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:14/01/2025

  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.

  On December 10, 2024 I made a purchase which utilized Shop Pay to collect and send the funds to the seller. The seller provided a shipping tracking for a Chinese shipping company. The seller has not delivered on the item purchased, the shipping shows no movement for over 14 days. The seller was initially responded when questioned and said there was a delay due to high volume. The seller's email address is no longer active, which was the only method of contact provided or available. Shopify serves as the payment processor for this transaction and is allowing transactions with the seller "Creative Workshop" still in their website and app. I am requesting a refund of the funds that Shopify took to provide a fraudulent seller. Searches of Creative Workshop show that customers all over have had issues with this store which is ran on the Shopify system. A report to Shopify reporting the issue resulted in an automated email without follow up.

  Business Response

  Date: 21/01/2025

  Hello *******, 

  I am *****, a Support Lead here with Shopify. 

  Thank you for advising you have already reached out to the merchant you placed your order with. This is the best course of action as Shopify does not directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. 
  

  If you havent received a response from the merchant within 30 days, you can report the issue using the appropriate form here > **************************************************************************.
  

  If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols. 
  

  Regards

  *****

  Customer Answer

  Date: 26/01/2025

  BBB is ignoring the fact that Shopify is who collected the funds and serves as a payment processor just as ****** does.  I trusted Shopify to be trustworthy so I completed the transaction.  

   

  The requested information was provided in the original complaint.

  the Sopify store is Creative Workshop, their only contact is by email.   ****************************************************

  There is no indication where they operate from, a phone number or address.  And their domain registration is also blocked.  

   

  their website is **********************************;

   

   

  Business Response

  Date: 28/01/2025

  Hello *******,
  

  ***** here again from Shopify. 
  As I have advised 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 are having issue contacting the Merchant, please report them here - ********************************************************************************. You can also speak with your bank or credit card provider to initiate chargeback proceedings which may help to retrieve your money.
  
  I hope this resolves the issue for you. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 28/01/2025

  Complaint: 22808012
  
  I am rejecting this response because: Shopify is involved in this issue.   I have reported the issue to Shopify for issues with the order and Shopify has not responded. Shopify continues to lay blame on the buyer for the issues and avoiding the problem.    Screenshots show that Shopify is aware their platform is being used improperly by scammers to take advantage of customers, they have an issue handling the actual issue that they charge a seller a fee and as long as they get paid they do not stand up for the customer.    ******************** should assist in direct contact with this seller as they should have details to assist in communication with said seller that has either blocked my contact or has a non usable email.   Shopify is not protecting consumers! 
  
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/02/2025

  Hello *******, 
  

  ***** here again from Shopify. I am sorry you feel we are not responding to you. 
  Shopify has various implementations and teams to protect consumers against any fraudulent activity. What we do not have is insight into the daily running of stores. To investigate any store we need consumers to complete the form I have already attached. We will investigate internally, but we do advise the consumer to work directly with their bank or credit card company to initiate chargeback proceedings to help retrieve any funds. Once the complaint has been submitted we will be able to work to resolve the issue. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:13/01/2025

  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.

  From dates November 13 thru November 27, Shopify charged fees for an account I do not have with them. There are 8 charges for $16.00 each charged to my credit card I have with CitiCard. It was placed on a card ending in a different last four digits than my card, a different city address and a different email address than mine. But for some reason my credit card was charged for fees they owe Shopify. I don't have a Shopify account. Never have had a Shopify account, I didn't even know what Shopify was until I looked it up online and I don't have an online business.

  Business Response

  Date: 15/01/2025

  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 regarding some charges made to your credit card, and you have mentioned you don't have a Shopify store.
  
  I will be personally handling your request to ensure it is resolved efficiently. To proceed, I require some specific information to help locate the charges you have mentioned, please share the following:
  
  - Screenshot of the charge on your bank statement. A Shopify billing charge will appear as SHOPIFY*123456789 (hide all other information we just require the invoice number, charge amount and date.)
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  
  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
  
  

  Business Response

  Date: 15/01/2025

  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 regarding some charges made to your credit card, and you have mentioned you don't have a store in Shopify.
  
  I will be personally handling your request to ensure it is resolved efficiently. To proceed, I require some specific information to help locate the charges you have mentioned, please share the following:
  
  - Screenshot of the charge on your bank statement. A Shopify billing charge will appear as SHOPIFY*123456789 (hide all other information we just require the invoice number, charge amount and date.)
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  
  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:13/01/2025

  Type:Sales and Advertising 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 opened a small business online store with Shopify in ********** store went live in December, made my first two sales on December 21st, and without notice or explanation, Shopify cancelled my account and closed my store.I have paid them a total of $115.26 in subscription fees and they have not paid me the $400 in sales that I made on the 21st. My customer has already paid his **** bill and I can't get any answers from Shopify as to why I was cancelled, or when I can expect to be paid.

  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 regarding your account
  
  I have reached out to the team who are handling your case. They sent you a reply under ticket 693c5daa-57ea-461a-8d59-3f55e2d09e10 letting you know that your account is reinstated.
  
  If you have any other questions or concerns, please reply to that ticket.
  
  Best Regards,
  
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 14/01/2025

  Complaint: 22803290
  
  I am rejecting this response because:
  

  Shopify will not allow me to collect the money from my only two sales totaling $400 without reinstating my account payment.  I am not willing to go back into business with Shopify after this appalling treatment.  I simply want the funds from my sales and that will conclude any further business I have with Shopify.
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 23/01/2025

  Hello ****,
  
  **** here again. Thanks for reaching out again and sharing more context with us.
  
  I have reached out to you under ticket id ********, subject line "In Regards to your BBB complaint ********". To continue assisting you and to resume your payouts, this issue will need to be escalated to our Billing team. Here at Shopify, we take the security of our merchants and their accounts seriously and must follow certain steps to resolve situations like this. Please reply to that ticket with the requested information so we can help resolve this matter for you.
  
  Best regards,
  
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:13/01/2025

  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 have not received my money from Shopify. They closed my store due to unknown reasons with over $800. They have locked my store so I can not access it and told me they would release my funds within 3 months on 1/3/24. I have continuously reached out and have been told someone will reply and it hasnt happened.

  Customer Answer

  Date: 16/01/2025

  Shopify refuses to correspond with me regarding my account they said they sent the funds yesterday but they will not let me access my store to update my payment information. I have been going through this for over a year now I need someone to assist me please.

  Business Response

  Date: 18/01/2025

  Hello ********,

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having issues with a payout. 
  

  All stores on the Shopify platform are subject to routine reviews by our **************** to ensure they are in compliance with the Terms of Service and Acceptable Use Policy. Sometime these reviews cause stores to be removed from the platform and if that is the case then any money due to be paid to the Merchant is put on hold for 120 days to ensure any chargeback or refund request can be covered. I have spoken with our Merchant Risk Specialists and they have advised that a payout was scheduled for you on Jan 15 2025. Depending on your banks processing times this may take up to 5 days to show in your account. If not please respond directly to ticket - e30039fd-c366-43d1-9b66-e9da79ee64df that you have open with our Merchant Trust Specialists.
  
  I hope this resolves the issue. 
  *****
  

  
  

  Customer Answer

  Date: 01/02/2025

  I still dont have the payment. I was told it was sent but nobody confirmed the bank account on file. It has been over a year so I dont remember what account it is. I do not agreee with the response it has been over a year thats is a lot longer that 120 days

  Business Response

  Date: 05/02/2025

  Hello ********,
  

  ***** here again from Shopify. 
  
  Our Specialists have advised that the payout had been scheduled as in my previous message. As with the public nature of the BBB any discussion about which bank account a payout has gone to cannot be undertaken. What I can advise is that the payout went to the bank account that was attached to the store. The accuracy of account information is the sole responsibility of the Account Owner. If you still have questions please reply directly to the ticket you have with our Support Specialists and they will continue to work with you to resolve the issue.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 17/02/2025

  I have still not received my money it was said to be sent on Jan 15th and February 11 but they are not responding or sending my money they keep lying to me and the bbb

  Business Response

  Date: 28/02/2025

  Hello ********, 
  

  ***** here again from Shopify. 
  You were told that the Money was sent, which is what we were seeing in our systems. The issue was that our **************** were having an issue with the payout in a backend system that we could not see. Our Payment Specialists have been working on this for you and are reaching out to you to advise when the money will be deposited directly. They have advised me that the payout is scheduled for release today.
  

  Regards 
  *****
  

  
  

• Initial Complaint

  Date:12/01/2025

  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 husband tried signing up for shopify under a special they had end of 2023, he started and never complete the webpage. He doesn't remember the log-in information nor the email he uses. We have been getting bill for over a year, we tried all the ways possible to try to get in touch with this company, all attempt ask that you sign in and that's the issue we are having, we can't sign in. Yet, monthly we are paying $39. We contacted our bank and tried stopping the payments that way, but Shopify provided information that it's being charge correctly. Please, I don't know what else to do at this point. We want them to stop charging us the $39 monthly. All their contact information is pointing you to log into your account. There's no number, no email, nothing to help someone in my case. I'm requesting for a representative to reach out to me so they can help me cancel this thing. It's been a total nightmare trying to get in touch with anyone from the company. Is this even legal what they doing?

  Business Response

  Date: 17/01/2025

  Hello Yandy,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your payment issue.
  
  To assist you further, I need some additional information regarding your account. Could you please confirm the email address associated with the Shopify account in question? Additionally, please provide the *** of your .myshopify.com store and specify which store you are referring to. Without this information I wont be able to review which store needs attention.
  
  Once I have this information, I will continue our investigation. If you have any questions, please feel free to ask.
  
  Thank you,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 17/01/2025

  Complaint: 22801137
  
  I am rejecting this response because:
  The representative has not provided a direct contact or email address to resolve this issue. Additionally, he did not thoroughly review the entire complaint, despite my clear statement that, "He doesn't remember the log-in information nor the email he used," and that the store was never created. He is now asking me for that information, which we do not have.

  
  The only detail I can provide is the account number that the company is billing every month. We are at a loss for what else to do to get these charges to stop. I have attached the billing statement for your reference.
  Please advise on how to resolve this matter promptly.

  Please provide an email to solve this issue.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 29/01/2025

  Hello Yandy,
  
  I appreciate your prompt response to my previous email. However, without access to the specific email or the name of the store created by your husband, it is challenging to identify the account in need of cancellation.
  
  I have collaborated with our Billing team to create a plan to help you locate and close the old account. I have sent you a follow-up email and created a support ticket with Ticket ID #******** to escalate your request to our ******************* who will offer additional assistance in closing the account.
  
  To proceed, please provide us with at least one 9-digit invoice number associated with the recurring charges. You can find this information on your bank statements, or your bank may also be able to assist you in retrieving this information. Specifically, please request a screenshot from your bank showing the charge. The Shopify billing charge will typically be listed as SHOPIFY*123456789. If the full invoice number is not visible, you may want to check on a desktop computer or reach out to your card issuer for assistance, as mobile apps often do not display full details.
  
  The required screenshot should include the following:
  
  - The full 9-digit invoice number
  - The date of the charge
  - The amount charged
  
  I noticed that the *** you shared contains partial invoice numbers, but one digit is missing. Once you have the complete information, we can escalate the ticket and assist in closing the account.
  Additionally, if your husband can recall any email addresses he has used in the past, he may be able to locate his account independently by using the "Forgot your Store?" tool. *******************************************************
  
  Please follow up on Ticket ID #******** so that we can further assist you with the store closure.
  
  All the Best,
  Kody | Operations Lead, Shopify

• Initial Complaint

  Date:11/01/2025

  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 would like my Shopify to be unbanned and reactivated, I did my first clothing brand drop and after a day I was banned for no reason given. I have orders to get to and this is stopping me and I want my store back immediately!

  Business Response

  Date: 16/01/2025

  Hello Jaden,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your store.
  
  To assist you further, I need some additional information regarding your account. Could you please confirm the email address associated with the Shopify account in question? Additionally, please provide the *** of your .myshopify.com store and specify which store you are referring to.
  
  Once I have this information, I will continue our investigation. If you have any questions, please feel free to ask.
  
  Thank you,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 16/01/2025

  They asked for my email for my acc it is ************************

• Initial Complaint

  Date:11/01/2025

  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 am filing this complaint regarding Shopifys handling of my account and recent payment disputes, which I believe have been mishandled in a way that violates the terms of service and the trust I have placed in the platform.On January 3 2025, my account was flagged, and my payment was placed under investigation. As a result, the funds were withheld, and I have been left with no clear explanation or timeline for resolution. I have reached out to Shopifys customer support multiple times, only to receive vague responses, with no definitive resolution or explanation of why this decision was made.I was advised by Shopify representatives to wait, but no specific timeline was provided, and the situation remains unresolved. The lack of communication and clarity has caused significant stress, financial hardship, and disruption to my *********** addition, the account was not fully verified and confirmed to actually accept payments from clients, but instead they have authorized the processing of the ** of my client and one day after, theyve closed my account without any reason. I am being told to ask my client to file a complaint, which feels both inappropriate and unfair, as I did not initiate the issue.Request for Resolution:A full, detailed explanation of why my account was flagged and why the payment was placed under investigation.A clear and actionable timeline for resolving this issue.Immediate release of the funds by refunding it to the payee. I am requesting your immediate intervention to help resolve this matter promptly. The ongoing delay is severely impacting my business operations, and I am seeking a fair resolution.

  Business Response

  Date: 17/01/2025

  
  Dear Reign,
  
  I hope this message finds you well. My name is ****, and I'm the Operations Lead at Shopify.
  
  I wanted to inform you that your store has been successfully reinstated as of January 17, 2025.
  
  Regarding your store, fpd0ks-n8.myshopify.com, we initially notified you via email on January 6, 2025, at 7:46 AM with the subject line: "Termination of your Shopify Account | fpd0ks-n8.myshopify.com." In that correspondence, we explained that our review of your account revealed a violation of our Acceptable Use Policy (AUP), which led to the closure of your store. Following this, you submitted an appeal acknowledging our notification. Your store was then reassessed by our Merchant Trust team, resulting in its reinstatement on January 17, 2025. For more details, please refer to ticket number d2a42f1c-2c8e-4267-b2ec-88ad5f93c74a, which includes additional insights from our Merchant Trust team.
  
  Additionally, the payouts that were held during the review process are a standard procedure when a shop is flagged for evaluation. The held funds were subsequently applied toward any outstanding chargebacks. Our Merchant Trust team has already communicated this information to you via ticket d2a42f1c-2c8e-4267-b2ec-88ad5f93c74a.
  
  At this point, we consider the issue resolved on our end. If you have any further questions or require assistance, especially regarding the payment hold or your store, please reach out to the Merchant Trust team using ticket d2a42f1c-2c8e-4267-b2ec-88ad5f93c74a. They possess the most context on this matter and are best equipped to assist you.
  
  Thank you for your understanding.
  
  Best regards,
  Kody | Operations Lead, Shopify
  
  

• Initial Complaint

  Date:11/01/2025

  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 have been a customer of ********************** since 2020 and in 2022, Shopify for no reason discontinued my payment processor. When I tried to contact them, I got no response. Finally, I was sent a email with instruction to verify my business, I responded and never got a response after. I was forced to get a 3rd party payment processor where now i have to pay extra fee's all while still paying transaction fee's to shopify b/c I have to get a 3rd party processor so that I won't have to shut my business down. When they initially disabled my payment processor I had to cancel and refund $12k worth of orders. I also had a payout due to me that was never paid out. I've been trying to get a representative or a manager to contact me for 3 years and every time I speak to customer service via chat b/c that's the only way to reach customer service; I'm told my case will be escalated and someone will contact me. Well, guess what no one has contacted me and shopify is charging me transaction fee's for a 3rd party payor, taking 2% and is billing me an additional ****** b/c of a payment threshold that I have no clue what that is. I have a basic what should be *****, but I'm charged ***** a month on top of all those fee's. I am definitely switching platforms b/c the customer service is horrible and all of these hidden fee's are ridiculous. They cancelled my payment processor without warning or notice and now want to charge me an outrageous amount of fee's and refuse to respond to my request to respond.

  Business Response

  Date: 16/01/2025

  Hello ********,
  
  My name is ****, and I serve as an Operations Lead here at Shopify. I appreciate you bringing your Shopify Payment dispute to our attention.
  
  I wanted to inform you that I have reached out to the Merchant Trust team regarding your case. They are currently reviewing your claims and will be reaching out to you within the next few days to provide further assistance.
  
  Regarding third-party transaction fees, these are charges incurred for each transaction processed through a third-party payment provider. These fees are associated with the integration costs for Shopify's collaboration with external payment services and vary based on the subscription plan you select. For detailed information on third-party transaction fees, I encourage you to refer to our Shopify ************ ************************************************************************.
  
  Please keep an eye out for an email from the Merchant Trust team regarding your Shopify Payments appeal. They are well-equipped to assist you with any further issues and questions you may have.
  
  Thank you for your patience, and dont hesitate to reach out if you need additional information.
  
  Best regards,
  Kody
  Operations Lead, Shopify
  
  

  Customer Answer

  Date: 17/01/2025

  Complaint: 22797572
  
  I am rejecting this response because:

  For the past now 3 years I have been told that someone would or will be reaching out to me with whatever explanation and possible way to resolve my issue and no one has ever. I'm always told to look out for an response. At this point I no longer will accept just a email response. I would like a call and a email response. The extra step needs to happen because it has been 3 years. If I am rejected for whatever reason I need to be allowed to rectify the problem. So, no I do not just accept the response someone will get back to me bc, again it's been 3 years with no correspondence, however I can recieve a correspondence when it's time to pay a bill or when you're taking unexpected fee's from my account. I will no longer tolerate being passed around and given a general statement to pacify me. The **** is steadily being passed and I am DONE.
  
  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 23/01/2025

  Hello Shamille,
  
  This is Kody the Operations Lead from Shopify.
  
  A member of our Merchant Trust team reached out to you on January 17, 2025, regarding ticket ID: ************************************. They requested additional information to review your account, specifically:
  
  1.Your current payment gateway and the duration of your relationship with them.
  2.Your overall chargeback rate, as well as the chargeback rate for the last six months with the current gateway.
  
  You provided a response to question 1, but we did not receive any information regarding the chargeback rates. Following their review, our team has concluded that, while we appreciate your interest in using Shopify Payments, your business has been assessed as presenting a level of risk that cannot currently be accommodated by our payment gateway.
  
  When you inquired about the reasons for this decision, we clarified that although we cannot disclose specific details about our internal review processes, several factors contribute to the assessment of Shopify Payments eligibility. These factors include, but are not limited to, chargeback risk, order fulfillment practices, the nature of the products or services offered, and your payment processing history.
  
  Its important to note that this decision does not impact your ability to use Shopify as a platform. The next step for you is to select a different payment gateway. You can find a list of available third-party gateways here:***********************************************************.
  
  Currently, we are not able to provide follow-up phone calls from management. If you have any further questions regarding this matter, please continue to communicate through ticket ID: ************************************, as our Merchant Trust team is best equipped to assist you.
  
  Thank you for your understanding.
  
  Best regards,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 27/01/2025

  Complaint: 22797572
  
  I am rejecting this response because:
    I sent in a response to both question 1 and 2 on Jan 18, 2025 (9 days ago) I sent a screenshot, so to continue to lie to say you all never received it is why I don't believe or trust anything said. This has been the issue from day 1. I send in my responses and you refuse them, then say I didn't respond.

  Sincerely,

  
  ******** ******

• Initial Complaint

  Date:10/01/2025

  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 am writing to express my frustration regarding an ongoing billing issue that requires immediate attention. Several months ago, in 2024, my store experienced downtime, during which two charges in addition to the store fee were applied. One of these charges, related to Beauty Clout, was for a service I had cancelled, yet I continued to be billed.Despite multiple attempts to resolve this matter by contacting Shopify, I have not received adequate assistance. On December 11, I paid the full balance of $88.98 and subsequently resubscribed to the $39.99 plan, as well as the dropship service for $19.99. My store operated without incident until January 10, 2025, when I encountered further issues and was again asked to pay the balance of $88.98.I have reached out through Shopify's chat support and have spoken to several representatives, including a manager, but unfortunately, I was disconnected without resolution. As a result, I am compelled to file a complaint with the Better Business Bureau and seek resolution of my balance.I hope for your prompt attention to this matter.

  Business Response

  Date: 11/01/2025

  Hello *******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your billing fees.
  
  To assist you further, I need some additional information regarding your account. Could you please confirm the email address associated with the Shopify account in question? Additionally, please provide the *** of your .myshopify.com store and specify which store you are referring to.
  
  Once I have this information, I will continue our investigation. If you have any questions, please feel free to ask.
  
  Thank you,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 12/01/2025

  Complaint: 22796138
  
  The email address is *****************************************

  *********************. 
  
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 15/01/2025

  Sorry I thought I provided the email ************************ and the site is name *********************.

  Business Response

  Date: 23/01/2025

  Hello *******,
  
  Thank you for reaching out to us regarding your billing issues. I understand your frustration, and I appreciate your patience as we work to address your concerns.
  
  Upon reviewing your account, I see that the pending charges on your invoice relate to the following billing cycles:
  
  - Beauty Clout: April 29, 2024 - May 29, 2024 ($29.99 USD)
  - Dropship Beauty: May 19, 2024 - June 18, 2024 ($19.99 USD)
  - Basic Subscription: $39.00 USD
  
  It appears that your subscription for Beauty Clout was only officially canceled on May 29, 2024, which explains the charge for the aforementioned billing cycle. I encourage you to check that any apps you are not using are removed from your account, as any paid apps remaining active will continue to incur charges once you reactivate your store.
  
  Please note that adjustments to app charges can only be made by the app partners themselves. Therefore, if you are seeking refunds or credits for the Beauty Clout charges, you will need to contact them directly. 
  Regarding your note about your store's downtime and subsequent charges, I want to assure you that the charges you've incurred align with the periods your shop remained operational and with the paid apps still installed. The "canceled" status shown is likely a result of your shop being frozen due to unpaid invoices.
  
  All the best,
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 23/01/2025

  Complaint: 22796138
  
  I am rejecting this response because: I would like to bring to your attention that I settled this bill on December 11, 2024, for the invoice period mentioned in the response from Shopify. Unfortunately, my store was not active for a complete 30 days before it was suspended due to an outstanding balance that I have already paid. This is the crux of the issue. I waited for two weeks to receive a reply from Shopify regarding charges that had already been addressed, indicating a lack of clarity on their part. 
  
  To clarify, the bill was paid on December 11, 2024. Therefore, I should not be responsible for any additional charge beyond the already settled $89.00. My current balance should reflect only the $39.99 for my monthly subscription. Thank you for your attention to this matter, and I look forward to your prompt resolution.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 23/01/2025

  I also attached my payment method for their review. 

  Business Response

  Date: 27/01/2025

  Hello *******,
  
  Thank you for reaching out to us regarding your billing issues and providing some examples.
  
  Upon reviewing your account, our stance per our last follow up has not changed. The pending charges on your invoice relate to the following billing cycles:
  
  - Beauty Clout: April 29, 2024 - May 29, 2024 ($29.99 USD)
  - Dropship Beauty: May 19, 2024 - June 18, 2024 ($19.99 USD)
  - Basic Subscription: $39.00 USD
  
  It appears that your subscription for Beauty Clout was only officially canceled on May 29, 2024, which explains the charge for the aforementioned billing cycle. I encourage you to check that any apps you are not using are removed from your account, as any paid apps remaining active will continue to incur charges once you reactivate your store.
  
  Please note that adjustments to app charges can only be made by the app partners themselves. Therefore, if you are seeking refunds or credits for the Beauty Clout charges, you will need to contact them directly. 
  
  Regarding your note about your store's downtime and subsequent charges, I want to assure you that the charges you've incurred align with the periods your shop remained operational and with the paid apps still installed. The "canceled" status shown is likely a result of your shop being frozen due to unpaid invoices.
  
  All the best,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 03/02/2025

  Complaint: 22796138
  
  I am rejecting this response because: Lets try this for the 8th time I would like to formally address the recent charge of $88.00 that has appeared on my account. This amount was already paid on December 11 and was billed to my credit card, so I believe there has been a misunderstanding. I kindly request that this duplicate charge be examined and resolved, as I should not be responsible for another payment of $88.00. Thank you for your attention to this matter, and I look forward to your prompt response.
  
  Sincerely,
  ******* ********

• Initial Complaint

  Date:10/01/2025

  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.

  My store has been deactivated on Shopify for months. However, they are still charging me a subscription of *****. I have visited the help center to get refunded and my subscription canceled on two occasions. Both Shopify agents ****** and ***** both told me I would be refunded, the payments would stop, and they raised a ticket so it will be handled. The first occasion was December 6th where I had a chat with ****** but they charged me again on January 6th. I then visted the help ****** once again with ***** and was told I would be refunded. Thats obviously not the case, I havent received any emails from Shopify trying to take care of my situation. This has been an issue for a month now where I havent heard any information from them.

  Business Response

  Date: 14/01/2025

  Hello Aianna,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your experience with the billing on your deactivated Shopify store.
  
  I can see that your request has been escalated to our Billing Team under ticket ******** and is in their queue for review. Our escalated teams are currently experiencing higher than normal wait times, resulting in slight delays. I will be monitoring ticket ******** to ensure it gets looked into as soon as our Billing team is able to.
  
  We appreciate your continued patience. If you have any other questions, please reply to that ticket.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 14/01/2025

   
  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,
  
  ****** *******