Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Shopify Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

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:08/04/2025

  Type:Product 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.

  Shopify sent me a Shopify Balance Card in the mail, and I do not have a Shopify Store. The card is a **** for managing payments. I tried to create an account with the ******************** Website to file a compliant with the company, but I have to have a STORE IN ORDER TO do so. I believe this Balance Card may be fraudulent because I am not receiving any payments, nor do I have a store on Shopify. I am filing this complaint in hopes of finding out if someone has a Shopify store in my name that I don't know about. I need a Shopify representative to reach out to me due to me being unable to file a formal complaint on Shopify's website. I received this unauthorized card on April 8, 2025.

  

  Business Response

  Date: 09/04/2025

  Hi, Tera.
  
  This is Lumen, an I am an Operations Lead at Shopify.
  
  Thank you for informing us that you've received a Shopify Balance charge card, even though you don't have any stores with us. Due to the public nature of the BBB, I can't discuss account-specific details here. I have reached out to your email regarding this matter, and the ticket number is ********. Please check your inbox for further information on how we can proceed.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 10/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair 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 started a free 3-month trial with Shopify to open my new store on February 25, 2025. I was billed the $1.00 fee (shown in photo) on March 1, 2025, which was supposed to be the first of the three months. On April 1, 2025, they billed me the full subscription amount. My store has only been open for 6 weeks, and I am still in the free trial period. When I contacted Shopify, they advised me that "going back to the trial period is not possible, as it has already been fully utilized during my initial store set up". They suggested I "pause my open shop," which is only $9 a month, while I work on my store. I have already finished setting up and have opened my shop. They seem to understand I am not getting the agreed upon promotion, while also telling me that there is nothing they can do. I have sent documentation of the promotion to them, along with my billing, and they are refusing to refund the overcharge and restore my free trial to my account. I would like them to refund me the $39.99 and restore the free trial until June, which is the agreed upon 3 month time frame.

  

  Business Response

  Date: 17/04/2025

  Hi, *****.
  
  This is Lumen, and I am an Operations Lead at Shopify.
  
  Thank you for letting us know that you had difficulties seeing the $1 promotions for three months applied correctly to your account, resulting in the full subscription fee being charged on your second invoice. I'm happy to inform you that our internal team has credited your account with $76 to cover the next two subscription fees. This credit accounts for $39 per month for two months, minus the $2 for the two $1 subscription fees.
  
  This credit will be applied to your upcoming invoice, and you will receive a notification about the credit, which you can find in your admin under Settings > Billing.
  
  If you have any additional questions or concerns, please reach out to our support via our Help Center.
  
  Best Regards
  Lumen | Shopify Operations Lead
  

  Customer Answer

  Date: 17/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/04/2025

  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.

  We upgraded to Shopify Plus with the understanding that it came with dedicated, high-level support. What weve experienced has been the exact oppositeradio silence and repeated platform issues that have directly impacted our business performance, with what seems like no care in the world from the company. Shopify is failing to deliver on the services promised with a Plus account - which I am paying good money for. It would seem simple: they take my money, they deliver the service you promised to, and if they can't, they should improve on the service or give me my money back.Legally, they cannot take a customer's money, deliver no service, and just ignore them. In addition, over the last 2 months, the platform has had several tech glitches that have affected my business deeply: During our Valentines Day sale in Februay, a critical platform malfunction caused discount codes to fail across our site. Customers were unable to check out, affiliate links broke down, and our customer service team was flooded with complaints - this spanned 8 hours and caused SEVERE disruption to my business. Shopify Support was unaware of the issue until we spent 1.5 hours on the phone with themonly to learn the engineering team had already been informed. No proactive communication was sent to merchants, including us. We spent over $2000 on tech support investigating what turned out to be a Shopify-side issue. The following day, a pre-order feature failed, and Support again provided incorrect guidance that wasted time and created further complications during our campaign.- on April 2nd, another glitch hit the platform with no warning - and we were flooded with customers complaining they could not access our store for 2 hours. So during a time of heightened need for support caused by platform glitches, I have received none. Seems ironic. We have requested a new account manager as our current one has been UNRESPONSIVE, and have heard nothing back.

  

  Business Response

  Date: 08/04/2025

  Hi Fenella,
  
  I'm ******, an Operations Lead at Shopify. I'm contacting you about your BBB complaint #********, regarding your recent store functionality issues and support from our Plus team.
  
  Due to the public nature of the BBB, I cannot discuss specific account details here. However, Ive sent you an email at the address on file with more information. To proceed, I also need to confirm your identity as the account owner. Please respond to ticket number # ******** with the required information, and I will be happy to assist you.
  
  Thank you for your understanding. I look forward to resolving this matter.
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:07/04/2025

  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.

  **Dear Better Business Bureau,** I am submitting this complaint regarding an issue with **Shopifys billing practices and lack of customer support.** Despite switching my plan to the **$5 monthly subscription**, I was **wrongfully charged $64** for a yearly plan that I did not authorize. Additionally, I have been **unable to receive adequate assistance** in setting up my account or resolving this billing error. Every attempt to contact Shopify support has been unsuccessful**their AI chat system refuses to connect me with a live agent**, leaving me without proper customer service options. I kindly request the BBBs assistance in addressing the following concerns: 1. **Immediate refund** of the $64 charge, as I did not authorize the yearly plan. 2. **Proper access to customer support** so I can resolve account setup issues. 3. **Account verification** to ensure I am correctly subscribed to the monthly plan without additional charges. I appreciate the BBBs role in advocating for fair business practices and ensuring that companies like Shopify provide ethical and transparent customer support. Please advise on the next steps to **escalate this complaint and ensure a resolution.** Thank you for your time and assistance. **Best regards,** ****** ************** *******-******* ***************** ************************* Business emails: ********************************(Do not email) & ************************* (Yes email)

  

  Business Response

  Date: 11/04/2025

  Hi *****,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your setup experience with Shopify has not been what you expected. 
  
  Most Shopify plans have a trial period, and if they're not canceled before the trial ends, they automatically convert to a paid plan. According to Shopify's Terms of Service, merchants are responsible for managing their accounts and subscriptions, and refunds are not typically provided. However, I worked with our Billing & Payments team and secured an exemption, so a full refund of $64.20 has been applied to your account. You should see the refund within 3-5 business days, depending on your bank's processing time.
  

  Our Support Team is available 24/7 at our ************ Visit *********************************** to speak with a Support Advisor. If you have trouble with the initial chatbot, you can ask it to connect you with a live advisor.
  

  Your account is currently canceled. This action was taken by the Account Owner on April 5, 2025. You can reactivate your plan anytime by logging into your account and choosing a plan. You'll have the option to pay monthly or yearly. Please note that the special starter plan you had when you created the account is no longer available, and you'll only be able to choose the basic plan.
  

  I hope this resolves your issue. If you have any further questions, please contact our *********** anytime.
  Regards,
  *****
  

  
  

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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.

  15 days ago I made a large amount of sales on my Shopify account. After my payout didnt come after the usual few days, I started reaching out to obtain my payout as I had recently changed bank accounts and perhaps that had something to do with the delay. Unfortunately their customer service portal is a ticket system and despite being marked as escalated and urgent, nobody has reached out to find a resolution of solution in 10 days. The most glaring issue is that there is no telephone line to contact a real human. I would wait 10 hours on hold if I had to to get my money, but their AI and automated messages hold zero weight. Its a bunch of empty promises and inaction and my $4800 being held has now delayed my orders meaning my company will be the target of criticism for hundreds of people expecting a product on time. I will likely have to refund all of these people because the products are for a certain event that wont make it on time.

  

  Business Response

  Date: 10/04/2025

  Hi ****,
  
  I'm ******, an Operations Lead at Shopify. I'm contacting you about your BBB complaint #******** regarding your payouts.
  
  Due to the public nature of the BBB, I cannot discuss specific account details here. However, Ive sent you an email at the address on file with more information. To proceed, I also need to confirm your identity as the account owner and have you specify the store in question. Please respond to ticket number # 56626382 with the required information, and I will be happy to assist you.
  
  I appreciate your patience and collaboration moving forward.
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:06/04/2025

  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.

  Shopify is one of the more difficult service providers to work for. They are holding my domain hostage. Speaking to customer service has not moved the needle. No one can help me transfer my domain. I'd like a refund and my domain back. Each day they hold my domain hostage, my revenue is at stake.

  

  Business Response

  Date: 14/04/2025

  Hi, ***.
  
  This is Lumen, an Operations Lead at Shopify.
  
  I recognize youve experienced difficulties obtaining a refund for your domain and transferring it away from Shopify.
  
  Please note that Shopify does not issue refunds for domains, including cases of misspelled domains or unused services. This is outlined in our Terms of Service at shopify.com/legal/terms.
  
  Since your store has been canceled, your domain has also been removed from your admin. You should reach out to our *********** and start a chat to request a trial in order to regain access to your store. Once you have access, you can manually reconnect it by selecting "Connect existing domain" within your admin. Once it is connected, follow these steps to transfer the domain away from your store:
  
  1. In your Shopify admin, go to Settings > Domains.
  2. In the Domains section, click on the name of the domain you want to transfer.
  3. Click Domain settings and select Transfer to another provider from the dropdown menu.
  4. Review the information on the pop-up that appears, especially the email address, before clicking Confirm.
  5. After clicking Confirm, navigate back to the domain's information page to retrieve the authorization code.
  6. Provide the domain authorization code to your new domain provider to verify the transfer.
  
  Keep in mind that a domain can only be transferred to another host after 60 days from the date of purchase or any changes to the registrant details. This countdown typically begins when the domain is purchased, but any changes to the registrar information will restart the countdown.
  
  Best Regards
  Lumen | Shopify Operations Lead

  Customer Answer

  Date: 15/04/2025

  Complaint: 23166595
  
  I am rejecting this response because:
  

  They won't allow me to use my own domain that I paid for. The service has been incredibly negative and they don't have the support staff to help. They don't have any tech experience or understand domain issues. The fact that they only allow me to use my domain that they did not cancel and refund on shopify is unethical. We should be allowed to move when and where we prefer, to a business that provides good customer support and handles problems efficiently. Shopify has not helped and will not help anytime I have contacted them. They only give me one choice to open an account with them and connect the domain I bought back. This is not ok. Its baffling and bizarre. I have stated multiple times that I would never and will never use shopify again.
  
  
  Sincerely,
  
  *** ***

  

  Business Response

  Date: 21/04/2025

  Hi, ***.
  
  It's Lumen again, and I appreciate your feedback on your experience with us.
  
  I'd like to inform you that a domain name generally cannot be transferred within ************************************** a previous transfer. This is a standard policy enforced by ***** ********************* for Assigned Names and Numbers) to protect against fraudulent or accidental transfers and ensure stability. However, you can still transfer your domain between Shopify stores you own since they are under the same domain provider.
  
  I see that you've reached out to our *********** and are working with one of our support advisors on ticket # 56864898. Please respond to that ticket so you can proceed with verifying your domain and move forward.
  
  Thank you for your cooperation and patience in this matter.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:05/04/2025

  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.

  I received a **** card from Shopify in the mail on April 4, 2025 that I didn't apply for. I have never done business with Shopify and this was fraudulently requested. Apparently the only way I can cancel this card and talk to a live person is to open a dummy account. NOT ACCEPTABLE. I just want this card canceled without having to open an account. Please help.

  

  Business Response

  Date: 09/04/2025

  Hi, *****.
  
  This is Lumen, an I am an Operations Lead at Shopify.
  
  Thank you for informing us that you've received a Shopify Balance charge card, even though you don't have any stores with us. Due to the public nature of the BBB, I can't discuss account-specific details here. I have reached out to your email regarding this matter, and the ticket number is #********. Please check your inbox for further information on how we can proceed.
  
  Best Regards
  Lumen | Shopify Operations Lead

• Initial Complaint

  Date:05/04/2025

  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.

  They closed my shop very suddenly without warning or anything with $80 i had left in it and is not letting me take it out via transfer nor withdrawal from atm

  

  Business Response

  Date: 06/04/2025

  Hi Loui, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your store. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:04/04/2025

  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.

  Ive been helping a friend set up his Shopify account for emotional support rocks, a fun artistic project We have not been able to access the account for several months due to an error with their two factor authentication system. I have emailed Shopify several times and not gotten any kind of response.. there seems to be numerous threads online about how many people are having issues with their customer support There is no phone number to reach them at, and their online chat support feature never connects you to a human being. I spent *********************************************************************************************** this loop where it gives you links to try and reset your password but no one ever does anything about it It says that they have created a support ticket, but they never give you a reference number and I have contacted them multiple times with no response

  

  Business Response

  Date: 10/04/2025

  Hi *****,
  
  My name is ******, an Operations Lead at Shopify. Thank you for reaching out and providing this feedback. I understand that your friend is experiencing authentication issues for their "emotional support rocks" project. 
  
  While we appreciate you reaching out for further support, due to the public nature of the BBB portal and given that you are reaching out on behalf of an account holder, the support we can offer will be limited. To assist your friend, let me guide you to our Support team, please follow the steps below:
  
  1. Visit our Help Center: *******************************************;
  2. On the right-hand panel in the typing field at the bottom, type your inquiry
  3. If you have a store that can be accessed, click "Select a store to get personalized answers" and log in to your account. Otherwise, if you can't access your account, click "I can't access my account", then follow the prompts to receive Account Support.
  
  Please note that your friend must initiate this request using the email associated with the account. This is necessary for authentication and security purposes, as we cannot discuss account specifics with individuals who are not directly associated with the store.
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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 subscribed to shopify online back in October 2025. I have been a brick and mortar store and incorporated in 2000. I went live with my store on March 2nd. My 1st order was myself doing a small test purchase and it was flagged medium risk and the 2nd order was from a local customer who wanted to show his support and purchased a pickup order - his order was flagged and when he came to pick up his goods he said he mentioned that he initally used the wrong shop pay log in. Both purchases were deposited successfully into my bank account. On the 5th of March I received the email from shopify to verify my account and that payouts will be on hold for 2 business days. I included all the documents requested and the information above.Since then I have received another 20 orders that I have proceeded to fulfill and ship out and have not received any payments. from shopify. We are waiting for this hold to be lifted or even correspondence from the payment processing team for 1 month.I was informed that 1 payment failed and to check my banking information. I checked with my bank and re-instated my banking information and everything my end is in order. I believe the payment failed because shopify has had a hold on deposits ... my bank information is correct as the 1st 2 orders were deposited before the hold.I am a legitimate business that sells outdoor clothing and gear and opened an online store to increase our market since the wildfire in ****** destroyed half our town. The amount of work that has gone into the store is huge and it has been incredibly stressful to be dealing with this issue with shopify. I have contacted support over 4 times in regards to this issue and have had no resolution. I am hoping by lodging a complaint with BBB that a resolution will be made as I need funds to continue to operate.I have attached excerts of tickets submitted and emails from shopify.

  

  Business Response

  Date: 06/04/2025

  Hi ****,
  
  My name is ******, an Operations Lead at Shopify. Im reaching out in regards to your recent BBB complaint #******** to address your concerns regarding the hold on your payouts and the communication issues you've experienced.
  
  After investigating your case with our internal team, I'm pleased to inform you that we've made progress in resolving the situation. An email detailing the updates was sent to you earlier today, confirming that your payouts have been resumed. Please take a moment to check your inbox for this information.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 07/04/2025

  Complaint: 23157166
  
  I am rejecting this response because: whilst I was happy to receive an email notification that my payouts have been resumed my shopify account still shows the red banner saying:Payouts from Shopify Payments are on hold Payout couldnt be deposited View failed payout

  All order transaction that have been fulfilled and show as "pending" still do not have a payout date next to them. Until this is fully resolved and I have a guarentee when funds will be deposited, I have to keep this case open.
  
  Again, checking banking details my end, everything is in order.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/04/2025

  Hi ****,
  
  Thank you for your response. 
  
  I have been monitoring your account and can confirm that all payouts have now been successfully deposited, and the red banner regarding payout holds has been removed. 
  
  At this time, we consider this case closed. 
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 10/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******