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:27/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Shopify for terminating my account ************************************ without notice, failure to respond to my repeated inquiries, and improper conduct by their customer support agents.I created my ******************** account before October 7, 2024, and fully verified my information. After processing two payments exceeding $150, my account was unexpectedly terminated on October 7, 2024. Since then, I have been unable to access my store, and despite my attempts to resolve this issue, I have received no response.I have replied to the termination email 12 times over the past 5 months, as instructed by various customer support agents, including **** ****** ******* *., and most recently *********** on January 27, 2025. Each time, I was told to reply to the same email, but I have received no resolution, acknowledgment, or communication from **************************, when speaking with agent ***********, I was treated rudely, with no attempt to listen to my concerns, and the chat was closed abruptly. This lack of professionalism and transparency has led me to believe that Shopify has scammed me, as I have lost access to my business for over 5 months without any explanation or compensation.

  Business Response

  Date: 29/01/2025

  Hello ******, 
  
  My name is **** and I'm an Operations Lead at Shopify. I understand that you have questions about your account, including the payouts from your orders. 
  
  While I cannot disclose sensitive information due to the public nature of the BBB, I have reached out to the team handling this request, and they have confirmed that they have taken action and replied to you on ticket 5640fbc1-4c69-4784-bf21-e9fc5406bd83. You will be able to find that ticket for more information, and reply there - I will ensure that any additional questions receive a reply as well. 
  
  Sincerely,
  
  ****
  Operations Lead | Shopify

  Customer Answer

  Date: 29/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:26/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my Shopify store over 4 months ago and have been in contact with Shopify support at least 3 times by chat only its the only way you can contact them each time they give you the runaround and it takes hours and finally they say they will escalate the issue and resolve it only they never do and they keep charging you, they owe me at least $656 dollars and I'm fed up. There is no way to speak with anyone they make sure of that.

  Business Response

  Date: 03/02/2025

  Hi ***,
  
  Im ****, a Support Lead here at Shopify. Im glad you reached out, because if the billing is still ongoing, it means the store wasn't closed successfully. 
  
  I've checked using the email address you provided with your ********************************** found that there's no active stores, and thus no billing for those stores. 
  
  You may have made another store using another email address. If you don't know the details of the store, you can use the Store recovery tool, entering any email address you may have used to create it: *******************************************************
  
  Once you've recovered the store, logged into it, and cancelled the store, that billing will cease. If you have trouble logging in or cancelling it, make sure you use that store's login info when you login to reach our support team so they can help with that specific store, and not any other stores you've created. 
  
  Kind regards,
  
  ****
  Shopify Support Lead

• Initial Complaint

  Date:26/01/2025

  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.

  Dear BBB,I am writing to demand urgent action and a public investigation into Shopifys unacceptable and abusive business practices. For the past few weeks, I have submitted all required documents to Shopify without receiving a single response. Instead of offering any form of assistance, they have frozen my entire balance without any legitimate explanation.First, Shopify claimed the issue was related to my account problems but never provided a clear reason. Then, despite having no chargebacks or disputes on my account. This shifting narrative is completely unjustifiable and reeks of corporate negligence.Ive been ignored by Shopifys support team, despite my repeated attempts to reach them. Theyve left me hanging without a single update, and now they are holding my entire balance for an unreasonably long period. This is nothing short of a blatant abuse of power. Shopify is not only failing to provide the service Ive paid for, but they are actively causing me financial harm by holding my funds hostage.Its clear that Shopify has a pattern of mistreating its merchants with no accountability, no transpd to this kind of treatment, especially after fulfilling all obligations and complying with their policies.I urge you to examine Shopifys practices thoroughly and hold them accountable for this unjust and exploitative behavior. I cannot, in good conscience, stand by and allow Shopify to continue to mistreat merchants like this without consequence.Thank you for your attention to this matter.arency, and no remorse. No merchant should be subjected to this kind of treatment, especially after fulfilling all obligations and complying with their policies.I urge you to examine Shopifys practices thoroughly and hold them accountable for this unjust and exploitative behavior. I cannot, in good conscience, stand by and allow Shopify to continue to mistreat merchants like this without consequence.Thank you for your attention to this matter.

  Customer Answer

  Date: 29/01/2025

  Shopify is manipulating the truth, giving me the runaround, and wasting my time. Theyve held my funds for two months without providing any proper justification or solution, and Im left with no recourse or support. Their actions are unprofessional, dishonest, and completely unfair. This is not just a service failureits an outright abuse of power.
  
  I feel like Shopify is intentionally ignoring me, misleading me, and taking advantage of my situation. This isnt just about a delayed payout; its about being treated like my business doesnt matter. Its time that Shopifys behavior is exposed and properly scrutinized. This isnt something that should be allowed to continue.
  
  I need the BBB to take a close look at Shopifys practices. Their actions have been nothing short of dishonest and exploitative, and no merchant should have to endure this kind of mistreatment.

  Business Response

  Date: 03/02/2025

  Hello ***** Lai ***,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  

  Customer Answer

  Date: 03/02/2025

  Ive been using Shopify for several months now, and I have never felt more hopeless. Im a dedicated merchant who has followed all the rules, paid my fees on time, and ensured my customers get their orders on time. But ******************** has completely failed me in every way. I set up Shopify Payments in December 2024. Since then, my payouts have been on hold with no clear explanation. Despite my efforts to reach out, I was only told there were fulfillment issues, even though I ship all orders within 3 days as promised to customers. I submitted all the required documents in December, but my first payout is still pending over two months later. Ive sent numerous emails, had multiple live chat conversations, and even followed up with escalations, yet Ive been left in the dark. The only responses I get are vague promises that my issue is being looked into. They tell me that my case has been escalated but offer no solution or timeline. Im left without my money, and theyre still charging me monthly fees without any accountability. The worst part? They keep saying the investigation might not go in your favor as if its my fault. But Ive done everything right. Ive fulfilled all my orders, and Ive complied with Shopifys rules. The only thing Shopify is doing is withholding my money, causing unnecessary stress and ruining my trust in the platform. Theyve even suggested I use a third-party payment gateway while Im still paying them, but I refuse to continue using Shopify under these circumstances. This situation is beyond frustrating. Ive been waiting for a response and resolution for months. Ive given them every document they asked for, followed their instructions, and kept my business running, but Shopify keeps dragging their feet. This is not fair to any merchant. If youre considering using Shopify, be warned if something goes wrong, they will not help you, and you may never see your funds again. Ticket ID: ************************************

  Customer Answer

  Date: 05/02/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  Ive been using Shopify for several months now, and I have never felt more hopeless. Im a dedicated merchant who has followed all the rules, paid my fees on time, and ensured my customers get their orders on time. But ******************** has completely failed me in every way. I set up Shopify Payments in December 2024. Since then, my payouts have been on hold with no clear explanation. Despite my efforts to reach out, I was only told there were fulfillment issues, even though I ship all orders within 3 days as promised to customers. I submitted all the required documents in December, but my first payout is still pending over two months later. Ive sent numerous emails, had multiple live chat conversations, and even followed up with escalations, yet Ive been left in the dark. The only responses I get are vague promises that my issue is being looked into. They tell me that my case has been escalated but offer no solution or timeline. Im left without my money, and theyre still charging me monthly fees without any accountability. The worst part? They keep saying the investigation might not go in your favor as if its my fault. But Ive done everything right. Ive fulfilled all my orders, and Ive complied with Shopifys rules. The only thing Shopify is doing is withholding my money, causing unnecessary stress and ruining my trust in the platform. Theyve even suggested I use a third-party payment gateway while Im still paying them, but I refuse to continue using Shopify under these circumstances. This situation is beyond frustrating. Ive been waiting for a response and resolution for months. Ive given them every document they asked for, followed their instructions, and kept my business running, but Shopify keeps dragging their feet. This is not fair to any merchant. If youre considering using Shopify, be warned if something goes wrong, they will not help you, and you may never see your funds again. Ticket ID: ************************************
  Shopify Account | **********************************
  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 11/02/2025

  they never reply . 

  how can i do  ? they frozen my funds and never reply . please check my previous document . 

   

  Business Response

  Date: 21/02/2025

  Hello,
  
  Thank you for the information provided. I will look into this and email the address linked to your account to provide more details about your request and fully authenticate you. The security of the account is very important to us.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 22/02/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  The previous document and the online chat in SHOPIFY INC. can show they 3 months did not reply . 

  And the balance was frozen . the fist payout since now more than 3 months.

  But shopify keep ignored .

  
  
  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 03/03/2025

  I am extremely disappointed in your decision to close my case without resolution. Shopifys so-called good faith response was a dismissive, boilerplate reply that ignored the core of my complaint entirely.
  
  This closure feels like a rubber-stamped approval of corporate negligence. The BBBs role is to hold businesses accountable, not to side-step legitimate grievances.
  
  Reopen this case immediately, or provide a detailed explanation of how Shopifys response addressed.
  
  

  Business Response

  Date: 11/03/2025

  Hello ***** Lai ***,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
   
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the ticket where you have been in communication with the team. This will help our team assist you more effectively.
  
  Ticket reference number: 074cd167-62ad-45d5-bcd2-d57736ab64cf.
  
  The Shopify Merchant Trust Team informed the following:
  
  We have reviewed the documents you provided and determined that your account is in violation of Shopify's Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed. ********************************************
  
  The full amount of pending payouts will be held by the Processor, in accordance with the Shopify Payments Terms of Service and the Processor's Terms of Service. Payouts are typically held for 120 days. 
  
  If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision: ***********************************************************************************************************
  
  We are committed to supporting you throughout this process, and we genuinely appreciate your cooperation as we work towards a resolution.
   
  Best regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 12/03/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  I was submit my appeal document in Feb. and you did not check my screenshot ?and did not reply me .

  Why you reply me such as this ?

  You didn't really...just said some lies here.
  
  
  Sincerely,
  
  ***** Lai ***

  Business Response

  Date: 23/03/2025

  Dear BBB, 
  
  I am reaching out regarding BBB complaint 22859569. The status of the merchants account is being handled by our Merchant Trust Team in Ticket ID: ************************************ as previously communicated with this merchant. 
  
  Due to privacy and safety reasons, we are not able to share the details for the appeal shared by the merchant in Ticket ID: ************************************. However, please note that any information that can be shared publicly for the next steps the merchant can take has been shared in our previous response. 
  
  As the merchant is being assisted in Ticket ID: ************************************, we consider this resolved. 
  
  Best regards,
  Shopify | Operations Manager

  Customer Answer

  Date: 25/03/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  The ticket ID is ********.
  It's been 4 months and my first withdrawal is still not available and you haven't responded to my ticket at all.
  This is simply no business credibility and a serious lack of business ethics.
  We have paid the corresponding platform fees for this month, but you have been unable to review my information, causing my first withdrawal to still be pending on the platform. My orders have been arriving at the hands of customers one after another. All orders across the ocean have been processed.
  But you have spent a month reviewing my account and have been silent without any feedback.
  You must pay a price for your serious illegal behavior.
  I immediately asked to be escalated to the legal department.
  
  
  Sincerely,
  
  ***** Lai ***

  Business Response

  Date: 31/05/2025

  Hello ***** Lai ***,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
   
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the tickets where you have been in communication with the team. This will help our team assist you more effectively.
  
  The Shopify Merchant Trust Team informed the following:
  
  The full amount of pending payouts will be held in reserve for 120 days. Once this reserve expires on the 2025-06-03, we will transfer your existing payouts less any chargebacks and related fees to the bank account on file for your Shopify Payments account.
   
  Best regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 04/06/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  
  The full amount of pending payouts will be held in reserve for 120 days. Once this reserve expires on the 2025-06-03, we will transfer your existing payouts less any chargebacks and related fees to the bank account on file for your Shopify Payments account.
   where is the payouts now ?

  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 11/06/2025

  shopify  still did not release my funds . why ?

• Initial Complaint

  Date:26/01/2025

  Type:Service or Repair 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 writing to file a formal complaint against Shopify Inc. regarding their ongoing failure to address my case, despite submitting all required documents almost two months ago.Since submitting my documentation to Shopify for review, I have received no meaningful response or updates, and I have been completely ignored in all of my follow-up attempts. The sheer lack of communication is beyond frustrating and has left me feeling completely helpless.Shopify has frozen my account balance, without any clear justification, for an extended period. I have done everything asked of me, including providing necessary documents and pausing my store operations, yet my funds remain frozen, and no one at Shopify seems to care about resolving ******* is clear to me that Shopify has no regard for its merchants once they have our money. They continue to put us through an endless cycle of delays, misleading responses, and unfulfilled promises. Despite all of this, Shopify remains unaccountable, and it is deeply disheartening to realize that this behavior goes unpunished. I feel completely abandoned and helpless in this situation.I want someone to acknowledge the serious problems with Shopifys practices and hold them accountable for their neglect. This behavior is unacceptable, and no one should have to endure this level of treatment, especially after being loyal customers and complying with all their requests.I trust the BBB will look into this serious issue and help to expose Shopifys harmful business practices. No merchant should be left in the dark for months without resolution.

  Customer Answer

  Date: 28/01/2025

  I am hopeless and desperate for action. I ask that the BBB thoroughly investigate Shopifys practices and unveil their behavior. Shopifys actions reflect corporate irresponsibility and mismanagement, and I hope you can hold them accountable.

  Customer Answer

  Date: 29/01/2025

  Shopify has a history of treating merchants unfairly in this way, leaving us with no clear answers or resolution. I believe this is not an isolated case, but part of a troubling pattern of Shopify holding funds indefinitely without proper justification.
  
  I am deeply disappointed by the lack of professionalism, accountability, and customer service that ******************** has demonstrated. No business, especially one as large as Shopify, should be allowed to treat its merchants in this way without facing any consequences. I respectfully request that the BBB investigate Shopifys practices and hold them accountable for their failure to respond and resolve these issues in a timely manner.
  
  Thank you for your attention to this matter. I hope the BBB can expose Shopifys unacceptable behavior and take appropriate action to prevent them from continuing to mistreat merchants like myself.

  Business Response

  Date: 03/02/2025

  Hello ****** ****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 13/02/2025

  I did not received any reply from SHOPIFY .

  The previous document was submit the email and case . but they did not reply me ,

  As bbb you can see they previous reply .

  They just sent the same text . the document was very clear .they did not reply .

  So as you can see  shopify is very Irresponsible.

  Business Response

  Date: 24/02/2025

  Hello,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  
  

  Customer Answer

  Date: 24/02/2025

  Complaint: 22859505
  
  I am rejecting this response because:
  
  I am writing to express my growing frustration with your repeated requests for information that I have already provided to Shopify multiple times. This issue has been ongoing for weeks, and I am no closer to a resolution.
  Your repeated requests for the same information are not helping to move this case forward. I have already submitted the necessary details, including my store URL, email address, and relevant support ticket numbers. So why am I still being asked to provide the same information again? This lack of urgency and the continual delays are simply unacceptable.
  I expect a clear explanation of the next steps and immediate action on this matter. I need my funds released, I need access to my store data, and I need to know how Shopify will resolve this issue.
  Please understand that your failure to act on this matter is severely affecting my business. I expect a direct response within 48 hours outlining the specific actions Shopify will take to address the problems I am facing. If this issue continues without resolution, I will be forced to escalate this matter further.
  I trust that Shopify will treat this with the urgency it deserves.
  hkkxti-n1.myshopify.com
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/03/2025

  Hello ****** ****,
  
  Thank you for providing the information to locate your store, we understand how important this is for you and your business. We have reviewed your request and noticed the Shopify Merchant Trust Team emailed you on February 10, 2025 regarding your account. 
  
  The ticket number reference is 07f1b9de-eeb2-49e7-8daf-dea58c266b34, in that email, the Merchant Trust team informed that 
  your business has been identified as presenting an elevated level of risk for customer disputes that we will be unable to support. Please note that you will no longer be permitted to use Shopify Payments as your payment gateway. As a result, your store is no longer visible in the Shop channel. However, this does not affect your use of Shopify as a platform.
  
  Also, it was informed that regarding the payouts, if you have a pending payout on Shopify Payments, we will need to place a hold to cover any potential chargebacks or future refunds. The full amount of pending payouts on Shopify Payments will be held for 120 days. We will transfer any existing payouts to the bank account on file after Jun 10, 2025. After the expiry date, please allow up to 6 days for processing before the payout is released.
  
  If you would like to read more about Reserves and how they work on Shopify Payments, you can do so here: ***********************************************************************************************
  
  We recommend to reply to the ticket mentioned above if you have any further questions.
  
  Regards,
  
  Lali | Shopify Operations Lead
  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 22859505
  
  I am rejecting this response because:
  Hello shopify ,
  I am writing in response to your recent message regarding my account balance of HK$46,056.56 and chargeback rate of 2.17%. Let me make it very clear: the funds you are withholding rightfully belong to me, and there is absolutely no justification for this continued hold.
  I have followed all of Shopifys guidelines, fulfilled my orders on time. The arbitrary withholding of my funds is completely unacceptable and, frankly, outrageous. You have failed to provide any reasonable explanation or timeline for when my funds will be released, and your response regarding the chargeback rate is irrelevant at this point.
  The reserve youve placed on my funds, along with your vague responses, is nothing but an attempt to justify Shopifys refusal to honor its obligations. I demand that the full amount of HK$46,056.56 be released to me immediately. If this issue is not resolved promptly, I will have no choice but to escalate this matter and seek legal action.
  I am no longer interested in receiving irrelevant links to the Shopify *********** or your Terms of Service. I need MY FUNDS released, now.
  I expect a direct response and immediate action
  
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 12/03/2025

  thanks for BBB .

  It has come to my attention that my experience is not isolated. Numerous merchants have reported similar issues with Shopify, including sudden account terminations and fund withholding without adequate explanations. For instance, a recent article highlighted complaints from business owners facing similar challenges with Shopify's practices. 
  *************
  
  Request for Investigation:
  
  I urge the Better Business Bureau to investigate Shopify's practices concerning:
  
  The criteria and process for account terminations.
  
  The policies governing fund withholding and the communication thereof.
  
  The adequacy and responsiveness of their customer support in resolving such critical issues.
  
  Implementation of more transparent and fair policies to prevent future occurrences affecting other merchants.
  
  I trust that the BBB will assist in facilitating a fair resolution to this matter and hold Shopify accountable for their practices.

  Business Response

  Date: 31/05/2025

  Hello ****** ****,
  
  Regarding the eligibility to use Shopify Payments, this has been explained by the Merchant Trust team via ticket number 07f1b9de-eeb2-49e7-8daf-dea58c266b34. Please refer to that ticket, which also includes information regarding the payout date.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 09/06/2025

  Complaint: 22859505
  
  I am rejecting this response because:
  Shopify !

  You did not pay . why u just say you were lying ?

  "Hello,
  
  Please refer to our email of Feb 10, 2025.  The full amount of pending payouts on Shopify Payments will be held for 120 days. We will transfer any existing payouts to the bank account on file after Jun 10, 2025. After the expiry date, please allow up to 6 days for processing before the payout is released.
  
  
  Regards, 
  
  
  Shopify Merchant Trust Team
  
  
  Ticket ID: ************************************"

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

• Initial Complaint

  Date:25/01/2025

  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 am writing to file a formal complaint against Shopify .I submitted all required documents to Shopify nearly two months ago to resolve an issue with my account. Despite following all procedures and making repeated inquiries, I have received no reply, leaving me with frozen funds and no clear path ********** communications with Shopifys support team have been ignored, and I have been subjected to unprofessional attitudes and lack of accountability. After weeks of waiting and multiple follow-ups, I am left with no other option but to seek external assistance to expose Shopifys consistent practice of neglecting its merchants and leaving them without support.Shopify has frozen my funds for over two months without providing a reasonable explanation or resolution. I have not been given any access to my payouts despite fulfilling all obligations as a merchant.Despite submitting all necessary documentation and repeatedly reaching out, I have not received any meaningful response or updates from Shopify. Their support team continues to avoid providing any solutions or even acknowledging my concerns.The treatment I have received has been dismissive and unhelpful. This is not only frustrating but has also severely impacted my business operations. I believe this situation is a clear example of Shopifys disregard for the rights and needs of its merchants.I am requesting that the BBB investigate this matter, as Shopifys actions are both unjust and harmful to their customers. It is imperative that ******************** be held accountable for their practices, and I hope my case can help bring attention to the companys poor treatment of its merchants.Thank you for your attention to this matter. I trust that the BBB will take appropriate action to address this issue and ensure that Shopify is held responsible for their lack of professionalism and failure to resolve complaints in a timely manner.

  Business Response

  Date: 30/01/2025

  Hello *** **** Yan,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 30/01/2025

  Complaint: 22858769
  
  I am rejecting this response because:
  
  I am beyond frustrated at this point, and I cant express enough how hopeless I feel about my situation with Shopify.
  You say you need my store information to "locate my store and verify my identity," but let me make this clear this situation has gone far beyond needing identification. Ive been waiting for months, and in the meantime, Shopify has frozen my entire account, with no real explanation, no valid reason, and absolutely no real communication.
  I submitted all the requested documents, and Ive kept up with every single requirement youve set. Yet, Ive received nothing but silence and cold, dismissive replies from your support team. Im told Im high-risk, but there is no explanation of why. My account is frozen, I have no access to my funds, and this is all being treated like its completely normal. This is NOT normal!
  Lets be clear: I have NEVER used any payouts. My first payout was paused since December, and from that point, Ive been stuck in limbo, just waiting and waiting with no answers. I keep paying Shopifys monthly fees, but I cant even use my store because you took everything away. How is this fair? How is this right?
  And now, you want to keep my funds frozen for another 120 days? This is absurd! Its completely out of control. Ive been waiting for months, doing everything Shopify asks, and yet, Shopify has frozen over ****** HKD without even the slightest hint of justification. This is not just inconvenient; its cruel.
  It feels like Shopify is playing games with me, like my business and my livelihood dont matter at all. Im not some random account; Ive complied, Ive submitted all documents, and Ive been loyal. But Shopify doesnt care. Shopify has treated me like nothing, and I am fed up.
  I demand to know why Shopify has taken such extreme actions without a valid cause. I need to know what risk youre talking about, especially when there has been no chargeback or any other issue on my end. This isnt just a problem with Shopifys system; this is a clear failure in your trust system.
  Ive already been patient for far too long, and now, Im out of options. Shopifys treatment has left me with no faith in the platform. I have given Shopify months to respond and resolve this, yet Im still left with nothing. This is absolutely unacceptable, and you cannot keep pushing this aside. I will not allow Shopify to continue doing this to me or anyone else.
  Please stop with the empty responses. I need real answers and I need real action. I want my funds released immediately, or I will take this issue to the highest level possible. This lack of communication, the lack of transparency, and the unwarranted freezing of my funds have destroyed my trust in Shopify. I will not accept this any longer.
  Its time Shopify took responsibility for this. I am done being ignored.
  *** **** ***
  
  
  Sincerely,
  
  *** **** ***

  Business Response

  Date: 07/02/2025

  Hello *** **** Yan,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
  
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the ticket where you have been in communication with the team. This will help our team assist you more effectively.
  
  Ticket reference number: 18c50d3c-fc53-4638-babb-19f637e3abb0
  
  Additionally, if you believe that your account was terminated in error, we encourage you to take the first step in the appeals process by using the designated form linked here: ***********************************************************************************************************
  
  We are committed to supporting you throughout this process, and we genuinely appreciate your cooperation as we work towards a resolution.
  
  Best regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 11/02/2025

  Complaint: 22858769
  
  I am rejecting this response because:
  They reply did not real and i have the total proof of conversation with me and chat online and the ticket . they never reply but close my account say i am high risk. 

  So i keep working on this situation . i will fight in the end . 

  I am writing with a deep sense of frustration and hopelessness about how my case has been handledor rather, ignoredby Shopify. My account issues began in December, and despite my best efforts to follow every step requested, I have been met with nothing but delays, vague responses, and a complete lack of accountability from shopify team.
  
  In December, I submitted all the required documents and information to resolve the situation with my payouts. My first payout has been frozen for over a month now, and every time Ive reached out to Shopify for help, Ive been ignored or brushed aside. The responses I did receive were generic, unhelpful, and showed no real effort to address my concerns.
  
  I have done everything Shopify has asked of me. I submitted appeals, verified my information, and even paused my store operations to ensure compliance. Despite this, Shopify has not only frozen my payouts but has also restricted my account without justification or explanation. I have followed up repeatedly, only to be told by online advisors that the specialized team is handling my case and that I need to waityet no one provides any updates or resolutions.
  
  The way Shopify has treated me is unacceptable. I am a paying customer who entrusted ******************** platform to support my business, yet I have been left in a state of uncertainty and despair. Shopifys lack of communication and disregard for merchants livelihoods is shocking. Shopify charge fees for Shopify services but fail to provide even the most basic level of support. This behavior feels abusive and unprofessional.
  
  Its hard to believe that a company as large as Shopify operates with such inefficiency and disregard for its merchants. My funds are stuck, my emails are ignored, and my attempts to resolve this issue are met with canned responses about high volumes. This is not just about delaysit is about being treated as though my concerns do not matter.
  
  Shopify must stop hiding behind generic responses and take responsibility for the way it treats its merchants. Shopify 's platform has caused me immense stress and disrupted my business operations for no valid reason. If this is the level of service you provide, it is an insult to every paying customer on ********************** platform.

  ****************************************************************;
  
  Sincerely,
  
  Yau Wing Yan

  Customer Answer

  Date: 11/02/2025

  they told me i have to submit document , i was done sine Dec. 

  My account still work it in that time . but i keep asked for feedback or update  

  They told me same i have to waiting the inner team review . and high volume of request these time . but i pay the shopify fee . why i could not get the service .

  So my balance was frozen . and my store was paused  for two months . 

  I have longtime did not use the store since my payouts was paused . but the suddenly close my store in the end of Jan.

  So hopeless . 

  All document was submit . why they did not check for it and my store .

  Business Response

  Date: 21/02/2025

  Hello *** **** Yan,
  
  Thank you for the information provided. I will look into this and email the address linked to your account to provide more details about your request and fully authenticate you. The security of our accounts is very important to us.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 22/02/2025

  Complaint: 22858769
  
  I am rejecting this response because:
  are you serious ? i never get the shopify feedback . and why did not check the all document i submit in here ?

  And why did not directly reply me question ??????????
  
  
  Sincerely,
  
  *** **** Yan

  Customer Answer

  Date: 26/02/2025

  all document was submit in here .

  But without any reply"

  "My account was paused since Dec. as you can check this ticket "Ticket ID: ************************************
  Then after waiting two months , you notice me that my account with high risk .
  And my balance would frozen other 120days .what is the meaning ?
  How can shopify doing this business in public ?
  Shopify take a long time review . but i pay shopify fee every month.
  All document was submit each time. then now .
  You frozen my total balance for 120 days ??
  I have no use my payout before since you frozen my payout in Dec."

   

  Business Response

  Date: 26/02/2025

  Hello Hello Yau Wing Yan,
  
  I have emailed you regarding this matter, the ticket number is: 55436084
  
  If you have any additional information regarding your store, you can reply to that email so we can review.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 04/03/2025

  Complaint: 22858769
  
  I am rejecting this response because:
  why did not see how many times i contact with online advisor . shopify did  not reply . 
  
  ******************************************************************************************************************************************

  I wanna raise a complaint about Shopify's handling of my account and the unacceptable delay in processing my first payout review. My payout has been under review for over a month, during which I have submitted all required documents and followed up numerous times. However, I have yet to receive any meaningful update or resolution.
  Adding to my frustration, Shopify's online advisors have consistently provided dismissive and unhelpful responses, often displaying poor attitudes and failing to address my concerns. This lack of professionalism and transparency is deeply disappointing.
  Every time I reach out to Shopifys online advisors, I am met with dismissive and repetitive responses. They fail to provide any actionable information or solutions, often directing me to "wait longer" without offering timelines or clarity. In many instances, the advisors have shown a lack of empathy and professionalism, which only adds to my frustration.

  My account was paused since Dec. as you can check this ticket "Ticket ID: ************************************
  Then after waiting two months , you notice me that my account with high risk .
  And my balance would frozen other 120days .what is the meaning ?
  How can shopify doing this business in public ?
  Shopify take a long time review . but i pay shopify fee every month.
  All document was submit each time. then now .
  You frozen my total balance for 120 days ??
  I have no use my payout before since you frozen my payout in Dec.

  hopeless merchant .

  Desperate merchants are ruthlessly played by Shopify
  

  Sincerely,
  
  *** **** Yan

  Business Response

  Date: 11/03/2025

  Hello *** **** Yan,
   
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
   
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the ticket where you have been in communication with the team. This will help our team assist you more effectively.
   
  Ticket reference number: 18c50d3c-fc53-4638-babb-19f637e3abb0
   
  Additionally, if you believe that your account was terminated in error, we encourage you to take the first step in the appeals process by using the designated form linked here: ***********************************************************************************************************
   
  We are committed to supporting you throughout this process, and we genuinely appreciate your cooperation as we work towards a resolution.
   
  Best regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 13/03/2025

  Complaint: 22858769
  
  I am rejecting this response because:
  Impact on Merchants:
  These practices have led to significant financial losses, operational disruptions, and reputational harm for many businesses. The lack of transparency and due process in Shopify's actions undermines the trust that merchants place in their platform.
  Request for Investigation:
  I urge the Better Business Bureau to investigate Shopify's practices concerning:
  Unjust Account Terminations: Examine the criteria and processes Shopify employs to terminate merchant accounts without prior notice or clear explanations.
  Unwarranted Fund Withholding: Assess the legality and fairness of Shopify's policy to hold substantial merchant funds for extended periods without adequate justification.
  Inadequate Support and Communication: Review Shopify's customer support practices, particularly their responsiveness and transparency in addressing serious merchant concerns.
  
  All proof you can check the document what i had submit .
  Sincerely,
  
  *** **** ***

  Customer Answer

  Date: 14/03/2025

  Dear Better Business Bureau,
  
  I am writing to express my deep frustration and disappointment regarding Shopify Inc.'s handling of my account and their recent response to my complaint.
  
  Background:
  
  Submission of Information: I provided all requested documentation to Shopify on Jan 30, 2025.
  
  Lack of Response: Despite multiple follow-ups over the past two months, I received no substantive replies addressing my concerns.
  
  Current Situation:
  
  Shopify has informed the BBB that they responded to my inquiries; however, I have not received any such communications. This discrepancy is deeply concerning and suggests a lack of transparency in their practices.
  
  Request for Mediation:
  
  I am willing to participate in formal mediation to resolve this issue. I hope this process will facilitate a fair and transparent resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *** **** Yan
  

  Customer Answer

  Date: 08/04/2025

  Frozen my funds for months and months . 

  And i want to check the balance . they refuse and show in bad attitude .

  Customer Answer

  Date: 08/04/2025

  they just close my chat and did not provide any help .

  Business Response

  Date: 31/05/2025

  Hello *** **** Yan,
  
  We have reviewed your case and noticed that you have been in frequent communication with our Support team, who have been assisting you with this matter. We also sent you a support ticket to discuss these details; the ticket number is 5436084.
  
  If you haven't received your payouts, please reply to the ticket sent by the Shopify Merchant Trust team or to the support ticket number mentioned above.
  Regards,
  
  Lali | Shopify Operations Lead
  

• Initial Complaint

  Date:25/01/2025

  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.

  Hello, I have been locked out of my website and balance account for months. I have contacted shopify multiple times about the issue. I sent in my ********* statement showing payment to verify identity and prove the account is mine but still have yet to receive a response or them unlock my account. Not only can I not get into my ************** costing me money but I can't access my funds on my balance card. Please help me as I can not get shopify to answer me and it was hard enough to find an email for them since they don't have a phone based customer service. ******************** is absolutely terrible and I am thinking of moving elsewhere with my business if this kind of thing happens with them. They are basically holding my domain, my ************ funds hostage.

  Business Response

  Date: 30/01/2025

  Hello *******,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. 
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 31/01/2025

  Hello, I was locked out of my website due to an authentication problem. I contacted shopify when I was able to find a email. I had to file a complaint here for them to respond to me and unlock my account after verifying myself. Now I am back into my site and it's saying I owe a balance which I should not have to pay as i couldn't not use my website nor could I receive orders. I would like them to waive the balance due to get into my account as they are still holding my domain hostage if they are not willing to waive it I will just cancel all together and go elsewhere. It is not right make a customer pay for something they could not use.

• Initial Complaint

  Date:24/01/2025

  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.

  actual support

  Business Response

  Date: 30/01/2025

  Hello *******,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. I can see that you are looking for support with your store.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue and additional information regarding the support you need.
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

• Initial Complaint

  Date:24/01/2025

  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 created my website in 2020. My plan didnt have any limitation as to how many items I could add per day. I have hired a Shopify Expert to upload ****** plus items to my website and Shopify is limiting the amount and trying to get me to buy a $2,300 per month website! They will not work with me to allow the upload. Totally unfair. I should be grandfathered in with no limitations. They wont work with me at all.

  Business Response

  Date: 03/02/2025

  Hi ******,

  My name is **** an Operations Lead at Shopify. I appreciate you reaching out about the product upload limitations you're encountering.

  To clarify, the upload limitation youre facing is an expected behaviour. The limit comes into play when a store reaches ****** product variants. At that point, you'll be restricted to uploading ***** new variants per day. For more details, you can check out our help center here: *****************************************************************************************.

  An alternative solution that you might consider is using third-party apps that can help schedule large updates or imports, allowing you to upload your products in daily increments that align with the ***** variant per day limit. One app to look into is Matrixify: *******************************************************.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:24/01/2025

  Type:Delivery 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.

  Ordered electronic trees from big lots on December 26. I have still not received my merchandise and when I try to get a hold of them by email or by phone, I cannot. email says domain unknown.

  Business Response

  Date: 30/01/2025

  Hi *****,

  My name is **** an Operations Lead at Shopify. Thank you for reaching out about the issue youre having with an order youve placed with a merchant.

  I want to clarify that Shopify doesnt directly manage the daily operations, orders, or fulfillment for the stores that use our platform. If you encounter an issue with an order, the first step is to contact the merchant directly. Since youve already attempted to do so and have been unable to reach them, I recommend that you report the issue with your order using the following form: **************************************************************************.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 31/01/2025

  I tried filling out the form to send to the *** that was given to me in this complaint and it will not accept the *** that is on the order.  So I cannot move forward with that option.

• Initial Complaint

  Date:23/01/2025

  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.

  I purchased from a website using shopify's shop pay. The website turned out to be a scam.I'm trying to report it and get a **************************************************** have made it extremely difficult to do so.I want my money back and for people to be aware of the scam website.I need someone from shop / shopify to contact me about this issue.

  Business Response

  Date: 28/01/2025

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having an issue with an online purchase. 
  Shopify provides a platform for Merchants to create stores and sell their products. We do not have any involvement in any day to day running of the store like capturing payments, fulfilling orders or customer service. If you feel that the store may not be a legitimate business there are options available to you. You can contact the store directly for a refund which may not provide any useful outcome. If that happens you can report the Merchant at this link - ********************************************************************************. The next step is that you can contact your bank or credit card provider and start the chargeback process. This will hopefully help you retrieve your money. 
  

  I hope this helps resolve your issue. 
  Regards
  *****