Business Profile

Ecommerce

Shopify Inc.

Complaints

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

Customer Complaints Summary

1,489 total complaints in the last 3 years.
852 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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.
Shopify has locked me out of my account associated with the email address, ****************************** The account was terminated by Shopify on August 3, 2024. Shopify has held my money that was paid into the account by my customers. As I understand, ******************** cannot keep me from accessing these funds for more than 180 days. It has been more than *********************************************** my account. I have tried multiple times to communicate with Shopify. They have claimed to escalate my request to release the money and my request to unlock my account, but then they will not take the next step to unlock my shopify account so that I can access my money. I am requesting the BBB help me get Shopify to unlock my account so that I can access my money as well as tax records, that I am legally obligated to.I cannot access the account to see how much money is stuck in the account, but I believe it is around $1400.
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. Sometimes these reviews find that a store is not suitable for the Shopify Platform. If this is the case any monies owed to a Merchant is paid out within a certain timeframe. I have spoken with our Merchant Trust Team and they have advised that they have contacted you on Ticket ID - ************************************. Please look for this number in your email and check your Spam account also in case it dropped in there by mistake. You will find this issue is now resolved.
Regards
Orson

Customer Answer
Date: 18/02/2025
Complaint: 22934437

I am rejecting this response because:
In response to my complaint from Better Business Bureau, Shopify sent me notification that payments are resumed. The problem is that Shopify is still not letting me have access to the shopify account so that I can choose how I receive payment. Because my account was so new when it was shut down by shopify (Summer of 2024), I had not yet set up a linked bank account. Therefore, I still do not have access to my money.

Sincerely,

****** *****
Customer Answer
Date: 24/02/2025
we still are unable to access the shopify account, and we still cannot receive our money because shopify will not give us access to our account.
Business Response
Date: 03/03/2025
Hello ******,
***** here again from Shopify.
I have looked into the issue with our accounts team and they have advised that the account is now accessible and you will be able to change anything you need to. They have also reached out to you via Ticket ID : ************************************. You can respond to the ticket directly if you have any further queries. For now, the issue is resolved.
Regards
*****

Customer Answer
Date: 19/03/2025
Hi,
Shopify reinstated my account, but they will not allow me to transfer funds to my bank account. I have now tried 2 different bank accounts I have over the last couple of weeks, and each time I get a message that says "We temorarily locked your account and cards as part of a security check. Get help at help.shopify.com/questions." I have attached a screenshot of this. I waited to see if something would change, but I never was able to transfer the funds.
Can you please open this complaint back up, as it has not been resolved.

Thank you,
**** *****

Customer Answer
Date: 20/03/2025
Here is an additional screenshot. I have now linked my bank account, and I receive the same error, not allowing me to get my money because of a "security check." But I believe it is just another road block so they can hold my money longer. This should be illegal.
Business Response
Date: 25/03/2025
Hello ******,
This is ***** from Shopify.
To resolve your account issues quickly and securely, please reply directly to the Merchant Trust Team's message on Ticket ID: ************************************. They have the information needed to help you.
Best regards,
*****

Customer Answer
Date: 31/03/2025
Complaint: 22934437

I am rejecting this response because: I continue to receive a screen that says "we temporarily locked your account and cards as part of a security check." ******* account is linked up, but shopify will not allow me to transfer the money in my shopify account to my bank account. This has been going on for several weeks now. Shopify is a crooked company and should not have a good BBB rating! Attached is a screenshot of the message I continue to get. They allowed me to link my account. But they will not allow me to receive my money.

Sincerely,

****** *****
Business Response
Date: 07/04/2025
Hello ******,
***** here again from Shopify.
I had another look at the account and I see a transfer of $1143.85 out of your Shopify Account to your main attached Bank Account. I am glad you were able to get the transfer completed. You can always contact our *********** at any stage if you need help.

I trust this issue is now resolved.
Regards
*****
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.
I am working with shopify and they have been holding my payouts for a week for no reason. When I asked why they told me they didn't know why and that someone would contact me. I asked for a manager and they said they could not provide one as they do not have any manager on the floor, then told me to contact them in another week if no one has contacted me. While they continue to hold any future payouts and the ones that my customers already paid for
Business Response
Date: 19/02/2025
Hi ******,

My name is **** - I am an Operations Lead here at Shopify.

Thank you for bringing this issue to our attention. Account holds are placed for a variety of reasons, and are account specific. ******************** Payments accounts are subject to standard reviews throughout the account's lifespan. After you finish setting up your Shopify Payments account for the first time, you can use it to accept payments right away. However, if Shopify's banking partners require more information for your business, then your Shopify Payments account is put on hold until your details can be verified.

That being said, I can see that your account is currently in good standing. If you have any further questions or concerns please feel free to reach out to our 24/7 support team.

Thanks,
Jack | Shopify Operations
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.
We have been lied to, and mislead by Shopify, and they have stolen the money they have already paid us! I am looking to obtain the money that has already been paid to us. We used shopify to sell our service, and then randomly we get a notification that future payments were on hold, with no explanation. Support told us not to worry, that payments that had already been paid, would not be effected, and that we would be contacted via email to resolve the hold. This was a complete lie, the money already paid out to us was also put on hold and no one ever contacted us. We attempted contacting their support multiple times, which proves to be useless as they just continue to lie. At this point we have no interest in doing business with them and just want the money that is owed to us. Sad that we have to contact BBB just to get that done.
Business Response
Date: 19/02/2025
Hello ******,

My name is **** - I am an Operations Lead here at Shopify.

Thank you for reaching out with this concern. I can see that our team has been in contact with you regarding your payout on ticket ID ************************************. Once we have received more information from our banking partner, we will get back to you on that ticket with next steps.

Please let me know if you have any further questions or concerns.

Thanks,
Jack | Shopify Operations
Customer Answer
Date: 19/02/2025

Better Business Bureau:

Shopify has released my funds after receiving the complaint. Thank for your assistance in clearing up this matter.

Sincerely,

****** ********
Customer Answer
Date: 19/02/2025
Hello
So I received an email from Shopify saying my payments were resumed.. so I marked the complaint as complete, and then went to transfer my money to my bank account, just to find out the money STILL HAS NOT BE RELEASED. I'm not sure what Shopify's thing is why they enjoy playing with peoples money, but this is beyond annoying at this point.I have aattached proof that they have not released my funds,,, but yet they sent me an email claiming it was released, which I have attached proof of as well.
Business Response
Date: 25/02/2025
Hi ******,

Thank you for providing that extra context. I have reached out to you via email with more information on your payouts. Please respond to ticket ID ******** directly if you have any questions or concerns and I will get back to you.

Thanks,
Jack | Shopify Operations
Initial Complaint
Date:12/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 27th, after re-activating an old Shopify Store with a setup on the INDIVIDUAL Shopify Payments account instead of ****************** I received an error alert on another of my active stores about an issue with my TIN. Until that moment everything was fine and i processed over 100k in sales with the account.I operate with a ***************** and EIN, processed hundreds of thousands in transactions over the last 3 years, and now I have a deadline to update my TIN on my main store before the 27th of February to avoid disruptions. I have no TIN, I have EIN, which is 100% fine to work with. It has always worked, and it still works in other stores.This account has already been verified, and I have processed 100k in transactions in the last 3 months with no issues. There is no way I can get competent support from Shopify. I have been bounced from the Verification Team to the Tax Team without support. I have been told that my Shopify Payments is in good standing according to this Ticket ID: ************************************ but I keep getting this alert on my store. I opened 2 more tickets, ******** and ********, from the ************ and I got no replies for more than 2 weeks. *******I have a good-standing company, and everything is regular in operating my business. However, I am at risk of experiencing a disruption in Shopify Payments due to an internal automatic error of Shopify. I have a registered brand, stock, supplier contracts, etc...If I get Shopify Payments disruption, my business is at risk of failure.Please restore my Shopify Payments account as before the error and let me operate my business without absurd headaches. I would be grateful to receive competent support to solve this crucial matter. Thank you. Sincerely, ********
Business Response
Date: 12/02/2025
Hello ********,

My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out to us regarding the TIN error messages on your account.

I want to inform you that I have coordinated with the Merchant Trust team and the Tax team to address the issues related to your account. Im pleased to let you know that the issue has been resolved. The alert regarding the correction of your TIN in your admin dashboard should gradually disappear over the next few days. You will notice that the TIN details have been successfully verified with a new notification.

If you have any further questions or need additional updates, please feel free to contact the Merchant Trust team directly through ticket number ticketc9cf5a40-76a2-4a9b-85e4-a8a7eb3e14a5. They are well-equipped to assist you with any concerns you may have.

All the best,
Kody | Operations Lead, Shopify

Customer Answer
Date: 16/02/2025

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: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.
Ticket ID: ************************************ I was done of this appeal form for my store . they did not reply .I keep sending email but never reply . the online chat advisor did not reply and help . and i could not reach out my customer . the chargeback in my account . Almost 4 months . i want to check my rest of balance . the online chat refuse . i dont know what can i do . I beg BBB can help me asked shopify .How can they do this . and asked they how can they take a few months did not reply this case and ignored me . The frozen balance did not allow to check Thank you BBB .
Business Response
Date: 12/02/2025
Hello Man ***** ***,

My name is ****, and I am an Operations Lead at Shopify. I appreciate you reaching out to us regarding the closure of your store.

Upon reviewing your case and the ticket you referenced (fb0f5e00-1d33-457b-a614-08a2b3b3c531), I have consulted with our Merchant Trust team, who are responsible for handling your situation. They informed me that they have sent you a follow up through the same ticket number.

After a thorough assessment of your information and website, the Merchant Trust team determined that your business poses a level of risk that prevents us from providing continued support with Shopify. We know this is not ideal, however we won't be able to help with your business.

Please note that, due to security and privacy protocols, we cannot disclose specific details regarding the results of our reviews.

For any additional questions or updates, I encourage you to reach out to the Merchant Trust team directly through ticket fb0f5e00-1d33-457b-a614-08a2b3b3c531, as they are best equipped to assist you.

All the best,
Kody | Operations Lead, Shopify

Customer Answer
Date: 13/02/2025
Complaint: 22930624

I am rejecting this response because:
"Ticket ID: ************************************"
show me the proof about the reply . did not reply since Dec.
Why dont u see the onine ticket about i make ? how many online ticket that i make before .
The online advisor check without any reply each time . they told me the same .let me wait . so i could not reach out my customer .
Why you lie to ******************** .
If you did not check my other ticket . i would sent all copy in here , I want BBB to check .
All i say is true .

Sincerely,

Man ***** ***
Business Response
Date: 13/02/2025
Hello Man ***** ***,

As I mentioned in my previous response, I have reviewed your case along with the ticket you referenced in your initial Better Business Bureau complaint (Ticket ID: *************************************. After consulting with our Merchant Trust team, who oversee matters like yours, we have reached a conclusion. Following a comprehensive evaluation of your information and website, the team has determined that your business poses a level of risk that prevents us from continuing support with Shopify.

They sent you a follow-up related to this matter yesterday, February 12, at 9:09 PM UTC. I recommend reviewing that ticket for the communication details. Our decision is final, and we consider this matter resolved.

Please be aware that, in accordance with our security and privacy protocols, we are unable to disclose specific findings from our reviews.

If you have further questions or require updates, I encourage you to contact the Merchant Trust team directly through Ticket ID: ************************************, as they are best equipped to assist you.

Best regards,

Kody | Operations Lead, Shopify
Customer Answer
Date: 14/02/2025
hello shopify .
is so scary of you .
the email was late for two months .
is that i make a bbb complaint you reply me now .
The risk about the chargebacks ? i reach out you two months , you did not reply me ,
So i could not reach out my customer
the lost , who make a compensation ?
what is the reason why did not reply my email in time ?
Customer Answer
Date: 14/02/2025
hello shopify .
is so scary of you .
the email was late for two months .
is that i make a bbb complaint you reply me now .
The risk about the chargebacks ? i reach out you two months , you did not reply me ,
So i could not reach out my customer
the lost , who make a compensation ?
what is the reason why did not reply my email in time ?
Customer Answer
Date: 15/02/2025

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.
Your response to my ongoing issue, which has now been delayed by two months, is completely unacceptable. As Ive mentioned before, I submitted my documentation on time in December 2024, and only after I escalated this to the Better Business Bureau (BBB) did I receive a response from Shopify.
I am beyond frustrated with this entire situation. Shopify has failed to provide any real clarity or resolution for months, and this lack of communication is causing severe disruptions to my business. The only reason I am hearing from Shopify now is due to external pressure, which suggests that without the BBB's involvement, I would still be waiting in limbo.
The vague and unsatisfactory reasoning provided in your email regarding a level of risk to my business is infuriating. Shopify has frozen my account and withheld funds without offering any concrete explanation or proof of wrongdoing. This lack of transparency is entirely unacceptable.
Given that this situation has gone unresolved for so long, I have now formally requested that the BBB conduct a deeper investigation into Shopifys practices. It is clear that Shopifys failure to properly address merchant concerns is systemic, and I believe further scrutiny is necessary to ensure accountability for their actions.
I demand a full, detailed explanation of why my account and funds have been frozen, and I expect Shopify to provide this information directly, rather than relying on vague statements and delays.
I look forward to your immediate and complete response.
Sincerely,

Man ***** ***
Customer Answer
Date: 17/02/2025
the complaint did not solve .
they did not reply me email since Dec. after i appeal the report in BBB . they reply me .
The lack responsibility . and give a big lossess.
We need all public merchant know how does shopify *** do for merchant
Business Response
Date: 25/02/2025
Dear Man ***** ***,

The issue is considered resolved on our end, as I mentioned in my previous response, I have reviewed your case along with the ticket you referenced in your initial Better Business Bureau complaint (Ticket ID: *************************************.

After a thorough review by our Merchant Trust team, we have determined that the concerns regarding your business are significant enough to preclude us from offering continued support through Shopify. This conclusion was reached after a careful assessment of the information and website you provided.

Please understand that, in line with our security and privacy policies, we are unable to share specific details or findings from our evaluation.

Regarding the timeline of our communication, we initially reached out to you on December 14, 2024, at 12:53 AM regarding the ticket mentioned above. Unfortunately, we did not receive a response until February 14, 2025, at 2:34 AM, following additional communication from our team on February 12, 2025, at 4:09 PM. Timely responses to our inquiries could have potentially expedited the process.

If you have any further questions or need additional assistance, I recommend contacting the Merchant Trust team directly using Ticket ID: ************************************. They are best equipped to provide the support you may require.

Thank you for your understanding.

Best regards,
Kody | Operations Lead, Shopify

Customer Answer
Date: 04/03/2025
Complaint: 22930624

I am rejecting this response because:

I have lots of ticket can confirmed that "ticket number 53676252." i was submit the information in Dec. but you reply my ticket in Feb. 2025 .
The document you can check . you told me i break your terms of service and make trouble for shopify ?
Why did not admitted shopify *** locked my account . i was submit the document . but shopify ignored . so i could not reach out for my customer .
How many times i reach out online service advisor in shopify . you can check . i did not afraid . how dare you told i make error for shopify *** .
i reach out BBB . so you reply me previous ticket . i did not do this . shopify just frozen my balance , locked my store . and keep ignored me.

S***erely,

Man ***** ***
Business Response
Date: 10/03/2025
Dear Man ***** ***,

I hope this message finds you well. I would like to inform you that the issue at hand has been resolved on our end, and our decision is final. As mentioned previously, we have followed up with you regarding Ticket ID: ************************************. Please note that Ticket ID: ********, which you continue to reference, pertains to a Support ticket, while the other ID is associated with a specialized case handled by our Merchant Trust team.

To clarify our communication timeline, our initial outreach was on December 14, 2024, at 12:53 AM concerning the specialized ticket. We did not receive your response until February 14, 2025, at 2:34 AM, following a reminder from our team on February 12, 2025, at 4:09 PM. It is important to note that opening multiple Support tickets without responding to our Merchant Trust team's inquiries may have contributed to the delay in addressing your case.

In accordance with our security and privacy policies, we are unable to disclose specific details from our evaluation. However, after thoroughly reviewing your information and website, we have determined that your business poses a level of risk that prevents us from offering continued support through Shopify.

Our Merchant Trust team has communicated with you on March 7, 2025 stating that your payouts will be released on April 13, 2025. For any further questions or assistance, I recommend that you reach out directly to the Merchant Trust team using Ticket ID: ************************************, as they are best equipped to assist you.

Thank you for your understanding.

Best regards,
Kody | Operations Lead, Shopify

Customer Answer
Date: 17/03/2025
Complaint: 22930624

Dear Better Business Bureau,
I am writing to formally escalate my complaint against Shopify Inc. regarding their unethical, unfair, and highly concerning business practices. Their recent response to my BBB complaint does not address the core issue: their complete lack of timely communication and their unjustified freezing of my funds.
Here are the facts:
Delayed and Negligent Communication: Shopify now claims they initially contacted me on December 14, 2024, but I did not receive a response until February 12, 2025only after I filed a complaint with BBB. They deliberately ignored my emails for two months, preventing me from addressing any concerns they had. If they had responded in a timely manner, I could have resolved the issue much earlier.
Unjustified Account Closure & Lack of Transparency: Shopify refuses to provide any specific details regarding their so-called "risk assessment." They simply state that my business is "high-risk" without giving clear reasons or evidence. This vague justification is being used to unlawfully withhold my funds.
Financial Damage & Irreparable Losses: Because Shopify failed to respond for months, I was unable to communicate with my customers regarding potential disputes or chargebacks. This has directly led to financial losses, and Shopify refuses to take any responsibility. Who will compensate me for these damages caused by their negligence?
Withholding Funds Without Legal Basis: Shopify has confirmed that my payoutsfunds legally belonging to my businesswill not be released until April 13, 2025. They have held my money for months without justification or explanation, which is highly unethical and potentially unlawful.
This situation is not just unfairit is frightening. Shopify operates without accountability, freezing merchant funds at will and ignoring critical customer support requests. I urge ******************** to investigate Shopify Inc. for its dishonest and deceptive practices, which are harming businesses worldwide.
I demand that Shopify:
Immediately release my funds instead of delaying payments until April.
Provide a clear explanation for their failure to respond in a timely manner.
Compensate me for the losses I suffered due to their negligence.
I appreciate BBBs assistance in addressing this matter and ensuring Shopify is held accountable for its actions.
Sincerely,
Man ***** ***
Customer Answer
Date: 19/03/2025
Dear Better Business Bureau Dispute Resolution Department,

I am writing to formally accept the offer for formal mediation regarding my complaint against Shopify Inc., I appreciate the BBB's assistance in facilitating this process and am hopeful that mediation will lead to a fair and timely resolution.

Over two months ago, Shopify abruptly terminated my account without providing a clear explanation, resulting in the freezing of my business funds. Despite numerous attempts to communicate with Shopify's customer support, I have received either no response or generic replies that fail to address the specifics of my situation. This lack of transparency and communication has severely impacted my business operations and financial stability.

My account was terminated without a clear or valid reason, and Shopify has not provided any specific details regarding the alleged violations.

A substantial amount of funds has been withheld for over two months, with no clear timeline or justification provided for its release.

Ineffective Customer Support: ********************'s customer support has been unresponsive and unhelpful, providing generic responses that do not address my specific concerns.

A comprehensive and specific explanation for the account termination and fund withholding.

Assurance that Shopify will enhance its customer support practices to provide timely and meaningful responses to merchant inquiries.

I am committed to participating in the mediation process and hope that it will lead to a fair and satisfactory resolution. Please inform me of the next steps and any additional information required to proceed.

Thank you for your attention to this matter.

Sincerely,

Man ***** ***
Customer Answer
Date: 19/03/2025
Dear Better Business Bureau Dispute Resolution Department,

I am writing to formally accept the offer for formal mediation regarding my complaint against Shopify Inc., I appreciate the BBB's assistance in facilitating this process and am hopeful that mediation will lead to a fair and timely resolution.

Over two months ago, Shopify abruptly terminated my account without providing a clear explanation, resulting in the freezing of my business funds. Despite numerous attempts to communicate with Shopify's customer support, I have received either no response or generic replies that fail to address the specifics of my situation. This lack of transparency and communication has severely impacted my business operations and financial stability.

My account was terminated without a clear or valid reason, and Shopify has not provided any specific details regarding the alleged violations.

A substantial amount of funds has been withheld for over two months, with no clear timeline or justification provided for its release.

Ineffective Customer Support: ********************'s customer support has been unresponsive and unhelpful, providing generic responses that do not address my specific concerns.

A comprehensive and specific explanation for the account termination and fund withholding.

Assurance that Shopify will enhance its customer support practices to provide timely and meaningful responses to merchant inquiries.

I am committed to participating in the mediation process and hope that it will lead to a fair and satisfactory resolution. Please inform me of the next steps and any additional information required to proceed.

Thank you for your attention to this matter.

Sincerely,

Man ***** ***
Business Response
Date: 19/03/2025
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Regards,
Kody
Customer Answer
Date: 17/04/2025
Hello, I am filing this complaint due to Shopify's failure to release my funds after the promised timeframe. My payouts have been frozen for over 120 days, despite multiple attempts to reach out for updatesnone of which have received any reply. On record, Shopify explicitly promised that the funds would be released on April 13, 2025, as seen in the message below: "Hello, Your payouts will be released on April 13, 2025. Thank you, Shopify Merchant Trust Team Ticket ID: ************************************" It is now past April 13, 2025, and the funds are still being withheld with no explanation or communication. I have contacted Shopify many times, and yet I have received no further response or resolution. I am requesting immediate action to have my funds released and for Shopify to be held accountable for this ongoing issue, which has caused serious financial and operational harm to my business. Thank you for your attention to this matter.
Business Response
Date: 22/04/2025
Hello Man ***** ***,

The hold on your Shopify Payments account has been lifted. We processed the refund on Friday, April 18, 2025. Please note, due to regional holidays, the refund may take 4-6 business days to appear in your account, depending on your banks processing times.

For any further questions or assistance, I recommend that you reach out directly to the Merchant Trust team using Ticket ID: ************************************, as they are best equipped to assist you.
Thank you for your understanding.

Best regards,
Kody | Operations Lead, Shopify
Initial Complaint
Date:11/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an online store **************************** that I never used and canceled and deactivated the store/ I went on ****** to look at my invoices and shopify has been taking $39 a mobth ou of my account for over a year.. my shopify account is inactive so I cant even log on to see anything but they keep taking their money out. I want all of my money refunded immediately
Business Response
Date: 17/02/2025
Hello *******,
I am *****, a Support Lead here with Shopify.
From the two email addresses you have provided in this BBB Submission I do not find any active stores on the Shopify Platform and no active bills being charged. Security is paramount at Shopify so I can only look at accounts where the correct Account Owner email address has been provided. Would it have been possible that you created an account with a different email address that the two listed here?
If you do find that you have an open account and need assistance to close it you can contact our Support Advisers directly in our *********** and they will help you resolve any issue as quickly as possible.
Regards
*****

Customer Answer
Date: 17/02/2025
Complaint: 22929369

I am rejecting this response because: I am well aware there is no active accounts THAT IS THE PROBLEM. ********************** is INACTIVE and was NEVER used but you have been taking $39.00 a month out of my ****** account since 2024 just refund all of my money

Sincerely,

******* ****
Business Response
Date: 25/02/2025
Hi *******,
***** here again from Shopify.
Due to the public nature of the BBB and the sensitive information that we will be discussing I have sent you a separate email so we can get this issue resolved. Please respond to that ticket email and I will work with you directly.
Regards
*****
Initial Complaint
Date:11/02/2025
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 made a purchase at ********* which was a domain through Shopify and then ********* website shuts down and Ive had an order I placed and paid for since Dec. ******* that I now wont receive? I want to get the products or a full refund.
Business Response
Date: 21/02/2025
Hello ****,

My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.

If you have an issue with a purchase you've made, we encourage you to first contact the merchant directly. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. What we do is provide businesses with all the online tools to run their stores successfully.

If you don't get a response from the merchant within 30 days, you can report the issue using the appropriate form here > **************************************************************************

For more details on managing your purchase and reaching out to the merchant, please check our *********** page here > *****************************************************************************************************************.

Lali
Operations Lead | Shopify
Customer Answer
Date: 21/02/2025
Complaint: 22927324

I am rejecting this response because:

If a seller using your platform has been shutdown by your developer and theres no contact to make with the store how do I get any resolution. *** already submitted a complaint for this order through your Shopify complaint center a month ago. Ticket # 53801268 and have yet to hear anything. This is not acceptable to have nothing done when hard earned money was spent on your platform and you cant do anything about it.

Sincerely,

**** ******
Customer Answer
Date: 21/02/2025
******* which has since been shut down hence mt complaint as to what will happen to the order I placed and money Ive spent. ******* using the Shopify platform
Business Response
Date: 28/02/2025
Hello ****,

My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.

As mentioned in our previous response, if you have an issue with a purchase you've made, we encourage you to first contact the merchant directly. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment. What we do is provide businesses with all the online tools to run their stores successfully.

If you don't get a response from the merchant within 30 days, you can report the issue using the appropriate form here > **************************************************************************

For more details on managing your purchase and reaching out to the merchant, please check our *********** page here > *****************************************************************************************************************.

Lali
Operations Lead | Shopify
Initial Complaint
Date:11/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a shopify account. They canceled my account with no warning, and I was not able to have any access at all. I also have a few points of sales which they never deposited into my account of $3200. Because I was not able to get into the account. ******************** kept the money in addition because I could not get into my account $3200 needed to be returned. Eventually Shopify returned the $3200 however they charged me a ****** for the return fee for returning the money. They do not have a phone number. I did chat with them several times and they would tell me at the end of the chat that someone would contact me within seven business days and no one ever did. In addition I was told that I would receive a refund for the nine months, not used and I never received that as well. I also filed a claim with my bank.
Business Response
Date: 21/02/2025
Hello,

My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.

To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:

- Your Shopify store URL (e.g., example.myshopify.com)
- The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
- Any related support ticket numbers concerning this issue

Once I receive this information, I will conduct a thorough investigation and update you on the next steps.

Thank you for your cooperation.

Lali
Operations Lead | Shopify
Customer Answer
Date: 21/02/2025
Complaint: 22927195

I am rejecting this response because:

Sincerely,

******** ********
Initial Complaint
Date:11/02/2025
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 made a purchase on February 26, 2024 to Cozy Earth in the amount $300.30. I paid this out with Shop Pay (payment every 2 weeks).I paid it off on April 2, 2024.I contacted ********** and they offered me a refund on a bad product.I returned the products and I received a refund notification from them. On December 30, 2024, Shop Pay sends me a notice of the Cozy Earth refund of $291.42 to Shop Pay. The amount differ from the amount charged amount due to a shipping protection fee that was not refunded.I got an email from Shop Pay on January 10, 2025 notifying me of a $66.20 refund check. I have received that check.Where is my remaining $225.22? No one has explained this to me. I contacted Shop Pay with no legitimate response and I then received an email saying my case has been resolved. No one resolved anything with me. Totally unacceptable. This is a horrible business. How is this even legal and how is this company still in business? They have completely robbed me of my rightful refund.
Customer Answer
Date: 18/02/2025
I found someone who helped me. Please close this complaint.
Initial Complaint
Date:11/02/2025
Type:Customer Service 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 recently updated my Shopify account to reflect my business location in *****************. I provided my newly issued EIN to comply with tax requirements. However, Shopify appears unable to verify the **** This has led to my payouts being blocked and restricted access to account features. Despite contacting Shopify Support multiple times over more than a week, I have only been told that the ******************* will contact me. However, no communication has been received. I am unable to process already paid customer orders due to the payout block. I am requesting immediate resolution, including: 1. Restoration of payouts. 2. Secure access to submit my tax documents for verification.
Business Response
Date: 21/02/2025
Hello,

My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.

To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:

- Your Shopify store URL (e.g., example.myshopify.com)
- The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
- Any related support ticket numbers concerning this issue

Once I receive this information, I will conduct a thorough investigation and update you on the next steps.

Thank you for your cooperation.

Lali
Operations Lead | Shopify

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