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

  
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  Shopify

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

• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  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: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

• Initial Complaint

  Date:23/02/2025

  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.

  Subject: Urgent Request for Resolution of Frozen Merchant Account and Unfulfilled Order To Whom It May Concern,I am reaching out regarding an issue with my Shopify merchant account for Gradedgems, which has been frozen for over a month and a half. Despite submitting all required documentation via your form, I have received no response or updates from Shopify's verification team.On January 21, 2025, a customer placed an order for a comic book valued at $3,960.00 CAD. However, due to the account freeze, I am unable to fulfill the order or access my store, and I have not received any payout for this transaction. I have repeatedly requested that the verification process be expedited, as the customer has been asking about the order status. However, I have not received any communication from the verification team, leaving me in a difficult position.I have informed the customer about the issue and the delay caused by the account freeze. I requested that Shopify either assist in fulfilling the order or refund the customer. ********************* response was that I should refund the customer out of my own pocket until the verification is completed. This is an unreasonable expectation, especially given that I have yet to receive any updates from the verification team.This situation is unfair to both myself and the customer. The customer has been waiting for over a month without receiving their product, and I am unable to resolve the matter due to Shopifys delays. I request that Shopify either expedite the verification process or provide a reasonable solution, including issuing a refund to the customer if necessary.Thank you for your prompt attention to this matter.Sincerely,******* ***** Graded Gems ***********************

  

  Business Response

  Date: 02/03/2025

  Hi *******,
  
  Im ****, a Support Lead here at Shopify. Ive reviewed your concerns and will give what information I can in a public forum like the Better Business Bureau (BBB). 
  
  An update was sent to you recently with the reference 618326a4-835a-461b-98e0-be5251d21dcc. I can see you've addressed your questions to the Merchant Trust team in that email thread, which is great, as they have the information you need.
  
  Kind regards,
  

  ****
  Shopify Support Lead

  Customer Answer

  Date: 05/03/2025

  Subject: Re: Complaint: 22979336

  
  Dear ****,

  
  I am rejecting this response as it does not offer a fair resolution for the customer.
  I have been keeping the customer informed about the status of my store and the verification process. I have already communicated that Shopify cannot directly process the refund, and advised the customer to dispute the charge with their credit card company. However, I believe this situation is unjust, as I have not received any payouts, meaning the funds remain pending in my inactive store for the past 120 days.
  I would prefer Shopify to process the refund directly to the customer as soon as possible, so the customer does not have to continue waiting, which has already extended beyond 1 months without resolution. While I have been instructed to refund the customer myself and expect compensation from Shopify within 120 days, this arrangement seems unreasonable, especially without any guarantees from Shopify. Their business practices have yet to demonstrate professionalism in this matter.
  Below is the response from Shopify:
  
  "Hi there,
  Thanks for your email.
  Please note that we are not able to refund any transactions made on your Shopify store.
  Regards,
  Shopify Merchant Trust Team"
  
  I respectfully request that Shopify reconsider the approach and address the customers concerns directly.

  

  Business Response

  Date: 11/03/2025

  Hello *******, 
  
  My name is *****, an Operations Lead with Shopify. 
  
  I have reviewed ticket ID ************************************ and can confirm that the full amount of pending payouts will be held in reserve for 120 days. Once this reserve expires, we will transfer your existing payouts less any chargebacks and related fees to the bank account on file for your Shopify Payments account.
  
  We appreciate your aim is to ensure your own customers receive applicable refunds. As per our Terms of Service (*************************************************************************), particularly Section 4.2, you are responsible for all aspects of the transactions between you and your customer(s). This includes, but is not limited to, authorizing the charge to the customer in respect of the customers purchase, refunds, returns, fulfilling any sales or customer service, fraudulent transactions, required legal disclosures, regulatory compliance, alleged or actual violation of applicable laws (including but not limited to consumer protection laws in any jurisdiction where you offer products or services for sale).
  
  Shopify is unable to expedite this reserve period of 120 days as per our banking partners. Should you have any further questions, please direct these to ticket ID ************************************, and the specialist dedicated to your case can assist. 
  
  Best regards,
  
  
  *****
  Operations Lead, Shopify

• Initial Complaint

  Date:23/02/2025

  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 writing to formally file a complaint regarding an unresolved issue with Shopify's payout system, which is significantly impacting my business operations. I run an online comic bookstore specializing in graded collectible cards, and I have encountered multiple challenges with receiving my payouts for orders that were fulfilled and delivered in early February 2025.On January 27, 2025, there was two orders and I fulfilled them promptly. These orders were delivered to customers on February 6, 2025. However, despite completing my responsibilities as a merchant, I have been waiting for over three weeks for the associated payout, which amounts to $5,590.50.I contacted Shopify support numerous times, and I have been informed that the payouts are pending due to a verification process. Unfortunately, I have not received any direct communication from the verification team, and all updates are mediated through the basic support team, who have been unable to provide a timely resolution. I have followed up weekly, yet the issue remains unresolved.The lack of transparency and communication is not only frustrating but is also adversely affecting my business. I have already delivered the products to the customers, and I am now concerned that future orders may face similar delays if the issue is not addressed. This ongoing uncertainty is detrimental to my business reputation and ability to operate efficiently.I am requesting that the verification team communicate with me directly to resolve this matter or proceed with the payout so that I can continue to run my business without further disruptions.For your reference, the orders in question are:Order #**** $4,665.50 Placed on January 27, 2025, Delivered February 6, 2025 Order #**** $925.00 Placed on January 27, 2025, Delivered February 6, 2025 I have provided all relevant proof of delivery and order details, yet the issue remains unresolved.Sincerely,***** **** Comikaze **********************

  

  Business Response

  Date: 25/02/2025

  Hi *****,

  Im ****, a Support Lead here at Shopify. Im glad you reached out about this payout hold so we can help you move towards resolution. 

  A request has been sent to you, with reference 0c5d5f17-103f-4234-ad66-c391fc0c7720. In it you're asked to send documentation to our Merchant Trust team so that they can review the payout hold. Please review that email and use the link to upload your documentation. 

  You're also invited to reply directly to that email if you have any questions, which is the best venue for those concerns. 

  Kind regards,

  ****
  Shopify Support Lead

  Customer Answer

  Date: 27/02/2025

  Dear Shopify,

  
  I am writing to formally express my concern regarding ticket "0c5d5f17-103f-4234-ad66-c391fc0c7720" and the ongoing issue with my payouts being placed on hold. Despite my repeated follow-ups through the support chat every three days over the past month, I have not received any communication regarding the document upload for verification.

  
  I am fully aware that a pending verification is in process, yet I have not received an email with the necessary form or further instructions to proceed. I have only been informed that the ticket will be expedited with the back office team, and I will be contacted as soon as possible. Unfortunately, this has not resulted in any meaningful response thus far.

  
  For clarity, I would like to confirm that the correct email address on file is *******************************.

  
  Please send the required verification form at your earliest convenience, so I can provide the necessary documents and resolve this issue, allowing my payouts to be released and my business operations to continue smoothly.

  
  I would appreciate your prompt attention to this matter.
  Thank you for your assistance.

  

  Business Response

  Date: 04/03/2025

  Hi *****,
  
  My name is **** an Operations Lead at Shopify. I'm assisting **** with their tickets today. Thank you for your response and for letting us know you haven't yet received an email. 
  
  I've requested that the team reviewing your store resend the email to the address on file. I can confirm that the email you provided is the one that the team is using for correspondence. If you don't see the email in your inbox, please check your junk and spam folders for ticket ID ************************************. For any future correspondence, please direct your messages to that ticket to help resolve the payout hold promptly.
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 18/04/2025

  They were able to verify my information with the relevant documents i provided. 

  Problem: A few days ago my account was closed all of a sudden without any warning nor any explanation as shown in the attachments. I can't access my dashboard nor see my sales. I did not receive any emails in regards to the sudden close of my Shopify account. I would like for them to respond back to me and provide me a prompt answer and clear explanation because previously it took them 3 months to fix my account prior to this complaint. If they need any documentations I would gladly provide them that, or if its a billing issue i can also provide them that as well. 

  

  Business Response

  Date: 29/04/2025

  Hi *****,
  
  
  An email was sent to you on April 22 with reference 94b9fe2d-767d-440a-92b7-8039f49602f6 to communicate the updated information and next steps to reactivate the account. If you have any follow up questions, please address them to that team by reply, as they're best positioned to help you further. 
  
  Kind regards,
  
  
  ****
  Shopify Support Lead

  Customer Answer

  Date: 15/05/2025

  Subject: Formal Complaint Regarding Disabled Shopify Payments Gateway
  Dear Shopify Support Team,
  I am writing to formally continue my complaint regarding the unjustifiable disabling of my Shopify payments gateway. This action was taken without any clear or legitimate basis, and I find it to be highly unprofessional, especially considering the negative impact it has had on my e-commerce business.
  The long verification process that Shopify has put me through has already caused significant delays to my business growth. I have consistently reached out to your general support team on a weekly basis, seeking updates. Unfortunately, their responses have been unhelpful, with only vague assurances that my case is being escalated to the relevant department. Despite these promises, I have not received any follow-up communication from the department responsible, and I have had to take the initiative every time.
  The initial verification process took an unreasonable three months to complete, which prevented me from launching my business at the planned time. After the verification was completed, I was able to start building my business and making sales, but several weeks later, Shopify decided to put my payouts on hold and request additional documentation without providing any clear explanation for the decision. Upon submitting the required documents, my Shopify payments were disabled due to a claimed elevated risk of chargebacks.
  I would like to emphasize that I have taken all necessary precautions with my customers. I have ensured timely shipment of all orders and have experienced no chargebacks or issues related to my transactions. Shopifys decision to disable my payments without valid justification is both unprofessional and detrimental to my business operations.
  I respectfully request that my Shopify payments gateway be reactivated as soon as possible. I have invested considerable time and money into building my business on your platform, and I wish to continue doing so. Additionally, I would appreciate clear communication regarding any further documentation required or any other steps I need to take in order to resolve this issue and continue working with Shopify.
  I look forward to your prompt response and a resolution to this matter.
  

  

  Business Response

  Date: 24/05/2025

  Hello *****,
  
  Thank you for expressing your concerns regarding your Shopify Payments account. We understand the significant impact this matter has had on your business.
  
  Due to the public nature of the Better Business Bureau (BBB) and our stringent guidelines regarding merchant privacy, we are unfortunately limited in our ability to discuss specific details in this forum. Since we cannot verify the identity of those we communicate with outside of our secure support channels, we must prioritize the confidentiality of our merchants information.
  
  To assist you in moving forward, I would like to direct you to our Merchant Trust Team, who has recently reached out to you via email in relation to your appeal (Ticket ID: *************************************. I encourage you to continue all communication through that ticket, as they are best equipped to address any further questions you may have. Please note that due to the public nature of this inquiry, we are unable to discuss this matter further via BBB.
  
  Thank you for your understanding.
  
  Best regards.

• Initial Complaint

  Date:23/02/2025

  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 would like to file a complaint about Shopify Payments (********* There is a discrepancy between 1099-K form they filed with the *** for the year 2024 and the actual sales they processed for my company for the same year. I asked them three times to explain the discrepancy by sending me a detailed report with all the transactions that would match their 1099_K form. I always got the same answer "we are working on that, and you will receive it shortly" but they have never sent the file. Now, I must pay taxes on sales that never happened.

  

  Business Response

  Date: 03/03/2025

  Hi, *****.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Because the BBB is a public forum and were unable to verify that were working with authorized store staff here, were limited to providing general information and pointing you back to our Support for further assistance.
  
  I can see that our Merchant Tax team specialists have responded on ticket ******** with some clarifying information. If you still have questions, responding in that ticket is the best way to get answers tailored for your store. Please note that due to the busy tax season, it may take a few business days to get a response.
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 05/03/2025

  Complaint: 22979005
  
  I am rejecting this response because:
  The Shopify Merchant Tax team specialists have responded to ticket ******** with information that they identified a bug with the 1099-K transactions report, but the amounts shown on our 1099-K are correct.They also informed me that they do not have a detailed CSV report to send at the moment.
  Why is it so difficult for you to create the report when they have all the data to make 1099-K form? The only way to resolve this is to provide us with the detailed CSV file with all the transactions that will match the 1099-K.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/03/2025

  Hi, *****.
  
  As advised before, we can't provide account-specific help outside of our support system where we can verify we're speaking with the account owner. I can see our Merchant Tax team specialists are continuing to answer your questions in ticket 55276860 and have relayed that the report issue is being worked on; please continue to direct your inquiries there so you can receive assistance. 
  
  Thank you,
  
  ****** C | Support Lead 

  Customer Answer

  Date: 13/03/2025

  Complaint: 22979005
  
  I am rejecting this response because:
  ******, I am sorry but you have not provided any help inside of your support system yet. And frankly, it is quite concerning that it takes you such a long time to provide a detailed CSV file matching your 1099-K.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:22/02/2025

  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.

  Shopify has since before 2025-02-05 put a block on our bank account payouts. They added a banner on the page that says we need to manually submit some details to their support team. More specifically, it says: "You can't update your details You have reached the maximum number of attempts for submitting your details. You need to contact support to make any changes."Upon contacting support, you never actually get a chance to contact them for real. I get thrown in a chat with someone who "escalates my ticket for further handling" and it never gets handled. I have multiple "escalated tickets" open with zero response back. They already have every single document they need in these tickets if they would only ever get back to them. They refuse to respond to my messages and just keep holding all our money. We have over $8000 stuck in Shopify that we can not take out to our bank using their "Shopify Payments" system, because they have not verified us.The last ticket I opened with them is ******** and I sent them these documents - heres a snippet from the ticket (0 responses):**** ****** 15:01 Hey! Here are the documents I provided:Bolagsordning - This is the Swedish Articles of Association that shows my company's legal structure and rules (like a company constitution)Registreringsbevis - This is the official Registration Certificate from the ************************ proving my company is legally registered and active These are standard Swedish business documents that verify my company's legitimacy and my authority to receive payments.(PDF attachments)

  

  Business Response

  Date: 03/03/2025

  Hi, Edis. 
  
  This is ****** and I am a Support Lead here at Shopify. 
  
  Because the BBB is a public forum, were limited to providing general information and pointing you back to our Support for further assistance.
  
  I can see that our Merchant Verification team has been in touch earlier today. Please search your email inbox for ticket ID: ************************************ and follow the instructions included. If you have any questions, replying to that email will be the fastest way to get answers from the correct specialists handling your case.
  
  Best,
  ****** C | Support Lead 

• Initial Complaint

  Date:21/02/2025

  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.

  Shopify has failed to verify my *** number using automated methods, which is necessary for my small business to receive payouts from Shopify. I submitted a trouble ticket to Shopify to have the *** documentation verified by a human on 2/5/2025, and then I reached out again on 2/6/2025 and the ticket was escalated to their internal team,Yesterday, on 2/20/2025, Shopify sent the below email, and terminated my Shop website (********************)."Dear Account Owner, Unfortunately, since we did not receive a response from you regarding verification of details about your business and transaction activity, we are no longer able to host your store on the Shopify platform and your account has been closed. The full amount of pending payouts will be held by the Processor, in accordance with the Shopify Payments Terms of Service and the Processor's Terms of Service. Payouts are typically held for 120 days.If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision.Please note that this email address is not monitored. Any responses submitted will not receive a reply.Shopify's Terms of Service can be found here.Thank you, Shopify Merchant Trust Team"Today, 2/21/2025 I reached out to Shopify again to resolve the issue, and no additional support was provided other than that their internal team will review. The initial support advisor was only able to be reached via chat, and would not allow me to talk to a supervisor or manager to voice my concerns with the unresolved issues from 2/5/2025 and 2/6/2025 that I believe may have ultimately led to my site being terminated, which stated I had until 3/2/2025 to resolve.A dispute form has been submitted to Shopify, and I am hoping to have a supervisor or manager reach out to me to discuss reactivating my online store front.

  

  Business Response

  Date: 27/02/2025

  Hello ******, 
  
  My name is *****, an Operations Lead with Shopify.
  
  We have reviewed your recent ticket ID ************************************ and can confirm your account has now been reinstated. We can also confirm that your request to update your business details for Shopify Payments has been sent directly to our payments team, and you can expect to receive next steps for this process soon.
  
  Please note that you may need to select a paid subscription plan for your store when logging in.
  
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 05/03/2025

  Complaint: 22972888
  
  I am rejecting this response because:
  
  My shop has been reinstated, however I am still waiting to receive guidance on next steps to have my payment/payout information verified by Shopify. All relevant documents have been submitted, including my EIN documentation needed for verification. Awaiting Shopify payment team to reach out to me to verify and enable my payment/payouts.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 18/03/2025

  Hello,

   

  We have ensured that the consumer's concerns have been addressed on a new ticket ID. 

   

  Thank you, 

  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:20/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was NOT aware I had asked Shopify to save my informationl I want to have any account I have and I want my personal information deleted.There is no **************** support by phone NOR if you DO NOT have a store.I want to have my information deleted.

  

  Business Response

  Date: 25/02/2025

  Hello Melodi, 
  

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

  I am sorry to hear that you seem have created a Shop Pay account without realising. Our Shop Pay accounts make commerce easier for everyone by making the checkout process quicker when using any store built on the Shopify Platform. 
  If you do not want to continue using this you can visit - ************************************************************************ and request to have your details deleted. This will remove any data associated with you and you will not have the express checkout facilities shown to you again. 
  I hope this resolves your issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 25/02/2025

   
  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:20/02/2025

  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 closed my account back in September but still being charged the monthly fee. Shopify does not have any type of live person to speak with. Their customer service is extremely difficulty to work through. I've attempted contact several times.

  

  Business Response

  Date: 21/02/2025

  Hello ***,
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  We understand you may still be receiving charges for an active store on our platform. The ideal way to resolve this is to reach out to our support team with the following information:
  
  - First and last name of the person reaching out 
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  - A screenshot or image of a banking statement with the Shopify invoice number including the charge amount and date (all other information may be concealed)
  
  In order to create a ticket with our support team, please visit our 'Cant login' page at ********************
  
  
  Thank you, 
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 21/02/2025

  Complaint: 22967608
  
  I am rejecting this response because:
  
  There is no easy way to reach customer support. My shop was closed and therefore I am unable to log in which is what "support" virtual assist keeps directing me to do. It's impossible to reach a live person to provide help. 
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 26/02/2025

  Hello ***,
  
  We understand it can be difficult to contact our Support team without login information. To ensure you can contact our team directly, please copy and paste this link into your browser: ********************
  
  From there, you can provide the following information for our team to identify where those charges may be coming from:
  
  - First and last name of the person reaching out 
  - The FIRST 6 digits of the credit card
  - The LAST 4 digits of the credit card
  - A screenshot or image of a banking statement with the Shopify invoice number including the charge amount and date (all other information may be concealed)

  
  Thank you, 
  
  Best regards,
  *****, Shopify Operations Lead

• Initial Complaint

  Date:20/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid $348 for a yearly subscription to Shopify in order to sell merchandise for my small business online. I was able to set everything up and sell a handful of merchandise. My first sale was in May of 2024. Since then, I have sold a countless of items through Shopify and my customers have received each item, yet all of my payouts on Shopify still pose as 'pending'. I reached out to Shopify when I first saw this occurrence and they gave me a case number to have a team look at my case and nothing happened. I have been following up with them consistently since June of 2024 when I uploaded new banking info and credentials. I have yet to recieve any response for any case that was opened. I also have yet to receive the money from any of my customers purchases. Because of this I stopped selling through them in September of 2024 because the same issue persisted. Each time I chat with support I am left starting at the beginning, getting a new case number again, waiting for the response they promised me, and then not hearing anything back. Now I am only receiving countless emails and spam from several claimed Shopify team members saying that my account does not comply and that I need to pay them more in order to fix the "issues" that they are now saying my website has. Along with that issue, I am now getting emails from several different email addresses claiming there are policy violations and store closure notices. Each email is a different address and stating a different version of an issue along with a cost to fix it. I invest a lot for my Shopify to run smoothly and am very unsatisfied with the platform. I communicated in my last and most recent case that I would like to resolve my payout issue before permanently canceling my Shopify subscription. I yet have still to hear back from anyone at all. This is an issue that has proceeded 10 months of troubleshooting. I am looking to resolve this payout issue and cancelling my account before my account renews.

  

  Business Response

  Date: 25/02/2025

  Hello *******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your payouts.
  
  I have contacted the team responsible for your payouts, and they have informed me that they reached out to you under ticket ID ************************************ with the next steps in this process.
  
  If you have any other questions or concerns, please reply to that ticket.
  
  Best regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 01/03/2025

   
  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. Thank you so much for your efforts in the longly needed resolution. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:20/02/2025

  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 used shopify for online payments and they closed my account it has been over 149 days issue havent been resolved Ive reached out to the company several times nobody can give me an answer or provide me with a update I have a ticket number ******** and a store number *******************************************

  

  Business Response

  Date: 25/02/2025

  Hello ******, 
  

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

  I have spoken with our Merchant Trust Specialists and they have advised that they have contacted you on Ticket ID : ************************************ for some additional information. Please respond to that ticket directly to get the issue resolved as quickly as possible. If you do not see it in your main email folder please check your spam folder also in case it dropped in there by mistake. 
  

  Regards
  *****