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: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.

  On the morning of July 8th I noticed a red banner at the top of my account stating "Payouts are paused. Update Shopify Payments account details to resume payouts". I then updated my payment information. The next morning, we didn't receive our payout, so I reached out to customer service to see what was going on. The Support Advisor told me "This can be solved quickly here, kindly follow this guide as we just need to re-input the payment details for the bank currently connected on your Shopify payments by following this guide here:"I followed the guide, and the Support Advisor confirmed that I had done it correctly and let me know that "all that's left is to wait within 48 hours for your bank to be advised of this and reflect the change on the admin for your payouts to be resumed". It has been well over 48 hours and the banner is still on my account and payouts are still paused. This is greatly affecting my business as I cannot fulfill orders.

• 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.

  I am filing a complaint against Shopify****** regarding $95.12 held in my Shopify Balance account. I never activated the Shopify Balance card they sent me, and I made the decision to close my store due to excessive fees and limited support ********* no point was I clearly informed that closing my store would lock me out of accessing funds I had earned. Now, Im being told I must reactivate the account and pay $39 just to access my own money. That is completely unacceptable.I have reached out to Shopify support requesting the release of my funds, but have only received vague policy responses. This feels like a predatory and deceptive practice, and I believe they are intentionally making it difficult for former users to access their earned income in hopes of forcing them to reopen paid accounts.I am requesting that the $95.12 owed to me be mailed via check to the following address, since I do not have access to a Shopify Balance card or account:***** ******** ******************************************************************************* I am asking the BBB to assist with a resolution and prevent this from happening to other users who close their stores and unknowingly lose access to their funds. This is due to an email from Shopify, **** on 07/02/2025.Amount in dispute: $95.12

  Customer Answer

  Date: 23/07/2025

  Subject: Update Regarding Shopify Payout Complaint ID: ********
  
  Dear BBB Representative,
  
  I am writing to provide an update regarding the complaint I filed against Shopify.  Please find attached my emails to & from Shopify.
  
  As of [July 23, 2025], the amount of $95.12 has been deposited into my account. While I am relieved to have finally received the funds owed to me, I would like it noted that this resolution only occurred after considerable delay and lack of adequate communication from Shopifys customer support team.
  

  I am requesting that this update be attached to my complaint for recordkeeping and documentation purposes, as I believe it is important to maintain transparency and accountability in case of any future issues with this company.
  
  Please let me know if any further information is needed on my part.
  
  Thank you for your time and continued assistance.
  
  Sincerely,

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

• 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.

  I submitted this complaint regarding the recent termination of my account on July 04, 2025, and Payouts. It has been over a week since I filed the appeal, to reopen my account or access to Admin Section to process refunds/cancel the transactions. I have not yet received any updates regarding my appeal. Additionally, I was expecting a payout to be deposited into my account July 11, 2025 amount of usd$797, but it has not been processed. Im concerned that the termination may be affecting this payment. Im also currently unable to issue refunds, which is impacting my ability to support my customers. I am requesting from ******************** to process my Payouts. Store ************************************* Ticket ID: ************************************

• 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 filing a formal complaint against Shopify for failing to properly handle a serious issue with a Shop seller, Tresses Beauty Supply.I placed an order on June 21. After receiving no updates, I requested cancellation on June 27 and contacted the seller multiple times, but received no response. One of their listed emails even bounced back. The item wasnt shipped until over two weeks later, and only after I opened a dispute with my ******* that time, I no longer needed the product. I refused the shipment yesterday (July 10) and the unopened package is now being returned to the seller via ****. I informed Shopify of this and requested assistance in receiving a full refund. I paid $7.61 on my debit card and used $7.79 in Shop credit, totaling $15.40.Despite my repeated efforts, Shopify has done nothing to resolve the issue or hold the seller ************** requesting that the BBB take action and pressure Shopify to issue a full refund and ensure sellers like this are properly monitored and held responsible for poor business practices.

• Initial Complaint

  Date:10/07/2025

  Type:Delivery 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.

  *** ordered through a website on Shopify. When I placed my order through there site called flyandfaithful I was never asked for an email, only a number. Ive been having issues with this company and wanted to file a compliant. I went to file a compliant on shopify website and it doesnt allow me. It says that this order is less than 30 days old and that the email doesnt match. But I was never asked for email when placing order only number. I would to file a complaint against company I ordered from because they arent following their policys, theyre talking bad about me and ignoring my messages to fix any issues. Please reach out to me so I can submit a compliant and get refund for my order that I have not got. This is message I want to submit on shopify against flyandfaithful. I ordered my cup on July 3rd, and my cup was made late that night. Their shipping policy states 1-5 for processing. Its been 5 business days and I received no notification of my item shipping. Ive messaged them to ask about my item shipping on TikTok, and they were also live at the time so I was watching as well. They then proceeded to talk bad about me, with the one owner Nat stating bro and then making comments to her husband about how I asked for shipping information. Her husband then went on and complained about me on TikTok live stating they arent obligated to post cups after Ive asked numerous times to receive a video of my cup to see final product so I can see lava flow and I was ignored constantly while he responded to others. Ive been patient, while this business has bashed me on live, and been unprofessional. Ive made numerous attempts to see my cup, receive a video, because when they showed it on live it was shown for a few seconds to where I could only quickly glance at it. At this point, I want my cup to be shipped or a refund because the policy isnt being followed as stated in the SHIPPING POLICY.Two of my orders has not been shipped out yet.

• Initial Complaint

  Date:09/07/2025

  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.

  Shopify stopped paying me the money I earned since February 2025. It is now July and I have contacted support six times and have been told every time that someone from the correct department will email me and I have never received an email about it. The company said I needed to upload information from the *** confirming my EIN. That has been done for months. Not only are they holding my funds, but I had also paid for a year in advance last September and have had to build and pay for a new website so that I can continue conducting business. I would expect Shopify to send me the payout that is long overdue. If they need to verify my EIN, the paperwork has already been uploaded. I also feel that I should be reimbursed the prorated value of the year long subscription as the platform I paid to use was not usable as agreed after payouts were stopped.

• Initial Complaint

  Date:09/07/2025

  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.

  Unless you pay for premium Shopify plan you receive only bot support. I have been trying for over 6 months to get a payout from my closed store for a measly $60.82 due to Shopify locking my account. After many promises of an email to resolve I hear nothing. It may be an easy resolution, or something I did not do while closing my store, but they do not respond. The store name was Wild Hare Colorado Due to their lack of customer service, I have no way to escalate other than to contact you and hopefully you can help.Thank you,TS

  Customer Answer

  Date: 30/07/2025

  I have not heard from them either.  I will try again to reach them next week.  thank you

• Initial Complaint

  Date:09/07/2025

  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.

  Our business was notified April 28th by email that we needed to provide sensitive information regarding the status of our business. Suspecting a scam, I chatted with a support chat bot that stated they had no record of that conversation so I reported it as spam and updated our security features. May 7th (Ticket #:57265877) we were notified that our business was terminated. We responded to the email, requesting more information about why we were terminated, but were told to file an appeal. We submitted appeal information May 9th and received a confirmation email. We contacted Shopify support chat numerous times, asking for the status of our review, a phone call to discuss, our sales/customer lists, and if the orders placed before termination would be refunded or if they could provide us access to the customer names to reach out. We were initially told the review process would be 3-7 business days. We contacted Shopify support chat for updates without success: May 22nd (Ticket #:57611959), May 23rd (Ticket #: ********), May 26th (Ticket #: ********), June 4th (Ticket #: ********), and June 5th (Ticket #: ********). June 10th we received an email requesting tracking information on our orders, but we cannot access the information as it is on our terminated Shopify account. We responded twice to the email with no response back and initiated another support chat without resolve (Ticket #: ********). We have contacted Shopify support chat again June 24th (Ticket #: ********). We received an email June 25th that our banking account was terminated due to inactivity within our site. A support chart was initiated June 25th (Ticket #: ********) to explain why we were inactive. An email was received from a "Support Specialist" stating the same thing. We replied to the email, but never received a reply back. Another support chat was initiated July 8th (Ticket #: ********). We still have no updates, cannot access our sales or client lists, and have not spoken to an actual person.

  Customer Answer

  Date: 26/07/2025

  We have received an email from Shopify that our business has been reinstated. However, we are unable to transfer our remaining balance from our Shopify account to our business banking account. We no longer want to utilize Shopify due to their outrageously difficult customer service and support process, but we would still like our money earned. 

• Initial Complaint

  Date:09/07/2025

  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 beyond frustrated with your handling of my account. My funds have been frozen for 130 days with no valid reason or resolution. Your team keeps giving me excusesfirst claiming my card number was wrong, then saying I couldnt update it, and now saying you dont support it.Youve been using this ridiculous back-and-forth for far too long. My bank account has been used successfully for years on Shopify, but now its rejected with no explanation. I followed your instructions, submitted the requested information, and was told I needed permission to change my account. This was never communicated to me. Your team failed to clarify this at any stage, and now Im stuck waiting in limbo.Your excuses and lack of human support are infuriating. Ive been given nothing but automated responses and meaningless explanations. Youve had more than enough time to resolve this. It is beyond unacceptable that my business is being held hostage by Shopifys inability to provide actual help.I demand that you release the frozen funds immediately or provide a legitimate explanation for why this is still happening. If I dont have a satisfactory resolution within 7 days, I will be filing a formal complaint with the Better Business Bureau (BBB) and pursuing all legal avenues.This needs to be resolved by a real personnot another bot.Ticket ID: ************************************

  Customer Answer

  Date: 10/07/2025

  I am writing to express my severe frustration with the handling of my account, where funds have been frozen for over 120 days, now approaching 130 days, without a valid reason or resolution. I am appalled by the lack of human attention and meaningful communication I have received from your team, and the continuous shifting of excuses has reached a point of absurdity.
  
  
  When this issue first began, I was told that my card number was incorrect, which I quickly resolved. However, despite providing the necessary update, I was later informed that I could not change the card numbersomething I had never been told before. Then, Shopify claimed that my card number could not be supported, despite the fact that this card has been successfully used on your platform multiple times without issue. The inconsistencies in your responses are unacceptable.
  
  
  Furthermore, when I attempted to update my bank account information, I was made to wait for weeks with no progress. When I finally received a response, your team claimed that the delay was due to the fact that I did not provide permission to update the bank account via email. However, this requirement was never clearly communicated to me before, and to be told that this was the reason for the delay is both unreasonable and frustrating.
  
  
  The most aggravating part is that the bank account we are attempting to use has worked flawlessly with Shopify for a long time, and now, suddenly, it is being rejected without any valid explanation. The excuses, delays, and lack of transparency are beyond frustrating. Whats even more infuriating is that Ive received no genuine, human support or insight into resolving this issue. It feels as though I am being passed around from one automated response to the next, with no one genuinely reviewing or addressing my case.

• Initial Complaint

  Date:09/07/2025

  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.

  I have continued to always have an issue with Shopify Application. I even posted a review on ******. I have a small business and how I operate is through this platform Application. I make my updates on this application. Last night when I wanted to make changes it gives me a message to allow third party cookies to edit my website??? I contact the help desk and after 30 minutes or more of doing troubleshooting they couldn't help me. They insist it's my phone settings. But my phone settings are correct. But they dont realize it's the application. I told them if they dont resolve this i will discontinue with Shopify. I pay $54 a month to have this kind of glitch and service is unacceptable. Either they fix the issue or I will discontinue my website with them. I have been a business owner for years and never have I encounter constant issues with an application like this.