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:23/02/2025

  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 would like to file a complaint about Shopify Payments (********* There is a discrepancy between 1099-K form they filed with the *** for the year 2024 and the actual sales they processed for my company for the same year. I asked them three times to explain the discrepancy by sending me a detailed report with all the transactions that would match their 1099_K form. I always got the same answer "we are working on that, and you will receive it shortly" but they have never sent the file. Now, I must pay taxes on sales that never happened.

  Business Response

  Date: 03/03/2025

  Hi, *****.
  
  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 can see that our Merchant Tax team specialists have responded on ticket ******** with some clarifying information. If you still have questions, responding in that ticket is the best way to get answers tailored for your store. Please note that due to the busy tax season, it may take a few business days to get a response.
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 05/03/2025

  Complaint: 22979005
  
  I am rejecting this response because:
  The Shopify Merchant Tax team specialists have responded to ticket ******** with information that they identified a bug with the 1099-K transactions report, but the amounts shown on our 1099-K are correct.They also informed me that they do not have a detailed CSV report to send at the moment.
  Why is it so difficult for you to create the report when they have all the data to make 1099-K form? The only way to resolve this is to provide us with the detailed CSV file with all the transactions that will match the 1099-K.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/03/2025

  Hi, *****.
  
  As advised before, we can't provide account-specific help outside of our support system where we can verify we're speaking with the account owner. I can see our Merchant Tax team specialists are continuing to answer your questions in ticket 55276860 and have relayed that the report issue is being worked on; please continue to direct your inquiries there so you can receive assistance. 
  
  Thank you,
  
  ****** C | Support Lead 

  Customer Answer

  Date: 13/03/2025

  Complaint: 22979005
  
  I am rejecting this response because:
  ******, I am sorry but you have not provided any help inside of your support system yet. And frankly, it is quite concerning that it takes you such a long time to provide a detailed CSV file matching your 1099-K.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:22/02/2025

  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.

  Shopify has since before 2025-02-05 put a block on our bank account payouts. They added a banner on the page that says we need to manually submit some details to their support team. More specifically, it says: "You can't update your details You have reached the maximum number of attempts for submitting your details. You need to contact support to make any changes."Upon contacting support, you never actually get a chance to contact them for real. I get thrown in a chat with someone who "escalates my ticket for further handling" and it never gets handled. I have multiple "escalated tickets" open with zero response back. They already have every single document they need in these tickets if they would only ever get back to them. They refuse to respond to my messages and just keep holding all our money. We have over $8000 stuck in Shopify that we can not take out to our bank using their "Shopify Payments" system, because they have not verified us.The last ticket I opened with them is ******** and I sent them these documents - heres a snippet from the ticket (0 responses):**** ****** 15:01 Hey! Here are the documents I provided:Bolagsordning - This is the Swedish Articles of Association that shows my company's legal structure and rules (like a company constitution)Registreringsbevis - This is the official Registration Certificate from the ************************ proving my company is legally registered and active These are standard Swedish business documents that verify my company's legitimacy and my authority to receive payments.(PDF attachments)

  Business Response

  Date: 03/03/2025

  Hi, Edis. 
  
  This is ****** and I am a Support Lead here at Shopify. 
  
  Because the BBB is a public forum, were limited to providing general information and pointing you back to our Support for further assistance.
  
  I can see that our Merchant Verification team has been in touch earlier today. Please search your email inbox for ticket ID: ************************************ and follow the instructions included. If you have any questions, replying to that email will be the fastest way to get answers from the correct specialists handling your case.
  
  Best,
  ****** C | Support Lead 

• Initial Complaint

  Date:21/02/2025

  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.

  Shopify has failed to verify my *** number using automated methods, which is necessary for my small business to receive payouts from Shopify. I submitted a trouble ticket to Shopify to have the *** documentation verified by a human on 2/5/2025, and then I reached out again on 2/6/2025 and the ticket was escalated to their internal team,Yesterday, on 2/20/2025, Shopify sent the below email, and terminated my Shop website (********************)."Dear Account Owner, Unfortunately, since we did not receive a response from you regarding verification of details about your business and transaction activity, we are no longer able to host your store on the Shopify platform and your account has been closed. The full amount of pending payouts will be held by the Processor, in accordance with the Shopify Payments Terms of Service and the Processor's Terms of Service. Payouts are typically held for 120 days.If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision.Please note that this email address is not monitored. Any responses submitted will not receive a reply.Shopify's Terms of Service can be found here.Thank you, Shopify Merchant Trust Team"Today, 2/21/2025 I reached out to Shopify again to resolve the issue, and no additional support was provided other than that their internal team will review. The initial support advisor was only able to be reached via chat, and would not allow me to talk to a supervisor or manager to voice my concerns with the unresolved issues from 2/5/2025 and 2/6/2025 that I believe may have ultimately led to my site being terminated, which stated I had until 3/2/2025 to resolve.A dispute form has been submitted to Shopify, and I am hoping to have a supervisor or manager reach out to me to discuss reactivating my online store front.

  Business Response

  Date: 27/02/2025

  Hello ******, 
  
  My name is *****, an Operations Lead with Shopify.
  
  We have reviewed your recent ticket ID ************************************ and can confirm your account has now been reinstated. We can also confirm that your request to update your business details for Shopify Payments has been sent directly to our payments team, and you can expect to receive next steps for this process soon.
  
  Please note that you may need to select a paid subscription plan for your store when logging in.
  
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 22972888
  
  I am rejecting this response because:
  
  My shop has been reinstated, however I am still waiting to receive guidance on next steps to have my payment/payout information verified by Shopify. All relevant documents have been submitted, including my EIN documentation needed for verification. Awaiting Shopify payment team to reach out to me to verify and enable my payment/payouts.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 18/03/2025

  Hello,

   

  We have ensured that the consumer's concerns have been addressed on a new ticket ID. 

   

  Thank you, 

  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:20/02/2025

  Type:Sales and Advertising 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 was NOT aware I had asked Shopify to save my informationl I want to have any account I have and I want my personal information deleted.There is no **************** support by phone NOR if you DO NOT have a store.I want to have my information deleted.

  Business Response

  Date: 25/02/2025

  Hello Melodi, 
  

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

  I am sorry to hear that you seem have created a Shop Pay account without realising. Our Shop Pay accounts make commerce easier for everyone by making the checkout process quicker when using any store built on the Shopify Platform. 
  If you do not want to continue using this you can visit - ************************************************************************ and request to have your details deleted. This will remove any data associated with you and you will not have the express checkout facilities shown to you again. 
  I hope this resolves your issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 25/02/2025

   
  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:20/02/2025

  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.

  I closed my account back in September but still being charged the monthly fee. Shopify does not have any type of live person to speak with. Their customer service is extremely difficulty to work through. I've attempted contact several times.

  Business Response

  Date: 21/02/2025

  Hello ***,
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  We understand you may still be receiving charges for an active store on our platform. The ideal way to resolve this is to reach out to our support team with the following information:
  
  - First and last name of the person reaching out 
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  - A screenshot or image of a banking statement with the Shopify invoice number including the charge amount and date (all other information may be concealed)
  
  In order to create a ticket with our support team, please visit our 'Cant login' page at ********************
  
  
  Thank you, 
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 21/02/2025

  Complaint: 22967608
  
  I am rejecting this response because:
  
  There is no easy way to reach customer support. My shop was closed and therefore I am unable to log in which is what "support" virtual assist keeps directing me to do. It's impossible to reach a live person to provide help. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 26/02/2025

  Hello ***,
  
  We understand it can be difficult to contact our Support team without login information. To ensure you can contact our team directly, please copy and paste this link into your browser: ********************
  
  From there, you can provide the following information for our team to identify where those charges may be coming from:
  
  - First and last name of the person reaching out 
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  - A screenshot or image of a banking statement with the Shopify invoice number including the charge amount and date (all other information may be concealed)

  
  Thank you, 
  
  Best regards,
  *****, Shopify Operations Lead

• Initial Complaint

  Date:20/02/2025

  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.

  I have paid $348 for a yearly subscription to Shopify in order to sell merchandise for my small business online. I was able to set everything up and sell a handful of merchandise. My first sale was in May of 2024. Since then, I have sold a countless of items through Shopify and my customers have received each item, yet all of my payouts on Shopify still pose as 'pending'. I reached out to Shopify when I first saw this occurrence and they gave me a case number to have a team look at my case and nothing happened. I have been following up with them consistently since June of 2024 when I uploaded new banking info and credentials. I have yet to recieve any response for any case that was opened. I also have yet to receive the money from any of my customers purchases. Because of this I stopped selling through them in September of 2024 because the same issue persisted. Each time I chat with support I am left starting at the beginning, getting a new case number again, waiting for the response they promised me, and then not hearing anything back. Now I am only receiving countless emails and spam from several claimed Shopify team members saying that my account does not comply and that I need to pay them more in order to fix the "issues" that they are now saying my website has. Along with that issue, I am now getting emails from several different email addresses claiming there are policy violations and store closure notices. Each email is a different address and stating a different version of an issue along with a cost to fix it. I invest a lot for my Shopify to run smoothly and am very unsatisfied with the platform. I communicated in my last and most recent case that I would like to resolve my payout issue before permanently canceling my Shopify subscription. I yet have still to hear back from anyone at all. This is an issue that has proceeded 10 months of troubleshooting. I am looking to resolve this payout issue and cancelling my account before my account renews.

  Business Response

  Date: 25/02/2025

  Hello *******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your payouts.
  
  I have contacted the team responsible for your payouts, and they have informed me that they reached out to you under ticket ID ************************************ with the next steps in this process.
  
  If you have any other questions or concerns, please reply to that ticket.
  
  Best regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 01/03/2025

   
  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. Thank you so much for your efforts in the longly needed resolution. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:20/02/2025

  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.

  I used shopify for online payments and they closed my account it has been over 149 days issue havent been resolved Ive reached out to the company several times nobody can give me an answer or provide me with a update I have a ticket number ******** and a store number *******************************************

  Business Response

  Date: 25/02/2025

  Hello ******, 
  

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

  I have spoken with our Merchant Trust Specialists and they have advised that they have contacted you on Ticket ID : ************************************ for some additional information. Please respond to that ticket directly to get the issue resolved as quickly as possible. If you do not see it in your main email folder please check your spam folder also in case it dropped in there by mistake. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:19/02/2025

  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.

  Nature of the Dispute:On February 19 2025, Shopify suddenly shut down my store without prior warning, citing a violation of their Acceptable Use Policy (AUP). However, I was never informed of the specific violation or given an opportunity to appeal. Additionally, Shopify has placed a hold on my funds despite me providing tracking numbers for fulfilled orders and proof of inventory storage.I have only been operating my store for a a day, but I have already fulfilled most of my orders, with zero disputes, zero chargebacks, and no customer complaints. ********************'s decision to shut down my business and hold my revenue without proper justification is unfair and damaging to my ability to continue operations.Has the Business Tried to Resolve the Problem?I have reached out to Shopify multiple times for clarification, provided all requested documentation (tracking numbers, proof of shipment, and proof of inventory), but have yet to receive a clear response. Instead, Shopify continues to withhold my funds without any timeline for release or due process for appealing their decision.Desired Resolution:I am requesting that Shopify:? Release my withheld funds immediately since I have provided proof of legitimate business transactions.? Provide a clear explanation for my store's closure and allow a fair appeals process.? Follow proper business practices and not unjustly hold payments without communication or evidence of wrongdoing.Shopifys actions unfairly impact small businesses by cutting off funds without transparency. If not resolved, I may seek legal action for unjust enrichment, breach of contract, and unfair business practices.I appreciate BBBs assistance in getting Shopify to properly review my case and release my earnings.Ticket ID: ************************************

  Business Response

  Date: 25/02/2025

  Hello Zain, 
  

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

  Our Merchant Trust Team review all stores on the Shopify Platform to make sure they are in line with our Acceptable Use Policy and our ***************** If a store is closed or put on hold there is always an appeal link sent within the email our Specialists send. Once an appeal is submitted there may be additional documentation requested or more details to be given.
  
  I see that you were able to submit this appeal and get the necessary documentation submitted that allowed the store to be reinstated. As the query is now resolved, if you have any further questions or issues you can visit our *********** at any time and speak with our Support Advisors. 
  Regards 
  *****
  

  
  

  Customer Answer

  Date: 25/02/2025

   
  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,
  
  Zain

• Initial Complaint

  Date:19/02/2025

  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.

  February 6th 2025 I tried to change the business type in my Shopify account from ********************** - The system said i needed to contact support - so I did. The support team said that I would need to speak with the Merchant Tax Team and they would reach out to me. I filled out the requested paperwork and waited for the team to reach out. I have reached out many times after - just to be told the same thing - that they are flagging it for the team. Now they are saying that will withhold our payments through our POS system tomorrow if we do not update our business type but we cant!! They are literally holding our money hostage.we are a small business and cannot survive without the payments coming through every couple days. I have tried everything with support and they will not give you any more resources or even a phone number - just chat. I have read this has happened to many people and sometimes it takes months!! We would be out of business by then. People have said after contacting the BBB Shopify has reached out to them immediately so I hope that will be the case for us.Thank you!

  Business Response

  Date: 20/02/2025

  Hello ****, 

  My name is *****, an Operations Lead with Shopify.
  
  We have reviewed your recent ticket ID ******** with our Shopify Payments team, and can confirm that the requested changes to your business details are moving forward successfully. The most recent response from the specialist dedicated to your case was sent today, February 20, 2025.
  
  If you have any questions regarding this matter, please reach out to the ticket referenced above, and we can assist you further. 
  
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 20/02/2025

   
  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:19/02/2025

  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 use shopify for my business and have since 2020. I use their shopify balance service. On 1/4/2025, a vendor put an amount on hold of $588 in my shopify balance account. The vendor has since released the hold, however, Shopify STILL has this amount pending on my account. They are holding my money and should not be. It still shows pending on my account. ******************** has no phone support so I received support via shopify chat. The first ***** i spoke to could not resolve my issue and said that the hold should be released 31 days after pending and we are well beyond that. The *** said she moved the issue to the shopify balance team. This was 2 weeks ago, I have since contacted shopify chat support 3 additional times. A ticket with the balance team was opened in escalation (ticket number ********) to no resolve. Each time, the chat ***** tells me the balance team would reach out to me via email within hours, yet ***** has reached out to me. The issue is still open. They are still holding my money. Nobody has called me and I cannot call shopify. I want them to release my money and I deserve a call and fee credit for my inconvenience.

  Business Response

  Date: 23/02/2025

  Dear Dorreatha,
  
  My name is ****, I am an Operations Lead here at Shopify, 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 this experience has been to receive support with the pending funds in your Shopify Balance account.
  
  Currently, we are experiencing a high volume of escalations to our Balance team, which can lead to delays in communication. However, I've checked the status of your ticket (number ********) and can confirm that the Balance team has responded with further assistance. 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, and your experience is important to us.
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 24/02/2025

  Complaint: 22963676
  
  I am rejecting this response because:

   

  Thank you for your reply. I can assure you that the balance team has not responded to me. As of today, this issue is still unresolved and my money is still on hold. 

  While i understand a high volume for your team, this is not an excuse for a highly escalated issue. I have not been contacted by email or phone, however, it took a BBB complaint 

  for me to get any type of response. This leads me to know public view is more important to shopify than the businesses who trust you with their livelihood and this is disappointing. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 25/02/2025

  Dear Dorreatha,
  
  Thank you for your response. I have confirmed that our Balance team has reached out to you in ticket ******** as of last week, please search your inbox for this ticket number including any spam folders. 
  
  Due to the public nature of the BBB, I am unable to discuss account specific details. Therefore if you are still unable to locate ticket ******** after searching your inbox, please let me know and I can ask our Balance team to resend the email again.
  
  
  Best regards,
  
  **** - Operations Lead | Shopify