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:19/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont know what the problem is all I know is that all the stores become terminated. No reason given. Cant access anything after that. I feel this is some type of retaliation going on due to personal hardships

• Initial Complaint

  Date:17/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify blocked my site is forcing me to pay three years in advance to reactivate my site.Because I took a three-year plan and now cannot have my site activated until I pay the three years in advance plan.I can pay for one year in advance but not three.I cannot have this choice by shopify and find this bullying.i have been ignored when asking to speak with a supervisor it just gets flushed by people around the world who do not have any way to help and am refused a supervisors help.I have asked the shopify agent to send me information to recuperate my content and artwork which they flat out ignore. Shopify has become a monster that cannot be tamed any longer in terms of ethics.Please help.

  Customer Answer

  Date: 18/07/2025

  The phone number provided for this business is inoperative meaning that there is no one who picks up the phone and actually the number that the BBB has in not in service.

  This business has a head office in ****** but they do not receive walk in clients, it's a front company.

  I have had problems with emails and since 2019 since I started with Shopify, I have received maybe a handful of emails because a friend who emailed me through the site - I never got the contact.

  There is no way to get true help from this company but people in faraway countries who are very ill versed in helping with details of the store.

  In renewing my plan, I cannot take advantage of the 1 dollar per month like everyone else. I have to pay three years' worth of servie and if I don't, they closed my store that is mainly copyright material and artwork.

• Initial Complaint

  Date:15/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Shopify Payments account was deactivated without a valid reason, and my earnings were frozen. My store has been active on Shopify since March 12, 2025. On April 11, Shopify applied a 10% rolling reserve on all payouts, meaning 10% of every transaction would be held for 90 days. I accepted this and continued operating in good faith. That reserve was supposed to be released around June 15. Instead, on July 14, Shopify deactivated my Shopify Payments account without prior notice, and froze all pending payouts for 120 days (until November). This came just as the initial reserve was due. My chargeback rate is only 0.3% (2 chargebacks total), far below Shopifys stated threshold of 1%. I appealed, explaining my clean record, but was told vaguely that I was too risky with no details or metrics to support this. My business sells fashion products through Shopify, and I fulfill all orders promptly. I have a full-time customer service agent who handles refunds and complaints professionally. There has never been any fraud or abuse. Yet Shopify froze my cash flow without warning or reason, even after I complied with their initial reserve policy. This is not just about withheld money it's about trust and fair treatment. Shopify continues to allow my store to operate, but removed my access to their payment system, affecting fulfillment and customer satisfaction. Im requesting a full review, a proper explanation, and the release of my held funds. Shopify support has failed to offer a reasonable response, leaving me no choice but to escalate through the BBB.

  Customer Answer

  Date: 18/07/2025

  I see that the email i provided is the wrong one. The email that is connected to my shopify account is ***************************************** The ticket id is still the right one.
  
  Furthermore, i still havent heard back from them

• Initial Complaint

  Date:15/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to follow up on an issue that has now been ongoing for over a month. On June 11, ********* rejected a payout due to risk concerns and confirmed that the funds would be returned to my account. However, the funds have still not appeared in my Shopify account.Can you please explain:Why has the transaction not been processed back to Shopify yet, despite the bank rejecting it over a month ago?What steps are Shopify taking to resolve this issue promptly?When can I expect the funds to be returned to my account?I am eager to have this matter resolved as quickly as possible.

  Customer Answer

  Date: 17/07/2025

  It has now been over a month since my payout was rejected by ********* due to risk concerns. I have yet to see the funds returned to my Shopify account, nor have I received any clear communication regarding the status of this issue.
  
  
  Please provide clarity on the following:
  
  
  Why is there such a significant delay in processing the rejected funds?
  
  
  When can I expect the funds to be returned?
  
  
  Will this issue affect my other pending payouts, and is there anything I need to do to resolve it?
  Counterparty name PAYMENTS BT Transaction amount ******** HKD Transaction time 2025-06-04 08:10:06.348 Transaction ID ************************************
  
  
  2025/06/03 16:10:06 *********** ******** HKD

• Initial Complaint

  Date:15/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for over a year to get Shopify customer service to give my access to my shop since my domain was transferred and Shopify broke the link to my stores email. I cannot access my account to stop the billing on it and have contacted them over a dozen times to please let me in or give me the receipts of what is being charged and no one will help me. They keep escalating but its been a year. I dont have accesss to my email because i need them to fix the domain problems since they bought my domain. See my inbox full of tickets an no resolution. I cannot believe they wont let me take my card off!

  Customer Answer

  Date: 17/07/2025

  They closed my chats which is what happens when they are going to stop contact in my experience. 
  I emailed the security team  asking when will I have access because its been two days since I verified my identity. 
  I included screenshots and I cannot get access to my chat thread with the Shopify advisors anymore either

• Initial Complaint

  Date:13/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify accepted us to accept payments from clients on their platform, after our very first payment they deactivated our account citing "potential fraud concerns" we gave them everything true valid and everything they requested. There was no "fraud" but anyways, so with them deactivating our account, they stole our money, ***** ever told us when or if we would get it bac we attempted to have the amount refunded to the client so they could just pay us another way, but shopify refused to tell us anything and proceeded to tell us that the payment wasn't eligible for a refund, WHAT??? Long story short they stole our money and held onto it now for 6 months, and guess what? low and behold, there was no fraud and the payment was never disputed and it was a valid payment, so i get an email saying it will be deposited within 1`-3 days, so they clearly realized they were wrong and instead of apologizing or saying anything at all really, i just got a form letter email saying i'd get the payment within a few days. I do not have that bank account anymore, and this has been over 2 weeks, i;ve chatted with about 10 different ***** they all say "you need to deal with a speacial team to change your bank account detials (as I cant just simply update it online on their platform because they closed our account) it's now been two weeks of me contacting them everyday and they feel it's appropriate not only to steal our money and tell us nothing for 6 months, but on top of waiting 6 months for them to realize they were wrong now im waiting weeks just to get someone to contact me back and pay us? This company literally refused to tell us anthing and we literally thought the money was just stolen. Now they add insult to injury and play games with the payment? I want you guys to change my bank account details so I can get the stolen money back, it's sad that I have to go this route to get help when you simply could have had someone answer me back any one of my 14 chat sessions.

  Customer Answer

  Date: 23/07/2025

  I have not heard from this company whatsoever.

  Customer Answer

  Date: 23/07/2025

  I have not heard from this company whatsoever.

• Initial Complaint

  Date:12/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a refund back because your not helping me for the last few months. I can't login to my account and I been verify with stripe so please stop sending me emails to get verify. Can someone help me now. No access to chat so I had to open another shopify account. How come they will not disable the 2 step, I have been writing them for months now, why is no one doing anything about this, why do I always have to contact you. my new number change on my new account. I have a new number ************ and having issue with the code since my number change. Please change my number and disable 2 step. my email is ************************ Is there a manager available now who can fix this issue. Store: bargainsallday-8620.myshopify.com

• Initial Complaint

  Date:11/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im locked out of my Shopify store because the email address used to create the account ********************** is tied to a domain I no longer control.Shopify's current support system requires login to access human help, but I cant log in since I cannot receive the login verification code. Ive tried the chatbot, email (no longer supported), and ******* (no response), with no ********** store URL is: pkjm9s-ys.myshopify.com.I am the verified owner, and I need to either: update the account owner email to one I can access or cancel the store and stop billing I am willing to provide ID, card info, or any verification needed. I am currently being charged and have no way to stop it through normal means. This is affecting my business and finances. Please escalate to Shopifys account integrity team.

• Initial Complaint

  Date:11/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: #PATRON4726 ******************************* The merchant Patron ************ Bargains is fraudulent!! They used my order information to enroll me in a VIP membership with Astro bargains which I never agreed to or was aware of. They charged me $29.99 this month and apparently set up a recurring charge! I sent an email but there is no way to stop the charges from happening on their website, this is so frustrating!Also, I placed the order 21 days ago - their website says orders are shipped in 1-2 days, but mine still hasnt even been shipped. Im starting to think this entire company is a scam!!! I wish I didnt give them my card information because now it seems the only way to stop these fake membership fees will be to cancel my card!I tried to report this on the Shopify help platform but after filling everything out, the platform wouldnt let me submit the issue because it had been under 30 days since the order was placed.

• Initial Complaint

  Date:11/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/1/25: received a text message (see screenshot) saying "thanks for your order" with a link. I found it to be suspicious so I did not click the link but rather logged into my banking app and saw a charge for $363.09. On my computer I typed in the link and was brought to a website saying I purchased 7 kitchen sink faucets. I did not make this purchase so I cancelled my debit card and contacted my bank. My bank is still investigating but recommended I contact Shopify directly. When I try to revisit the link to the order confirmation the webpage no longer exists.7/11/25: I reached out via chat to Shopify (see screenshots) and received no help. I filed a police report today regarding these fraudulent charges.I am owed a refund for this fraudulent charge.