Complaints

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

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  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: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.

  On January 31st, I placed an order for a youth ARCONETTE jacket from the vendor "Finerblusoror" (on the SHOP app) order #****. In mid February, I begin reaching out to the to the company to check on shipping since nothing had changed on my end (est. date for shipping, etc.) There has been no response. Last week, I elevated my issue to customer support...AI responses and email. I have yet to receive my order and the vendor is not responded, nor have they ever responded. Today, when instructed to complete a "report an issue form" where is shows that I must copy the url, when clicking on the order confirmation in my email, it appears that the store does not exist any longer. I have been scammed. when I click on the link in my email, it is not there any more. After many correspondences with the company, they told me that my only course of action was to contact my bank and do a chargeoff. There is a cost to me to complete this action. I shared that I did not think it was fair that this company that I paid (SHOP/SHOPIFY) allowed the vendor to set up shop to do fraudulent business. I learned that the company was closed due to other complaints. I requested a refund, but they keep telling me that I won't get one from them. It must come from the vendor who has not responded to any inquiry and now who's page no longer exists. SHOP/SHOPIFY expressed regret, but they keep saying that I must go through my band, incur another charge to receive my $70.00. I contend that the company should be held responsible since I paid them to send me my refund.

  

  Business Response

  Date: 11/03/2025

  Hello Floressa, 
  

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

  Shopify is an ecommerce platform that allows stores to be created and sell products. All stores on the platform are subject to strict reviews to make sure they are aligned with Shopifys Acceptable Use Policy and Terms of Service. Any store that is found that is not in compliance is removed from the platform. Shopify does not directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment.
  

  We do have pathways for anyone who feels they may have an issue. You can report a Merchant using the link we have provided. You can also work with your Bank or Credit Card provider to start chargeback proceedings to help get your money returned.
  
  Regards
  *****
  

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  My original business with Shopify was Teaching Treasures and Trinkets registered with the email *************************************** That business was closed Sunday, December 3, 2023. I opened a new business with Shopify using the email ********************** that was unrelated to Teaching Treasures and Trinkets. When I lost the ability to use Mad Titan Comic Books as my business name, I changed the ********************** to ******************** and a new business name to Taberna CGC which was verified December 10, 2024. I noticed in January 2025 that Shopify had been double charging me. From what I can determine at this time, these double charges have occurred December 2024, January 2025, and February 2025. This has been reported to Shopify in February and March of 2025, and each time they have told me that they will contact me with a resolution. I still have not been credited back with the double charges. Double charges occurred Feb 10th and 27th, 2025 January 9th and 28th, 2025 February 10th and 27th, 2025 All charges were for $42.62. I would like a refund of $127.86, please

  

  Business Response

  Date: 04/03/2025

  Hi ****,
  
  My name is ****, and I am an Operations Lead here at Shopify who will be assisting with your complaint. Thank you for sharing your experience with us. We value your feedback as a long-term user of our services, and I recognise how frustrating it has been to address the charges against your account.
  
  I have reviewed the invoices and emails you included in your complaint and can confirm that there were no double charges against any of your accounts. Each charge was related to a separate store, and since store subscriptions are charged monthly, this is why you were experiencing multiple Shopify charges in the same month.
  
  To review the Shopify stores associated with your email addresses, please visit this link: **************************************************************** enter all of your email addresses. You will receive the names of the stores associated with those email addresses. This is a great way to keep track of any stores that may belong to you and to review which ones you wish to continue operating.
  
  Additionally, I located ticket #******** with our billing team, who has followed up with your request and provided you with an update regarding the charges on your accounts. If you have any further questions, working directly with our billing team is the best way to ensure your queries are resolved.
  
  
  Kindest regards,
  **** | Shopify, Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 23014265
  
  I am rejecting this response because:  The only store that I have opened is Taberna CGC using the email address, *****************************.

  Teaching Treasures and Trinkets was closed on December 3rd, 2023, using the email ***********************************************

  When logging in, I am only given the option to log into Taberna CGC.  

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

  

  Business Response

  Date: 06/03/2025

  Hi ****,
  
  Thank you for your follow-up. I appreciate your patience as we clarify your store details.
  
  You are correct in your assertions:
  - Taberna CGC remains open attached to the current email you have provided.
  - Teaching Treasures and Trinkets was previously closed and remains closed. 
  
  Our billing team has provided you with an update regarding the previous charges on your account in ticket #********, which you have acknowledged in the ticket. Therefore, we consider this matter resolved. 
  
  
  Best regards,
  
  **** | Shopify, Operations Lead

• Initial Complaint

  Date:28/02/2025

  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 had done a 3 months for $1 promotion that shopify had offered in December of 2024.Before the promotion ended I deactivated my store to restart again at a later time. My store was closed ahead of the promotion ending and there was no bill due. On April 1st of 2024 I logged in to shopify to see what plan options were available. when I gathering information to launch my website. Shopify's website design doesn't make it very clear what you're clicking on when you're trying to find plan information. You log in to their website and it tries to charge you. You click on a description for more information about a plan and it immediately tries to enroll you.This is exactly what happened to me on this date. While checking these plans it activated my store as though I was trying to start my store back up when had no intention of doing so.I immediately contacted shopify regarding this on the same date the incident took place.The shopify representative that I spoke with (support ticket number ********) advised me that they would take care of this error and they deactivated the store for me on April 3rd of 2024.I came back to shopify in November of 2024 to start my store up under the basic plan they offered.Then on the subscription plan payment screen it stated that I have an outstanding balance of $39.99 from April 1st incident the day that this error took place. The incident was reported on April 1st. and Shopify's customer service responded on April 3rd and advised they would deactivate the store and remove the $39.99 charge for the month of April. This never happened. When I contacted Shopify in November and advised them of this they informed me they were charging me for the the month of April 2024 when I never logged into the account or used the store. Shopify informed me that even though their representative advised me they would fix the error and not charge me I was still charged. I want shopify to honor their word and remove this $39.99 charge because it was an error.

  

  Business Response

  Date: 07/03/2025

  Hello ******,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  We have reviewed your request and noticed that this was escalated to our Money team via support tickets ******** and ********. The money team informed the following: 
  
  "We wanted to reach out to you directly regarding the $39.99 charge related to your trial store. Id like to clarify that this charge was part of our standard billing practice, where we issue bills ahead of time. The bill with reference number ********* was meant to cover the billing cycle from April 1, 2024, to May 1, 2024.
  
  I see that you canceled your store on April 3rd, so you wont incur any further charges. However, if you decide to open your store again in the future, please keep in mind that you will need to clear any outstanding charges to regain access.
  
  As a gesture of goodwill, we can consider acting on Bill ********* if you activate your store and pay the outstanding amount. In that case, I would be happy to issue you an equal amount of credit toward your next subscription with us.
  
  If you would like to remove your payment method from this store or have any other questions, please let us know. Were here to help!"
  
  Our support team has been helping regarding this request in multiple tickets: ********, ********, ********, ********, ********.
  
  Don't hesitate to contact us if you have additional questions.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 10/03/2025

  Complaint: 23001710
  
  I am rejecting this response because:
  
  This business did not review a single piece of information. Provided. The representative makes a statement that the $39 charge is for the monthly billing period of April 1st through May 1st. I never actively opened this online store on any of these dates. There customer service was contacted to close the store on April 1st the day this error occurred. This company expects me to pay $39 for the 3 days I had to wait for them to respond to close the store on their end tk which their representative at that time informed me I would not be charged. I proved evidence of the statements made by their representative to support this fact it was ignored. Rather than just fix the issue they want me to pay for what they failed to do and the. Possibly maybe they might credit me for a month. This is how scams operate. Its a scams to charge someone $39 for 3 days they spent waiting for a representative of their company to respond. Why would I be forced to pay for an entire month of service when I never used their website and it was active for 97% of the billing period theyre attempting to charge me for?
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 19/03/2025

  Hello ******,
  
  Thank you for the additional information. We've reviewed again and as per support ticket ******** (April 3rd) you reached out to us reporting that you reactivated your store when attempting to see the pricing for the plans. The support advisor helped to deactivate the store as per your request and confirmed the deactivation. 
  
  As mentioned by the Money team via support tickets ******** and 52093463: 
  
  "We wanted to reach out to you directly regarding the $39.99 charge related to your trial store. Id like to clarify that this charge was part of our standard billing practice, where we issue bills ahead of time. The bill with reference number ********* was meant to cover the billing cycle from April 1, 2024, to May 1, 2024. 
   
  I see that you canceled your store on April 3rd, so you wont incur any further charges. However, if you decide to open your store again in the future, please keep in mind that you will need to clear any outstanding charges to regain access. The $39.00 USD are outstanding and haven't been charged.
   
  As a gesture of goodwill, we can consider acting on Bill ********* if you activate your store and pay the outstanding amount. In that case, I would be happy to issue you an equal amount ($39.00) of credit toward your next subscription with us. 
  
  Regards,
  
  Lali | Shopify Operations Lead
   

• Initial Complaint

  Date:28/02/2025

  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.

  This complaint is in reference to ticket number is ********. My payouts are paused because I need to update my personal information. Note that I have already been verified but this is supposed to be some sort of periodic thing they do.I have been trying to update my TIN for over a month now. I am unable to access my dashboard to provide the information, which, has already been provided previously. My personal documents were uploaded and I could see them but unable to do anything else. Then suddenly they were gone. Shopify has been sending me emails daily telling me to update my information or else. Big red banner in my dashboard saying I have until today to update my information or else they will pause payments. Then I got the email that my payments are stopped. I have read many complaints about this very issue and people waiting for weeks for a resolution. I am unwilling to wait any longer. This is an easy fix. Customer support said I would be sent a link to upload the documents I already uploaded. But I have not received any follow-up whatsoever. Only automatically generated copies of our chat logs. Again, I have contacted customer support three separate times and told to wait with no estimated time for a resolution. I'm trying to run a business here.This manner of conducting business by interfering with payouts and no follow-up is unacceptable. This is what I want to happen:1. Unlock my dashboard so I can provide the information you have been asking me for, or email me with a secure link so I can upload the information. 2. Resume my payments immediately as it is Shopify's fault, not mine, that I have not been able to access my tax dashboard for over a month and provide the same information they already have on file.3. Provide me with my 1099K so I can file my taxes. *** this should have been done by law by January 31.I appreciate a prompt response.

  

  Business Response

  Date: 10/03/2025

  Hello ******,
  
  My name is *****, an Operations Lead with Shopify. 
  
  I see that your submitted documentation is currently under review and moving forward on ticket ID ************************************. This is the ideal place to submit any further questions or concerns, and the sepcialist dedciated to your case will be happy to respond. 
  
  Best Regards, 
  
  
  *****
  Shopify Operations Lead

  Customer Answer

  Date: 18/03/2025

  Complaint: 23001650
  
  I am rejecting this response because:

  There are two payments that have failed and I have not received any communication as to why or what to do. I also have not received my 1099K within the five days they said I would receive it. 

  Regular payments have resumed, so thank you for that. Please provide additional information about why the two payments are noted as "failed" and what needs to be done to receive these payments.

  I also need a response as to when I will receive my 1099K so I can file my taxes.
  
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 24/03/2025

  Hello ******,
  
  ***** here, an Operations Lead with Shopify. 
  
  I see we responded to ticket ID ************************************ on March 19th, confirming that there are no holds on the account and funds are moving. If you have any other questions or concerns regarding your payouts, please reply directly to that ticket, and the specialist dedicated to your case will be happy to answer them. 
  
  Thank you, 
  
  
  *****,
  Operations Lead, Shopify

  Customer Answer

  Date: 24/03/2025

   
  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:27/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify is known, and has a reputation for scamming their clients. Recently I was a victim, and have had 0 resolution or support i have contacted support well over 15 times, for weeks on weeks saying that I will hear back I never do. Shopify has taken well over $20,000 in funds from me, and banned me from their platforms while taking my funds, and will not provide a reason as to of why. I cannot get in contact with support. ONTOP Of that they have banned me from accessing the dashboard, because of this I cannot fulfill the orders or view them at all, so I am getting multiple charge backs daily which Shopify charges $15 on top of every chargeback, instead of taking it out it the funds they stole from me, they simply are taking it out of my bank account putting me into negative balance. I need a resolution and support will not help at all.The email I have used for the support and inquires is ********************* have not heard back at all, my store is named ****************.

  

  Business Response

  Date: 03/03/2025

  Hello *******,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead at Shopify. Thank you for contacting us regarding the closure of your store and the associated payout hold.
  
  After reviewing your case, I would like to clarify a few points. It appears that there are some discrepancies in the information provided. I have checked your store and found that there are no outstanding orders, and your current payout status does not indicate a hold of $20,000.
  
  Additionally, I noticed a potential issue regarding the email address associated with your account. The email listed as the Account Owner is ******************* while you mentioned using ********************** This discrepancy can lead to authentication issues, as we are only able to respond to inquiries related to financial matters or account status through the Account Owner's email.
  
  To address your concerns more effectively, I recommend that you respond directly to the Ticket ID: ************************************, which our Merchant Trust team has created for you. This team is specifically equipped to assist you with any questions or issues regarding the closure of your store.
  
  If you believe that your account has been terminated in error, the first step would be to file an appeal using the following form: *****************************************************************************************************************;
  If you have any further questions, please feel free to reach out.
  
  Best regards,
  Kody | Operations Lead, Shopify
  

• Initial Complaint

  Date:26/02/2025

  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 purchased a Shopify *** GO hardware for $325.44. Recently, Shopify emailed us for a product replacement due to their own manufacture defect with the built-in battery. A replacement was sent to us, however it broke down on us rightaway, meanwhile they have already disabled the old unit, rendering it useless. We contacted their support team requesting a next-day delivery for a replacement product as our business cannot be left without a payment processing hardware. The support said our request had been passed along to another team: The *** hardware team. However, its been ************************** tracking has been provided, so we contacted their support again and was told they can only pass our request to the *** team and we must wait for their response. This means we will have to wait another 24 hours minimum and potentially more, while our business keeps losing sales (we are a brick-and-mortal location). I complained and asked their support team to show me actual results, but all they say is they can only pass along our request. The losses we suffered in this 48 hours are not our fault because it started with their hardware malfunctioning.

  

  Business Response

  Date: 09/03/2025

  Hello ****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for taking the time to reach out to us regarding a recent POS Retail support experience. Due to the public nature of the BBB portal and the internal information a POS device order contains, I have sent through a seperate email for us to authenticate and review the case in more detail. 
  
  I look forward to hearing from you, 
  **** | Shopify 

• Initial Complaint

  Date:25/02/2025

  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 need assistance in retrieving my funds from Shopify. They suspended my account on the same day I created it, claiming I violated their terms and conditions, which is not true. Shopify has held my payout, and in an email dated 5/14/2024, they informed me that my funds would be held for 120 days, with the release date set for August 12, 2024. However, today is February 24, 2025, which is several months past the expected payout release. I simply want my money released, as it has been far too long. I have reached out to Shopify support multiple times, but nothing has been done to resolve this issue.The email address linked to my Shopify account is: ******************

  

  Business Response

  Date: 04/03/2025

  Hello ******, 
  

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

  All stores on the Shopify Platform undergo standard reviews which are undertaken by our Specialist teams to ensure they are operating within Shopifys Terms of Service and Acceptable Use Policies. These reviews are requested by Shopifys Banking Partners.
  Sometimes these reviews find that Shopify is unable to support a store on the platform. In these cases the store is closed and all money owed to the Merchant is paid out in a standard timeframe. Sometimes more information is needed. Our Merchant Trust team have contacted you on Ticket ID : ************************************ for more information. Please respond directly to that ticket so the payout can be released and the issue resolved. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:24/02/2025

  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.

  Some issue occurred when attempting to update my bank account to receive payments with Shopify. This resulted in all the payments made through Shopify being withheld - meaning my business was not getting paid out for any purchases. I've been in contact with Shopify 'support' (online only, they completely removed their phone services) for just a few days shy of a month now. My business literally has not been paid that entire time! I'm at the point where we will be out of cash soon. Shopify is basically withholding all payments and WILL NOT get back to me even though I've been incredibly patient and fulfilled all their requests for confirmation of data, etc.

  

  Business Response

  Date: 04/03/2025

  Hello *****, 
  

  I am *****, an Operations Lead here with Shopify. 
  Sometimes within our systems if a change is made to something which is part of the core performance, such as a bank account, the details of this change must be reviewed for account security. Our Account Security Team were in contact with you directly requesting additional information and documentation. Once this was received, any payout holds associated with this review were removed. Your payouts schedule should have resumed now.
  
  I hope this resolves the issue. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 22985660
  
  I am rejecting this response because:
  

  The negligence and disfunction of the support team was absolutely catastrophic. As Shopify has records of, this situation took OVER A MONTH to resolve and countless requests on my end. I spent at least 6-8 hours (if not more) with support over the last month. I received NO PAYOUTS (as in no revenue from my business) from Jan 28-Mar 4. We are lucky this didn't kill our business. 

  There is no support with this company, and clearly no accountability. 

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

  

  Business Response

  Date: 13/03/2025

  Hello *****,
  

  ***** here again from Shopify. 
  

  Payout holds are not something that we take lightly at Shopify and are put on a store as part of the workflow that must happen during reviews. We aim to have any review completed as quickly as possible, although sometimes they can take longer than expected and I apologise that yours was one that took a little longer. 
  

  The account is now fully operational as expected and all payouts have been released.
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:24/02/2025

  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.

  On 02/04/25 , Shopify began holding my payouts due to a sudden requirement for "verification." Despite my prompt and repeated attempts to comply, Shopify failed to provide clear guidance or adequate customer support to resolve the issue in a timely manner.Over 20 days, I submitted info multiple times. I received a messages stating that my payouts had resumed, only for that decision to be retracted later with vague reasoning. I reached out to Shopifys chat numerous times for clarification, but the advisors were unable to specify what was missing. They consistently stated that the matter had to be escalated to a "special team." I never received any direct communication or resolution from this team.During this period, we fulfilled and shipped these orders, while also needing to pay suppliers and staff. However, Shopifys continued withholding of thousands in payouts caused severe financial hardship and stress. Despite expressing these concerns , I was repeatedly told to "wait for the special team to respond," which never happened.Additionally, Shopifyssupport was unhelpful, inconsistent, and at times misleading. They provided incorrect information regarding payout failures, including one claiming it was due to the balance in my bank account. I repeatedly requested to speak to a supervisor or manager, but my request was denied every time. One advisor falsely claimed that Shopify does not have supervisors or managers. I also requested a phone number to discuss the issue directly, but I was told that only those on the "Advanced" plan have the privilege of phone support. This is unacceptable.Shopifys handling of this situation has been unprofessional, and financially damaging. The lack of communication, refusal to provide clear information, and failure to offer proper customer service have negatively impacted my business. I am seeking a resolution, an explanation of why this situation occurred, and assurance that they will improve its handling of similar cases.

  

  Business Response

  Date: 04/03/2025

  Hello *****, 
  

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

  All stores on the Shopify Platform undergo standard reviews which are undertaken by our Specialist teams to ensure they are operating within Shopifys Terms of Service and Acceptable Use Policies. These reviews are requested by Shopifys ***************** A recent change in legislation in Canada has caused our Canadian Merchants to undergo additional verification by supplying additional documents to our Merchant Verification Team. This process caused some delays in our general process. Our Specialists did reach out to you on ticket ID : ************************************. I do see all your information is updated and payouts have resumed so I trust the issue is resolved. 
  

  If you have any further questions you can contact our Help Center.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 13/03/2025

  Complaint: 22985571
  
  I am rejecting this response because I want to speak to someone (on the phone, not a chatbot) from Shopify regarding the overall experience. 
  
  Sincerely,
  
  ***** ******

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

  

  Business Response

  Date: 21/03/2025

  Hello *****, 
  

  ***** here again from Shopify. 
  

  Our Support Advisors are available 24/7 in our *********** and are the best people to work with to get an issue resolved. Merchant experience has always been & continues to be our first priority - were always looking at our service offering to ensure it continues to meet the needs of all merchants.
  

  Async and chat are our most efficient and effective channels for quickly and effectively providing support to merchants, this includes ensuring you can get quick access to resources and other support teams.
  

  Please contact our *********** directly to speak with a Support Advisor if you need any more assistance. 
  Regards
  *****

  
  

• Initial Complaint

  Date:24/02/2025

  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.

  Company allowed us to sell our services from their platform. Despite us not having any refunds or disputes, they put our payments on hold and didn't give us any information as to why they money was on hold. We have spent weeks contacting them, and they've done nothing but tell repeated lies, in attempt to brush off the fact that they owe us money. I'm referring to money that was already paid out to us, not money that hadn't been paid out. This is theft in the least form. A simple search on their own "Community Forum" shows hundreds of other sellers who have wronged in the same exact fashion, so this is not something new. At the end of the day I just want my money, I dont have time to play games with these people.

  

  Business Response

  Date: 25/02/2025

  Hi ******, 
  
  **** here from Shopify Operations. I have been assisting you with BBB complaint ********. I have responded to that complaint with a ticket number where you can find more information regarding your payouts. 
  
  Thanks, 
  Jack | Shopify Operations