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.
851 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: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.
I was told by the representative at ************* which is a client of Shopify that a dispute is open for $100 with **************** CC and they can't refund the money until this dispute has closed.I checked with **************** and the dispute was closed in February, 2025 before the gods were even returned to the merchant.The merchant (**** Mattress) is saying that they cannot refund until this has been settled by Shopify.
Customer Answer
Date: 24/03/2025
This is the receipt for the mattress ****** returned.
**** Mattress says they cannot refund because"Shopify says there is an outstanding $100 dispute with ****************
This dispute was settled in February, 2025 before the mattress was ever returned!
Customer Answer
Date: 25/03/2025
I have contacted Lull Mattress but they said it could take up to 75 days and they are waiting for Shopify to reconcile.
I am tired of the runaround so I contacted the *********** Amex is taking care of it.
Initial Complaint
Date:21/03/2025
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.
3/13 Shopify blocked a large sum of money in my seller account without any explanation, and I cant withdraw it. I received a notification in the admin panel stating that the number of chargebacks and disputes on my account has increased, even though no such incidents have occurredIm attaching a screenshot of the orders. Instead of providing any adequate information, for over a week they have been telling me that they cant disclose anything because the information is held by another team, and that team can only be contacted via email, to which they are not responding. I have sent numerous emails with no reply. This situation appears to be a scam, and I need help retrieving my funds since I have fully met my obligations to my customers. Please advise me on which law enforcement agencies to contact in order to recover my illegally withheld funds from Shopify. My business is registered and operates in the ***.
Business Response
Date: 26/03/2025
Hello ******,

My name is ****, I am an Operations lead at Shopify. Thank you for reaching out about your account and payout hold due to chargebacks.

I have sent you an email under ticket ID ******** with the subject line 'In Regards to Your BBB Complaint ********'. In order to look more into this hold, I will need to authenticate you as the account owner. Here at Shopify, we take the security of our merchants and their accounts seriously and must follow certain steps to resolve situations like this. Please reply to that ticket with the requested information so we can help resolve this matter for you.

Best Regards,
**** | Operations Lead, Shopify
Customer Answer
Date: 26/03/2025
Complaint: 23100212

I am rejecting this response because this response doesn't solve the situation.

Sincerely,

****** Ovechkin
Business Response
Date: 10/04/2025
Hello ******,

**** here again, I appreciate you getting back to ***

I contacted you regarding ticket ID ******** to verify your status as the Account Owner. After confirming this, I shared that our team had previously reached out through ticket ID ************************************ to provide details on the hold placed on your account. Im happy to inform you that this hold has now been lifted.

If you have any additional questions or need further assistance, please dont hesitate to reach out to the team using the ticket ID mentioned above.

Best 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,

****** Ovechkin
Initial Complaint
Date:21/03/2025
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.
Complaint Summary:I am requesting that Shopify close two business accounts that I unintentionally opened. I am disabled and have requested reasonable accommodation under the **** but their system and support structure have made this process overly complicated and inaccessible.Complaint Details:I am filing a formal complaint against Shopify regarding my experience trying to close two business accounts that were opened in January 2024 under the following emails:*********************************** ******************* / ********************* Due to Shopifys technical limitations and excessive security requirements (passkeys, interface checks, multiple device authentications), I have been unable to log in or close these accounts, despite spending hours on the phone with customer support. Each time I contact support, Im told something contradictory, or that I must log in to take any actionwhich I have clearly explained I cannot do.I use an older MacBook, an iPad, and my iPhone, and their system requires Mozilla Firefox, which I cannot easily install or use across devices. The interface is not user-friendly, and the layered security measures are excessive for someone with ADHD and autism. Ive made it clear that I am disabled and requested reasonable accommodation under the Americans with Disabilities Act ****** Despite that, I was refused help unless I logged in, which Im unable to ***** this point, I am requesting that both accounts be closed immediately and that no further charges be made. I do not want to be charged again in April or any month thereafter. Shopifys platform is not accessible, and their customer service has not been willing to escalate or assist without requiring burdensome steps from me that I am unable to perform
Business Response
Date: 28/03/2025
Hello, ******.

This is Lumen, Operations Lead at Shopify.
Thank you for reaching out and sharing your experience with us. We have received your complaint, and I will be assisting you with this matter. I am still establishing the full history of your recent interactions with our Support team and will follow up with you as soon as possible with further information. Your partnership is important to us, and we are here to support you. If you have any questions, please do not hesitate to reach out.
Best regards
Lumen | Operations Lead
Business Response
Date: 01/04/2025
Hi ******,

It's Lumen again from Shopify.

I understand that you're experiencing some difficulties with closing your stores, and I appreciate you for reaching out to discuss this.

In order to review your account and address your concerns, I will need some additional information to assist you effectively.
Due to the public nature of the BBB, I am unable to discuss account-specific details here. I reached out to you in ticket #******** at the address provided in your complaint with further information on how we can proceed. Please search your inbox for this.

Warm regards,
Lumen
Operations Lead | Shopify.
Customer Answer
Date: 17/04/2025
and reasonable accommodations. I opened a complaint after discovering that Shopify has continued charging my account without authorization. In response, I changed both of my debit cards to prevent further charges. Despite this, I am still receiving billing emails and Shopify continues to attempt to charge me. I now have two separate Shopify accounts that I did not mean to open, and I need both of them closed immediately. I want to make it clear: I have never used Shopifys platform, and I am unable to navigate or access the services. I only use an iPhone and cannot download or manage the tools required to resolve this on their platform. This is not a small technical issuethis has become a serious accessibility problem and a financial hardship. Furthermore, I must express frustration with the BBB process itself. I was never directly contacted by phone or email in a way that I could access or understand. Instead, I was expected to find a hidden link and respond through a portal I never saw. As someone with autism and ADHD, this type of system is not accessible to me. I am now formally requesting reasonable accommodation, as is my right. If I did not previously request it, I am doing so now in writing. Please contact me by phone call or text at ************. I am available to verify this issue and discuss next steps. Please do not close this complaint without personal contact. Here is what I urgently need: 1. Both Shopify accounts CLOSED. 2. All charges reversed. 3. A clear point of contact at Shopify who can help resolve thispreferably someone trained in accessibility or support. 4. A guarantee that my bank cards will no longer be charged. 5. Acknowledgment of this complaint and a personal response from the BBB that includes accommodations going forward. This has become a financial and emotional burden, especially as a disabled customer. I am requesting this matter be escalated and properly followed up on. ?
Business Response
Date: 21/04/2025
Hi, ******.

This is Lumen, and I've received the details you provided on ticket #******** that we've been collaborating on.

Please keep in mind that due to the public nature of the BBB, I am unable to discuss account-specific details here. So its best to continue working on the ticket we've been collaborating on. I have replied to you in ticket # ******** with the next steps we will take to arrange the callback. Please check your inbox for my response. It's best to continue the conversation from that ticket to move forward.

I appreciate your cooperation, ******.

Best Regards
Lumen | Shopify Operations Lead
Initial Complaint
Date:21/03/2025
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.
I am writing to express my extreme frustration and disappointment with the customer service I have received regarding my deactivated Shopify account. The complete lack of communication and failure to provide resolution has been unacceptable. I am now demanding immediate action.Timeline of Events March 12 My account, Apologetic Threads, was deactivated without any explanation beyond a vague reference to a violation of Shopify's Acceptable Use Policy. I attempted to submit an appeal through the provided Dispute Form but encountered persistent errors.March 12 I contacted support and spoke with ***, who assured me that my case had been escalated to your Business Operations team. I was told I would receive confirmation of this escalation and further updates no such confirmation ever arrived.March 13 I attempted to follow up again with Shopify Support and was again told my case had been escalated. Still, no confirmation or response from the Accounts team was received.March 18 I spoke with ********, where I reiterated my frustration and requested a refund as well as instructions for transferring my domain. I was once again told my case would be marked "urgent," but no further updates followed.March 21 I spoke with ******, who confirmed that my account was still under review by the Accounts team. Despite multiple assurances that my case was "urgent," I have still not received a response or explanation as to why my store was deactivated. I requested that my complaint be forwarded to a supervisor and was told there was no way to escalate further.Over the course of nine days, I have been given no clear answers, no confirmation that my refund request has been processed, and no information on how to transfer my domain all while my business has been unable to operate.
Business Response
Date: 25/03/2025
Hi, *****.

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

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

I can see that you were provided correct guidance in the chat images linked, and your request has since been resolved in ticket ID ************************************. If you have any additional questions on this, please respond to that ticket.

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

Customer Answer
Date: 25/03/2025

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:21/03/2025
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.
Subject: Formal Complaint Against Shopify Unjust Store *************** of Support Dear Better Business Bureau,I am filing a formal complaint against Shopify due to their repeated and unjustified closure of my store(s) and their failure to provide proper support or resolution.I recently created a Shopify store and began building it, only to have it suddenly shut down without explanation. Each time I attempt to open a new store, Shopify closes it again. I have reached out to their support team over 10 times via live chat and email, but I keep receiving the same generic, unhelpful responses. They continue to say my issue has been "escalated" to another team, but no real action has been taken to resolve my case.This situation has caused me significant frustration, stress, and anxiety, as I have dedicated time and effort to setting up my business, only to have it unfairly shut down. Shopify has ignored my emails, failed to provide a clear reason for the store closures, and has not taken any meaningful steps to resolve the ******** this point, I feel completely disregarded as a paying customer. I am requesting that **************************** explain why my store was closed and provide a legitimate reason.Reopen my store immediately if no violations were committed.Improve their customer service process to ensure real resolutions rather than automated responses and empty promises.I am deeply disappointed in Shopifys lack of transparency and failure to support their users. I kindly ask the BBB to assist in holding Shopify accountable and ensuring they take action to resolve my complaint.Sincerely,Mohamed **********************
Business Response
Date: 25/03/2025
Hi, *******.

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

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

In order to maintain the health of the platform and safety of consumers, it is sometimes necessary to deactivate businesses that are deemed to be too high risk for us to support. These decisions are not made lightly, which is why merchants are allowed to appeal the decisions and submit supporting documents to assist in reassessment. I note that this has been resolved for you in ticket ID ************************************. If you have any further questions on this, please reply to that ticket.

Best,
****** C | Support Lead
Initial Complaint
Date:20/03/2025
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.
March 4th created site and was requested to upload my DL and ss number for validation. We made some minor sales $20. Then large item $1049.89 was purchased March 9th for an E-bike kit. March 12th I paid $16 plus $1 for domain name. March 18th at 0420 received email Im being refunded for the domain. Shop is deactivated. Still shows Shopify as owner of the domain. Cant access account. Contacted customer support that morning. I was told an email was sent with the information as to why the account was deactivated. There was no email. I was not provided with any information as I was told a different team handles that sort of issue. And was told not to worry that it would be escalated. I re-contacted the customer service section again I was told the Risk protection team handled it, but not to worry that they would escalate it. This time I did receive an email. Contact the customer service again the next day since I hadnt heard anything. And again I was told they couldnt do anything that the trust department handles that sort of thing. I had responded to the email several times with no response and even emailed their legal department, which I found the email address online. And still with no response I decided to reach out once again through the customer service help platform and was told the same thing, except the billing department was going to look into it And try to rectify the situation and transfer the money to my account.. I did find endless amount of similar issues in their community forum sections.Purchaser inquired as to the delay in shipping and why shop was closed. He was nervous that we were scamming him. He said he paid extra for 3-5 day shipping although we never offered expediting shipping. We noticed a shipping charge of $6.99 on his order. Dont know if Shopify added that and kept the money as we cannot see where it goes
Business Response
Date: 26/03/2025
Hello *****,

My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out about the status of your account.

Our team has emailed the Account Owner at the email address associated with the account under ticket ID ************************************, explaining the reasons behind the deactivation of your store.

Please note that two formal warnings were sent requesting additional information, followed by a final notice regarding the closure of the store and an option to submit an appeal. You can still submit your appeal through the following link: ***********************************************************************************************************

If you have any other questions, please direct them to the above ticket.

Best Regards,
**** | Operations Lead, Shopify
Customer Answer
Date: 27/03/2025
The email associated with the account had no emails from Shopify or of the like. It is a decrypted email from ***** that gets forwarded to the actual email address which is ************************* Ive tested the encrypted email and in fact it worked.
numerous attempts were made on the appeal form however it would not upload the documentation. This has been reported to customer support. We are awaiting a response.
Customer Answer
Date: 31/03/2025
We finally found the emails in my sons spam folder. I did notice I was to have 14 days to respond according to Shopifys email dated the 12th. And as you can see I was given 6 days according to the refund dated March 20th.
My son and I immediately began contacting customer support regarding this issue however no one provided us with any information. They said it was not in there department and they couldnt put me in contact but only escalate it so someone would reach back out to us.
even as of today, we havent really received anything and we decided to go ahead and submit the appeal yesterday. Despite the fact it did not appear as our document got uploaded. This was the same issue. I responded to through this forum to alert you about it and have you yet to hear from you as well.
Customer Answer
Date: 07/04/2025
Complaint: 23091316

I am rejecting this response because:

They have not replied to my last message which is vital for a resolution. I completed the appeal form however it would not let me upload any documents. Ive emailed and sent a message through this platform. In an email I was told to wait, its been weeks and I still have no communication. They are retaining over one thousand dollars of mine. It seems as though they have done this to numerous others in the same manner. Most never receive their money.

Sincerely,

***** *********
Business Response
Date: 09/04/2025
Hello *****,

**** here again. Thanks for reaching back out.

Our team has reviewed your appeal under ticket ID ************************************ and is requesting additional information. Please respond to that ticket with the requested details so they can assist you further.

Additionally, I want to inform you that our internal teams are currently experiencing higher-than-normal wait times, which is causing delays in their response. They will review all submitted documents as soon as they are able to. The sooner you respond to their email, the faster they can help you.

If you have any further questions or need assistance, please feel free to respond to that ticket, and the team will assist you.

Best regards,
**** | Operations Lead, Shopify
Customer Answer
Date: 21/04/2025
We have responded to the additional info requested and have yet to hear back. It has been over a month now .
Customer Answer
Date: 26/04/2025
I have yet to hear from the business as its been 3 weeks now.

I appreciate all your efforts as this seems to be the only way to get the business to communicate with me. This has been going on since February. They have stopped allowing me to conduct business and are still currently withholding funds in excess of $1000. Ive done nothing wrong or illegal. It was simply an oversight on a lost (spam folder) confirmation email Shopify had sent when we originally signed up. Shopify allowed business transactions and then suddenly cancelled everything because we didnt respond to the email. I simply need the balance transferred to my bank and I will move on. I have provided a copy of the shipment confirmation as requested 3 weeks ago now.
Business Response
Date: 29/04/2025
Hello *****,

**** here again. Thank you for updating us on your case.

On April 9, 2025, we reached out under ticket ID ************************************, requesting additional information regarding your business model. Specifically, we asked for "proof of shipping." However, if that is unavailable, please provide a relevant substitute and/or an explanation as to why it cannot be provided.

Please be sure to respond to ticket ID ************************************ with all the requested information, as only that team will be able to assist you.

Best regards,
**** | Operations Lead, Shopify
Customer Answer
Date: 29/04/2025
Complaint: 23091316

I am rejecting this response because:

This is the proof the item was shipped. There was no response from your team indicating they did not have the proper documentation. There is no email from them that I can respond to.

Sincerely,

***** *********
Customer Answer
Date: 13/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.
Shopify had allowed the business to proceed with transactions prior to a response to their emails for verification. They were later found in spam folder. Transactions occurred and then the business was closed by Shopify due to the non response. An item was sold, shipped, and paid for by me. The item was shipped from ***** and I provided proof it was at a US port with the customers delivery address. The customer finally received the item last week. Shopify is still withholding the proceeds from said sale.
Regards,
***** *********
Business Response
Date: 16/05/2025
Hello *****,

**** here again. Thank you for your follow-up regarding your case.

I can confirm that our Merchant Trust team has provided a new update regarding your store under ticket ID ************************************. This update contains important information pertinent to the resolution of your case.

Please check your email inbox associated with your Shopify account for this communication. If you do not see it in your primary inbox, I recommend checking your spam or junk folders as well.

If you have any difficulty accessing this update, please respond directly to that ticket ID rather than through the BBB platform, as the Merchant Trust team will be best positioned to address your specific concerns and provide guidance on next steps regarding your funds.

Best Regards,
**** | Operations Lead, Shopify
Business Response
Date: 03/06/2025
Hello *****,

**** here again. Thank you for your continued communication regarding this matter. I'd like to provide some clarification on the situation.

Our verification process is designed to protect both merchants and customers on our platform. When verification emails are sent, it's important that they are addressed promptly. Emails may be sent to spam due to reasons like content filters, sender reputation, and bulk sending, which are outside of our control. We always recommend checking spam folders regularly when expecting important communications.

Regarding the funds from your e-bike kit sale: When an account is deactivated for verification issues, our system automatically places a hold on any transaction funds as a standard security measure. This is not permanent, but requires proper resolution through our verification process.

I can confirm that our Merchant Trust team has completed their review of your case and has removed the hold on your account. Your store has been reinstated, and you will now be able to access your funds. To proceed with reopening your store, you will need to select a subscription plan through your admin dashboard.

Should you have any questions about selecting a subscription plan or need assistance accessing your reinstated account, please respond directly to ticket ID ************************************, as this will ensure your communication reaches the appropriate team who can guide you through the next steps.

Best Regards,
**** | Operations Lead, Shopify
Customer Answer
Date: 04/06/2025
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Regards,
***** *********
Initial Complaint
Date:20/03/2025
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.
Scam comes from within Shopify. Email pretends to be Shopify support with a legit email address "[email protected]". This would make any reasonable person think that the subdomain is legit, as it is part of shopify.com. But apparently it is indeed a scam or phishing. Has been going on for some time, so Shopify knows this is happening, but is not (or are unable to) taking steps to protect its customers from scams from inside the domain.
Business Response
Date: 27/03/2025
Hello ****,

My name is ****, and I am an Operations Lead here at Shopify. Thank you for reaching out to us regarding your concerns about phishing scams.

Shopify provides several resources and guidelines to help merchants protect themselves from phishing attacks:

1. Recognizing Phishing Emails: Shopify emails will come from official domains such as @shopify.com, @email.shopify.com, @*****************************, and @****************************************. Be cautious of emails from public email services like Gmail, Yahoo, or Hotmail, as these may be phishing attempts.
2. Immediate Actions: If you accidentally click on a phishing link, please change your Shopify account password immediately and enable two-step authentication for added security.
3. Reporting Phishing: Forward any phishing messages to Shopifys inbox at ************************************ This helps us keep a record of attacks and improve our protective measures.
4. Security Features: We strongly encourage you to activate two-step authentication to add an extra layer of security to your account.
5. Guidance and Support: If you suspect a phishing attempt, you can contact Shopify Support to verify any suspicious communications and ensure your account's security.

For more detailed information, please visit Shopify's phishing protection page, Phishing Protection: ************************************************************************************************.

Its important to note that attackers may also use tactics such as vishing (voice phishing) and smishing (SMS phishing) to gather sensitive information. Be cautious not to provide sensitive information over the phone or click on potentially harmful links in SMS texts. If you believe you have received a phishing call or text, please contact Shopify Support immediately.

If you have any additional concerns about phishing, I recommend visiting the phishing protection page within our Shopify ************ You can also reach out to our 24/7 Support team if you have any questions or need assistance.
Best regards,

Kody | Operations Lead, Shopify
Initial Complaint
Date:19/03/2025
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.
I am trying to regain access to my Shopify credit account, payment accounts and to be able to process payments again. I have reached out to them several times since January 20th,2025 about this. I have three open tickets for this matter. I keep getting told to wait on an email. But I havent received this email and they dont know when it will come. I have advised my business name with the *** is Shes A Blessing Thrift. I cant access my money nor process payments for my small business due to this hold up. They have deactivated everything.
Business Response
Date: 25/03/2025
Hello Jasmine,
I am *****, a Support Lead at Shopify.
For situations like this, our Support Advisors follow specific escalation paths to ensure your issue is directed to the right team. These escalations are essential for maintaining account security and resolving your issue effectively. Your issue has been escalated and is currently under review by the appropriate team. They will contact you directly to resolve it.
I hope this answers your question.
Sincerely,
*****

Customer Answer
Date: 25/03/2025
Complaint: 23089438

I am rejecting this response because:

It is not resolving my issue. They are basically still giving the run around with no solution. Its been three months and Im unable to process payments. And they are holding my hard earned money

Sincerely,

******* ********
Business Response
Date: 03/04/2025
Hello Jasmine,
***** here again from Shopify. As I have previously advised, our escalation paths are critical to ensure the correct team looks at an issue as quickly as possible. It may seem that it is excessive practice but must be followed.
I do see that the escalation is now complete and that our Merchant Verification team have reached out to you via Ticket ID : ************************************. They have requested more information. Please respond directly to that ticket so they can resolve your issue as quickly as possible.
Regards
*****
Initial Complaint
Date:19/03/2025
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.
I am The Village Country Store on shopify. I use Shopify Balance. They state: "Utilize Shopify Balance: Shopify Balance allows you to receive your Shopify Payments earnings in as little as one business day. Your main Balance account is automatically set as your Shopify Payments payout account after signing up."I have been a shopify seller for 10 years. Shopify has informed me that a migration happened, wherein Stripe and Shopify are in the process of moving merchant Shopify Balance funds from ******************* to Stripe's banking partner Fifth Third ******* a result, my 'paid' is not showing up in my 'balance' I contacted support, they said 3 - 5 days, I said my customer needs their product, and I need the money to pay for product. I requested escalation and was repeated ignored. Then support said they talked to billing and billing said 3 days. I again stated, the site said '1 day'. At this point, who knows if it will show up or not, as they state 1 days if using balance, then put me off saying 3-5, and then again, they say 3. All I know is yesterday my customer paid, and ********************** says 'paid', but it is not deposited into my balance. Please fix.
Customer Answer
Date: 24/03/2025
As you can see, they keep holding my money, See attached. They mark paid, but clearly it is not showing up in shopify payouts. This time I am missing $408.83. The amount in my deposits that show up is from March 23 as 287.32. And even though they mark it as $408.83 paid, clearly it is not in my account! Please escalate this to finance, it's a mess!!!!!!
Business Response
Date: 31/03/2025
Hi *******,

My name is ******, an Operations Lead at Shopify. Im reaching out regarding your recent BBB complaint #********. I understand that you have concerns about your Shopify Balance and the timing of your payouts following the migration to ***************** I completely appreciate how important timely payouts are for your business, particularly when it comes to fulfilling your customers' orders.

I want to assure you that Ive shared your feedback with our internal team to ensure your concerns are acknowledged. Additionally, our Spending and Lending team has responded to your inquiries under ticket #********. If you have any further questions or need additional assistance, please dont hesitate to reply to that open thread, and our team will be glad to help.

Thank you for your understanding as we work to resolve this matter.

Best regards,
****** | Operations Lead, Shopify
Initial Complaint
Date:19/03/2025
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.
I opened a store and sold items to a customer who paid $882.00, ******************** closed my account and never paid me the money. Essentially stealing from me. I have sent multiple complaints and spoke with people and they all say they are escalating and will get back to me. I have not heard from them one time. I had to fulfill the order for the customer and have not received payment from Shopify. I need my money asap. This has caused me to be out of pocket for the product I sold and this was December 6 over 3 months ago. This is fraud! I have read multiple reviews of customers with the same issue and no one ever responds. At this point I expect to be compensated for the poor customer experience and hardship caused by withholding my funds and never communicating. If this is not resolved with 30 days I will file a small claim case and will expect additional funds to be reimbursed. This is unacceptable for a business to operate like this.
Business Response
Date: 24/03/2025
Hello ****,

***** here, an Operations Lead at Shopify.

Thank you for sharing your concerns regarding your Shopify Account. 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 show that you have previously received an email containing important information regarding your account and payouts. This email was sent under Ticket ID: ************************************ and included a link to appeal our decision, should you choose to do so.
For any additional questions or concerns, please direct your communication to our Merchant Trust Team through the same ticket ID. They are best equipped to assist you with your inquiry.
Should you require the original email to be resent, please do not hesitate to let me know, and I will ensure it is promptly arranged.

Thank you,
*****
Customer Answer
Date: 08/04/2025
They never sent me anything via email or contacted me by phone. They still have my 800 dollars. This is fraud and theft. They need to can me at i4e ******* or I'm filling an AG complaint. This is unacceptable. I am disgusting there message.

Customer Answer
Date: 10/04/2025
I opened a store with Shopify and a customer made a purchase of $882.00 on 12/6 at 10:08. I provided a screenshot of the purchase. Within a week the store was closed and I already shipped the items to my customer. Once you closed the store you never paid out the $882.00. The customer paid for the items and I did for furnishing the items. I see you recently sent a message that said my payouts were resume on 4/8 that is when I saw the messages from the BBB. I received no call or communications from Shopify until the message today. When I go into the store of course nothing is there and neither is the purchase from December. I have the screenshots which I provided as proof in the previous compliant. If you are trying to rectify this you can cut me a check at this point and mail it to my mailing address provided. I am done trying to deal with this and this is fraud. You are holding my money hostage. No one sent me a message from the previous complaint nor called me at **********.
Business Response
Date: 15/04/2025
Hi ****,
Thanks for reaching out and informing me that you didn't receive the email from our Merchant Trust team (ticket ID: *************************************, originally sent on December 9, 2024.
I've spoken with our team to have this email resent. It contains a link to appeal the decision if you believe the store was mistakenly terminated.
Regarding the payouts held in reserve, I've confirmed that the 120-day period mentioned in the email elapsed on April 7, 2025, however our billing team has determined an update is required. They have sent you an email via ticket #******** on April 15, 2025 that requires your response at your earliest convenience please.
Wishing you a great day ahead, and we apologize for any inconvenience caused.

Sincerely
***** | Shopify Operations Lead

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