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

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

• 

  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:02/02/2025

  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.

  Ive reached out multiple times to get my money back per the store request and through Shopify. Shopify only allows me to submit a request for a complaint once every 14 days. Which Ive done twice and now Im unable to do so for another 14 more days, its going on 3 months since Ive placed this order and now the store with Shopify no longer exists.. I just want my money back they stole from me

  

  Business Response

  Date: 06/02/2025

  
  Hello *******,
  
  My name is ****, and I am on Operations Lead at Shopify. Thanks for reaching out about your order. Shopify is a software company that enables stores to build their websites, and we do not sell products or have any part in the operations of the stores themselves. 
  
  Since you have already submitted buyer complaints through our system and if the store is no longer accessible, the best course of action at this juncture would be to contact your bank or financial institution. If an investigation is launched from your bank into the order that also notifies our team as well, so it would serve well on both fronts.
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for 2 months of premium service even though I have not used the service. I have purchased a domain through Shopify as well, and have not once accessed the online domain to set up my retail store. Also, because I will not pay charges for services not rendered I am now also unable to access a domain, I had purchased for retail use nor can I have it transfered to another service provider, since Shopify has refused the transfer. I did seek additional assistance after not accessing my store for several months to a very nice employee who assured me he would do everything he could to resolve the issue and then within 24 hours got back to me to let me know that the billing department would not credit my account even though they were aware the site had not been accessed. By the refusal of letting me access my own domain name I am now missing out on money that I could be acrueing daily. I did pay a graphic designer to work on web page development and now I cannot even access my own domain site that should have no association with Shopify as a whole. Shopify also does not have a customer service phone number and the only way that you can reach out is by instant messaging someone and hoping to God that they will get back to you in a timely manner.

  

  Business Response

  Date: 05/02/2025

  Hello *********,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out regarding your concerns about the charges on your account and domain issues.
  
  As per our Terms of Service, which you agreed to upon signing up with us, Section 5.10 states: Shopify does not offer refunds. The service we offer is called an ************** and the services were rendered to your store. This means that whether it is used or not, it remains active, and you will continue to be charged until you cancel it. 
  
  In regard to your domain, the transfer of a domain requires the use of our platform and is only possible if you are in good standing with an active subscription. To transfer your domain to another service provider, you would need to settle any outstanding balances associated with the account and choose a new subscription.
  
  Best Regards, 
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 14/02/2025

  Complaint: 22888538
  
  I am rejecting this response because: I was told, in fact, I could receive a refund if I paid the balance, inniated the transfer of my domain, and then asked for a refund. That makes little sense to me. Shopify is stating your policy doesn't offer refunds but your service agents have said something different. Attached is the converstaion saved in your own service portal. I paid for 1 year for my domain that is outside of the Premium Shopify subscription. Nowhere duribg that transaction did it state that if I dont pay extra for services that I would also lose access to a 1 year domain space. The outstanding balance is for services not rendered. My shop was not even active. 
  
  
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 19/02/2025

  Hello *********,
  

  **** here again. Thank you for your detailed response and for providing the context from your previous conversation with our support agent.
  
  It's important to note that refunds are issued under specific conditions: the store must be in good standing and the cancellation request should be made within 7 days of the invoice issue date. Even then, these refunds are not guaranteed as they go against our Terms of Service and are viewed on a case-by-case basis by our Billing specialists. I have reviewed the ticket where you were told otherwise and have submitted feedback regarding the misinformation.
  
  Regarding the domain, purchasing a domain through Shopify establishes a separate contract from your Shopify subscription. However, the usage of our services, including the ability to transfer a domain, requires an active subscription. If an account is canceled or frozen due to outstanding balances, the services, including domain management, become inaccessible.
  
  I hope that clears up any misunderstanding.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 20/02/2025

  Complaint: 22888538
  
  I am rejecting this response because:
  AAfter reading the last response from Shooting I signed up for a free trial account and went through the steps to purchase a domain through Shopify. Attached are the step by step instructions for purchasing a yearly ownership of an 3rd party domain name, which I purchased for a year. I used all of the same information, with the same domain selected for 1 year and it does not state information regarding a mandatory Shopify Subscription. i then clicked on the terms and conditions in fine print and there's too many pages to share but that also does not state you will no longer have access to a domain if you don't pay for premium subscription. This is not only false advertising, but a fraud considering I am still being charged for monthly bills when my store had never been active. I will only accept the release of my domain so that I may transfer, and will be removing all of my products from Shopify permanently. 
  
  
  Sincerely,
  
  ********* *********

  Customer Answer

  Date: 21/02/2025

  I literally sent screenshots of the companies policy and procedure upon purchasing a domain, and my end result was closing the complaint with a "Good faith" response? That is completely irresponsible to all of its future consumers who are being charged for services not rendered and pay for 1 year of domain use until false pretense. What is this? 

  

  Business Response

  Date: 25/02/2025

  Hello *********,
   
  **** here again. Thank you for your response and for sharing your concerns regarding the policies associated with your domain and subscription.
  
  I want to clarify how our services and policies are structured. When you purchase a domain through Shopify, it is indeed a separate agreement from your Shopify subscription. The active status of your Shopify account directly impacts your ability to manage your domain. If there are outstanding balances or if the account is inactive, certain functionalities, including domain management and transfers, become restricted.
  
  While I appreciate the screenshots you provided regarding the policies, its important to refer to the complete Terms of Service that apply to your account and services. These terms govern the conditions under which services operate, including refund eligibility and account status.
  
  To resolve your situation regarding access to the domain, I recommend ensuring that your account is in good standing. This involves addressing any outstanding balances. Once resolved, you should have access to your domain to either manage it through Shopify or initiate a transfer.
  
  If you have further questions about your account status or require assistance in understanding the documentation, I encourage you to reach out to our support team. 
  
  Thank you for your understanding, and I hope this helps to clarify the situation.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 25/02/2025

  Complaint: 22888538
  
  I am rejecting this response because: The above response has been repeatedly been stated by Shopify. I was told I be an employee to pay what its owed, initiate a transfer and then I would get a refund after repeatedly being told through BBB that they do not offer a refund. Seems to not matter that I had no used their services for months and/or that my shop wasn't even set up. I've provided screen shots of my conversation with the employee instructing me on how to get a refund when clearly that isn't the truth. I've also included screen shots of the process to purchase a 1 year domain and keep being told I need to pay for services I never received even though the process online to purchase a domain does not state you must have premium service in order to do so. This is not only false advertising but bad business operations for small businesses and a way to black mail you into using Shopify exclusively. I am now without my daily profit of maintaining business and the attempt to force my business is negligent. 
  
  
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 27/02/2025

  Hello *********,
  
  Thank you for your ongoing communication and for outlining your concerns regarding your account and domain.
  
  To clarify, the policies surrounding refunds and domain management are integral to our Terms of Service, which govern how our platform services are structured. I understand you have received different information in past interactions, and I want to emphasize that refunds are typically only processed under specific conditions, as explained in previous responses.
  
  Since your account currently has outstanding balances associated with our platform service, access to your domain and the ability to initiate a transfer are restricted. This is standard practice to maintain compliance with the agreements made upon signup. The purchasing process for a domain does operate separately, but the management of that domain still requires an active account status.
  
  To move forward, I recommend ensuring that any outstanding balances are settled promptly. Once your account is in good standing, you will regain access to your domain to manage it or initiate a transfer.
  
  If you have any further questions about your account status or require clarification on specific documentation, please feel free to reach out to our Support team.
  
  Thank you for your cooperation, and I hope this provides a clearer view of your options.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 03/03/2025

  Complaint: 22888538
  
  I am rejecting this response because: repeating the same responses message after message does not make a lie the truth. The domain information that is sold online is misleading and unfactual. I can receive a refund but I can't receive a refund. My balance includes two months of service that I did NOT access and my store had never been up and running. I plan to sue and retain my domain back available for transfer under a different service provider. I plan to make your "policies" known since you don't and so that other small businesses are not help under black mail to subscribe to premium services just to keep their domain active. I am now missing lost wages from not being able to access my domain which I should have had access to for one year. If any information is different than what I have,provided as evidence in my screen shots, it is only since Shopify has fraudulent intention and relies on neglectful business practices off the backs of their consumers. 
  
  
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:01/02/2025

  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 opened a Shopify account made a business website through Shopify. I send out merchandise to customers and ******************** closed my account took my money never paid me any money never gave refund back to customers. Ive been trying to get in contact with them. They do not have a live agent. They are not responding and I feel like they just took my money and I want file a complaint and lawsuit against them.The date all this happened was January 7th , 2025. Its been over a month still no money or response. Please help!!! the amount they owe me is $4,833.01 They put it in my account and took it back from my account. This feels illegal.

  

  Business Response

  Date: 05/02/2025

  Hello *******,
  
  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 payouts withdrawal, and they informed me that they have sent you a new document request under ticket ID ************************************ and have reopened your account.
  
  If you have any other questions or concerns, please reply to that ticket.
  
  Best Regards,
  
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has continuously failed multiple payouts across my three Shopify stores. They have over $12,000 of my money and nothing is getting this resolved. My bank information is correct yet some payouts will deposit while others will fail. Their chat is useless and nothing has been done to help me. The stores with failed payouts include: *. *** Wholesale, ********************************************* all under my Shopify admin of ***********************

  

  Business Response

  Date: 05/02/2025

  Hello ******,

  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out about your account and failed payouts.

  I have taken a look at your three accounts and can see that the payouts have resumed and been paid out. There could be multiple reasons that a payout fails, and if you find it happens again, please do reach out to us so we can investigate it for you.
  

  Best Regards,

  **** | Operations Lead, Shopify

  Customer Answer

  Date: 05/02/2025

  Complaint: 22887435
  
  I am rejecting this response because:
  
  I still have thousands of dollars in failed payouts associated with *. *** Wholesale & several hundred dollars that have failed on *. *** Boutique seen in the screenshots. There have been successful payouts since the failed payouts, but thousands of dollars still have not paid. I need this resolved & have exhausted every avenue on Shopify support chat for months & gotten nothing accomplished.  
  

  ****** ******

  

  Business Response

  Date: 07/02/2025

  Hello ******,
  
  **** here again, thank you for the quick reply.
  
  For your store "*. *** Wholesale," if you go to your first failed payout, it will provide the details of when the next payout attempt occurred. You can continue to follow the failed payouts until you see that one was finally successful. We will continue to try processing failed payouts unless an error occurs, which will then be reflected in a banner within your payouts section. As all transactions have now been successfully paid out, there is no banner. I even reached out to my team, and they have confirmed that all payouts have been sent to your bank and are marked as paid.
  
  For "*. *** Boutique," there is a banner within your payouts detailing the next steps to resume your payouts.
  
  Please let me know if you have any other questions.
  
  Best Regards,
  **** | Operations Lead, Shopify

• Initial Complaint

  Date:01/02/2025

  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.

  My Email stopped working and i found out Shopify had deactivated or cancelled my store with the domain causing the problem. Also when contacting service chat, they say they are "working on it" and i just need to wait for the ''escalated team'' to resolve the issue. I have not received or being able to send email since January 15th.Without any warning they shut down my account not knowing i did anything wrong.I right away asked what was the problem and that i will solve it but they can't give my any information.....I need my domain working again so i can use my business email. Its causing problem with my business and its not acceptable that it happen and not get resolved in 2 weeks.

  Customer Answer

  Date: 03/02/2025

  On January 15, 2025, my Shopify account was canceled without any explanation (Ticket: ********). Since then, I have reached out to Shopify support more than five times, and every time, I am told that the issue has been escalated and that I will be contacted by the escalated team. However, I have not received any response from them. Additionally, since the 15th, I have been unable to send or receive emails with my business email, which has created a major disruption for my business. This issue is affecting my ability to communicate with customers, suppliers, and essential contacts, making it nearly impossible to operate properly. I have followed all procedures, yet I am still left without answers. My business is suffering, and I cannot afford to keep waiting indefinitely. I need immediate assistance and a direct response from the escalated team. Please resolve this matter as soon as possible.

  

  Business Response

  Date: 03/02/2025

  Hello *****,
  
  Thanks for reaching out, my name is *****, I am an Operations Lead here at Shopify.
  
  I have spoken with our Merchant Trust team, who was able to review your case from one of the escalations you sent through our Support. While we're unable to share sensitive account information via the BBB (and you have reached out via an email address that is not a user on any ******************** stores), I can see that you provided your email address in your screenshots. From this, I can tell you that the merchant Trust team has reinstated your initial store that the domain was attached to. Meaning, that should you wish to, you can now re-open that store. Please note that you may need to select a paid subscription plan for your store when logging in. There is additional information in ticket e2b6916c-0f51-4d2b-9585-463fe51d9ed8, and I would encourage you to view that email if possibe. Should you have any questions, please be sure to respond directly to that email.
  
  Additionally, it appears that your domain has also been removed from the store. So you can choose to either re-attach it to your old store if you re-open it, or you can attach it to your newer store.
  
  As a final point, we would generally recommend to avoid using a domain-based email as your primary Shopify account owner email address. As you have seen, should you encounter any issues with the domain, it can complicated getting important account access or account related emails. However, from reviewing some of your tickets with our Support, I can see that you were able to PIN authenticate using your account owner email. Should you need further assistance, please contact and authenticate via our Support, who will be able to help you with any next steps and share account sensitive information that I am unable to do via the BBB.
  
  Kind Regards,
  ***** R | Operations Lead

• Initial Complaint

  Date:01/02/2025

  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 a merchant with Shopify for a long time and we just found out that some documentation needs to be updated. If not supplied within 3 days our payout accounts will be frozen. We have tried to resolve the situation with staff online but the advisors are not willing to help. We rely on funds for our business to come in by paying customers and ******************** states that all funds will be on hold for payout till the situation is resolved. We supplied all documents online but the staff is unwilling to assist further. After investigation this is happening to multiple merchants. We are afraid that this will also happen to us which could mean that we could face bankruptcy if Shopify holds our funds for prolonged period of times. Here is the link ********************************************************************************************************************************************************************************* Here is another one:****************************************************************************************************************************************** We require immediate assistance as we have exhausted all of our efforts.

  Customer Answer

  Date: 05/02/2025

  We tried this morning again to update our documentation and we are unable. this has to be a joke. in a few days our bank accounts will be frozen and we will no longer have access to funding. shopify has no support staff at all that can assist. we constantly get redirected with a message that some other team needs to look into this. we require immediate and urgent help. there are now close to ****** to be paid out to us by paying customers and ********************** is withholding these funds without any proper reason. all documentation was submitted to them.

  

  Business Response

  Date: 11/02/2025

  Hi Arnt,

  My name is **** an Operations Lead at Shopify. Thank you for reaching out to address your concerns regarding your payouts.

  Its standard practice for our internal teams to request for documentation to ensure all information on file is current. Payouts will only be placed on hold if the documentation isnt provided within a specified timeframe.

  After reviewing your store, I can confirm that your payouts are currently active, and there are no outstanding requests for documentation. Thank you for promptly uploading the requested information.

  Kind regards,

  Lex | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:31/01/2025

  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.

  We started one Shopify Store on December, 2024 to start selling our products within **, yes its our first ecomm store.We were following all the guidelines and policies from Shopify, and we were in the point of building our pages, products, images, etc BUT our store was not public, so we were not doing any sale, and in January 16, 2025 - we received the email from Shopify about closing our store without explanation, without doing sales, or either without having our store published to the public yet (all our store was behind the password protect feature on Shopify)Right now, we are not able to see our work, we already submitted the documents requested by Shopify BUT still we dont have any answer from them in more than two weeks The above issue looks a constant for running stores and also for new stores, a lot of complains about this on X tagging their support accounts without an answer from their side of course. They are violating my rights to the service if they dont have a clear complain from our non-published store, and if we were not planning to sale prohibid items, in fact, we were not having images yet in our draft content in Shopify, we were working in content about our brand first.

  

  Business Response

  Date: 01/02/2025

  Hello ******,
  
  Thank you for reaching out, and for providing the screenshot with your ticket number.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. As mentioned in the ticket you shared (fa68c64d-5589-4dff-b7dd-4c1efa20d795), your account was deemed to be in violation of Shopify's Acceptable Use Policy (AUP). We can see that you have already submitted an appeal, which is the next step to take here. Our Merchant Trust team will get back to you as soon as they are able once they have reviewed your appeal, but we will be unable to share any further details about your case via the BBB. 
  
  Kind Regards,
  ***** R | Operations Lead
  

  Customer Answer

  Date: 01/02/2025

  Complaint: 22883384
  
  I am rejecting this response because:
  
  We did the claim on your support platform multiple times, adding all the information about our products (health care related) so should be not prohibited based on your policies, our business registration in **, our support lines, and all our information as real brand & business, but still we don't have answers. Also, we got an email accepting that your "amazing" support is having issues and deleted some of our claims so how we can trust that your team is actually reviewing our documentation?

  Again, our store was NOT public, we were NOT selling anything yet, we didnt have any order to fulfil for being behind the password protect feature and for NOT being public yet as storefront, as you can see in the attachments, I'm adding the information about our multiple claims, your response about your zero support in more than 20 days, and finally, I'm adding social proofs that is not the first time or an isolated situation, this is what a lot of existing and new brands are complaining a lot.

  You closed their business without reason, hold their founds, and the most ironical thing, you closed stores that are not public yet, without doing any sale to the market, so same as your online support, you have a BIG issue with you AI that is making this decisions, and we as brand owners deserve respect, the same respect that your policies make us accountable for our customers.

  Last but not least, you are also a business, and we deserve answers and support in the proper time, you can not have any consequences of affecting business like this, WE DESERVE RESPECT, and if you are not willing to do it, you should not complain about us as owners looking for solutions with external agents like BBB.

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

  

  Business Response

  Date: 03/02/2025

  Hello ******,
  
  I can see that our Merchant Trust team has gotten back to you on ticket fa68c64d-5589-4dff-b7dd-4c1efa20d795, letting you know that your appeal has been successful. You may now re-open your store should you wish to. Please note that you may need to select a paid subscription plan for your store when logging in.
  
  As mentioned previously, we can't share any sensitive account information via the BBB, so should you have any questions, please respon directly to your ticket with our Merchant Trust team.
  
  Kind Regards,
  ***** R | Operations Lead

  Customer Answer

  Date: 04/02/2025

   
  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:30/01/2025

  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 a shopify store website with a monthly subscription. In March we downgraded the plan to Pause & build. Meaning out cost was decreased from $40 to $8. An error occurred on the Shopify backend leading to this not being processed correctly. The store was left inactive for many months meaning there were no logins. This was confirmed by Shopify. I reached out to explain this to shopify and they insisted there is nothing they can do and we are responsible for all charges. I understand this is a rare instance and I am not expecting Shopify to refund every dollar. Howver, by checking the login record and store history it is very clear and obvious to see what happened here. The store was not being used in any capacity whatsoever, and we were fully under the impression is was on "pause". I am asking Shopify to do the right thing in this situation and refund a fair portion of the charges. We are a struggling business that failed and will be dissolving shortly. We belive we are entitled to at least a partial refund because we did everything in our power to change the "plan", but it was somehow not processed on the backend. Please understand and assist. Thank you.

  

  Business Response

  Date: 05/02/2025

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulty with your plan choice. 
  Shopify provides various plans to our Merchants to allow them to choose the best possible route forward for their business. All plans and packages are available to be chosen by the Account Owner. ******************** does not change, modify or close any subscription without the Account Owner initiating the process. Any subscriptions are the responsibility of the Merchant, Shopify does not monitor this. Because of this we cannot refund any subscription charges.
  
  If you have any other questions please feel free to contact our help center. 
  Regards
  *****
  

  
  

• Initial Complaint

  Date:30/01/2025

  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.

  Jan 30, 2025 - I woke up to an email stating that my account/website has been shut down, with absolutely no explanation. I have reached out to Shopify numerous times via phone, email, and live chat and have been ignored. I was told my case would be made URGENT and everyone refuses to help me, or reach back out to me, I have multiple orders and a payout pending on my account and am unable to view ANYTHING. Which not only causes issues for my business, but my customers are going to think I scammed them and report me, when that is absolutely not the case. I have tried to submit an appeal via the link they sent me, but it does not work, it just tells me to contact support because of an error, and support gives me the same run around every single time. I received my first payout just fine, and anticipate to receive my second one as well that was scheduled for Monday Feb 3 as I was not told otherwise. This is absolutely ridiculous and it is BEYOND me how they are able to delete every single thing Ive done and worked towards, theyve asked for verification of my stock, identity, etc.. and I have done nothing but try to help them and have complied with every request, just to be treated like a criminal in return. I want my website back IMMEDIATELY. I have read through every single TOS they have and I have not violated a single thing and they refuse to give me an answer to what the problem is. Ticket ID: ************************************ FIX THIS!!

  

  Business Response

  Date: 05/02/2025

  Hello, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you feel that your store has been removed without cause. 
  

  All stores on Shopify are subject to standard reviews. These reviews are conducted by our **************** to make sure that everything is in line with our Acceptable Use Policies. As a result of these reviews some stores are not suitable to be supported by the Shopify Platform. If this is the case then the store is removed and all payouts are delivered within the usual timeframe. This has all been explained in your open ticket - 09c95064-6773-483d-9b89-d5ea03f9eb93. If you have any further questions please reply directly to that ticket so our specialist can resolve the issue for you. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/02/2025

  Complaint: 22880785
  
  I am rejecting this response because:

   

  Shopify has made little to no effort to contact me/respond to any of my inquiries or concerns. It states in their response that if a business is closed they receive their payout in the same timeline as we had set (daily, weekly, monthly) 

   

  Shopify has informed me as of yesterday they are holding my payout for 4 months (120 days) and asked for more information regarding my business, I immediately replied with everything theyre asking for to prove my legitimacy and they have yet to reply or acknowledge my response. They also do NOT provide you the option to refund your customers if they close your account/hold your payouts, thus making it the only way your customer can get a refund is to file a chargeback which is just wrong. Shopify has made my customers wait an elongated period to know ANYTHING about where their order is, or when its shipping, and is starting to make me look like a scam artist. this is absolutely disgusting behavior and I want this resolved and my account restored ASAP. I have not done a single thing wrong, I have read their AUP and nothing I sell/do falls into their restrictions. FIX THIS PLEASE!!!
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/02/2025

  Hello Haliah 
  

  ***** here again from Shopify. I am sorry you feel that you are being mistreated.
  As I have said previously, if a review finds that a store is not suitable for the Shopify Platform then that store is removed. If you feel that this decision is incorrect you can appeal it using the link in the email that our Merchant Trust Team have sent you. That is the only way that another review can be initiated. Any money that is on the account will be paid out in the timeframe listed in the email. This matter is now resolved.
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:30/01/2025

  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 BBB,I am writing to formally file a complaint against Shopify due to an unjustified freezing of my funds and their failure to address my ongoing concerns. My account has been frozen without adequate explanation or prior notice, and despite repeated attempts to get clarity, I have not received any meaningful responses from Shopify.I initially accepted a 20% reserve on my account due to chargeback risks, which was clearly communicated and agreed upon. However, I was shocked when, without any warning, my account was completely frozen, including all of my funds. My total funds currently exceed ****** HKD, which Shopify is holding with no clear **************** make matters worse, my account has not had any significant chargebacks or disputes, and I have complied with every request Shopify made, including submitting documentation. Despite this, I have received no communication from Shopify that addresses the reasons for this drastic action. I have reached out to their support team countless times, but the responses have been vague, unhelpful, and frustratingly generic.This situation is severely impacting my business, and I find it utterly unfair that Shopify is withholding my funds without providing any clear explanation or adequate support. I am deeply frustrated and feel that Shopifys actions are not only harming my business but also violating the principles of fair practice.I am seeking your intervention to investigate Shopifys practices regarding this matter. It is essential that Shopify be held accountable for its treatment of merchants, especially when it comes to freezing funds without valid cause or proper communication. I respectfully request that BBB take a closer look into Shopifys practices, as this is not an isolated incident but part of a recurring pattern of abuse against merchants like myself.Thank you for your time and attention. I look forward to your support in resolving this serious matter.

  

  Business Response

  Date: 07/02/2025

  Hello I **** ***,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. 
  
  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)
  
  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: 08/02/2025

  Complaint: 22876754
  
  I am rejecting this response because:

  Payments Account ************************************

  Ticket ID: ************************************
  Previous few email you told I can continue to use shopify as platform ,but I could not login my store . And you keep reply the same email for me . Did not check in real . !
  This response is unacceptable. You have destroyed my business, frozen ******* HKD of my earnings without evidence, and now hide behind vague internal reviews to justify your actions.
  Let me be clear:
  
  Your chargeback risk claim is a lie.I submitted proof repeatedly.
  
  You agreed to a 20% reservewhich I acceptedthen betrayed that agreement by freezing everything.
  
  This is theft.
  
  You closed my store, blocked access to customers, and now refuse to release funds for no valid reason.
  
  Your canned responses about risk and third-party gateways are insults to my intelligence.
  
  You have violated trust and legality.
  
  
  Withholding over ******* HKD for 120 days without evidence of actual risk is financial abuse.
  
  Where is your proof? Where are the chargebacks? Where is the due process?
  
  Immediate release of 80% frozen funds and acive my store so I can reach out my customer .
  
  A detailed breakdown of the alleged chargeback risk with documented evidence.
  
  
  A senior supervisors contact information to resolve this.
  
  
  Do not reply with another scripted email. Do not gaslight me with policy excuses. Do not waste my time.
  
  
  I have complied, submitted evidence, and tolerated your incompetence. Now I am done being patient.
  
  
  Sincerely,
  
  I **** ***

  Customer Answer

  Date: 11/02/2025

  x4vkut-gi.myshopify.com

  they did not sent any email back to me about my account .the appeal form was done for a while .

  Over ****** HKD frozen in shopify . the eat human blooding . they show bad attitude (if shopify could see this , you can check my ticket .the online ticket .they would know how the online chat treat merchant . make our small merchant feel hopeless. we pay the  shopify but could not get any help .
  
  

  

  Business Response

  Date: 21/02/2025

  Hello,
  
  Thank you for the information provided. I will look into this and email the address linked to your account to provide more details about your request and fully authenticate you. The security of the account is very important to us.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 22/02/2025

  Complaint: 22876754
  
  I am rejecting this response because:
  
  I need access in my account to get my data . 
  And your shopify online advisor could not provide any help .
  My frozen balance over 900000HKD.
  I need into my account to get my store details 
  Previous email told me that i can use shopify platfom . 
  But never reactive my account .
  And the ******************** reply is fake supervisor . 
  I need my store data . Sent me a link that i can check my account total date for a while .
  
  Sincerely,
  
  I **** ***

  Customer Answer

  Date: 26/02/2025

  the document information was submit . but no one check and give me a feedback .

   

  

  Business Response

  Date: 07/03/2025

  Hello,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
  
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the ticket where you have been in communication with the team. This will help our team assist you more effectively. Ticket reference number: 56fd7328-9152-4251-9a64-4d866440d9d7
  
  Additionally, if you believe that your account was terminated in error, we encourage you to take the first step in the appeals process by using the designated form linked here: ***********************************************************************************************************
  
  We are committed to supporting you throughout this process, and we genuinely appreciate your cooperation as we work towards a resolution.
  
  Best regards,
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 11/03/2025

  Complaint: 22876754
  
  I am rejecting this response because:
  I have submitted this form several times through the link in the email. You are scammers. I have ******* Hong Kong dollars frozen. I submitted the complaint form many times and you did not respond. But you ask me to submit the form again as if I never submitted it. You only say the same thing and do not respond to messages. What you reply on BBB is not the real situation of my store. Your contradictory and deceptive behavior is not a good thing.
  
  
  Sincerely,
  
  I **** ***

  Customer Answer

  Date: 17/03/2025

  No explanation, no response. I have reached out multiple times, desperately seeking answers, but Shopify refuses to communicate with me.
  Severe financial impact. Without access to my funds, my business is struggling. I cannot reinvest, pay expenses, or move forward.

  

  Business Response

  Date: 24/03/2025

  Dear BBB, 
  
  I am reaching out regarding BBB complaint ********. 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 appeal shared by the merchant in Ticket ID: ************************************. However, please note that any information that can be shared publicly for the next steps the merchant can take has been shared in our previous response. 
  
  As the merchant is being assisted in Ticket ID: ************************************, we consider this resolved. 
  
  Best regards,
  Shopify | Operations Manager
  
  
  

  Customer Answer

  Date: 30/03/2025

  Complaint: 22876754
  
  I am rejecting this response because:
  
  Every response is contradictory.
  Previous few email you told I can continue to use shopify as platform ,but I could not login my store . And you keep reply the same email for me . Did not check in real . !
  This response is unacceptable. You have destroyed my business, frozen ******* HKD of my earnings without evidence, and now hide behind vague internal reviews to justify your actions.
  
  Let me be clear:
  
  Your chargeback risk claim is a lie.I submitted proof repeatedly.
  
  You agreed to a 20% reservewhich I acceptedthen betrayed that agreement by freezing everything.
  
  This is theft.
  
  You closed my store, blocked access to customers, and now refuse to release funds for no valid reason.
  
  Your canned responses about risk and third-party gateways are insults to my intelligence.
  
  You have violated trust and legality.
  
  Withholding over ******* HKD for 120 days without evidence of actual risk is financial abuse.
  
  Where is your proof? Where are the chargebacks? Where is the due process?
  
  Immediate release of 80% frozen funds and acive my store so I can reach out my customer .
  
  A detailed breakdown of the alleged chargeback risk with documented evidence.
  
  A senior supervisors contact information to resolve this.
  
  Do not reply with another scripted email. Do not gaslight me with policy excuses. Do not waste my time.
  
  I have complied, submitted evidence, and tolerated your incompetence. Now I am done being patient.
  
  Sincerely,
  
  I **** ***

  Customer Answer

  Date: 08/04/2025

  Please contact shopify inc. how much balance still in my account now ?

  

  Business Response

  Date: 11/04/2025

  Hello I **** ***,
  
  My name is ****, I am an Operations lead at Shopify. Thank you for reaching out about your account and remaining balance.
  
  I have sent you an email under ticket ID ******** with the subject line 'In Regards to your BBB complaint ********'. In order to look more into your remaining balance, I will need to authenticate you as the account owner. Here at Shopify, we take the security of our merchants and their accounts seriously and must follow certain steps to resolve situations like this. Please reply to that ticket with the requested information so we can help resolve this matter for you.
  
  Best Regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 24/04/2025

  Complaint: 22876754
  
  I am rejecting this response because:
  I went to sleep on February 6, 2025 with a sense of pride in what Id built: a small but growing online store, customers placing orders, and the promise of more growth ahead. When I woke up the next morning, everything had collapsed. I clicked to log in and saw the words: Your account has been suspended. My heart stopped. Then I saw that every ***** in my balancemy inventory budget, my marketing funds, the money I owed suppliershad been frozen. One hundred percent of it.
  
  I tried to steady myself. Surely this was a mistake. I opened the support chat and asked what had happened. The reply came back within minutesbut it told me nothing real. They said there was a risk and that my funds would remain on hold while they conducted an internal review. They mentioned a 120-day reserve policy. But in the same breath theyd told me at signup that only 20% of my funds would ever be reserved. Now they had locked up everything, and I had no way to run my business.
  
  My first reaction was panic. I combed through every email folderspam, promotions, sociallooking for messages I might have missed. I found nothing from them except that one vague notice. I gathered every document I had: my business registration, my government ID, invoices, shipping proofs, transaction logs, screenshots of zero chargebacks. I attached them to an email and sent it off, begging for someone to look, to explain, to reverse this.
  
  Then I waited. And waited. Day after day, I clicked refresh on my support ticket. Day after day, I saw no progress. When I did hear back, it was always the same: Weve received your documents. Someone will be in touch. Or: Per our privacy policy, we cannot discuss details. Or cryptic our records show we emailed youbut I never received those emails. It felt like shouting into a void.
  
  As the days stretched into weeks, my fear turned to frustration, then to rage. I wasnt a fraudster. I wasnt a chargeback risk. My customers were happy. Yet the platform treated me like a criminal, withholding my livelihood. I called suppliers to explain why I couldnt pay them. I apologized to customers whose orders I couldnt fulfill. I watched ads run out of budget. Every moment, my dream was slipping away.
  
  On April 11more than two months after the freezeI filed a formal complaint with the Better Business Bureau. I documented every message, every date, every empty promise. I thought that by shining a light on the ordeal, someone would finally act. But the silence continued. Then, on April 23day 75I got another reply. A template about a 120-day reserve. No evidence. No timeline for release. No recognition of the agony theyd caused.
  
  Thats when I realized this wasnt an accident or a misunderstanding. It was negligence at best, malice at worst. They had the power to destroy a small businessand they used it without justification, without humanity. I lay awake that night, furious and helpless, wondering how a company could hide behind policies while watching peoples lives unravel.
  
  Today, Im telling this story because other entrepreneurs need to know what can happen when a platform decides to wield absolute control over your money. Im demanding the immediate release of 80% of my funds and real answers from someone with the authority to do more than paste canned responses. If I dont get them, Ill escalate to the **** the ***** my state Attorney General, and beyond.
  
  No one should endure 75 days of silence while their business drowns. No one should be left to pick up the pieces alone. This is more than an account suspensionits a warning: when you hand over your revenue to a platform, youre trusting them with your future. And if that trust is broken, you need to fight back.
  
  
  Sincerely,
  
  I **** ***

  Customer Answer

  Date: 27/04/2025

  I need help . and the Shopify inc. did not reply me and kept frozen my funds . as you can see all document was submit ,

  please help . !!!

  Customer Answer

  Date: 30/05/2025

  I am writing to file a formal complaint regarding the unacceptable handling of my account and the withholding of funds that have not been returned even after the 120-day hold period. Shopify notified me that my funds would be released after the 120-day reserve period. However, despite receiving an email that the funds have been "sent," I have not received any payment in my bank account. I have confirmed with my bank that no such transaction was received, and I have requested, but not received, any proof of transfer, transaction ID, or remittance advice from your team. This raises serious concerns regarding transparency and trust. Additionally, I must state that your online support service has been extremely unhelpful, often repeating scripted responses and failing to provide any actual resolution or escalation. Given that this is not the first time Ive experienced this kind of issue with Shopify, I am compelled to take further steps if this is not resolved immediately.

  

  Business Response

  Date: 31/05/2025

  Hello **** ***,
   
  As previously communicated, this matter is considered closed. The funds will be released on May 30, 2025 according to our standard 120-day hold policy.
   
  Please direct any further inquiries to the Merchant Trust team under ticket ID ************************************.
   
  Best regards,
   
  Lali | Operations Lead, Shopify