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:20/01/2025

  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.

  I am reaching out to seek your assistance regarding a persistent issue with my Shopify account (Lace Off / ********************************** that has remained unresolved since August 22, 2023.On that date, Shopify attempted to charge an invoice, but the transaction failed due to insufficient funds in my account. Since then, all subsequent credits, amounting to over 3000, have been placed on hold. Although my account now has sufficient funds and I updated my account details before Christmas 2024, Shopify has not been able to process these pending transactions.Given the significant impact this issue has had on my business operations, I am requesting your support in facilitating communication with Shopify or providing guidance on how to resolve this matter efficiently.

  

  Business Response

  Date: 27/01/2025

  Hello *********,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout hold. 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 our Merchant Trust Team has sent you an email on January 27th, 2025 via Ticket ID: ************************************ that requires your immediate attention. Please respond back to our team via this ticket ID and continue working with them to resolve the issue you are experiencing. 
  
  Thank you,
  *****

• Initial Complaint

  Date:17/01/2025

  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.

  Shopify asked me to verify my business that has been in place for years. I entered my EIN which has been the same EIN since i opened. They are saying they can not verify my EIN and asked me to resubmit the documentation. I provided all documentation, my W9, my EIN form, etc. immediately upon request. They have been withholding my payouts for a week now and are holding over $12,000 of my income. I can not continue opening my business without making any money. I have reached out to shopify support daily and sometimes several times a day, at least 10 times without any information or timeframe to fix this.

  

  Business Response

  Date: 22/01/2025

  Hi ******, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. For context, our team may, at times, request specific documents or information from you in order to verify your Shopify Payments account. This is outlined in our Shopify Payments Terms of Service section B3 (*************************************************************). 
  
  We appreciate you submitting the requested information, and I'm pleased to inform you that the hold on your payouts has been released. Our team sent you a message about this on ticket ID *************************************-8c34-5263166a7ad7. Please respond to that email directly if you have any other questions about this issue.
  
  Thanks, 
  
  ***** | Shopify Support Lead 

  Customer Answer

  Date: 03/02/2025

  Thank you for your help. The issue has been resolved. 

• Initial Complaint

  Date:17/01/2025

  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.

  My store was closed a couple months ago very abruptly and since then Ive been waiting for my funds. Im owed around $2.2k from you all and talking to live chat is not doing anything to help my cause. All my funds before termination were being deposited into my Shopify Balance Card. I still have my balance card but it wont work at the *** because my account is still closed. You all take weeks to respond emails and this is ridiculous. I need my money and I am not waiting the weeks on ends you all made me wait the first time. I am willing to make a civil claim.

  

  Business Response

  Date: 19/01/2025

  Hi ****, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 

• Initial Complaint

  Date:17/01/2025

  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.

  Unable to have all my Accounts deleted with ********************. Reached out by email form provided by website. Response gave links only to delete my accounts. The response did not work. Emailed again and no response. Every time I log into a website to make purchase, Shopify automatically sends a code via text, even if you do not make a purchase. I do not have unlimited text, and these annoying text codes, I am being charged .25 cents by my phone carrier for each text. Concerned this Company is located in a foreign country. I am asking BBB to assist in communicating with this Company to Delete all my Accounts. I am concerned my data may be comprised by this business..Thank you BBB,***** ******

  

  Business Response

  Date: 27/01/2025

  Hi *****,
  
  My name is **** and Im an Operations Lead at Shopify. Thank you for reaching out regarding your attempts to delete your accounts.
  
  Based on the information you've provided, it seems that you have saved data in the Shop App, as well as an email and phone number associated with our Shop Pay system. To proceed with deleting your information, please visit the following link: *******************************. If you require guidance on the prompts, you can find detailed instructions in our help document here: ***************************************************************************************;
  
  Once you've completed the account deletion process in the Shop App, the following details will be removed:
  - Email address
  - Phone number
  - Order and delivery history
  - Shop Pay information, including credit and debit card numbers, as well as billing and shipping addresses
  - Any Shop Cash balance associated with your Shop Pay account
  
  Thanks,
  
  Lex | Shopify Operations Lead
  
  

  Customer Answer

  Date: 30/01/2025

  Complaint: 22824631
  
  I am rejecting this response because:  They provided the same response as before providing a link that does not work.

  I am unable to delete any stored data and I am still getting charged by my Testing Phone carrier 25 cents for every text.  Shopper's beware.  As you can see from the response, the business has no intentions of helping with this situation.  I have notified several Business's where every time I try to make a purchase, Shopify sends a text message twice resulting in being charged 50 cents.  I can no longer SHOP or make purchases at these Business's because Shopify will not delete my information.

  Question:  Why does this have to be this difficult?
  

  BBB, thank you for your support for helping me resolve the issue. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 30/01/2025

  Hi *****,
  
  Thank you for your response. I've personally tested the link prior to sending it to you, and I've done so again upon receiving your rejected response. I can confirm that the link "*******************************" is operating as expected. Please follow the steps below to delete your Shop account:

  1. Enter the link "*******************************" into the search bar. Make sure you don't have a period at the end of the URL.
  2. Enter the email associated with the Shop account. Once you do so, you'll receive a text message with a code. Alternatively, you can request the system to "send email code". 
  3. Once you've received the code, enter it into the system. You'll be brought to the next page with the following message:

  Delete your Shop account
  Once deleted, Shop wont remember the info you might have shared including your: 
  - Email address
  - Phone number
  - Order and delivery history
  - Shop Pay information including credit and debit card numbers, billing, and shipping addresses
  This action cant be undone.
  
  4. Click on the purple button that states "Delete Shop Account".
  
  Once you have completed these steps, all of your Shop account information will be deleted. 
  
  Best,
  
  Lex | Shopify Operations Lead
  

  Customer Answer

  Date: 03/02/2025

  Complaint: 22824631
  
  I am rejecting this response because:
  
  Dear BBB, the link in their solution does not work for me.  Once I click on link, it never opens.

  The only acceptable resolution is deleting my account from the ******************** side.  As stated in my last response, I can no longer do any business with retailers who use SHOPIFY since I am being charged for every text I receive from them.  SHOPIFY will not stop sending text messages to my phone number.  I am looking for other work a rounds to block this SHOPIFY from my phone number.
  

  I feel the Business SHOPIFY has not intentions of resolving/deleting my account with them.

  Why is it so hard for this Business to delete my Account.  Does not make any sense??

  BBB, again thank you for letting me share my horror of unwanted text messages and the expense it is costing me.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/02/2025

  Hello,

  The good faith effort from SHOPIFY has not solved my issue.  The resolution provided does not work.

  Why would only a good faith effort be sufficient?  If the BBB Serving OTTAWA feels this resolution is resolved, then you are not serving the greater good of the public.
  

   

  

  Business Response

  Date: 04/02/2025

  Hi *****,
  
  Could you please confirm that you've completed all the steps outlined in my previous message, specifically clicking the "Delete Shop Account" button? It would be helpful if you could provide a screenshot of the page that appears after you click the button.
  
  If you've followed all the steps and are able to share a screenshot, could you please clarify why you believe your account information hasnt been deleted? Are you still receiving text messages from Shop confirming your account when you check out on merchant stores?
  
  Gathering this information will help me verify that all necessary actions have been taken and identify any potential errors.
  
  Thanks,
  
  Lex | Shopify Operations Lead

• Initial Complaint

  Date:16/01/2025

  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.

  I purchased a Ninja SLUSHi Professional Frozen Drink Maker on Shopify from a store called Culinary Tech Store. On Jan. 15th, of 2025 for $292.32. Today I was wondering why I hadn't been told it shipped yet. So I clicked the link in the email to check my order, and the virtual shop doesn't exist anymore. There is no customer service i can call. And their AI chat bot just runs you in circles. So I can only assume that the store front was a fake, and that as soon as I bought the item, they took the money and shut it down. The order number is 1005. The confirmation number is H208MYUF6. Since I can't imagine Shopify can make a slushie machine appear, I want them to refund me. And they can go after the fake store for compensation.

  

  Business Response

  Date: 21/01/2025

  Hello Chelsea, 

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

  Thank you for advising you have already reached out to the merchant you placed your order with. This is the best course of action as Shopify does not 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 havent received a response from the merchant within 30 days, you can report the issue using the appropriate form here > **************************************************************************.
  

  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. 
  

  Regards

  *****

  Customer Answer

  Date: 21/01/2025

  Complaint: 22822242
  
  I am rejecting this response because: ************ can't just hide behind, oh technically it wasn't us, so we don't have to do anything. If the business wants to make money letting other people sell products on their site, then the company needs to insure that the customer is protected. The company authorized this seller and their products. False advertisement is illegal, which Shopify is allowing through their site. And Shopify made money off this purchase, they wouldn't be in business otherwise. So if they made money off the sale of a fraudulent item, they are 100% partially at fault. Why isn't anyone on your end helping me reach out to the seller? Your site helped take money out of my account and put it into theirs. You can do the same with the roles reversed.
  
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 22/01/2025

  They were an online vendor through Shopify. There is no phone number or address. But I can give you the store's name again, and the email they said to contact.

  Store Name: CulinaryTechStore

  Email that sent confirmation: ************************************************************************************

  Email in the letter of who to contact: ********************************************************

  Name of Vendor: I would assume is ******. But since the shop was fake, the name and email may be as well.

   

  Customer Answer

  Date: 22/01/2025

  I have a lot more pictures I could send. I thought I sent them with the original complaint. But I don't think they went through, since the site is only showing today's newest pictures. I'm hoping these new pictures help show that I did buy something from a Shopify vendor, and that I have never received my purchase. As it should have come in by Monday.

  

  Business Response

  Date: 28/01/2025

  Hello Chelsea, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you have not received your product. 
  Shopify provides a platform for Merchants to create stores and sell their products. We do not have any involvement in any day to day running of the store like capturing payments, fulfilling orders or customer service. If you feel that the store may not be a legitimate business there are options available to you. You can contact the store directly for a refund which may not provide any useful outcome. If that happens you can report the Merchant at this link - ********************************************************************************. The next step is that you can contact your bank or credit card provider and start the chargeback process. This will hopefully help you retrieve your money. 
  

  I hope this helps resolve your issue. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 28/01/2025

  Complaint: 22822242
  
  I am rejecting this response because: You said the same thing last time just worded differently. So I can too. If shopify authorized an account for this guy, then they are using their brand name to say hey, you can trust this seller. Shopify also made money on the sale of an item that doesn't exist. Which means you took money from me as well. Shopify can't use their brand to make money off of sales, then say they aren't responsible when someone trusted their site.

  Your reporting tool is useless. It wants less information than what I've given the BBB. And what would you do with the info? Apparently not help me get ahold of the seller, as you could have done that already. **** down their store front? They did that themselves the day after they had my money. Give me my money back? Also no, cause Shopify wants to act like an innocent bystander.

  I've already tried contacting the "seller". I've had no response, because it was probably a throw away account. As for my bank, I've already had them working on this for the past week. I'm hoping their able to resolve this, because your company sure as h*** ain't. And until I get my money back, I will continue to reject any reworded corporate jargon you give.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/02/2025

  Hello Chelsea, 
  

  ***** here again from Shopify. I am sorry that you think I am giving you corporate jargon. What I have said is the truth of the matter. Shopify has no involvement in any stores activity. Our Specialists have no insight into any account details unless we are speaking directly with the Account Owner who has a problem on the account. We do not have access to orders or anything else. Please submit the complaint form as I have previously advised and work with your bank or credit card provider on the chargeback process to resolve the issue. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:16/01/2025

  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.

  On 01/15/2025 Shopify shut my store down my store saying that the card I have been using was deemed fraudulent when I have been using the same card to pay for the monthly subscription. I keep my card locked so I dont have unauthorized transactions. The card isnt fraudulent and by them closing my store it has hurt my clothing brand massively. Some at Shopify billing needs to look into their system and fix whats going on just because someone card declines your transaction that you try to charge a whole day earlier than when the plan is due. On top of them not crediting my account correctly even though I clearly saw the credits that were supposed to be applied. Shopify expects customers to pay bills that are incorrect and then wait months to just be refunded, this is not a good business practice.

  

  Business Response

  Date: 21/01/2025

  Hi ******,

  My name is **** and I am an Operations Lead at Shopify. Thank you for notifying us about your store closure and for sharing the screenshots of your invoice.

  After reviewing your account, I found several tickets that have been escalated, with the earliest one raised less than three business days ago. Our escalated team requires some time to work through their queue, so we appreciate your patience as you await their response. They will reach out to you directly to address your concerns.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 21/01/2025

  Complaint: 22819605
  
  I am rejecting this response because:
  I received a response and I feel as if this terms of service statement is wrong my card is locked so companies cant just charge me whatever they want I have to approve it Shopify even allows you to lock the card they give you so individuals on the platform should not be deemed fraudulent because the card is locked its the same card I have been using and after this I will not be compensated for my troubles I have currently missed two product releases due to this mis hap
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 28/01/2025

  
  
  My name is ****** *****, and I am filing this formal complaint regarding Shopify due to ongoing issues that have severely impacted my business, Nova Deluxe. Shopifys practices and lack of effective support have caused financial losses, operational disruptions, and unnecessary frustration.
  
  
  The issues I have encountered include the following:
  1. Billing Discrepancies: Shopify attempted to charge me an incorrect amount, and despite multiple attempts to resolve this matter, no proper solution was provided. This led to my store being disabled, causing me to lose revenue during critical sales periods.
  2. Unjustified Store Disabling: Shopify disabled my store without clear warning or adequate assistance to resolve the issue. This unjustified action disrupted my business operations, tarnished my reputation, and hurt my customer relationships.
  3. Lack of Phone Customer Support: ******************** does not offer phone-based customer service. The only available support comes from advisors who have limited access to the Shopify platform and cannot adequately address or resolve critical issues. This creates unnecessary delays and forces merchants to rely on an inefficient support system.
  4. Failure to Protect Merchant Interests: Shopifys approach demonstrates a lack of accountability and responsibility to the businesses that depend on its platform. This undermines the trust merchants place in Shopify to operate their stores effectively.
  
  
  Shopifys failure to provide meaningful support and its systemic issues have left me and other merchants with financial losses and unnecessary challenges. I request the Better Business Bureau investigate Shopifys practices to hold them accountable and advocate for improvements to their support system and policies.
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  ****** *****
  Owner, Nova Deluxe
  Contact: *************************************
  
  

  

  Business Response

  Date: 06/02/2025

  Hi ******,

  Thank you for your response. The information youve provided me is not suitable to be discussed here due to the public nature of this platform. As such, Ive sent you an email with the ticket number ********. Please respond to that email directly so that we can move forward with resolving the issues at hand.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 08/02/2025

  Complaint: 22819605
  
  I am rejecting this response because: once again they send a support agent that cant do anything but escalate it to a different department this is the reason I contacted BBB in the first place escalation process takes too long I cant even contact customer that have placed orders with my business 
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/02/2025

  Hi ******,

  Thank you for your response. It is standard practice for terminated stores to be escalated to the team that initially reviewed the account. 

  I understand you have been waiting for a response, and Im happy to inform you that your account has been reinstated after the completion of the review process. You can find the details of your reinstatement sent to you under ticket number 80288c43-596e-4c75-8a6e-1041f74a3448.

  If you have any additional questions, please reply directly to the email you received.

  Thanks,

  Lex | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 12/02/2025

  Complaint: 22819605
  
  I am rejecting this response because:
  Shopify continues to give me issues now I cant pay my bill because my card is locked on top of the time Ive missed running my business causing me to lose about 20k in profit and they arent offering any type of compensation for the systematic error that occurs while using their platform.
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:16/01/2025

  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 am writing to formally raise a claim regarding the termination of my Shopify store, which I believe constitutes false advertisement and a breach of fair business practices. Specifically, Shopify terminated my store(s) without warning or a valid explanation, which is inconsistent with your advertised claims of supporting entrepreneurs and fostering business growth.Shopify advertises itself as a reliable partner for businesses, yet my experience has been to the contrary. My store(s) were shut down without clear reasoning or prior communication, leaving me unable to continue operations and significantly harming my business.Key Points of My Claim:False Advertisement: Shopify promotes its platform as a fair and supportive environment for businesses. However, the lack of warning and clarity in the termination process contradicts this ********** Justification Provided: I have not been given any specific reasons or evidence to substantiate the termination of my store(s), which is unjust and ************************* and Reputational Harm: This termination has caused significant disruption to my business, resulting in lost revenue, wasted marketing expenditures, and potential damage to my brands reputation.Request for Resolution: I demand the following actions to resolve this matter fairly:Immediate reinstatement of my store(s), or a detailed explanation for why reinstatement cannot be done.Compensation for the financial losses incurred as a result of this unwarranted termination. This includes lost revenue and other expenses directly impacted by Shopifys actions.A review and amendment of your termination practices to ensure better communication and transparency with your merchants.I value clear communication and am hopeful that Shopify will resolve this matter quickly and amicably.

  

  Business Response

  Date: 17/01/2025

  Hello *****,
  
  my name is ****, and I serve as an Operations Lead at Shopify.
  
  I want to inform you that both of your stores have been successfully reinstated as of January 16, 2025.
  
  Regarding your shop, ijkbnt-qz.myshopify.com, we sent you an email on January 10, 2025, at 6:16 PM with the subject line: "Termination of your Shopify Account | ijkbnt-qz.myshopify.com." In that communication, we explained that after reviewing your account, we found it to be in violation of our Acceptable Use Policy (AUP). Consequently, we were unable to continue hosting your store, and your account was closed. Following this, you submitted an appeal, indicating that you received our notification. Your store was subsequently reviewed by our Merchant Trust team and reinstated on January 16, 2025. For further details, you can refer to ticket number 5bc18e03-620a-448c-9557-54c4f9767394, which contains additional information from our Merchant Trust team.
  
  For your second shop, 6kcwsn-fr.myshopify.com, we sent you an email on January 16, 2025, at 6:16 PM, with the subject: "Termination of your Shopify Account | **********************************." Similar to your other store, we found this account to violate our AUP, leading to its closure. After you submitted an appeal, our Merchant Trust team reviewed your case, and the store was reinstated on the same day. You can find more information regarding this case in ticket number d9e775d9-a09e-44c5-b717-39c8f7031042.
  
  It's important to note that routine reviews are conducted when a shop is flagged for AUP violations, as outlined in our policies and Shopify Terms of Service:*************************************************************************. Therefore, compensation for this process is not applicable. If you have any additional questions about the review process or the timing of your account's closure, please reach out to our Merchant Trust team via the provided tickets, as they are best equipped to assist you.
  
  With both of your stores reinstated and active, we consider this matter resolved.
  
  All the best,
  Kody | Operations Lead, Shopify
  

  Customer Answer

  Date: 07/02/2025

  I would like to submit a revision to me previous complaint. Shopify has again shut down my store in the exact same manner as before. I have done nothing wrong, and I was given zero warning ahead of time. I expect a swift resolution once more and financial compensation for the lost sales and traffic I am getting as a result.

  

  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 store termination issue.
  
  Regarding your shop, unacgu-j8.myshopify.com, we sent you an email on February 7, 2025, at 9:39 AM with the subject line: "Termination of your Shopify Account | unacgu-j8.myshopify.com." In that communication, we explained that after reviewing your account, we found it to be in violation of our Acceptable Use Policy (AUP). Consequently, we were unable to continue hosting your store, and your account was closed. Following this, you submitted an appeal, indicating that you received our notification. Your store was subsequently reviewed by our Merchant Trust team and reinstated on February 9, 2025. For further details, you can refer to ticket number 84385cbf-1de6-4dd3-bf04-8c54e0e6e404, which contains additional information from our Merchant Trust team.
  
  It's important to note that routine reviews are conducted when a shop is flagged for AUP violations, as outlined in our policies and Shopify Terms of Service:*************************************************************************.
  
  For any additional inquiries, please refer to ticket number 84385cbf-1de6-4dd3-bf04-8c54e0e6e404. Our Merchant Trust team is specially equipped to address your questions.
  
  All the best,
  
  Kody | Operations Lead, Shopify
  
  

• Initial Complaint

  Date:16/01/2025

  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.

  Need to update *** to process payments on my website and take orders. Cannot do it myself, I am told to contact support. Talked to 3 advisors who cannot help, told they will escalate to another department. I have customers who want to purchase my products but cannot because shopify is taking their sweet time in getting back to me. Please have shopify contact me asap to get issue resolved.This has happened before this year where my customers has reached out unable to make a purchase because the *** needs to be updated. Its the same number it's always been, I'm not sure why I'm having this issue again. Shopify has no one I could speak to over the phone to get this resolved. Thank you so much.

  

  Business Response

  Date: 23/01/2025

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your EIN. 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 Verification Team has been in contact with you via Ticket ID: ************************************ on January 19th 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,
  *****

• Initial Complaint

  Date:15/01/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 15, I received an email from Shopify regarding updates to my Shopify Balance accounts. I do not have a Shopify account and this has happened before, with someone using the same email address **************************** to open an account. I tried to get into the account by changing the password but the access is blocked by needing an authentication code or recovery code. I emailed the support team who escalated the issue to security to disable the two-step verification process. I received an email from security to verify my identity by sending photos my driver license and of myself. After hours of waiting, security sent me another email stating "Upon review, we were unable to verify your identity. As a result, we will not be removing any security features from the account." This means that they are letting whoever is using my email address keep their fraudulent account with my email address attached to it. I want Shopify to stop this from happening again. This is the second time I have had to go to them in order for an account to be removed because my email address was used. This is getting ridiculous.I am using a different email address for this complaint.

  

  Business Response

  Date: 21/01/2025

  Hi *******,

  
  My name is ********, and I'm a Support Lead here at Shopify. I regret to hear about your experience; however, I'm happy to confirm that the matter has been resolved, and this was communicated to you on January 16th, via ticket af126228-8d68-4fbb-a32f-1a61f08b94f7.

  
  Should you have any further queries, please respond directly to the above mentioned ticket.

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

  
  

  Customer Answer

  Date: 21/01/2025

   
  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:15/01/2025

  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.

  I purchased a shopify account in 2024 and never used it. I cancelled the account over three months ago but I am still being charged monthly. I tried to log into my account but it says the account has not been active in over three months. I cannot get anyone to answer my concerns.

  

  Business Response

  Date: 22/01/2025

  Hi *******
  
  Im ****, a Support Lead here at Shopify. Im glad you reached out about these unexpected charges.
  
  I've searched with the email address you provided [email protected] and can confirm that there's no invoices for the store associated with it. 
  
  If you may have created another store with a different email address you can recover the store details using this tool here: *******************************************************
  
  Once you find it, you can cancel the store to stop those charges. 
  
  If there's no other store, you could contact our support team with the details from the payments on your bank statement so they can help you find the reason for the charges: *****************************************;
  
  Kind regards
  ****