Complaints

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

close

Find a Location

Shopify Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify

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

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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:13/03/2025

  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.

  Shopify deactivated my store auteluk.myshopify.com on 11/26, 2024, and as advised by the Shopify team, we have contacted the related government department to correct the mistake address on their list, and now we resolved and corrected all the issues in the store as shopify's requirements, and this correction is been recognized by the official government. But Shopify still has not taken any action to restore access to my account. We provided ******************** with our company's business license, legitimate entity, and address proof, utility bills, office photos with timestamps and geotags, and even tax paid history, but Shopify just disbelieved us and still disabled our account with a ridiculous reason.I am a Plus paying customer, they told us that we would be serviced by the 24/7 Shopify Plus Priority Support team, but since 12/06, 2024, everyone promises to help, but in fact no one helps. From 1/13, 2025, I contacted shopify online support and email continuously every day, It has been 2 months with zero help communication of rationale. I have now had over 30 logged conversations (Starting on the 12th of September) with their offshore support chat and all they keep saying it has been escalated and the operations team is reviewing. was told multiple times by your support I would hear by end of day or in within 24 hrs (which was a lie).I have been putting my blood sweat and tears into my company which is being hosted on Shopify. f anyone who actually works at Shopify can contact me immediately a few more weeks of this and my company will be OUT OF BUSINESS.Shopify - I implore you to reactivate my store and let an honest startup continue our entrepreneurial journey. This is seriously keeping me up at night and causing me ultra anxiety.

  

  Business Response

  Date: 20/03/2025

  Hello ****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you used to submit your complaint, please share the one that is in your Shopify account to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify

• Initial Complaint

  Date:13/03/2025

  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.

  I have a store with Shopify. My customer order and pay for items on my site. Shopify has been depositing my payments in my account. Since February, they continue to process the payments but do not deposit the money into my account. I have tried had multiple chats with them. I have not received any help. They presently owe me $26000 USD. I have attached a couple of my chat transcripts and screenshots of my payouts and my pending payouts for $26000. My company name is ******************. Division Point My store is ********************* Thank you for your help

  

  Business Response

  Date: 18/03/2025

  Hello ******,
  
  This is *****, I am an Operations Lead with Shopify. 
  
  We have investigated your payout concerns, and can see this was resolved as of March 13, 2025. You may confirm this from your Shopify admin by navigating to Settings > Payments > View Account. Please don't hesitate to reach out to our Support team with any further questions or concerns: **************************************
  
  Best regards,
  
  
  *****
  Operations Lead, Shopify

  Customer Answer

  Date: 18/03/2025

   
  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:12/03/2025

  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 have been a Shopify user for nearly two years, consistently paying my monthly subscription without issue.I am currently experiencing a critical problem with my payouts that remains unresolved despite multiple attempts to address it. late January 2025,I initiated a payout through Shopify, but the next morning, I received a notification stating that the payout failed. After reviewing my account details, I confirmed that all information was accurate. when I attempted the payout again, I received this message "Your payout couldn't be deposited because your bank was unable to process the transfer we sent them. Alternatively, you can update your bank account details to another checking account. Your payouts will be on hold until you resolve this issue. I have contacted my bank multiple times, and they have confirmed that they have not received any attempted deposits.I have verified my account through Plaid, ensuring all details are correct, yet the issue persists.I have reached out to Shopify live chat daily, only to receive the same responsethat my case will be escalated. However, there has been no visible urgency or progress in resolving this matter. Meanwhile, my funds remain on hold with no clear explanation or resolution As a business owner relying on Shopify to facilitate transactions, this level of customer service is unacceptable. The absence of phone support exacerbates the frustration, as timely assistance should be top priority for a platform that helps businesses operate. After researching, I see that many other merchants have encountered similar payout roadblocks, which raises concerns about how valued we are as Shopify customers. I kindly request immediate attention to this matter and a clear resolution timeline. Waiting over a month for a payout issue to be rectified is not reasonable, especially when I am paying for this service. Please escalate this matter urgently and provide me with a direct contact who can ensure a swift resolution.

  

  Business Response

  Date: 19/03/2025

  Hello ******, 
  

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

  Security is paramount here with Shopify. Our Account Security team are our specialists that look after this area of the platform. If a payout fails it is flagged with this team. They reached out to you on Ticket ID : ************************************ requesting some further information which I see they have received and the payouts have been released. 
  

  Please reply to the open ticket directly if you have any more issues with the payout.
  
  I hope this now resolves this issue. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/03/2025

  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.

  They will not unlock my card so I can have access to my money.

  

  Business Response

  Date: 21/03/2025

  Hi *******, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for letting us know about this issue. I was able to look into ticket # ******** referenced in your screenshot, and I can see that a member of our Spending and Lending team has let you know that your issue has been resolved. 
  
  If you have any other questions or concerns, please respond to ticket # ******** directly. 
  
  Thanks,
  Jack | Shopify Operations 

• Initial Complaint

  Date:11/03/2025

  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.

  I purchased a chip reader through Shopify to work with the Shopify App. The first purchase was 11/21/23. The reader stopped working September 2024. Shopify replaced the device. I reached out today to Shopify Support. I spend a few hours trying to get my new device to work with the App. The customer service said they did everything and could not get it to work. I asked for a replacement. They first said yes, but then said no because it does not fall into the 1st device warranty. I do not want to pay money for another device if they make them to break. I pay to have a platform with Shopify for years now and this is extremely disappointing that I cannot get in touch with a manager to resolve this issue. I want a replacement chip reader for free.

  

  Business Response

  Date: 20/03/2025

  Hi *********,
  
  My name is ****** and I'm a Support Lead here at Shopify. I hear that you are having some trouble with your Tap & Chip Reader and I'm here to provide you with some more guidance.
  
  I recognize that you are hoping for a replacement and were advised your current reader does not qualify. 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 resources and instructions to help you resolve the issues youve described. For the Tap & Chip Reader, we have a 1-year warranty from the purchase date that is available on all *** subscriptions and a 2-year warranty from the purchase date for merchants that are on the *** Pro Subscription. There are more details outlined on our Shopify Products Warranty page here: *******************************************************************************************.
  
  If you have any further questions or concerns, please consider contacting our 24/7 Support Team through our Help Center: **************************************.
  
  Thank you,
  Aubrey 

  Customer Answer

  Date: 20/03/2025

  Complaint: 23051576
  
  I am rejecting this response because: I sent screen shots of the communication with your team you mention in your response. I did reach out. Please re-read the attachments sent to you.

  My replacement chip reader stopped working and your customer service could not figure it out. They said I needed a new one. The new one was sent to me in September 2024.

  My store is ARRA, website *****************, please see the screen shot for your reference to help verify who I am. 

  All I am asking for is a replacement chip reader because the new one sent stopped working.
  
  
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 02/04/2025

  Hi *********,
  
  This is ****** here again. I appreciate you reaching back out with your concerns. 
  
  Typically, warranties begin at the initial purchase date. I do see that you have had a couple of issues with your devices. Our team has made an exception and as a gesture of goodwill, we have sent you a replacement. We have contacted you directly in Ticket ID ******** with more details. 
  
  Thank you,
  
  ****** | Shopify Support Lead

  Customer Answer

  Date: 03/04/2025

   
  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:11/03/2025

  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 have a Shopify store, The Prime Best, we use Shopify Payments as a payment gateway. This is the link to our store: 5e21d2.myshopify.com On July 19, 2024 we received the message that 20% reserve of all future sales which will be held for 120 days in order to mitigate this chargeback risk. So far so good, we waited the 120 days, as informed, and on November 11, they released only 80% of the amount withheld and said that they would continue to retain the 20% and in future sales they would continue this retention as well, that it was necessary to partial reserve is necessary to mitigate the risks associated with chargebacks.We waited another 120 days, and on March 11 the money was to be released and they said they would hold it for another 120 ******* other words, this is the 3rd time that they are withholding the money, practicing something illegal, known as floating money, using it and leaving us in the lurch, without money, unable to continue business and ************ other words, one year of withholding our hard-earned money. Shopify is BREAKING THE LAW.?Shopify's actions are unfair, deceptive and abusive

  

  Business Response

  Date: 18/03/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your experience with the payout reserves to our attention. 
  
  We recognize that these situations can be frustrating and are not ideal. However, when we detect a higher level of risk for customer disputes, it is necessary for us to take preventive measures, such as disabling Shopify Payments and reserving funds to address potential disputes. If there have been any new orders since you were notified about the payout reserve, we will need to maintain the reserve in place, as customers have up to 120 days from the transaction date to file a chargeback.
  
  For more details, please refer to our Terms of Service, Section C.4. You can find it here: ******************************************************************************************************************.
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 24/03/2025

  Complaint: 23048880
  
  I am rejecting this response because:
  

  The point is that you have been withholding my money since July 2024.
  This money that is in your hands has already been withheld for 120 days, it was supposed to be released on March 11 and now you have banned my account, to have another 120 days of money withheld, that is a total of 240 days of money withheld, almost a year of money withheld, taking my business to bankruptcy, because my only money is in your hands.
  

  

  Business Response

  Date: 01/04/2025

  Hi ****,
  
  Thank you for following up with your response. I can see that the team who conducted a review of your store has been actively corresponding with you on ticket ID ************************************. 
  
  I want to reiterate what they have stated on their response to you three days ago: we are unable to release the funds before the specified date, as the funds are being held to mitigate the risk of customer disputes.

  If, however, you don't receive any new chargebacks after 30 days from March 29, please reach back out to the team on ticket ID ************************************ and they can review your account to possibly reduce or remove the reserved funds early.
  
  Moving forward, please redirect all correspondence to the ticket so that you can work directly with the team who conducted the review on your store.
  
  Thank you for your understanding.
  
  Kind regards,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:11/03/2025

  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.

  Ticket ID: ************************************ I want to talk to shopify *** higher department .You claim my business poses a level of risk but refuse to provide any evidence (e.g., chargebacks, policy violations, customer complaints).My store has 0 disputes, 0 chargebacks, and full compliance with Shopifys policies. All orders were fulfilled promptly.If Shopify believes there is risk, I demand a detailed list of required documents to resolve this.A list of documents Shopify requires to reassess this *************** contact information for a senior supervisor or legal representative.

  

  Business Response

  Date: 17/03/2025

  Hi On Ki,
  
  My name is **** an Operations Lead at Shopify. Thank you for informing us regarding your experience on Ticket ID ************************************. 
  
  Shopifys Terms of Service and Acceptable Use Policies are in place to protect the platform as well as consumers. 
  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. If documentation is not provided, or the documents provided are insufficient to show a store doesnt carry an unsupportable level of risk, the store may not be reopened.
  
  I recognize that you might find the level of detail around the closure unsatisfying, but we cannot disclose details of our assessment.
  
  Best regards,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 17/03/2025

  Complaint: 23048805
  
  I am rejecting this response because:
  
  My store has 0 disputes, 0 chargebacks, and full compliance with Shopifys policies. All orders were fulfilled promptly.
  Why frozen my funds ?
  
  Sincerely,
  
  On Ki Lo

  

  Business Response

  Date: 18/03/2025

  Hi On Ki,
  
  Thank you for your response. At this time, we are unable to disclose the details of our assessment. However, you can find more information in our Terms of Service, specifically in Sections 3.2 and 14.3.
  
  Cheers,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 21/03/2025

  Complaint: 23048805
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,
  I am filing a formal complaint against Shopify for unjustly freezing my business funds without cause.
  Key Facts:
  Zero Disputes, Zero Chargebacks: My store has no history of customer complaints, disputes, or chargebacks.
  Full Compliance: All transactions were legitimate, and all orders were fulfilled promptly per Shopifys policies.
  Unjustified Account Restriction: ******************** abruptly restricted my use of Shopify Payments and placed a 120-day hold on my funds without prior notice or any valid reason.
  Lack of Transparency: Shopify refuses to provide evidence of the alleged risk justifying this hold, citing vague internal policies.
  Unfair Business Practice: This withholding of earnings from completed, dispute-free transactions appears to be an unfair and potentially unlawful business practice.
  My Request:
  I demand that Shopify immediately release my funds and provide a clear explanation for this unjustified action. I am seeking the BBBs assistance in resolving this matter promptly.
  Please let me know how I can proceed with this complaint.
  
  Sincerely,
  
  On Ki Lo

  

  Business Response

  Date: 23/05/2025

  Hi On Ki Lo,
  
  Thank you for your response.
  
  As mentioned previously, all Shopify accounts undergo routine reviews conducted alongside our banking partners to ensure compliance with our Terms of Service and Acceptable Use Policy. Sometimes, these reviews determine that Shopify is unable to continue supporting certain stores or partners, leading to account removal and payouts placed on hold until a 120-day period has passed.
  
  Our team has already reached out via ticket ID ************************************ and provided all available information. Due to security and privacy considerations, we cannot share further details regarding the review decisions.
  
  Once again, please refer specifically to Sections 3.2 and 14.3 of our Terms of Service. 
  
  Kind regards,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:11/03/2025

  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.

  My name is Taylan, and I am the owner of Atlantis Handmade Shoes. We are a small business that makes handmade barefoot shoes. It started with an address verification error due to an auto-correction glitch in the system. Our physical address is ********************************************************************************************************************. The system automatically corrected it to Curve and that was the root of the problem. We manually fixed the problem by correcting the address back to Curv. However, the problem has returned, and we are now blocked from fixing it ourselves. The page warns that due to repeated attempts, we can no longer fix it ourselves and that we need to contact support. Weve been trying to reach out to support for 2 weeks now with no response and have been warned that our payouts will be paused after March 12th. We contacted with support 4 times. They kept saying telling rest assured, they escalated the issue but no one contacted or emailed us. Now we are 2 days away from our money to be paused. We are using Shopify for 7 years and paid Shopify annual subscription fee of more than 3500 USD in 2024 and cannot receive the service we deserve. How can I operate my business if my payouts are going to be frozen and when all my ability to run a business is so very dependent and integrated with Shopifys infrastructure. They make me so independent to their system and now they locked me in. I want to correct this, but there's no one out there in Shopify to help me. I kindly ask for your help.

  

  Business Response

  Date: 11/03/2025

  Hello Taylan,
  
  My name is *****, an Operations Lead with Shopify. 
  
  We have reviewed ticket ID ************************************ and can see you have successfully submitted the necessary documentation. The specialist dedicated to your case has responded with next steps. Please direct any further questions or concerns to that ticket as this is the best way to receive updates.
  
  Kind regards,
  
  
  *****
  Operations Specialist, Shopify

  Customer Answer

  Date: 12/03/2025

   
  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,
  
  Taylan Isberk

• Initial Complaint

  Date:11/03/2025

  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 hate Shopify. I've asked them NOT to keep my card info and I'm always careful to make sure the box is de-selected for keeping info on file, always. Lately I've been receiving unsolicited Shopify pop-*** for a six digit code while I'm trying to sign into the merchant's site. This happened again tonight at Happy Earth Apparel. I finally go into my account and see ******************** has my card again. You absolutely cannot reach an agent. Their bot is ironclad. I just spent five plus minutes trying to bypass it to get an agent. No such luck. It's ridiculous. Not only can you not reach this elusive Canadian platform which has a monopoly here in the **, but Shopify will hold all your information even when you have asked it to delete it. Some one needs to look into the takeover of our shopping experiences by Shopify. I'm a veteran and I've had my info breached multiple times by the VA, Target, Shopify (oh, yes), **************** *******, *************** and those are the ones which are top of mind. My info is apparently on the black web. I am furious that Shopify keeps my info which I do not want it to have. I am going to stop shopping on line which will save me money and give me peace of mind. Shopify wasn't always around; shopping was better then. They are everywhere, like a virus.

  Customer Answer

  Date: 16/03/2025

  it just happened again TODAY. I was on a site I have never been on ever and made a purchase. As soon as I was going to check out, what did I get but a shopify code and then shopify had my card when I went to check out. Why have they not responded? I DO NOT WANT SHOPIFY TO KEEP MY CARD. If I want to place an order on ANY site, I want to have to ENTER my card info. Shopify cannot be trusted to keep my information safe. I've already had a security breach from shopify as noted by my credit monitor. I am waiting for a response.
  

  

  Business Response

  Date: 21/03/2025

  Hello Cynthia 
  

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

  Buyers sign up for a Shop Pay account to make their shopping experience quicker and easier with the ability to autofill details and skip to an express checkout to complete their purchase quicker. 
  

  If you have found that your details are stored incorrectly you can have them removed completely by filling out the form at this link - ******************************************************* which will trigger the steps to have your data deleted from our systems. 
  

  You can contact our *********** if you have any further queries. 
  Thanks
  *****

  
  

  Customer Answer

  Date: 21/03/2025

  Complaint: 23047905
  
  I am rejecting this response because:
  I never signed up for the Shopify experience ever. It was automatic. Shopify signed me up. I did not sign myself up for reasons.I've explained before. I want to enter my card at the point of sale. End of story You are incorrect, **** I never signed up. Secondly you're also wrong in that you cannot contact your service center. Your bot is ironclad and it just has nothing but circular logic that asks two questions that you must answer and none of them applies to me.
  

  I want you, Shopify, to delete my information. I never gave you permission to hold my card!!!!!  Let that sink in for a minute.. I always deselect the box when I am on a merchant site. How dare you Imply that I signed up for this. Did you bother to read my complaint? I told you in it numerous times I did not sign up for it. I've spent  hours trying to contact Shopify click on online links. You no longer have a phone number that gives  one an opportunity to speak with a person who might be able to direct you through the process. Your phone number only refers you to the help center, which is operated by bots. If you tell the bots that you want to connect with someone you have to give them your account number Which I don't have since I never set up an account with you. Those efforts were in vain and unless you have an account, It is impossible to reach anyone other than a bot. Don't you gaslight me!

  if I want to make a purchase online, I want to enter my card info at the point of sale and not have you hang onto it. You are unauthorized to do so is there anything here you fail to understand? The only acceptable solution here is for you to do what I've asked you to do and that is delete my info. I will repeat. I am unable to do it. I do not have an account. Is that clear enough for you, *** please respond.

  it is very hard to find an online shop that does not use Shopify. You have taken over e-commerce in the *************, and doing so you have the card information of millions of Americans. Some of them might find it convenient. I am not one of them. I find it dangerous and there is no way that I trust Shopify to keep my information safe. It was already breached once by your organization. 

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

  Customer Answer

  Date: 23/03/2025

  Adding a screenshot of what happened when I asked a merchant to delete all of my information. Merchant was told because it's Shopify. She is unable to do it. I fully expect Shopify to get back to me. I am still furious. I am closing all of my e-commerce accounts as a customer, and I will no longer purchase anything online thanks to Shopify.

  

  Business Response

  Date: 27/03/2025

  Hello *******,
  

  ***** here again from Shopify.
  

  As mentioned previously, Shop Accounts simplify and speed up online purchases. To initiate the removal of your data, please visit ******************************************************* and complete the form.
  

  These practices are compliant with all GDPR and data protection policies.
  Regards,
  *****
  

  
  

• Initial Complaint

  Date:10/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a new company I launched with my partner in 2024, and had a Shopify account. The company is ********************** and we had a few products. We launched at a conference in ********* in early Dec 2024 selling some products, and taking pre-orders on others, as we are producing them. Right after the conference the account was shut down, and our funds were frozen, with Shopify stating that Terms and Conditions were violated, however made no mention of which specific terms or conditions applied, and gave no remedy other than an appeal. I filed an appeal as soon as I could, and was told I'd get some response. That was in December 2024. Since then I've heard no official response stating which terms were violated, and not a single word about frozen funds. I've reached out numerous times more talking to the chat support, and each time I have been told that they understood the concern. My main concern is that we took pre-orders and have clients that need orders fulfilled, but we've been denied access to my site, and the funds are frozen. We have no way of knowing which orders need fulfilled and who those customers even are. They have hidden this information from us, frozen our funds, and given us no explanation or actual remedy on the issue. This is devastating to a new company and may lead to very bad initial reviews, if we the orders remain unfulfilled. Each complaint I placed with Shopify was met with someone saying the issue would be escalated, and they understood, but that I'd get a response back as soon as 2-3 business days in some cases. I've yet to see any email or response, and it's going on for 3 months. Give us back our money! Give us our client list! This is now incurring damages and is downright criminal. We had to quickly make a new site. We've yet to even get an explanation or some decent follow through, and have been losing time and momentum with our new business because of it. This needs to end now. website: ************

  

  Business Response

  Date: 19/03/2025

  Hello *******, 
  

  I am *****, an Operations Lead here with Shopify.
  All stores on the shopify platform are subject to routine reviews. These reviews are ordered by our **************** to ensure that all stores are in compliance with the Acceptable Use Policies and Shopifys Terms of Service. These reviews can happen at any stage or at multiple stages of a store's lifetime. Sometimes these reviews find that a store is not suitable to be supported by the Shopify platform. If this does happen you can fill out an appeal and appeal the decision.
  
  Our Merchant Trust Team reached out to you on December 16, 2024 advising you of this and giving you the appeal link to file your appeal. The Ticket Number for that was 78c84325-7d3a-48e8-95e0-e896da250bf1. This ticket is still open as it was never responded to. You can follow the link in that ticket and submit your appeal if needed and it will be reviewed from there. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/04/2025

  Hi I need to reopen this complaint please.  I haven't been able to find the filing, but I did file an appeal.  I need more time.  They denied there was an appeal, and this isn't true.  It was filed.. 

   

  

  Business Response

  Date: 11/04/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  I am not sure where you were told that there was no appeal submitted but I will apologize if you have received some misinformation. 
  I see the appeal lodged on April 9, 2025. Appeals take time to review and complete. Once the appeal has been reviewed and everything is verified our Merchant Trust Team will reach back out to you directly via ticket - 78c84325-7d3a-48e8-95e0-e896da250bf1. Please monitor your emails so you can respond to any request or update to resolve the issue as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 21/04/2025

  Hi I responded and did not accept the response from Shopify as sufficient.  I haven't seen my client contacts and orders so that I can fulfill orders from December!  This is unacceptable with the funds returned and the full client and order list.  I did respond. why did this complaint get closed?  Please reopen the claim or remedy this.  Please advise. 

  

  Business Response

  Date: 30/04/2025

  Hello *******,
  

  ***** here from Shopify. 
  

  My colleague ***** wrote to you on April 14 2025 stating that he had expedited the process and that your account has been reinstated. He also stated that any funds will be automatically paid out and you would see them in your account in 2-3 business days. If you want to log into your account again you can use your normal login credentials although now you may be asked to choose a plan to enter the store again. So for now there is nothing more that is to be actioned here and the issue is resolved. 
  

  If you need anything else please feel free to reach out to our *********** at any point that suits you. 
  Regards
  *****