Business Profile

Ecommerce

Shopify Inc.

Complaints

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

Customer Complaints Summary

1,488 total complaints in the last 3 years.
852 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.

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,

**** ******
Initial Complaint
Date:03/04/2025
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.
I am ***** ****, the owner of Baby ****** Blankets, and we use use Shopify for our website **********************. On or about December 22, 2024, we experienced a a hacker accessing our Shopify account and changing some of the financial data to an unknown bank. We deleted that financial information and changed it back to our original account information, changed our passwords, and enabled two factor identification to secure the account, then called ******************** to report the issue. Shopify put a freeze/hold on the account. ******************** sent me an email to ********************************* that I was supposed to reply to, notifying the security department that I had changed my password and enabled two factor identification. I replied but the message was bounced back. I have tried chatting with Shopify support asking what I can provide to them to remove the freeze on my account, but cannot get anywhere. I'm willing to do a live chat, provide my driver's license, passport, whatever is needed to prove I'm the account owner. I have spent hours trying to resolve this, over 10 different chats with different representatives, and it's over 3 months now that I have not had access to any of the funds for my business. I need someone that has power/authority at Shopify to take a look at my Shopify account and remove the hold so I can start receiving payouts again.
Business Response
Date: 08/04/2025
Hi Jamin,

This is Lumen, and I am an Operations Lead at Shopify.

I recognise that you've had some difficulties regarding your payout over the last few months, and I appreciate your patience while the teams worked on your case. I reached out to the involved teams and have received confirmation that your payout hold has since been lifted. Please check your email inbox for the ticket number - 0c000993-816c-41dd-b86d-c2c9f2fd31c1, as the team has also communicated further information with you there.

If you have any additional questions or concerns, please reply to that ticket, and the team will be able to assist you further.

Best regards,
Lumen | Shopify, Operations Lead
Initial Complaint
Date:03/04/2025
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.
Today 3/3/25 my account was terminated they allowed me three payouts before they all of sudden out my account on hold. I run a clothing business where profits are CONSISTENTLY NEEDED for customer requests to be fulfilled. I had a payout of $394 that was supposed to come in today but its gone and so is my store that Ive worked on for almost a year for it and an old backup store I had just in case of a drawback. They gave me this watered statement BadMonCeti has been terminated We have terminated BadMonCeti 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 BadMonCeti 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.I absolutely need access to my $394 as I earned that with major hard work and this is absolutely unfair to me and my business. No one has offered any help and their employees have been VERY RUDE AND CONDESCENDING. One employee even said we are all adults just deal with it and make a new store. I have 3 kids and a wife to provide for and THIS HAPPENEING IS RIDICULOUS PLEASE HELP ME OBTAIN MY ACCOUNT AND/OR MY RIGHTFULLY OWED $394
Business Response
Date: 11/04/2025
Hello *****,

My name is ****, and I serve as the Operations Lead at Shopify. Thank you for reaching out to us regarding your payout concerns.

Upon reviewing your case and previous communications, I noted that our Merchant Trust team informed you on April 3, 2025, that your store, BADMONCETI, was terminated due to activities that either were not, or were suspected to be not, legitimate commerce practices. This decision was made in accordance with our Terms of Service, as such activities undermine consumer trust. Consequently, your account has been closed, and we will no longer be hosting BADMONCETI on our platform.

If you believe this decision was made in error, you have the option to submit an appeal. This will initiate a review process to determine if your store can be reinstated. For inquiries concerning the status of your account or for submitting an appeal along with required documentation, please reference ticket ID e9abe23b-c3d9-4ddd-b679-673ecb5f29ab. The Merchant Trust team is best equipped to assist you and provide the necessary context, as we are unable to discuss sensitive account information through the review portal to ensure your security and privacy.

I also want to address your mention of a prior conversation with Support where you were reportedly told, "we are all adults, just deal with it and make a new store." I could not find any record of such a statement in our communications. If you have a ticket number for that interaction, please share it with us, and we will submit a merchant frustration report for you.

Thank you for your understanding.

Best regards,
Kody | Operations Lead, Shopify
Initial Complaint
Date:03/04/2025
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.
I have had an ongoing problem that my accountant made me aware of with Shopify. Shopify is no longer in the ************* and you can no longer speak to a human. It is all based on bots. When you call the **************** no one calls you back and if they do, they cant verify you over the phone so this has been going on for three months. They have been overcharging me for a basic account of $39 three or four times a month for the past two years. I have one account with them and I am unable to get a hold of them and I have complained to my bank and there isnothing I can do. They have a policy of a six month return and they are not honoring it not only that the person that they me in contact with takes days to answer And when they do answer there is no resolution. In fact they created a second account without my authorization and Ive applied my February and my March payment and have inactivated theaccount. I currently have with them what my domain is registered under that *** just paid for so when you click on my website, it is active and they have an active account with no information no theme no domain active and they want me to pay them. Double and you cant get a hold of a human being! You are talking to a robot it is so frustrating that I just keep getting charged so far this past year Im owed $800. And no one gets back to me. It is infuriating. I need you guys to please file a complaint with this company because they are not responding to their customers. I looked on a TikTok to see how I could get in contact with them other than the Canadian number I had contacted and they have no information and tons of people that are upset. You pay to be able to access a team member and you cant. This is just to host a website and if theres problems with your website, you cant get a hold of people I have problems with billing **** cant get a hold of anyone please help. By the way, $800 is only the two years the bank can pull up. I have had my account since. 2018
Business Response
Date: 11/04/2025
Hi ********,

My name is **** and I am an Operations Lead at Shopify. Thank you for reaching out to us. I understand that you are currently being charged for multiple stores, even though you are only operating one. You mentioned a second store, which is not fully set up, that you are still getting billed for. I want to clarify that this is expected behavior. Unless an activated store is manually closed, our system does not recognize it as inactive. Stores without custom domains or fully completed information may still be undergoing design changes or store setup, so we do not close stores based on these criteria.

To better understand your situation, I attempted to locate any stores associated with your account but was unable to find any linked to either your email or full name. Could you please provide any details of both stores or the email(s) you use to operate these businesses?

Additionally, I noticed that you've mentioned previous responses from our Support team did not resolve your issue. Since you were able to contact our Support team, could you please provide a ticket number? This will help me access your store information more quickly and review the situation.

Thank you,

Lex | Shopify Operations Lead
Initial Complaint
Date:02/04/2025
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.
Dear Better Business Bureau,I'm writing to bring to your attention a pressing issue that's preventing me from accessing my Shopify account. Despite numerous attempts, I've been unable to:1. Log in to my account2. ****** my account3. Speak with a support agent4. Find helpful resources in Shopify's ************ as directed by the automated systemAs a result, I'm unable to use Shopify's platform or even cancel my subscription. This is unacceptable, particularly given Shopify's reputation as a leading e-commerce platform.I urge Shopify to take immediate action to resolve this issue. Specifically, I request:1. Restoration of my account access2. Assistance with canceling my subscription, if account access cannot be restored, to prevent further charges3. A comprehensive review of Shopify's customer support infrastructure to prevent similar issues in the futureThank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,**** ******
Business Response
Date: 07/04/2025
Hello Sade,
I am *****, a Support Lead here with Shopify. I am sorry to hear that your Support Experience has not what you have expected.
Let me guide you to our Support team. Please follow the steps below:
1. Visit our ************ - ***********************************
2. On the right-hand panel in the typing field at the bottom, type your inquiry.
3. If you have a store, click "Select a store to get personalized answers" and log in to your account.
4. Type your inquiry in the text box at the bottom.
5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support".
6. If you've already logged into your account at Step 3, you'll be connected to our Support team directly. Please follow the prompt to prepare a screenshot or relevant information while you wait in the queue. One of the Support Advisors will be with you soon. If you didn't log into your account at Step 3, please follow the prompt and click "Select a store" to log into your account of the account in question. If you can't access your account, click "I can't access my account". Follow the prompts to receive Account Support.
I hope this helps to get in contact with our live support team so they can help with any questions you may have regarding your account.
Regards
*****

Customer Answer
Date: 17/04/2025
I was given directions from Shopify to login to speak to a representative and I cant login to get help recovering my account in order to communicate with a representative.
Business Response
Date: 25/04/2025
Hello Sade
***** here again from Shopify.
You can contact our Support team even if you are unable to login to your store. To do so, please follow these steps:
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'.
Regards
*****

Customer Answer
Date: 26/04/2025
Complaint: 23149113

I am rejecting this response because:

I already reached out to Shopify and did everything prompted to do and I still have no way of accessing my store.

Sincerely,

**** ******
Business Response
Date: 02/05/2025
Hello Sade,
***** here again from Shopify.
An issue that has security implications for your account must be worked on by the correct team to get the issue resolved as quickly as possible. As you are continuing to have difficulties connecting with our ************ I have sent you a separate email so we can connect you with the Shopify Security Specialists to help you regain access to your account.
Please respond to that email from the Account Owner Email Address we have on file.
Regards
*****

Customer Answer
Date: 09/05/2025
Complaint: 23149113

I am rejecting this response because:

Hello *****,

Thank you for reaching out. Im still experiencing account issues and havent received a resolution. Could you provide an update or direct contact for the Shopify Security Specialists? I appreciate your assistance in resolving this quickly.

Im eager for the correct team to address the issue, and Ill await confirmation of resolution before considering the matter closed.

Best,
Sad
Business Response
Date: 28/05/2025
Hello Sade,
***** here again from Shopify.
Our Merchant Security Team wrote to you on Ticket ID : ************************************ on May 12 and also on May 25, 2025. They have removed the 2FA authorisation which will allow you to sign back in. Please follow the instructions in the email they have sent to log back into the account.
Regards
*****
Initial Complaint
Date:01/04/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Shopify to build a website for a time. On March 24th, the day that my yearly subscription was to be renewed and payment for another year taken, I cancelled my subscription. when I cancelled, I noticed the payment was already pending in my bank account for $381.93. I talked to my bank and they spent almost 2 weeks trying to dispute the charge as I had cancelled Shopify the day the subscription was to be renewed.But according to Shopify and the info they sent to my bank, they are "in the right" because I didn't cancel my subscription BEFORE the day of renewal. I have already been through this with my bank and heard from them today (April 1st) that there is nothing else that they can do, but that's almost $400 I'm paying for a product I DO NOT HAVE. And since I cancelled the account, I now would have to pay an additional fee to get it back. So either way Shopify is taking my money whether I use their service this year or not. Please let me be clear, I am not trying to reinstate my account. I want my money back. I cancelled because I no longer use the account and do not have the money to waste on something I'm not using.
Business Response
Date: 06/04/2025
Hi Hannah,
My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your recent invoice. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent an email to the account owner email address that we have on file with the ticket ID ********. Please respond to that email directly if you have any questions or concerns.
Thanks,

***** | Shopify Support Lead

Customer Answer
Date: 22/04/2025
I have made contact with the business, and a resolution has been made and I am satisfied.
Initial Complaint
Date:01/04/2025
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.
I am a verified business owner using Shopifys native payment processor, Shopify Payments, which is powered by ******. On March 25, 2025 to this day, Shopify placed a hold on over $20,000 USD of my payout funds without any explanation, communication, or request for documentation.Over the course of more than a week, I contacted Shopify support multiple times via chat, email, and through the Shopify admin portal. Each time, I was told that my case had been escalated and that I should wait for an email but no email ever arrived, no case ID was ever provided, and no request for documents was made.After reaching out directly to ******, I was informed that Shopify controls all payout holds and must be the one to resolve or lift them. ****** confirmed this is a Custom Stripe Account fully managed by Shopify, and that they are unable to intervene unless contacted by Shopify directly.Eventually, after escalating my case repeatedly and demanding accountability, Shopify support admitted there was a document review request, but confirmed no email had ever been sent. I was forced to stay in a live chat and push hard just to have my ticket re-submitted and ensure communication would be ******* the time of filing this complaint, my $20,000 payout remains held, Ive lost time, trust, and operational stability, and Ive still not received a timeline for resolution. This situation has caused severe stress and harm to my business. Ive also discovered that many other merchants have faced the same issue weeks or even months of silence, store closures, and missing payouts.
Business Response
Date: 07/04/2025
Hello ********,
I am *****, a Support Lead here with Shopify.
All stores on the Shopify platform are subject to routine reviews at any stage, and at multiple stages of their lifetime. These reviews are requested by our **************** to ensure that stores on the platform are complying with Shopifys Terms of Service and Acceptable Use Policy. To ensure these reviews do not impede on a stores daily operation only payouts are placed on hold and for the shortest amount of time possible.
In your case I can see that the payouts were held for a little longer than we would expect. Our Specialists were communicating this with you on Ticket ID : ************************************ and I see that they have resumed now. If you have any further questions you can respond directly the the ticket.
Regards
*****

Customer Answer
Date: 07/04/2025

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:30/03/2025
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.
This occurred on 3/29/2025 where I was charged a monthly fee of $39 plus tax after a 3 month $1 trial period with Shopify to get an online store going. I set up 2 step authentication to try and make my store more secure however, I cannot get access to reset the password or disable the 2 step authentication passcode and I have reached out to the support help center email, as well as the chat a few times on 3/29 and 3/30 to try and get assistance. The email bounced back as no longer being active and directed me back to the chat resource, which is AI and it keeps repeating itself. I finally found a number for *************, which seemed to be a IVR and simply suggested I go back online to get help. I cannot submit a ticket because the chat resource will not allow you to submit one. I tried sending an email that I now want to deactivate my account/store because I am not able to get in touch with anyone who can assist with customer service, and again I was simply directed back to the support center. I do not want to continue to be changed monthly for a service that was advertised as I would have customer support to help with my online store, and now it does not seem to be anywhere available or accessible to actually provide resolutions.
Business Response
Date: 04/04/2025
Hello *****,
I am *****, a Support Lead here with Shopify. I am sorry to hear that your support experience is not what you expected. 2 Factor Authentication is designed to protect your account from unauthorized access and to help identify you as an authorized user. Because this is active our Support Advisors need to escalate the issue to our Account Security Team.
Due to the public nature of the BBB and the sensitive information we will be discussing, I have sent you a separate email directly to the email address you have provided. Please respond to that email and we can get the issue resolved as quickly as possible.
Regards
*****

Customer Answer
Date: 04/04/2025

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,

***** *****-******
Customer Answer
Date: 17/04/2025
I have not been able to get a resolution from Shopify of speak to anyone on the phone or via a chat or email to get the 2 step authentication removed from the account so I can actually log into it, nor have I had any success getting in touch with the billing team to cancel my monthly subscription which I would like done immediately.
Business Response
Date: 18/04/2025
Hello *****,
***** here again from Shopify.
Our Account Security Specialists have been working with you directly on Ticket ID : ************************************ to help you regain access to your account. They are still waiting for you to use the required link to upload the necessary information so you can get the issue resolved. Please add the information requested and please respond directly to your open ticket so all information is kept in the one place.
Regards
*****
Initial Complaint
Date:29/03/2025
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.
Complaint Against Shopify Holding Payments Without Explanation I am filing this complaint because Shopify has been holding my funds since July 2024 without providing a clear explanation. My Shopify balance had $900+, and despite fulfilling and shipping all my orders, I have been unable to access my money.Shopify claims they sent me an email explaining the issue, but I never received it. I have contacted Shopify support over 7 times regarding this matter. Each time, I was promised a response and told that my case was being escalated, yet I have received no updates, no email, and no resolution. Shopify continues to hold my funds without telling me why.This has caused financial strain, as I have already fulfilled the orders associated with these payments. Shopifys failure to communicate or release my money is unacceptable. I am requesting that Shopify:1.Release my funds immediately or 2.Provide a detailed explanation with proof of the email they claim to have sent I expect a prompt resolution to this matter, as Shopify has been unreasonably withholding my earnings for months.
Business Response
Date: 03/04/2025
Hello *******,

My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your payout issues.

I have contacted our Merchant Trust team and collaborated with them to engage our banking partners to request the release of the hold.

I am pleased to inform you that our banking partners have re-enabled the payouts. However, I understand that you mentioned your bank account is no longer open. As a result, our Merchant Trust team has manually paused the payouts until you can update your bank account information. This precaution will prevent any attempts to process payouts to the closed account, which could lead to delays while waiting for the funds to be returned by your bank.

Our Merchant Trust team will assist you in connecting with a member of our Billing and Payments team to help you update the bank account on file. Please reply to Ticket ID: ************************************ once you have completed that update, and I will manually re-enable your payouts.

If you have any further questions regarding your payout and why it was paused, please direct all inquiries to Ticket ID: ************************************, as our Merchant Trust team is best equipped to assist you with those matters. Due to security concerns, we can only relay a limited amount of information through the BBB platform.

Best regards,
Kody | Operations Lead, Shopify

Customer Answer
Date: 07/04/2025
Complaint: 23132244

I am rejecting this response because:

I have yet to receive contact and now have received a email saying my funds have been released when I reached out prior to not have the account on file open anymore due to how long its been since I originally were supposed to receive my funds. I do not know where my funds are going and I still didnt get a response from your team yet.

Sincerely,

******* ****
Business Response
Date: 08/04/2025
Hello *******,

I have contacted our Money Support team, who has reached out to you regarding ticket #********. They will assist you with your request to update the bank account on file with ******************** Payments, allowing you to receive the pending balance for your shop. Please respond to that ticket moving forward and work with our Money Support team, as they will help you update your banking information. Once that is completed, please notify our Merchant Trust team using Ticket ID: ************************************, and they will attempt to apply your payout again.

If you have any further questions about your payout and why it was paused, please direct all inquiries to Ticket ID: ************************************. Our Merchant Trust team is best equipped to assist you with those matters.

Best regards,
Kody | Operations Lead, Shopify
Initial Complaint
Date:28/03/2025
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 closed my store back in September of 2022. They did not give a clear reason of why and stated that they couldn't give me a reason. At the time of them closing my store, I had a payout of over $1700. I was told that the funds would go into Shopify reserve and that I wouldn't get the money that was owed to me. Fast forward to 2025, in a time of desperation, I checked the balance of my shopify card with hopes of being able to use it. The balance was there, however I was unable to use the card or withdraw my money. I have reached out to Shopify on 4 different occasions over the past few months with no resolution. I told them that I needed my funds to feed my family. And after each conversation, I'm told someone will reach out to me from higher up. I never receive any type of communication from anyone. I just need my funds to feed my family, times are really hard right now.
Business Response
Date: 02/04/2025
Hello ******,

My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your payout concerns.

I have reviewed your case with our Merchant Trust team, and they have confirmed that it has been escalated to the appropriate team to assist in resolving the issue and retrieving your funds.

Our Support team will be contacting you shortly to verify the external bank account on file, ensuring that the funds are routed correctly. You should receive a new email shortly with the ticket ID: ********. Additionally, you can review the Merchant Trust email associated with Ticket ID: ************************************.

Rest assured that your case has been prioritized, and the appropriate team will be in touch with you within the next few days. While I cannot provide a specific timeline for their response due to the current volume of inquiries, please know that this matter is being treated with urgency.

Thank you for your understanding.

Best regards,

Kody | 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,

****** ****
Customer Answer
Date: 10/04/2025
Issue was resolved, Thanks!

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