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 Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

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  Shopify

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

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:19/02/2025

  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.

  Nature of the Dispute:On February 19 2025, Shopify suddenly shut down my store without prior warning, citing a violation of their Acceptable Use Policy (AUP). However, I was never informed of the specific violation or given an opportunity to appeal. Additionally, Shopify has placed a hold on my funds despite me providing tracking numbers for fulfilled orders and proof of inventory storage.I have only been operating my store for a a day, but I have already fulfilled most of my orders, with zero disputes, zero chargebacks, and no customer complaints. ********************'s decision to shut down my business and hold my revenue without proper justification is unfair and damaging to my ability to continue operations.Has the Business Tried to Resolve the Problem?I have reached out to Shopify multiple times for clarification, provided all requested documentation (tracking numbers, proof of shipment, and proof of inventory), but have yet to receive a clear response. Instead, Shopify continues to withhold my funds without any timeline for release or due process for appealing their decision.Desired Resolution:I am requesting that Shopify:? Release my withheld funds immediately since I have provided proof of legitimate business transactions.? Provide a clear explanation for my store's closure and allow a fair appeals process.? Follow proper business practices and not unjustly hold payments without communication or evidence of wrongdoing.Shopifys actions unfairly impact small businesses by cutting off funds without transparency. If not resolved, I may seek legal action for unjust enrichment, breach of contract, and unfair business practices.I appreciate BBBs assistance in getting Shopify to properly review my case and release my earnings.Ticket ID: ************************************

  

  Business Response

  Date: 25/02/2025

  Hello Zain, 
  

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

  Our Merchant Trust Team review all stores on the Shopify Platform to make sure they are in line with our Acceptable Use Policy and our ***************** If a store is closed or put on hold there is always an appeal link sent within the email our Specialists send. Once an appeal is submitted there may be additional documentation requested or more details to be given.
  
  I see that you were able to submit this appeal and get the necessary documentation submitted that allowed the store to be reinstated. As the query is now resolved, if you have any further questions or issues you can visit our *********** at any time and speak with our Support Advisors. 
  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,
  
  Zain

• Initial Complaint

  Date:19/02/2025

  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.

  February 6th 2025 I tried to change the business type in my Shopify account from ********************** - The system said i needed to contact support - so I did. The support team said that I would need to speak with the Merchant Tax Team and they would reach out to me. I filled out the requested paperwork and waited for the team to reach out. I have reached out many times after - just to be told the same thing - that they are flagging it for the team. Now they are saying that will withhold our payments through our POS system tomorrow if we do not update our business type but we cant!! They are literally holding our money hostage.we are a small business and cannot survive without the payments coming through every couple days. I have tried everything with support and they will not give you any more resources or even a phone number - just chat. I have read this has happened to many people and sometimes it takes months!! We would be out of business by then. People have said after contacting the BBB Shopify has reached out to them immediately so I hope that will be the case for us.Thank you!

  

  Business Response

  Date: 20/02/2025

  Hello ****, 

  My name is *****, an Operations Lead with Shopify.
  
  We have reviewed your recent ticket ID ******** with our Shopify Payments team, and can confirm that the requested changes to your business details are moving forward successfully. The most recent response from the specialist dedicated to your case was sent today, February 20, 2025.
  
  If you have any questions regarding this matter, please reach out to the ticket referenced above, and we can assist you further. 
  
  
  Best regards,
  *****, Shopify Operations Lead

  Customer Answer

  Date: 20/02/2025

   
  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:19/02/2025

  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 use shopify for my business and have since 2020. I use their shopify balance service. On 1/4/2025, a vendor put an amount on hold of $588 in my shopify balance account. The vendor has since released the hold, however, Shopify STILL has this amount pending on my account. They are holding my money and should not be. It still shows pending on my account. ******************** has no phone support so I received support via shopify chat. The first ***** i spoke to could not resolve my issue and said that the hold should be released 31 days after pending and we are well beyond that. The *** said she moved the issue to the shopify balance team. This was 2 weeks ago, I have since contacted shopify chat support 3 additional times. A ticket with the balance team was opened in escalation (ticket number ********) to no resolve. Each time, the chat ***** tells me the balance team would reach out to me via email within hours, yet ***** has reached out to me. The issue is still open. They are still holding my money. Nobody has called me and I cannot call shopify. I want them to release my money and I deserve a call and fee credit for my inconvenience.

  

  Business Response

  Date: 23/02/2025

  Dear Dorreatha,
  
  My name is ****, I am an Operations Lead here at Shopify, 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 this experience has been to receive support with the pending funds in your Shopify Balance account.
  
  Currently, we are experiencing a high volume of escalations to our Balance team, which can lead to delays in communication. However, I've checked the status of your ticket (number ********) and can confirm that the Balance team has responded with further assistance. 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, and your experience is important to us.
  
  Best regards,
  
  **** - Operations Lead | Shopify

  Customer Answer

  Date: 24/02/2025

  Complaint: 22963676
  
  I am rejecting this response because:

   

  Thank you for your reply. I can assure you that the balance team has not responded to me. As of today, this issue is still unresolved and my money is still on hold. 

  While i understand a high volume for your team, this is not an excuse for a highly escalated issue. I have not been contacted by email or phone, however, it took a BBB complaint 

  for me to get any type of response. This leads me to know public view is more important to shopify than the businesses who trust you with their livelihood and this is disappointing. 
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 25/02/2025

  Dear Dorreatha,
  
  Thank you for your response. I have confirmed that our Balance team has reached out to you in ticket ******** as of last week, please search your inbox for this ticket number including any spam folders. 
  
  Due to the public nature of the BBB, I am unable to discuss account specific details. Therefore if you are still unable to locate ticket ******** after searching your inbox, please let me know and I can ask our Balance team to resend the email again.
  
  
  Best regards,
  
  **** - Operations Lead | Shopify

• Initial Complaint

  Date:18/02/2025

  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.

  Request for Refund of $561.51 for Unnotified Recurring Charges I sent refund request to Shopify on an account was opened and was withdrawing recurring subscriptions from me without notifications by emails. I have called week after I opened the account to ask if I have any account to delete it. They said I dont have accounts. Then later I found accidentally the charges on my credit card. I didnt use this Shopify store or had any living in activities during this time. The company have been ignoring my refund request. This is illegal business practices & fraudulent activity. Here is the request:Dear Shopify Support Team,I hope this message finds you well. I am writing to formally request a refund of $577.51 for recurring charges applied to my account associated with the store b7f317-2.myshopify.com, which I have not actively used. Additionally, I did not receive prior email notifications about these charges.Upon reviewing my billing history, I identified the following charges applied to my account:Aug 14, 2023: $1.08 (Billing cycle)Aug 14, 2023: $2.16 (App)Sep 13, 2023: $39.09 (Billing cycle)Oct 13, 2023: $39.09 (Billing cycle)Nov 12, 2023 to Apr 10, 2024: $80.38 each month Total Charges: $561.51 I firmly believe these charges were applied in error or without adequate communication. I kindly request your cooperation in processing a full refund of $561.51. I trust in your understanding of the legal implications of such charges on my account and debit balance.Thank you for your prompt attention to this matter. Please let me know if you require any additional information or documentation to assist in processing my refund. I greatly appreciate your cooperation and ****************** regards,Marwa Badr After I submitted this request, Shopify company have terminated my account. We call that retaliation for seeking rights. It is illegal business practices. I am not seeking any legal actions but I am seeking 561$ + 16$ the price of domain **************

  

  Business Response

  Date: 20/02/2025

  Hi Marwa, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with requesting a refund. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:17/02/2025

  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.

  Shopify has frozen our payouts, despite my store being fully operational. Due to a supplier transition, some orders have been delayed, but this is an internal business decision to improve product quality and shipping times for customers. This was clearly explained to ********************'s team which emailed me about the frozen funds, however they have been completely non-responsive.Unlike many of Shopify's customers, we are not running a dropshipping store where we can simply install a new app to change our supplier. Our product needs to be manufactured with the highest quality and tested before we can ship it to our customers. This process takes time, which our affected customers have been informed about.However, Shopify interfering in this process by withholding our funds with no timeline for resolution, is not only creating unnecessary obstacles, but also displays a complete disregard for my customers and their own.I have contacted ******************** multiple times (tickets ********, ********, ********, ********), as well as sent multiple responses to the email that was sent to me about this, but they offer no solutions while leaving my business exposed to chargebacks, customer dissatisfaction, and reputational damage. Shopify will take zero responsibility when these avoidable chargebacks start affecting my payment history. Meanwhile, I have employees to pay and business obligations to meet, and they are blocking my ability to ********** seems many other business owners have faced this same issue, as seen on Shopifys BBB page. The pattern is clear: they hold funds arbitrarily, forcing small businesses into financial strain.

  

  Business Response

  Date: 21/02/2025

  Hello Rishi, 
  

  I am *****, a Support Lead here with Shopify. 
  Reviews are standard on all accounts on the ******************** platform. These reviews are mandatory requests by our **************** to ensure that stores are in compliance with our Terms of Service and Acceptable Use Policies. Our Merchant Trust Specialists have given the actions needed to move forward and release the hold on Ticket ID : ************************************. You can reply directly to that ticket with any further questions you may have and our Specialists will be happy to resolve them as quickly as possible. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 27/02/2025

  Complaint: 22954272
  
  I am rejecting this response because:
  

  Hello *****,

  
  I understand that Shopifys payment reviews are standard procedure, and I have been cooperative in providing everything requested. However, my funds have now been held for over two weeks, and Shopifys current stance is making it impossible for me to fulfill any more outstanding orders.
  I have explained multiple times that the hold itself is preventing fulfillment, yet my requests for a release of funds to cover order costs have been ignored. Despite this, I have been forced to sell personal assets, including my vehicle, to start fulfilling these orders out of my own pocket.
  Now, Shopify has stated that no payouts will be released until ALL orders up to a random date they came up with are fulfilled. This is an impossible demandwithout access to my own earnings, I simply cannot ship every outstanding order. Shopify is putting me in a situation where I am forced to delay shipments while simultaneously penalizing me for those delays.
  At this point, I need immediate intervention from someone at a higher level who can actually review my case. This is no longer about complianceI have made every effort to fulfill orders despite Shopify restricting my funds. If this issue is not resolved, I will have no choice but to escalate further.
  I appreciate a real response, not a generic copy-paste reply.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 06/03/2025

  Hello Rishi, 
  

  ***** here again from Shopify. 
  The process that reviews and holds take, are following standard procedures. They may seem that they are taking too long or asking for too much but this is what all stores with these findings face. Our Merchant Trust team has given all the information you need to resolve the issue in your open ticket - 2685ae65-17e6-44b1-b6b3-920a5d3c265a. Please complete the instructions given so they can resolve the ticket as quickly as possible.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 09/03/2025

  Complaint: 22954272
  
  I am rejecting this response because:

  
  Unless lying and deception is considered standard procedure at Shopify, that is not what is happening here. Whats happening here isnt normalits deceptive and devastating to entrepreneurs who trust you as an ally.
  
  Your team explicitly told me to clear my backlog of orders in order to have my funds released. Here's a direct quote from the last email I was sent:
  
  "Please note that no further payouts will be released without a clear fulfilment with tracking numbers of the full January orders up to February 14th 2025."
  
  I did exactly that. "Clear fulfilment with tracking numbers" just like they asked. For two months I used my personal savings and even sold my vehicles just to fulfill these ordersexpecting Shopify to uphold their word. 
  
  Instead, the moment I completed their instructions, Shopify tells me I am no longer going to receive my funds and that they will no longer even respond to me. Is this predatory behavior your standard procedure?
  
  You keep telling me to complete the instructions given, which I did. So tell ****** now? What exactly am I waiting for? Because right now, it looks like Shopify is just holding my money hostage with no intention to "resolve the ticket as quickly as possible".
  
  I demand a release of my funds. No more deflections. 
  
  To anybody considering the Shopify platform - STAY AWAY. Go with BigCommerce or WooCommerce! Shopify will lie to you, shut down your business, freeze your funds, with no reason or warning, and tell you that you will no longer get a response to your tickets.
  
  After 7 years as a customer, I can no longer recommend ******************** as a trustworthy business partner.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:17/02/2025

  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 has been charging me $40.00 monthly for a service that I do not have. I have never sold anything over Shopify, I do not have an account with ********************. I have tried to contact them to "cancel" this non-existing account, but unfortunately the AI customer service cannot help me because "I do not have an account." ******************** does not have a working customer service number. Searching through my statements, this has been going on for 2+ years. It will take me a while to add up exactly how much has been taken.

  

  Business Response

  Date: 25/02/2025

  Hello *****, 
  

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

  I have had a look at our systems and I do not see an account relating to the email you have submitted here. That being said, is there a chance that you may have used a different email to create an account at some point? We do have an account finder that you can input email accounts into and see what stores are associated with them. If you visit - ******************************************************************************************************************************* and input any email addresses you have, the tool will send you the details. Once you have the details of the account you can contact our *********** to have your issues resolved as quickly as possible. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:17/02/2025

  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.

  Our business has operated a Shopify store for several years. Last Monday they informed us that our payouts are on hold, did not provide any substantial explanation. We reached out to their support team, and were told that our case would be escalated to a specialist team, and that we should hear back within 2-3 business days.I followed up every single day last week, and was told the same story, but no one is getting back to ***** the meantime, $43,000 of our funds are being held, and we need these funds to operate.I've researched this on social media, which has revealed that Shopify is doing this to scores of other businesses as well - holding funds, no explanation, no resolution.I believe Shopify is insolvent, and holding funds indiscriminately in order to cover that insolvency. Essentially, Shopify is operating a Ponzi scheme.We need our $43,000 paid out to us immediately, and are seeking penalties/fees as a result of our borrowing costs due to having to draw on our credit line instead of getting our earned money.

  

  Business Response

  Date: 21/02/2025

  Hello *****, 
  
  My name is *****, I am an Operations Lead with Shopify. 
  
  We have reviewed your shops recent ticket ID ************************************ with the Shopify Payments team, and can confirm that the specialist dedicated to your case recently reached out to the account owner on file with next steps. If you have any questions regarding this matter, please reach out to the ticket referenced above.
  
  
  Best regards,
  *****, Shopify Operations Lead

• Initial Complaint

  Date:17/02/2025

  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.

  Opened a shop on Shopify and they have been withholding my payouts for over a month. I have reached out to their support over 10 times (which is only online) to keep being told it being escalated. They are continuing to take their money from my sales but not giving me my payouts. There has been no resolution in sight and I am constantly told by support they don't know when it will be resolved.

  

  Business Response

  Date: 24/02/2025

  Hello *******, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to our team regarding your recent Payout hold experience.
  
  Due to the public nature of the BBB, and the internal payment information this escalation consists of, I have sent through a seperate email for us to discuss payout settings through an authenticated private channel. For context, there can be multiple reasons for a payout delay or hold, most of which are for the security of our Merchants and our banking partners. 
  
  I look forward to hearing from you, 
  **** | Shopify 

• Initial Complaint

  Date:17/02/2025

  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 been illegally withholding my payments. I drop ship using their platform and they now have well over 1000 dollars that has not been paid out to me. Ive tried to contact customer service and they said they would escalate the case and have still not received an email for a resolution from them. I believe their customer support are bots that dont actually do anything.

  

  Business Response

  Date: 24/02/2025

  Hello ****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out to inform our team of your recent experience with a Shopify Payout hold. 
  
  Due to the public nature of BBB and the internal payment information this issue consists of, I have sent through a seperate email for us to discuss the payout hold specifics through an authenticated channel. 
  
  Speak soon, 
  **** | Shopify 

• Initial Complaint

  Date:17/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a website operating with Shopify. In February 4 my payouts have been pending with no explanation. I contacted them the following day day and they gave me a ticket number because they were supposedly going to escalate the situation with the billing team. A few days passed and I tried getting updates from them and they say my ticket is still being reviewed. They tried showing me old payouts to alleged that they had already paid me. Its been almost 2 weeks without receiving my payments and I have had no actual help to resolve the issue.

  

  Business Response

  Date: 20/02/2025

  Hi Shaleiny, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead