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:25/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 file a formal complaint against Shopify, which has failed to resolve my issue regarding rejected payouts from *********. I have provided clear evidence, including transaction IDs and proof of rejection, but despite my repeated efforts to resolve the matter, Shopify has not taken proper action to process these funds back into my account.Background Information:Issue: On June 11, a payout from Airwallex was rejected and returned to Shopify. Despite this, Shopify has not processed the rejected payout back into my account.Documentation Provided: I have provided all necessary documentation, including the transaction ID, proof of the rejected payout, and screenshots showing the funds were returned to Shopify.Attempts to Resolve: I have contacted Shopifys customer support team multiple times and provided the required information. However, the responses I receive from Shopify continue to ignore the actual issue and focus on irrelevant issues like frozen funds, which have nothing to do with my case.Impact: Shopifys failure to resolve this issue has caused significant financial harm to my business. The funds have been held for over a month without any explanation or resolution, affecting my cash flow and ability to operate.Request for Resolution:I am requesting the following from Shopify:Immediate investigation and resolution of the rejected payouts issue, including processing the funds back into my account.A clear and thorough explanation of why this issue has not been resolved, despite the documentation I have provided.A final response from Shopifys financial team or legal department, not customer support, as they have repeatedly failed to address the matter properly.Thank you for your time and attention to this matter. I look forward to your response and assistance in resolving this issue.

  Customer Answer

  Date: 05/08/2025

  NEVER DID , IT'S HARD TO CONTACT SHOPIFY 

  Customer Answer

  Date: 27/08/2025

  Dear Merchants, Partners, and Public,
  
  I am sharing my experience with Shopify because I believe other merchants deserve to know how unresolved payout issues are being handled.
  
  On June 4, 2025, Shopify initiated a payout to my bank account via Airwallex. This payout was rejected by my bank and should have been automatically returned to Shopify for reprocessing.
  
  From the very beginning, I provided Shopify with:
  
  Transaction ID
  
  Rejection ID
  
  Screenshots from Airwallex confirming rejection
  
  Despite having clear proof, Shopify has:
  
  Repeatedly misclassified this case as frozen funds (which it is not)
  
  Directed me to irrelevant appeal forms
  
  Promised escalation multiple times, only to close my tickets without action
  
  Ignored my requests for over two months
  
  This rejected payout happened before my store was terminated, yet Shopify continues to avoid responsibility. I have asked many times for the funds to be traced and reissued, but Shopify has refused to provide even the most basic confirmation of where the money is.
  
  Why This Matters:
  
  Merchants depend on timely payouts to run their businesses. When Shopify mishandles rejected payouts and ignores merchants for months, its not just poor customer service its a serious breach of financial responsibility.
  
  My Message to Shopify:
  
  Stop hiding behind scripted replies and irrelevant frozen funds responses. Escalate rejected payouts to your Money Support Specialists / Payments Operations Team, trace the funds, and release them to the rightful merchant.
  
  To Other Merchants:
  
  If youve had similar issues, dont stay silent. Document everything, demand escalation, and consider regulatory complaints. Transparency is the only way companies like Shopify will be forced to change.
  
  I have been patient for over two months. Now I am making this public so that others understand the risks of relying on Shopify when financial issues arise.
  
  

• Initial Complaint

  Date:23/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We opened up a store with Shopify beginning of July. They ended up putting our payouts on hold until we turned in all necessary documentation Shopify asked for . We turned in all documentation asked and they responded with complete termination of our store. Our store and business is completely legit and been running for years. During this determination of the hold we were in middle of services to our customers. Our customers paid through a warranty company and we are in a bad situation where the customer needs their vehicle back but we have no payment and no type of resolution because we cant even get a response not by phone and not by email. All we want is Shopify to refund our customer so we all can proceed with a different credit card processing company and finish our transaction. I would rate this company an F and also Ill say its a scam because they are still trying to bill when Im fact they closed our store for absolutely no apparent valid reason!!!

  Customer Answer

  Date: 13/08/2025

  We have made several additional attempts to contact this business with absolutely no contact back 

  they have also removed their phone numbers as an option for contact 

• Initial Complaint

  Date:22/07/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 made a recnt purchase with a ***************** **********, who use the Shopity platform to power their store. The company sells children's clothes and I noticed that the amount of tax charged was 8% higher than it should be. In speaking with the company I learned that: "Our tax is auto-calculated through Shopify based on our product listings and location, and unfortunately, were not able to make manual changes to the tax by region or age category. Weve looked into this before and its also not possible for us to refund tax after purchase."Shopify is collecting more tax on orders than the goverment is taking. I understand that the situation has already been addressed with them and there has been no change.

• Initial Complaint

  Date:22/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We received an email last Monday regarding a failed payout. Our bank account has remained the same with Shopify for nearly a decade. We immediately reached out to Shopify and they recommended that we delete banking information and renter the same information, which we did. We were told the problem would be resolved within 72 hours. Since then, our "to be paid" account continues to grow without the payouts to reflect it. For example, we had $12K+ in our "to be paid" last night and only $1K in scheduled payouts. Before the failed payouts, we received two payouts a day plus scheduled weekend payouts. Now we are only receiving one small payout per day and no scheduled weekend payouts. Order dates do not line up with payouts and we have received newer transaction payouts before older ones, which are "still pending"I have spoke to someone from Shopify everyday multiple times a day for 8+ days in a row with no explanation other than "we will escalate this issue". Responses take 24+ hours or no response at all. On top of this mess, we also have Capital that was scheduled to be paid off this week. Capital has continued to pull from the same bank account ($1k-$3k per day) without the sales from the same transactions being deposited. This has put my family and my business in a serious bind with little to no help. We only want our money that is owed and an explanation as to why this has occurred.

• Initial Complaint

  Date:21/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Yes I have an e-commerce Shopify business account. On 07/16/25 a customer purchased one of my elearning products and I proceesed payment using Shopify. On 07/17/25. I got an email stating that my Shopify store/account had been closed. There was an option to appeal the decision which I tried to do but i repeatedly got an error message. I contacted Shopify customer service on 07/17/25 and on 07/19/25 both times I was told another department would contact me. Well its now 07/21/25 and I havent received an email nor a phone *** in regards to my account. At this point I dont want the account back I just want my money from my balance transferred to my ***************** account. This company is shady and has bad business practices. They try and steal your money by closing peoples accounts.

• Initial Complaint

  Date:21/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 transferred ownership of my store on July 16 to a new owner. The Shopify Payments owner information is still in my name. Shopify Payments needs to be updated with the new owner's information. Both the new owner and I have contacted Shopify Support several times over the last 7 days but all their chat support says is that they will escalate the issue....and then nothing happens. The sales are still being recorded on my 1099 tax form that I will receive at the end of the year so the owner info needs to change ****. Please help!

• Initial Complaint

  Date:21/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The seller ************** sells unauthentic fake labubu on Shopify, after placed order they dont let me cancel my order then gave me fake tracking number and said they has technical issues to reply messages, I contacted shopify to cancel my order but they didnt respond, I paid through shopify they should be responsible as same as ******, I need refund.

• Initial Complaint

  Date:20/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for a Kindle 10th Generation on July 9, 2025, through a Shopify-hosted storefront called ************. I was charged $38 but never received a shipping update, tracking number, or confirmation.The emails listed on the sellers Shopify storefront bounced back, and there is no valid contact method or working address available. I attempted to contact Shopify support twice. The responses I received were vague and generic, asking me to wait 30 days before taking actiondespite clear signs this seller is non-responsive or possibly fraudulent.I have filed a claim with my credit card provider, but I am deeply concerned Shopify is enabling unverified or scam storefronts and not taking proper action when customers report issues. I am requesting that Shopify either: Provide a refund Or remove/support investigation of this storefront (************)I have screenshots of my order, my communication attempts, and bounced emails as evidence.

• Initial Complaint

  Date:20/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a small business owner using Shopify to run my online store. Shopify has unjustifiably paused my payouts, and as a result, I have not received funds that I have rightfully earned through legitimate sales. I was given no clear explanation for the payout hold, and communication from Shopify has been nonexistent or vague at best. I have reached out multiple times requesting updates or clarification, and I continue to be ignored or passed around without any resolution. Because of this hold, I am experiencing serious financial strain: I am unable to fulfill orders or purchase inventory. I am accruing chargebacks due to delays. My reputation and customer trust are suffering. I am being charged Shopify fees, despite having no access to my funds. Shopify is holding my money without cause and without updates. I rely on these payouts to keep my business running, and this situation is completely unacceptable. I am requesting: Immediate release of my withheld funds. A clear explanation for why the payouts were paused. Transparent communication and a resolution timeline. This kind of treatment is unprofessional and harmful to small business owners like me. I am filing this complaint in the hope of obtaining genuine answers and holding Shopify accountable for its actions.

• Initial Complaint

  Date:20/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Shopify store (store name: 98b008i8myshopifycom) was suspended unexpectedly and Shopify is now holding approximately 200 dollars of my funds for 120 days I was not given a clear explanation for the suspension and this situation has placed me in severe financial distress I urgently need this money to pay for my rent and basic living expenses I am not trying to dispute any terms I am simply asking for either 1 The 200 dollars to be released early to my linked bank account OR 2 The funds to be refunded directly to the customer so I am not unfairly holding their money either I have contacted Shopify support multiple times but I was given no actionable recourse It feels completely unfair to freeze small business owners funds with no option for resolution especially when we rely on that money to survive Please resolve this matter urgently or at least communicate a clear and fair process to expedite this request.