Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

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  Shopify

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

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

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  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

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

• Initial Complaint

  Date:03/09/2024

  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.

  On August 22, I tried to take out about $500 that I earned from sales on my shopify store. Shopify wouldn't transfer the money due to $35 refund that I already funded directly from my bank account. Their system isn't working to use that money to settle that balance due, and is holding my money which I need to fulfill orders. I followed up on this issue on August 29 and they told me my ticket was escalated and would reply ASAP. It is now Sept 3 and I've had no communication from them. I demand that they fix their system to either transfer the $35 to the right balance so I can take the money out to fulfill orders or bypass the hold on my account in order to get my payout asap. Ticket number ********.

  

  Business Response

  Date: 11/09/2024

  Hi *****,
  
  Im ****, a Support Lead here at Shopify. 
  
  The BBB is a public forum so I can't release account-specific information here, but I have reviewed the details you gave me. My recommendation is that you check the store's admin under Finances > Balance to see the transaction history and current balance, as this is the bank account that any failed payout will be trying to pull the funds from. 
  
  If the available balance in that Balance tab is greater than the amount of the failed payout, you will be able to retry the payout from the Payouts section of the admin. To do that, go to Finances > Payouts, then click "View failed payout" under the red banner, and then the "Retry payout" button at the top of the next screen that loads. 
  
  It may be that you transferred your own funds to the Balance account but didn't go through to retry the payout once the funds were there to use. Once the debit payout is processed successfully, payouts will resume as usual. 
  
  Kind regards,
  ****
  Shopify Support Lead

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22233530
  
  I am rejecting this response because I have brought this to the attention to their customer support over 3 weeks ago. We tried to retry the the payment but the system gave an error. The customer support couldnt tell me how to fix it and they escalated it however I havent gotten one response about the issue. Im being kept about $500 over a $35 payment issue which WAS made since I have proof Shopify took it from my bank account but their system cant seem to recognize it. Either fix the issue and release the money or release the money in my account and fix the issue separately.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 17/09/2024

  Hi *****,
  
  **** here again. I see now that I'd overlooked the request waiting on our Shopify Payments team during my initial review, and really appreciate that you prompted me to review further.
  
  The good news is that the payout errors are now fixed and the balance you were waiting on has been paid to you successfully. The subsequent payout has also been sent, and the latest one is scheduled as expected. 
  
  I apologise for impact the overall delay in resolving this one may have had on your and your business; it's not our normal for a payout error to wait so long to be addressed, and I've escalated feedback about it on your behalf. 
  
  Kind regards,
  
  ****
  Shopify Support Lead

  Customer Answer

  Date: 17/09/2024

   
  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. Thank you for finally fixing the issue!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 17/09/2024

   
  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. Thank you for finally fixing the issue!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/09/2024

  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 been holding my payouts for the whole month of August without any communication as to why and how to resolve it. I've contacted the customer service twice in the last month to get answers and has been getting promises that the Shopify team will come back with the explanation and resolution. Both times nothing happened. My money has been held without any reason and without any communication from this company. They do not have a phone number or email address to contact them and all I'm getting from their customer service chat is promises that are never kept!

  

  Business Response

  Date: 10/09/2024

  Hi ********, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for reaching out about the issue with your store. I understand that your payouts have been on hold, and you are looking for an update. I recognize that this would be a difficult situation, and I apologize for any delays or miscommunication. 
  
  Our team has reviewed your account and removed the hold on the payouts. We have sent an email with the ticket number 9373f200-712b-42be-ac90-a8f1c3d274ce. Due to the public nature of this platform, we are unable to share specific information about your account here, so please respond to that email directly if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead 
  
  

• Initial Complaint

  Date:02/09/2024

  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 is holding over 30k as PENDING transactions with no accountability. I have confirmed that there are no holds on my store. Their Payout Team has minimal hours and I have found a multitude of merchants that have the same problem. My company cannot sustain the fulfillment of the goods and the indefinite holds with no prompt resolution. I have engaged in the black hole of Help Chat. The staff is well mannered and sympathetic but can only refer me to a team that is unresponsive to the long standing PENDING funds situation.

  

  Business Response

  Date: 10/09/2024

  Hello ****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for bringing your concerns about your Shopify Payments payouts to our attention. I have reviewed the email address you provided and see that you are currently in communication with our Shopify Payments team through ticket #********. I encourage you to continue working with the specialist assigned to your case, as they are part of our most experienced and knowledgeable department, best equipped to address your questions and provide the support you need.
  
  Thank you,
  *****

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone created a fraudulent account using my email address and set up two-factor authentication, making it impossible for me to log in to the account to delete the store they created. It was extremely difficult to reach customer support for help with this urgent issue. I first emailed ********************************** and received an immediate response that a support ticket would not be created, since their support email no longer accepts incoming messages. I was prompted to go to their ************ but the only way I could speak with someone was by logging in to an account (which was impossible for me to do since the hacker set up two-factor authentication). I then had to create a new email address and a new account just to speak with Shopify Support. Thus far, they have told me that "they can't close a store that is unauthenticated," and when I asked them to delete the whole account, they said that I will need to wait ***** business hours for the account security team to reach out to me directly. It should not be this difficult or time-consuming to handle urgent account security issues.

  

  Business Response

  Date: 09/09/2024

  Hi *******!
  
  My name is ****, I am an Operations Lead here at Shopify. I will be supporting you through this request. 
  
  Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss more details. The ticket number is: 50607734
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:01/09/2024

  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.

  In 2023 I was convinced to opening a Shopify.com online store, and after realizing the business I was offered was a scam, in November 2023, I've decided to close the Shopify account, which I did immediately, and was told by the Shopify support that, once the store was closed, they would stop the monthly payments charged in my credit card account for their services.However, they have never stopped charging my credit card. I've tried many times contacting them, but they won't provide an email or phone on their website. All they have as contact form is their online chat, but in order to get someone to chat with you, you need a log in and a online store, which I no longer have.So, they won't provide me a contact to resolve my issue, they still keep charging $42.80 on my account every month, without providing me any services or goods for over 9 months already.All I want is to stop the payments, but they won't let me do it. Instead, they get you into a loophole and never let you cancel the payments for the services they are already not providing to you.

  

  Business Response

  Date: 06/09/2024

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the cancellation of your store. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  *****

• Initial Complaint

  Date:29/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened up a small business Shopify merchant account on Monday, August 26, 2024. Within the first 20 hours of business I had over $2000 in sales. Shopify immediately set a hold on my account with zero information And then four days later terminated my account telling me that my platform was Not in accordance of their safety rules. I was not doing anything illegal, I had no disputes, no chargebacks, and I was simply selling services that were rendered in house. They have iced me out completely and will not respond to my emails or appeal. I feel very violated, robbed of my money, and I have employees to pay?! As *** investigated this through reviews, *** noticed hundreds of people are also in the same position I am. Their money is held hostage with no guarantee of return. How is this not a civil suit, or illegal. I want my money, I want an an answer, and I will never be using this platform ever again. If I do not hear from them before Sept 1, I will be filing a legal suit and contacting the state attorney general.

  

  Business Response

  Date: 06/09/2024

  Hello ********,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for expressing your concerns regarding the notice of your account termination. Based on the email address you provided, I have verified that our Merchant Trust Team has addressed your termination appeal through ticket ID: ************************************. Kindly respond to that ticket, and our Merchant Trust Team will be pleased to further assist you with this matter.
  
  Thank you,
  *****

• Initial Complaint

  Date:29/08/2024

  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 run a small business, and I had an order come through that was a low fraud risk and Shopify suggested to proceed with the order and fulfill itTwo months later, I get a charge back for this order, and on top of it I have a $15 fee from the customers bank that I have to eat as a business because Shopify didnt catch that the order was fraudulent from a stolen credit card.Shopify support is of no use and spoke to me like a child about the situation, Ive been running a business since 2019 and have not had a single issue like this until I moved to Shopify in January 2024. It has been nothing but trouble since then.

  

  Business Response

  Date: 07/09/2024

  Hello *****,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. I can see that you are looking for support with your store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss more details.  
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 14/09/2024

   
  Complaint: 22215621
  
  I am rejecting this response because I do not believe this is something Shopify was not responsible for, regardless of this responseas a small business owner I rely on Shopify to verify my fraud risks for orders, and if they are unable to do so accurately, why offer the service to begin with.

  There are many other options for web hosting other than Shopify and due to this years fumble from them (leaked my data, delayed payouts, and now this), I may end up shopping around for another host for my shop. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 24/09/2024

  Hi *****,
  
  I'm Lali, a Shopify Operations Lead. We emailed you regarding your request on September 10, 2024 via Support ticket: 50606819
  
  We recognize the challenges you have been experiencing with the chargeback (******************************************************************). I understand how challenging they can be to manage, and depending on your bank, they may pose significant issues for the stability of your account.
   
  Our fraud analysis system (**********************************************************************************************************) is among the best in the industry; and help identify fraudulent activity and flag high-risk orders.
   
  However, it is important to note that the transaction ultimately occurs between you and your customers. We strive to provide the most feature-rich and secure platform available. Shopify cannot predict whether a customer will initiate a chargeback and ******************** isn't liable for chargebacks that occur when using the Shopify platform. Shopify isn't involved in the decision-making of chargeback outcomes. 
   
  When chargebacks do occur, we offer a mechanism for you to respond directly to the customer's bank, as well as the option to contact the customer to resolve the issue directly.
   
  Regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 25/09/2024

   
  Complaint: 22215621
  
  I am rejecting this response because:

  If the fraud alert software is the best in the business, you would stand behind it more when it does show incorrect information on a fraud alert.

  Shopifys misstep is now costing me money out of my pocket as a small business that doesnt have the extra money to shell out when Shopifys fraud system doesnt work as it is supposed to. It is not MY fault as a small business that I took the low fraud alert Shopify gave this order and trusted this company enough to follow their suggested instructions of continuing to fulfill this order even though it was a fraudulent transaction I was unaware of at the time.

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

• Initial Complaint

  Date:29/08/2024

  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 was a shopify store owner, and decided to close my store without renewing my subscription. I deactivated my store about a week before the renewal time but still got wrongfully charged on 8/1/2024. So I contacted shopifys support immediately the same day, and requested a refund. Since then, the shopify support advisors have consistently assured me that the refund was processed and should reflect in my account. However, my bank has confirmed that no such transaction has taken place. (Please refer to ticket numbers: ********, ********, 49668916)In an effort to avoid being wrongfully charged, I was left with no choice but to submit a dispute through my credit card company. Shockingly, their billing team then denied the refund. I am appalled by this sudden change in narrative, as it is clear that the billing and support teams are not aligned and have been providing me with conflicting information.After another conversation with their support advisor on 8/21/2024, they finally have some other team involved to look at my case. However, they just let me wait forever without providing any timeline on when they can actually take action on providing me the refund. (Please refer to ticket number: 50097546)I request Shopify to fulfill their refund promise and act on it immediately.

  

  Business Response

  Date: 05/09/2024

  Hi ******,
  
  My name is ****, I am an Operations Lead here at Shopify. I will be supporting you through this request. I can see that you are looking for support with your store. 
  
  Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss more details. The ticket number is: 50514497
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:28/08/2024

  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 had a Shopify account for less than a year and they are constantly withholding our money. When we try to find out why, they come back with information that has no resolution and still withhold our money. We are still paying fees and now our very small business is struggling as Shopify owe us months of payments. They payout sometimes and say payments fail at other times with no reason. We have been emailing and speaking to online chats for weeks. They now owe us almost $3500 . It seems like a small amount but it is crippling for our small business .

  

  Business Response

  Date: 30/08/2024

  Hi *****,
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts. Ive had a look into the account, and I see that the payouts are on hold as there is action required on your end in your Shopify admin. 
  
  Due to the public nature of this platform, we are unable to share specific information about your account here. Please follow the steps provided by our Support Advisor **** on ticket # ******** on August 6th. I have also sent you an email with the ticket number ******** where you can respond if you have any questions or concerns. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  
  

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 22206973
  
  I am rejecting this response because:
  1. Its been months we no response as to why we were not receiving payouts.

  2. Today we spoke and the same account they used for our payouts they now say they no longer accept.

  3. We want to end our Shopify account as we have been paying monthly and now we need to move from Shopify as our business is ruined. 
  4 . We owe 3 months rent plus cant pay our staff. Shopify ruined us. 
  5. we have evidence of the previous conversation. It will not all load. 

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

  

  Business Response

  Date: 06/09/2024

  Hi *****, 
  
  Thank you for providing more context, I can appreciate that this would be a difficult situation to be in and I wanted to address the points that you mentioned. 
  
  First, the reason why the payouts are on hold is because of a bank account error that needs to be updated on your end. On August 26 and 27, a withdrawal from your bank account failed due to a bank account error. When this happens, your payouts are put on hold until you either resolve any issues on the bank's end, or connect a different payout account.
  
  If your bank account does not meet the requirements for Shopify Payments, you'll need to connect a different bank account. You can find the requirements here: *****************************************************************************************************************************************************
  
  Once the bank account is updated, the withdrawal will be retried and the hold on the payouts will be lifted. If you would prefer to close your Shopify account so that you are no longer billed, I'm happy to help with this. We'll just need you to respond to the email that I sent you on ticket # ******** confirming the myshopify.com URL of the store that you would like to close.
  
  Please don't hesitate to reach out if you require more assistance. 
  
  ***** | Shopify Support Lead
  
  

• Initial Complaint

  Date:27/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a store on Shopify for approximately the last 18 months. On 8/4/24 I did not receive my payout from a customer's purchase. After many on-line chats with Shopify's customer service, I finally learned that all my sales proceeds from "Shop Pay" were on a "pending" status and being held. I never received any prior notification from Shopify or a reason as to why this was occurring. When I repeeatedly asked about this, I was told that most of the time the merchant is informed via an email, but sometimes "the system doesn't do this." The only person who can communicate this to me is the "specialist" or the involved team. I have been given numerous differing explanations: a fee associated with a cancelled international order, my "remediation requirements are currently incomplete," documents need to be submitted to re-verify my store, standard protocol to review an account throughout the accounts's lifespan, etc. My case was escalated on 8/22/24 an I was informed that I should be receiving some communication within ***** hours. It is now 8/27/24 and I have not received any communication. The ticket # is: ********. To date, all I get are verbal placations: "rest assured we are diligently working on this, this is our highest priority, your ticket is in the queue, etc." Withholding my funds has caused me anxiety in that this is interfering with my normal business operations and I cannot ship current orders until I am paid. It also is interfering with my ability to pay my vendors. It is highly probable that any additional sale proceeds will be withheld, as well. I understand that I am obligated to comply with Shopify's TOS and TOU, but I wonder if it is legal to withhold funds without any explanation, and for what period of time. If this is a legal practice, then certainly it is a very bad business practice. I have read stories online of Shopify doing this with other Merchants, and it taking months to resolve. Please look into this and advise me.

  

  Business Response

  Date: 03/09/2024

  Hello *********,

  My name is ********, I'm a Support Lead here with Shopify. The BBB is a public platform and account details can not be discussed here due to security reasons. For that reason, I have reached out directly to you on ticket #********. Please respond to me there and we will be able to proceed.
  
  Kind regards,
  ******** | Support Lead

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22205719
  
  I am rejecting this response because:

  I have yet to receive a formal response to this complaint.  A "lead specialist" contacted me to verify my account then I heard nothing further from her.  Another individual from Shopify's Trust and ***************** emailed me separately thanking me for my patience during their "review."  I was never notified of any review.  I was informed that I can continue using the Shopify payments gateway and that my payouts were released.

  The issue I have with all of this is the profound lack of communication and the failure to notify me that there was any issue with my shop.  This strikes me as a very, very bad business practice and is not an appropriate or professional way to treat a merchant that generates money for this platform.  This really is not a rejection of their response since I have yet to receive a direct response to this BBB complaint.

   

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

  

  Business Response

  Date: 13/09/2024

  Hello Kat, 
  
  Thank you responding back to us and I hope this message finds you well. 
  
  Upon further review, it appears that you have been in communication with our Merchant Trust & Safety Team regarding your payout hold, as referenced by ticket ID: ************************************. For any additional inquiries or assistance, please continue to correspond with the Merchant Trust & Safety Team using the aforementioned ticket ID. They are best equipped to support you moving forward.
  
  Sincerely
  ***** | Shopify Operations Lead