Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Shopify for their unjust and unreasonable closure of my account, which has caused significant disruption to my business operations and jeopardized my reputation with clients.On 10 Oct 2024, I received a generic email from Shopify stating that my account had been terminated due to an alleged violation of Section 7 of their Acceptable Use Policy. However, I firmly believe that this accusation is baseless. My store is operated by a registered limited company in the **************, which is active and compliant with all business ************** address their concerns, I promptly provided Shopify with:Proof of my companys incorporation and active status.Evidence of inventory ownership.Documentation of my traffic sources and marketing activities.All other relevant business records.Despite this, Shopify has failed to provide a specific explanation for their decision or consider the substantial evidence I submitted. Their actions have severely impacted my business by disrupting client orders, damaging customer trust, and creating financial instability.I rely on Shopifys platform to manage my business and serve my clients, and this abrupt termination without proper justification has caused irreparable harm. I am requesting the BBBs assistance in addressing this matter and urging Shopify to:Reevaluate their decision to terminate my account.Provide a clear explanation of their allegations.Release the funds held in my account without undue ******** a legitimate business owner, I expect transparency and fairness from a company as established as Shopify. I trust the BBB can help mediate this issue and restore my account so I can continue to operate without further disruption.Thank you for your attention to this urgent matter. I am happy to provide any additional information or documentation required.Sincerely,

  Business Response

  Date: 11/12/2024

  Hello MR Ffion, 
  
  My name is **** and I'm a support lead at Shopify. I understand that your account has been closed, and you are looking for more information about the reasons behind this, as well as to dispute the process. I am happy to direct you to the right avenues for this. 
  
  As the BBB is public-facing, for your security we cannot discuss sensitive account issues here. However I can confirm that the team sent an email to you December 10, 2024, ticket number 1d80892b-ada0-485f-8839-f83bf192a98c. The ticket contains a link to appeal the decision. You can reply directly to that email as well to address any questions to the team directly. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 11/12/2024

  Complaint: 22671483
  
  I am rejecting this response because:
  the appeal form does not work and i had an agent escelate the issue but your slow response time is affecting my buisness. shopify holds all my customer data therefore i cant contact them.

  i also use a myshopify domain that i cant transfer to another platform to keep running my buisness elsewhere

  so everyday my account is closed. my buisness loses money and my customers get more angry which will affect me on the future
  
  
  Sincerely,
  
  Mr Ffion Tree *******

  Business Response

  Date: 13/12/2024

  Hello MR Ffion, 
  
  I can confirm that the ticket is active with the correct team. A response was sent out today, December 13, 2024, with a new link for your appeal. You can continue your correspondence by responding directly to this email, and it will reach the team directly with no delays. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 14/12/2024

  Complaint: 22671483
  
  I am rejecting this response because:
  
  I am writing to follow up on my previous response to the ticket ID ************************************. I have provided all the required documents along with additional supporting materials to verify my business operations.
  Unfortunately, I am experiencing significant disruptions due to my store being down. This situation is causing significant backlogs from my clients, resulting in a high volume of emails and loss of revenue. Additionally, as our domain is a myshopify domain, I am unable to transfer it to another platform, leaving my business at a standstill.
  We have had to pause all ads and are seeing a direct impact on sales, which is resulting in a financial loss. I kindly request an expedited resolution to restore my store as quickly as possible. Your prompt assistance in this matter is essential to minimize further losses.
  Please note that I have responded directly to the email from ********************************************************************.
  Thank you for your attention to this urgent issue.
  
  Sincerely,
  
  Mr Ffion Tree *******

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Shopify is holding 20% of my revenue without clear justification or proper communication. This issue is significantly impacting my business operations, causing unnecessary stress and financial strain. I have reached out to Shopify multiple times each week, via their customer support channels, seeking clarification and resolution. However, I have not received any meaningful response, assistance, or updates regarding the situation.The withheld funds are critical for maintaining my business, fulfilling orders, and supporting day-to-day operations. Despite my efforts to communicate and provide any required documentation, Shopify has failed to respond in a timely or professional manner. This lack of transparency and unprofessional behavior is unacceptable for a platform that positions itself as a partner to entrepreneurs and businesses.Furthermore, Shopify's practices in this situation are damaging to the trust between the platform and its users. Holding funds without detailed explanations or proactive communication creates an undue burden on small business owners like myself, who rely on consistent cash flow to operate effectively.I am requesting that Shopify release the withheld funds immediately or, at the very least, provide a clear explanation for the hold and a timeline for resolution. I also urge Shopify to improve their communication practices, as this level of unresponsiveness and unprofessionalism is detrimental to their customers and undermines their reputation as a leading e-commerce platform.I hope this complaint will prompt Shopify to address the issue promptly and take steps to ensure such incidents are handled more effectively in the future. Thank you for your attention to this matter.

  Business Response

  Date: 17/12/2024

  Hi *******,
  
  Im ****, a Support Lead here at Shopify. Im glad you reached out about this concern. The Better Business Bureau (BBB) is a public forum, so I'll share general information only.
  
  Payout reserves are a standard tool used by payment gateways when a business presents a risk to the payment provider. There are many indicators that a business model is high risk, and if those indicators improve over time, the reserve can be reduced or lifted. You can learn more about reserves from our help page at this link: **********************************************************************************************************;
  
  An update about your store's reserve has been sent securely in ticket: 25155a29-465b-4e72-a441-e088c79dbe85
  
  Kind regards,
  
  ****
  Shopify Support Lead

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email that a Shopify account was being closed due to violation of acceptable use policy. The Shopify account indicated was | cjsz71-x9.myshopify.com. The ticket id was Ticket ID: ************************************. I never opened a ******* account. When I tried to file a complaint, the only way to file the complaint was to open an account or change the password on the account that I never authorized, opened, or used. I want to make sure that the account is closed and acknowledged that it was a fraudulent account.

  Business Response

  Date: 17/12/2024

  Hello Crystal
  

  I am *****, a Support Lead here with Shopify. I regret to read that you may have had an attack on your email account. Security is paramount at Shopify. All stores created are subject to various layers of authentication. If a store cannot pass one of these authentication steps, for example email verification the store will be closed automatically. As you have seen from the email the account that used your email address has been removed. What I would advise now would be that you take steps to secure your accounts adding Two Factor Authentication and or changing any passwords you may use. 

  I hope this helps
  *****
  

  
  

• Initial Complaint

  Date:09/12/2024

  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 website under Shopify. I've had it for couple of years. This has been very hard year for business. We finally made some sales on Black Friday and Shopify put all of the payouts on hold. I've reached out to them every day since December 1st, they keep telling someone will get to me and no one does. I don't know what are my next steps should be because they keep lying and lying. I have missed my rent payment. I don't find this behavior to be legal. They can't hold money. After reading forums it looks Like i'm not the only one. It's very common for Shopify to keep merchants funds especially if we use shopify balance account. I find it very odd that I can't receive my earned money and I need someone to help me with this because they simply not cooperating.

  Business Response

  Date: 10/12/2024

  Hello *****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to us about your recent experience regarding a payout delay, we appreciate how any disruption to normal workflow can be destabilising for a business and want to investigate this further for you. 
  
  Given the public nature of the BBB and the internal account details this issue contains, I have sent a seperate email through to you to authenticate the account for further investigation by our team.
  
  Speak soon, 
  **** | Shopify 
  
  

• Initial Complaint

  Date:09/12/2024

  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.

  Signed up for a free trial of shopify, during which it kept asking me again and again to subscribe. This was odd as that was what I already did to get the free trial. Could not find the area to cancel my subscription even after following where the help directed me to go. It showed like I had no subscription. So I had no choice but to cancel my auto pay in *******Since that time I have been hounded by billing, again and again they send me failed billing notices.This is even after spending an hour on support and them telling me it will not happen anymore. They assured me that my account was deactivated and bo further billing emails or attemps will be made. Yet today I receive a billing attempt. Glad I did cancel with ****** auto payments, otherwise this scamming company would forever charge me. Heard good things about Shopify and see ads for them all over, but this is pathetic.

  Business Response

  Date: 11/12/2024

  Hi *******,
  
  My name is **** and Im an Operations Lead at Shopify.
  
  Thank you for reaching out in regards to the status your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Operations Lead

  Customer Answer

  Date: 12/12/2024

  Complaint: 22662358
  
  I am rejecting this response because:

  The business has not yet did anything for me! They have contacted me by email and I have replied with the information requested, but so far nothing has been solved. Will accept and close this dispute once the business actually solves the issue.

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

  Business Response

  Date: 15/12/2024

  Hi *******,
  
  Thank you for your erasure request. To proceed, click on this link to our Privacy Portal (***************************************) and follow the instructions below:
  
  1) Click on Erase My Data.
  2) Under What type of user are you?, select ******************** merchant, partner, or Compass user and click Next.
  3) Log in to your Shopify account or select Don't have access? if you are unable to log in.
    - Once logged in, close any open accounts or confirm that all accounts are closed.
    - If you are unable to log in, please confirm that all accounts are closed and provide the requested details.
  4) Submit your request.
  5) Check your inbox to verify your email address.
  6) Once your email address has been verified, sign the affidavit and a member of our team will process your request as soon as possible.
  
  If you would like to delete data associated with a Shop or Shop Pay account, please go to ************************. You may reference our Privacy Policy here: ************************************************.
  
  
  Regards,
  
  **** | Shopify, Operations Lead
  

• Initial Complaint

  Date:09/12/2024

  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 a Shopify store that I am unable to log into. I have tried for at least 10 hours have gone to the help center only to have a robot. Tell me the exact same thing over and over. I need to speak to a human being to rectify the situation so that I may get into my shop. They have no phone number available no human being to speak with I pay every month and Im not getting any resolutions. This is very very frustrating. Im not the only person experiencing it as seen from the Shopify help site others are also experiencing this and not getting any satisfaction whatsoever. I have wasted an enormous amount of time trying to get in and trying to use all of their ideas to no avail. This should be simple and not take so much time. This is a huge company that is making money handover fist, but its not giving back to all those people who are paying them. I need to find out how to get into my shop and talk to a real human being without talking to a robot who tells me the exact same thing every time I ask a different question. Its December and my sale should be growing, but unfortunately, I cant get into my site and I am truly frustrated sincerely Shopify frustrated store owner

  Business Response

  Date: 10/12/2024

  Hello *****, 

  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to us about your recent experience involving store access and interactions with Shopify Support. 
  
  We can appreciate how not being able to log into an active store can be frustrating and want to assist in any way we can. With that being said, given the public nature of the BBB and the internal account details this issue contains, I have sent a seperate email through to you to authenticate the account for further investigation by our team.
  
  Speak soon, 
  **** | Shopify

• Initial Complaint

  Date:09/12/2024

  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.

  Someone used my email to make an account. I started getting billing statements and notifications. I took steps to try to shut it down such as changing the password and using their automated support. When I contacted support, I was not able to reach a live support agent. The automated system gave me solutions that did not fit the problem. I changed the password but still couldnt get in to the account because it needed an authenticator I dont have. The automated support would not provide me with contact to a real person or any useful answers. I need this shut down and this company is preventing that. This company appears to support fraud and identity theft.

  Business Response

  Date: 09/12/2024

  Hello,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  Thank you for contacting us and reporting this. To assist you in closing a store that was created without your permission, please follow these steps:
  
  Step 1: Claim your account by resetting your password
  
  Its essential for you to regain control of your identity and any associated stores.  Here are the specific steps:
  
  1. Go to the Shopify login page: ***************************************************************
  2. Enter the email that was used by another party without your permission.
  3. Click on "Forgot password?".
  4. If not already populated, enter the email address again.
  5. Click "Reset password".
  6. Check your email for a link to reset your password, and click "Reset password" in that email.
  7. Enter your new password in the "Confirm password" field.
  8. Click "Reset password".
  9. Return to the Shopify login page: *************************************************************** and log in with your new password.
  
  Step 2: Submit privacy forms
  
  Once you've reclaimed your identity, you can request data erasure by following these steps:
  
  1. Go to  privacy.shopify.com 
  2. Click on "Erase my data".
  3. Select either Shopify merchant, partner, or Compass user.
  4. Click "Next" and complete all required fields as prompted.
  
  Our team will work on completing the store cancellation.
  

  If you have any questions or need further assistance, please feel free to reach out.
  
  Regards,
  
  Lali | Shopify Operations Lead
  
  

  
  

• Initial Complaint

  Date:09/12/2024

  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.

  A while ago, it was business as usual, shopify flagged my account for a routine review. They requested documents; suppliers invoices, proof of inventory, tracking numbers.. the usual. I provided these documents immediately. withing 1 hour, I have nothing to hide and my business is pretty straightforward, Im simply a reseller and I purchased and shipped all the goods with proof and supporting documents. They strop responding to me , support cant help and no-one is able to provided me with a status update. I cant get a hold of anyone and they are keeping my money. I paid all my suppliers and shipped all the orders. This is extremely inhuman, its a serious lack of transparency and communication. They're are so many horrors stories about shopify online. It has been a week now, no news! what is going on? this is not normal to take people hostage like this with no explanation for that long.

  Customer Answer

  Date: 12/12/2024

  please close this complaint.

  Thank you

• Initial Complaint

  Date:07/12/2024

  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.

  In the past couple months I have started using Shopify as a storefront to sell merchandise for my business, unfortunately they have locked my store account and my balance account locking $400 in it. I have REPEATEDLY contacted them and they have promised time and time again to escalate my problem and their promises fall flat. This issues has been ongoing for almost a month now with no direct response from their team on anything.

  Business Response

  Date: 07/12/2024

  Hello *****,
  
  My name is ****, and I'm an Operations Lead at Shopify. I understand that you have questions about the closure of your store and the hold on your payouts. 
  
  I can confirm that our team has responded to you on ticket dfbc09d3-003f-478d-9487-5cf3bb633de4 on November 12, and has not had a reply on that ticket. If you wish to dispute this action, please fill out the form linked there. Further questions can be directed via email to the above mentioned ticket. 
  
  Sincerely,
  
  ****
  Operations Lead | Shopify
  

  Customer Answer

  Date: 07/12/2024

  Complaint: 22653692
  
  I am rejecting this response because:
  I have already submitted all required documents, and your team has failed to give me any real updates on the status of my store.
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 13/12/2024

  Hello *****,
  
  I have contacted the team investigating this response, and as they have not received a reply to the previous email sent out they have sent out a new email today, December 13, 2024. You can reply directly to this email to contact the team and address their questions, so they can investigate and resolve this issue for you. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify
  

  Customer Answer

  Date: 15/12/2024

  Complaint: 22653692
  
  I am rejecting this response because:
  
  I have responded to the email, my issue is yet to be resolved.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/12/2024

  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.

  Original charge was $1.00 then a 3 weeks later $399.00 was charged to my ***** I do not know this Shopify company and have never authorized any money exchange nor did I sign up for anything from this company ( I still do not know what they do) I only know my **** card number was stolen and used. Shopify continues to try and charge my new **** card without my permission. I am currently working with my lawyer to get my money back please beware of this company. Their Instagram account even lists them as an entrepreneurial business.

  Business Response

  Date: 07/12/2024

  Hello ********,

  My name is **** and Im a Support Lead at Shopify. I understand that you have charges that you havent authorized, and Im happy to help investigate and refund these charges.
  
  To locate the charges, well need information that should not be sent publicly via the BBB. I have reached out to you on ticket ********, with the information needed. Once I receive your response there, I will continue to assist.
  
  Sincerely,
  ****
  Support Lead | Shopify