and account. However, they should be obliged to inform the user that they will perform this type of blocking and that it will take more than a month, and that it requires more than 20 support emails and complaints supported by entities such as ***. This way, the user can choose if they want to take the risk of using Shopify as a provider.

  
  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:03/03/2025

  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.

  I am filing a complaint against Shopify for unfair payment processing practices that are severely disrupting my business. I run a made-to-order ceramics business through Shopify, where customers place orders, and I produce and ship them. My payout settings are set to daily business-day payouts, yet Shopify delays payouts far beyond the expected timeframe. For example: - An order placed on **February 26** has a scheduled payout of **March 5**. - An order placed on **February 28** has a scheduled payout of **March 15**. These delays contradict my selected payout schedule. My bank processes payments within one business day, so the issue is entirely on Shopifys end. When I contacted support, they stated that **all future payouts will follow this delayed schedule**, meaning Ill always have to wait up to two weeks for my funds. I am also concerned that Shopify is unlawfully holding and potentially using my money during these delays. They have no valid reason to withhold it for so long, and I question if this practice is even legal. These delays force me to finance customer orders out of pocket, creating serious cash flow issues that harm my business. I have contacted Shopifys support multiple times, but they have not resolved the issue. Their payout delays contradict my selected schedule and create unnecessary financial strain on small businesses. I request Shopify release my withheld funds immediately and ensure all future payouts follow the agreed-upon daily schedule. I also urge BBB to investigate Shopifys payment delays and possible misuse of funds. Thank you for your time. I look forward to your response.

  Customer Answer

  Date: 04/03/2025

  I am filing a complaint against Shopify for unfair payment processing practices that are severely disrupting my business. I run a made-to-order ceramics business through Shopify, where customers place orders, and I produce and ship them. My payout settings are set to daily business-day payouts, yet Shopify delays payouts far beyond the expected timeframe. For example: - An order placed on **February 26** has a scheduled payout of **March 5**. - An order placed on **February 28** has a scheduled payout of **March 15**. These delays contradict my selected payout schedule. My bank processes payments within one business day, so the issue is entirely on Shopifys end. When I contacted support, they stated that **all future payouts will follow this delayed schedule**, meaning Ill always have to wait up to two weeks for my funds. I am also concerned that Shopify is unlawfully holding and potentially using my money during these delays. They have no valid reason to withhold it for so long, and I question if this practice is even legal. These delays force me to finance customer orders out of pocket, creating serious cash flow issues that harm my business. I have contacted Shopifys support multiple times, but they have not resolved the issue. Their payout delays contradict my selected schedule and create unnecessary financial strain on small businesses. I request Shopify release my withheld funds immediately and ensure all future payouts follow the agreed-upon daily schedule. I also urge BBB to investigate Shopifys payment delays and possible misuse of funds. Thank you for your time. I look forward to your response.

  Business Response

  Date: 04/03/2025

  Hi Mariia,
  
  My name is **** an Operations Lead at Shopify. Thank you for reaching out to us regarding your payout schedule and for sharing your concerns. I recognize how important timely payouts are for your made-to-order business model.
  
  While we strive to process payouts quickly, several factors can affect payout timelines. Although your store is set up for daily payouts, weekends and holidays can impact processing times, as our payout schedule operates on business days. Additionally, daily payouts occur once the processing of the funds is complete. As a result, there may be instances when payouts extend beyond your expected dates.
  
  I also want to address your concerns regarding the misuse of funds. Please rest assured that your funds are held securely and are not withheld to be used by Shopify.
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 23015960
  
  Hi Lex,
  
  Thank you for your response. However, I must admit that I am not fully satisfied with the explanation provided. The fact that payouts are supposed to every bussines days based on me payout schedule doesnt align with my experience. In my case, the payouts have been delayed for up to two weeks, which is far longer than what I would expect from Shopify, especially since the system is set up for daily payouts.
  
  This extended delay is having a significant impact on my business, and I would appreciate further clarification on why this is happening, despite the setup for daily payouts. I hope we can resolve this issue promptly.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 14/03/2025

  Hi Mariia,
  
  Thank you for your response. I recognize that the payout dates reflected in your store don't align with your expectations, and I want to address your concern. As I mentioned in my previous response, several factors can affect payout timelines. One important aspect is that daily payouts are processed only once the customer payments have cleared. I'd like to note that your selected daily payout schedule doesn't account for weekends and the necessary business days for processing payments. However, rest assured that once those payments are processed, our systems will initiate the payout the very next business day. 
  
  If you haven't already, I would recommend changing your payout schedule from daily to weekly, saving that change, and then switching it back to daily. Sometimes, this can help with the payout processing in the event that the system hasn't recognized your initial preference selection.
  
  Additionally, if you're looking for faster payouts, I would recommend setting up your Shopify Balance account as your ******************** Payouts account. This can significantly speed up the payout process, allowing you to access your funds more quickly. You can find more details about this in our help center: ************************************************************************************************************************************************************************.
  
  Thank you for your time.
  
  Kind regards,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:03/03/2025

  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.

  On January 31st, I placed an order for a youth ARCONETTE jacket from the vendor "Finerblusoror" (on the SHOP app) order #****. In mid February, I begin reaching out to the to the company to check on shipping since nothing had changed on my end (est. date for shipping, etc.) There has been no response. Last week, I elevated my issue to customer support...AI responses and email. I have yet to receive my order and the vendor is not responded, nor have they ever responded. Today, when instructed to complete a "report an issue form" where is shows that I must copy the url, when clicking on the order confirmation in my email, it appears that the store does not exist any longer. I have been scammed. when I click on the link in my email, it is not there any more. After many correspondences with the company, they told me that my only course of action was to contact my bank and do a chargeoff. There is a cost to me to complete this action. I shared that I did not think it was fair that this company that I paid (SHOP/SHOPIFY) allowed the vendor to set up shop to do fraudulent business. I learned that the company was closed due to other complaints. I requested a refund, but they keep telling me that I won't get one from them. It must come from the vendor who has not responded to any inquiry and now who's page no longer exists. SHOP/SHOPIFY expressed regret, but they keep saying that I must go through my band, incur another charge to receive my $70.00. I contend that the company should be held responsible since I paid them to send me my refund.

  Business Response

  Date: 11/03/2025

  Hello Floressa, 
  

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

  Shopify is an ecommerce platform that allows stores to be created and sell products. All stores on the platform are subject to strict reviews to make sure they are aligned with Shopifys Acceptable Use Policy and Terms of Service. Any store that is found that is not in compliance is removed from the platform. Shopify does not directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment.
  

  We do have pathways for anyone who feels they may have an issue. You can report a Merchant using the link we have provided. You can also work with your Bank or Credit Card provider to start chargeback proceedings to help get your money returned.
  
  Regards
  *****
  

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  My original business with Shopify was Teaching Treasures and Trinkets registered with the email *************************************** That business was closed Sunday, December 3, 2023. I opened a new business with Shopify using the email ********************** that was unrelated to Teaching Treasures and Trinkets. When I lost the ability to use Mad Titan Comic Books as my business name, I changed the ********************** to ******************** and a new business name to Taberna CGC which was verified December 10, 2024. I noticed in January 2025 that Shopify had been double charging me. From what I can determine at this time, these double charges have occurred December 2024, January 2025, and February 2025. This has been reported to Shopify in February and March of 2025, and each time they have told me that they will contact me with a resolution. I still have not been credited back with the double charges. Double charges occurred Feb 10th and 27th, 2025 January 9th and 28th, 2025 February 10th and 27th, 2025 All charges were for $42.62. I would like a refund of $127.86, please

  Business Response

  Date: 04/03/2025

  Hi ****,
  
  My name is ****, and I am an Operations Lead here at Shopify who will be assisting with your complaint. Thank you for sharing your experience with us. We value your feedback as a long-term user of our services, and I recognise how frustrating it has been to address the charges against your account.
  
  I have reviewed the invoices and emails you included in your complaint and can confirm that there were no double charges against any of your accounts. Each charge was related to a separate store, and since store subscriptions are charged monthly, this is why you were experiencing multiple Shopify charges in the same month.
  
  To review the Shopify stores associated with your email addresses, please visit this link: **************************************************************** enter all of your email addresses. You will receive the names of the stores associated with those email addresses. This is a great way to keep track of any stores that may belong to you and to review which ones you wish to continue operating.
  
  Additionally, I located ticket #******** with our billing team, who has followed up with your request and provided you with an update regarding the charges on your accounts. If you have any further questions, working directly with our billing team is the best way to ensure your queries are resolved.
  
  
  Kindest regards,
  **** | Shopify, Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 23014265
  
  I am rejecting this response because:  The only store that I have opened is Taberna CGC using the email address, *****************************.

  Teaching Treasures and Trinkets was closed on December 3rd, 2023, using the email ***********************************************

  When logging in, I am only given the option to log into Taberna CGC.  

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

  Business Response

  Date: 06/03/2025

  Hi ****,
  
  Thank you for your follow-up. I appreciate your patience as we clarify your store details.
  
  You are correct in your assertions:
  - Taberna CGC remains open attached to the current email you have provided.
  - Teaching Treasures and Trinkets was previously closed and remains closed. 
  
  Our billing team has provided you with an update regarding the previous charges on your account in ticket #********, which you have acknowledged in the ticket. Therefore, we consider this matter resolved. 
  
  
  Best regards,
  
  **** | Shopify, Operations Lead

• Initial Complaint

  Date:28/02/2025

  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 had done a 3 months for $1 promotion that shopify had offered in December of 2024.Before the promotion ended I deactivated my store to restart again at a later time. My store was closed ahead of the promotion ending and there was no bill due. On April 1st of 2024 I logged in to shopify to see what plan options were available. when I gathering information to launch my website. Shopify's website design doesn't make it very clear what you're clicking on when you're trying to find plan information. You log in to their website and it tries to charge you. You click on a description for more information about a plan and it immediately tries to enroll you.This is exactly what happened to me on this date. While checking these plans it activated my store as though I was trying to start my store back up when had no intention of doing so.I immediately contacted shopify regarding this on the same date the incident took place.The shopify representative that I spoke with (support ticket number ********) advised me that they would take care of this error and they deactivated the store for me on April 3rd of 2024.I came back to shopify in November of 2024 to start my store up under the basic plan they offered.Then on the subscription plan payment screen it stated that I have an outstanding balance of $39.99 from April 1st incident the day that this error took place. The incident was reported on April 1st. and Shopify's customer service responded on April 3rd and advised they would deactivate the store and remove the $39.99 charge for the month of April. This never happened. When I contacted Shopify in November and advised them of this they informed me they were charging me for the the month of April 2024 when I never logged into the account or used the store. Shopify informed me that even though their representative advised me they would fix the error and not charge me I was still charged. I want shopify to honor their word and remove this $39.99 charge because it was an error.

  Business Response

  Date: 07/03/2025

  Hello ******,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  We have reviewed your request and noticed that this was escalated to our Money team via support tickets ******** and ********. The money team informed the following: 
  
  "We wanted to reach out to you directly regarding the $39.99 charge related to your trial store. Id like to clarify that this charge was part of our standard billing practice, where we issue bills ahead of time. The bill with reference number ********* was meant to cover the billing cycle from April 1, 2024, to May 1, 2024.
  
  I see that you canceled your store on April 3rd, so you wont incur any further charges. However, if you decide to open your store again in the future, please keep in mind that you will need to clear any outstanding charges to regain access.
  
  As a gesture of goodwill, we can consider acting on Bill ********* if you activate your store and pay the outstanding amount. In that case, I would be happy to issue you an equal amount of credit toward your next subscription with us.
  
  If you would like to remove your payment method from this store or have any other questions, please let us know. Were here to help!"
  
  Our support team has been helping regarding this request in multiple tickets: ********, ********, ********, ********, ********.
  
  Don't hesitate to contact us if you have additional questions.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 10/03/2025

  Complaint: 23001710
  
  I am rejecting this response because:
  
  This business did not review a single piece of information. Provided. The representative makes a statement that the $39 charge is for the monthly billing period of April 1st through May 1st. I never actively opened this online store on any of these dates. There customer service was contacted to close the store on April 1st the day this error occurred. This company expects me to pay $39 for the 3 days I had to wait for them to respond to close the store on their end tk which their representative at that time informed me I would not be charged. I proved evidence of the statements made by their representative to support this fact it was ignored. Rather than just fix the issue they want me to pay for what they failed to do and the. Possibly maybe they might credit me for a month. This is how scams operate. Its a scams to charge someone $39 for 3 days they spent waiting for a representative of their company to respond. Why would I be forced to pay for an entire month of service when I never used their website and it was active for 97% of the billing period theyre attempting to charge me for?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 19/03/2025

  Hello ******,
  
  Thank you for the additional information. We've reviewed again and as per support ticket ******** (April 3rd) you reached out to us reporting that you reactivated your store when attempting to see the pricing for the plans. The support advisor helped to deactivate the store as per your request and confirmed the deactivation. 
  
  As mentioned by the Money team via support tickets ******** and 52093463: 
  
  "We wanted to reach out to you directly regarding the $39.99 charge related to your trial store. Id like to clarify that this charge was part of our standard billing practice, where we issue bills ahead of time. The bill with reference number ********* was meant to cover the billing cycle from April 1, 2024, to May 1, 2024. 
   
  I see that you canceled your store on April 3rd, so you wont incur any further charges. However, if you decide to open your store again in the future, please keep in mind that you will need to clear any outstanding charges to regain access. The $39.00 USD are outstanding and haven't been charged.
   
  As a gesture of goodwill, we can consider acting on Bill ********* if you activate your store and pay the outstanding amount. In that case, I would be happy to issue you an equal amount ($39.00) of credit toward your next subscription with us. 
  
  Regards,
  
  Lali | Shopify Operations Lead
   

• Initial Complaint

  Date:28/02/2025

  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.

  This complaint is in reference to ticket number is ********. My payouts are paused because I need to update my personal information. Note that I have already been verified but this is supposed to be some sort of periodic thing they do.I have been trying to update my TIN for over a month now. I am unable to access my dashboard to provide the information, which, has already been provided previously. My personal documents were uploaded and I could see them but unable to do anything else. Then suddenly they were gone. Shopify has been sending me emails daily telling me to update my information or else. Big red banner in my dashboard saying I have until today to update my information or else they will pause payments. Then I got the email that my payments are stopped. I have read many complaints about this very issue and people waiting for weeks for a resolution. I am unwilling to wait any longer. This is an easy fix. Customer support said I would be sent a link to upload the documents I already uploaded. But I have not received any follow-up whatsoever. Only automatically generated copies of our chat logs. Again, I have contacted customer support three separate times and told to wait with no estimated time for a resolution. I'm trying to run a business here.This manner of conducting business by interfering with payouts and no follow-up is unacceptable. This is what I want to happen:1. Unlock my dashboard so I can provide the information you have been asking me for, or email me with a secure link so I can upload the information. 2. Resume my payments immediately as it is Shopify's fault, not mine, that I have not been able to access my tax dashboard for over a month and provide the same information they already have on file.3. Provide me with my 1099K so I can file my taxes. *** this should have been done by law by January 31.I appreciate a prompt response.

  Business Response

  Date: 10/03/2025

  Hello ******,
  
  My name is *****, an Operations Lead with Shopify. 
  
  I see that your submitted documentation is currently under review and moving forward on ticket ID ************************************. This is the ideal place to submit any further questions or concerns, and the sepcialist dedciated to your case will be happy to respond. 
  
  Best Regards, 
  
  
  *****
  Shopify Operations Lead

  Customer Answer

  Date: 18/03/2025

  Complaint: 23001650
  
  I am rejecting this response because:

  There are two payments that have failed and I have not received any communication as to why or what to do. I also have not received my 1099K within the five days they said I would receive it. 

  Regular payments have resumed, so thank you for that. Please provide additional information about why the two payments are noted as "failed" and what needs to be done to receive these payments.

  I also need a response as to when I will receive my 1099K so I can file my taxes.
  
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 24/03/2025

  Hello ******,
  
  ***** here, an Operations Lead with Shopify. 
  
  I see we responded to ticket ID ************************************ on March 19th, confirming that there are no holds on the account and funds are moving. If you have any other questions or concerns regarding your payouts, please reply directly to that ticket, and the specialist dedicated to your case will be happy to answer them. 
  
  Thank you, 
  
  
  *****,
  Operations Lead, Shopify

  Customer Answer

  Date: 24/03/2025

   
  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:27/02/2025

  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.

  Shopify is known, and has a reputation for scamming their clients. Recently I was a victim, and have had 0 resolution or support i have contacted support well over 15 times, for weeks on weeks saying that I will hear back I never do. Shopify has taken well over $20,000 in funds from me, and banned me from their platforms while taking my funds, and will not provide a reason as to of why. I cannot get in contact with support. ONTOP Of that they have banned me from accessing the dashboard, because of this I cannot fulfill the orders or view them at all, so I am getting multiple charge backs daily which Shopify charges $15 on top of every chargeback, instead of taking it out it the funds they stole from me, they simply are taking it out of my bank account putting me into negative balance. I need a resolution and support will not help at all.The email I have used for the support and inquires is ********************* have not heard back at all, my store is named ****************.

  Business Response

  Date: 03/03/2025

  Hello *******,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead at Shopify. Thank you for contacting us regarding the closure of your store and the associated payout hold.
  
  After reviewing your case, I would like to clarify a few points. It appears that there are some discrepancies in the information provided. I have checked your store and found that there are no outstanding orders, and your current payout status does not indicate a hold of $20,000.
  
  Additionally, I noticed a potential issue regarding the email address associated with your account. The email listed as the Account Owner is ******************* while you mentioned using ********************** This discrepancy can lead to authentication issues, as we are only able to respond to inquiries related to financial matters or account status through the Account Owner's email.
  
  To address your concerns more effectively, I recommend that you respond directly to the Ticket ID: ************************************, which our Merchant Trust team has created for you. This team is specifically equipped to assist you with any questions or issues regarding the closure of your store.
  
  If you believe that your account has been terminated in error, the first step would be to file an appeal using the following form: *****************************************************************************************************************;
  If you have any further questions, please feel free to reach out.
  
  Best regards,
  Kody | Operations Lead, Shopify