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Business Profile

Ecommerce

Shopify Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1,569 total complaints in the last 3 years.
  • 868 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Signed up for a free trial $1 for 3 month. I never used it I couldn't figure it out. I was charged approx. $600. I tried to cancel the subscription but was unable to unless I paid the $600 (approx).

    Business Response

    Date: 05/06/2025

    Hello *******,

    I am *****, a Support Lead at Shopify.

    Just to clarify regarding your store's subscription, please note that upon the conclusion of your trial, the chosen plan's charge automatically initiates. Your specific trial, a 3-month period beginning March 1, 2025 and concluding June 1, 2025, led to the generation of your yearly subscription invoice.
    Currently, while the invoice has been created, the associated payment was unsuccessful, resulting in no funds being charged. As a consequence, your account is now frozen. To reactivate your account, payment of the subscription fee is required. This can be done at your convenience, and upon successful payment, the account will be reinstated. Should you choose not to proceed with the account, it will remain frozen.

    I trust this resolves your issue
    Regards,
    *****


  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased $39.95/mo for an on line shop starting in August of last year and i have not been able to get the shop up and running. ****** could see any of my products. I tried to resolve the problem with one peeson at Shopify, several you tube videos on how to, paid extra for a SEO app and none of it resolved my issues as i paid nearly 40/ month for nothing.

    Business Response

    Date: 10/06/2025

    Hi, *******.

    This is ****** and I am a Support Lead here at Shopify. 

    Because the BBB is a public forum and were unable to verify that were working with authorized store staff here, were limited to providing general information and pointing you back to our Support for further assistance.

    While Shopify has good built-in SEO tools, marketing a store will always be the merchant's responsibility and sales are never guaranteed. Connection to third-party services (like *********************** will also usually fall outside of our scope of support, but our skilled Support Advisors can offer suggestions for troubleshooting. They can also assist with connecting to app developers, if you're having difficulty using an app.

    If you need help with store setup or how to implement marketing strategies, your best bet is to chat with our Support. You can reach them at the link below:
    ************************************

    If you've spoken with them on these issues and they remain unresolved, you can reply with a ticket number for me to review.

    Best,
    ****** C | Support Lead 




    Customer Answer

    Date: 10/06/2025

    ******** Is the ticket number. 

  • Initial Complaint

    Date:02/06/2025

    Type:Order Issues
    Status:
    Answered
    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 shut my store down and are withholding over $5,000 from me. I cannot provide my customers refunds or provide my orders due to this. HORRIBLE way to run a business when I provided everything asked from me.

    Business Response

    Date: 03/06/2025

    Hello Jarell,

    My name is ****, and I am an Operations Lead at Shopify. Thank you for bringing your concerns to our attention.

    After reviewing your case, I can confirm that on May 29, 2025, our Merchant Trust Team informed you under ticket ID ************************************ that your funds would be held in reserve for a period of 120 days, with a scheduled release date of September 19, 2025.

    This reserve period is in accordance with our Shopify Payments Terms of Service, which states that we may hold funds for a period of time following certain account actions. Once the 120-day reserve period expires on September 19, 2025, the funds will be transferred to the bank account on file for your Shopify Payments account, less any chargebacks and related fees that may occur during this period.

    If you have any specific questions about this process, please respond directly to ticket ID ************************************, as the Merchant Trust Team will be best positioned to address your concerns.

    Best Regards,
    **** | Operations Lead, Shopify

  • Initial Complaint

    Date:02/06/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing this complaint against Shopify Inc. due to the abrupt and unjustified closure of my online store and the withholding of approximately $7,000 in legitimate business revenue.On May 23rd 2025, I was notified by Shopify that my store was being closed due to what they described as activity that we suspect is not legitimate commerce practice. This accusation is vague and completely baseless. At no point during my time using the Shopify platform did I violate their Terms of Service. My store had no history of high-risk payments, fraudulent activity, or chargebacks. I operated in good faith and in full compliance with all Shopify policies.Despite submitting an appeal form immediately and reaching out to Shopify Support daily, I have only been told that my case is marked as "priority" with no actual progress or resolution. It has become clear to me that this is a tactic designed to delay any meaningful response until the arbitrary 120-day payment hold period expires.I am currently being told that I must wait until September to receive my funds, which I rely on to continue operating my business through other platforms. This delay is unacceptable, especially since no evidence has been provided to justify the closure or withholding of funds. Shopifys practices are not only harmful to small business owners like myself, but they also demonstrate a lack of transparency, due process, and fair treatment.I am requesting immediate release of my pending payouts totaling approximately $7,000. I am fully prepared to escalate this matter through legal channels if necessary. These funds are critical to the survival of my business, and I will not accept Shopifys attempt to withhold them without due cause or recourse.

    Business Response

    Date: 05/06/2025

    Hello Xavier,

    My name is ****, and I am an Operations Lead at Shopify. Thank you for bringing your concerns to our attention regarding the closure of your store and the holding of your funds.

    After reviewing your case, I can confirm that our Merchant Trust team has provided an update under ticket ID ************************************. As outlined in our Shopify Payments Terms of Service, we have the right to establish a reserve and hold funds for a period of up to 120 days following account closure.

    Your pending payouts will be held in reserve for this standard 120-day period, with a scheduled release date of September 20, 2025. Once this period expires, the funds will be transferred to the bank account on file for your Shopify Payments account.

    If you do not receive your funds within 72 hours after the release date, please contact our Merchant Trust team directly by responding to ticket ID ************************************.

    Best Regards,
    **** | Operations Lead, Shopify

  • Initial Complaint

    Date:01/06/2025

    Type:Billing Issues
    Status:
    Unresolved
    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 started to try to use Shopify about eight months ago on a free trial.I didn't see any sales so I closed the accounts. I go to try to pay my rent today and I see that Shopify has charged me $40repeatedly five times this week alone. When I try to contact them they say I need to log into my account, but I am unable to because I do not have access to the account therefore, I am unable to speak anybody regarding the situation.

    Business Response

    Date: 10/06/2025

    Hello ******,

    My name is *****, I am an Operations Lead with Shopify. 

    I understand you need to cancel your store but cannot log in. 

    1. Visit our ************* ************************************
    2. In the chat window, type the phrase 'can't login'
    3. A prompt will come up in the chat window that says 'Login help', click that prompt
    4. The left hand side of the page will change, click the option to 'Send us an email'

    Make sure to describe in full why you are unable to login, or what your issue is. The more information you can provide our Support team, the better they will be able to assist you!

    The process is the same if you are using mobile, however after clicking 'login help', you will need to minimize the chat to see the option to 'Send us an email'.


    Best Regards,


    *****
    Operations Lead, Shopify

    Customer Answer

    Date: 13/06/2025

    Complaint: 23404158

    I am rejecting this response because:

    That is not at all the problem. The account its self should be closed already and have already been through that process. The problem is I got charged for that account 4 times in week months after it was closed. I changed my card so that you can't keep charging me for nothing. I wanna know 1) will I be getting reimbursed for that and 2) why my card was still getting charged as I stated before. I don't need to access the account because 1) it should already be closed and 2) you can't unnecessarily charge me anymore. Please only stick to topic of being wrongly charged for I provided bank statements of the actions in question.


    Sincerely,

    ****** *****

    Customer Answer

    Date: 25/06/2025

    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.

    Regards,

    ****** *****

  • Initial Complaint

    Date:01/06/2025

    Type:Product Issues
    Status:
    Answered
    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 using shopify for over 5 years and never had this issue. I just updated and got the Tap to pay via iphone payment I had 2 very large in person, the customers tapped to pay, transaction succesful, and they have the products, which is now over 5k that I dont even have from ******* wont even show in my pending payout. Immediatley after a sale is made, the amount shows in the "pending payouts"Shopify support is the biggest joke of all time. It seems almost illegal how horrible they are. They are all clueless on anything. Its no wonder they want Ai to replace all these people. No one cares about aything and not even equipped to answer a single question They also took my money for autp repayment on my capital loan which was a very large amount, and no oene will even tell me where my money is at all This is insansee

    Business Response

    Date: 10/06/2025

    Hi *******,

    My name is *****, I am an Operations Lead with Shopify. 

    Referring to ticket ID ********, you should now have received all payouts. If that is not the case, please reply to ticket ID ********, and the specialist dedicated to your case can answer any questions you may have. 

    Best Regards, 

    *****
    Operations Lead, Shopify

  • Initial Complaint

    Date:31/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 store was comprised and my deposit account was changed and nearly 20K deposited in someone elses account. My account and store has been locked down and I was supposed to be contacted via email to move forward and find a resolution to the hack and loss of my funds. No access to support when youre locked out and no phone support to be had. Its been 4 days and i am thoroughly disappointed in the no contact for resolution and my misappropriation of 20K

    Business Response

    Date: 09/06/2025

    Hello,

    My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint.

    To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:

    - Your Shopify store URL (e.g., example.myshopify.com)
    - The email address associated with the store
    - Any related support ticket numbers concerning this issue

    Once I receive this information, I will conduct a thorough investigation and update you on the next steps.

    Thank you for your cooperation.

    Lali
    Operations Lead | Shopify

  • Initial Complaint

    Date:30/05/2025

    Type:Product Issues
    Status:
    Answered
    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.
    May 26 a customer submitted an order. Payment was confirmed. Product was shipped. Next day logged in to see the *** on payout. I got a message stating my payouts are on hold. Tomorrow will be 5 days. Ive reached out to them 5 times via chat(the only way you can contact them). They told me a review teams is looking into it. Thats it no other explanation. Ive read through numerous complaints dating back several yrs of the exact same practices. This is illegal holding money and fraud to the buyer. Something needs to be done. They also deducted $170 dollars for tax from my bank account. Thats theft

    Business Response

    Date: 03/06/2025

    Hello ****,

    My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out in regards to your payout hold. 

    Our team has provided an update regarding your payouts under ticket ID ************************************. As outlined in our Shopify Payments Terms of Service, we may establish reserves or delay payouts in certain circumstances to protect all parties involved.

    Regarding the $170 tax deduction, as of January 1, 2025, Shopify is required to collect and remit marketplace sales tax on U.S. orders through the Shop sales channel. This information is available in our help documentation: **********************************************************************************

    For specific details about your case and timeline for resolution, please review the update provided under the ticket ID mentioned above.

    Best Regards,
    **** | Operations Lead, Shopify

  • Initial Complaint

    Date:30/05/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    It had been suggested to me that I try Shopify's service as a seller, so I did. I had issued with getting my shop set up, and planned to deactivate the account. I had gone through that process, but it apparently did not submit. Since then, I've been charged four payments of $39 each, for a service I had barely even logged into. The one time I recently tried to log in, it told me "your account has been inactive for at least 3 months," and I was still charged. Shopify customer service was not helpful in the slightest, and I had difficulty getting answers. They claimed to have sent an email to follow-up with my support chat, but I never recieved such email. All I am requesting is a refund of all charges for a service I never actually used. This practice is predatory and unacceptable.

    Business Response

    Date: 09/06/2025

    Hello,

    My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint.

    To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:

    - Your Shopify store URL (e.g., example.myshopify.com)
    - The email address associated with the store
    - Any related support ticket numbers concerning this issue

    Once I receive this information, I will conduct a thorough investigation and update you on the next steps.

    Thank you for your cooperation.

    Lali
    Operations Lead | Shopify

  • Initial Complaint

    Date:30/05/2025

    Type:Billing Issues
    Status:
    Unresolved
    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 formally raise a serious complaint regarding the withholding of my stores funds for over 120 days. Despite receiving multiple emails from Shopify stating that the payout has been processed and sent to my bank account, I have yet to receive any of these funds. This delay and lack of transparency are causing significant financial hardship to my business.I have double-checked with my bank, and there is no record of receiving the funds or any pending transactions from Shopify. Therefore, I believe the information provided by Shopify in your emails is inaccurate or misleading.This is not the first time I have experienced such an issue with Shopify withholding my funds without clear explanation or proper communication. Your online support service has also been unhelpful, providing generic responses and no concrete resolution.I kindly request the following as a matter of urgency:A clear and detailed proof of payment for the withheld funds, including transaction reference numbers, dates, and payment method.An immediate investigation into why the funds have not been received on my end.A firm timeline on when I can expect the funds to be released or returned to me.Please treat this as an urgent matter. If I do not receive a satisfactory response within 7 business days, I will be forced to escalate this issue by filing complaints with consumer protection agencies and relevant financial institutions.I appreciate your prompt attention to this matter and look forward to your swift response.

    Business Response

    Date: 30/05/2025

    Hi Wing Ho,

    My name is *****, I am an Operations Lead with Shopify. 

    We have reviewed ticket ID ************************************, and see that our banking partners created a standard 120 day payout hold. This occurred January 31, 2025; 120 days from this date is Saturday, May 31, 2025, so you are still within that 120 day timeframe. 

    Should you have any concerns next week about receiving these funds, please reach out to our Support team here: **************************************


    Best Regards,


    *****
    Operations Lead, Shopify

    Customer Answer

    Date: 02/06/2025

    Complaint: 23395802

    I am rejecting this response because:

    so end the May now .

    Shopify still did not release my funds. what else excuse now . you can show in here BBB .

    Sincerely,

    Wing Ho Lam

    Customer Answer

    Date: 02/06/2025

    you lying .

    Customer Answer

    Date: 03/06/2025

    :We have reviewed ticket ID ************************************, and see that our banking partners created a standard 120 day payout hold. This occurred January 31, 2025; 120 days from this date is Saturday, May 31, 2025, so you are still within that 120 day timeframe.

    What a Joke???

    Customer Answer

    Date: 03/06/2025

    :We have reviewed ticket ID ************************************, and see that our banking partners created a standard 120 day payout hold. This occurred January 31, 2025; 120 days from this date is Saturday, May 31, 2025, so you are still within that 120 day timeframe.

    What a Joke???

    Customer Answer

    Date: 03/06/2025

    you day 31 th May.

    How about now ?

    this screenshot from your system .

    Customer Answer

    Date: 06/06/2025

    her is 6th June. Why you still did not release my funds ?

    what is the problem now ?

     

    Business Response

    Date: 16/06/2025

    Hello Wing Ho,

    Thank you for your follow-up. Please refer to ticket ID ************************************ for important updates regarding your payouts. 
    You can direct any questions or concerns to that ticket, and the specialist dedicated to your case with be happy to assist.

    Thank you,


    *****
    Operations Lead, Shopify

    Customer Answer

    Date: 17/06/2025

    Complaint: 23395802

    I am rejecting this response because:
    Shopify promised to release my funds after 120 days, but that time has long passed, and I still havent received anything. I sent them all the documents, and no one replied. I followed every instruction, but they just ghosted me. What kind of service is this? Their support team is uselessalways offline or repeating the same script. It feels like theyre trying to avoid paying me. This is not acceptable, especially when Ive played by the rules. No chargebacks, no fraud, just silence from Shopify. I'm beyond frustrated now. Is this how Shopify treats real business owners?


    Sincerely,

    Wing Ho Lam

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