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

  
• 

  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  Shopify

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  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.

  On February 6, 2025 I ******* ******* received an receipt from Shopify Inc. For the amount of $948.00 dollars. This transaction was not authorized by me I simply received the email notification. My resolution for this conflict is to receive full refund. Thanks in advance for your help if you have any questions you can contact me by phone or email.

  

  Business Response

  Date: 14/02/2025

  Hi *******, 
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize that you have received an unexpected charge and am here to provide you with some more 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. 
  
  In order to support you further with the charge, I have contacted you in Ticket ID: ********. Please follow up within this ticket, should you have any more questions or concerns.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:07/02/2025

  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 am writing to formally escalate an issue regarding the delayed release of my company's funds. Despite submitting all requested documents, our funds remain on hold without any clear resolution or timeline for ************* Name: Coastspas Lifestyles Store URL: ************ Case/Support Ticket Number: ********.We submitted the requested verification documents on 04th February 2025 (and submitted multiple times everyday), and we were under the impression that the review process would be completed within a reasonable timeframe. However, despite multiple follow-ups via email, online chat and phone calls still the funds remain on hold, significantly impacting our business operations.We kindly request the following from Shopify:- Immediate review and release of our funds as all requested documents have been provided.- A clear explanation of why the funds are still being withheld.- A definitive timeline for when this issue will be resolved.

  

  Business Response

  Date: 14/02/2025

  Hi Isurunie, 
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize you are experiencing some issues with your payouts and I'm here to provide you with some further guidance and support.
  
  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. 
  
  Our team has contacted you within Ticket ID: ************************************. If you have any further questions or concerns, please reach out to our team in this ticket for tailored support.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to delete my account completely, the website does not let me. I contacted support they sent me a link to delete my account and that link goes to a page not found. This company has no way of deleting your account. I do not want to have anythig to do with this business i just want my account and ALL personal information deleted.

  

  Business Response

  Date: 11/02/2025

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shop account. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate you have been in contact with our Shop Support Team via ticket #******** and they have provided instructions on how to delete your account. Please forward any further questions you have to this ticket number, as this team is best equipped to assist you in this matter. 
  
  Thank you,
  *****

• Initial Complaint

  Date:07/02/2025

  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 has terminated my account for "verification" but the website has been shut down for over a month with no information accessible to me via the support lines. No other businesses are shut down for a month due to verification process and there was nothing in the terms of service that said to expect this to happen.Currently, because I have no access to my account, the Balance I had available is being held hostage.

  

  Business Response

  Date: 11/02/2025

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the termination of your account. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate you were sent an email via Ticket ID: ************************************ detailing the reason for account termination, the status of your payouts and a link to appeal the decision. Please direct all further questions to this Ticket ID and fill out the appeal form if desired. 
  
  Thank you,
  *****

  Customer Answer

  Date: 11/02/2025

  Complaint: 22911432
  
  I am rejecting this response because:
  

  I have been in contact with the support line multiple times for over a month. When I attempted to submit the required appeal form, it responds with an error. Immediately upon this happening the first time, I reached out to chat (ref: 53939303). Subsequent chats have been had (ref: 54075533, 54250728, 54569981, 54866916). Not a single advisor can inform me on when this is going to be resolved. The team acts as if I haven't done my due diligence to get an appeal form submitted (again, it provides an error when pressing submit).

  There has yet to be a resolution on my appeal or any further details on the provided ticket number. I cannot get a response via chat on when resolution is expected, follow up via email, nor can I see any details concerning the ticket because my account is inactive due to your fraudulent termination. If you are willing to have someone actually talk to me via phone that isn't from your support line and can resolve this matter, then I will mark my complaint resolved.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 18/02/2025

  Hello *****, 
  
  Thank you responding back to me and I appreciate your feedback in regards to the status of your account. 
  
  I am pleased to inform you that I have engaged with our Merchant Trust Team regarding the appeal concerning the closure of your account. I am happy to report that they have undertaken a successful review of your case. You should have received an email from them, under Ticket ID: ************************************, which contains important updates on your account status as well as guidance on the next steps. Please feel free to reach out if you have any further questions or require additional assistance.
  
  Sincerely 
  ***** | Shopify Operations 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:07/02/2025

  Type:Customer Service 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.

  Dear BBB I am writing to express my extreme frustration with the ongoing difficulties I have been experiencing with Shopify in resolving a document issue for our Canadian Shopify stores (***************************** and **************************).For the last 2 months, I have attempted to contact the *********** through various channels, including calls, emails, and interactions with representatives. Unfortunately, my efforts have been met with no success. The customer service department are bots, and do not understand my issue and consistently refer me back to advisors. When I am finally referred to an advisor, they refer to our US store!! They too do not understand, and this is a continuous loop!! Due to this unresolved issue, Shopify has now paused payouts on both of our Canadian stores. This is causing significant disruption to our business. In addition, this will stop any loan payments back to Shopify Capital.I have asked repeatedly that this matter be escalated to a human representative immediately who can fully comprehend and resolve this issue as soon as possible.However, I have yet to see this happen!!!!This has been an extremely unprofessional and incompetent experience with Shopify!I reiterated to Shopify that I cannot stress the importance of this matter, and how I have reached my limit with these bots!!I have asked them consistently to get back to me AS SOON AS POSSIBLE regarding this issue, and told them that I can be contacted by email or by calling at ************ or ************** I am pleading with the BBB to intervene ASAP, as this lack of action by the part of Shopify will have drastic and irreversible damage to our company. We have been with Shopify for the past 6 years and ever since they let go of most of their staff and replaced them with bots, their customer service has been reduced to TRASH!!!!I hope to hear back from you as soon as possible **** ************************************************** ************

  

  Business Response

  Date: 12/02/2025

  Hello ****,
  
  My name is **** and I am an Operations Lead here at Shopify. Thank you for contacting us regarding your documentation issue.
  
  I have reached out to the Merchant Trust team that is currently processing your case under Ticket ID: ************************************. According to our records, you submitted your documents on February 11, 2025. The team has confirmed that one of their agents is actively working on your ticket for ********************************** Additionally, I will add a note to the ticket to ensure that they also consider The Best Muskoka Chairs store, which you also mentioned in your previous communication.
  
  Rest assured, the team is diligently reviewing your documentation and your case is receiving prompt attention. For any further questions or updates, please continue to direct your inquiries to the Merchant Trust team, as they are best positioned to assist you.
  All the best,
  
  Kody | Operations Lead, Shopify

  Customer Answer

  Date: 12/02/2025

   
  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,
  
  **** Elatawi

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an item in May of 2024 for $129.15 and Shopify will not release the payment to me and I have tried all avenues. Every time I tried transferring it to my bank it bounced back to Shopify. I talked to customer service and they told me to reach out to my bank. I talked to my bank and they said they never received anything and it is an issue on Shopify's end. I went back to Shopify and they told their team about it to get it looked at. That was back in November and I have not received any information. I went back to support and the advisor asked to see screenshots of my personal bank statements to make sure I didn't get the money! I reached out one last time and asked to speak with a supervisor and they could not connect me with anyone. Please let me know if you need any further information or pictures.

  

  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. 
  I have looked at the account and I see that our Billing and Payments Specialst ****** has reached out to you via the open Ticket Number - ********. They have given instructions on how to transfer the funds to your bank account. In case this is still not working you can respond directly to that ticket and ****** will work with you personally to resolve the issue. 
  

  I hope this helps 
  *****
  

  
  

  Customer Answer

  Date: 22/02/2025

   
  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 customer service representative has finally resolved my issue. 
  
  Sincerely,
  
  ****** ***-******

• Initial Complaint

  Date:06/02/2025

  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 have a website through Shopify. Normally I sell an item through their platform and the next day my sales are deposited in my bank account. They have not given me a payout since Jan 30th. They owe me over $1800. On top of all that I have a Shopify capital loan thru them. How that works is they put my payout for lets say Jan 30th in my bank, then immediately removen25% back to them for the loan. Despite not giving me my money, they have still been pulling capital. My account has since gone negative because they havent paid me for my sales yet keep taking their capital. I have been hit with 5 $32 nsf fees totaling $160. I have messaged them for days with 2 requests. To release my payouts aka my money AND to temporarily halt my capital payments until they lift the hold on my payouts. 1. I want a definitive date of when ,y hold will be lifted and I will receive my payouts 2. I want to know why this all happened 3. I want a hold on capital payments until this is resolved 4. I want to be reimbursed for my late rent fee and my nsf fees due to this occurrence I have asked Shopify about those 4 things several times with no answer beyond your ticket has been escalated to the proper ***** they will reach out to you shortly. No one has given me any actual answers. Where is my money? What is the issue? Can you temporarily halt capital payments? Can you reimburse me for the financial wreckage you have caused?

  

  Business Response

  Date: 14/02/2025

  Hello *****, 
  

  I am *****, an Operations Lead here with Shopify. I am sorry to hear you are having difficulty with your payouts. 
  I have spoken with our internal teams who have advised that they have reached out to you on ticket number - 480b4796-f302-48c6-a443-6ec05d2ecb39. It is extremely important to follow instructions in that email so you can get the issue resolved as quickly as possible. 
  

  I hope this helps,
  *****
  

  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Yes I started a shopify account free trial 3 months ago, never finished setting it up. I paid it no mind cause it cost $1 a month. I saw a random charge from Shopify for $42.51. I never used this service, my account was not active this money was taken without consent I called the listed phone number to talk to someone from Shopify. It was no longer active. Same thing for their email. I used the support page on **** website. I was able to speak with someone about my refund. The representative named Buen then proceeded to ask for way more Bank info than necessary to put in a "request to escalate " my refund. He told me I would get an email to confirm whether or not I would get a refund.I've still not heard back nor gotten a refund. I sincerely hope they haven't compromised my bank account

  

  Business Response

  Date: 11/02/2025

  Hi ******, 
  
  My name is **** - I am an Operations Lead here at Shopify. 
  
  Thank you for reaching out with this concern. Due to the public nature of the BBB I am unable to discuss account details within this portal, however I can see that our Billing Team has been in touch with you on ticket ID ******** with more information regarding your refund request. 
  
  If you have any questions or concerns please respond to that email directly. 
  
  Thanks,
  Jack | Shopify Operations

• Initial Complaint

  Date:06/02/2025

  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 own a small business and was in the process of getting a shop opened using their service. I had signed up for the most basic thing as was being charged $1.08 a month lasted for 3 months. Somehow that got upped to $64.50 for three months and got corrected, only back down to $2.50 for 1 month. Then I started to notice I was getting charged $137.61 starting in October 2024. I reached out to their customer support multiple times for a refund and resolve for the over charge. Finally after multiple reach outs a *** said my plan somehow got changed and got it set back to the cheapest one, and got a refund sent for the 1 month (not the multiple others I had been charged for). So from October to January I was overcharged. In January I got a refund of the over charged amount. Now, I am on a new month and was again billed at the $137.61, even though I clearly have the cheapest account. It's so difficult to get the customer service to respond timely or get any refund when THEY overcharge. They have taken hundreds of dollars from me due to this. Mind you- my store still isnt finished being set up and opened. And at this point I have gone in and canceled everything. I can't afford to continue to be overcharged almost $100 a month. Again, they have overdrawn my account with their overcharge.

  

  Business Response

  Date: 11/02/2025

  Hi, *****.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in how much detail we can discuss here.
  
  I did note that you've been provided with support in ticket ********, including details on Shopify's refund policies and how the charges were incurred. If you have additional questions on those subjects, replying to the specialist in that ticket will be your best way forward.
  
  Best,
  ****** C | Support Lead 

• Initial Complaint

  Date:05/02/2025

  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 Still Cannot Login!!!!!! I cannot receive a 10 digit code that only gets sent to ********************************* an email I no longer have. I NO LONGER have access to my content that I have been paying Shopify to store on their servers. I cannot access my customer database, my products, my images, nothing on my website. It's just gone. I lost all my pictures, descriptions, product info, vendor info, etc not to mention the two other templates I had purchased. Shopify has been charging me $9.00 a month for over a year to pause the store and save it on their servers. They are still charging me now. I have contacted support by chat and email almost daily and NO ONE has ever contacted me back. My store had over 1000 products. I took years to build. I had tons of images. I lost two seasons and thousands of dollars. It will cost me thousands more to rebuild. Shopify is all ** now and there is no way to speak to someone to gain access to my store. This is such fraud. They are taking my money and causing me to lose more, not to mention that I no longer have access to my content! Please help. Also since I live in ******* it is difficult to file a lawsuit. The 10 digit code to login keeps getting sent to an email I NO LONGER have. The store login email was to have been changed to the secondary email on file. The last response I received from Shopify was on November 24, 2024 to let me know they were working on it. Its now February of 2025. I have repeatedly emailed them and tried to resolve my login issue with online support through the help center but all the ** does is tell me to login to my store to get help from a support representative. I have lost thousands of dollars. Please help

  

  Business Response

  Date: 11/02/2025

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the BBB and our strict guidelines around merchant privacy, we're limited in the support we can provide 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. 
  
  I do note that a reply with some troubleshooting steps and instruction was sent to the email address used for your complaint on January 9. Please search your email inbox for ticket #********. Following those steps and replying to that ticket with the resulting information will be your best way forward. 
  
  Best,
  ****** C | Support Lead 

  Customer Answer

  Date: 23/02/2025

  The response from Shopify is absolutely outrageous. I have had three stores with them since 2012. I never received any email on Jan 9th with instructions!  The ** support program does NOT help with the type of issue I am having. Repeatedly I have tried to contact them. I cannot login to my store because it took them since last September until Jan to change to login email for the store. Now because it has been so many months that I have logged in I need a 10 digit code that keeps being sent to the old email address I no longer have! They have been charging me every month on my credit card for a store I cannot access! I am losing money and do not have access to my content! I am unable to publish my website or access my customer database! I am searching now for an Attorney that can help. I am so disappointed! Shopify used to be a great company but they have certainly are not now. It should be not be this difficult to correct a problem

  

  Business Response

  Date: 05/03/2025

  Hi, ******.
  
  I can see a specialist has been in touch to assist you, and sent new steps today. Please refer to ticket ID ************************************ for any additional questions you have.
  
  Best,
  ****** C | Support Lead 
  

  Customer Answer

  Date: 17/03/2025

  This complaint HAS NOT been resolved. It was not an "Advertising" Issue. I am still unable to Log in to my store, primitivecoastalcountry.myshopify.com. Since filing this complaint I have had 4 new escalated tickets! I have been verified through stripe 4 times. I have sent copies of my Government Sealed State of Florida documents verifying my identity, a copy of the payment receipt to Shopify, a copy of the credit card front and back that Shopify is still using to charge me to store my website on their servers. If this issue is "resolved" why am I unable to access my website??????? This has been the WORST **************** experience I have ever had! I have been trying to resolve my login issue since August of 2024. It is now two weeks shy of NINE MONTHS later. This is ridiculous! Shopify has still not provided me with access to MY store!  I am now in the process of preparing a demand letter and obviously find my in a situation where I may have no other choice than to file a lawsuit. Shopify is denying me access to MY content. I no longer have access to the website I built, my pictures, my customer data base and I am STILL being charged! 

  

  Business Response

  Date: 18/03/2025

  Hi, ******.
  
  As mentioned before, we can't provide store-specific support via a public forum like the BBB. Your best path forward is to reply to ticket ID ************************************. I can see that on March 10th, you were provided an invitation link and instructions for your next steps, but these steps were not completed. By responding to that ticket, you can request a new invitation link and then complete the steps required to access the store.
  
  Best,
  ****** C | Support Lead