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

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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  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:15/02/2025

  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 have an online store with Shopify. I have been with Shopify platform for almost 4 years. I am a Canadian citizen and I have resided in Canada all my life. Since the beginning of February 2024, Shopify has stopped making me payments on all my sales that I have made and delivered.. they are stopping my payments because apparently they need more documents. I have claimed all income to the *** from the very beginning of my online store. There was no reason why these additional documents were required. I asked why they needed these documents. There was no answer given. However, I did give them the document they needed. They requested a *** document that showed my business number. It took me a long time to get this number because I did not have one. Finally I received the document .pdf from the government and I sent it to Shopify. Shopify said the document wasnt correct as it had incorrect information. It was impossible for me to talk to anyone because they dont have a phone number and I was only able to talk to robots that never could give me an answer on why the documents had errors. In fact, the errors they said were errors were not errors as far as i could tell . As soon as I uploaded the document, it would automatically refuse them. Evidently it was a robot that was reading my document as instantly it would refuse. I have been online talking to robots with Shopify for maybe 14+ hours and many many days with the same result that is no results and no answers. No one can tell me exactly what is wrong with the document I sent them . They will not make the my payments. I asked them keep sending me payments and we will figure out the document later but no answer . Im not sure exactly what they owe me but its pretty close to $3000. We need help to remain in business. We have a patent pending on one of our products and we have spent a lot of money to get our products available to the world. Please help us. From my understanding many people are having similar problems.

  Customer Answer

  Date: 15/02/2025

  Presenting I am looking for another online platform that can give better support. This will cost me a lot and will affect my business and my income and taxes Canada can collect right when Canada needs it most. The Shopify support and keeping my money seems very unethical or maybe even illegal. Almost like youre guilty until you prove your innocence and they clearly dont care or explain why and how to fix the problem. It would be very easy for them to explain the problem and the details on what to do but they admittedly refused. Apparently other platforms dont do this. So why is bbb rating Shopify so high should be ranked low. I checked some reviews not connected to Shopify and reviews are rated at one star. Seems Shopify dont give support when it comes to keeping money that is not theirs. Is there not laws for this. When I worked in the corporate world this never happened and if it did you could take it to court.  Please help or at the least rate them very low. 

  Customer Answer

  Date: 19/02/2025

  have an online store with Shopify. I have been with Shopify platform for almost 4 years. I am a Canadian citizen. My complaint about shopify is about payments they dont pay me. All my money i make on my sales they withhold some money for their fees and credit card fees which is understandable. however its not exactly clear where all this money is going and I asked them about it and I dont get a clear answer. In order for me to file my income taxes correctly I have to show all my expenses. Im not sure how much exactly are my credit card fees just a percentage of the sales. the exact fees that Shopify requests are not available or easily findable. They just say 2.5% plus 0.30$ per order. Therefore, when I file my income taxes, I just sort of have to lump it all together credit card fees, the fees from Shopify and the numbers dont add up. They are taking more money but its difficult to tell and it seems its cleverly hidden. The only way to file my income tax presently correctly is to see the total sales minus the total payout but the numbers dont see to add up. This leads me to believe that they are somehow scamming me. I hope that this is not the case. However these numbers should be easily verified. The *** needs to clearly know what type of expenses I am using. Please help me on this. Canada is going through a difficult period presently and small businesses drive the economy. We need help to remain in business. We have a patent pending on one of our products and we have spent a lot of money to get our products available to the world. Please help us. From my understanding many people with Shopify are having similar problems yet you rate them good. Please investigate as you will be helping me and thousands of others that cant get help and are going in circles with Shopify.

  

  Business Response

  Date: 25/02/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your payouts hold issue to our attention.
  
  Upon reviewing your store, I can confirm that your payouts have been released and all information on file has been successfully updated and verified. 
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 26/02/2025

  Complaint: 22945341
  
  I am rejecting this response because:Yes Shopify did resume my payments but I had also asked

  1.  for clarification on why they didnt request the documents they needed sooner (bn) and explain why they needed them. They stopped payment and then told me what they needed with no details. I submitted the business number and they refused it. As you know its impossible to talk to anyone who knows. 
  2. Why it took more than 2 weeks for them to resume payments. I waisted about 10 hours on chats repeatedly with no results until I made a complaint to the bbb. 
  
  

  Thank you bbb for helping and please reduce the high ratings for Shopify. They were excellent in the past but not anymore. No help available and no transparency. In summary they have me hostage and can do whatever they want and I will have to remain with them. 
  
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/03/2025

  Hi ****,
  
  Thank you for your response. Our internal verification team follows standard procedures to ensure that all documentation on file is accurate. In some cases, it may be necessary to place a hold on payouts while we verify the information provided.
  
  Regarding the business number that was not accepted, I can't provide specific details, but I can confirm that all the information you submitted afterward has been successfully verified.
  
  In response to your question about the time it took to resolve the payout hold, I reviewed the timeline and can confirm that the hold was resolved within 7 business days. Given that we collaborate with merchants globally, it may sometimes require additional time to effectively address all concerns. I sincerely appreciate your patience throughout this process.
  
  Best,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:14/02/2025

  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.

  Shopify is currently holding 32k of payments, and using verification of our company as the excuse, despite us successfully receiving 1500+ payouts over the last number of years. The information they are requesting has been provided, but they do not respond to the ticket. We have responded promptly, providing requested documents but rarely receive a response, if we do it is a generic script not applicable to our specific information

  

  Business Response

  Date: 24/02/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your payouts hold issue to our attention.
  
  Upon reviewing of your store, I can confirm that your payouts have been released and all information on file has been successfully updated and verified. 
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 24/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while it has since been resolved I find the time it took and the way it was handled completely unacceptable.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:14/02/2025

  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.

  I signed up for Shopify a little over a week ago and launched my business website, which was operational for merely two days before Shopify abruptly and unjustifiably terminated my account without warning, explanation, or notice. There was no indication of any violation or issue beforehandShopify simply shut down my store with no **************** Explanation, No Recourse My account was terminated without any warning, reason, or opportunity to appeal. I have reached out to Shopify numerous times over the past week, yet I have received no response or resolution.Locked Out of My Own Business Shopifys CNAME record is still attached to my domain, meaning I cannot access or manage my own website. Because Shopify will not allow me to log in, I cannot remove or modify the *** settings myself. This is completely unacceptable.Significant Business Losses As a freelance graphic designer who operates primarily online, my website is the foundation of my business. Shopifys actions have completely disrupted my ability to provide services to my clients, causing thousands of dollars in lost revenue daily.Unresponsive and Unprofessional Customer Support I have contacted ******************** multiple times, across multiple channels, for over a week with no response. Their lack of accountability has not only crippled my business but has also demonstrated an alarming level of disregard for their ******************************* unprofessionalism has left me unable to conduct business, access my clients, or function professionally. They have effectively hijacked my domain, cut off my business operations, and refused to provide any form of support to rectify the situation.Immediate Removal of Shopifys CNAME Record from My Domain to restore my website functionality.Compensation for Lost Revenue due to Shopifys wrongful termination and failure to provide essential support.

  

  Business Response

  Date: 19/02/2025

  Hello ******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out to us about your account and domain.
  
  I can see our team contacted you under ticket ID ************************************. This ticket outlines the reason your account was closed and includes a link to dispute this decision as well.
  
  If you have any other questions, you can reply to that ticket, and our team will be able to assist you.
  
  Best regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 19/02/2025

   
  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:13/02/2025

  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.

  On October 24, 2024 O purchased an item from one of Shopify Online Stores called todomexionline, they sent the perishable items which were some very expensive treats for my children. They arrived completely unrecognizable and I messaged them immediately. They said on their next season item they would send me a replacement and never did. Now the site no longer exists on Shopify. They should do a better job of screening the vendors because I believe I was not the only person affected by this fraud.

  

  Business Response

  Date: 14/02/2025

  Hi *******,
  
  ***** here from Shopify support. Thank you so much for reaching out to us. We understand how it feels when you don't receive the product you expected, with that we truly empathize. However, due to Shopifys nature as a platform we cannot interfere with how stores operate or force refunds. For security reasons, we cannot confirm or deny whether a store is using the Shopify platform.
  
  For some context, Shopify is an online store builder service that store owners can use to set up an online store. However, Shopify does not manage the shipping, sales or management of the store. Accordingly, your best way forward would be to continue to attempt to contact the store owner directly regarding the order.
  
  -By going to their website to see if they have any alternate contact methods.
  -If the website is no longer accessible, you can reach out to them via any social media channels they may have (those can sometimes be more closely monitored than conventional contact means.)

  There are also processes in place with your credit card issuing bank (or ****** if the order was placed via their online checkout) for these situations for you to get your money back. We recommend speaking to your bank, credit card company, or ****** (depending on how you transacted your order) and notify them of the transaction and the issue you are encountering. They should then be able to begin an investigation with the aim of retrieving your funds.
  
  If you have any other questions or concerns please feel free to respond here, and we'll get back to you!
  
  ***** | Shopify Support Lead

  
  

• Initial Complaint

  Date:13/02/2025

  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.

  Refund ************************ Dear BBB Representative,I am filing a formal complaint against Shopify regarding a billing and refund issue. On Sept 2024 I was charged $319.23 for an annual Shopify subscription. However, I never used the service at all and decided to request a refund 2 months ago Since Shopify does not provide a direct phone number for customer support, I reached out via live chat and spoke with a Shopify representative. During our conversation, the representative assured me that I would receive a full refund as a one-time courtesy since the service was never utilized even though I would have been fine with a refund of my un used months but, I thought great that's even better. However, despite this assurance, I later received an email stating that my refund request was denied. and no refund would be issued even for the partial time remaining of my subscription.

  

  Business Response

  Date: 14/02/2025

  Hi ********, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for reaching out to inquire about a refund. I'm happy to provide some more information about your request.
  
  First, Shopify does not provide refunds as per our section 5.10 in our Shopify Terms of Service (*****************************************). Subscription fees are charged based on your chosen billing cycle (annually or monthly) regardless of the amount of activity or usage on the account. If you are not using the account and want to avoid being charged, you would need to cancel before the billing cycle renews.
  
  After reviewing your chat on ticket # ******** from January 9th, I see that ***** offered to place a request with our Billing team for an exception to be made regarding our refund policy, but did not promise that the refund would be granted. Following the chat, ***** sent the ticket over to our Billing team, who then informed you that a refund would not be possible.
  
  Please let me know if I can clarify any of this further.
  
  Best, 
  
  ***** | Shopify Support Lead

• Initial Complaint

  Date:13/02/2025

  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 stopped payments from being processed as a result of a new process for payment validation. I uploaded the required documentation almost 2 weeks ago (for the 3rd time) and they have frozen deposits stating they are verifying documents. Of course Shopify continues to take their charges, while I am unable to access my funds.I have submitted documentation so many times and am beyond frustrated. I submitted my drivers license (the same info was denied then approved after multiple attempts) with a continued delay at Shopifys end in January. I provided my bank statement where the deposits have been going since opening my account years ago. Then I am told I cant submit this as my address because it has my company name. I am the owner and have incorporated my business and have documents to support this. Again, no one is helping by actually connecting. I have submitted another bank statement with my name which is in desperation. The request for additional banking info is definitely not something I am happy about submitting, from a privacy standpoint.I have reached out to the help Contact Advisors so many times without a resolution (help tickets are attached for reference). I have asked to speak with anyone but keep getting the same response "we are prioritizing this". I do not owe the company money ... it is their changed process and inability to verify the requested documentation in a timely manner. I have not received my payments since Feb. 3, 2025. As a small business owner this is *********. I can't get anyone to reach out to me by phone and continue to receive "we are prioritizing this". Please help.

  Customer Answer

  Date: 13/02/2025

  I just received an email stating that my license has expired. The issue date is 2023 and the expiry is 2028. Whoever is completing the verification process is incompetent. I have attached the license (with my privacy maintained). 

  Customer Answer

  Date: 13/02/2025

  As an fyi, there is no phone contact for this company. The stated information at *****************************************************************************************************************

  Additional Phone Numbers
  Other Phone: **************
  Other Phone: **************

  No one answers, they only request your email address and not phone communication. Is this legal to have no way of connecting with a company by phone? 

  

  Business Response

  Date: 19/02/2025

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout hold and the issues you have experienced. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records show that you have recently communicated with our Merchant Verification Team regarding Ticket ID: ************************************. We are pleased to inform you that the hold on your payouts has been lifted. We understand that you are still awaiting a response from the team on additional matters related to your identification. I have proactively contacted the team to ensure they respond to you at their earliest convenience, as they are best equipped to assist you with any further concerns.
  
  Thank you,
  *****

  Customer Answer

  Date: 19/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and see that action was finally taken.
  
  Sincerely,
  
  *** *.

• Initial Complaint

  Date:13/02/2025

  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.

  hello BBB . I sell product in shopify company . this online store in shopify platform . But when my product rise then shopify sent me a email about 20 % as reserve .I agree . but they did not satisfied . they cut my payouts and did not reply ."Ticket ID: ************************************"then i keep contact with shopify and appeal the form "Ticket ID: ************************************ "i keep sending email to shopify . but empty .I contact shopify in online chat . they are arrogant .Ticket number ******** the selling product was same . and the bank account was same . why show the red banner for something error ?and they frozen my balance without any reply .Shopify do a bad ting for merchant .Hope BBB can help me get the balance back and check why shopify always do this .

  Customer Answer

  Date: 15/02/2025

  Ticket ID: ************************************ 

  why shopify did not reply ?

  I expect to receive a detailed and specific explanation for why my account was frozen and my funds withheld, along with the steps Shopify will take to address these serious concerns moving forward.
  I trust the BBB will investigate Shopifys practices thoroughly and hold them accountable for their behavior.

  

  Business Response

  Date: 24/02/2025

  Hello Nam Hei NG,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you patience and for sharing your concerns regarding your account with ********************. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate you have been in communication with our Merchant Trust Team via Ticket ID: ************************************. Please direct your questions to this ticket ID and I will ensure it is reviewed by this team.  If there is more information we can share about our decision based on your questions asked, they will provide it to you. 
  
  Thank you,
  *****

  Customer Answer

  Date: 25/02/2025

  Complaint: 22935854
  
  I am rejecting this response because:
  
  The document was submit . but shopify did not reply almost one months. 

  they agree 20% as my deposit . but suddenly close in next day . you are liar . you did not reply .

  "Hello,
  
  Thank you for uploading the required documents. We have received them and will review them shortly. If we require any additional information, we will contact you and get back to you as soon as possible.
  
  Thank you for choosing Shopify as always!
  
  The Shopify Team"

  
  
  Sincerely,
  
  Nam Hei Ng

  

  Business Response

  Date: 26/02/2025

  Hello Nam Hei NG,
  
  Thank you for your prompt response and valued feedback. Please be informed that our Merchant Trust Team addressed your appeal on February 26, 2025, under Ticket ID ************************************. We have provided all available information concerning your account, and thus, we consider this matter resolved. Should you have any additional questions or concerns, we recommend that you respond directly through the aforementioned ticket number, as the Merchant Trust Team is best equipped to assist you further.
  
  Sincerely, 
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 04/03/2025

  Complaint: 22935854
  
  I am rejecting this response because:
  
  I am writing to urgently address the unexplained freezing of my Shopify Balance. My store,  1ina0n-0r.myshopify.com, has processed 206 successful orders since launching on January 6, 2025, with zero disputes, chargebacks, or policy violations. Despite this clean record, my funds remain inaccessible without justification, severely disrupting my business operations and cash flow.
  One of ticket told me i can use my payouts . but did not .
  And they frozen my account again .liar .
  Ticket ID: ************************************
  
  Sincerely,
  
  Nam Hei Ng

• Initial Complaint

  Date:12/02/2025

  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.

  Hi, I bought the domain **************** on the Shopify platform in 2020 and I hosted it on Shopify for the last few years. Recently, I decided to cancel my Shopify subscription and received an email stating that my domain (****************) has been unlocked and can be transferred to another hosting company. I didn't transfer the domain; I let it sit for a few weeks and then decided to reopen my Shopify store. However, the domain was not available, and when I tried to add it to my Shopify store it just said that a store with that domain name already exists, which is not true. I never transferred this domain, and it remains empty when you visit it, so it appears to be stuck somewhere. I then received another email from Shopify stating that my domain (****************) has been locked to Shopify's domain service. I have tried to contact Shopify multiple times, but I can only chat with their customer support team, who are not able to help me because they are not familiar with domain issues. They just say they will escalate my case to the domain team at Shopify, but no one has gotten back to me. I have been escalated since December 2nd, 2024, and no one has reached out to me regarding this. I will attach all the screenshots below. I would like my domain to either be unlocked so I can transfer it to a different hosting service or restored to my original Shopify account, as it is currently stuck and I cannot do anything. I can provide any verification you need to confirm that I am the domain owner, including my email, phone number, and address. Please let me know if you need any other information, and thank you so much for your attention to this matter.

  

  Business Response

  Date: 17/02/2025

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having issues with your domain registration. 
  I have had our Domains Team look into the issue and they were able to get the domain back to a usable state. Moving domains can sometimes cause the domain to get stuck fortunately we have now been able to unstick the domain so it is ready for use again. Please note that any changes to a domains DNS settings can take up to 48 hours to populate. 
  

  I hope this resolves the issue. 
  Thanks
  *****
  

  
  

• Initial Complaint

  Date:12/02/2025

  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.

  As of Feb 1, 2025 Shopify required further detailed documentation to validate our business on their platform. They required us two things:1. *** Documentation via a *** document that shows the business number, address and business name by way of *** documentation only. *** was an example they offered. 2. Ownership Validation by way of a provincial registries filing. Their automated computer system continues to reject our documentation because we have applied for and received a business name change on Dec 23, 2024. We cannot provide a tax return showing the new business name as it was not in place at the time of our year end, May 31, 2024. As a result of the validation being rejected, Shopify has paused our e-commerce payouts (since Feb 1, 2025) and there is nearly $15,000 in money sitting with Shopify, owed to us. Their system is only accepting *** documentation as the business validation and wont allow documentation from BC Corporate Registries (articles of Incorp, Incrop certificate or notice of name change). I have two open tickets, both of which have been escalated each day I come to work and see no resolution. I have received one email from Shopify ***************** (Feb 6 2025), further repeating what was needed and directing us on the type of documentation required. As well as stating, replying back to this thread with questions. I have replied every day. Our most recent email (Feb 12, 2025) to Shopify Merchants is attached and details the issue as well as the full scope of documentation we have provided. There is ZERO method for contacting anyone but customer support at ********************. Everyday it is the same corporate cut + paste response. We have been a customer of theirs since 2019. Why do they need a copy of our Tax Return to prove our business is valid in Canada?

  

  Business Response

  Date: 17/02/2025

  Hello *******,
  

  I am *****, a Support Lead here with Shopify. 
  All stores on the Shopify Platform are subject to standard reviews. These reviews can happen at any point of a stores lifetime and often occur on multiple occasions. They are required by our **************** to make sure that everything aligns with our Terms of Service and Acceptable Use Policies. It is vital to provide the documentation that is requested so that the review can be completed as quickly as possible. Our Account Specialists are still actively working on your Ticket No - 1bedd4a6-1291-44e7-8ca9-eec3bf30ffd8 so please continue to provide the necessary information.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/02/2025

  Complaint: 22934784
  
  I am rejecting this response because it is too general and does not address our specific concerns about how this situation was handled on Shopify's end. Shopify's customer service system was inadequate and unreasonable given the amounts of money involved. They failed to respond to our concerns in a timely manner.

  1. We submitted everything that they asked for but Shopify's computer system repeatedly rejected our documentation and generated automated messages that did not allow for any opportunity to address the problem, in spite of our efforts to contact them and explain the situation through their online help desk.

  2. We attempted to explain the problem we were having with Shopify's online help desk but were repeatedly asked to submit more documentation and reply to the automated messages. When we asked to speak with a real person to explain the problem, we were repeatedly told it wasn't possible. 

  4. We filed two support tickets with Shopify and escalated both of them, yet it still took 12 days for us to receive an email from a real person.

  5. We received notification that our documentation had been accepted on Sat. Feb. 15 but we won't receive our withheld payments totalling $15K until Tues. Feb. 19. This is a significant amount of money and the extended delay had significant cash flow ramifications for a small business like ours.

  6. We have not received any sort of apology from Shopify for the extended delay and extremely slow response time, nor have we received any offer of compensation.

  7. We think that Shopify should provide an alternate way for customers in good standing to contact customer service decision-makers within a reasonable time frame (1-2 days) when there is a problem that their automated system is unable to cope with. This delay was so unnecessary, the situation could easily have been resolved in a 5-minute phone call.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 25/02/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  I am sorry to hear that you think our responses are too general. Security is paramount at Shopify and discussing account specific details is not something that can be done on such a public platform like the Better Business Bureau. This is to protect the integrity of your account. The Merchant Verification process is very specific and our **************** require specific details from a Merchant. I understand this can seem excessive although it is mandatory to have the account verified. The escalation process is also necessary to keep your information confidential and this is the same for the secure submission portals that we use.
  

  I see that our Merchant Verification Specialists have been able to get the account verified and your payouts released. If you have any more issues or questions please feel free to contact our *********** at any stage. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/02/2025

  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 have a business on shopify and a customer did a chargeback against me. ********************** sent me a form to dispute it, which i did. I sent shopify all of the evidence which they already had as it all came from their platform. I proved without a shadow of a doubt that I sold the honey and it was delivered to correct address. shopify still sent the money back the credit card company. On top of that shopify charged me an additional $15 just because they can. shopify does not have their clients best interests at heart. Also how is it not illegal for shopify to illegally allow funds be taken from my account and add a "surcharge" on top of it.

  

  Business Response

  Date: 17/02/2025

  Hello ******, 
  

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

  Chargebacks are a part of ecommerce that acts as a layer of protection for consumers. Along with it being used as consumer protection there are also a percentage of the population who try to use it for fraudulent purposes. This resulted in a process where Merchants are allowed submit evidence of a transaction to prove the consumer had received the product. 
  

  Shopify does not own or have any involvement in the chargeback process. The only part of the process is the portal that connects the Merchant to the Bank or credit card company coordinating the dispute. Shopify is charged a processing fee from these companies for the chargeback transaction and that is passed onto the Merchant. We have many Help Documents on our *********** to guide Merchants on the chargeback process and how to avoid getting a chargeback submitted against your store. If you have any other questions our Support Advisors are available to help 24/7
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 17/02/2025

  Complaint: 22934491
  
  I am rejecting this response because:
  
  I submitted all the necessary documentation showing I am not at fault for anything here and 100% fulfilled my end of the transaction. I am supposed to be a customer for ********************. Theres no way it should allow any funds to be withdrawn from my account, especially after proving my innocence.  Basically Shopify is saying anyone in any point can file a complaint against me and take money from my account for no reason whatsoever.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 25/02/2025

  Hello ******, 
  

  ***** here again from Shopify. 
  

  The chargeback process is controlled by Banks and Credit Card companies. Shopify must follow these regulated financial procedures during the process. We have many guides in our *********** to provide clarity to Merchants so you can recognise and protect against any possible chargeback situation. If you need any more information our Support Advisors are available any time you need them. 
  

  Regards
  Orson 
  

  
  

  Customer Answer

  Date: 25/02/2025

  Complaint: 22934491
  
  I am rejecting this response because:
  I provided all the proof necessary showing my innocence and I am supposed to be shopifys customer 
  
  
  Sincerely,
  
  ****** ******