Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify

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

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  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

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:28/03/2025

  Type:Customer Service 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 issued me a 1099K with the wrong EIN number for my business - Everyone Loves The Weekend. I needed to have them re-issue the 1099K with the correct EIN, so I reached out to customer support on February 20, 2025. They kept saying they were looking into fixing it, and never did. They have now stopped responding entirely. I have not heard from anyone in over 2 weeks. Please help!

  

  Business Response

  Date: 02/04/2025

  Hi, *******.
  
  This is ****** and I am a Support Lead here at Shopify.  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. 
  
  However, I do note that our Merchant Tax specialists have been in touch with you in ticket 55277236 earlier this week, and this appears to be resolved. If you have any additional questions around your 1099 report, feel free to respond to them there, where we can be assured your personal information will be protected.
  
  Best,
  ****** C | Support Lead 
  
  
  

  Customer Answer

  Date: 02/04/2025

   
  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:27/03/2025

  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.

  Between January and March 2025, I was charged $89 per month (totaling $267) by Shopify for a POS Pro subscription that I never knowingly signed up for. I only purchased a POS device in December 2024 and did not subscribe to any POS software. I was unaware that a paid subscription had begun or that I was being charged monthly.Shopify never notified me via email or in-platform messaging that a trial had begun or that billing would automatically start. Under Californias Automatic Renewal Law (Business and Professions Code **********), businesses must clearly disclose auto-renewal terms and obtain affirmative consent before charging. Shopify failed to do so.After discovering the charges, I contacted Shopify support multiple times. I was told they do not offer refunds for subscriptions but that an exception was made for the March charge. I requested refunds for the January and February charges, but Shopify has ********** a small business owner, $267 is a significant and unauthorized charge. I am requesting a full refund of the $178 charged in January and February for a subscription I never agreed to, and for Shopify to comply with California consumer protection laws.

  

  Business Response

  Date: 04/04/2025

  Hello Shezal, 
  

  I am *****, a Support Lead here with Shopify. 
  

  Shopify provides the platform for Merchants to build their stores and sell their items, what we do not do is have any input into any of the daily aspects of that store. This includes subscription charges and it is up to the Merchant to manage those charges. With that responsibility being with the Account Owner we cannot issue refunds as per our Terms of Service. 
  

  I do see on your Ticket ID : ******** that our Billing Specialists made an exception for you for the March invoice. They have also advised that this is the only exception that can be made at this time and consider the matter resolved. 
  

  Regards 
  *****
  

  
  

• Initial Complaint

  Date:27/03/2025

  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.

  On March 4, 2025 I started to work on a website for my music publishing compay and purchase a domain on the 6th of March 144kmusic.comon the 7th of March Shopify deactivated the account and i had to appeal. I appeal and shopify said i was go to go over to have to start over on the 7th and still not having access to the ****** i puschase. So I purchase another domain **************** because time was against and completely finish the website all was need to add banking information. Again Shopify deactivate the account it was appeal and ok. same thing happen again although shopify claimed the siutation fixed it wasnt and i starte to get the run around with them saying they will reach out to me via phone call it negative i happen so again i had to start over again and they did the same thing to that website all under the 144k muisc all information same . I am getting the run around for the corporate headquarter phone number address and email. I keep getting message we working on it be patience we understand only to say they coldnt do anything on a simple fix matter and they will reach out. Then they said they fixed it and all my information was saved but I have no access to my own domains i payfor under the same name and information. I have 2 inactive accouts and 2 active accounts. the 2 inactive accounts is where my domains are that shopify complete lock me out as if they trying to stealmy domain names. I only want to do one website but with the extreme poor service and them keep deactivating my accounts the long wait times for them to get back and me having to keep doing the site over and over again i strongly feel all of this was done on purpose to steal my domins and to hurt my business progress in life

  

  Business Response

  Date: 04/04/2025

  Hello Lavien,
  
  My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out about the closure of your account ****************.
  
  The team responsible for your account closure has reached out to the email associated with the Account Owner under ticket ID ************************************. They provided details regarding the reasons behind the closure of your account.
  
  If you believe that the account should not have been closed, you have the option to fill out a dispute form, which can be found here: ***********************************************************************************************************
  
  If you have any questions, please dont hesitate to reach out to the team using the ticket ID mentioned above, as they are equipped to assist you further.
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:26/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify will not release over $5000 in payouts to my company. They have however continued to CHARGE us their fees... I have more transcripts than possible to upload/attach...

  

  Business Response

  Date: 03/04/2025

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. 
  

  Payout holds can happen for various reasons and we always endeavor to keep the length of the hold as short as possible to mitigate any impact on stores. Sometimes this is not possible and the time takes a little longer. I do see that our Account Security Team were able to resolve your issue and have spoken with you on Ticket ID : ************************************. If you have any further questions you can reply to that ticket directly. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:26/03/2025

  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.

  After operating my store on Shopify on March 16, I received the following message:CHARM Software has been deactivated (March 17, 2025)We have deactivated this store because it is in violation of Shopify's Acceptable Use Policy (***). As a result, it is no longer hosted on our platform and the full amount of your store's pending payouts will be held by the processor. Payouts are typically held for 120 days.If you believe this decision was made in error, you can submit an appeal. This will initiate a review process to determine if your store can be reinstated.Submit Appeal How the appeal process works Submit your appeal with the required documentation We will review your appeal and may request additional information if needed We will reach out to you via email to let you know the outcome of your appeal Learn more about Shopifys appeal process.Ticket ID: ********************************************************* Merchant Trust Team This message lacks transparency. It does not specify what part of the *** was violated, leaving merchants in the dark about what went wrong. When I contacted Shopify support, they were unable to clarify the issue or provide meaningful guidance. Instead, they escalated my case without resolution.These practices have caused significant harm:**** ability to operate my business has been severely impacted, damaging my reputation.2.Advertising expenses incurred to drive sales have gone to waste.This is not an isolated incidentmany others are experiencing similar issues. I am urging your office to investigate Shopifys practices and ensure that merchants rights are respected. Specifically, I am requesting:1.A review of Shopifys account termination and fund withholding processes.2.A clear and functional resolution process for affected merchants.3.Compensation for financial and reputational damages caused by Shopifys actions.

  

  Business Response

  Date: 03/04/2025

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. 
  For privacy and security reasons, we're unable to share specific results from our standard reviews. These reviews assess various aspects of a business and can identify multiple reasons why a store might not be supported by Shopify. However, our Merchant Trust team provides an appeal link for merchants to submit additional documentation for review.
  

  Our Merchant Trust team have received your appeal and will be reaching out to you whenever a decision has been made. If you have any further questions, please feel free to reply to the ticket directly. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 03/04/2025

  Complaint: 23121053
  
  I am rejecting this response because: The response was essentially a merge of the messages I received when the deactivation notice was sent and their confirmation that the appeal was received. That was 17 days ago.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 11/04/2025

  Hello ****, 
  

  ***** here again from Shopify. 
  

  As the Better Business Bureau is a public facing platform, we are unable to give account specific information to protect the security of your account. It may seem that responses are not tailored to your store directly but I can assure you they are. 
  

  Appeals for stores take time to review and complete. There are many things to check and be verified. I can see that this appeal review has now been completed and the store is active and working. If you have any further questions you can reply directly to your Ticket ID : ************************************. This matter is now resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/04/2025

   
  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.

  Ir is recommended that Shopify be more transparent on what is being reviewed and how long the process takes.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:26/03/2025

  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.

  Ive been a loyal Shopify customer for over 7 years and have always had reliable payout timing sales processed Monday would hit my account by Wednesday, and so on. Recently, I decided to try Shopify Balance, after receiving multiple promotions stating it would offer faster or same-day payouts.I switched on Monday, March 24, 2025. Over Monday and Tuesday, I received about $8,000 in orders which, under my previous payout method, would have already been deposited in my account. Instead, I received just one small payout of $799, and the rest of the funds are stuck in a confusing, inconsistent schedule. Some orders show payout dates of March 27, others March 31 and no one at Shopify support has been able to give me a clear answer or help me resolve ***** make matters worse, my account is now overdrawing, and this delay is depleting my operational cash, which I rely on to pay vendors, fulfill orders, and keep the business running. Ive contacted support, reached out to a rep ******* and still have no resolution or direction.All Im asking is to speak with someone who can clearly explain what is happening and guide me on how to fix it whether thats switching back to my bank account or staying with Balance. I need a real answer before I make a decision that could delay payouts even ********** this point, Im left in the dark. Ive also seen other merchants facing similar problems, so I know this isnt an isolated issue. I dont want to leave Shopify, but I will if I cant get timely, dependable support especially when its impacting my financial health.Desired Outcome:I am simply requesting to speak with someone from Shopify who has the authority and knowledge to explain:1.Where my funds are and when Ill be paid2.Whether switching back to bank payouts will delay funds ************ to resolve this issue without further financial damage to my business

  

  Business Response

  Date: 03/04/2025

  Hi ****, 
  

  I am ***** a Support Lead here with Shopify. 
  Because of the public nature of the BBB I am unable to discuss account specific information to keep your account security intact. Moving payments to a Balance Account works the same as moving them to a bank account but with the added benefit of no processing times. I have had a look at the payout schedule and all payments are there and accounted for. I do see that in some cases like April 1, one of the payments fell outside of the payout cut off which was paid out April 2 so was added into the April 3 payout. I do also see other payment processor payments like ****** on those days which are not paid into your Balance Account. 
  

  I hope this answers your question and if you have any further questions please feel free to contact our *********** at any point or you can also have a look at our Help Documentation here - ************************************************************************************
  

  Regards

  *****

• Initial Complaint

  Date:25/03/2025

  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.

  Today I called shopify support as i logged into my account and was shocked that i seen a phone support but however i was told that my store ID LOOK ENT had a failed payout of 340USD since 2023 & this was never fixed however when i reached out today i was told that i have to wait for a response until 3 weeks , and i am confused on why would i wait longer if i have already been waiting since ***************************************************************************************************************************************************** get this resolved

  

  Business Response

  Date: 03/04/2025

  Hello *******, 
  

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

  The daily management of a store is not something that Shopify has any input into. All management of accounts are the responsibility of the Merchant and this includes their finances. If a payout fails, a banner is placed on the store's Admin so that the Merchant can take action to resolve the issue. 
  In saying that, our Merchant Trust Team have reviewed the issue and reach out out directly to you via Ticket ID : ************************************ with updated information and resolved the issue. If you have any further questions please reply directly to that email. 
  

  The issue is now resolved.
  Regards
  *****
  

  
  

• Initial Complaint

  Date:25/03/2025

  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.

  An account was fraudulently set up using my information. Shortly after receiving the email that an account was set up using my information, I got a second email stating that the email address on the account was changed to ************************* I need this account closed ASAP. This is a fraudulent account and there is zero options for me to talk to a live person about this issue.

  

  Business Response

  Date: 26/03/2025

  Hi *******,
  
  My name is ******, Im an Operations Lead at Shopify. Thank you for reaching out to us regarding your experience with your email being used to create an account on our platform. 
  
  I apologize for the inconvenience this has caused you. I have reached out to our internal team on your behalf to notify them of the account. I would also recommend submitting a request to have your data removed from the associated account. To submit this request, please go to ************************************************ follow the below steps:
  
  1. Click on *************** then "Shopify merchant, partner, or Compass user"
  2. Under "Log in to Shopify" select "Don't have access?"
  3. Choose "All Accounts are closed" and provide your name and email address details used in the boxes provided. Then click "Submit request"
  4. Check your inbox to verify your email address
  5. Once your email address has been verified, sign the affidavit and a member of our team will process your request as soon as possible
  
  Please note, the Shopify Privacy Team has 30 days upon receipt to respond to the request. Once the deletion request has been approved, you will receive an email confirming that your data will be deleted within 10 business days.
  
  Warm regards,
  ****** | Operations Lead, Shopify

  Customer Answer

  Date: 26/03/2025

  Complaint: 23115357
  
  I am rejecting this response because: I need confirmation that any account associated with my name, address, email address, social security number, etc. has been closed and marked as fraud.

  How can I obtain this confirmation?

  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/04/2025

  Hi *****, 
  
  This is ****** reaching out to follow up on your previous concern.

  I want to assure you that once our internal team has marked the store as closed, you should have received email confirmation regarding this action. Following this, the data erasure steps we suggested in our prior communication are your next steps. Once you have completed those and your deletion request has been approved, our team will send you a confirmation email indicating that your data will be completely erased within 10 business days. Please note that from the date you complete the data deletion request, we have up to 30 days to respond. 
  
  In the interim, I can confirm that the store in question has indeed been marked as fraudulent and closed; you can take this email as official confirmation. 
  
  We consider this case closed. 
  
  Warm regards,
  ****** | Operations Lead, Shopify

• Initial Complaint

  Date:25/03/2025

  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.

  We need to speak to someone about getting back into our account. We have recorded conversations with 4 or 5 people on the other end of a chat and none have been able to help us regain access to shopify account. All we want is to PAY to re-access account. That is part one. part 2 is that now we receive an email that our account (that we cant access because no one can help us do so) is on auto-renew for our URL and we cannot access to take the auto-renew off. no one to help. so frustrated and hours and hours spent on this. Our account is locked and there is about $250 we also cannot access from our shop. No phone number and no once resolves issue..it just keeps going in a circle with no resolution. and now they want to take $16 for OUR domain name we cannot use. We need the domain name and if we can AT LEAST take the auto-renew off we can buy it with a different company when it expires next week!!!!!!

  

  Business Response

  Date: 26/03/2025

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding accessing your account and domain. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate our Account Security team sent you and email via Ticket ID: 932d99f7-2acc-4e24-8703-fcf816cc3e37 in order for you to upload identification information via a secure link which has now expired. Please respond back to this Ticket ID to request a new link be sent to you in order to upload the required identification information.  
  
  Once this has been completed, you will be able to log back into your store in order to manage the renewal of your domain. 
  
  Thank you,
  *****

  Customer Answer

  Date: 27/03/2025

  Complaint: 23110754
  
  I am rejecting this response because:
  We sent the info requested however it was sent to our other email. We replied with identification from the other email which is ************************** BUT we are requesting removal of 2 factory authentication (to hopefully be able to access our account) for the email *********************** no one has been able to assist with this despite us uploading ID for *** *********. We got no reply from shopify. If you can unlock our account/store we will be happy to pay the fee please. In addition if we can't access our account we cannot REMOVE the autopay on our URL. Just the other day after we have been locked out of our account for months, ******************** emailed us stating that they would be charging $16 to autorenew our URL. we need to access our account so that we could manage that. ***** could you call me so we can resolve this in just a few minutes? Or give us access to our store/account? We can provide credit card for payment over the phone and will be happy too.

  Get verified over the phone. Or if you can send any verification through this communication we will be happy to provided here.
  

  
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 02/04/2025

  Hello ***, 
  
  Thank you for getting back to me about this. 
  
  Based on our records, our Account Security team emailed ******************************* on February 27, 2025, providing a link to upload your identification documents using ticket ID: ************************************. Please note that this link expired on March 2, 2025, so you'll need to respond to this ticket ID to request a new one from the Account Security team.
  
  As the BBB is a public platform, we cannot verify this information here. To regain access to your account, you must respond to the ticket ID.
  
  Sincerely, 
  
  ***** | Shopify Operations Lead

• Initial Complaint

  Date:24/03/2025

  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.

  Business Name: Shopify Inc.Business Address: ****************************************************************************************** Complaint Type: Product/Service Issue Complaint Summary:Shopify terminated our store without warning, despite an ongoing **** dispute involving a malicious competitor. One of the takedown notices was already removed, proving it was false. This termination occurred without notice, process, or compliance with **** law.Details:We run a legitimate e-commerce business. A competitor has repeatedly abused the **** takedown system by filing false copyright claims against our product content. We disputed these takedowns immediately and provided proof of original content. One of the **** notices was already removed by Shopify, confirming that the claims were fraudulent.Despite this, Shopify terminated our store without any prior notice, no chance to respond, and no formal investigation. This is a violation of Shopifys own platform policies and a potential violation of Section 512 of the ****, which requires a proper counter-notice and response period before any takedown or account termination.Our business has suffered serious financial harm due to this action. Shopify did not follow lawful or ethical procedures and failed to protect its user from false takedown abuse. This kind of termination without warning, especially after a proven false claim, is unacceptable.Resolution Requested:1.Immediate reinstatement of our Shopify store.2.A full internal review of the fraudulent **** claims.3.Written assurance that Shopify will comply with the **** and provide proper notice in the future.Documentation Available:**** takedown records Confirmation of removed **** notice Screenshots of suspended listings and store Copyright registration in progress All email communication with Shopify support Final Note:This matter may be escalated legally under 17 U.S. Code 512 if not resolved swiftly. We are prepared to pursue legal action for damages if necessary.

  

  Business Response

  Date: 01/04/2025

  Hello Abanoob, 
  

  I am *****, a Support Lead here with Shopify. 
  The DMCA takedown process is a legal process that has very strict processes that must be adhered to. These processes can seem frustrating but it is what Shopfy must follow. All information was given to you in the two tickets you have open, IDs :  ************************************ and 74ddc907-6ca5-40b5-a936-7ba4356ff303. Any questions or concerns should be directed at those tickets only as they are source of truth and the fastest way to resolve the issue. 
  

  Regards
  *****