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:16/01/2025

  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.

  Need to update *** to process payments on my website and take orders. Cannot do it myself, I am told to contact support. Talked to 3 advisors who cannot help, told they will escalate to another department. I have customers who want to purchase my products but cannot because shopify is taking their sweet time in getting back to me. Please have shopify contact me asap to get issue resolved.This has happened before this year where my customers has reached out unable to make a purchase because the *** needs to be updated. Its the same number it's always been, I'm not sure why I'm having this issue again. Shopify has no one I could speak to over the phone to get this resolved. Thank you so much.

  Business Response

  Date: 23/01/2025

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your EIN. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  
  Our records indicate that our Merchant Verification Team has been in contact with you via Ticket ID: ************************************ on January 19th and the issue has been resolved. Should you have any additional questions or concerns, please respond directly to that ticket ID, as the team is well-equipped to provide the necessary assistance.
  
  Thank you,
  *****

• Initial Complaint

  Date:15/01/2025

  Type:Sales and Advertising 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.

  On January 15, I received an email from Shopify regarding updates to my Shopify Balance accounts. I do not have a Shopify account and this has happened before, with someone using the same email address **************************** to open an account. I tried to get into the account by changing the password but the access is blocked by needing an authentication code or recovery code. I emailed the support team who escalated the issue to security to disable the two-step verification process. I received an email from security to verify my identity by sending photos my driver license and of myself. After hours of waiting, security sent me another email stating "Upon review, we were unable to verify your identity. As a result, we will not be removing any security features from the account." This means that they are letting whoever is using my email address keep their fraudulent account with my email address attached to it. I want Shopify to stop this from happening again. This is the second time I have had to go to them in order for an account to be removed because my email address was used. This is getting ridiculous.I am using a different email address for this complaint.

  Business Response

  Date: 21/01/2025

  Hi *******,

  
  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about your experience; however, I'm happy to confirm that the matter has been resolved, and this was communicated to you on January 16th, via ticket af126228-8d68-4fbb-a32f-1a61f08b94f7.

  
  Should you have any further queries, please respond directly to the above mentioned ticket.

  
  Kind regards,
  ******** | Support Lead

  
  

  Customer Answer

  Date: 21/01/2025

   
  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:15/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shopify account in 2024 and never used it. I cancelled the account over three months ago but I am still being charged monthly. I tried to log into my account but it says the account has not been active in over three months. I cannot get anyone to answer my concerns.

  Business Response

  Date: 22/01/2025

  Hi *******
  
  Im ****, a Support Lead here at Shopify. Im glad you reached out about these unexpected charges.
  
  I've searched with the email address you provided [email protected] and can confirm that there's no invoices for the store associated with it. 
  
  If you may have created another store with a different email address you can recover the store details using this tool here: *******************************************************
  
  Once you find it, you can cancel the store to stop those charges. 
  
  If there's no other store, you could contact our support team with the details from the payments on your bank statement so they can help you find the reason for the charges: *****************************************;
  
  Kind regards
  ****

• Initial Complaint

  Date:15/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business partner signed us up for Shopify around May 14th, 2024 and accidentally used their personal email. It was changed to our business email shortly thereafter. Shopify automatically signed the personal email up for ****** Express Checkout. As our intent was to not use ****** as a form of payment, we never verified the personal email with either shopify or ******, and did not consent to using that erroneous email for business transactions.On December 19th, 2024 two different customers used the ****** link automatically provided by shopify in our email invoice. When the customers "paid" the invoice, it was marked as "paid" on our shopify records, but the funds remained in limbo with ****** awaiting a 30 day automatic refund. Now that the funds have been returned to the customers, our invoices still show as "paid" even though the funds never made it to the business.None of this was made known to our company, and we only realized that the funds had never been transferred until it was brought up by one of the customers.Customer support is refusing to change the order status to resolve the issue, even though ample proof has been provided, and even though the company admits that this is a known issue that they are sending funds to unverified personal ****** accounts. They had asked me to verify the erroneous email and accept the money through it, but that is not a solution as it unduly increases my personal liability by mixing personal and business funds. Their only "solution" is to send another bill to the customers, even though the original order shows as "paid" in my records, and so would effectively falsify my income.I have to wonder how many small businesses have had their funds misdirected and never been notified, and given no options to rectify the situation after the fact.All I want from them at this point is to either change the order status to "unpaid," or to delete the orders from my records. They have refused both options, thus the complaint.

  Business Response

  Date: 19/01/2025

  Hi *****, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your orders and the ****** gateway. I'm happy to assist.
  
  Firstly, I want to clarify that Shopify does not automatically enable the ****** Express Checkout on merchants' stores. The feature must be manually enabled, and during this process, you are required to enter and verify your email address linked to the ****** account. Subsequently, after the ****** gateway is activated, it is expected behaviour that customers can complete purchases through it, with funds directed to the linked ****** account. 
  
  With that said, Im happy to take a deeper look into the next steps for locating your funds. Due to the public nature of this platform, we are unable to review specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly and we can continue looking into this.
  
  Thanks, 
  
  ***** | Shopify Support Lead 
  
  

  Customer Answer

  Date: 29/01/2025

  Complaint: 22811267
  
  I am rejecting this response because:

  I do not require help finding the funds that were mismanaged by Shopify without authorization. I have already resolved Shopify's error outside of Shopify, as I was provided no means to do so from within. If Shopify wishes to maintain integrity and trust with small business owners and avoid future mishandling of customer funds, the following resolutions must be implemented:
  

  1. Do not automatically enroll customer emails with 3rd party vendors.
  2. Do not allow money to be transferred when the emails have not been authorized for use by both Shopify and PayPal.
  3. Offer customers a way to change the paid status of an invoice, or empower Shopify employees with the ability to change order status with customer approval.

  Shopify representatives have already admitted that the error came about from a known and common flaw in their system. Please fix the flaw so that future small businesses don't unknowingly lose payments as a result of Shopify's mishandling of funds.
  
  **** ********

  Owner

  Chelsea Head Tailoring and Mending

  
  
  
  
  

  Business Response

  Date: 30/01/2025

  Hi *****, 
  
  ***** here again. I appreciate you providing this feedback. I do not have the ability to change how Shopify's integration with ****** works myself. This is a matter of the functionality of our platform which is not within my control. That said, I can confirm that the feedback you've submitted on previous Support ticket (#********) has been passed along to the appropriate teams.
  
  If you have any additional questions about your situation specifically, please don't hesitate to respond to my email. 
  
  All the best,
  
  ***** | Shopify Support Lead

  Customer Answer

  Date: 01/02/2025

  Complaint: 22811267
  
  I am rejecting this response because:
  
  This does not resolve the issue. While it remains unacceptable that Shopify allows this sort of mismanagement of customer funds with zero recourse, I accept that Shopify admits it is unable to resolve the issue.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:15/01/2025

  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.

  November 25th - January 13th all my payouts our being held Shopify has my balance at over $5,890 and they are only paying me in small increments at the highest $1800 I am not receiving a $2500 + payouts or more and I need my money I run a business that requires spending everyday such as marketing & paying my manufacturer for orders ! I will include all of my payouts that havent been paid its currently January 14th and all the days are November-January! Ive been contacting representatives no one is helping me saying i received a email I cannot find I have asked for it to be resent no one has gotten back to me !

  Business Response

  Date: 20/01/2025

  Hello ******,

  
  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about the challenges you've been experiencing regarding your funds; however, I'm happy to confirm that the matter has been successfully resolved (ticket 53873544).

  
  Kind regards,
  ******** | Support Lead

  
  

  Customer Answer

  Date: 19/03/2025

  Hello This is the second time reporting this company for holding my payouts. The first time they held over $5000 I am a hard working business owner who solely runs a pre order business and Shopify is now holding my payouts once again just to continue adding up all my payouts which isnt fair & an injustice to me as a business owner. I not only have to pay my manufacturing company but also my marketing company plus my daily ads with each payout . When its on hold it 100% takes a toll on my business because pre order means the customer pays full amount and after purchase the payment is sent to manufacturer to be made and shipped to me . This is a huge inconvenience and delay shopify tends to take there time to get a resolution when this is really urgent I would like a resolution of them releasing the hold on my payouts!

  Business Response

  Date: 24/03/2025

  Hi, Laurent. 
  
  This is ****** and I am a Support Lead at Shopify, I'm a colleague of Angelica's.
  
  As per the Shopify Payments terms of service, holds can be placed at any time, although we are committed to working with merchants and resolving issues so they can resume as quickly as possible. Please continue corresponding with the specialist assisting you in ticket ID ******************-bbb1-088a5944d812, as we can't provide account-specific support via public forums like the BBB. 
  
  Best,
  ****** C | Support Lead 
  

• Initial Complaint

  Date:14/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created an account with ******************** on Tue, Dec 17, 2024. I have received an email from: Shopify Merchant Trust Team on Thu, Dec 19, 2024 stating "We have reviewed your account and determined that it 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. If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision."I then proceeded to submit an appeal providing my Identification Card. The appeal was twice denied stating "This email is to inform you that after reviewing your information and website we have determined that your business presents a level of risk that we will be unable to support with Shopify. We know this is not ideal, however we won't be able to help with your business. Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations."It is perplexing how my account could present a level of risk considering I had not initiated any transactions and/or activities. The account was newly registered, how could it possibly breach these guidelines in a matter of 48 hours? I have reviewed Shopify's Acceptable Use Policy (AUP) and Terms of Service. I have adhered to the terms, and there have been no opportunities for any potential violations on my part. The lack of communication surrounding this decision is alarming. Since Thu, Dec 19, 2024 I have reached out multiple times to Shopify support team via chat creating a total of 10 (currently open) tickets in regards to the matter. The responses from the Shopify Chat Support Team I receive are vague and unhelpful, which results in that particular team member stating that they will escalate and prioritize my ticket(s). As of today, it has been 26 days that I have not received a response or a resolution from a Shopify Escalation team member.Ticket ID: ************************************

  Business Response

  Date: 21/01/2025

  Hi *********,

  
  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about your experience, and I'd like to direct your queries to the existing ticket 45ddaf15-b614-4d7b-baca-168465751c04. The reason for this redirection is that the team handling this matter is best positioned to answer your questions.

  
  Kind regards,
  ******** | Support Lead

  
  

  Customer Answer

  Date: 21/01/2025

  Complaint: 22811998
  
  I am rejecting this response because: It has now been 30+ days and I have not received a response to any of the 10(currently open) tickets from the team that is handling this matter. Ticket ID ref: ************************************. Since Thursday, December 19, 2024 I have been told that I will receive an email in regards to my escalated tickets from a Shopify Escalation team member. However, Shopify has completely disregarded my statements made in this initial complaint and has provided me with a generic response. Let's collectively focus on a resolution to reinstate my Shopify store. My appeal includes all of the required information and documentation, including example corresponding references of websites powered by Shopify that are relevant to my business model. I am discontented with the lack of professionalism from Shopify toward myself as a compliant Shopify Merchant and I am determined to reach a satisfactory resolution. 

  Business Response

  Date: 28/01/2025

  Hi ******,

  ******** here again. Thank you for sharing your thoughts with us. Please review ticket 45ddaf15-b614-4d7b-baca-168465751c04, as it contains updates, and direct any new potential queries to that ticket.

  Kind regards,
  ******** | Support Lead

  Customer Answer

  Date: 29/01/2025

  Complaint: 22811998
  
  I am rejecting this response because: I am writing to seek assistance and clarification regarding the recent termination of my Shopify store. Unfortunately, my store has been terminated due to a violation of Shopify's Acceptable Use Policy, but I am uncertain about the specific policy I may have violated. I would like to emphasize that I take the rules and guidelines set by Shopify seriously, and I've always strived to maintain a compliant and ethical store. However, without a clear understanding of which aspect of the policy my store may have violated, it has been challenging for me to address the issue and take appropriate corrective actions. I would greatly appreciate it if someone from the Shopify team or an experienced member of the community could provide me with more information about the specific violation that led to the termination of my store. Understanding the exact nature of the issue will enable me to rectify it and ensure that I comply with all the necessary rules and guidelines in the future. I am committed to maintaining a trustworthy and reputable presence on Shopify, and I believe that addressing this issue and learning from it will help me in achieving that goal. Thank you in advance for your assistance and support. I look forward to resolving this matter and getting my store reinstated.
  

  Customer Answer

  Date: 03/02/2025

  I purchased a Shopify domain on Wednesday, December 18, 2024. According to Shopifys Terms of Service: If you purchased a domain name through Shopify, upon cancellation your domain will no longer be automatically renewed. Following termination, it will be your sole responsibility to handle all matters related to your domain with the domain provider. I have been contacting Shopify persistently since Thursday, December 19, 2024 requesting a domain transfer from Shopify to another provider. Since Thursday, December 19, 2024 I have reached out multiple times via online chat Shopify Support team. I have been informed that my requests have been escalated to the relevant department. Ticket ID reference: ********, ********, ********. Shopify has all of my contact details to proceed with the domain transfer, however it has been 45+ days and I have not received any response or email from Shopify initiating the domain transfer. This is quite absurd!

  Business Response

  Date: 12/02/2025

  Hi, *********.
  
  This is ****** and I am a Support Lead at Shopify, I'm a colleague of Angelica's. 
  
  I can confirm that next steps have been sent to you today, please check your email for ticket ID #************************************ and follow the instructions provided. Any questions you have about the status of your store or domain are best addressed there.
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 17/02/2025

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

• Initial Complaint

  Date:14/01/2025

  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 made a purchase on ******** for a pair of earbuds. After processing my payment, Shop Pay popped up with a notification (using my email, but a different phone number ending in *****) stating that my payment information was updated. I cannot log in to said Shop Pay account without the full phone number, which i don't have to remove my payment information from this account which is not mine. I had to cancel my card.I've called Affirm and Shop Pay as well as Jlab. ***** has been able to help me.Affirm and Shop Pay need the phone number and email address to locate the account...which i don't have. Therefore I tried calling Shopify. However Shopify has no phone number and no way to contact them. The chat bot just runs you in circles with the same 3 responses. All I'm trying to do is have all of my information removed from Shop so I don't have to worry about it adding any new personal information whenever I make an online purchase.

  Business Response

  Date: 14/01/2025

  Hello ******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out to us about the difficulties youre facing with Shop Pay and your JLab purchase.
  
  If you would like to cancel your Shop account, please follow the instructions from our **************** at ******************** If you still have questions, feel free to contact our Shop Support team at ********************. Be sure to click 'Email Customer Support' under 'Still need help?'. Please note, that when it comes to support with you Shop app account it is different than Shopify support. The links I have shared above will take you to the correct team to help you. 
  
  As for your request for phone support, Shopify no longer supports this. I can completely understand where you are coming from with wanting to discuss this on the phone. That being said, merchant experience has always been & continues to be our first priority - were always looking at our service offering to ensure it continues to meet the needs of all merchants. Because of this, inbox and chat are our most efficient and effective channels for quickly and effectively providing support to you, which includes ensuring you can get quick access to resources and other support teams
  
  If you have any other questions, please do let us know. 
  
  Best Regards,
  **** | Operations

  Customer Answer

  Date: 15/01/2025

  Complaint: 22809659
  
  I am rejecting this response because:
  
  As I have already stated.. and based on your websites troubleshooting and help protocols... I WOULD NEED THE PHONE NUMBER TO THE ACCOUNT, and my phone number is not connected but my email address is! Therefore I cannot go to your help page and utilize the Shop cancel tools or make changes to ANY account. Your website collected my payment information without my permission and updated it to an account with my email address but a different phone number. Unless you give me the phone number ending in 303 as I have attached the notification screenshot...I cannot do this manually.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 24/01/2025

  Hello ******,
  
  
  **** here again. Thanks for reaching back out to us. The best next steps here would be to change the phone number connected to the shop account with your email.
  

  To change your phone number, you need to log in to Shop through a web browser.

  1. If required, enter your email, and then click Continue. 
  2. In the Confirm it's you section, complete one of the following options:  
  - Enter the six-digit verification code sent to your phone number. 
  - Click Send a code by email, and then enter the six-digit verification code sent to your email. 

  
  After you log in, complete the following steps to change your Shop Pay phone number: 

  1. In the Login & security section, click Change next to your existing phone number. 
  2. Enter the phone number that you want to use, and then click Continue. 
  3. In the Confirm it's you section, enter the six-digit verification code that you received to your new phone number. 
  

  After you change your Shop Pay phone number, you're automatically logged out from all of your devices using ********************. 
  
  The Send a code by email option is only available if you verified your Shop email address when you set up Shop Pay. If you don't have the Send a code by email option, and you can't access the existing phone number on your Shop Pay account, then you need to delete your Shop account: *****************************************************************************
  
  If you have any other questions, please do let us know. 
  
  Best Regards,
  **** | Operations

  Customer Answer

  Date: 28/01/2025

  Complaint: 22809659
  
  I am rejecting this response because: This is not helpful in any way. I never created the account so how can I log in and delete the account??

  Your link says.......

  "Delete your account on a web browser
  To delete your account using a web browser, sign in to your Shop account at ************************, and then follow the prompts to delete your account."

  KEY WORDS: Sign into your account

  I CAN'T! 
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:14/01/2025

  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 am filing this complaint against Shopify because i signed up for a subscription to get a online store with 10 products ready to go. Shopify sold a service that I have not been able to access for my business: ***************. I have not been able to make any money with this service because i do not have access. However, Shopify started drafting monthly installments on September 9, 2024, which this first transaction # ********* for $1.06 was a test run to see if funds were in the account. ending 9900. The agreement was they would draft $41.34 once a month; however they drafted multiple times two times and one month they drafted three times in one month. The drafts are as follows: ( I have a invoice or email with transaction number for each draft from my bank account)The dates of the drafts are as follows: each for $41.34:9/9/2024- $1.06 Transaction # *********, 10/5/2024- $41.34 Transaction # *********, 10/9/2024- $41.34 Transaction# *********, 11/4/2024- $41.34 Transaction # ********* 11/8/2024- $41.34 Transaction # *********, 12/4/2024- $41.34 Transaction # ********* 12/8/2024- $41.34 Transaction # *********, 1/3/2024 -$41.34 Transaction # ********* I would like all of my money totaling $289.38 to be credited back to my bank card ending 9900. I have not been able to access or make money with the online store, and Shopify should not be able to benefit from my account and not deliver on the promise of service of an online store with 10 products ready to take orders and ship to customers. The website does not give the merchants an option to cancel the subscription, but only will allow you to cancel mailings to your email. The three phone number associated with Shopify do not work, they have messages saying go to help desk. One of the numbers you can leave a voicemail. I called Shopify on 1/3/205 to demand that Shopify cancel my subscription for the online store, they never delivered, to stop drafting my bank card ending 9900, and to credit act.

  Business Response

  Date: 22/01/2025

  Hi ******,
  
  My name is **** an Operations Lead at Shopify. Thank you for reaching out regarding your inability to deactivate your store due to lost access to your account.

  Due to the public nature of this platform, we are unable to discuss specific information about your account here. I have sent you an email with the ticket # ********. Please respond to that email directly so we can work together to resolve this matter promptly.
  
  Thanks,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:14/01/2025

  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.

  On July 4th, I received an e-mail from Shopify stating that a payout was processed and the funds should be on my Shopify Bank Balance in 1-2 business days.On July 5th (next day) I received an e-mail stating that my store has been terminated and that the funds would be held for 120 days. This has passed a long time ago.I've been trying to contact Shopify's support regarding this, they open a ticket each time but don't give a single answer about it. 6 months has already passed and I still haven't received the money stuck in my account. This is outrageous!

  Business Response

  Date: 22/01/2025

  Hi ****,

  My name is **** an Operations Lead at Shopify. Thank you for informing us of your payouts being on hold. 

  I have reached out to the team handling your ticket and they have sent you an email under ticket ID ************************************ with detailed instructions on how to receive your funds. Please follow the guidance provided on that email and respond to it directly if you have any questions or concerns.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:14/01/2025

  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.

  I am writing to formally complain about Shopify's handling of my account. Since December, my balance of HK$53,587.69 has been frozen without any resolution or meaningful updates. Despite submitting all required documents and repeatedly following up, I have only received generic responses.This lack of transparency and inaction feels fraudulent. My business has fulfilled all obligations, with no disputes or complaints from customers. I demand an immediate investigation and resolution of this matter.

  Customer Answer

  Date: 15/01/2025

  Its outrageous that Shopify, a platform merchants pay for, can hold my funds for over a month while hiding behind the excuse of 'high volume.' This lack of accountability and blatant disregard for merchants livelihoods is beyond disappointing and feels like an abuse of trust.

  Business Response

  Date: 16/01/2025

  Hello *** **** *****,
  
  ***** here, an Operations Lead at Shopify.
  
  
  Thank you for reaching out with your concerns regarding the payout hold on your account. Please note that due to the public nature of the Better Business Bureau (BBB) and our stringent privacy policies, there are limitations to what we can discuss in this forum. It is crucial that we ensure any discussion of merchant information is conducted securely and only with authorized individuals.
  
  
  To assist you in resolving this matter, please refer to the communication from our Merchant Trust Team. An email has been sent to you under Ticket ID: ************************************, detailing the status of your Shopify Payments account. Kindly review this correspondence and direct any further inquiries or necessary responses to the email provided. The Merchant Trust Team is best equipped to address any specific concerns or questions you may have.
  
  Thank you,
  ***** | Shopify Operations Lead