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:09/06/2025

  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.

  **************************************************** Shopify paused my payouts without any warning, email, or notification. I found out by accident when I logged into my account. No explanation, no heads-upjust blocked access to my own money. This kind of behavior is completely unprofessional. I contacted support multiple times and got nothing helpfuljust automated, robotic replies. How is a business supposed to operate when the platform holds your funds and refuses to communicate? This delay affects cash flow, restocking, and customer satisfaction. Ive followed all the rules, never had any major issues, and still get treated like this. Shopify used to be a platform I trusted, but not anymore. Its really disappointing when you work hard to build a store and they leave you hanging with no payout, no answers, and no real support. For a company that claims to support entrepreneurs, this experience says the opposite.

  Business Response

  Date: 16/06/2025

  Hello Kin, 
  
  This is *** and I am a Support Lead here at Shopify. I recognize you've raised concerns about your payouts being paused without prior notification, which may have disrupted your business operations and cash flow.
  
  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 in regard to payouts on hold. 
  
  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 that ticket and replying to the correct ticket ID will be the most effective route forward for you.
  
  *** * | Support Lead

  Customer Answer

  Date: 17/06/2025

  Complaint: 23443491
  
  I am rejecting this response because:
  
   I must express my deep frustration and disappointment. Our store was suddenly shut down without any warning or detailed explanation. We have not sold any prohibited or restricted products, nor have we engaged in any activities that violate Shopify's Terms of Service. As a new merchant, we were still in the early stages of setting up our business properly when the account was terminated without justification.
  You mention that due to the public nature of the BBB, you cannot discuss specifics. But Shopify is withholding our funds for 120 days, and so far, we have received only vague replies and redirection to online forms. We already submitted the requested documents, but there has been no genuine review or communication.
  We are honest merchants. We did not commit fraud. We deserve clear answers and timely release of our funds. I have responded to the ticket you mentioned (ID: *************************************, but the lack of transparency from Shopifys side is unacceptable.
  We will not submit again to a process that feels biased and unjust. We request proper human review and a clear, specific reason for the account closure.

  We have terminated ************************** due to activity that is not, or that we suspect is not, a legitimate commerce practice. This type of activity damages consumer trust and is a violation of Shopify's Terms of Service. As a result, we will no longer host ************************** on Shopify and your account has been closed. The full amount of your store's pending payouts are typically held for 120 days by the processor.????

  
  
  Sincerely,
  
  Chan *** ****

  Customer Answer

  Date: 28/06/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  We submitted all the required documents a long time ago and have received no response or clarification from your team since then. During this period, we continued to operate in good faith, fulfilling all customer orders. However, we are now facing multiple chargebacks from customers after we have shipped their goods.
  
  
  In many cases, the products were already in transit or even delivered, yet customers still filed chargebacks. We did not receive any warning or communication from Shopify regarding these chargebacks until the funds were already held. This is extremely unfair. We never intended to keep money without providing serviceif an item was lost or damaged, we were fully prepared to refund or reship. But customers abusing the system to get both the product and the refund is unacceptable.
  
  
  We urge you to properly review the documentation we submitted and provide a clear explanation. We have done our part, and now we ask for fairness in return.

  Regards,

  Chan *** ****

• 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.

  URL: admin.shopify.com/store/6tqyrg-tr Email *************************** Shopifys handling of payouts is completely unacceptable. One day everything was running normally, and the next day I found that my payouts had been pausedwithout any prior notice, no email, and no explanation. This is not how any responsible company should operate. I run a legitimate business. I follow all the rules, ship orders on time, and respond to customers quickly. There have been no issues, so why were my funds frozen? I didnt receive any alerts or messages in my inbox. Shopify just held the money and left me to guess what was going on. When I contacted support, all I got was a vague risk review message with no real answers. They didnt ask for any additional information. They didnt give a timeline. They didnt even tell me what triggered the review. This lack of transparency is unprofessional and unfair. Merchants like me trust Shopify to process payments properly and release funds when due. Instead, were treated like fraudsters without evidence or explanation. My business has now suffered cash flow issues because of their silence. Shopify must be more accountable and treat their merchants with basic respect and communication.

  Business Response

  Date: 11/06/2025

  Hi **** *** ***,
  
  I'm ******, an Operations Lead at Shopify. Due to privacy and security protocols, we can't discuss specific account details via the BBB portal. However, communication has been sent to your registered email, providing an explanation of the situation (please refer to ticket ID: *************************************.
  
  For all matters related to this issue, please direct your inquiries to the ticket ID mentioned above. The team managing that ticket is best positioned to assist you further. 
  
  Thank you for your understanding.
  
  Best regards,  
  ****** | Shopify Operations Lead

  Customer Answer

  Date: 12/06/2025

  Complaint: 23442410
  
  I am rejecting this response because:
  
  Hi ******,
  
  Thank you for your response, but I find it both disappointing and evasive.
  
  Let me be absolutely clear: Shopify paused my payouts without any prior notice. I received no email, no dashboard messagenothing. I only discovered the issue by chance. This is not a small technical glitchit is a serious disruption to my business operations, and it is unacceptable for a platform entrusted with handling merchant funds.
  
  You mention communication was sent to my email, yet I received nothing until after I submitted the BBB complaint. If Shopify truly values transparency and merchant trust, there should have been clear, timely communication before any payout freeze. This lack of notice, followed by slow and vague support responses, only adds to my frustration.
  
  I have fulfilled all obligations on my end.  And yet Im left chasing down answers and tickets, while my money is withheld without explanation.
  
  Referring me to a ticketafter ignoring proper communicationis not a resolution. It's deflection. I demand a full, written explanation for the freeze, the timeline for payout release, and accountability for the communication failure.
  
  I am escalating this issue because your process has failed. Shopify's actions have real consequences on businesses like mine. We deserve better.
  
  Sincerely,
  Tsui *** ***
  
  Sincerely,
  
  Tsui *** ***

  Business Response

  Date: 15/06/2025

  Hi **** *** ***,
  
  Thank you for sharing your concerns. I recognize how frustrating this situation is for you, and I assure you that your feedback is being taken seriously.
  
  While privacy protocols prevent me from discussing specific account or payout issues publicly, I want to emphasize that addressing your concerns through ticket ID: ************************************ is the best path forward. Our specialized team is equipped to manage these inquiries effectively, and you are currently receiving communication through this channel. Please be aware that response times can vary due to the complexity of issues this team handles.

  Your feedback regarding communication process is valuable, and I have passed it on to the relevant teams for consideration. 

  We now consider this matter closed as we're unable to discuss specific details in the BBB forum but rest assured you are already in touch with the correct team.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  ****** | Shopify Operations Lead

  Customer Answer

  Date: 16/06/2025

  Complaint: 23442410
  
  I am rejecting this response because:
  
  YOU SUDDENLY CLOSE MY STORE, WHY YOU LYING IN BBB ?

  Our store has processed US$24,208.47 in total sales using Shopify Payments. However, our payouts have been paused since May 26th without any prior notice or email communication. I only received information regarding the 120-day fund freeze after reaching out to the BBB complaint department, which is extremely disappointing.
  
  
  I request a thorough investigation into the chargebacks, as many of them were made under Chinese names, and several were from the same individual. These customers did not request cancellations or contact us in any way instead, they waited until the cargo was already in transit and then filed chargebacks. This behavior appears to be deliberate and fraudulent.
  
  
  We have fully cooperated with Shopify and followed all requirements. Its unfair to penalize our store without a proper review. These chargebacks do not reflect the true nature of our business, and we urge Shopify to reassess our situation immediately.
  
  
  
  Sincerely,
  
  Tsui *** ***

  Customer Answer

  Date: 17/06/2025

  Ive had enough of Shopifys online support. The service is beyond poor its useless and arrogant. No matter what issue I raise, the response is always the same generic message. Ive even asked specific questions and still got a completely unrelated copy-paste answer. Its like talking to a wall. When I point out that the response doesnt help, they either end the chat or just repeat the same script. Even worse, some of the agents have a smug attitude, like youre wasting their time. I was polite and patient, but they were cold and unprofessional. It's not just a lack of help it's disrespect. For a company that claims to empower merchants, their customer service shows the complete opposite. Its insulting and infuriating. I will never recommend Shopify to anyone unless they completely overhaul their support team and start treating merchants like actual people.

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify paused my payouts without sending any notice, email, or warning. I only found out when I logged into my dashboard and saw that my payouts had been put on hold. No explanation was provided. I didnt receive any communication from Shopify about what was happening or why. This kind of silence is unacceptable for any serious business platform. As a merchant, I rely on these funds to fulfill orders, pay staff, and keep the business running. How can Shopify freeze my money and not inform me about it? I reached out to support and got the usual copy-paste replies, with no real information or help. Their lack of urgency is shocking, considering theyre holding ontoHK$92,418.32 that belong to me. I followed all their rules, shipped all my orders, and didnt get any disputes. Theres no valid reason for my payouts to be paused, and its completely irresponsible of Shopify to not notify me or respond clearly. Their poor service is costing me money, time, and customers. ******************** should be held accountable for their unprofessional and opaque behavior.

  Business Response

  Date: 11/06/2025

  Hi Miu, 
  
  My name is ****, I'm an Operations Lead here with Shopify. Thank you for reaching out to us, I understand your request for support is regarding the status of your payouts. However, when reviewing your account I noted that the required steps for resolution have been taken on your end and the payouts are no longer on hold and are scheduled to be released. Therefore we consider this matter resolved.
  
  Due to the public nature of the BBB, we are unable to discuss account specific details here. For that reason, if you have any further questions regarding your account, I suggest that you reach out to our support team.
  
  Kind regards,
  **** | Shopify, Operations Lead

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair 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 opened a store with Shopify on February 18, 2025. On March 13th 2025 my store ************* was hacked I reported this to Shopify right away. We did recover my store. However, once I recovered my store Shopify locked my account for suspicious activity. On March 17th 2025. I was never informed of this by Shopify or anyone. I believed the hacker had regained access to my account and ******************** never did anything to correct that belief or otherwise. Now its June 8th, 2025, now I have found out that Shopify has been in possession of my store this entire time. Refusing to give me access back to my account yet not explaining why or unfreezing my account per their standards. I have never been treated so terrible by a business in my entire life. I have been trying to recover my store relentlessly proving without a shadow of a doubt that Im the owner. The account in question has my name my information on it and a picture of my photo id. I have given ******************** my verification information 4 times now in attempt to recover my store. Every time I fail bc of bank information yet everything else matches. This has played havoc with my **************** I have had countless nights without sleep or numerous days where I dont even wake up sleeping ***** hours straight. I even have had to go on a new medication bc of this trauma. I have lost out on daily potential income that my store could have generated every day Shopify has had it frozen. I put $1000 into my store when building it. The website and the merchandise I have bought to promote on social media, plus the advertising. I want compensation for all of this I deserve compensation. I have been totally taken by this company over a bank statement. Its beyond ludicrous.

  Customer Answer

  Date: 09/06/2025

  Shopify is working hard to open my account but it doesnt matter. Its the simple fact that I was led to believe for months that my store was hacked and no one told me differently. It was the fact that my case was put on hold, forgotten, passed to department to department. That I reported this incident on March 17, 2025, and as of today June 9, 2025, Im still being run in circles. The fact that account security is talking about having me verify my own identity again for the 5th time which is absolutely unacceptable. What about integrity?!  I have not been heard, I have not been taken seriously, I have explained that this has affected my mental health and its dismissed. Im expected to bring my account back to green and I didnt even have access to my account when it was being charged. Shopify should cover these charges and my subscription fees for the next several months as they had my account frozen for no reason. I lost wages daily, mentally traumatized, lost investment money, my reputation was damaged as a new business, I was NEVER Notified of this situation at all. Im tired and I want compensation. Still frozen as of today 

  Business Response

  Date: 12/06/2025

  Hi *******,
  
  This is Lumen, and I am the Operations Lead at Shopify.
  
  I understand that you have experienced some difficulties with regaining access to your store, and want to ensure its addressed appropriately. 
  
  Due to the public nature of the BBB platform and to protect your privacy, Im unable to discuss specific account details here. I have reached out to you directly via ticket ******** at the email address provided in your complaint, where *** requested some additional information required to assist you further. Please check your inbox for my message and next steps.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 13/06/2025

  Complaint: 23441323
  
  I am rejecting this response because:
  
  I never received any response from her regarding the issue and as of 5/13/2025, thats a complete lie and the issue is FAR FROM RESOLVED ITS BEEN 5 months to the date and this is unacceptable 
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 13/06/2025

  Lumen did send an email but not to try to resolve this matter. As of today its been 5 months. I was on the phone again all day with zero results. I purchased my domain for my store for a year its been 5 months no store. I had my store for a month. I have been without it so much longer. Shopify destroyed my brand/my business/my dream. They literally ruined my reputation as a store owner. I lost my investment $1,000 plus dollars months of daily income and future income potential. Affected my mental health by trauma and anguish every single day by dealing with the situation of fighting to recover what is mine. No one cares, listens or does their job. Dont get me started on the account security department its absolutely worthless. I have also requested to speak with management several times and have been told no every single time. This business is awful I have never been so disrespected in my entire life day after day after day. Run in circles constantly. I despise Shopify all I want is my investment back and compensation for my loss of wages and compensation for my mental health trauma and anguish. I dont even want to do business with them ever again. I want my store so I can pursue better avenues. I want their money. They owe me months of compensation. 

  Customer Answer

  Date: 19/06/2025

  Its now June 17th. Its actually 5 months to the day that my store has been taken over by Shopify accounts security department. I have now found out the reason behind it. Apparently bc I have contacted them using to many email addresses. Who knew that was a crime. Note I have only EVER contacted Shopify directly to support via ONE EMAIL ACCOUNT EVER SINCE March 17th 2025. Correspondence however has been done through different accounts and thats bc my store was compromised which led to my gmail accounts/emails being compromised. Which I did however, INFORM SHOPIFY OF AND STILL THEY FROZE/LOCKED MY ACCOUNT. FOR THE AUDACITY OF NOT 1 MONTH BUT NOW 5! HOW MUCH LONGER IS IT GOING TO BE? NOW AND ONLY NOW is a manager figure of the company reaching out still asking what the problem is instead of just investigating the issue. The person wants to start from scratch?! ** I filed with the BBB. ALL MY ATTEMPTS TO SPEAK WITH MANAGEMENT BEFORE WERE ALWAYS DENIED WHAT A TERRIBLE BUSINESS DENYING ME MY OWN IDENTITY OVER MULTIPLE EMAILS? Not 1 time have they denied me of my identity but its been SEVERAL TIMES AND I HAVE SENT IN MY DRIVERS LICENSE ITS MY IDENTITY AND INTEGRITY JUST WHOS INTEGRITY IS IN QUESTION BC SHOPIFY IS STILL CHARGING MY AND ALL THIS TIME AND EXPECTING ME TO PAY THE BACK EXPERIENCES 

  Customer Answer

  Date: 21/06/2025

  Lumen emailed me this message today which is NOTHING BUT LIES. I HAVE BEEN IN CONTACT WITH THE *************************** SEVERAL SEVERAL TIMES. I HAVE BEEN WAITING FOR THEIR RESPONSE SINCE 6-9-2025. Just another way to try to cover up their tracks. Agent ******* was also able to verify my side of the story as of today. 6-20-2025. 

  Customer Answer

  Date: 03/07/2025

  This is an ongoing issue with Shopify since March 17th. They have been in possession of my store Hezzology. They refuse to give it back to me. Ive now had to verify my own identity 4 times when theres a literal picture of me on the account in question. My integrity being questioned like that has really taken a toll on my mental health. As well as being treated so terribly by this business. I have requested management help over 20 times and ALWAYS GET told no. My case gets escalated to high priority every time I message in since March 17 still no resolution. Explain to me how one situation can be escalated over probably *****s times with zero resolution or response. I want and deserve ample compensation. Especially for mental trauma and anguish, Pain and suffering, compensation for loss wages, subscriptions paid going forward once and if the accounts security team is even willing to push the button to open my account. This will include my domain since they destroyed this years subscription. Back payments taken care of as well since I wasnt in possession of my account and any account security member that worked on my account fired. I also want all documents of notes of actions taken to work on my account since March 17, 2025 so I can see just how negligent Shopify was on this issue. This has affected my health mentally physically and emotionally. Its really taken a toll. Plus Lumen Oganization Manager needs to **** out that person reached me onlyregarding my first BBB claim they were zero help I believe they just didnt want a claim against Shopify they had zero clue what was happening and just pure negligence.Then Lumen finally reaches out to me last night and threatened me with my use of language and calling them incompetent when clearly my case has been escalated more times than I can count what would you call it. She threatened me with not helping me in solving my case thats been on going for 6 months. So I have used some harsh language yes bc Im irrate.

• Initial Complaint

  Date:06/06/2025

  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 the owner of **********************, a licensed electrical contractor based in *******. We use Shopify solely to offer professional services, such as inspections, diagnostics, and consultations. Our business does not sell physical products or engage in any activity outside standard service delivery.On June 5th, 2025, my Shopify account was abruptly terminated without any prior warning or clear explanation. The notification stated only that the platform suspects non-legitimate commerce practice, without identifying any specific violations or issues. This decision was made after I had fully complied with their document verification process, uploading all required materials, including my government-issued ID, Articles of Organization, EIN letter, and company details.I had even contacted Shopify Support during the prior review process and was assured by live agents that I could continue operating normally. I relied on that confirmation to fulfill customer orders which I did successfully and professionally.The sudden termination not only froze my payouts (including a $1,500 transaction from Order #****), but also severely damages my reputation and disrupts trust with returning clients. This kind of action undermines the integrity of small businesses trying to operate transparently and professionally.I have submitted an appeal directly to Shopify with all relevant supporting documents, but have not received a timely resolution. I am requesting that Shopify either restore my account or provide a clear explanation and immediate release of funds. At minimum, I expect a fair review and communication regarding the future of my business operations through their platform.

  Business Response

  Date: 10/06/2025

  Hello Rico,
  
  My name is ****, and I serve as an Operations Lead at Shopify.
  
  I have checked in with the Merchant Trust team regarding your case. They have confirmed that ****************** has been terminated due to activities that are either not legitimate or are suspected to be so. Such behavior undermines consumer trust and violates Shopify's Terms of Service (**********************************************). Please be aware that the full amount of your store's pending payouts will typically be held by the processor for a period of 120 days.
  
  Additionally, the Merchant Trust team reviewed your appeal and has determined that your business poses a level of risk that we cannot support through Shopify. While we understand that this may not be the outcome you were hoping for, we are unable to assist further with your business.
  
  For security and privacy reasons, we cannot disclose the results of our reviews and investigations through the Better Business Bureau platform.
  
  If you have any questions, please refer to Ticket ID: ************************************, as the Merchant Trust team is overseeing this matter and have made the final decision. They are best equipped to address your inquiries.
  
  Regards,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 10/06/2025

  Complaint: 23435826
  
  I am rejecting this response because:
  
  Thank you for your reply.
  However, I must express my deep disappointment with the decision and the reasoning provided.
  
  As a legitimate U.S.-registered business, ********************** has been operating transparently and in full compliance with all regulatory and platform requirements. We have provided accurate documentation, served real clients, and maintained excellent communication throughout. To be told vaguely that our activities are not legitimate or suspected to be so without any concrete explanation is not only damaging to our reputation it is offensive.
  
  We deserve to know specifically what led to such a harsh assessment, especially after our previous review was cleared just days prior. If our operations truly posed risk, why was the store reinstated previously and allowed to accept payments?
  
  Holding our payout for 120 days based on unclear assumptions is not acceptable. We ask that this case be re-evaluated by a senior team and that you provide specific reasoning or evidence leading to this termination. Our business and its clients are real, and we demand transparency in how decisions affecting our livelihood are made.
  
  Please escalate this matter again or advise on the next step in the appeals process. If no resolution is possible through this channel, we reserve the right to pursue this further with legal counsel and regulatory authorities.
  
  Sincerely,
  **** *****
  Owner, **********************
  ***********************************************
  **************
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/06/2025

  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 just recently started an online boutique. I was recommended Shopify, so I made an account and immediately started making sells and collecting payments. I have almost $3,000 in payments and have not received the first payout. My Shopify says that my payouts are on hold and I will be contacted by someone. I have waited days because there is no contact number for customer support only a chat room. I have contacted the chat room each day since May 22nd and keep being told that higher up department has to handle this matter. Each time the person on the chat tells me that they will attach everything and escalate my ticket regarding my payouts being on hold. I am a new business owner and $3,000 is a lot of money especially when you have to fulfill orders. I have depleted all of my person funds to fulfil orders so that I do not upset customers. I dont know what else to do. I have read online and it appears many people have issues with Shopify. This is very poor service and I need help resolving this and getting my money so I can fulfill my orders for clients.

  Business Response

  Date: 08/06/2025

  Hi *****,
  
  This is Lumen, the Operations Lead at Shopify.
  
  I understand that youre having some difficulties receiving your payout and want to ensure its addressed appropriately. 
  
  Due to the public nature of the BBB platform and to protect your privacy, Im unable to discuss specific account details here. I have reached out to you directly via ticket # ******** at the email address provided in your complaint, where *** requested some additional information required to assist you further. Please check your inbox for my message and next steps.
  

  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:05/06/2025

  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.

  While using Shopify for my business needs, they have reported to me that my website is not in security compliance to their security policy and standards. They will not provide an analysis report on this said issue and will only provide two of their top tier IT companies as options to hire and fix the issue. I would like to take this security matter to a different IT specialist to look into, however, without an analysis report, I cannot do that. They have done this several times and this recent time, I have run my website under open source scanning tools and found no vulnerabilities. I would like a report stating what security issues are current as this seems like a money scam.

  Business Response

  Date: 12/06/2025

  Hi *****,
  
  This is Lumen, and I am the Operations Lead at Shopify.
  
  I understand that you have experienced some difficulties and want to ensure your concerns are appropriately addressed.
  
  Due to the public nature of the BBB platform and to protect your privacy, Im unable to discuss specific account details here. To better understand the issue and provide effective assistance, I have reached out to you directly via ticket ******** at the email address provided in your complaint, requesting some additional information. Please check your inbox for my message and next steps.
  
  Best Regards,
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:05/06/2025

  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.

  I recently opened a new Shopify account. Within a short time, it was frozen without clear explanation. We are a legitimate UK-registered company, and we hadnt even started operations. I feel this was an unfair and possibly discriminatory action. I ask BBB to review Shopify's practices, especially toward new merchants from international backgrounds like ours.

  Customer Answer

  Date: 09/06/2025

  Its been more than a few days  since I submitted the requested documents to Shopify for review. Despite that, I have not received any update or even a simple acknowledgment. Their customer service is very poor. When I try to contact support, they give vague, scripted replies and never provide any real answers. I do everything by the book and have been waiting patiently, but Shopifys lack of response is unacceptable. Businesses depend on timely payouts, and this long delay with zero communication is damaging and frustrating. Shopify should improve its transparency and customer care to help merchants instead of leaving them in the dark.

  Customer Answer

  Date: 19/06/2025

  we never received the email back from shopify inc. for a long long time . 

  We are a newly registered business, and Shopify terminated our store claiming a Section 7 AUP violation. However, we did not sell or list anything prohibited. No weapons, drugs, or illegal content of any kind. We submitted all required documents and followed the rules. Shopify never responded. The service experience has been extremely poor no explanation, no support, no chance to clarify. We believe this was a rushed or mistaken decision. As a legitimate company, we deserve at least a clear reason and an opportunity to fix any issue. We ask Shopify to re-review our case fairly and respond properly instead of shutting us down without communication.

  Customer Answer

  Date: 02/07/2025

  Thank you for your message regarding the ongoing dispute with Shopify Inc. under complaint ID ********.
  Unfortunately, despite my repeated attempts to resolve this matter directly with Shopify, I have yet to receive any response from them. It has been over a month since I submitted all required documentation for their review, and they have failed to address my concerns. Moreover, Shopifys customer service has been unhelpful, with poor attitude and no actionable support offered via online chat.
  I appreciate your continued efforts to contact Shopify on my behalf. I am eager for this issue to be resolved, as the companys lack of communication and failure to release the funds owed to me is causing significant disruption to my business.
  Please continue to keep me informed of any updates, and do not hesitate to contact me should further information be required.
  Thank you for your assistance.

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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 file a formal complaint regarding the sudden and unexplained shutdown of my online store, *******, by Shopify over a year ago. When my store was shut down, I was given no clear reason, and I was unable to access or fulfill outstanding customer ********* the time of the shutdown, I had over $50,000 in pending payouts. These funds were crucial for covering order costs and business expenses. As a result of being denied access to these funds, I went into significant debt, which has since grown to over $30,000. I am now at risk of losing my home and car due to this financial burden.I attempted to contact the platform multiple times, but I never received a meaningful response or any resolution regarding my account or the missing payout. I am seeking transparency on how much of the original balance remains and how I can pay off any remaining obligations so I can begin to resolve my debts.I respectfully ask that this matter be reviewed urgently. I am willing to cooperate fully and provide any documentation needed to support my case.Sincerely,Sepehr

  Business Response

  Date: 09/06/2025

  Hello ******,
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  You can check ticket ID ************************************ for an update regarding your case. Any questions or concerns can be directed to that ticket, and the specialist dedicated to your case with be happy to follow up.
  
  Best Regards,
  
  
  *****
  Operations Lead, Shopify
  

• Initial Complaint

  Date:04/06/2025

  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.

  SHOPIFY CLAIMS THEY ARE WITHHOLDING 9 MONTHS OF PAYMENTS BECAUSE WE OWE $4,116 WE SHOWED BANK STATEMENTS THAT THE MONEY WAS TAKEN OUT FROM OUR BANK ACCOUNT AND THE ******************** RESERVE ACCOUNT IT WAS NO REASON FOR THEM TO WITHHOLD ANY PAYMENTS . WE HAVE THOUSANDS OF EMAILS OF FAKE APOLOLGIES AND PROMISES TO PAY US OUR MONEY.

  Business Response

  Date: 05/06/2025

  Hello, 
  

  I am *****, an Operations Lead here with Shopify.
  

  I have looked at the current open Ticket ID : ******** and spoken with our Payments and Billing Specialists regarding the issue in question. They have advised that while the Balance Account received the $3400 in question, the negative balance exceeded that which is what was trying to be debited from your account. These were denied from your bank and the negative balance remains. 
  To resolve this issue please respond to the open Ticket ID : ******** and our Billing and Payments Specialists can help you while keeping your account information secure. 
  

  I trust this resolves the issue
  Regards
  *****