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:16/06/2025

  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.

  My account was closed with a remaining payout balance of $371.81 I keep getting emails that the payout is being sent but I no longer have access to the account that it is being sent to and the payout fails. Is there a way to mail me a check or change my banking information so that I can receive my funds? It should not be this difficult to obtain funds that I worked for and this has been on going for two years now, with help or resolution from Shopify.Please assist.

• Initial Complaint

  Date:15/06/2025

  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.

  My name is ******* ****** and I am the owner of *********************** out of ******* ******* *************. On April 15th 2025 Shopify paused our payouts. We received correspondence of required documents and information to resolve the issue. We provided all information in a timely matter. Shopify continues to hold out payouts. We have $3150.69 that has been sitting in the account for two months with no resolution. We are a small business that has only been open for 4 months. This has drastically impacted our business operations. We have incurred late fees, past due invoices, and delays in payroll. Recently, we were told via the chat function that changing our bank account information would resolve this issue. We did this twice and still no resolution. These practices are detrimental to small businesses who depend on ever dollar incoming. If the issue was about client safety we should not be able to use the *** services but instead Shopify has allowed us to continue to charge our clients. This is ridiculous. I will never use Shopify again or recommend anyone to use them. Their customer service is horrendous and they definitely do not deserve an A+ rating.

• Initial Complaint

  Date:14/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I installed the Langwill Translate app on my Shopify store. During the installation, the app offered a promotion:Pay $1 now to unlock a 1-month free ******** clearly stated that I would get 1 free month of usage after this symbolic $1 charge.I accepted and paid $1 but within just 30 minutes, my bank card was hit with a charge of around $40, and then shortly after, a pending charge of $72.77 appeared. These were completely unauthorised. I never saw any pricing page, nor did I approve these charges.I immediately contacted Shopify Support, provided full details and screenshots, and asked to cancel the transactions. I also uninstalled the app within the first hour to prevent further billing issues.Since then, another unauthorised charge attempt of $49.50 has also appeared. These transactions are still pending in my Shopify billing profile, and Shopify continues trying to charge my card every day. My bank is rejecting the charges, but they remain open and unresolved, which also affects other billing functions on my Shopify account.Ive been told by Shopify that the app developer (Langwill ) must stop these transactions. But ******** support replies that they did not receive the money and its Shopifys responsibility. I'm now trapped between the two, and nobody is taking responsibility, despite clear evidence and timely action on my side.This is absolutely unacceptable.I never agreed to these charges.I reported the issue immediately.I removed the app right away.And yet, nothing has been ******** a small business owner, I find this incredibly damaging, both financially and emotionally. I request:Immediate removal of all pending charges from my Shopify account.A full explanation of how charges could be processed without my consent.A system-wide review to prevent other merchants from being misled by deceptive apps like Langwill .

  Customer Answer

  Date: 28/07/2025

  Our situation and mine complain had been resolved by Shopify 

  Customer Answer

  Date: 29/07/2025

  The complain was resolved by Shopify, please close the complain 

   

• Initial Complaint

  Date:14/06/2025

  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.

  I received a legitimate email from **** with a legitimate tracking number The only information I have is that it is states the business as Shopify and the origin point of the package as ********************I did not order anything. The delivery address is a previous address that I moved out of four years ago.I want to know how my email address and previous physical address was obtained by Shopify, or one of its clients, and is now seemingly sending packages to that address. Was I charged for this? Do I have to track down all my credit cards and see if any purchases were made on any? Are Shopify stores running scams? Why does Shopify require me to create a shop account to contact them with claims and privacy issues?

• Initial Complaint

  Date:13/06/2025

  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.

  I was charged over $300 for a Shopify store I was never able to use due to a domain setup issue. I attempted to cancel, but Shopify required me to pay first. The final charge went through only after Shopify repeatedly retried my ****** account when I updated my payment method without notifying me. Support refused to escalate, citing the Terms of Service, even though I never accessed the services I paid for.

• Initial Complaint

  Date:12/06/2025

  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 canceled my account with this company and then a few days later they still took my money!! And now they are trying again!!!! My bank company will start charging me if they keep trying to take the money when I have no money for them to take!! And they have no way for me to contact them unless I have a account and they said they won't give refunds!!!! I can't get ahold of anyone but a robot chat message that keeps repeating it's self. I am so frustrated with this company ??

  Customer Answer

  Date: 16/06/2025

  This Shopify is STILL trying to take money from my account and it keeps getting declined cause I have no money in it ?? ?? ??  ******* is gonna charge me A LOT if they keep trying!! I get my disability put into my account and I have a overdraft, but it's only for emergencies. But if they tried to take it again, when I have that overdraft, then they're gonna get the money again. I can't afford to keep having this done.I don't know what to do ??????

• Initial Complaint

  Date:11/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a verified merchant operating on Shopifys platform. On April 29, 2025, a payout in the amount of $48,800.95 was marked as Paid via Shopify Payments, with the status indicating that the funds had been deposited into our linked business bank account.Despite this, our bank never received the funds.I submitted a support ticket to Shopify immediately and have followed up multiple times since late April. However, Shopify has failed to provide any resolution, follow-up, or proof of deposit (e.g., Trace ID, transaction reference number). Their support and accounts recovery team have been non-responsive and dismissive, which has placed a severe financial strain on my business.Evidence Provided:To support my claim, I have attached the following documentation:A screenshot of the Shopify Payouts dashboard showing the April 29th, 2025 payout marked as PaidA copy of my business bank statements from April and May 2025, which clearly show that no such deposit was ever received These attachments demonstrate conclusively that Shopify has not completed the payout, despite showing it as successful on their platform.Requested Resolution:Immediate issuance of the missing funds to our verified business bank account Formal investigation into the payout and the internal handling of this issue Written confirmation with the Trace ID or bank reference number used for the alleged April 29th deposit A formal apology and accountability for the lack of transparency and communication from their support team Why I Am Filing This Complaint:After over one month of unresolved communication, I am seeking assistance from the BBB due to Shopifys neglectful handling of a critical financial matter and their failure to uphold basic standards of customer service and accountability.This incident reflects not only poor customer service but a potentially serious breach of trust and financial integrity, and it deserves immediate attention and resolution.

  Business Response

  Date: 12/06/2025

  Hello *****, 
  
  My name is **** and I'm a Support Lead at Shopify. I understand that you have questions about a missing payout, and I'm happy to help you out. 
  
  Looking into the screenshots you sent me, the bank account in those screenshots does not match the account the payouts were linked to. Due to the public nature of the BBB, I've sent you an email, ticket 58139375 with more information and the reference ID for the payout, so you can trace it. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 18/06/2025

  Dear BBB,

  I have received a response from shopify after submitting a complaint regarding a scam and fraud experience with Shopify. Complaint ID ******** 

  Attached is my response and reply to their lead support specialist requesting to receive a direct number to contact them. It appears that Shopify is not addressing any of the fraud and scam issues and when I checked my complaint ID through the automated BBB system I received a message stating that Shopify is awaiting for a response from me.

  I tried to contact BBB directly but all telephones direct me to an automated system and there is no way of contacting a live support agent. Could you please provide me a contact number to either Shopify that can get me through or to an agent at BBB. My business is suffering and there is no way to get through to anyone and I need urgent support to solve these issues with my business and with Shopify.

  - *****

  Customer Answer

  Date: 18/06/2025

  Complaint: 23457499
  
  I am rejecting this response because:
  

  it is not addressing the issue.  I have addressed this with Shopify and have 5 different tickets on this.  I can't even get any answers about a ticket that I put in on them.  They blocked my account and can't get any access to my business account.  This is a scam and someone allowed someone to take out a loan for $20,000 on our business.  Now customer's are putting in orders, we are still liable for this $20,000 loan and we are not getting any contact from Shopify to help us with our issues.  Their response has nothing to do with the complaints.  They ask for me to put the statements up on Shopify and instructed me to update my banking information then started taking money out of our account.  There is no security with doing business with them.  
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/06/2025

  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 recently built a Shopify store and invested in inventory, purchased a domain, and paid for a Shopify subscription. Despite having compliant products, no sales activity, and no issues with Shopify Payments, my store was abruptly shut down without warning or a clear explanation.This action has severely impacted my livelihood. I made significant upfront investments, my store was in good standing and compliant with Shopifys terms of service. The sudden termination has left me with inventory I cannot sell and financial losses I cannot recover.I am requesting that Shopify reinstate my store and provide a transparent explanation for the shutdown and take the opportunity to address any *********** store and purchased domain are ********* / romelstor.myshopify.com I expect a clear resolution to this matter promptly. Do not hesitate to contact me directly via email to clarify anything otherwise please keep communications to BBB for their oversight.

  Business Response

  Date: 13/06/2025

  
  Hello ******,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead here at Shopify.
  
  I have collaborated with our Merchant Trust team to review your account and the associated information. I am pleased to inform you that your account has been successfully reinstated. Please be aware that such reviews are standard procedure, particularly for new accounts.
  
  Please be aware that when you login, you may need to select a paid subscription plan for your store.
  
  For any further inquiries or concerns related to your account, please direct your communication to the Merchant Trust team using Ticket ID: ************************************. They are best equipped to provide you with assistance and clarification.
  
  Thank you for your understanding and patience throughout this process.
  
  Best regards,
  
  Kody | Operations Lead, Shopify
  
  

• Initial Complaint

  Date:09/06/2025

  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.

  I HAVE BEEN LOCKED OUT OF MY ACCOUNT TWICE AND WITH NEEDING TO SEND PENDING OUT THIS IS ALREADY A PROBLEM.I NEED NOT ONLY TO PAY MY TAXES BUT TO SEND ORDERS OUT. I MADE A PAYMENT AND THIS COMPANY TURNED AROUND AND TOOK ANOTHER PAYMENTWITHOUT RESPONDING TO MY EMAILS FOR HELP. I SEE ALOT OF OTHER PEOPLE ONLINE SAYING THE SAME THING,ALSO SAYING SHOPIFY TOOK OVER THEIR STORE. THATS A PROBLEM TO SAY THE LEAST BECAUSE HOW WILL I KNOW ABOUT ORDERS PLACED AND PAID FOR AND HOW MUCH MY TAX OBLIGATION IS. I WANT AND NEED ACCESS TO MY STORE ASAP.

  Business Response

  Date: 12/06/2025

  Hi *******,
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  Thank you for bringing to our attention that youve been having trouble with two-step authentication, which has prevented you from logging in and running your business.
  
  Im pleased to inform you that our internal team has communicated with you via ticket ID: ************************************ with a resolution regarding your two-step authentication issue. Please refer to that ticket for any further inquiries, as our Account Security team is specially equipped to assist you with any questions you may have.
  
  Thank you for your patience and understanding during this process.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 03/07/2025

  The replacement card was never sent out. I had a problem getting into my account and that was solved but the card associated with my account was supposed to be here by the 26th of June and I never received it or any tracking information. I put in for another one because thats what the app told me to do but I am not confident I will receive that one either. 

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a UK-registered company, and a significant amount of our balance has been frozen by Shopify without any clear reason. I followed every step as instructed submitted all the required documents promptly, waited patiently, and received absolutely nothing in return. No updates. No explanations. No support.I reached out again, hoping for a response. Once more silence. It's as if the so-called "support team" doesn't even exist. This isn't a routine review. It feels like deliberate punishment. Like were being treated as criminals without trial, without justification.Shopify is acting like its above the law untouchable, unaccountable, and indifferent to the harm it's causing. This is not just poor service. This is arrogance. This is abuse. You take our money, offer no explanation, and leave us completely in the dark.The system is broken, and whats worse Shopify doesnt seem to care. Were not just numbers in a system. We are real businesses with real employees, and youre playing with our livelihoods.

  Customer Answer

  Date: 09/06/2025

  we keep a long cooperation with shopify . we use shopify as our platform . 

   

  Customer Answer

  Date: 10/06/2025

  We submitted the required appeal documentation a significant time ago, in full compliance with your requests. To date, we have received no confirmation of receipt, no update, and no indication that our materials were ever reviewed. to  shopify INC.

   

  Business Response

  Date: 11/06/2025

  Hello, Ali.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information that should be useful to you.
  
  Shopifys Terms of Service and Acceptable Use Policies are in place to protect the platform as well as consumers. You can reply to your ticket ID: ************************************ with your specific questions and your request to appeal any decisions made about your account. 
  
  In case you haven't received a personalized form, Ive included a link to the general form below. You can use this to dispute any actions taken on your Shopify store:
  **********************************************************************
  
  Filling in that form will be a more effective way to get your information in the hands of the specialist assigned to your case. Front-line support will be limited in what they can see and assist with; issues like you describe are best handled by specialists, so reaching out to them via the appeal form and replying to the correct ticket ID will be the most effective route forward for you.
  
  ****** C | Support Lead
  
  

  Customer Answer

  Date: 11/06/2025

  Complaint: 23443566
  
  I am rejecting this response because:
  Hello ******,
  
  Thank you for your reply. I appreciate you pointing me to the appeal form, but I need to clarify the full context of our case and urgently request a fair resolution:
  We are a UK-registered company that has successfully used Shopify for over a months .
  In Jun, 2025, we discovered that all payouts had been paused.
  Then , Prompt Submission of All Requested Documents
  Within 24 hours of notification, we submitted every document Shopify requested:
  Business Registration .
  Comprehensive Inventory Records & Supplier Invoices
  Shipping Confirmations & Tracking Details for orders in transit
  At no point did Shopify indicate that any document was missing or insufficient.
  Repeated Requests for Clarification Ignored
  Between Payouts paused ,  we contacted Shopify support many  times, asking: Do you need more evidence? Can we clarify any point? Each inquiry went unanswered or was met with generic links, not specific guidance.
  Immediate Completion of the Appeal Form
  As soon as we received the appeal link, we filled it out fully on June 10. Since then, there has been no substantive update from your specialist team.
  
  Shopifys termination notice labels our business as activity that is not, or that we suspect is not, a legitimate commerce practice. We have never been informed of any evidence to support this serious allegation. No transactions were flagged, no patterns of fraud identified.
  With our funds frozenwell past the 120-day reserve periodwe face severe cash flow issues, supplier disputes, and reputational damage. We remain committed to Shopify but feel unfairly penalized without due process.
  
  Our Requests:
  
  Full Human Review: Assign a senior specialist to review our submitted appeal and documents in detail.
  
  Evidence Disclosure: Provide specific evidence or examples that led to the illegitimate commerce determination.
  
  Immediate Release of Funds: If no concrete proof of fraud or policy violation exists, release our withheld payouts by June 15, 2025.
  
  We value our partnership with Shopify and want to resolve this promptly. Please confirm receipt of this email and provide a timeline for each of the above requests.
  
  Thank you for your urgent attention. I look forward to your detailed response.
  
  
  
  
  Sincerely,
  
  Ali ****** **** ******* ****

  Customer Answer

  Date: 27/06/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.

  Our store has been operating on Shopify for a long time, and throughout that time we have consistently conducted business legally, responsibly, and in good faith. The sudden and unexplained termination of our account came as a complete shock. We were not given any prior warning or opportunity to respond, and your recent email does not address our questions or clarify the specific reasons behind this decision.
  
  
  We fully cooperated with your verification process and provided all requested documents truthfully and promptly. We ask that you take a second look at the submitted materials and reconsider your decision, as we are confident that our business does not violate any Shopify policies.
  
  
  We also strongly disagree with the vague claim of high chargeback risk. If specific concerns exist, we are more than willing to work with you to resolve them. However, holding our funds for 120 days without any confirmed chargebacks is not only unfairit is harmful to our operations.
  
  
  We genuinely hope to continue our business on Shopify. We value the platform and want to rebuild our relationship based on mutual trust and transparency.
  
  
  Please reconsider your decision and allow us the opportunity to restore our store.

  Regards,

  Ali ****** **** ******* ****