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

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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

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: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.

  My account, **********************************, has been wrongfully closed, and my funds have been frozen without any valid reason. I have complied with all of Shopify's policies, yet Im being treated like a criminal without any explanation. This is a blatant mishandling of my business and finances.I demand an immediate and thorough review of my case, and I expect my account to be reinstated without delay. The freezing of my funds is causing unnecessary harm to my business, and I will not tolerate this lack of communication or accountability any longer.I have been a responsible merchant, and Shopifys actions here are completely unwarranted. Its incredibly frustrating to deal with this constant issue of frozen funds and account restrictions, especially when Ive done nothing to deserve it. You need to take action, release my funds, and explain why this happened in the first place.I expect a clear and prompt response to resolve this matter immediately.

  

  Business Response

  Date: 14/02/2025

  Hi, Shing.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB I am unable to discuss account specific details here, but I can share some additional context and information that should be useful to you.
  
  Shopifys AUP is in place to protect the platform as well as consumers. If you have a store which has been shut down for AUP violations, you should have received an email from one of our specialist teams that you can reply to with your specific questions and your request to appeal the decision. This email usually has a ticket ID consisting of an alphanumeric string.
  
  In most cases, it will take a few business days for the specialists to reply to inquiries emailed to them. Let us know if you have any further questions around this.
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 18/02/2025

  Complaint: 22925379
  
  I am rejecting this response because:
  you close my store how can can i choose other gateway ?
  And shopfiy always frozen funds .so the no reason . 
  High risky ? shopify is the most high risk company . the document was submit and take a longtime did not reply . wont u see ?

  Sincerely,
  
  Shing *** ***

• Initial Complaint

  Date:11/02/2025

  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 writing to file a formal complaint against Shopify, regarding the unprofessional handling of my merchant account, the unexplained closure of my store, and the lack of any response from Shopifys customer service team.I have been a merchant on Shopify for my business,********************, which operates under ********. My business, which specializes in hot sell product , has been using Shopify to process payments and manage our online sales. However, I encountered a series of issues in relation to my account, including the following:Despite submitting all requested documents and completing necessary actions, my store was suddenly closed without any prior notice or explanation.The funds in my Shopify account, which are valued at approximately HK$7,192.51, have been frozen. This issue persists even though I have provided all necessary documentation and fulfilled my obligations. I have reached out to Shopify customer service on multiple occasions over the past month regarding these issues, but have not received any meaningful response. I was initially instructed to submit documents, which I did, yet I have not heard back from Shopify. As a result, I have been unable to access my business funds or receive a clear answer on how to resolve the situation.With my account now closed, I am unable to submit an appeal or escalate my case through Shopify's usual channels. I have exhausted all available methods of contact without any success.I am deeply frustrated with Shopifys lack of communication, the unexplained actions taken on my account, and the failure to address my concerns in a timely and professional manner. As a result, my business operations are severely impacted, and I am at a loss as to how to proceed.Immediate restoration of my Shopify account and the release of my frozen funds.I trust that the BBB can assist in holding Shopify accountable for their actions and facilitate a resolution to this matter.

  

  Business Response

  Date: 14/02/2025

  Hello *****,
  
  I am *****, a Support Lead here with Shopify.  I am sorry to hear your support journey is not what you expected. 
  All stores on the Shopify platform are subject to standard reviews to make sure that they are complying with our Terms of Service and Acceptable Use Policy. These reviews are standard and can occur at any point of a stores lifetime and can occur on multiple occasions. Our **************** require these to be completed. Sometimes after a review is complete, we find that a store is not suitable for the platform. If this occurs there is an appeal that the Merchant can fill out and explain why they think the review findings were incorrect. All this has been explained to you in Ticket numer - 96ffdac4-d624-452f-8d1e-533d4682a398. If you still have questions, please reply directly to the ticket. The issue is now resolved as the review is complete. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 15/02/2025

  Complaint: 22925042
  
  I am rejecting this response because:
  
  Hello *****,
  Thank you for your response. However, I must express my concerns about the ongoing situation with my account. It does not make sense that my funds remain frozen with no clear explanation or resolution, especially after I have submitted the required documents multiple times.
  The lack of transparency and the continuous delays are unacceptable. Ive made several attempts to reach out for help, but I have not received the necessary support or guidance to move forward. The appeal form has not worked as expected, and each time I contact Shopify, I receive generic responses that do not address my specific situation.
  As a store owner, it is incredibly frustrating to have my funds frozen without any clear reason or resolution. Shopifys lack of responsibility in addressing this issue is deeply concerning. I am requesting an immediate update on why my funds are still frozen and what steps need to be taken to resolve this issue.
  Please provide clear and direct answers regarding the status of my account and the frozen funds. It has been an unreasonable amount of time without any resolution, and I am seeking prompt action.
  Thank you for your attention to this matter.
  Ticket ID: ************************************
  Sincerely,
  
  ***** *** Man ****

  

  Business Response

  Date: 25/02/2025

  Hello *****, 
  

  ***** here again from Shopify. 
  

  Our **************** and Merchant Trust Specialists work closely and review several aspects of a store over its lifetime on the Shopify Platform. These reviews are in depth and internal so for security and privacy reasons no details of the results can be shared. Sometimes reviews find that a store is not eligible to be supported by the Shopify Platform. Any funds that are held are paid out after the standard period which has all been explained on Ticket ID : ************************************ and no further action will be taken.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 22925042
  
  I am rejecting this response because:
  HEY SHOPIFY *** .
  previous document was submit almost few week without any reply . but now i was submit the document . 
  Then get the reply within 2 hours.
  The reason is frozen my total funds . I did not asked for how's the review .
  But the document was completely confirmed my company is a legal company .
  And we keep in positive in solve this problem , 
  Shopify reply late . ignored my email first .
  Then suddenly close my store .
  I insist to get my balance back .
  
  
  Sincerely,
  
  ***** *** Man ****

  Customer Answer

  Date: 16/03/2025

  Dear Dispute Resolution Department,
  I appreciate your response regarding my complaint against Shopify. However, I am deeply disappointed with the outcome. Shopify has unjustly frozen my funds despite my full compliance and submission of all required documents. Their response does not reflect a true "good faith effort"instead, they have consistently delayed, ignored my emails, and suddenly closed my store without justification.
  My company is legally registered, and I have provided verifiable documentation proving this. Yet, Shopify refuses to release my hard-earned money, effectively shutting down my business without cause. I did not even receive a proper review or explanation before they took these actions.
  I cannot accept this matter being marked as "Answered" when my funds remain withheld without legitimate reason. I urge the BBB to reconsider and push for a resolution that ensures Shopify is held accountable for its unfair practices. If necessary, I am prepared to escalate this further through legal channels and other regulatory bodies.
  Please advise on what further steps can be taken. I do not believe this case should be closed without a fair resolution.
  Sincerely,
  ***** *** Man ****

  

  Business Response

  Date: 24/03/2025

  Dear *****,
  

  ***** from Shopify here. I understand your frustration about feeling ignored.
  

  Our Merchant Trust team has responded to all your correspondence and provided as much information as possible about the process. For security and privacy reasons, we cannot disclose the results of our reviews and investigations. This aligns with standard policy.
  

  The Merchant Trust team has informed you that your payout will be released after the reserve expiry date on June 4, 2025.
  

  Unfortunately, there is no further information available.
  Regards,
  *****
  

  
  

  Customer Answer

  Date: 26/03/2025

  Complaint: 22925042
  
  I am rejecting this response because:
  Your response is absolutely unacceptable. Shopify has failed to communicate transparently, ignored my emails for weeks, and then abruptly shut down my store without proper justification. Now, you are refusing to provide any further details or access to my own business data, which is completely unreasonable.
  
  
  Your so-called "final decision" is nothing more than an arbitrary shutdown with zero accountability. My business is legally registered, and I have complied with every request made. If Shopify truly had concerns, they should have addressed them properly instead of leaving me in the dark and then freezing my funds without explanation.
  
  
  Your claim about "high risk of chargebacks" is baseless. If this was truly a concern, I should have been allowed to handle my customer orders, process refunds if necessary, and manage my business affairs. Instead, Shopify has taken everything away without allowing me to resolve anything.
  
  
  The fact that you are holding $7,371.31 HKD of MY money until June 2026 is outrageous. This is not Shopify's moneyit belongs to me, and I demand a proper explanation for why you think you have the right to withhold it for over a year.
  
  
  Since Shopify has made it clear that it does not want to support my business, I have no interest in continuing with your platform. However, I insist that my funds be released immediately and that I am given access to my customer orders so I can take responsibility for my own business. Your current approach is not just unethicalit is outright theft.
  
  
  If I do not receive a proper response regarding my funds and data access, I will be left with no choice but to explore legal action against Shopify for holding my money unfairly and failing to provide reasonable access to my business information.
  
  
  I expect a response immediately with a clear resolution regarding my funds and order data. This is not the end of the conversationI will continue pursuing my rightful claim until this is properly addressed.
  
  
  I demand answers now.
  
  
  
  
  ----------------
  previous document was submit almost few week without any reply . but now i was submit the document .
  Then get the reply within 2 hours.
  The reason is frozen my total funds . I did not asked for how's the review .
  But the document was completely confirmed my company is a legal company .
  And we keep in positive in solve this problem ,
  Shopify reply late . ignored my email first .
  Then suddenly close my store .
  I insist to get my balance back .
  However, as the store owner, I have every right to access my pending funds and check the current balance. It is crucial for me to know the exact amount being withheld, especially as this impacts the financial health of my business. How much of my funds are currently pending, and when will they be released?
  Additionally, I also need access to my customers' orders. Without this information, I cannot reach out to customers and fulfill any ongoing obligations. This lack of access is seriously hampering my ability to continue business on Shopify or any other platform.
  I respectfully demand to be provided with my account balance and order details so that I can make the necessary arrangements to continue serving my customers.
  
  
  Sincerely,
  
  ***** *** Man ****

• Initial Complaint

  Date:10/02/2025

  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.

  I'm a Shopify client. I host my ********* website on their platform and bank with them as well. Shopify hasn't released payouts for our sales since January 28, 2025. I have contacted their support team twice with no resolution. I'm a very small business and cannot afford having money for my sales held by Shopify because I have to instantly put it back to work. I have bills bouncing because of this.Last week Shopify was blaming it on a client error saying my bank information was incorrect but upon further investigation it's their error. They are truncating their bank information (**************) with my bank information from **************** ending in 9188. Not only are they holding our sales money but they are not allowing it to go to a different bank other than theirs.I would like to have the money release either to our account we hold with ******************** through ******************* or to our **************** account ending in 9188. They have access to both.

  Customer Answer

  Date: 11/02/2025

  The Shopify support ticket number for this case is 54936288

  

  Business Response

  Date: 12/02/2025

  Hello *********,
  
  My name is ****, and I am an Operations Manager here at Shopify. Thank you for reaching out and sharing your experience regarding the status of your payouts. I understand how frustrating situations like this can be, and I appreciate your patience as we clarify the process.
  
  Upon further review, I have noted that our Account Security Team has reached in Ticket ID: ************************************ to address your account concerns. Please review this ticket for further information or questions, as this is the best escalation path for any further questions you may have.
  
  Thank you for your understanding.
  
  
  Best regards,
  
  **** | Shopify
  Operations Manager

  Customer Answer

  Date: 13/02/2025

  Complaint: 22922792
  
  I am rejecting this response because:
  
  I have been asking for assistance for a week now. From previous experience with Shopify support advisors are NEVER helpful. Every exchange is alway "escalated" to finally place the blame on the customer. This issue is resulting in a massive waste of time and loss of business. I'm a very small business that cannot afford having money held plus it's so unethical from Shopify's ends! Please see attached screenshots. I don't understand why your system shows the bank account on your system EVOLVE BANK & TRUST ending in 8199 when I go on my dashboard for payments. That's the name of one institution with the bank account number of another one. 

  At this point I need more than excuses and promises to "escalate" and place me in "high priority status". 

  Please stop sending me emails about bills not able to be paid because of insufficient funds. Shopify should cover my shopify bill that is bouncing back on top of bills to vendors that I have not been able to pay. I can't even refund my last customer for their purchase because ******************** has my payouts on hold.

  My resolution at this point is that Shopify cover the Shopify bill I'm being charged for and the bill for the last order that came in the app Carro so I they can process my customer's order. Please see attached.

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

  Customer Answer

  Date: 13/02/2025

  I'm submitting screenshots of what you have on record on your system for payout bank. It makes no sense. It's the name of the financial institution *********** & TRUST with the bank account number ****** of my **************** account. No wonder why the information I'm entering to verify is not matching your records.

  I'm also showing emails of Shopify sending me emails of bills not paid for insufficient funds while holding our payouts. 

  Please cover the Shopify Bill.

   

   

   

  Customer Answer

  Date: 13/02/2025

  Please see response from Shopify. This is not the first time I have an advisor put blame on me for mistakes. I dread contacting support for this reason on top of the massive waste of time waiting to connect to an advisor, having to listen to their scripted responses that are not connected at all with what you are asking to finally asking you to wait for an email response from a different department that has gotten the same broken messaging you have.

  

  Business Response

  Date: 16/02/2025

  Dear BBB, 
  
  I am reaching out regarding BBB complaint 22922792. The status of the merchants account is being handled by our Merchant Trust Team in Ticket ID: ************************************ as previously communicated with this merchant. 
  
  Due to privacy and safety reasons, we are not able to share the details for the required steps that need to be actioned by the merchant to update their account for their payouts. But their query is being handled as communicated to the merchant in Ticket ID: ************************************. 
  
  We would also suggest to have any information or screenshots shared from the merchant of their internal admin removed, as we believe for safety best practices this information should not be shared on a public platform such as the BBB. 
  
  Best regards,
  Shopify | Operations Manager

• Initial Complaint

  Date:10/02/2025

  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.

  Support Ticket: 37b4d6ac-8e70-4525-b16d-52fb08944a5e Our account hasnt been operational since 12/24/24, as of today 2/10/25 we are still not operational. We even upgraded to the pro level in an attempt to get resolution and its been no help.The account security team portion of support has put us in an endless loop of requests which we have fulfilled on our end immediately and they dont respond. When they finally respond they request the same thing over and over again continuing the cycle of poor support. They accused us of them having trouble emailing us, we checked all of our IT settings and have no issues. We have been receiving their ********* one point after upgrading to the Pro level account and finally contacting support they advised that they marked the ticket resolved when it clearly was not. We still can't accept or setup payments in-store on our POS, or on our website it says "This store cant accept payments right now." and the Shopify system won't allow us to set it up, because it's likely blocked by the security team.This has been an awful experience, we were happy with Shopify, but the support side when you do have a problem is significantly lacking, even when you pay to upgrade the support!

  

  Business Response

  Date: 12/02/2025

  Hello Paolo, 
  
  My name is ****, and I am an Operations Manager here at Shopify. Thank you for reaching out and sharing your experience regarding the status of your account. I understand how frustrating situations like this can be, and I appreciate your patience as we clarify the process.
  
  Upon further review, I have noted that our Account Security Team has reached in Ticket ID: ************************************ to address your account concerns. Please review this ticket for further information or questions, as this is the best escalation path for any further questions you may have.
  
  Thank you for your understanding.
  
  
  Best regards,
  
  **** | Shopify
  Operations Manager

  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. My only remaining concern is that it doesn't appear that I can return to my original Legacy Basic plan at $29 per month after upgrading to the Plus trial to get better support in an attempt to resolve this issue. The new Basic plan is $39 per month and is missing a lot of features the previous basic plan we were on had. I read through the terms and conditions before moving forward with the trial because this was a concern. It even states on the cancel trial area "Return to your previous plan or switch to another" but it doesn't allow us to return to our previous plan, just the new options.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/02/2025

  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.

  November ******* I am a small business that set up a point of sale arrangement with the company Shopify ****** November I had changed my bank account information for the deposits from my shop sales.Since November this company has not processed the bank account change information and now **** me $34,000.

  

  Business Response

  Date: 18/02/2025

  Hello Hayley,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your payouts.
  
  I have contacted the team responsible for your bank account change request. They informed me that they have sent you a new document request under ticket ID ************************************. Please respond to that ticket with the requested documents so that your payouts can be resumed.
  
  If you have any other questions or concerns, please reply to that ticket.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 23/02/2025

  Complaint: 22921092
  
  I am rejecting this response because:

  Shopify has not processed the change in my bank information and refuses to pay me the money  it owes me since November 18 2024. 
  
  This is in response to my complaint filed with the Better Business Bureau in ************** Canada
  
  As of this date, Shopify owes me $34,687.11
  
  My last payment from Shopify was on November 18, 2024 for $2394.95.
  
  I am a small business owner that decided to engage with Shopify to handle my point of sale, business and facilitate credit card transactions.
  
  
  After November 18, 2024, I had changed my bank and account number and tried to update the information with Shopify.
  
  
  On December 9, 2024, I uploaded all requested information to Shopify.
  
  
  On December 11, 2024, I received a message from ***** confirming that my bank details had been successfully updated in their records as indicated by the attached email screenshot ***** advised me that my payment would be initiated shortly and credited directly to my bank account.
  
  
  After waiting over a month, I contacted Shopify to find out where my money was and why my money wasn't transferred to my business checking account.
  
  
  January 20, 2025 I received a message from Support Advisor ***** *.
  
  
  She stated that she had been looking back through all of the tickets since November and can see that I wanted to change my bank account information. She said that she can see that the request had been escalated more than once to a specialist team who would assist in these queries and those tickets are still open and being processed. She also said that the team had been notified by Support Advisors that I spoke to that I have requested updates.
  
  
  ***** C also said that she fully understand the desire to have the information changed and just receive payouts once and for all. This was why it was important for her to read through every ticket carefully and make sure the necessary procedures were followed.
  
  
  On January 20 she also said that she knew that the team that this has been escalated to have a significant  backlog but they are full steam ahead with processing all requests. She also advised that reaching out multiple times will not expedite or resolve my request. ***** C also assured me that I will receive either a direct email or a notification in my Administration notification area, once they have processed and resolve the ticket.
  
  This was the last time I heard from Shopify and I have not received any money yet.
  
  If it would be easier for Shopify, just send me a check for my $34,687.11.
  
  This is all the money I made during the Christmas season and I think it's unconscionable that Shopify would withhold it for so long. If Shopify is so backlogged with administrative request, they should hire more people.
  
  I expect a quick resolution to this matter and compensation for the funds that have been held at the bank.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 25/02/2025

  Hello Hayley,
  
  **** here again. Thank you for following up. I appreciate your detailed information regarding your payouts and the issues you've encountered.
  
  To resolve the situation regarding the bank account change and your pending payments, it's essential that you upload the requested documents under ticket ID ************************************. This team is the only one equipped to handle payout releases and ensures that all security protocols are followed in coordination with our banking partners.
  
  Please make sure that all necessary documentation is submitted through the ticket as soon as possible. This will help expedite the review process, and you will receive updates regarding your payout through that ticket.
  
  If theres anything else you need or any further questions, please don't hesitate to reach out via the ticket.
  
  Best regards,
  **** | Operations Lead, Shopify
  
  

  Customer Answer

  Date: 28/02/2025

  Complaint: 22921092
  
  I am rejecting this response because:

  Shopify ( **** ,Operations Lead ), in the last communication, said that to resolve the bank account change and pending payment I needed to upload the requested documents under ticket ID ************************************."This team is the
  only one equipped to handle payout releases and ensures that all security protocols are followed in coordination
  with our banking partners.Please make sure that all necessary documentation is submitted through the ticket as soon as possible. This will help expedite the review process, and you will receive updates regarding your payout through that ticket."

  The problem is that I already uploaded all the requested documentation on December 9th 2024 under ticket ID ************************************ 

  On December 9th 2024, uploaded my business certificate ,photo ID ( driver's license) bank account routing number and account number. There has been no resolution and I haven't received any new requests regarding this ticket. 

  I want my money.

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

• Initial Complaint

  Date:10/02/2025

  Type:Order 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 am filing a formal complaint against Shopify Inc. regarding the unjustified withholding of my business payments due to a prolonged and unreasonable verification process. Despite my full compliance with Shopifys requests, my "payments" (funds collected from my customers for sales that have been fulfilled) remain withheld, causing financial harm to my business.Details of the Issue:Shopify began withholding my payments on 2 February 2025, due to an account verification requirement.I submitted all requested documents multiple times since October 29 2024.Shopifys support team has provided no clear feedback on exactly the documents they need for verification, have not responded with information when they said they would nor have they provided clear timeline for when the verification process will be completed and funds released.Repeated follow-ups have resulted in generic responses stating that there is a backlog, without any meaningful action being ******** business is suffering as I am unable to pay suppliers, employees, and cover operational costs due to the withheld funds.Attempts to Resolve the Issue:I have contacted Shopify support multiple times via chat with no meaningful resolution.Shopify has failed to provide proper information for this verification process. Desired Resolution:Immediate release of all withheld funds to my business. A clear email outlining the documentation needed Shopifys verification process.Why This Matters:Shopifys actions are negatively impacting small businesses like mine, which rely on timely payments to sustain operations. Their lack of transparency and delay in resolving verification issues is unfair and potentially constitutes bad faith business practices. I request the BBB to investigate Shopifys handling of payment verifications and encourage them to take action in support of affected merchants.

  

  Business Response

  Date: 14/02/2025

  Hello *******
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you seem to be having issues with your payouts. 

  I have spoken with our Merchant Verification who have advised that they have emailed you directly on ticket - 1bd0046f-0391-4930-99ff-d8489dfba2cd. They have also confirmed that there is no hold or review currently pending on your account. Your ******************** Payments account is fully verified. I do also see that a payout was sent to your bank account on file on February 2 2025 and another one is scheduled for February 18 2925.
  If your payouts are not being scheduled as quickly as you need them to you can change the frequency of them from weekly to daily in your Shopify Payments settings. 
  

  If you have any further questions please feel free to respond to the open ticket you have with our specialists and they will continue to support you to resolve the issue. 

  Regards
  *****
  

  
  

  Customer Answer

  Date: 14/02/2025

   
  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,
  
  ******* Ee

• Initial Complaint

  Date:09/02/2025

  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.

  For the past week, my Shopify payouts have been on hold, and despite contacting support daily, the fundsnow totaling over $17,000remain unpaid. As a small dropshipping business, these funds are crucial for fulfilling our orders. I request that the full payout be released immediately, without any further delay.

  Customer Answer

  Date: 13/02/2025

  The amount owed has increased to ********* on my first store, 2nd store has ******* on hold, I am getting chargebacks due to me not being able to fulfill the orders because Shopify has not paid me anything. I will be taking legal action against them at this point, because this has gotten out of hand. I feel like I am being robbed, The lack of communication from the company is terrible.

  Customer Answer

  Date: 13/02/2025

  Shopify has not terminated my payment account with them and is holding my money hostage for **************************************** out of business. I can not fulfill any orders and I am going to get a lot of chargebacks now. I will be seeking legal action and damages from Shopify for this unjust action. I am not the only merchant they have done this to, it's a constant pattern of them holding money THAT IS NOT THEIRS for extended periods. 

  

  Business Response

  Date: 20/02/2025

  Hello *****,

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

  All stores on Shopify are subject to routine reviews. These reviews are requested from our **************** to ensure that all parts of the store are in line with our Acceptable Use Policy and also our ***************** While this review is being completed all payouts are placed on hold. This does not affect the stores ability to sell during this time.
  
  If a review finds that a store is not suitable to use Shopify Payments, any funds that have been held are paid out within the standard timeframe. This has been explained fully in your Ticket ID ************************************ with our Merchant Trust team. You will need to add a third party payment processor to the account to process your payments. If you have any further queries you can reply directly to that ticket as our Merchant Trust Specialists are best equipped to resolve any issue. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 20/02/2025

  Complaint: 22919835
  
  I am rejecting this response because:
  While my account was able to process orders, how in the world do you think I'll be able to pay for 800+ items to ship out. You are hoding my payout for 120 days MINUS ANY FEES OR CHARGEBACKS. I will lose everything to chargebacks and refunds. Thanks a lot.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 23/02/2025

  Due to refunds and chargebacks, I have now lost over ***** dollars in revenue from my business due to Shopifys unjust payment hold. I cannot fulfill any orders until I receive my payout, $23,000 is a lot of money to hold from a small business. I cannot get a loan to fulfill these orders. I am going to lose the business I worked hundreds of hours on, I could lose my house, my car. I mean my store is my only income, and shopify has destroyed it. 

  

  Business Response

  Date: 28/02/2025

  Hello Chase
  

  ***** here again from Shopify. 
  The payout hold is a standard process with this type of scenario and is not something that can be changed. As advised you can add a Third Party Payment Provider which will allow you to continue with the store. Working directly with your customers may help reduce the chances of any chargebacks being submitted.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 28/02/2025

  Still no contact from shopify in regards to my payout, 24 days later. Chargebacks coming in everday due to my inability to pay my supplier for the orders to ship because of shopify holding my payout. 

  Customer Answer

  Date: 04/03/2025

  Complaint: 22919835
  
  I am rejecting this response because:
  Release my money immediately, I need to fulfill my orders, this is ridiculous, it has been over a month now. Shopify will hear from my lawyer.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/02/2025

  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 put our payments on hold because they say they need a residential address. We are a rural hutterite community living in the country in northern ******* where there are no streets or avenues to provide a residential address. We have had our shopify store for 18 months now and I have been giving shopify every single document that they requested plus my drivers licence and they allways say the same thing they need a residential address. I have been trying to explain to them that we are rural and that I am not able to supply them with a residential address but I get nowhere with them. Having payments on hold is very detrimental to our business and lively hood. I have done everything that I humanly can but nothing helps with Shopify. I am depressed and distraught and cant sleep at night over this that somebody could do this to their fellow citizen.

  

  Business Response

  Date: 14/02/2025

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  I can see our Merchant Verification team has been corresponding with you (reference ticket ID: *************************************, and is working with our payment processing partners to find alternative documents that can be accepted. Since we can't verify identity via a public portal like the BBB, we encourage you to continue working with the specialist on your case, to ensure your privacy and the security of your information.
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 14/02/2025

  Complaint: 22917244
  
  I am rejecting this response because:
  
  I have been working with them for 3 months and keep threatening to put our account on hold. I have sent them everything I could over the last 3 months to prove who we are including bills, bank statements, drivers license, everything I can. I can't provide them with a residential address because we are rural. I can provide them my rural info and a box, but I do not have a residential address. That is excellent you want to work with me, but my account is locked and I need help. They have always said that my info doesn't match their residential address but all I have ever provided is the box 688 address.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 18/02/2025

  Hi, ******.
  
  I can see the verification specialist has been regularly in touch with you, and kept you updated on their efforts to resolve this with our payment processing partners by determining what alternative documents they will accept. An email with next steps was sent to you on February 17th. Please follow those instructions and continue corresponding with them (reference ticket ID: ************************************* so they can help resolve the issue.
  
  Best,
  ****** C | Support Lead 
  

  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:08/02/2025

  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.

  Dear Better Business Bureau,I am submitting a formal complaint against Shopify due to their ongoing failure to release the funds owed to me and their complete lack of responsive customer support.Since December, ******************** has withheld my payouts without providing any clear explanation. I have attempted to resolve this matter through their customer service chat multiple times, but these interactions have been ineffective, leading nowhere. Despite my repeated requests for clarification and resolution, Shopify has failed to respond adequately or take action to pay me the money I am owed.This level of service is unacceptable, and I am left with no choice but to escalate my complaint. I am seeking immediate intervention to ensure Shopify releases my withheld payouts and provides a formal explanation for their actions.I would appreciate the BBB's assistance in resolving this matter, as Shopifys lack of transparency and communication has made it impossible to handle directly. Please let me know the next steps in formally pursuing this complaint.Thank you for your time and support.

  

  Business Response

  Date: 17/02/2025

  Hi *****,
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize you have some concerns around your payouts and I'm here to provide you with some further guidance.
  
  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. 
  
  To help keep your account information private, our team has contacted you within Ticket ID: ************************************. If you have any further questions, please reach out in that ticket in order to receive tailored support.
  
  Thank you,
  
  ****** | Shopify Support Lead 

  Customer Answer

  Date: 17/02/2025

  Complaint: 22917068
  
  
  Dear Shopify Support Team,
  I wanted to share my feedback regarding Shopifys customer service experience. While I understand the importance of privacy and security, the current support system lacks accountability and transparency.
  There is no direct contact information providedno name, email, or phone numberonly a ticket number, which makes it difficult to track responses or connect with a real person. This approach creates unnecessary frustration and a sense of detachment from the support process. The only way to follow up is by comparing ticket numbers, which is inefficient and impersonal.
  While I will continue using Shopify for now due to the significant effort already invested in setting up my account and website, I would rate the customer service experience very poorly: ZERO stars. If a better alternative presented itself, I would seriously consider making a switch.
  I hope Shopify will consider improving its support structure to provide a more accountable and customer-friendly experience.
  Best,
  
  ***** **********

  

  Business Response

  Date: 28/02/2025

  Hi *****,
  
  ****** here again from Shopify. I appreciate your feedback on this matter and am here to provide you with some more information.
  
  If you are ever in need of immediate support from our team, then they can be reached 24/7 from within our *********** page. You can contact them by following these steps:
  
  1. Visit our ***********: ****************************************;
  2. On the right-hand panel in the typing field at the bottom, type your inquiry. 
  3. Click "Select a store to get personalized answers" and log in to your account. 
  4. Type your inquiry in the text box at the bottom. 
  5. Click on the prompt that's closest to your inquiry. If the prompts are irrelevant, type "Get me to support".
  6. You'll be connected to our Support team directly. 
  
  If you are ever provided a ticket number, similar to Ticket ID: ************************************, then the best way to contact the relevant team is to respond directly in your email. This is because it will get you in touch with the appropriate team directly.
  
  Thank you,
  
  ****** | Shopify Support Lead 

• Initial Complaint

  Date:08/02/2025

  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 October 8 I received a email stating they were terminating my account because I didn't follow their terms which is fine. They received their payment for the month and they said they were holding my balance in my account for 120 days. The 120 days has came and went and I have not received my funds there is no way to contact the department that handles this and I am not going to let them keep my funds. My account information on the closed account is correct.

  

  Business Response

  Date: 18/02/2025

  Hi, Flanettia.
  
  In order to to ensure your privacy of information, we're limited in what kind of support we can provide via the BBB. However, we can provide links to public resources like our ************ and offer suggestions that you can use for corresponding with Shopify Support. 
  
  When you receive an email with an alphanumeric ticket ID (like ************************************ that you cited), you can reply to that email to get in touch with the specialists handling your case.
  
  I can see they passed you over to another one of our specialist teams for help and you've been corresponding with them in ticket #********; please continue to work with them in that ticket as it is your best way forward. 
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 21/02/2025

   
  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,
  
  Flanettia ****