Complaints

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:22/01/2025

  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 had a Shopify account for many years now, my bank details had not been changed since 2020.For some reason on May 20th 2024 - my payout failed. I got an email regarding this and haven't had a payout since.I've been trying to update my bank details and reach out to their customer support several times since then but I am receiving no help. I get the same "copy paste" response of "this will be forwarded to our payments team who will email you" the last advisor told me 3-5 business days - I've heard nothing and the open tickets are pointless because nobody responds to them again If you see screenshots attached I have had over 3000 worth of sales on my store since then, as a small business (as any size business) this needs to be paid out to me, I've even spoke with my bank directly to see if it an issue my end and they couldn't even find an attempt for the money going in on 20th May '24 All I want is a resolution and my money paying out and my payouts fixing to resume business as usual. All payments my end are up to date and I've not missed any even during all of this Also my address is: ************************************************************************************************************************************************** (your system would not allow me past the postal/zip code page with these details)

  

  Business Response

  Date: 29/01/2025

  Hi *****,
  
  May name is ****** and I'm a Support Lead at Shopify. I recognize you've experienced some issues with your payouts and I'm here to provide you with some 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. 
  
  In order to ensure your information is kept secure, our team has contacted you within ticket ID ************************************. If you have any further questions, please reach out within this ticket.
  
  Thank you,
  
  ****** | Support Lead

• Initial Complaint

  Date:21/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting charged since July $5.05 for a service I have NEVER signed up for. I signed up for the trial and canceled but for some reason I am being charged monthly. I have tried contacting them and did everything dry thing they asked for and they keep saying the information I am providing them is not the full invoice number and they are unable to locate it. I talked to my bank and they stated the info I am sending them is the full invoice number. So I cannot provide something I do not have. I cannot afford to keep being charged every month for something that I dont use. I have a family and am already struggling and this is not helping AT ALL! They refuse to refund me because the cant locate the invoice. I have given them everything I have as proof. I have bank statements showing they are taking money out of my account. This is completely ridiculous and I need to get this resolved and get my money back and I need my banking info cleared from them because I do not wish to have money taken out of my account.

  

  Business Response

  Date: 28/01/2025

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I regret to read that you have an unknown charge to your account. 
  I have spoken with our Specialists from our Money Team and they have advised that they have reached out to you via Ticket No - ******** and resolved the issue. If you have any further questions or need any more information please reply directly to the open ticket as this is the quickest and most direct route to the correct specialist.
  
  I hope this resolves the matter.
  
  Regards
  *****
  

  
  

• Initial Complaint

  Date:21/01/2025

  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 paid for a Domain Name for my Business store. Setup the one Store with a Shopify plan. Then on the very next day my Store was shut down with no information. That's money lost and a Business that is stalled due to lack of customer support. No help, no emails, no phone calls, just online chat with no real answers. I paid for the Domain Name and a yearly plan. I can no loner access the Domain Name I purchased for my Business. Support has not helped. I've been waiting for a resolution for over a week and nothing has been done by this company to ******* company startup is now in jeopardy because this Shopify company does not want to help. They have my URL hostage and are not giving me access to move it.I spent one day trying to setup this online store and the next day its shut down with no real information. Saying I did not follow some AUP policy with no information as to what I did not setup correctly. My business has been formed properly to do business in the ** and this company has terminated my account and now they have my company's URL domain name hostage.

  

  Business Response

  Date: 24/01/2025

  Hi ******, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your account. 
  
  I'm pleased to inform you that your store has been reinstated, and you should now have access to your domain. Our team sent you a message about this on January 22 on ticket ID ************************************. Please respond to that email directly if you have any other questions about this issue.
  
  Thanks, 
  
  ***** | Shopify Support Lead

• Initial Complaint

  Date:21/01/2025

  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.

  I NEED SUPPORT! ive been trying to contact you guys for a while now! and your emails dont work, your chat does not work! there is no way to contact you and i am getting really really ******., this cant be legal! you have email address on your invoice but it does not work!

  

  Business Response

  Date: 29/01/2025

  Hi ****,
  
  My name is ****** and I'm a Support Lead here at Shopify. I recognize that you have been trying to get in contact with our Support team and I'm here to provide you with some further guidance. 
  
  Shopify does have a Support team that is available 24/7. You can contact our Support team even if you are unable to login to your store. I have included the steps to seek support, for future reference.
  
  1. Visit our Help Center link : ***********************************************;
  2. In the chat window, type the phrase 'can't login' 
  3. A prompt will come up in the chat window that says 'Login help', click that prompt 
  4. The left hand side of the page will change, click the option to 'Send us an email' 
  
  The process is the same if you are using mobile, however after clicking 'login help', you will need to minimize the chat to see the option to 'Send us an email'.
  
  In regards to your previous efforts, I can see that you were in contact with our team in Ticket ID: ******** but did not respond back with the required information. I have sent you a new email directly, so that we can work together within Ticket ID: ********. Please respond within that ticket, so we can ensure your information is kept safe and secure.
  
  Thank you,
  
  ****** | Shopify Support Lead 

• Initial Complaint

  Date:21/01/2025

  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 decided my store was high risk after a customer fraudulently filed filed a charge back. Which I accepted as I was ready to move my business to another e-commerce provider because of their lack of professionalism and customer service, way before this incident.I emailed their Resolution Team to release my domain. Which I paid for. Their response was, Due to your account closure, we cannot release your domain.They have absolutely no right to hold onto my domain. They have been dragging their feet for the past 3 weeks with my website shut down. Now that I want to use my domain on a reputable e-commerce site it is a problem again.

  

  Business Response

  Date: 27/01/2025

  Hi Moyo,

  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about the experience you've had; however, I'd like to direct you to ticket 86dc02cb-2bd2-457c-ae72-74c2198fa35e, as it contains new information relevant to the issue. Please continue communicating through the outlined ticket for any new potential queries.

  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:21/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase an item through a company that Shopify supports, a company that misrepresented the item and sent something totally different. I attempted to file a complaint with Shopify based on their complaint process and the website for Shopify will not accept the complaint.

  

  Business Response

  Date: 22/01/2025

  Hi *****,
  
  My name is ********, I'm a Support Lead here with Shopify, thank you for taking the time to share your experience with us. If you have an issue with a purchase you've made, we encourage you to first contact the merchant directly. Shopify doesn't directly run the stores we service, or have involvement in the day to day running of the business, customer service or order fulfillment.

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

  If the merchant continues not to respond, it may be best to consider contacting your bank or credit card company that you paid with, and let them know you have made a purchase with your account and the store is not fulfilling their obligations. Your bank or credit card company will give you the next steps to follow based on their protocols.

  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:20/01/2025

  Type:Order 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 signed up for Shopify through one of their affiliate marketer's ads that is on a webpage belonging to shopify.com. The affiliate would create a store for you and fill it with some "hot products" and you would get a 3 month trial at shopify.com for $1 a month if you signed up through his link, which I did. The last 2 months, shopify.com charged me $1 each month. The 3rd month, they are trying to charge me $39. I contacted support and the first support person told me I may have been in the wrong geolocation for the 3 month offer and would only get a 1 month trial for $1, but she couldn't answer if my geolocation was or was not in an area that would be ineligible. Then she said that it wasn't ******* who charged me, it was a 3rd party add-on. I looked at the add-on and it's a pay per use add-on. I haven't done anything with my store since the 2nd day I signed up and was going to cancel during my 3rd month if I didn't find some use for it, which I didn't find a use. Then I looked at the invoice and it clearly stated the charge was for my shopify subscription. The support person lied about it being a 3rd party charge. The amount of time I had to spend chatting with support was ridiculous and felt they were purposely trying to just make me give up. She finally said that she was going to escalate my issue and I would hear from someone the same day, which I never did. The 2nd support person said I signed up for a 1 month trial. I took a screenshot of the exact page I signed up for, which said 3 month trial for $1/month and even though the page was part of their site, he told me to contact the affiliate marketer. I told them that they aren't going to be able to do anything because they are not the ones charging me. I did email the affiliate's support and haven't gotten a response. When I clicked to sign up, it was on shopify.com, it never said I am not eligible for a 3 month trial. I am more than willing to pay them $1 for the third month, not $39.

  

  Business Response

  Date: 29/01/2025

  Hi *****,
  
  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about your experience; however, the information provided to you in ticket ******** is correct. Please rely on that information.

  Should you have any further queries, please direct them to the above mentioned ticket, as the BBB is a public platform and account details cannot be discussed here.

  
  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:20/01/2025

  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.

  Somebody opened an account using my email address on 1/15 and uploaded 20 items to the store. The only help available to me was a chatbot that instructed me to change the password and shut down the store. I made several attempts to do this. However, these password change emails do not come to my email address; only store status emails like these uploads and the trial status emails. I returned to their support page to speak to a human about taking this site down because I don't know what it is doing, but there is no way to do that without opening a store. If this site is doing fraudulent activities and gets investigated, this is going to bring legal problems to my house, and apparently, that is not a concern for Shopify. I get it, hire only the minimum to maximize profit, but there should always be an open ear for potentially fraudulent activities. If even to clear up misunderstandings.

  

  Business Response

  Date: 27/01/2025

  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. I have reached out via email on ticket id: ******** with more information. 
  
  If you have any questions or concerns please feel free to respond to that email directly. 
  
  Thanks, 
  Jack | Shopify Operations

• Initial Complaint

  Date:20/01/2025

  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 store on Shopify. 2 different customers purchased items last Thursday thr 16th and my payout is not being scheduled for 5 days later. My store is set up for an "every business day" payout. I attempted to "chat" on 3 different occasions as this firm DOES NOT OFFER PHONE SUPPORT! Maddening! Found out today that my concern wasn't even escalated! They are holding my money without cause and I am very concerned about their fiduciary mishandling. I wish my fund to be deposited TODAY!

  

  Business Response

  Date: 22/01/2025

  Hi ******,
  
  I hope this message finds you well. My name is ****, and Im an Operations Lead at Shopify.
  
  Thank you for reaching out regarding your payout schedule. I understand how important it is to receive your funds in a timely manner, and I appreciate your patience. While I see that your payout settings are scheduled for every business day, I want to clarify that this does not guarantee immediate deposit of the funds. Payouts are subject to bank processing times, which means the funds may not appear in your bank account right after they're sent, even with daily settings in place.
  
  Typically, banks take between 1-3 business days to process deposits. Unfortunately, this is beyond Shopify's control and I recommend discussing it further with your bank. Additionally, please keep in mind that payouts cannot occur on weekends or public holidays, which also affects when the funds reach your account. For more detailed information, you can review our help document titled "Scheduling your Shopify Payments Payouts" here: **********************************************************************************************************************************************************************.
  
  I also took the liberty of reviewing your account, and I can confirm that your payouts are not on hold; they are scheduled as expected.
  
  
  Warm regards,
  ****, Operations Lead | Shopify

  Customer Answer

  Date: 24/01/2025

  Complaint: 22834631
  
  I am rejecting this response because:
  
  While I appreciate your response, you must think I'm an idiot.  It wasn't that my "payout wasn't received" IT WAS THAT YOU DID NOT INITIATE IT ON YOUR SIDE/SEND IT TO THE BANK FOR 5 DAYS!!!! 
  
  Shopify, **** has obligated to me that I receive every business day payouts.  The transactions in question took place on Thursday so the funds should have been processed for deposit on Friday, THE NEXT BUSINESS DAY!    Instead, Shopify waited until Tuesday to send the funds to my bank!

  I thought my complaint was quite clear but your response does not address nor resolve the issue.  ****, if you reviewed my account as you said you did, its obvious that you missed the mark!
  
  As a dealer for 25 years, I will no longer use your site to receive my payments as Shopify, **** has proven to be fiduciarily unreliable.  Shame on you!  

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

  

  Business Response

  Date: 27/01/2025

  
  Hi ******,
  
  Thank you for following up with your concerns. As mentioned in our previous response, the bank takes between 1-3 business days to process deposits, please keep in mind that payouts cannot occur on weekends or public holidays. 
  
  Therefore if a payment is made on January 17th (Friday), the funds will not be deposited over the weekend, meaning the funds were then appropriately deposited on January 22nd (Wednesday) - the third business day from when the original payment was made. 
  
  For more detailed information, you can review our help document titled "Scheduling your Shopify Payments Payouts" here: **********************************************************************************************************************************************************************.
  
  Unfortunately, this is beyond Shopify's control and I recommend discussing it further with your bank.
  
  
  Warm regards,
  
  ****, Operations Lead | Shopify

  Customer Answer

  Date: 28/01/2025

  Complaint: 22834631
  
  I am rejecting this response because:
  

  I'm not sure if you're just not smart or you're purposely evaded the real question?  I would like a manger or senior person to review you responses and my rebuttal.
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:20/01/2025

  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.

  Subject: Formal Request for Immediate Release of Withheld Funds and Response to Service Discontinuation Dear Shopify Merchant Trust Team,Thank you for your correspondence dated February 28, 2024 (Ticket ID: 4fbefc36-7263-4a88-a1f0-29a9f3613f8b), in which you informed me that my business presents a level of risk that precludes further support from Shopify. I appreciate your clarification regarding the limitations imposed by security and privacy considerations, which prevent disclosure of the specific outcomes of your internal reviews and investigations.However, I am dismayed to learn that my funds have remained in your possession for nearly a year. I therefore request the immediate return of these funds. Should the matter remain unresolved, I may be compelled to pursue legal remedies.I trust that we can reach an equitable resolution and appreciate your prompt attention to this matter. Should you require further details or clarification, please feel free to contact me directly.Thank you for your time, and I look forward to your timely response.Sincerely,**** On Wed, 28 Feb 2024 at 20:22, Shopify ********************************** wrote:Hello, This email is to inform you that after reviewing your information and website we have determined that your business presents a level of risk that we will be unable to support with Shopify. We know this is not ideal, however we won't be able to help with your business.Please note that for security and privacy reasons we are unable to divulge the results of our reviews and investigations. Thank you, Shopify Merchant Trust Team Ticket ID: 4fbefc36-7263-4a88-a1f0-29a9f3613f8b

  

  Business Response

  Date: 23/01/2025

  Hello *** ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the release of your payouts. 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 that our Merchant Trust Team has been in contact with you via Ticket ID: 4fbefc36-7263-4a88-a1f0-29a9f3613f8b on January 20th and the issue has been resolved. Should you have any additional questions or concerns, please respond directly to that ticket ID, as the team is well-equipped to provide the necessary assistance. 
  
  Thank you,
  *****