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:29/06/2025

  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 am a small business owner and Shopify merchant who has had my funds as of June 23rd unfairly withheld without proper explanation after multiple agents online telling me the exact same thing as you cannot get a hold of any real customer service. Despite verifying my identity and submitting all required documents, Shopify Payments has been holding my earnings for an extended period which are not chargebacks or disputed funds. These are sales made through their platform. The funds are vital for business operations and personal survival, and this withholding has caused extreme financial stress such as over draft fees, missed bills, and potential apartment eviction. This is my business and my money. After researching, I discovered Im not alone many other merchants have experienced the same issue, sometimes for months and are actually seeking lawsuits and attorneys. Shopify provides no clear timeline, no support, and no justification for this behavior. As a billion-dollar company profiting from small creators, it is unacceptable to hold earned income from verified sellers. I am seeking the immediate release of my funds and a formal response from Shopifys risk team or finance department

• Initial Complaint

  Date:28/06/2025

  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.

  My 17 yr old son set up a Shopify mystore account to build a website around May 21, 2025. As part of that project, he chose an app called AUTO DS to find and upload products to his new mystore site. During the signup process, there was a monthly fee of around $29.00 p/month from AUTO DS that would begin charging in 14 days with the ability to cancel anytime. (Shopify also has a special intro fee to set up a storefront, but that is not the issue here.)On June 4, 2025, my credit card was charged $368.70 by Shopify. I logged into Shopify to see why they charged my card. The charge was for the app AUTO DS that was supposed to be a monthly charge of approximately $29.00. I tried to go through the process of cancelling this charge and getting credited for the $368.70 with both AUTO DS and Shopify. I was able to get a live agent via chat with Shopify. I explained the situation, particualrly with my minor son setting this all up, but they would not reverse this charge or even cancel this APP claiming that I need to go through the app developer "AUITO DS". The problem is two fold.1. I don't have the credentials to AUTO DS to log in. Neither does my son. And Shopify knows this.2. The charge on my credit card came from Shopify, not AUTO DS. I was on chat for over an hour trying to get them to reverse this charge. While I was chatting with Shopify, I began researching AUTO DS to see what the Better Business Bureau had. BBB gives them an F. ******************************************************************************************************************** After all this effort, Shopify refused to credit me for this charge and stop any future ********. Right now, my billing shows another $368.70 will be charged on July 3, 2025. Their claim is they are not responsible for 3rd party charges. I found that incredulous. This third party app is on Shopify's platform and the charges to my card are from Shopify. This charges of $368.70 need to be refunded and any future ******** stopped.

• Initial Complaint

  Date:25/06/2025

  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.

  Im a small business owner using Shopify to run my store, Hearthwood Market. For over 3 months, my payouts have been frozen without explanation. Despite numerous attempts to contact support, I have only received vague responses and deflections, with no clear resolution or communication from Shopifys internal team. Then, on June 25, I received a system-generated email stating that my Shopify Balance account had been closed due to an issue with ***************** despite the fact that I use a ********** account and never knowingly signed up for a Fifth Third **************************** has continued to charge me monthly subscription fees throughout this period, even though my account has been blocked from receiving payments. I have received no refund, no human explanation of the account closure, and no details about what happened to the funds that were in my Balance account.The support team repeatedly tells me to wait or to reply to the email, but the email came from a do-not-******************************** address, making it impossible to reach anyone. I was also told that a second escalation may have pushed my case further back in line, which makes no sense and only adds to the lack of professionalism in how this has been handled.I am asking for:-A full explanation of why my Shopify Balance account was closed.-The release of any remaining funds.-A refund for the months I was billed while my account was restricted and unresolved.-Clear communication and closure of this matter.I have also submitted complaints to the ************************************ (****) and contacted Shopifys legal department, as this has now gone beyond a simple support issue and into a matter of financial withholding and poor business conduct.

• Initial Complaint

  Date:25/06/2025

  Type:Customer Service 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 have invested $2,000 into Shopify membership and I am now facing a lot of trouble trying to get in contact with a representative through this company. They have given me the runaround for the lasttwo years after changing their customer service communication line. I have had many things happen with my account that is unable to be resolved through their support system that they refer you to. I have invested far too much to be ignored and to be given the runaround I can provide pictures of and they are able to pull up my ticket request to see that theyre a robot line or AI. **************** is not effective and waste people time and does not help. They also failed to even connect you to a customer service representative a LIVE customer service representative. I spend way too much money to be ignored and for my matter to not be addressed with some sort of urgency.

• Initial Complaint

  Date:25/06/2025

  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.

  Shopify is: Failing to provide access to support Blocking hacked users from recovery Potentially putting consumer data at risk

• Initial Complaint

  Date:25/06/2025

  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 personal email address has been used fraudulently to create a Shopify store/account. I have never opened a Shopify account, store, or authorized anyone to use my email. I began receiving Shopify emails (e.g., account setup, store changes) without my consent. I am now receiving recurring emails from Shopify stating that my bill payment has failed, which is highly concerning. I do not have login access since I never created an account, I have no password or recovery options. I contacted Shopify support multiple times (at least three emails), clearly explaining the situation. Shopifys responses have been generic, directing me to their Privacy page which requires login and is not applicable to my case. I repeatedly requested that Shopify remove my email from any associated store and prevent further unauthorized use. I have received no follow-up, no resolution, and no concrete action from Shopify. This is not an isolated incident I have found many similar complaints online. Shopify has a legal and ethical responsibility to protect personal data and act on reports of unauthorized use. I am filing this complaint due to repeated neglect, lack of customer service, and ongoing misuse of my personal information.

• Initial Complaint

  Date:25/06/2025

  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.

  1.I had my store terminated without warning no heads-up, nothing.2.I was not given a specific reason just a vague claim that I violated the Terms of Service.3.I was told I could appeal, but Shopify never told me what I allegedly did wrong making it impossible to defend myself.4.I lost access to all of my business data customer emails, order history, and product listings I spent months building.5.I was completely cut off from support no phone number, no email, just a chatbot that looped me around with no help.6.I asked for a corporate contact to mail a letter and was told they dont allow that either.7.I invested thousands into that store, building inventory, marketing, branding, and product sourcing and Shopify erased it in seconds.8.I had prepared to use my store to bring in money so I could get brain surgery, (Im a recent widowed single mom and Shopifys actions created unnecessary stress and hardship during my physical and emotional recovery.9.I lost over $10,000 worth of business between sales, inventory, services, and reputation damage.10.I built my store not just for myself, but to help others it supported nonprofit services for ********** families, rescue animals, and veterans in my community.

• Initial Complaint

  Date:25/06/2025

  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.

  Dear BBB,I am filing this complaint against Shopify Inc. due to their prolonged withholding of funds paid by my customers, and their failure to respond to repeated requests for clarification, support, and resolution.On March 10, 2025, Shopify unilaterally deactivated my store ("Single bv"), claiming it violated the Acceptable Use Policy (AUP). However, this claim was never substantiated with specific details. I immediately submitted an appeal and provided all requested documentation. In their message, Shopify also stated that my pending payouts would be held for up to 120 days.Since then, I have reached out to Shopify multiple times to:Request a clear explanation of the alleged violation;Formally appeal the decision and provide any necessary documentation;Request early release of funds, which Shopify itself indicates is possible in exceptional ******** date, I have received no meaningful response. Each message has either been ignored or answered with a generic template, without addressing my specific case. This lack of communication and transparency is unacceptable, especially when it involves thousands of euros in client payments.I am a legitimate business owner who has fulfilled all orders and maintained good customer service. I have no known chargebacks or open disputes. I have fully cooperated with Shopify and acted in good faith, yet the platform refuses to evaluate my case or release the funds.Through this complaint, I respectfully request:That Shopify reviews my appeal within 5 business days;That the held funds be released immediately, or at least partially, given the time elapsed and my cooperation;A written confirmation outlining the payment schedule and expected resolution.Shopifys conduct is harming my business operations and damaging my reputation with customers. I trust that ********************* involvement can help facilitate a fair and timely resolution.Sincerely,******* ******* Owner of Single bv

• Initial Complaint

  Date:25/06/2025

  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. For over a week, Shopify has been withholding nearly $10,000 in payouts with no valid explanation. The system incorrectly displays that my funds are reserved until the year 2099, which is clearly a technical error.I have contacted Shopify support multiple times, and while they have acknowledged the issue and promised to escalate it, I still have not received any resolution or direct contact from their Payments or Risk team. My orders have been fulfilled, I have no chargebacks, no policy violations, and no disputes. Yet my account remains frozen.Because of this delay, I have not received any payment for the entire month of June, and Ive had to rely on personal savings to cover my business and personal expenses. This has put significant financial stress on me and jeopardized the operations of my business.Shopifys lack of urgency and transparency is unacceptable, and I am requesting the BBBs support in holding them accountable and resolving this matter.

• Initial Complaint

  Date:24/06/2025

  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.

  On May 17, 2025, Shopify delisted key products from our VitaBlue store, citing a vague policy violation related to **************. We immediately submitted a formal appeal along with comprehensive supporting documentation, including:- ************ registration and EIN (************, *******)- Manufacturer agreement and ***-certified facility credentials - Certificates of Analysis (COA)- Product labels and website clearly stating For Research Use Only- Health disclaimers per *** non-claim guidelines - No medical claims made anywhere on our store or packaging Despite this, our appeal was rejected within dayswithout any explanation specific to our listings. Over a month later, weve had no follow-up, despite multiple support chats and emails.Meanwhile, we submitted visual evidence of two other Shopify stores (Meraki Medicinal and Blueprint Vitality) actively selling the same compound with similar claims and fewer disclaimers. These remain live and fully operational. The enforcement inconsistency is clear.Weve followed all directions, removed Shopify Payments, implemented a third-party processor, and remained fully transparent. Yet our listings are still suppressed and our operations disrupted.We are requesting equal treatment, fair review, and either reinstatement or a clear breakdown of which policy was allegedly violated.Attachments submitted:- Product labels with disclaimers - Website and packaging health warnings - COA lab reports - EIN confirmation and business registration - Manufacturer certification and agreement - Screenshots of competitors selling identical products - Transcripts of unresolved Shopify support chats All documents show full compliance. We only ask for the same opportunity to operate that others are being granted.