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:15/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i use Shopify as my online store platform. As many other complaints have stated, on June 5th payouts were paused with no email or explanation. There is a notification on my account " Your payouts from Shopify Payments are on hold while we review your account This is a standard review, and this hold does not prevent your customers from checking out."I have reached out with four different tickets (********, # ******** # ********) asking for an explanation and a timeline. Each agent has said they have escalated the ticket and I should hear something soon. They say they do not have the authority to take direct account action because it is being handled by a different department. , they are unable to connect me with a supervisor, there is no customer service number for someone to take my call. I am told to wait and that If I keep reaching out for help, I will slow the process down. I have been unable to pay my supplier this week or my salary. When I started a chat today, the agent immediately ended the chat. I have been a customer of ******************** for over 7 years. I have less than one charge back a year. I am a customer in good standing. I would be happy to provide any information they need or make any changes they may need but they has been absolute no feedback or time on how long they are holding my money and with what cause. I was also told 4 separate times "You are going to get an update from our specialists via email after the review." That email has never happened. I have uploaded a copy of all the transcripts.In addition, Above the notification that my payments are on hold is the offer of a loan to keep my business running smoothly during this prime season." That is holding our money hostage while offering to lend us money with interest. I have uploaded the screen shop of this was well.

  Business Response

  Date: 23/06/2024

  Hello ****, 

  
  My name is ****, I am a Support Lead here at Shopify. Thank you for providing detailed information on your recent experience with Shopify Payments Support. Given the public nature of BBB and the internal account information this issue involves, I have sent through a seperate email to you in order to go over the specifics of your experience. 

  
  I look forward to hearing from you, 
  **** | Shopify 

  Customer Answer

  Date: 26/06/2024

   
  Better Business Bureau: Shopify apologized for the lack of communication. However this is a pattern of behavior on their part. I see they still have an A+ rating although they have many complaints. When a business apologizes, there isnt much else you can do about it but accept it. However, their rating as a company should still be lowered in my opinion.
  
  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:14/06/2024

  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.

  Shopify removed Shopify Pay which was needed for repaying my shopify capital loan. i have been trying since day one of the removal, to make things right but they have been unclear in guidance to remedy and have created another problem: withholding payouts has caused me to now be in default of Shopify Capital loan. All I want is to get Shopify Pay verified, so i can resume using Shopify Pay, and to be in compliance so i can resume driving traffic to my site. This is a detailed chain of events that have led to my account being limited from operating as a normal store. Here's the synopsis:1.Shopify shut down my store (without warning to give chance to be in compliance) for not having the right ownership info 2.I sent all my business documents that were required of me 3.May 26 received email acknowledging my docs and info were correct, and I was able to resume operation (ticket 33a879c9-f0e2-4c74-aeea-30d7c9470860)4.I catch an error in my ownership info and bring it to shopify's attention, where shopify incorrectly input my SSN and DOB, despite all my info being correct on my documents 6.Few days later shopify removes Shopify pay and Shopify installments (again without warning or any detailed reason why)7.Payouts placed on hold, withholding $6000 8.Was told payments was disabled because my account was still under review 9.Received email where support said a payment processor for credit cards was required to continue processing orders and repay capital loan. So I created stripe account *********** almost every day to find out what was missing, or how i could expedite the process but no clear answer--it was only after Almost 2 weeks later, I was told that shopify pay was disabled and the review process was put on pause because I had switched payment providers to stripe 11.And now, I'm being told I'm in default because shopify payments was deactivated all I seek, is to have my owner info fully verified so that I may have Shopify payments back up and running.

  Business Response

  Date: 20/06/2024

  Hello ******, 
  

  My name is ****, I am a Support Lead here at Shopify. 
  
  Thank you for sharing your recent experience with Shopify Payments and ownership account changes, I can understand how these escalations and account changes can be destabilising for any business. I can see that we have multiple teams reviewing the concerns brought up in this complaint and due to the public nature of BBB I have sent a seperate private email to you to discuss next steps ad the current status of the pending escalations with our escalated support teams. 
  
  I look forward to working with you, 
  **** | Shopify 

• Initial Complaint

  Date:14/06/2024

  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.

  my shopify order was cancelled without notification and my credit card used in the shopify order was banned from shopify with no explanation. the merchant I called said the reason might be if your card is stolen or filed too many chargebacks, my card was not stolen and I have only filed chargebacks when a merchant has failed to issue refund and chargeback is necessary. Order #*****

  Business Response

  Date: 23/06/2024

  Hello *******, 
  
  My name is ****, I am a Support Lead here at Shopify. 
  
  Thank you for letting us know your recent experience with a potential Shopify store. Here at Shopify we do not have visibility into a businesses internal products and orders, Shopify is a platform for Merchants to have the ability to develop their own store based on their businesses ecommerce needs. We advise to continue communication with the store in question to find a resolution that suits both you and the business. 
  
  With that being said, I can understand how paying for a cancelled order can be distressing and I have sent through a seperate email with information on next steps for filing a complaint about a potential Shopify store. 

  **** | Shopify

  Customer Answer

  Date: 23/06/2024

   
  Complaint: 21852008
  
  I am rejecting this response because: shopify link provided does not accept complaints , please see attached screenshot
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/07/2024

  Hi *******, 
  
  As discussed in our email thread, a store owner is responsible for how they proceed with orders that are marked as suspicious by our fraud detection services. While we can appreciate the frustration these flags may cause, we have no say in if an order if approved and fulfilled or if it is cancelled. We advise moving forward to continue communication with the business in question and see what they require for proof of customer identity. 
  
  Kind regards, 
  **** | Shopify

• Initial Complaint

  Date:14/06/2024

  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 made two purchases accidentally with the Shopify app. I requested a refund from the two stores and they were immediately refunded. My funds are sitting in the Shopify app and after many failed attempts to reach out to Shopify via chat, phone, and email I am submitting this complaint. All I get is a generic response in every help application. I would like to report Shopify as a scam. I would like my funds returned and I will be sure to never use this app again. They owe me refunds in the amounst of $117.99 and $74.93.

  Business Response

  Date: 19/06/2024

  ********************.
  
  This is ****** and I am a Support Lead here at Shopify. From what youve relayed here, it sounds like youve experienced some frustration around refunds you requested from stores you purchased from using the Shop App. 
  
  To clarify, the Shop App helps buyers find stores and products relevant to them, and simplifies tracking your purchases in one place. Related to that, Shop Pay is a checkout option designed to make paying for purchases faster and easier.
  
  The stores themselves are managed by their respective owners, and not by Shopify. Payments are processed by the gateway that individual merchants select. What this ultimately means in your case is that Shopify doesnt have your funds and cant refund you; thats something the store staff for each purchase would need to handle.
  
  However, that doesnt mean youre without options. Your best bet is to contact the customer service emails of the stores you ordered from for details on any refunds they issued.
  
  If youre having trouble locating the refunds and the orders in question were canceled shortly after placing them, its possible these transactions were processed by your bank as a reversal. How banks display that kind of refund really varies widely. I recommend asking the stores customer service if they can provide an Acquirer Reference Number (ARN) that you can give your bank.
  
  You can read a bit more about **** and how theyre used at the link below:
  ********************************************************************************************
  
  If you dont get a response from them and still havent received your funds, your next step should be to contact your card issuing bank. Theyll have processes in place to assist you.
  
  I do note that you contacted our Support and received some details on next steps on June 13. If you havent seen those details yet, search your inbox for the ticket #********. If you have any more questions about the Shop App or Shop Pay, replying to that email will allow our Shop App support to assist you.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 20/06/2024

   
  Complaint: 21851022
  
  I am rejecting this response because:

  The returns were refunded from the store. Shopify hasn't refunded the funds to my account. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 21/06/2024

  ********************.
  
  When you make a purchase through the Shop App from a store using Shopify, youre buying directly from that store. The funds are processed using whatever payment gateway the store owner chose. The payment gateway takes a percentage as their fee for processing the payment, and the rest goes to the store owner. This is quite similar to what happens when paying in person when you tap or insert your card into a reader. 
  
  Shopify cant send refunds to your account any more than mall management could if you bought from a store in your local shopping center. The store staff actions the refund, and then the refund is processed by their chosen payment processor.
  
  It can take 5-10 business days for refunds made by the store to appear on your card statement, depending on the payment gateway the store is using and your own banks processing times. Is it possible that your refund is still in progress?
  That processing time is also something outside of Shopifys control, but you can ask the store staff for an ARN to give your bank so they can assist you in checking on the refund status.
  
  Theres a little more information on order cancelation and returns in the Shop App help guide:
  ********************************************************************************************************
  
  I know its frustrating to not receive a refund for a canceled purchase, but this isnt something we can help with beyond providing you the next steps that were already sent to you in ticket #********.
  
  Best,
  ************** | Support Lead 
  

• Initial Complaint

  Date:14/06/2024

  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 have been locked out of my main email account for exactly 31 days as of today. Not having it has kept me locked out of various other accounts requiring 2FA, including; my medical account, the majority of my billing accounts, correspondence I've had with employers, the use of my core business, etc. I've had to contact Shopify 12 times so far to attempt to remedy this issue. The first few attempts were just a blame game where Shopify would tell me to go to ****** and ****** would guarantee that I absolutely must get the issue handled through Shopify. I'm sort of stuck in a Catch22. Shopify is hosting my domain and somehow the MX records disappeared so I can't receive or send emails. They need to be put back in to fix this. I can't login because of 2FA being sent to my email. Once Shopify understood that this is an issue on their end they said they'd see if they could remove the 2FA. I hit them up a few days later to find out they couldn't, so the solution would be to change my email address. The person I spoke to at this time really understood the predicament and escalated the ticket... They then apparently sent a portal requesting additional documents to the email address I'm locked out of rather than the backup I'm trying to change it to (smart, right?). This initial ticket escalation was 3 weeks ago and the portal mishap occurred within a few days. Because I was never being given a ticket number or a chat log to the backup email I requested one through chat 2 weeks ago. In these two weeks I've hit Shopify up trying to check the status on the ticket every 2-4 days or so. No action. Multiple escalations and yet I've still not once received an email. The first screwup email attempt took a few days, but now it's been 2 weeks with multiple escalations and no one can send me whatever is needed to change my email address on my account. Until a week ago I was trying to renew my shops and domain with them. Now I just want to get my domain out of there and never look back.

  Business Response

  Date: 19/06/2024

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your account login issues and your experience with your ticket escalation process.
  
  Upon investigation, I can see that our Account Security team reached out to you yesterday via ticket #******** to the proper email address you requested. This team is the best department here at Shopify to help you regain access to your account and will continue to support you via that ticket.
  
  We are always working to improve merchant and customer experience on our platform and we continue to make updates to improve performance. We apologize for any inconvenience. Your understanding and communication with us throughout this has been appreciated.
  
  Best Regards,
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 26/06/2024

   
  Complaint: 21850937
  
  I'm not saying I'm fully dissatisfied with the reply, but the matter is still pending. I received an email the day after this response was given (not a day before) to change ownership on my account. I paid into a new subscription and my domain is missing. Shopify added the domain but with errors. Support told me to setup *** setting through my host provider which shows as Tucows. Nothing comes up on Tucows end. My domain got transferred from Squarespace to Shopify some years ago and ****** has confirmed that Shopify would be my hosting provider in this case. Support wasn't getting the option to tamper with the *** settings to activate the domain so it got raised to the internal team. I'm now awaiting an email to hear back from them.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 27/06/2024

  Hello *****, 
  
  Thank you for getting back to me and I am sorry to hear you experienced some issues with your domain once you were able to regain access to your account. 
  
  I have taken a closer look into your domain issue and I can see you have been working with our Billing & Payments team via ticket #********. They have sent you an email on June 26th with some very important information and instructions on how you can resolve this issue. Please keep working with them via that ticket and I have very high confidence that your domain issue will be resolved very soon. 
  
  Best Regards,  
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21850937
  
  I am rejecting this response because:
  
  The matter is still ongoing. I'm not closing out this case until it's finally resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:13/06/2024

  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.

  Shopify has decided to steal, delay or divert for 4 months our law firm client money totaling more than $12,000 as per the attached, due to some nonsense that we are somehow a risk. This seems to be the new trend of highway robbery and theft of these online merchant companies that are sprouting all around like mushrooms on a pile of manure. Please urgently investigate and advise, and get our money owed, otherwise well also have to drop our clients (who will also **************

  Business Response

  Date: 14/06/2024

  Hello *****,
  
  My name is *****, I'm an Operations Lead here at Shopify and I'll be glad to look into this with you.
  
  Thank you for providing copies of the ticket, which is very helpful in reviewing your issue. As outlined in the ticket you provided with our Merchant Trust team, your store currently has their payouts placed on reserve due to an elevated level of risk. You can learn more about reserves in our help document here.
  
  Placing reserves is consistent with our Shopify Payments Terms of Service, and the impacted payouts will be paid out to you on the designated date, provided that no chargebacks or other circumstances occur that would otherwise count against those payouts.
  
  If you have any further questions, responding directly to the Merchant Trust team will be the best way to get answers, as they are the team best equipped to handle these kinds of conversations.
  
  While placing reserves is consistent with our policies, I definitely understand the impact this can have on your business, and will gladly provide feedback to the appropriate teams.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 14/06/2024

   
  Complaint: 21847291
  
  I am rejecting this response because if we dont receive our money as scheduled on June 17 we will be contacting the police and FBI.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 19/06/2024

  Hello *****,
  
  At this time, I can see that you have refunded all orders related to your reserved funds, as well as some orders that were already paid out to you. This means that there are no longer any reserved funds to be paid out to you. In addition, there is actually a negative balance on your Shopify Payments account, meaning there is money owed to Shopify from the additional refunded orders.
  
  Should you wish to continue taking orders on your Shopify store, you will need to set up a third party payment gateway as outlined in the ticket you attached to your original BBB complaint.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21847291
  
  I am rejecting this response because none of our clients have received their refunds at this point and we certainly dont have any negative balances with you. If you think we owe you nominal money then please file suit so that we can countersue for our own (and our clients) actual and punitive damages due to your unethical, immoral, and criminal behavior. We have alerted no less than 10 local, state, and federal agencies in the *** and Canada (where you supposedly reside) so hopefully legal and equitable karma will come and bite you in the ***.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 19/06/2024

  Hello Rahul,
  
  Refunds processed through Shopify Payments will initially be marked as Pending for up to 2 business days, during which time the funds are processed back to the customer. The refunds can then take up to 10 business days for the refunded amount to be received by the customer. This is due to the varying processing times at your customer's banks. For more information on refunds through Shopify Payments, please see our help document here.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21847291
  
  I am rejecting this response because this does not respond to the clients terminating our services and our loss of $12,300 and opening us up to 2 legal malpractice lawsuits.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:13/06/2024

  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.

  **** refuses to do anything about a scam seller on their app and continues to let this seller on there the seller flat out refused to send my order and both shop and the seller did nothing

  Business Response

  Date: 21/06/2024

  Hello *******,
  
  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 an order you placed through the Shop app. I will be sending you a private email through our support system in order for us to discuss more details. The ticket number is: 48582761
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:13/06/2024

  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.

  Can not login - login wants code - code is sent to cell phone I longer have access to. I have tried for several months to contact Shopify. All I need and want is for Shopify to update the cell phone number on account so I can login. I also want billing adjustment. Paid $348 10/22/2023 and I don't have access to Shopify account. Thanks

  Business Response

  Date: 14/06/2024

  Hello *******,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps, such as temporarily disabling your two factor authentication so you can login.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:13/06/2024

  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.

  Shopify is wittholding payments to our bank account and will not provide any reason why. Furthermore they will not provide a phone number to call anyone. It is a sheer racket by them to make money on the interest earned from the funds held. This is shady and they should be shut down.

  Business Response

  Date: 20/06/2024

  Hello *****, 

  
  My name is ****, I am a Shopify Support Lead. Thank you for sharing your recent experience with a payout hold. 

  Due to the public nature of BBB, I have sent through a seperate email to discuss account specific details regarding your stores payouts. I look forward to working with you further to get this resolved. 
  
  **** | Shopify 

• Initial Complaint

  Date:13/06/2024

  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.

  My Shopify Payments funds were frozen even though I submitted all the necessary details by the date requested by Shopify and all products were shipped and have tracking numbers. Shopify is unjustly taking advantage of a small business that needs this money to pay its bills.

  Business Response

  Date: 14/06/2024

  Hi *****,
  
  My name is *****, Im a Support Lead at Shopify. 
  
  I appreciate you letting us know about the issue youre having with the hold on your payouts, and I recognize how important it is to receive your payouts as soon as possible. Im happy to look into this, however due to the public nature of this platform, we are unable to share specific information about this issue 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 
  
  

  Customer Answer

  Date: 22/10/2024

  On June 4 2024 I was told I would no longer be able to process payments with Shopify payments. It was a decision taken out of nowhere and for no reason -- there were no chargebacks at all. Up to then, fair enough, Shopify reserves the right to do so even though it ***** businesses like mine. I was told my funds would be available on October 2 2024. When the day came, I logged into Shopify, and did not find any funds available for withdrawal. I contacted support and they told me maybe the funds would show up if I reactivated my paid subscription, which I did, but my funds were not available and I was charged $ despite not wanting the subscription at all. I told this to the online chat support, who did not help in reimbursing this unwanted subscription fee. I have sent multiple messages on online chat since October 2 2024 and all I've been told is that the issue has been escalated to the right team. I have received no messages from this other department and asked to be CC'd in their communication so I know what is going on. This is a clear breach of terms and I intend on seeking legal action if I am not able to get what I am owed through this BBB complaint.

  Business Response

  Date: 29/10/2024

  Hi *****,
  
  ***** here again from Shopify, thank you for following up on this issue.
  
  I understand that your payouts were being held in a reserve until October 2nd, and that you have yet to receive your funds as the bank account on file needed to be updated. I apologize for any miscommunication via chat. I wanted to follow up to let you know that I'm currently coordinating with our billing team to expedite your bank account update so that you are able to receive your funds. The request is in progress and the team has received the documents that you submitted, and they will be able to update you as soon as possible.
  
  In the meantime, if you have any questions, feel free to respond to my previous email with the ticket ID # ********. 
  
  Best regards, 
  
  ***** | Shopify Support Lead

  Customer Answer

  Date: 29/10/2024

  Complaint: 21844937
  
  I am rejecting this response because:
  

  It should not take almost a month to ask me for my account details and send me what I'm owed. Communication on Shopify's part is horrible. I had to send multiple follow up messages and emails and still have no idea where my money is.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/11/2024

  Hi *****,
  
  I recognize that this process took look longer than anticipated. Our Billing team was processing a higher than average volume of requests, and they do have a queue that they need to follow. I appreciate your patience. As ****** mentioned on ticket #********, this has now been resolved and your payout was processed on November 1st.

  Please let me know if there is anything I can clarify further. 

  Best, 
  
  ***** | Shopify Support Lead