Complaints
Customer Complaints Summary
- 1,482 total complaints in the last 3 years.
- 825 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/01/2024
Type:Billing IssuesStatus: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 Support Ticket Number ******** We have an Online Store using Shopify. We changed our bank account and since Dec 5th we have not received our payments from Shopify. We have over $30,000 of unpaid payouts that Shopify says are due to our bank account not being valid. We have attempted to have this resolved by their support people. We can only Chat with them and they give ********* plate answers and templated responses. We need them to fix the issue so our payments can be received. Shopify Support Ticket # ********Business Response
Date: 10/01/2024
Hello,
I am *****, a Support Lead here with Shopify. I am sorry to hear of your trouble getting your account changed with us.
We did have a larger than normal amount of tickets in our queue recently. I do see now that you have been helped by our specialist **** on ticket no. ********. I am glad they were able to help you get your account changed and get your payout paid to you.
If you need anything else please reply directly to the ticket and we will continue to support you.Regards
*****Initial Complaint
Date:04/01/2024
Type:Product IssuesStatus: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.
On 1/4/2024, a customer purchased an item on our website, and then requested a refund. Shopify charged us $277 in transaction fees for the amount of the canceled transaction. I contacted shopify support and they informed me that this was to cover the cost of the PayPal transaction, which I then found out I was also billed over $400 for. When I mentioned this to support, they were uninterested in a resolution and instead tried to sell me a service that would remove Shopify transaction fees. Overall, this refund on a product that did not even leave my location cost me over $700, and Shopify has no justification for this besides "this is a standard practice and in our terms of service."Business Response
Date: 07/01/2024
Hello *******,
My name is *** and Im a Support Lead at Shopify.
Thank you for sending this complaint through to us. I can recognize this was not an ideal situation for you store. I shall be reviewing to determine what has occurred.
Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate.
Warm Regards
Jef - Shopify Support LeadInitial Complaint
Date:04/01/2024
Type:Sales and Advertising IssuesStatus: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 processed a transaction to purchase a floor mat on Shopify's Shop App. The app advertised a special offer of $46.13 off my order at a particular retailer. When I applied the advertised offer at checkout, an error kept occurring and the transaction would not process. The transaction was processed without the advertised credit. Refer to attached screen shots and correspondence with the retailer, US Wellness Mats. I am seeking reimbursement of the $46.13 that was advertised and applied at checkout within the app.Business Response
Date: 07/01/2024
Hello *******,
My name is *** and Im a Support Lead at Shopify.
Thank you for sending this complaint through to us. I can recognize this is not an ideal situation for you and I shall be reviewing your purchase to determine what has occurred.
Due to the public nature of the BBB I am unable to discuss account specific details. I shall contact you at the email provided on this complaint with some further questions.
Warm Regards
Jef - Shopify Support LeadInitial Complaint
Date:04/01/2024
Type:Billing IssuesStatus: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 holding my closed account hostage. I have two stores one of them i deactivated and it has some balance left in my shopify wallet. now i just figured out that there is no way for me to take this money out unless i pay for their membership again. this is a horrible business practice by shopify. i cant link my external bank account to transfer this money out. the ** is completely non-responsive to clicks. so i cant put my bank detail or i can't directly connect using my bank id or password. i have tried 3 different browsers and device with the same issue. and their support is not helpful at all. they can always just transfer this money to my second active store which is under same email address and they won't even do that. so they stole *************************************************************Business Response
Date: 07/01/2024
Hello *****,
My name is *** and Im a Support Lead at Shopify.
Thank you for sending this complaint through to us. I can recognize this situation is certainly not ideal. I shall be reviewing your store to determine what has occurred.
Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate.
Warm Regards
Jef - Shopify Support LeadInitial Complaint
Date:03/01/2024
Type:Product IssuesStatus: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.
Our store got 4 orders coming in at the same time in Thursday December 28th 2023. All 4 orders are all fraudulent order as the billing address does not match the address on the credit card. Its surprising that Shopify payment allows this kind of payment to be processed through as billing address always have to match the credit card billing address in order for the transaction to be processed through. We decided not to fulfill these orders and refund the money. Shopify still decided to charged us transaction fee on these orders. We are penalized for not complying with scammers by Shopify. Therefore I have my reason to suspect that Shopify is siding with the scammer as Shopify not only allows transactions to go through when the billing address doesnt match the credit card address, but also penalize sellers by charging the fee for not complying with fraud. As a seller we always want to make sure we comply with financial regulation and eliminate fraud as much as we can. But what we got in return is being penalize by Shopify. Not only that, the fee under these refunded transaction is shown as 0. This is completely misleading and misrepresentation. We will be bringing this to *************************** as well as federal regulators. By reading the comments here on BBB and other social media platform, we are confident that this is not the first time it happened, but more of a norm. If Shopify has no intention to mislead or misrepresent or comply/side with fraudulent activities, there should have been better measure in place for these kind of behaviors, instead of penalizing the seller. We required a proper explanation and action on this matter.Business Response
Date: 05/01/2024
Hi *****,
My name is ******, and Im a Support Lead here with Shopify, thank you for taking the time to share your experience with Shopify.
Security is of the utmost importance for us, and, due to the public nature of the BBB, I'm unable to discuss sensitive account information. I have reached out to you on a ticket #********, where we can continue the conversations in a confidential manner.
Kind regards,Zeljka | Support Lead
Initial Complaint
Date:03/01/2024
Type:Product IssuesStatus: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 a Shopify store. Unfortunately my store was shut down due to nonpayment. However, I've been trying to get help to sign in, which has been no success. I did a complaint before and got nowhere. All the person did was told me to click forget password, which is what I've been doing for the past few months. They refused to give me back my money and help me... they ended up closing the 1st ticket.Business Response
Date: 07/01/2024
Hello ******,
My name is *** and Im a Support Lead at Shopify.
Thank you for sending this complaint through to us. I can recognize this is not an situation for your store and I shall be reviewing to determine what has occurred.
Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate.
Warm Regards
Jef - Shopify Support LeadInitial Complaint
Date:03/01/2024
Type:Product IssuesStatus: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 started a business via Shopify. On 12:08/2023 my account was inactive. I contacted Shopify who said I needed to send proof of my business. I forwarded the necessary documents that they requested but I sent an email the next day that my account is at risk and they werent able to help me. They didnt say what I was doing wrong or any other reason. As a result they locked all my funds that I have with all my payouts on one of Shopify credit cards. I need my money now. They are no reason to hold on my money.Business Response
Date: 03/01/2024
Hello *****
My name is *** and Im a Support Lead at Shopify.
Thank you for sending this complaint through to us. I can recognize this is not an ideal situation for your store and I shall be reviewing to determine what has occurred.
Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate.
Warm Regards
Jef - Shopify Support LeadInitial Complaint
Date:03/01/2024
Type:Customer Service IssuesStatus: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 company recently did away with their phone number for customer support and has been running via chat only. Im not even sure if there is a real person or if theyre relying solely on AI. Every answer I get is generic and sends me in circles. I am owed a $200 payout as a vendor and this money was supposed to be deposited the week before Christmas. I have contacted them via chat 3 times now and each time Im told to wait for the payment team to email me. I honestly dont think there is a payment team. I think its just AI and I am not going to get that money for the product that I hand crafted and now have to pay overdraft fees on my account. This is a horrible practice and Im mainly complaining because I think its a terrible thing to do to people especially around the holidays. This company should not be allowed to operate this way and just steal money from people. This is capitalism at its finest. Charge people $40 a month just to use the service and then no support and they probably dont even pay anyone anything. Its just AI and greed.Business Response
Date: 10/01/2024
Hi ********,
My name is ******, a Support Lead at Shopify.
I recognize that it can be frustrating to receive the same answer repeatedly. Please note that, once our frontline support team has triaged an issue to our specialized Billing and Payments team, we must wait for that team to investigate the issue and provide next steps for a resolution. When a specialized team is involved, they are the ones with the correct subject matter expertise and experience to resolve your issue. That is why our frontline support team asked you to wait for a reply from our Billing and Payments team.
In looking into this further, I can see that progress on this issue has been made in Support Ticket #********. I encourage you to continue working with our Billing Support Specialist, *****, to resolve any questions or concerns related to your payout hold. It is important to acknowledge that, as per our Terms of Service, Shopify may request documentation to verify details around product or identity.
Please let me know if you have any questions.
******
Shopify SupportInitial Complaint
Date:03/01/2024
Type:Product IssuesStatus: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 been a customer with ******************** for a while now and I did a test charge because I was not getting and sales since I open the store up online and its been almost a year, I did the test charge and Shopify put a hold on the funds for payout and told me to check my email for further steps, I contacted support because I never got the email, so I have been emailing support for about 5 days and no one has contacted me back so I refunded the money for a return product and Shopify still have the customer funds on hold, I would like to shut down ***************, no one has contacted me , there is not anyway I can speak to someone in regards to this . I want that money refunded and would like to shut down my whole storeBusiness Response
Date: 10/01/2024
Hello *******,
My name is ******, a Support Lead at Shopify.
It is important to acknowledge that, as per our Terms of Service, Shopify may request documentation to verify details around product or identity. This is common in online commerce. In looking into your case further, As the Better Business Bureau is a public channel, I will follow up with a private email to discuss details pertaining to your account and payouts.
Please keep an eye out for my email.
Thank you,
******
Shopify SupportInitial Complaint
Date:03/01/2024
Type:Service or Repair IssuesStatus: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.
Someone has created an account with **************************************************************************************************************) using my email address. I did NOT authorize it nor do I have any idea who it may be. I have tried everything to find a customer service number, website, chat, etc. and they do not have one set up. Which I find very sketchy. I have tried to also log into the account to report it and deactivate it but have had no luck because whoever set it up also set up a 2 step authentication.Business Response
Date: 09/01/2024
Hi ******,
My name is ****, I am an Operations Lead here at Shopify.
I will be supporting you through this request. I can see that you are looking for support with a store cancellation. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 44811560
I look forward to hearing from you and moving forward with this request.
Sincerely,
********** | Shopify Operations Lead
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