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:18/02/2025

  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.

  Request for Refund of $561.51 for Unnotified Recurring Charges I sent refund request to Shopify on an account was opened and was withdrawing recurring subscriptions from me without notifications by emails. I have called week after I opened the account to ask if I have any account to delete it. They said I dont have accounts. Then later I found accidentally the charges on my credit card. I didnt use this Shopify store or had any living in activities during this time. The company have been ignoring my refund request. This is illegal business practices & fraudulent activity. Here is the request:Dear Shopify Support Team,I hope this message finds you well. I am writing to formally request a refund of $577.51 for recurring charges applied to my account associated with the store b7f317-2.myshopify.com, which I have not actively used. Additionally, I did not receive prior email notifications about these charges.Upon reviewing my billing history, I identified the following charges applied to my account:Aug 14, 2023: $1.08 (Billing cycle)Aug 14, 2023: $2.16 (App)Sep 13, 2023: $39.09 (Billing cycle)Oct 13, 2023: $39.09 (Billing cycle)Nov 12, 2023 to Apr 10, 2024: $80.38 each month Total Charges: $561.51 I firmly believe these charges were applied in error or without adequate communication. I kindly request your cooperation in processing a full refund of $561.51. I trust in your understanding of the legal implications of such charges on my account and debit balance.Thank you for your prompt attention to this matter. Please let me know if you require any additional information or documentation to assist in processing my refund. I greatly appreciate your cooperation and ****************** regards,Marwa Badr After I submitted this request, Shopify company have terminated my account. We call that retaliation for seeking rights. It is illegal business practices. I am not seeking any legal actions but I am seeking 561$ + 16$ the price of domain **************

  Business Response

  Date: 20/02/2025

  Hi Marwa, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with requesting a refund. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:18/02/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am beyond frustrated and furious with the absolutely disgraceful treatment I have received from Shopify. For far too long, Ive been dealing with this completely unjustified account freeze and the withholding of my funds. This has gone on long enough, and Im done with your unprofessional and inadequate responses.Let me make this very clear: I have ZERO disputes and ZERO chargebacks. I have followed EVERY SINGLE ONE of Shopify's policies and fulfilled every order promptly. I have done everything by the book, and yet, Shopify has decided to arbitrarily freeze my account and withhold MY money for no reason whatsoever. You are literally holding my funds hostage, and thats unacceptable!I dont need your irrelevant suggestions about third-party payment providers. Im not asking for ******** demanding the release of MY FUNDS! Shopifys hold on my payouts is completely unjustified, and I expect the FULL AMOUNT owed to me to be released IMMEDIATELY. No more excuses, no more delay tactics.Let me remind you that you are getting paid for a service, and you are FAILING to deliver. If your excuse for this is high volume of requests, then that is a clear reflection of your companys inability to properly support its paying customers. If you cant handle the demand, then you need to hire more people or stop taking merchants' money! You are damaging businesses by withholding funds and refusing to communicate in any meaningful way.I have had enough of your excuses and delays. This has gone on for far too long. I demand that my account be restored and my funds be released IMMEDIATELY. If Shopify refuses to do this, I will take further action and ensure this matter is brought to the attention of the proper authorities.This is your final warningresolve this NOW.

  Business Response

  Date: 18/02/2025

  Hello *****,
  
  My name is **** and I am an Operations Lead here at Shopify. I have reviewed the ticket regarding your case and noted your correspondence with our Merchant Trust team. At this time, their decision remains unchanged.
  
  Your business has been identified as presenting an elevated risk for customer disputes, and as a result, you are no longer permitted to use Shopify Payments as your payment gateway. Please be assured that this does not affect your overall use of Shopify as a platform.
  
  Pending payouts will be held for 120 days, and we will transfer any existing amounts to your bank account on file after June 11, 2025. Please allow up to 6 days for processing before the payout is released. The reserve policy is in place to mitigate chargeback risks for your account.
  
  For more information on the Shopify Payments Terms of Service, please visit: Shopify Terms of Service: ****************************************. You can also find details on Reserves in our *************************************************** ***********************************************************************************************.
  
  To continue processing orders, you will need to select a new payment gateway. We understand this may be a significant change, but our Support Team is available to assist you through this transition. You can view a list of integrated payment gateways here: Payment Gateways: ******************************************************.
  
  For further inquiries regarding the termination of Shopify Payments, please reply to Ticket ID: ************************************, as the Merchant Trust team is best equipped to assist you.
  
  All the best,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 19/02/2025

  Complaint: 22954885
  
  I am rejecting this response because:
  
  I am writing to express my complete dissatisfaction with the decision made by Shopifys Merchant Trust team regarding the withholding of my funds and the termination of Shopify Payments. This decision is not only frustrating, but it is also entirely unjustified given my impeccable track record.
  
  I have ZERO disputes and ZERO chargebacks. My business is in good standing, and I have consistently followed all of Shopifys policies. To claim that my business presents an elevated risk for customer disputes without any concrete evidence is not only misleading but outright unreasonable. I demand a thorough explanation of how this conclusion was made, especially in light of my perfect record.
  
  It is completely unacceptable that Shopify continues to punish merchants with such arbitrary decisions. There is no evidence of any wrongdoing on my part, yet my funds are being held without cause. I fail to understand how a business with no disputes or chargebacks is being treated as high risk and subjected to such a harsh reserve policy. This is not a professional way to handle loyal customers.
  
  Further, I was not provided with any specific details about what exactly constitutes the elevated risk in my case, nor was I given any opportunity to address whatever concerns Shopify has before this decision was made. This lack of transparency is frustrating and unprofessional. I request the following:
  
  Immediate release of my funds as there is no basis for withholding them.
  A detailed explanation of why my business is considered high risk, especially given my spotless record.
  A clear, specific timeframe for the release of my funds and the steps Shopify will take to resolve this issue.
  Your decision is not only unsubstantiated but is severely harming my business. I have been a loyal Shopify customer, and its disheartening to be treated with such disregard. Shopifys actions are not just damaging to my business; they are damaging to the trust I once had in your platform.
  
  Sincerely,
  
  8c6f35-dc.myshopify.com 8c6f35-dc.myshopify.com

  Customer Answer

  Date: 19/02/2025

  "After reviewing your analytics report regarding the chargeback rate for 12 months that I check, I can confirm that a rate of 0% is indeed a positive sign for your store. " 

  Customer Answer

  Date: 19/02/2025

  ****, Luk Chiu 

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

  Business Response

  Date: 25/02/2025

  Hello *****,
  
  I have reviewed the ticket regarding your case and noted your correspondence with our Merchant Trust team. At this time, their decision remains unchanged.
  
  Your business has been identified as presenting an elevated risk for customer disputes, and as a result, you are no longer permitted to use Shopify Payments as your payment gateway. Please be assured that this does not affect your overall use of Shopify as a platform.
  
  Pending payouts will be held for 120 days, and we will transfer any existing amounts to your bank account on file after June 11, 2025. Please allow up to 6 days for processing before the payout is released. The reserve policy is in place to mitigate chargeback risks for your account.
  
  For more information on the Shopify Payments Terms of Service, please visit: Shopify Terms of Service: ****************************************. You can also find details on Reserves in our *************************************************** ***********************************************************************************************.
  
  To continue processing orders, you will need to select a new payment gateway. We understand this may be a significant change, but our Support Team is available to assist you through this transition. You can view a list of integrated payment gateways here: Payment Gateways: ******************************************************.
  
  For further inquiries regarding the termination of Shopify Payments, please reply to Ticket ID: ************************************, as the Merchant Trust team is best equipped to assist you. We consider this matter resolved at this time. 
  
  All the best,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 26/02/2025

  Complaint: 22954885
  
  I am rejecting this response because:
  Why did not told BBB about this ?
  I have zero disputes and zero chargebacks.
  I have followed all of Shopifys guidelines and fulfilled every order promptly. There is no justification for this arbitrary decision, and Im tired of receiving vague, generic responses that do not address the actual issues. The fact that my funds are still being withheld with no explanation is completely unreasonable, and its frustrating to deal with this constant runaround.
  Your message about finding a third-party payment gateway is irrelevantIm asking for my funds to be released, not for advice on using external providers. The hold on my payouts is unjustified, and I demand an immediate transfer of the full amount owed to me.
  
  Sincerely,
  
  8c6f35-dc.myshopify.com 8c6f35-dc.myshopify.com

  Customer Answer

  Date: 27/02/2025

  ****, *** ****

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

  Business Response

  Date: 06/03/2025

  Hello *** ****,
  
  I noticed that your name has changed, and it's possible that this update resubmitted the previous complaint you submitted. To clarify our position on this matter, I have reviewed the ticket regarding your case and noted your correspondence with our Merchant Trust team. At this time, their decision remains unchanged.
  
  Your business has been identified as presenting an elevated risk for customer disputes, and as a result, you are no longer permitted to use Shopify Payments as your payment gateway. Please be assured that this does not affect your overall use of Shopify as a platform.
  
  Pending payouts will be held for 120 days, and we will transfer any existing amounts to your bank account on file after June 11, 2025. Please allow up to 6 days for processing before the payout is released. The reserve policy is in place to mitigate chargeback risks for your account.
  
  For more information on the Shopify Payments Terms of Service, please visit: Shopify Terms of Service: ****************************************. You can also find details on Reserves in our ************ Shopify ************ ***********************************************************************************************.
  
  To continue processing orders, you will need to select a new payment gateway. We understand this may be a significant change, but our Support Team is available to assist you through this transition. You can view a list of integrated payment gateways here: Payment Gateways: ******************************************************.
  
  For further inquiries regarding the termination of Shopify Payments, please reply to Ticket ID: ************************************, as the Merchant Trust team is best equipped to assist you. We consider this matter resolved at this time. 
  
  All the best,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 13/03/2025

  Complaint: 22954885
  
  I am rejecting this response because:
  
  Your response fails to address the core issue: Shopify has arbitrarily frozen my funds without justification.
  Key Facts:
  Zero Chargebacks, Zero Disputes: My store has no history of disputes, yet you cite an elevated risk without providing a single piece of evidence.
  No Prior Notice or Transparency: Shopify unilaterally decided to hold my funds for 120 days without warning, explanation, or due process.
  Breach of Trust and Contract: The Shopify Payments Terms of Service do not justify holding fully earned revenue from completed, dispute-free transactions.
  Legally ***************** Withholding: Holding my earnings without valid cause may constitute an unfair business practice and potentially unlawful fund retention.
  My Demands:
  Immediate release of my frozen funds. There is no legitimate reason for withholding them, and your refusal to provide evidence proves this is arbitrary.
  A detailed, written explanation of the alleged risk and how it applies specifically to my business, with supporting documentation.
  Escalation to a senior executive. If this issue is not resolved promptly, I will be forced to explore all available legal and public avenues, including regulatory complaints.
  Your vague, scripted responses do not address the facts. If Shopify does not act in good faith and release my funds immediately, I will take further steps, including filing formal complaints with relevant consumer protection agencies and legal counsel.
  I expect a direct and specific response within 48 hours. Failing that, I will escalate accordingly.
  
  
  Sincerely,
  
  Luk **** ****

  Business Response

  Date: 21/03/2025

  Dear *** ****,
  
  At this time, our decision remains unchanged. Additionally, we are unable to share the specific details of our review process through communications with the Better Business Bureau.
  
  If you have any questions or concerns regarding your payout hold, please reply to Ticket ID: ************************************. The Merchant Trust team is best equipped to assist you with your inquiries, and they are here to help.
  
  I understand this may be disappointing, but I want you to know that your business has been identified as presenting an elevated risk for customer disputes. As a result, you are no longer able to use Shopify Payments as your payment gateway. Please rest assured that this does not affect your overall use of Shopify as a platform.
  
  Pending payouts will be held for 120 days, and any existing amounts will be transferred to the bank account on file after June 11, 2025. Please allow up to 6 days for processing before the payout is released. The reserve policy is in place to help mitigate chargeback risks associated with your account.
  
  Again, for more details regarding your pending payouts, please refer to Ticket ID: ************************************ and reach out to our Merchant Trust team, who are managing your case.
  Thank you for your understanding, and I wish you all the best moving forward.
  
  Best regards,
  
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 22/03/2025

  I am writing to formally demand the immediate release of my frozen balance. Your decision to withhold my funds for 120 days is baseless, unprofessional, and violates our contractual agreement.
  Key Facts:
  Zero Disputes/Chargebacks:
  My store has 0 disputes and 0 chargebacks. Every order was fulfilled promptly, with full compliance of Shopifys policies.
  Despite repeated requests, Shopify has failed to provide any evidence of alleged risk justifying this freeze.
  No Prior Notice or Transparency:
  My account was abruptly restricted, and my balance frozen, without warning or explanation.
  Responses from your team have been vague, scripted, and dismissive, refusing to address the lack of justification for this 120-day hold.
  Irrelevant Guidance:
  Suggestions to use third-party gateways are irrelevant. My demand is simple: release my funds immediately. These are earnings from completed orders, and Shopify has no legal or ethical right to withhold them.
  Immediate Actions Required:
  Release my full balance without further delay.
  Provide documented proof of any alleged violations or risks Shopify claims to justify this freeze.
  Escalate this case to a senior supervisor for resolution.

  Customer Answer

  Date: 25/03/2025

  Complaint: 22954885
  
  I am rejecting this response because:
  I am writing to formally demand the immediate release of my frozen balance. Your decision to withhold my funds for 120 days is baseless, unprofessional, and violates our contractual agreement.
  Key Facts:
  Zero Disputes/Chargebacks:
  My store has 0 disputes and 0 chargebacks. Every order was fulfilled promptly, with full compliance of Shopifys policies.
  Despite repeated requests, Shopify has failed to provide any evidence of alleged risk justifying this freeze.
  No Prior Notice or Transparency:
  My account was abruptly restricted, and my balance frozen, without warning or explanation.
  Responses from your team have been vague, scripted, and dismissive, refusing to address the lack of justification for this 120-day hold.
  Irrelevant Guidance:
  Suggestions to use third-party gateways are irrelevant. My demand is simple: release my funds immediately. These are earnings from completed orders, and Shopify has no legal or ethical right to withhold them.
  Immediate Actions Required:
  Release my full balance without further delay.
  Provide documented proof of any alleged violations or risks Shopify claims to justify this freeze.
  Escalate this case to a senior supervisor for resolution.
  
  
  Sincerely,
  
  Luk **** ****

  Business Response

  Date: 23/05/2025

  Hello *** ****,
  
  Our decision is final and it will remain unchanged. As previously communicated, we are unable to disclose specific details regarding our review process with the Better Business Bureau.
  
  For inquiries related to your payout hold, please respond to Ticket ID: ************************************. The Merchant Trust team is available to assist you.
  
  Your account has been flagged as presenting elevated risks for customer disputes, leading to the decision that you can no longer use Shopify Payments as your payment gateway. This will not affect your overall use of Shopify as a platform.
  
  Pending payouts will be held for 120 days, with existing amounts scheduled for transfer to the bank account on file after June 11, 2025. This policy aims to mitigate chargeback risks associated with your account.
  For additional information regarding your pending payouts, please refer to Ticket ID: ************************************ and contact our Merchant Trust team managing your case.
  
  Thank you for your cooperation, and we wish you success in your future endeavors.
  
  Best regards,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 02/06/2025

  Complaint: 22954885
  
  I am rejecting this response because:
  
  Shopify has once again proven that it does not respect its merchants. They freeze accounts and withhold payouts without clear explanation, and no one seems to be able to hold them accountable. I am one of many merchants who followed their rules, delivered orders, and still got punished.
  
  After submitting multiple appeals and providing documents, Shopify refused to release my balance and eventually closed my store, even though I had no disputes or chargebacks. I filed a complaint with the Better Business Bureau, and even there, Shopify refused to offer any good faith resolution. Now, *** agreed to formal mediation through the BBB something Shopify tries to avoid, because it forces them to explain themselves.
  
  This is not just about my store. Shopify has a pattern of mistreating merchants:
  
  Sudden account closures after reaching high balances
  
  No real support, just template replies
  
  Zero accountability when theyre clearly in the wrong
  
  Shopify acts like theyre above the law, and its time merchants and the public demand change. I hope others see this and think twice before trusting them with their business or money.
  
  If youve experienced the same, speak up. Post your story. File your complaints. Dont stay silent.
  
  #Shopify #MerchantRights #eCommerce #BBBComplaint #SmallBusinessSupport #WithheldFunds #ShopifyScam #ShopifyAbuse
  
  Sincerely,
  
  Luk **** ****

  Customer Answer

  Date: 09/06/2025

  They still did not feeback my payouts already 120 days now .

• Initial Complaint

  Date:18/02/2025

  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 reached out to Shopify's customer service on 2ed Feb. via email and provided all requested **************** account is "**********************************"After receiving no response, I followed up on next day and was informed that my case was escalated to the Merchant Trust ******* of 18th Feb., I have not received any substantive updates or resolutions.Ticket ID: ************************************ The balance was frozen and could not check the details .My attempts to contact Shopify's customer service have been met with slow response times and generic, unhelpful replies. I have not been provided with specific information or a timeline for resolution.And the shopify advisor in bad attitude .I request the immediate reinstatement of my account to resume business operations.I demand the prompt release of all withheld funds, with a detailed explanation of the reasons for the initial withholding.I seek compensation for the financial losses incurred due to the account freeze and fund withholding.I have attached all relevant documentation, including correspondence with Shopify, account statements, and any other pertinent records.I trust that the BBB will assist in facilitating a fair resolution to this matter. I hope BBB can make a deep research in this situation. shopify always frozen merchant balance . did not reply any email. when they could told we have to reach out the email team , but lots of email was sent never get any feedback .the reason is "high volume of request " so ? we pay shopify could not get the service . We have our right to get the feedback on time . if shopify did not get more employee . shopify should pay more attention in this situation .Or shopify just wanna keep merchant funds due to their own investment .Thank you for your attention to this urgent matter.

  Customer Answer

  Date: 24/02/2025

  shopify just let merchant wait but without any reply .

  And we keep being ignored by shopify INC.

   

  Business Response

  Date: 03/03/2025

  Hello Hingyeung, 
  

  I am *****, a Support Lead here with Shopify. 
  All stores on the Shopify platform are subject to standard reviews. These reviews are conducted by our **************** to ensure that stores are working within Shopify's **************** and also the Acceptable Use Policy. Sometimes these reviews find that a store is not suitable to be supported by Shopify. In these cases the store is closed and any payouts are sent on to the Merchant within the standard timeframe. 
  

  Our Merchant Trust team contacted you on February 7, detailing this. They contacted you again on February 19 and 27 describing when and how your payouts will be released. If you have any further questions you can reply directly to the email they have provided. This matter is now resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 22954854
  
  I am rejecting this response because:,
  I am writing to express my utter frustration and deep dissatisfaction with Shopify's handling of my account and the unjustifiable freezing of my funds totaling $251,974.60 HKD.
  Despite submitting the necessary information on February 11, I have been met with silence and generic responses. This delay is unacceptable and has severely impacted my business operations.
  My funds, amounting to $251,974.60 HKD, have been frozen without a clear and valid reason. This action has crippled my ability to manage my business effectively.
  Inadequate Communication: The responses I've received lack specificity and fail to address my concerns. As a loyal Shopify customer, I deserve transparent and prompt communication.
  I demand the immediate release of the frozen funds. Holding my money without justification is not only unethical but also illegal.
  Detailed Explanation: Provide a comprehensive explanation for the freezing of my funds and the closure of my account. Vague references to policy violations without evidence are unacceptable.
  Grant me immediate access to my store data, including customer orders and financial records, so I can transition my business to another platform without further disruption.
  Failure to address these issues promptly will leave me with no choice but to pursue legal action and report Shopify's practices to relevant regulatory authorities.
  I expect a response within 48 hours. Time is of the essence, and I will not tolerate further delays.
  
  
  Sincerely,
  
  Hingyeung ****

  Business Response

  Date: 13/03/2025

  Hello Hingyeung,
  

  ***** here again from Shopify. 
  

  Our Merchant Trust Specialists have responded to all the queries you had on the ticket within the same day as they were asked. This is the timeframe that we would expect a response to be given. They have also provided exact dates and details on how and when your payouts will be paid out. All of this is within standard procedures of our ***************** The issue is resolved and no further action will be taken.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 17/03/2025

  Complaint: 22954854
  
  I am rejecting this response because:
  $251,974.60 HKD. 

  You have to release my funds . 
  Ticket ID: ************************************
  
  
  
  Sincerely,
  
  Hingyeung ****

  Customer Answer

  Date: 18/03/2025

  Dear Dispute Resolution Department,
  
  I acknowledge receipt of your correspondence regarding complaint ID ********, concerning my dispute with Shopify Inc.
  
  I hereby accept the offer to engage in formal mediation facilitated by the Better Business Bureau (BBB). I am committed to participating in this process with the aim of reaching a fair and mutually agreeable resolution.
  
  I appreciate the BBB's assistance in facilitating this mediation and look forward to resolving this matter amicably.
  
  Sincerely,
  
  Hingyeung ****

  Customer Answer

  Date: 18/03/2025

  Dear Dispute Resolution Department,
  
  I acknowledge receipt of your correspondence regarding complaint ID ********, concerning my dispute with Shopify Inc.
  
  I hereby accept the offer to engage in formal mediation facilitated by the Better Business Bureau (BBB). I am committed to participating in this process with the aim of reaching a fair and mutually agreeable resolution.
  
  I appreciate the BBB's assistance in facilitating this mediation and look forward to resolving this matter amicably.
  
  Sincerely,
  
  Hingyeung ****

  Customer Answer

  Date: 18/03/2025

  Dear Dispute Resolution Department,
  
  I acknowledge receipt of your correspondence regarding complaint ID ********, concerning my dispute with Shopify Inc.
  
  I hereby accept the offer to engage in formal mediation facilitated by the Better Business Bureau (BBB). I am committed to participating in this process with the aim of reaching a fair and mutually agreeable resolution.
  
  I appreciate the BBB's assistance in facilitating this mediation and look forward to resolving this matter amicably.
  
  Sincerely,
  
  Hingyeung ****

  Business Response

  Date: 20/03/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  Hingyeung ****

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  they didnot release my funds .Hello,
  
  Your current balance is $167,860.65 HKD. Your final payout is scheduled to be released on June 6, 2025.
  
  Thank you, 
  
  
  Shopify Merchant Trust Team

  Regards,

  Hingyeung ****

  Customer Answer

  Date: 09/06/2025

  Hello,
  
  Your current balance is $167,860.65 HKD. Your final payout is scheduled to be released on June 6, 2025.
  
  Thank you, 
  
  
  Shopify Merchant Trust Team

   

  Why did not release the funds ? shopify ?

  Business Response

  Date: 17/06/2025

  Hello Hingyeung,
  

  ***** here again from Shopify. The payout date and the time it reaches your actual bank account depends on various factors like ********************* for example. The payouts have been released and deposited like this 
  

  Jun 11, 2025- $154,155.56
  Jun 12, 2025 - $473.20
  Jun 13, 2025 - $395.33
  Jun 17, 2025 - $22.21
  

  All monies have now been released and this matter is resolved. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:17/02/2025

  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.

  Shopify has frozen our payouts, despite my store being fully operational. Due to a supplier transition, some orders have been delayed, but this is an internal business decision to improve product quality and shipping times for customers. This was clearly explained to ********************'s team which emailed me about the frozen funds, however they have been completely non-responsive.Unlike many of Shopify's customers, we are not running a dropshipping store where we can simply install a new app to change our supplier. Our product needs to be manufactured with the highest quality and tested before we can ship it to our customers. This process takes time, which our affected customers have been informed about.However, Shopify interfering in this process by withholding our funds with no timeline for resolution, is not only creating unnecessary obstacles, but also displays a complete disregard for my customers and their own.I have contacted ******************** multiple times (tickets ********, ********, ********, ********), as well as sent multiple responses to the email that was sent to me about this, but they offer no solutions while leaving my business exposed to chargebacks, customer dissatisfaction, and reputational damage. Shopify will take zero responsibility when these avoidable chargebacks start affecting my payment history. Meanwhile, I have employees to pay and business obligations to meet, and they are blocking my ability to ********** seems many other business owners have faced this same issue, as seen on Shopifys BBB page. The pattern is clear: they hold funds arbitrarily, forcing small businesses into financial strain.

  Business Response

  Date: 21/02/2025

  Hello Rishi, 
  

  I am *****, a Support Lead here with Shopify. 
  Reviews are standard on all accounts on the ******************** platform. These reviews are mandatory requests by our **************** to ensure that stores are in compliance with our Terms of Service and Acceptable Use Policies. Our Merchant Trust Specialists have given the actions needed to move forward and release the hold on Ticket ID : ************************************. You can reply directly to that ticket with any further questions you may have and our Specialists will be happy to resolve them as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 27/02/2025

  Complaint: 22954272
  
  I am rejecting this response because:
  

  Hello *****,

  
  I understand that Shopifys payment reviews are standard procedure, and I have been cooperative in providing everything requested. However, my funds have now been held for over two weeks, and Shopifys current stance is making it impossible for me to fulfill any more outstanding orders.
  I have explained multiple times that the hold itself is preventing fulfillment, yet my requests for a release of funds to cover order costs have been ignored. Despite this, I have been forced to sell personal assets, including my vehicle, to start fulfilling these orders out of my own pocket.
  Now, Shopify has stated that no payouts will be released until ALL orders up to a random date they came up with are fulfilled. This is an impossible demandwithout access to my own earnings, I simply cannot ship every outstanding order. Shopify is putting me in a situation where I am forced to delay shipments while simultaneously penalizing me for those delays.
  At this point, I need immediate intervention from someone at a higher level who can actually review my case. This is no longer about complianceI have made every effort to fulfill orders despite Shopify restricting my funds. If this issue is not resolved, I will have no choice but to escalate further.
  I appreciate a real response, not a generic copy-paste reply.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 06/03/2025

  Hello Rishi, 
  

  ***** here again from Shopify. 
  The process that reviews and holds take, are following standard procedures. They may seem that they are taking too long or asking for too much but this is what all stores with these findings face. Our Merchant Trust team has given all the information you need to resolve the issue in your open ticket - 2685ae65-17e6-44b1-b6b3-920a5d3c265a. Please complete the instructions given so they can resolve the ticket as quickly as possible.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 09/03/2025

  Complaint: 22954272
  
  I am rejecting this response because:

  
  Unless lying and deception is considered standard procedure at Shopify, that is not what is happening here. Whats happening here isnt normalits deceptive and devastating to entrepreneurs who trust you as an ally.
  
  Your team explicitly told me to clear my backlog of orders in order to have my funds released. Here's a direct quote from the last email I was sent:
  
  "Please note that no further payouts will be released without a clear fulfilment with tracking numbers of the full January orders up to February 14th 2025."
  
  I did exactly that. "Clear fulfilment with tracking numbers" just like they asked. For two months I used my personal savings and even sold my vehicles just to fulfill these ordersexpecting Shopify to uphold their word. 
  
  Instead, the moment I completed their instructions, Shopify tells me I am no longer going to receive my funds and that they will no longer even respond to me. Is this predatory behavior your standard procedure?
  
  You keep telling me to complete the instructions given, which I did. So tell ****** now? What exactly am I waiting for? Because right now, it looks like Shopify is just holding my money hostage with no intention to "resolve the ticket as quickly as possible".
  
  I demand a release of my funds. No more deflections. 
  
  To anybody considering the Shopify platform - STAY AWAY. Go with BigCommerce or WooCommerce! Shopify will lie to you, shut down your business, freeze your funds, with no reason or warning, and tell you that you will no longer get a response to your tickets.
  
  After 7 years as a customer, I can no longer recommend ******************** as a trustworthy business partner.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:17/02/2025

  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 has been charging me $40.00 monthly for a service that I do not have. I have never sold anything over Shopify, I do not have an account with ********************. I have tried to contact them to "cancel" this non-existing account, but unfortunately the AI customer service cannot help me because "I do not have an account." ******************** does not have a working customer service number. Searching through my statements, this has been going on for 2+ years. It will take me a while to add up exactly how much has been taken.

  Business Response

  Date: 25/02/2025

  Hello *****, 
  

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

  I have had a look at our systems and I do not see an account relating to the email you have submitted here. That being said, is there a chance that you may have used a different email to create an account at some point? We do have an account finder that you can input email accounts into and see what stores are associated with them. If you visit - ******************************************************************************************************************************* and input any email addresses you have, the tool will send you the details. Once you have the details of the account you can contact our *********** to have your issues resolved as quickly as possible. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:17/02/2025

  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.

  Our business has operated a Shopify store for several years. Last Monday they informed us that our payouts are on hold, did not provide any substantial explanation. We reached out to their support team, and were told that our case would be escalated to a specialist team, and that we should hear back within 2-3 business days.I followed up every single day last week, and was told the same story, but no one is getting back to ***** the meantime, $43,000 of our funds are being held, and we need these funds to operate.I've researched this on social media, which has revealed that Shopify is doing this to scores of other businesses as well - holding funds, no explanation, no resolution.I believe Shopify is insolvent, and holding funds indiscriminately in order to cover that insolvency. Essentially, Shopify is operating a Ponzi scheme.We need our $43,000 paid out to us immediately, and are seeking penalties/fees as a result of our borrowing costs due to having to draw on our credit line instead of getting our earned money.

  Business Response

  Date: 21/02/2025

  Hello *****, 
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  We have reviewed your shops recent ticket ID ************************************ with the Shopify Payments team, and can confirm that the specialist dedicated to your case recently reached out to the account owner on file with next steps. If you have any questions regarding this matter, please reach out to the ticket referenced above.
  
  
  Best regards,
  *****, Shopify Operations Lead

• Initial Complaint

  Date:17/02/2025

  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.

  Opened a shop on Shopify and they have been withholding my payouts for over a month. I have reached out to their support over 10 times (which is only online) to keep being told it being escalated. They are continuing to take their money from my sales but not giving me my payouts. There has been no resolution in sight and I am constantly told by support they don't know when it will be resolved.

  Business Response

  Date: 24/02/2025

  Hello *******, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team regarding your recent Payout hold experience.
  
  Due to the public nature of the BBB, and the internal payment information this escalation consists of, I have sent through a seperate email for us to discuss payout settings through an authenticated private channel. For context, there can be multiple reasons for a payout delay or hold, most of which are for the security of our Merchants and our banking partners. 
  
  I look forward to hearing from you, 
  **** | Shopify 

• Initial Complaint

  Date:17/02/2025

  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 been illegally withholding my payments. I drop ship using their platform and they now have well over 1000 dollars that has not been paid out to me. Ive tried to contact customer service and they said they would escalate the case and have still not received an email for a resolution from them. I believe their customer support are bots that dont actually do anything.

  Business Response

  Date: 24/02/2025

  Hello ****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to inform our team of your recent experience with a Shopify Payout hold. 
  
  Due to the public nature of BBB and the internal payment information this issue consists of, I have sent through a seperate email for us to discuss the payout hold specifics through an authenticated channel. 
  
  Speak soon, 
  **** | Shopify 

• Initial Complaint

  Date:17/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a website operating with Shopify. In February 4 my payouts have been pending with no explanation. I contacted them the following day day and they gave me a ticket number because they were supposedly going to escalate the situation with the billing team. A few days passed and I tried getting updates from them and they say my ticket is still being reviewed. They tried showing me old payouts to alleged that they had already paid me. Its been almost 2 weeks without receiving my payments and I have had no actual help to resolve the issue.

  Business Response

  Date: 20/02/2025

  Hi Shaleiny, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:15/02/2025

  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 have an online store with Shopify. I have been with Shopify platform for almost 4 years. I am a Canadian citizen and I have resided in Canada all my life. Since the beginning of February 2024, Shopify has stopped making me payments on all my sales that I have made and delivered.. they are stopping my payments because apparently they need more documents. I have claimed all income to the *** from the very beginning of my online store. There was no reason why these additional documents were required. I asked why they needed these documents. There was no answer given. However, I did give them the document they needed. They requested a *** document that showed my business number. It took me a long time to get this number because I did not have one. Finally I received the document .pdf from the government and I sent it to Shopify. Shopify said the document wasnt correct as it had incorrect information. It was impossible for me to talk to anyone because they dont have a phone number and I was only able to talk to robots that never could give me an answer on why the documents had errors. In fact, the errors they said were errors were not errors as far as i could tell . As soon as I uploaded the document, it would automatically refuse them. Evidently it was a robot that was reading my document as instantly it would refuse. I have been online talking to robots with Shopify for maybe 14+ hours and many many days with the same result that is no results and no answers. No one can tell me exactly what is wrong with the document I sent them . They will not make the my payments. I asked them keep sending me payments and we will figure out the document later but no answer . Im not sure exactly what they owe me but its pretty close to $3000. We need help to remain in business. We have a patent pending on one of our products and we have spent a lot of money to get our products available to the world. Please help us. From my understanding many people are having similar problems.

  Customer Answer

  Date: 15/02/2025

  Presenting I am looking for another online platform that can give better support. This will cost me a lot and will affect my business and my income and taxes Canada can collect right when Canada needs it most. The Shopify support and keeping my money seems very unethical or maybe even illegal. Almost like youre guilty until you prove your innocence and they clearly dont care or explain why and how to fix the problem. It would be very easy for them to explain the problem and the details on what to do but they admittedly refused. Apparently other platforms dont do this. So why is bbb rating Shopify so high should be ranked low. I checked some reviews not connected to Shopify and reviews are rated at one star. Seems Shopify dont give support when it comes to keeping money that is not theirs. Is there not laws for this. When I worked in the corporate world this never happened and if it did you could take it to court.  Please help or at the least rate them very low. 

  Customer Answer

  Date: 19/02/2025

  have an online store with Shopify. I have been with Shopify platform for almost 4 years. I am a Canadian citizen. My complaint about shopify is about payments they dont pay me. All my money i make on my sales they withhold some money for their fees and credit card fees which is understandable. however its not exactly clear where all this money is going and I asked them about it and I dont get a clear answer. In order for me to file my income taxes correctly I have to show all my expenses. Im not sure how much exactly are my credit card fees just a percentage of the sales. the exact fees that Shopify requests are not available or easily findable. They just say 2.5% plus 0.30$ per order. Therefore, when I file my income taxes, I just sort of have to lump it all together credit card fees, the fees from Shopify and the numbers dont add up. They are taking more money but its difficult to tell and it seems its cleverly hidden. The only way to file my income tax presently correctly is to see the total sales minus the total payout but the numbers dont see to add up. This leads me to believe that they are somehow scamming me. I hope that this is not the case. However these numbers should be easily verified. The *** needs to clearly know what type of expenses I am using. Please help me on this. Canada is going through a difficult period presently and small businesses drive the economy. We need help to remain in business. We have a patent pending on one of our products and we have spent a lot of money to get our products available to the world. Please help us. From my understanding many people with Shopify are having similar problems yet you rate them good. Please investigate as you will be helping me and thousands of others that cant get help and are going in circles with Shopify.

  Business Response

  Date: 25/02/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your payouts hold issue to our attention.
  
  Upon reviewing your store, I can confirm that your payouts have been released and all information on file has been successfully updated and verified. 
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 26/02/2025

  Complaint: 22945341
  
  I am rejecting this response because:Yes Shopify did resume my payments but I had also asked

  1.  for clarification on why they didnt request the documents they needed sooner (bn) and explain why they needed them. They stopped payment and then told me what they needed with no details. I submitted the business number and they refused it. As you know its impossible to talk to anyone who knows. 
  2. Why it took more than 2 weeks for them to resume payments. I waisted about 10 hours on chats repeatedly with no results until I made a complaint to the bbb. 
  
  

  Thank you bbb for helping and please reduce the high ratings for Shopify. They were excellent in the past but not anymore. No help available and no transparency. In summary they have me hostage and can do whatever they want and I will have to remain with them. 
  
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/03/2025

  Hi ****,
  
  Thank you for your response. Our internal verification team follows standard procedures to ensure that all documentation on file is accurate. In some cases, it may be necessary to place a hold on payouts while we verify the information provided.
  
  Regarding the business number that was not accepted, I can't provide specific details, but I can confirm that all the information you submitted afterward has been successfully verified.
  
  In response to your question about the time it took to resolve the payout hold, I reviewed the timeline and can confirm that the hold was resolved within 7 business days. Given that we collaborate with merchants globally, it may sometimes require additional time to effectively address all concerns. I sincerely appreciate your patience throughout this process.
  
  Best,
  
  Lex | Shopify Operations Lead