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:18/03/2025
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 created an account with ******************** two days ago, started invoicing my customers, the next day I get a email saying my account was deactivated because it went against there terms, no explanation as to why. I do absolutely nothing wrong, and now my funds are being held for up to 120 days.
Business Response
Date: 24/03/2025
Hello Lexy,
I'm *****, a Support Lead at Shopify.
All Shopify stores undergo standard reviews by our **************** to ensure compliance with our Terms of Service and Acceptable Use Policy. These reviews can occur at any point during a store's lifetime.
Regarding your Ticket ID: ************************************, our Merchant Trust Team reviewed your additional documentation and successfully overturned the initial decision. Your account is now active and in good standing.
I hope this resolves your issue.
Best regards,
*****
Initial Complaint
Date:17/03/2025
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.
There were two charges made to my account that need to be refunded not just one. I will send screen shots of amounts charged to my account that I need to be refunded from explanation on first complaint I made initially
Business Response
Date: 25/03/2025
Hi *****,

My name is ****** and I'm a Support Lead here at Shopify. It sounds like you received some charges for a store you believe was closed and are hoping for a refund. I'm here to provide you with some more guidance and support.

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 general information to help you resolve the issues youve described. When signing up for Shopify and using a free trial, you will be presented with the option to choose a plan. If no plan is chosen, then the store will automatically freeze once the free trial ends. If a plan is selected, then the store will continue on that plan once trials ends. As for this $41.34 charge you saw, this has been escalated to our Billing Team within Ticket ID: ********. Please keep an eye out for updates in that ticket. If you have any further questions, you can contact our team directly in that ticket for tailored support.

Thank you,
******
Initial Complaint
Date:17/03/2025
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.
Dear Better Business Bureau,I am reaching out in complete despair regarding Shopify Inc.s handling of my business funds. Without any warning or valid reason, Shopify has frozen my funds, leaving me in an impossible situation.I have operated my business honestly and in full compliance with all policies. Every order has been successfully shipped to my customers. I have zero disputes and zero chargebacks. There has been no reason given for why my funds have been placed on hold, and despite my repeated attempts to reach out, I have been met with complete silence.This situation has put me in a dire position. My business depends on these funds to continue operating. Without access to them, I am struggling to keep things running. The lack of response from Shopify has only made things worsethere is no transparency, no justification, and no timeline for when this will be resolved.I feel utterly helpless. I have done everything right, yet my business is being unfairly punished. I dont understand why this is happening or how I can fix it when Shopify refuses to engage. The stress and uncertainty are overwhelming, and I fear for the future of my business.I am begging for assistance in this matter. I need answers. I need my funds released. I need Shopify to acknowledge the impact of their actions and provide a fair resolution.Please help me. I dont know what else to do.Sincerely,*****,*** Tai
Business Response
Date: 25/03/2025
Hello ***** ***,

My name is ****** and I'm a Support Lead here at Shopify. I recognize that you have some concerns regarding your Shopify Payments payouts and I'm here to offer you some further guidance and support.

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.

That said, I can provide you with some information to help you with the issues you've described. If an elevated level of risk is identified by our team, then a temporary hold on a portion of payouts can be placed. The hold serves as a protective measure against potential losses that may arise from chargebacks and/or refund volumes. For more information on Shopify Payments reserves, please see this Help Document :***********************************************************************************************.

Our team has contacted you several times since March 6, 2025 and provided reasoning within Ticket ID ************************************. If you have any additional questions regarding your account, please consider responding back in this ticket for tailored support.

Thank you,

******
Customer Answer
Date: 26/03/2025
Complaint: 23074780

I am rejecting this response because:

Thank you for your response. However, I must strongly express my concerns about the way my case has been handled.
I have sent multiple emails to Shopify's support team requesting clarification regarding the total balance hold on my account. Despite this, I have not received a proper response addressing my concerns.
Shopify claims to have contacted me several times since March 6, 2025, but I have not received any detailed justification regarding why my entire balancenot just a portionhas been frozen.
Due to Shopify's actions, I was unable to communicate with my customers, which led to two disputes. Prior to this, my store had zero disputes or chargebacks.
I submitted all required documents twice regarding these disputes, yet Shopify has not provided any confirmation or resolution regarding my submissions.
Shopify has chosen to freeze my entire balance for 120 days instead of a partial reserve. This action is excessive and does not align with Shopifys standard reserve policies, as outlined in your own Help Document.
Despite my attempts to clarify this, I have been met with silence and vague responses citing privacy, which does not justify withholding my funds without explanation.
Since I have exhausted all internal support channels without a satisfactory response, I am requesting the following:
A clear and specific explanation regarding why my entire balance has been frozen instead of a portion.
A fair resolution that allows me access to at least a portion of my frozen funds.
I expect a response that directly addresses these concerns. If Shopify fails to provide a proper resolution, I may have no choice but to escalate this matter further.

Sincerely,

*** *** *****
Business Response
Date: 10/04/2025
Hi Siu,

This is ****** here again from Shopify Support. I see you still have some concerns with your account and I'm here to offer you further support and next steps.

As mentioned previously, we are unable to access any account details through the Better Business Bureau (BBB). This is in order to keep your account information safe and secure.

I recognize and appreciate that you are wanting a more details explanation for your store. In order to keep account information secure, our Trust Team has contacted you within Ticket ID ************************************ on March 31, 2025 with more details. They have not yet received a reply.

If you have any further questions or concerns, please respond back directly to Ticket 421013ae-9192-48b9-aae7-d0d539f2d5c8 so that we can provide you with tailored support.

Thank you,

****** | Shopify Support Lead
Initial Complaint
Date:17/03/2025
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 deactivated my account and closed a store I never even used or opened during a trial period on March 6, 2025. The trial did not end until March 8, 2025 but they took ***** from my ****** account anyway even after I had cancelled and deactivated my account. I never even used the service at all. I want a refund. I have sent screenshot of the deduction on my ****** account. That is just plain not right.
Business Response
Date: 25/03/2025
Hi *****,

My name is ****** and I'm a Support Lead here at Shopify. It sounds like you received some charges for a store you believe was closed and are hoping for a refund. I'm here to provide you with some more guidance and support.

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 general information to help you resolve the issues youve described. When signing up for Shopify and using a free trial, you will be presented with the option to choose a plan. If no plan is chosen, then the store will automatically freeze once the free trial ends. If a plan is selected, then the store will continue on that plan once trials ends. As for the $94.34 charge you saw, this has been escalated to our Billing Team within Ticket ID: ********. Please keep an eye out for updates in that ticket. If you have any further questions, you can contact our team directly in that ticket for tailored support.

Thank you,
******
Initial Complaint
Date:15/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been using Shopify for about a year, but I stopped using their services a few months ago. Despite this, I continued paying the monthly fee of $9.99 to keep my account active, even though it was on hold and I couldn't use it. Essentially, Ive been paying just to maintain the account, and to actually use the service again, I would need to pay more than the $9.99 monthly fee.Recently, I was surprised to discover a $52.50 renewal fee charged to my account, which I was never informed about, nor did I receive any email notification regarding this charge. I reached out to Shopify for clarification, but I encountered issues with their support. My refund request was rejected, and I was repeatedly told that my case would be transferred to another department, leaving me stuck in a loop.
Business Response
Date: 19/03/2025
Hi Bahaa,

This is *****, I'm an Operations Lead with Shopify.

We have reviewed ticket ******** and ensured you have received the requested refund.

Should you require any further assistance such as addressing the status of your store, please reach out to that same ticket, and the specialist dedicated ro your case will be happy to help.

Thanks,

*****
Operations Lead, Shopify
Customer Answer
Date: 19/03/2025

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:14/03/2025
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 purchased something through ********** (who states on their website they use Shopify to power their online store) on February 6th. I received my order on February 27th with a guaranteed 30-day money back guarantee that I can return if I'm unhappy with the product. I have e-mailed Celsky 7 different times, Instagram messaged them, commented on their ******** and Instagram pages, to let them know I would like to return the product. No one email me back or respond to my messages. If you, Shopify, are representing ******'s online store, you have an obligation to investigate why my emails are being ignored. ********** claims it will respond to every email within 24 hours. I have copies of the emails I have been sending and I have yet to have even one response. This is terrible customer service and business practice. Even if I could not return the product and was told so, I would have liked to have the respect of a response. I feel like I am being ignored on purpose. I would love to resolve this issue without filing a complaint. I want someone to return my email.********* ******
Business Response
Date: 15/03/2025
Hello *********,
My name is *****, an Operations Lead with Shopify.
Shopify is a comprehensive e-commerce platform that offers tools to help businesses sell products online and in-person.

While Shopify does not directly manage the day to day activities, orders, or fulfillment for stores that use our platform, we're always working to ensure that stores on our platform conform to our Acceptable Use Policies (AUP).

If you believe a store on our platform is acting against our AUP, you can report an issue with a merchant using the appropriate form here - **********************.

Best regards,
*****, Shopify Operations Lead
Customer Answer
Date: 20/03/2025
Complaint: 23068603

I am rejecting this response because:
I did as requested and the response I received was that my complaint was filed. This said nothing of investigating and fixing the problem. I have continued to try to contact ********** throughout this process. I have attached a picture of my trying to fill out the contact form on their website. No matter what email address I put in, including new email addresses I have created to try and figure a way for some contact, it will tell my email address is invalid. I believe there is some type of fraudulent system in place to let us place orders with the company, but have no way to contact them after. Just take our money and that's all they care about.
How can Shopify support a company that does not even let its customers contact them? Is this the acceptable standard now? Do you care about who you are representing? I don't believe you have looked into my situation adequately.

Sincerely,

********* ******
Business Response
Date: 24/03/2025
Hello *********,

This is ***** from Shopify.

Thank you for taking the time to fill out an AUP report. After using the "Report an issue - Shopify" page and providing detailed information, any decisions and actions taken are ultimately up to Shopify once fully investigated. Shopify will review the report and determine the appropriate next steps based on our policies, however to protect the privacy of all parties, these findings and next steps will not be shared. We thank you for initiating this review.

Best regards,

*****
Operations Lead, Shopify
Initial Complaint
Date:14/03/2025
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.
Shopify is holding payouts from transactions placed through their platform. They have escalated the issues multiple times but weve been getting the run around since December 2024. We were made aware of a lein on the account in a previous ein. We corrected that and even changed the the account in to our correct retail business ein. Hey have told us the payouts are coming but they keep bouncing us around to different departments with zero resolution. We have switched payment processing to ****** and had zero issues getting payouts. They asked us to switch back to Shopify payments so they can issues the payouts. I very transaction since switching back is also being held. We need help getting this rectified.
Business Response
Date: 15/03/2025
Hello ******,

My name is *****, an Operations Lead with Shopify.

While we are unable to discuss details of your store publicly, we have ensured that our team has reached out to you on ticket ID ************************************, outlining next steps. Please refer to this ticket for updates and with any questions you may have.

Best regards,

*****, Shopify Operations Lead
Initial Complaint
Date:14/03/2025
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 created a brand recently called ********. I went with shopify as a service provider as I've seen many artists and others use their service to help broaden their brand. The experience has *** terrible. Mind you I read all of their policies and followed them by the letter but even then 24 hours after I had my domain closed due to policy violations. Which okay, but I filled an appeal immediately after and it has now been over 72 hours with no communication for their "Account Specialist". Please do not allow this company to operate at a A+ score if they can't even solve simple issues. There are many complaints from other users similarly. At this point I dont want to use shopify anymore but please release my brands domain. ************. This is all I ask for and let's end this short relationship here.
Business Response
Date: 16/03/2025
Hello, *******.

My name is *****, an Operations Lead with Shopify.

While we are unable to discuss details of your store publicly, we have ensured that our team has reached out to you on ticket ID ************************************, outlining next steps. Please refer to this ticket for updates and with any questions you may have.

Best regards,
*****, Shopify Operations Lead
Initial Complaint
Date:14/03/2025
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.
My business website and account were frozen on March 10, 2025 with no advance warning. My only business is halted and there has been daily escalation with no resolution. I am asking for my business website domain to be released so I can restart on another platform quickly without further disruption but there is no clear answer, made commitments to resolution but didn't follow through, and none of the agents I spoke with had any idea what's going on. Last agent I spoke with is today March 14, 2025 with same responses. I need Shopify to reach out and release my domain today as per my escalation.
Business Response
Date: 20/03/2025
Hi *****,

My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue you were having with accessing your store. I see that our team emailed you on March 17th to let you know that the store has been reinstated, and you can now go ahead and log in (keep in mind that you may have to re-select your plan in order to do so). Please respond directly to the email you received on ticket ID 746baf16-f743-4dd2-8431-2b1e842c7d5b if you have any questions or concerns.

Thanks,

***** | Shopify Support Lead
Customer Answer
Date: 21/03/2025

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:13/03/2025
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.
Shop sends codes despite a consumer deleting a Shop account. The only way to connect with a Shop staff is to create a Shop account. They need to change this! They need to allow consumers to opt out of getting text messages and emails without creating a new Shop account. This is madness.
Business Response
Date: 16/03/2025
Hi ******,

My name is ****, I am an Operations Lead here at Shopify, thank you for reaching out to us. We value your feedback and I recognise how frustrating this experience has been to receive support regarding the current status of your Shop account.

I recognise that creating a Shopify store for the purpose of receiving support is not an ideal experience, however, you can contact our Shop Support team directly at
"Contact the Shop support team": ***********************************************************************************. Be sure to click 'Email Customer Support' under 'Still need help?', then you can contact our team.

To delete your Shop account, you can follow these steps in this document - Delete your Shop account: ***********************************************************************************;

Additionally, if you have concerns about managing your data and privacy settings, you can follow these steps in this document - Manage your data and privacy settings: ********************************************************************************************.

If you have any questions, please continue to work with the Shop team so they can directly assist you.

Kind regards,

**** | Operations Lead, Shopify
Customer Answer
Date: 17/03/2025
Complaint: 23062881

I am rejecting this response because:
Shop/Shopify have numerous complaints on sites like Reddit for the same problem I am having. Shop/Shopify needs to be clearer to consumers about how to disable and not receive notifications, such as opting IN for notifications rather than opting out. Please review your detailed instructions for the consumer -- this is difficult if not impossible for people. I have to reinitiate an account that I don't want in order to opt out of notifications, text messages, and emails. Please change this! Many people, including myself, have spent time and energy to extricate ourselves from your business.

Sincerely,

****** *******
Business Response
Date: 23/03/2025
Hi ******,

Thank you for reaching out and sharing your concerns regarding our notification settings. We truly appreciate your feedback as it helps us improve our service.

I understand your frustration in regards to your experience for the option to opt out of notifications. Currently, in order to manage your notifications and settings, you must be logged into your account to make sure that the settings are being adjusted for the correct account. This requirement ensures that only you have the ability to change your personal preferences for notifications, texts, and emails associated with your account.

While I recognise this may seem inconvenient, it is a necessary step to protect your privacy and account security. Once you are logged in, you can easily access your settings and opt out of any unwanted notifications.

Best regards,

**** | Operations Lead, Shopify

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