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 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

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  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 looking for some help. Shopify has been charging me monthly for months now. I reached out to @shopify, letting them know what the situation was. I wanted a complete refund because up to that point, I had no idea who they were. This was over email, the person I was communicating with wrote oh yeah, I can see there is no active or site, will refund your money. Then another person came on the email chain, and another, and another (they have a round ***** system of communication). This went on over and over with different people, 5 or 6. The last person, who was very rude said they were not going to refund anything because it not their policy. I was like the other people at Shopify said they would. I asked for proof of how I was using their site. She said they had a lots of proof but wouldn't provide me anything but they said my account is canceled and closed now. This communication was going for over week. I was going pursue this because it's a lot of money they have STOLEN from me but then I got tied up with life. Today, going over my bank statement for something else, I realize they're still charging me. How is this legal?Who can I reach out to? Because Shopify's customer services not really helping and, in my opinion, I feel like they're lying. I'm starting to feel like that @Shopify has a lot of fraudulent accounts and it's probably unsafe to use. Now I have used them on the front end because they curate a lot small shop site. Which now I am going to stop visiting or not use if Shopify is the website manager.I have Never created a website with Shopify and they are draining my bank account. This is just theft at this point.

  Customer Answer

  Date: 07/03/2025

  I am looking for some help. Shopify has been charging me monthly for months now. I reached out to @shopify, letting them know what the situation was. I wanted a complete refund because up to that point, I had no idea who they were. This was over email, the person I was communicating with wrote oh yeah, I can see there is no active or site, will refund your money. Then another person came on the email chain, and another, and another (they have a round ***** system of communication). This went on over and over with different people, 5 or 6. The last person, who was very rude said they were not going to refund anything because it not their policy. I was like the other people at Shopify said they would. I asked for proof of how I was using their site. She said they had a lots of proof but wouldn't provide me anything but they said my account is canceled and closed now. This communication was going for over week. I was going pursue this because it's a lot of money they have STOLEN from me but then I got tied up with life. Today, going over my bank statement for something else, I realize they're still charging me. How is this legal? Who can I reach out to? Because Shopify's customer services not really helping and, in my opinion, I feel like they're lying. I'm starting to feel like that @Shopify has a lot of fraudulent accounts and it's probably unsafe to use. Now I have used them on the front end because they curate a lot small shop site. Which now I am going to stop visiting or not use if Shopify is the website manager. I have Never created a website with Shopify and they are draining my bank account. This is just theft at this point. What agencies can I report them to get my money back?

  

  Business Response

  Date: 13/03/2025

  Hello ******, 
  

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

  Security is paramount here at Shopify and we cannot look at any accounts unless we have authenticated information like an account owner email address. I have looked at our systems and do not see any account associated with the address you have provided here
  

  In saying that I wanted to give some clarity to the issue. Shopify provides a service allowing Merchants to build stores and sell their goods. Because Shopify has no input into the daily running of a store or how a business is functioning, platform subscriptions are the Merchants responsibility. If a subscription to the platform is not being used it is the Merchants Responsibility to cancel it.
  

  You can contact our *********** at any point to discuss this further. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 15/03/2025

  They requested account and email.
  Here you go.

  ************************************************

  **********************************

  I made them aware of the fraud in Nov 24. 
  I was told they closed the account and it still charging to charge me to this day.

  They said they would give me a full refund but then there store changed. 

  They said I a have website through them, where is it?

  They provided no proof of usage of there product.
  How can they go around stealing peoples money?

   

   

• Initial Complaint

  Date:06/03/2025

  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 filing this complaint against Shopify Inc. for unfairly holding my business funds and refusing to provide any communication or resolution.On January 29, 2024, Shopify shut down my store without prior notice, citing an issue with business verification. I provided the requested documents, and Shopify then shifted the reasoning to my chargeback percentage, despite the fact that chargebacks only increased because Shopify shut down my store, making customers suspicious.Since then, ******************** has held my funds and completely ignored my requests for release.I have emailed their ************ Team multiple times with no response.Their support advisors repeatedly say my case has been escalated, but nothing happens.They respond to emails only once a month, without any clear resolution.This situation has severely impacted my business. Shopify is withholding funds without transparency, violating basic business ethics. I have fulfilled customer orders and done everything correctly, yet I am being financially punished for a situation that Shopify caused.I will submit proof of my consistent emails to Shopify and them ignoring it in here.

  

  Business Response

  Date: 10/03/2025

  Dear ********,
  
  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 account.
  
  I've checked the status of your ticket 36f1defb-cc09-4995-b305-d4e49283a73a and can confirm that the Merchant Trust Team has responded with an update. I encourage you to continue following up there directly, as they will be best equipped team to provide you the support you need to resolve this issue.
  
  We appreciate your patience as we work through this matter.
  
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 11/03/2025

  Complaint: 23029768
  
  I am rejecting this response because:
  I have submitted a screenshot from my Shopify dashboard that I had on my phtos, showing $15,800 in revenue by the end of December. I did not transfer anything out of my Shopify Payments balance, except for money collected through ******. Based on my records, my Shopify balance should have been around $7,000$8,000.
  I have access to my Gmail notifications for chargebacks and counted a maximum of 10 chargebacks, with an AOV of $90, totaling around $900$1,000. However, Shopify is now claiming I owe -$244 with no explanation of how this was calculated.
  I have also checked my bank transactions and can confirm that I did not receive any payouts from my December & early January revenue before Shopify shut down my store.
  I am requesting that Shopify provide a full transaction breakdown, including:
  ? My balance before store shutdown
  ? All chargebacks with order IDs, dates, and amounts
  ? Any deductions Shopify applied
  ? A final calculation showing how my balance supposedly became negative
  Please assist in ensuring Shopify provides transparency.
  

  
  Sincerely,
  
  ******** ****** Sulaimani

  

  Business Response

  Date: 16/03/2025

  Dear ********,
  
  Thank you for following up with your questions regarding your account. I recognise that dealing with chargebacks are challenging to a business. Unfortunately, chargebacks have very little to do with Shopify as the process goes through the customers bank and not through ********************. ******************** is not part of the chargeback process and only acts as the go-between to facilitate the exchange of information which is explained further in this document - *************************************************************************************.
  
  Due to the public nature of the BBB, I am unable to discuss account specific details, therefor I am unable to provide the information requested in your last response here. However, I have noted that you are working with the Merchant Trust Team in ticket ticket 36f1defb-cc09-4995-b305-d4e49283a73a, where an update has been provided regarding your payout information. 
  
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 22/03/2025

  Complaint: 23029768
  
  I am rejecting this response because:
  explaining how chargebacks work was never my request.
  
  My store was detained for over a week for an unrelated issue. That delay directly led to customer confusion and chargebacks. ******************** later acknowledged that the original reason for the takedown was invalid, but then used the resulting chargebacks as justification to keep my store closed.
  
  Since then, I have received no meaningful communication. My emails have been ignored for months, and Ive seen no real progress or resolution. Now Shopify claims my account has a negative balanceyet I have every clear evidence that the chargeback amounts are far less than what I had in my account.
  
  This appears to be a deliberate attempt to withhold my funds by stalling communication and avoiding responsibility until I give up and Shopify gets to keep my funds.
  
  Again, my request is simple: a full breakdown of my balance and a clear explanation of how Shopify calculated the negative amount. Not another link explaining how chargebacks work.
  
  Im asking for accountability and transparency.
  
  
  Sincerely,
  
  ******** ****** Sulaimani

  Customer Answer

  Date: 22/03/2025

  I also want to add that Shopify claims they are actively responding to my case but this is what they actually sent me (see attached screenshots).
  If this isnt a vague, unhelpful, and unclear response, I dont know what is. They redirected me to general support, knowing full well that general advisors cant access my balance or resolve the issue which their own advisor confirmed in writing.
  I responded to the Trust Team with detailed proof of my December revenue, chargeback amounts, and bank records 8 days ago, and have received no follow-up since then.
  This is not support this is stalling. I am again requesting what *** asked from the start:
   A full breakdown of my account balance
   transparency

  If it werent for the BBB, Shopify would have completely disregarded my case. Im glad I filed this complaint because its the only reason theyve even replied and even that has been vague at best.
  Please hold Shopify accountable for providing a real, direct response and full transparency.

• Initial Complaint

  Date:05/03/2025

  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.

  the email in question is ************************** I couldn't login into my email due to my domain tied to Shopify and I couldn't login into my Shopify account due to 2 factors authentication each time i tried to login i get a text code on my phone but couldn't get the one for the email and i had contacted numerous time but nobody really taking it serious and i had been missing important emails because of it. I just want to be email to login so i can move my domain to a different provided because Shopify is very unreliable and doesn't care about their customers. I am very frustrated that i couldn't get no help about my situation and i can't responds to important business email being sent to my because my domain is tied to Shopify I need this situation rectify as soon as possible.

  

  Business Response

  Date: 13/03/2025

  Hello Femi, 
  

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

  Security is paramount here at Shopify and we encourage all our Merchants to use 2 Factor Authentication as a way of combating any attempt to compromise accounts. Our Account Security Team have received your request to remove the 2FA associated with your account and have tried to contact you twice through Ticket ID : ************************************. It is very important that you respond directly to the ticket and provide the necessary information so they can resolve your issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/03/2025

  Complaint: 23026867
  
  I am rejecting this response because:
  
  I already responded to them but theres nothing being done besides giving me runaround, they tried sending me msg messages to an email which I dont have access too due to my email being attached to the domain in their possession 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 25/03/2025

  Hello Femi,
  

  I understand your frustration, but I want to assure you that Shopify takes security very seriously. To protect our merchants, we must verify account ownership before sharing sensitive information. This means we can only communicate with the contact information we have on file for the account owner. If you cannot access the email associated with the account, please contact our ************ Our Support Advisors will authenticate your new contact details and escalate them to the Account Security Team.
  

  To reach the Help Center:
  1. Visit our ************
  2. Type your inquiry in the search bar on the right-hand panel.
  3. If you have a store, log in to your account for personalized support.
  4. Click on the prompt that best matches your inquiry, or type "Get me to support."
  5. If you are logged in, you will be connected to a Support Advisor.
  6. If you are not logged in, follow the prompts to either log in or create a new account.
  

  I hope this clarifies our security measures and provides a solution to your issue.
  Best Regards,
  *****
  

  
  

• Initial Complaint

  Date:05/03/2025

  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 reached out to this company since December 2024 in regards to a seller by the name of **********. I made a purchase with them on November 20th and never received my product no refund. I continue to reach out to Shopify to make them aware, and the only thing I received was an email notification stating that they received my inquiry, but no one never reaches out to inform me that they have tried to reach the seller to get my refund

  

  Business Response

  Date: 12/03/2025

  Hello *******, 
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team regarding a recent order issue you experienced with a Merchant who may be using the Shopify Platform. 
  
  While Shopify does not directly manage the day to day activities, orders, or fulfilment 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 - [ ********************** ]. If you have already submitted a form and are not receiving information from the Merchant directly, we advise reaching out to your financial institution of choice and discussing potential next steps for an unreceived order. 
  
  Please let us know if you would like our team to email you directly with the above information given the public nature of the BBB Portal. 
  
  Kind regards, 
  **** | Shopify 
  

  Customer Answer

  Date: 22/03/2025

  My apologies to your response, it got lost in the shuffle of my emails. I did what was asked of me and I still heard nothing from the seller.

  

  Business Response

  Date: 26/03/2025

  Hello Allicia 
  
  Thank you for getting back to us about this. Since the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. 
  
  Your bank or credit card company will give you the next steps to follow based on their protocols.
  
  Best Regards, 
  
  ***** | Shopify 

• Initial Complaint

  Date:05/03/2025

  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.

  Date of beginning of situation : End of January 2025 Shopify stopped sending payments to my company because they couldn't verify the director's or address of the business. We've been shopify customers since 2019. I kept trying to upload different government forms but kept getting an error message. that the informatioon I sent wasn't correct. Which it was. The problem is that I have tried multiple times getting the problem" escalated" . Told someone would contact me. etc. I have not had contact with anyone that can ask me questions or have them answered. But worse i went back into my account and someone from Shopify entered my admin. and entered incorrect data. They entered the previous owners of the business from 16 years ago. Entering one owner twice (2 different middle names). I have begged to have a real person contact me as this would likely take 5 minutes to clarify. I've sent emails to the Merchant verification team with no response. Now I keep getting your payments are on hold contact support. Which takes me back to a robot AI. then I will finally get a human and tell the whole story again. I have pages of transcripts, where they are all on my team, they have my back, they can see this needs a quick remedy but in the end the same response is that it's been escalated. Please help as they owe me around $20,000 for product I have already sold . The address I have sent them is correct. The pharmacy has been in the same spot for 20 years

  

  Business Response

  Date: 12/03/2025

  Hello *****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team with a detailed timeline of a recent experience regarding business verification documents. 
  
  Due to the public nature of the BBB and the internal information needed to review this case further on your behalf, my team has sent through a private email to authenticate and complete a review. 

  Speak soon, 

  **** | Shopify

• Initial Complaint

  Date:05/03/2025

  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.

  A shop was opened with my name and email address and there was no way to contact a person to have the shop removed

  

  Business Response

  Date: 11/03/2025

  Hello ********, 
  

  I am *****, a Support Lead here with Shopify. 
  Security is paramount at Shopify. All stores that are created on the platform are subject to stringent verification reviews. If a store cannot complete any steps during this verification, for example email verification, then the account is removed and all data is erased.
  
  If you have found that an account of yours has been compromised, it is best to take the appropriate steps to secure that account. Fraudulent emails are becoming more and more sophisticated, Changing passwords and securing devices is the best first step. From a Shopify standpoint, I can confirm that there are no active stores related to your email address. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23022003
  
  I am rejecting this response because:
  I never opened an account, it was opened with my married name which is I no longer have, my address, email address and the person who created its phone number, the email was then changed to one of theirs.
  
  
  Sincerely,
  
  ******** Latvaho-******

  

  Business Response

  Date: 19/03/2025

  Hi ********, 
  

  ***** here again from Shopify. 
  As I advised all stores on the platform must pass multiple reviews during their lifetime. If a store cannot provide authentication for any of our security checks the store will be removed from the platform. 
  From the information you have provided, there are no active stores on the platform with matching data. I will suggest again that you secure all your devices and accounts by changing any passwords you may have. If you are still worried, you can fill out this form - ************************************************************************************************************ and that will ensure any possible data relating to you is erased. 
  

  I hope this resolves your issue. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  How many times I asked for shopify INC. And i asked for help without any reply .what is the problem . people pay for shopify . they told about high volume about the requested .So could not reply in time. we pay the fee . why not shopify asked more employee ? and provide really help immediately ?the attitude is so bad .*********************************************************************************************************** this appeal form did not work . i told many times .

  

  Business Response

  Date: 11/03/2025

  Hello ****,
  

  I am *****, a Support Lead here with Shopify. 
  All stores on the Shopify Platform are subject to routine reviews. These reviews are for our **************** to ensure they are in compliance with our Terms of Service and Acceptable Use Policy. Out Merchant Trust Specialists contacted you in relation to your account in the Ticket ID you have mentioned - bc9cb471-fc26-4638-85fe-9a9faa1ff2f7. This ticket was not responded to. If there is more information needed to resolve the issue, you will need to respond to the ticket directly. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23021704
  
  I am rejecting this response because:
  I find so many times about the online chat . about the appeal form did not work .

  How despair am I . and now you just say the beautiful words in here ?

  told me under review or they already handled in ? as a new account . did not start to use . you frozen my account .

  But i keep reach out shopify . but the inner team ignored me again and again . 

  Why did not check how many email i had sent , how many online advisor i already chat ? you were liar . 
  
  
  Sincerely,
  
  **** **** ***

  

  Business Response

  Date: 19/03/2025

  Hello ****, 
  

  ***** here again from Shopify. I see from the ticket we were discussing, that you were able to submit your appeal. This will now be reviewed by our Merchant Trust Team and they will reach out to you directly.

  I hope this now resolves the issue. 

  Regards
  *****
  

  
  

  Customer Answer

  Date: 20/03/2025

  Complaint: 23021704
  
  I am rejecting this response because:
  While I acknowledge that this message appears to indicate that my appeal is under review, I must stress that this generic response does nothing to address the underlying issues I have raised. I have been left in a state of uncertainty for an extended period.
  
  Shopifys response, as illustrated above, is emblematic of their recurring pattern of providing vague, impersonal replies that fail to resolve critical concerns. Despite repeatedly submitting the required documentation and following all their protocols, I continue to be met with generic assurances rather than actionable solutions. This not only impacts my ability to manage my business but also erodes trust in Shopifys commitment to fair and responsible merchant support.
  
  I urge the BBB to consider this response as further evidence of the systemic issues within Shopifys customer service and Merchant Trust policies. I remain committed to resolving this matter and appreciate the BBB's assistance in holding Shopify accountable for their practices.
  
  Thank you for your attention.
  
  
  Sincerely,
  
  **** **** ***

  Customer Answer

  Date: 21/03/2025

  I am writing to formally file a complaint against Shopify. Despite recently registering my store and not yet conducting any business or transactions, Shopify has abruptly closed my store without any clear explanation. I have not violated any terms of their Acceptable Use Policy, and as a new merchant, it is impossible for my store to have engaged in any prohibited activities.
  I have reached out to Shopify for clarification, but their responses have been vague and unhelpful. I am seeking your assistance in resolving this matter and ensuring fair treatment.
  Thank you for your time and consideration.

  

  Business Response

  Date: 01/04/2025

  Hello ****,
  

  ***** here again from Shopify.
  

  For privacy and security reasons, we're unable to share specific results from our standard reviews. These reviews assess various aspects of a business and can identify multiple reasons why a store might not be supported by Shopify. However, our Merchant Trust team provides an appeal link for merchants to submit additional documentation for review. I see that you've successfully appealed through Ticket ID: ************************************. Your account is now active, and all holds have been removed. This issue is now resolved. 

  Regards,
  *****
  

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  Our Shopify account was hacked on 31 January. Shopify placed a freeze on payments to us on 2 February while we were regaining access to the account. We regained access on 20 February, despite significant delays in Shopify answering questions we had about the documents needed for this (some of which we never received feedback on).It has been 12 days since we regained access, and payments to us are still frozen. We have followed up with Account Security 6 times and there has been no response. This is a cash flow issue for our business that needs to be rectified immediately, as payments have now been frozen for over a month but orders are still being fulfilled for clients. Account Security has been completely unresponsive on the matter despite assurances in chats with Support Advisors that this would be escalated.

  

  Business Response

  Date: 10/03/2025

  Hello ********,
  
  My name is ****, and I am the Operations Lead at Shopify. Thank you for reaching out concerning the issue with your payouts being frozen.
  
  I have been in touch with our Merchant Trust team regarding your situation. They have informed me that they are still awaiting your follow-up on Ticket ID: ************************************. Before we can proceed with releasing your payouts, the Merchant Trust team needs confirmation from you on the following actions:
  
  - You have reset your password.
  - You have enabled two-factor authentication (2FA).
  - You have reviewed the devices logged into your account.
  
  Once these confirmations are received, the team can lift the final security measures and address your questions about our review process.
  
  For any further inquiries related to this matter, please continue to use Ticket ID: ************************************. The Merchant Trust team is best equipped to assist you and resolve any outstanding issues.
  
  Thank you for your cooperation.
  
  Best regards,
  Kody | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 23016929
  
  I am rejecting this response because: We had already taken all of these steps weeks ago (on 20 February) that Shopify says they were awaiting our follow up on. We made Shopify aware that we had complied in the email thread for the ticket on 20 February, and despite following up multiple times we never received a response. I have followed up again in that same thread to very clearly repeat myself that we have reset the password, set up MFA, and reviewed the devices logged in. Despite following the instructions, our payments are still frozen which is unacceptable.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 13/03/2025

  Hello ********,
  
  Thank you for providing the information to confirm that the correct account is on file. I have communicated with our Merchant Trust team, and they have confirmed that the hold on your account has been removed. Your payouts will now commence according to your Shopify Payments settings.
  
  The Merchant Trust team has also sent a follow-up communication regarding Ticket ID: ************************************, which explains what occurred and the steps we took to resolve the issue. Please take a moment to review this communication. If you have any questions about this matter, please respond to that ticket, as our Merchant Trust team has the necessary tools and expertise to assist you with any further inquiries.
  
  Best regards,
  Kody | 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:04/03/2025

  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 account was locked supposedly because I'm in violation of Shopify's Acceptable Use Policy (AUP) with ticket ID: ************************************. I dedicated 40 work hours to creating a Shopify store where I was looking to sell skin care products of ***-certified brands and promote my doctor's office for consultations of aesthetic treatments.When I finally published my online store, I received a termination email with a link to a form to seek a resolution. I submitted the required form ************************************************************************************************* numbers ********, ********, ********, ********, ********, ********, ********, ********, and many others. However, I have yet to receive any response or guidance regarding my case. Additionally, in the past few days, I have been blocked from submitting the form again or sending additional support requests, which has left me without a way to seek further assistance.Regarding the information I submitted:1- I have studied medicine for nearly ten years and hold a specialty in aesthetic medicine.2- I possess government certifications and permits as a licensed doctor, allowing me to purchase directly from pharmaceutical companies (as documented in my submission).3- For the past year, I have been legally providing treatments and selling products directly to the public in full compliance with the law.4- I also hold government-issued licenses authorizing me to sell skincare products and practice aesthetic medicine.5- All necessary supporting documents were attached to the submitted form.I would greatly appreciate a follow-up message from Shopify to resolve this issue. Please confirm whether my request after 13 days is still being processed and whether any additional information is required from my end.

  Customer Answer

  Date: 11/03/2025

  I received an email from Shopify 21 days ago informing me about the cancellation of my account. Within an hour of receiving it, I promptly completed and submitted the required form with all the necessary information.

  
  Since then, despite multiple attempts to resolve the issue, I have not received any meaningful assistance or follow-upfrom the Shopify team. I have contacted 15 different support agents via chat, requesting updates and inquiring whether I could resubmit the form with additional information if needed. However, each time, I have only received generic, repetitive responses without any actual progress toward a resolution.

  
  This lack of support and transparency is unacceptable, especially considering the significant impact this issue has on my business.

  
  To illustrate the poor level of service I have encountered, I have attached:

  
  A screenshot of the automated email from Shopify informing me about the cancellation of my account.
  A screenshot of the automated response I received an hour later, confirming my submission of the required information for account reactivation.

  
  A transcript of a chat session with a Shopify support agent, which clearly demonstrates how the same canned responses are repeatedly used, giving the illusion of assistance without any actual resolution:

  Hi ****** ***** *******, here's the transcript of our recent chat. The ticket number is 55785692.

  Full chat transcript below. All timestamps in UTC timezone.
  06:59 ****** ***** *******: issue in the Shopify form "Respond to an action taken by Shopify"
  06:59 Bot: It seems l*** you're experiencing an issue with a Shopify form related to responding to an action taken by Shopify. Could you provide more details about the specific issue you're encountering? For example, are you having trouble with form notifications, automation, or something else?
  06:59 ****** ***** *******: connect to support
  07:04 ******* (Support Advisor): Hi, this is *******, your Shopify support Advisor!
  07:04 System: An advisor has joined the chat
  07:04 ******* (Support Advisor): Hello there . I am glad to meet you. How are you today ******?
  07:04 ****** ***** *******: Hello *******
  07:04 ******* (Support Advisor):  I appreciate you reaching out to us here at Shopify. It's great to have you here!
  I read your conversation with our help center assistant and it shows that you need assistance dealing with an issue related to the Shopify Forms app. No worries I will check on this and do my best to help you out.
  07:05 ****** ***** *******: I believe we had already connected
  07:05 ******* (Support Advisor): I think so, yeah, your name is familiar.
  07:05 ****** ***** *******: 21 days ago, I received the following email from Shopify:
  07:05 ****** ***** *******:
  07:05 ****** ***** *******: The email is associated with ticket ID ************************************.
  07:05 ******* (Support Advisor): Thank you for sharing this screenshot, allow me to read it real quick.
  07:06 ****** ***** *******: Half an hour after receiving it, I completed the form and submitted the requested information.
  07:06 ****** ***** *******:
  07:06 ****** ***** *******: As I have previously said, my store has never violated Shopifys policies or terms of use. In fact, I was never even allowed to launch it publicly.
  07:07 ****** ***** *******: And you already know that I have contacted several support agents that have informed me that this may be an error and that the appropriate team should have restored my access. However, 21 days have passed, and after contacting more than 15 representatives via chat, I keep receiving the same response: that my case will be escalated to the relevant team.
  07:07 ****** ***** *******: The same message you sent me 17 days ago
  07:07 ****** ***** *******: To expedite the resolution of this issue, I kindly ask you to review ticket ID ********, where my request has already been documented.
  07:08 ******* (Support Advisor): I appreciate you sharing the email you received from Shopify. I will be checking the updates of this.
  07:08 ****** ***** *******: Thank you!
  07:09 ******* (Support Advisor): By the way, just to make sure that we are on the same store, is this the store you were pertaining?
  qsbpjp-ci.myshopify.com
  07:09 ****** ***** *******: that account is not related to me
  07:10 ****** ***** *******: Please restore my access to ************************************************:
  07:10 ****** ***** *******: yn84jj-99.myshopify.com
  07:10 ******* (Support Advisor): Ooh, so this is not your store? This is the store that you used to contact us now.
  07:10 ******* (Support Advisor): We would need to verify your account so we can look into your internal settings. Kindly go to our Pin Verification Tool and provide to me the PIN code.
  07:10 ****** ***** *******: Thats because Shopify is forcing me to contact from different accounts
  07:11 ******* (Support Advisor): I understand ******. Though we need to have an access to the store so I can see the admin.
  07:12 ****** ***** *******: I was also blocked from accesing Shopify, and someo yn84jj-99.myshopify.com and assigned a different account to my email address when I downloaded the Shopify app into my iPhone
  07:12 ****** ***** *******: Actually, the issue started justa after downloading the app. My account ********************************** was blocked, and I was assigned a different account
  07:12 ******* (Support Advisor): I tried to access this link, and this is what I see here.
  07:13 ******* (Support Advisor): We would need to verify your account so we can look into your internal settings. Kindly go to our Pin Verification Tool and provide to me the PIN code.
  07:13 ****** ***** *******: also, the account you just mentioned is a new one, different from the previous one that replaced my original account
  07:13 ******* (Support Advisor): Would you mind to please login to the store, and provide to me the 6 digit code, so I can able to access your store that you were pertaining.
  07:14 ****** ***** *******: 659379
  07:14 ******* (Support Advisor): Thank you ******. I will now pull up the store.
  07:15 ******* (Support Advisor): ******, the 6 digit code you provided failed. Can you please get a new one for me? thank you.
  07:16 ****** ***** *******: yes, but please note that the code expires every 10 seconds
  07:16 ******* (Support Advisor): May I also ask if there is a ticket number on your previous chat interactions that I may able to check?
  07:16 ****** ***** *******: 745762
  07:17 ****** ***** *******: yes, I just sent you the message:
  07:17 ****** ***** *******: To expedite the resolution of this issue, I kindly ask you to review ticket ID ********, where my request has already been documented.
  07:17 ******* (Support Advisor): Thank you ****** for the ticket number. And the 6 digit code you provided still failed. Let me check the ticket number here, bear with me.
  07:18 ****** ***** *******: I guess it is failing because they canceled my account
  07:21 ******* (Support Advisor): I appreciate your patience here ******. I went back to check the ticket number ********,, and I've looked into this for you and found that your concern is currently under review by our Internal Team who is the right channel to address your concern.
  07:22 ******* (Support Advisor): Just would *** to confirm if you were able to successfully submit the form to dispute the action taken by Shopify?
  07:22 ****** ***** *******: ok, now you should know that I am concerned that this restriction might be related to a prior conflict between a member of Shopify's store verification team and a person I granted access to my store to assist me with its launch. This person has reported over 100 fraudulent stores and, as I understand, has had disputes with the team responsible for blocking fraudulent accounts due to their lack of action. I fear that my account is now being affected as retaliation in this previous conflict.
  07:23 ****** ***** *******: yes, I told you a few minutes ago that "Half an hour after receiving the email, I completed the form and submitted the requested information."
  07:23 ****** ***** *******:
  07:23 ****** ***** *******: let me translate the content for you...
  07:23 ******* (Support Advisor): I hear you and I understand how important this is. We are working through all open requests as quickly as we can. When the Internal team completes their review of your store and the request, they will reach out with complete instructions to help sort this out.
  07:24 ******* (Support Advisor): Thank you ******. I have already used a translation on my end, I appreciate you.
  07:24 ****** ***** *******:
  07:25 ****** ***** *******: ok, but as I told you, I am concerned that this restriction might be related to a prior conflict between a member of Shopify's store verification team and a person I granted access to my store to assist me with its launch. This person has reported over 100 fraudulent stores and, as I understand, has had disputes with the team responsible for blocking fraudulent accounts due to their lack of action. I fear that my account is now being affected as retaliation in this previous conflict.
  07:25 ****** ***** *******: For this reason, I request that my case be escalated to a higher-level team that can review it impartially and verify what has happened.
  07:26 ******* (Support Advisor): ******, I want to let you know that this has been escalated to the right team. Since they are already aware of your situation, I recommend waiting for their update. They are reviewing cases l*** yours and are committed to addressing each one with care.
  07:26 ****** ***** *******: please avoid using canned responses
  07:27 ******* (Support Advisor): For now, what I will do here on my end, is to make a follow up to the Team, I will let them know that you have reached out and would l*** to get an update since you already submitted the form that is needed.
  07:27 ****** ***** *******: as I mentioned, I have already spent time in 15 different chats
  07:28 ****** ***** *******: could you please see the date at the top right corner of this screenshot?
  07:28 ****** ***** *******:
  07:28 ****** ***** *******: it was 21 days ago
  07:28 ****** ***** *******: I have been waiting for 21 days
  07:29 ****** ***** *******: do you mean I should wait even more?
  07:30 ******* (Support Advisor): I completely understand how you feel about the wait since February 21. I would feel the same way in your situation. Ill make sure to inform the team that youre looking for an update. While I dont have visibility on this specific email or concern, its managed exclusively by the Merchant Trust Team.
  07:31 ******* (Support Advisor): Given your concerns about potential retaliation due to a previous conflict, it is important to clearly outline this context in your appeal. The Internal Team is responsible for reviewing such cases, and they will consider all relevant information you provide
  07:32 ****** ***** *******: could you please send me information or guidance to submit a complain and documentation to request an investigation about my account being affected as retaliation in a previous conflict.
  07:32 ****** ***** *******: ok, I want to provide information
  07:32 ****** ***** *******: how can I do that?
  07:33 ******* (Support Advisor): The form that was asked for you to submit, that is where you can state all the information that you want the Team to know.
  07:33 ****** ***** *******: could you please review ticket ID ********?
  07:33 ****** ***** *******: I already reported that I was blocked to fill out the form again
  07:34 ****** ***** *******: This means I cannot submit information to prove that my account has been used in retaliation in a previous dispute.
  07:35 ******* (Support Advisor): ******, I totally understand you here. I have read your ticket, and as I have mentioned, that since this is already under the hands of the Shopify Merchant Trust Team, they are only the right Team who can assist you further on this. I may kindly request you to wait, for instructions or email coming from them.
  07:35 ****** ***** *******: but no email is coming
  07:36 ****** ***** *******: after 21 days, no email has been sent to me
  07:36 ******* (Support Advisor): Since you already submitted the form, they acknowledged it, kindly give them ample time to review and I will also let the Team know that you were following up the update on the form you submitted.
  07:37 ****** ***** *******: 15 of your partners have also informed them that I contacted via chat, why you are goind to be different?
  07:37 ******* (Support Advisor): As much as I would love to help you further on this, your store is now handled by a different Team. the best I can do from my end is to make a follow up, let them know you were waiting for an unpdate.
  07:37 ****** ***** *******: actually, you already sent that exact same information 17 days ago
  07:37 ****** ***** *******: ok, please tell me how can I contact the right team
  07:38 ******* (Support Advisor): Only the MercahtnTrust Team can answer all your questions ******, as they are the one having access to your store, I don't even have access to your store.
  07:38 ****** ***** *******: you already told them 17 days ago that I am waiting for an update
  07:40 ******* (Support Advisor): ******, Ill reach out to them again and Im here to help. If following up will make a difference, Im more than happy to do that for you.
  07:44 ******* (Support Advisor): Hello,are you still with me? Just checking up on you and making sure we didn't get disconnected.
  07:44 ****** ***** *******: yes, I am still here
  07:45 ******* (Support Advisor): Thank you for staying. have you read my responses to you?
  07:45 ****** ***** *******: yes, but you have not resolved my problem, and you are sending me the same texts that you sent me 17 days ago
  07:46 ****** ***** *******: I dont know what else I need to do to receive help from Shopify
  07:46 ****** ***** *******: I feel l*** your job is to avoid me to contact the right team
  07:46 ****** ***** *******: I am just wasting my time here
  07:46 ******* (Support Advisor): ******, you spoke with my colleague ******** 17days ago. He was the one who escalated this ticket to merchant Trust Team, and the team send you an email, right.
  07:47 ****** ***** *******: if this issue is not going to be resolved immediately, I request the transfer of my domain ************************************* so that I can use it on another platform outside of Shopify.
  07:47 ******* (Support Advisor): What I am recommending is to wait as I have no access to your store because this is being handled by a different Team.
  07:48 ****** ***** *******: I have been waiting for 21 days
  07:48 ****** ***** *******: for how long you are recommending me to wait?
  07:48 ****** ***** *******: a month? two months?
  07:49 ****** ***** *******: I have not received any email from Shopify regarding my account **********************************
  07:49 ******* (Support Advisor): I will let the Team know about this ******. I understand your urgency here.
  07:49 ****** ***** *******: I have only received emails with chat transcriptions
  07:49 ****** ***** *******: that is not "help"
  07:50 ****** ***** *******: no, you dont understand the urgency
  07:50 System: Chat ended by client

  
  

  Customer Answer

  Date: 17/03/2025

  It has been a month since I submitted the documentation to the Shopify team via their required form ***********************************************************************************************************.

  However, I have not received a single response, and the chat support team says they can't do anything to help me.

  My domain ************************************* that I purchased through Shopify has been put on hold, and the support team via chat informs me that they can't do anything unless they restore access to my account. Therefore, ******************** is holding my domain against my will.
  
  

  

  Business Response

  Date: 24/03/2025

  Dear ******,
  

  I'm *****, a Support Lead at Shopify. All Shopify stores undergo routine reviews to ensure compliance with our Terms of Service and Acceptable Use Policy. These reviews are conducted by our ***************** If a store is found to be non-compliant, our Merchant Trust Team will request additional documentation to support an appeal.

  In your case, I see that your appeal (Ticket ID: ************************************* was successful. Your store and Shopify Payments accounts are now active. Please reply directly to your ticket if you have any further questions.
  

  Regards,
  *****
  

  
  

  Customer Answer

  Date: 25/03/2025

   
  Better Business Bureau:

  I agree to end the dispute with Shopify. However, I am not satisfied with the type of customer service they offer. They arbitrarily blocked my account for more than a month without any usage policy or terms of service to justify the arbitrary blocking. In addition to this, they also took over my website domain, forcing me to wait, blocking any settings, affecting ****** Ads campaigns and my overall advertising strategy. Causing monetary losses to my establishment.
  
  I do not agree with Shopify offering this type of customer service and arbitrarily blocking accounts without any justification. In addition to this, they have no right to block domains that users pay for. 
  
  Currently, they have restored my access to my domain and account. However, they should be obliged to inform the user that they will perform this type of blocking and that it will take more than a month, and that it requires more than 20 support emails and complaints supported by entities such as ***. This way, the user can choose if they want to take the risk of using Shopify as a provider.

  
  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:03/03/2025

  Type:Delivery 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 filing a complaint against Shopify for unfair payment processing practices that are severely disrupting my business. I run a made-to-order ceramics business through Shopify, where customers place orders, and I produce and ship them. My payout settings are set to daily business-day payouts, yet Shopify delays payouts far beyond the expected timeframe. For example: - An order placed on **February 26** has a scheduled payout of **March 5**. - An order placed on **February 28** has a scheduled payout of **March 15**. These delays contradict my selected payout schedule. My bank processes payments within one business day, so the issue is entirely on Shopifys end. When I contacted support, they stated that **all future payouts will follow this delayed schedule**, meaning Ill always have to wait up to two weeks for my funds. I am also concerned that Shopify is unlawfully holding and potentially using my money during these delays. They have no valid reason to withhold it for so long, and I question if this practice is even legal. These delays force me to finance customer orders out of pocket, creating serious cash flow issues that harm my business. I have contacted Shopifys support multiple times, but they have not resolved the issue. Their payout delays contradict my selected schedule and create unnecessary financial strain on small businesses. I request Shopify release my withheld funds immediately and ensure all future payouts follow the agreed-upon daily schedule. I also urge BBB to investigate Shopifys payment delays and possible misuse of funds. Thank you for your time. I look forward to your response.

  Customer Answer

  Date: 04/03/2025

  I am filing a complaint against Shopify for unfair payment processing practices that are severely disrupting my business. I run a made-to-order ceramics business through Shopify, where customers place orders, and I produce and ship them. My payout settings are set to daily business-day payouts, yet Shopify delays payouts far beyond the expected timeframe. For example: - An order placed on **February 26** has a scheduled payout of **March 5**. - An order placed on **February 28** has a scheduled payout of **March 15**. These delays contradict my selected payout schedule. My bank processes payments within one business day, so the issue is entirely on Shopifys end. When I contacted support, they stated that **all future payouts will follow this delayed schedule**, meaning Ill always have to wait up to two weeks for my funds. I am also concerned that Shopify is unlawfully holding and potentially using my money during these delays. They have no valid reason to withhold it for so long, and I question if this practice is even legal. These delays force me to finance customer orders out of pocket, creating serious cash flow issues that harm my business. I have contacted Shopifys support multiple times, but they have not resolved the issue. Their payout delays contradict my selected schedule and create unnecessary financial strain on small businesses. I request Shopify release my withheld funds immediately and ensure all future payouts follow the agreed-upon daily schedule. I also urge BBB to investigate Shopifys payment delays and possible misuse of funds. Thank you for your time. I look forward to your response.

  

  Business Response

  Date: 04/03/2025

  Hi Mariia,
  
  My name is **** an Operations Lead at Shopify. Thank you for reaching out to us regarding your payout schedule and for sharing your concerns. I recognize how important timely payouts are for your made-to-order business model.
  
  While we strive to process payouts quickly, several factors can affect payout timelines. Although your store is set up for daily payouts, weekends and holidays can impact processing times, as our payout schedule operates on business days. Additionally, daily payouts occur once the processing of the funds is complete. As a result, there may be instances when payouts extend beyond your expected dates.
  
  I also want to address your concerns regarding the misuse of funds. Please rest assured that your funds are held securely and are not withheld to be used by Shopify.
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 23015960
  
  Hi Lex,
  
  Thank you for your response. However, I must admit that I am not fully satisfied with the explanation provided. The fact that payouts are supposed to every bussines days based on me payout schedule doesnt align with my experience. In my case, the payouts have been delayed for up to two weeks, which is far longer than what I would expect from Shopify, especially since the system is set up for daily payouts.
  
  This extended delay is having a significant impact on my business, and I would appreciate further clarification on why this is happening, despite the setup for daily payouts. I hope we can resolve this issue promptly.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 14/03/2025

  Hi Mariia,
  
  Thank you for your response. I recognize that the payout dates reflected in your store don't align with your expectations, and I want to address your concern. As I mentioned in my previous response, several factors can affect payout timelines. One important aspect is that daily payouts are processed only once the customer payments have cleared. I'd like to note that your selected daily payout schedule doesn't account for weekends and the necessary business days for processing payments. However, rest assured that once those payments are processed, our systems will initiate the payout the very next business day. 
  
  If you haven't already, I would recommend changing your payout schedule from daily to weekly, saving that change, and then switching it back to daily. Sometimes, this can help with the payout processing in the event that the system hasn't recognized your initial preference selection.
  
  Additionally, if you're looking for faster payouts, I would recommend setting up your Shopify Balance account as your ******************** Payouts account. This can significantly speed up the payout process, allowing you to access your funds more quickly. You can find more details about this in our help center: ************************************************************************************************************************************************************************.
  
  Thank you for your time.
  
  Kind regards,
  
  Lex | Shopify Operations Lead